Steve Ray Photography

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowIn response to the complaint I feel we were given a very unacceptable answer to this situationI don't care about a lot of long winded explanation and usps and phone records all I know is we have a 1/month old baby who ended up with very unsatisfactory pictures at a very over inflated pricethe photographer put NOTHING into taking an acceptable picturethe day we arrived at his "studio" at the appointed time we asked by his daughter to wait in our car until he arrivedthis is also his home as wellhis equipment was not ready so therefore there was more wasted time very un-business likewe were on time.... he wasted our timehe is supposed to be in business to please his customers and I feel he is very self serving with his answer and in no way concerned that word of mouth is either the best advertisement or it can be the worst kind of advertisement as well
Regards,*** ***

The order in question was photographed on August 13, in the hospitalNo order was placed at this timeWhile processing the images for the hospital's use, it was discovered that the files were corrupted and unreadableThis is a situation occasionally caused by a memory card that has gone bad
We started a process to recover the filesWithin a few weeks an order from this family was received via mailWe utilized several different resources to recover the files, but were told they were unusableContrary to the statement you received in the complaint, and able to be confirmed by my phone logs, I made first contact with mother of the newborn baby on September 25, and left a voicemailOn September 26, I received a return call from person making this complaint at which time I explained the situation and offered a studio makeup session at my expenseI was told that the mother of the newborn would have to be the one to decide on schedule date/timeAfter some back and forth calls, on October 6, 2014, we scheduled to do a reshoot on October 7, Images were chosen on the spot, including two additional images ordered as wallet size imagesBeing a studio session, this order was placed in my retouch que to be handled in session orderAfter my usual studio turnaround time, I received the order from the labThere was a single item missing, a photo keychainRather than bother the customer, I handled with the lab and held onto the orderWithin a day or two I received a phone call and voicemail from the person making this complaint on November 14, According to my phone company's records I returned that call the same day and left a voicemailAlso according to my phone company's records, there has never been another call to me from the person making this complaintAfter not receiving a return call, I packaged up the order, minus the missing keychain, and shipped it with a handwritten note explaining the situationContrary to what the person making this complaint said in their statement, the USPS Tracking info I have included indicates they received their order in its entirety exactly one week before filing this claim 08/13/2014 Hospital images shot 08/14/2014 Started working on file recovery ~09/10/2014 Order received via mail 09/25/2014 Made Call to mother of newborn schedule reshoot- left voicemail 09/26/2014 Voicemail returned by complainant 10/06/2014 Complainant scheduled reshoot 10/07/2014 Reshoot at studio-additonal order made 11/14/2014 Received call and voicemail from complainant 11/14/2014 Returned call to complainant and left voicemail 11/15/2014 Order minus keychain shipped with handwritten note after no return call 11/17/2014 Package minus missing keychain received 11/26/2014 Package with replacement keychain delivered- order completely received 12/03/2014 Complaint to Revdex.com filed

Review: My FIRST grandchild (daughter) was born Aug 11, 2014 the hospital sent in a photographer to take newborn pictures on Aug 13, 2014... the Pictures were taken and an order was placed with this photographer shortly afterward... approx. 1 month after the order was places and a call by me were the photographer called to say that the pictures were corrupted in his files and that we would have to do a reshoot of pictures.. the baby is now 2 1/2 months old. We went for the reshoot at the photographers home/business and had to wait in the car because he was not there at the scheduled time of shoot. After the pictures were taken we then waited approx. 3 weeks and then I phoned the photographer to see when we were going to receive the photos... no return call was made to me we received the photos in the mail 3 days later... The order was incomplete and did not receive what I had ordered... I am very very very disgusted with the whole thing.. YOU CAN NEVER HAVE A NEWBORN PICTURE it is a ONE TIME thing... I even ordered extra pictures when we went for the reshoot... I feel we were ripped off by the photographer...Desired Settlement: We would like 90% of the money paid to the photographer refunded..

Business

Response:

The order in question was photographed on August 13, 2014 in the hospital. No order was placed at this time. While processing the images for the hospital's use, it was discovered that the files were corrupted and unreadable. This is a situation occasionally caused by a memory card that has gone bad. We started a process to recover the files. Within a few weeks an order from this family was received via mail. We utilized several different resources to recover the files, but were told they were unusable. Contrary to the statement you received in the complaint, and able to be confirmed by my phone logs, I made first contact with mother of the newborn baby on September 25, 2014 and left a voicemail. On September 26, 2014 I received a return call from person making this complaint at which time I explained the situation and offered a studio makeup session at my expense. I was told that the mother of the newborn would have to be the one to decide on schedule date/time. After some back and forth calls, on October 6, 2014, we scheduled to do a reshoot on October 7, 2014. Images were chosen on the spot, including two additional images ordered as wallet size images. Being a studio session, this order was placed in my retouch que to be handled in session order. After my usual studio turnaround time, I received the order from the lab. There was a single item missing, a photo keychain. Rather than bother the customer, I handled with the lab and held onto the order. Within a day or two I received a phone call and voicemail from the person making this complaint on November 14, 2014. According to my phone company's records I returned that call the same day and left a voicemail. Also according to my phone company's records, there has never been another call to me from the person making this complaint. After not receiving a return call, I packaged up the order, minus the missing keychain, and shipped it with a handwritten note explaining the situation. Contrary to what the person making this complaint said in their statement, the USPS Tracking info I have included indicates they received their order in its entirety exactly one week before filing this claim. 08/13/2014 Hospital images shot 08/14/2014 Started working on file recovery ~09/10/2014 Order received via mail 09/25/2014 Made Call to mother of newborn schedule reshoot- left voicemail 09/26/2014 Voicemail returned by complainant 10/06/2014 Complainant scheduled reshoot 10/07/2014 Reshoot at studio-additonal order made 11/14/2014 Received call and voicemail from complainant 11/14/2014 Returned call to complainant and left voicemail 11/15/2014 Order minus keychain shipped with handwritten note after no return call 11/17/2014 Package minus missing keychain received 11/26/2014 Package with replacement keychain delivered- order completely received 12/03/2014 Complaint to Revdex.com filed

Consumer

Response: