Du-All Painting & Remodeling

To whom it may concern: Please accept our apologies for the customer's negative experience at our studio in *** OHPortrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customerWe value all feedback and appreciate this
opportunity to address any concernsRegarding our pricing system, Portrait Innovations strives to offer the highest quality, lowest price portraits in *** Since we do not charge sitting fees, the price of a customer's portrait collection is determined by the number of poses and sheets they purchaseAs the customer buys more poses, the per-sheet price declinesPortrait Innovations works with third party vendors who create and ship our specialty products for us such as mugs, canvas, calendars, books, etcOur vendors must charge Portrait Innovations a handling fee in order to produce and ship our products for usWe apologize that this is not a fee we are able to remove without removing the product entirelyThe customer mentioned in their correspondence that they preferred to opt out of receiving the specialty product; however the coupon advertised is only to be used when ordering the specialty product with the Advertised One Pose SpecialThe price of the Advertised Pose Special without the coupon returns to base price of $when the specialty product coupon is not usedSince our portrait collections can be highly customized for each customer, we train our employees to explain our pricing in a consistent, scripted way to avoid any confusionIf the customer feels our pricing was presented in an unclear way, please accept our apologiesWe will follow up with both the Studio and Regional Manager to ensure that all employees are properly explaining our pricing, and answering any customer questions clearlyPer our telephone conversation with the customer on December 30, we apologized and explained our pricing policies regarding the handling feesWe offered the customer a Gift Certificate for the amount of $to be used at any one of our Portrait Innovations studio locations and would not have an expiration dateThe customer declined this offerWe offered the customer a 20% refund without the return of any items, for the amount of $and the customer acceptedThat refund was cut from our Corporate Office on January 11, If the customer would like to receive a higher refund than the 20%, they are welcome to return their prints and products to the local studio and they will issue a Credit VoucherThe Credit Voucher can be used for in-store credit towards the customer's next purchase, or they can mail it to the address on the voucher and receive a check in the mailIf they return all of their prints and products to the studio they will receive a full refund; if they return only part of prints and products to the studio they will receive a prorated refund based on the amount of products returnedIn conclusion, please accept our apologies for the customer's negative experience, and we sincerely hope that they will return to Portrait Innovations again in the futureThank you for providing feedback and the opportunity to further improve our businessSincerely, *** *** Senior Customer Service Manager