ComplaintsforPhotoBarn

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on 12/15/23 - order **********. This was a photo block ornament that should have had a photo of my son on it. This order was also a Christmas gift for my in -laws. My in-laws received an ornament however, the photo on the ornament was a child I have never seen before. I have emailed the company 3 times and messaged them on Facebook with zero response. I have requested communication back and asked for the ornament block to be replaced with the right photo and shipped to the correct recipient. I understand mistakes happen and am not as upset that the wrong ornament was sent to the recipient. I am however extremely disappointed in the complete lack of response and communication regarding this matter. My extended family has been loyal photo barn customers around Christmas time for years but I will be re-thinking where I order from for next Christmas.

  Business response

  01/31/2024

  I searched for emails from the customer and can't find anything in our database from her. I have reprinted her order and expedited the processing of the product. Thank you.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on 12/12. The business promised Christmas delivery if ordered by 12/15. I have reached out to the company 4 times with no response. My order hasn’t even been made yet let alone shipped or delivered and it’s 12/28. Again with NO answers from the company. I emailed them (the only way to communicate with them) on 12/21 (twice), 12/23, and 12/28.

  Business response

  12/29/2023

  The order was delivered on December 22nd as promised. Here is the tracking number with USPS: **********************

  Gave her this information today once we were able to catch up on Customer Service inquiries.

  Customer response

  12/29/2023

    ********** ********
  
  I am rejecting this response because:

  Though I am happy to report that the order was indeed in our locked parcel area of our mailbox, I was given no indication that my order had shipped. In fact my online portal still lists it as “ready for processing” as of this morning. Thus, I never received a tracking number. Additionally, there is a noticeable difference in the quality compared to previous years that we have ordered from you. Please see attached pictures. In all photos where there are two ornaments, the top ones are from previous orders. You can see a noticeable difference on the sides of the ornaments. Previous years look polished, finished, sanded. This years looks rushed and rough. The sides are unfinished and jagged looking. Additionally, we purchased the same ribbon option as previous years. We do this every time we order from you in order to make the ornaments look like they are part of a “set” you’ll notice in the attached picture, the ribbons are different - the new one looking “glittery” or “shiny” and a darker color than the older.
  
  
  This is a shame - as we have purchased from you in the past and have been pleased the result - to receive items that are noticeably not up to previous standards. We had planned on continuing to purchase to add to our collection each year. However, I’m not sure that will be the case basing off this most recent experience…

  Sincerely,

  
  Deirdre O******

  Business response

  12/29/2023

  The customer should check their junk mail as tracking numbers automatically get sent out. I've offered to reprint their ornaments for them. We never guaranteed that our inventory would come from the same exact sources year over year. It is very very similar to last year's ornaments and we haven't changed our ribbons in years. 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was submitted with Photo Barn on Dec. 4th based on the fact the company guaranteed delivery by Christmas. They have notices posted all over their website confirming all orders submitted by Dec. 15th will be received by Christmas. They sent three separate emails confirming the order would be received by Christmas. It is now Dec. 28th and we still do not have the order. Per a tracking number provided, it was shipped by the company on Dec. 26th. A day AFTER Christmas. This is misleading information and horrible business practices. We would have gone elsewhere for our goods had we known they would not meet their written commitments.

  Business response

  12/29/2023

  A full refund has been issued. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/01/2023 I purchased a 16x16 collage board and was charged ***** that was removed from my checking account on 12/02/2023. I was informed that a shipment email would be sent to me and that the gift would arrive in time for Christmas. On 12/06//2023, I reached out to the company and received an email from Jason H. stating that my order would be "shipped in time to be delivered before Christmas." On 12/15/2023, I again reached out to see if the order was shipped. On 12/15/2023, I received an email from a Meghan stated that the collage board went through reprint and should be shipped out by 12/19/2023 at the latest. On 12/19/2023, I emailed the company again and have received no response.

  Customer response

  12/22/2023

  Please cancel this complaint. Order arrived today 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was quick about taking my money from my account, but never delivered a confirmation number, or my items!! ??????

