Post # 1
It took a while to get our photos together. We procrastinated and finally sent our order in around Mid-May from our December wedding. Our photographer says it will be about a month and we should have everything. So we wait.
In early August a large box arrives!! It’s the album – except it’s not. Firstly, she had sent us my parent’s album. Secondly, the box contained only the photos and the binder. No mats – just a note saying the mats are back-ordered. And most importantly, no DVD of our images! Also, some of the photos are a strange color, which makes everyone’s faces look incredibly flushed.
We call, she apologizes and offers to reimburse us for the cost of shipping the albums between my parents and us, and promises to send the DVD immediately. She half-heartedly offers to try and fix the color problem.
The DVD arrives – I make copies and mail it off to my parents, along with their pics.
No check arrives to cover the shipping costs, and no update on the mats.
It’s November and no word. At this point, I want to get our money back for the albums and just make an Adorama album!
What do I do Bees??
Post # 3
Yea I’d just demand the money back for the albums and do your own. 6 months for an album is not, in any way, ok.
Post # 4
Wait what!!?? They sent you an unfinished album? How experienced/established is this photog? This is unacceptable to me and it should be to you as well. I would never ever deliver an unfinished product to a client!!
Post # 5
The photographer in question is fairly new – the problem was that the mats for the album were backordered and she wanted to send us something after waiting almost three months for these albums (from the time we got her the photo selections). While I could put some of this down to pregnancy brain (she’s expecting next month) I just can’t accept the lack of follow up.
Post # 6
Just ask for that portion of your money back because you have chosen to do it yourself due to her poor customer service.
Post # 7
just a question – was there a contract and in that contract did it specify any times for receiving your order? i know it’s for the prints, but seeing as the dvd is the main way of how they get the images to you, i’d think that should have been given ahead of the rest of the order whenever she made your pictures available. the rest of that situation is completely terrible so maybe a contract will give you a stronger leg to stand on with her. either way, you should probably press her harder – it sounds like you’ve done a lot of waiting instead of nagging, which is what it might take to get things done with this particular person. i’d send her an email laying out the timeline of how things have been progressing (she may not realize how much time has lapsed) and tell her exactly what you want to happen and telling her “per our conversation on xx/xx/xxxx, you stated you’d rectify the situation by refunding our shipping cost and yaddayaddayadda… while x has been done, y hasn’t and we would like to proceed as such…” you’ve given her ample opportunity to finish the job and she hasn’t fulfilled her commitment, at this point you’d just like to have your pictures done with!
Post # 8
I just looked over the contract and she does not have anything about turnaround time at all.
@elliestan: That is a great strategy! Thank you!