  Business response

  06/07/2023

  The customer placed their order on 6/1. We received the order and she should have gotten a confirmation email. Sometimes those go to junk. I resent it just now. Her order number is ********** I have attached a screenshot of her order .Our advertised processing time is 3-7 business days as seen on the screenshot attached. Her order is actually already printed and getting ready to ship. Customer never reached out to us with any concerns. I do not see any reason she should file a complaint with the BBB. We've done everything we should have and more by processing her order faster than the longest advertised timeframe.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made purchases from this company several times in the past, and have always received orders. I made a $100 purchase on 2/27/23 for a framed photo board. I have not received my product. It’s listed as “on hold.” I contacted the company 3 times via email and 2 times via phone calls. No one answers the phone- the message says representatives are busy and recommends emailing. No one responded to my 3 emails. I would like a refund or my product. I also expect a response from the company ASAP.

  Business response

  03/23/2023

  Unfortunately, our system was having a issues with the image that was submitted. It was corrupting in our system which made it un-processable. We notified the customer and provided means for them to reattempt the upload of the image. Each time the image was submitted, it would corrupt in our system. During this time, our CS was overloaded because of an order backlog caused by internal production issues. The customer was totally justified in being frustrated about the process and our response times. We have refunded their purchased and profoundly apologized for their poor experience. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I accidentally ordered a duplicate canvas for $48.99 and cancelled it the same day. They will not refund my money. I have not received the duplicate item from them. Company said they will only give me a credit

  Business response

  03/22/2023

  We have refunded the customer.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order on Feb 8, 2023 for a personalized wood ornament. Total amt of order was $19.99. I immediately received a confirmation via email for the order. No where on their website can you log in and find the status of your order. Once it is placed, you don't ever know anything until it shows up (I have experience with purchasing with them before). On February 15 was the start of my emails, voicemail messages, and contacting them through their website wanting a status update. 75% of the time I would never get a response. No one ever answers the phone, a recording just tells you the best way to get ahold of them is to email. When I did get a response, the email address was from a Caroline P. but was always actually from a Tamra. I've gotten excuses that they are still overloaded from the holidays to they have a printer problem, to now it is a shipping issue. I am always told it will be resolved quickly and my order will go out. However here it is 4 weeks now and I still don't have it nor have I heard from them since I demanded their shipping address so I can send UPS to pick up my package that was supposedly ready. All I want is my order. It was supposed to be a bridal gift and the event has already come and gone.

  Business response

  03/23/2023

  We are so sorry that we had a number of challenges that lead to excessive delays in shipping and communication in early 2023. This order did ship on March 10th and was delivered on March 13th. We had advertised a 7-12 business day production time during that time, but some orders were shipped outside that timeline. Thankfully, our team worked hard and got all the orders out. Our CS response times have returned back to the normal 24 business hours and all orders are back to shipping with a 3-7 business day window. 

  Customer response

  03/24/2023

   
  Better Business Bureau:
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Angelia Strayer

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My complaint is identical to others placed. I ordered a gift that was supposed to be received by Valentine's Day. I tried numerous times to contact PhotoBarn both by email and phone, before and after my promised ship date. I finally got one email response blaming a down printer and the Christmas rush for the delay. It is now 8 days late and I still do not have any idea when it will be shipping.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered multiple ornaments and magnets from this company for Christmas gifts at the beginning of December with a guaranteed delivery date before Christmas. A few days before Christmas, I received an email saying they had fallen behind but all orders would have tracking numbers within the next24 hours and they would cover expedited shipping costs to get the items here by the holiday. That never happened, so I followed up with their customer service email asking for an update on my order. They said my order failed their quality control, and was being reprinted and sent out. That never happened. I messaged them through various platforms; Facebook, Instagram, CS email. They offered me a $50 gift card and apologies, but still no tracking number. FINALLY, at the end of January I received my items. The quality is horrible. I have ordered from this company for the last 7 years so I have plenty of pieces to compare them to. My ornaments showed up so poorly printed you can’t see our faces. The wood is rough, and edges are uneven. The magnets are even worse and seem to not have a finish on the top. I have reached back out to customer service and they want me to take a picture of each individual item so it can be reprinted. Didn’t they already reprint due to quality? That’s what I was told! I want a refund and of course they are not responding to that. I’ve filed a dispute through my bank. It’s a shame; this small shop used to produce some quality work.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