Bella Rose Photography

Initial Business Response / [redacted] (1000, 10, 2016/01/18) */ Contact Name and Title: Jessica T [redacted] Owner Contact Phone: ***-***- [redacted] Contact Email: [redacted] @ [redacted] [redacted] The refund was issued to the credit card on fileWe would be happy to reissue in check format to the customer in person as we will need them to sign the refund form Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/01/29) */ We are not satisfied with Bella Rose Photography's response, because they falsely reassured us of our refund this past weekIn their response, they state that our refund was issued to our credit card on fileWe have frequently searched our credit card history from the date of our overcharged payment and have not received reimbursementWe waited this week from their response to ensure processing time of our refund back on our credit card, and we still have not received itRefund policies were not explained to the customer and there are inconsistencies with knowledge of these policies among employeesIt was never expressed to us that we would need to meet in person receive our refund and sign a formAs explained in our initial complaint, one of the owners stated that they would mail our check to us when we had called to state that we had not received it with our CD of photos that were mailed to us at the end of NovemberThe owner reassured us that they would mail out the check to us that same day on December 3rdWe would like to ensure that we receive the our refund from Bella Rose Photography through our communications with the Revdex.com because of the difficulty in communicating with this business and their persistent delays in responding to our ongoing request for reimbursementIt has been over months since we were overcharged for our final payment for our wedding photos we made back in June, which the business acknowledged they had difficulty processing our refund through credit card servicing companyThey made no effort to mail the check when they falsely stated that they had, nor did they communicate with us about meeting before this complaint was submitted to the Revdex.comWe would like Bella Rose to reach out to us to request our new address since we recently moved and have the reimbursement mailed to us in a timely mannerWe would like some customer service and what is rightfully ours

I am rejecting this response because:Owner only after the Revdex.com complaint has said the canvas is at their officeNo previous attempts to communicate about canvas arrival were madeOwner was notified on 4/9/that there was audio missingOwner said in Revdex.com response "Audio quality is not guaranteed",this is not complaint of audio qualityIt is complaint that there is no audio (no sound at all-video only between 3:57-6:in the dance file)Owner has said she will "look" at the video but has no promise to fix the problemIt has been days (since 4/9/16) with no solution to missing audioAfter days of no progress we do not believe the owner is acting in good faith to solve the problem

I am rejecting this response because: We were not provided a copy of all of the images and the included emails clearly indicate that Jessica was aware that our purchase included the requested professional images of one photo of our choice

Client has had their photos on time for many monthsThey asked for the Color version of some of the reception images that were black and whiteWe had this disc and image for a referral ready for several monthsClient was a no show TWICEThis last time due to a personal emergency we were unable to meet with clientItems are available and can be picked up with a scheduled appointmentWe are unable to meet on Saturdays but are willing to meet any other day during available times

I am rejecting this response because: we only missed pick up one timeWe called and no one answered the phonesWe should have been told that a last minute emergency arose because we made a special trip for photosWe would like the items to be mailed to us, as the business is inconsistent with their store hours and we have since moved awayIn addition, their phone is out of service and we have not been able to connect with them to set up an appointment

The reason for the delay was a change in videographers and severe health issuesGiven your grandfathers condition I am sure you can relate to serious health issuesMy husband almost died and truth be told hat came firstI will be providing the video as promised

The canvas is and has been at the studio for pickupIt still can be picked up during business hoursAudio quality is not guaranteed the dance file is being looked as promised to the clientNo refund will be grantedPlease arrange a time to pickup canvas thank you

I am rejecting this response because: While we do not have the contract readily available as we are in the process of moving, I know it does not state word for word that you will be providing the first look footage in the contractHowever, the first time I met with you in your office, you verbally stated you would be providing us with that footageDuring that time, I explained how we were extremely nervous because we didn't have a photographer/videographer booked at that point, as the wedding was just a couple months awayI was so appreciative of your willingness to work with us and ensure our special day would be captured stress-freeApparently I was wrong, as we are having to try and get the rest of what we paid for almost a year laterOur first look was an extremely special moment for [redacted] and I (hence why I wanted it on film) so if you are not going to be providing us with that, I am very regretful we had you and Jesse in the room to share that moment with us In your last response, you never addressed why I cannot open the link to download my father’s speechI am still waiting for thatOut of everything else, we were promised to receive his speech Lastly, because I went to school for broadcasting and created packages for the news, I know how downloading, editing and sending the footage worksWhile it does take time and work (there's no denying that), it should not take almost a year to finish the job This was the most important day of our livesI am so disappointed you’re requesting to see the contract versus sending us the rest of the video and ensuring we are 100% satisfied with your service and finished productThis is why we have contacted the Revdex.com to attempt to resolve this stressful issue

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ The deposit is nonrefundableCustomer emails were never receivedClient has photos nowClient did admit to never calling nor sending a Facebook messageWorking with client to resolve Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contract should be void if photos are not returned to client in days (as that is what is stated in there contract) Regardless Our session was taken on June 18th and photos were finally returned on September 16th (days later) after several emails were sent with no returnThey are stating they never received the emails I sentNo Facebook message was sent because that is not the way we typically communicate with professional businessesImages were finally sent after a Revdex.com complaint was sent to themWe no longer want or need Bella Rose as our wedding photographer due to these issues we do not feel comfortable with them shooting our wedding or returning images on timeWe would like to pay for our session and photos they returned to us which on their website states an engagement session is $so we are asking for $refunded from the initial deposit we gave them since we will now need to find another photographer that can better suit us and our needs Final Business Response / [redacted] (4000, 16, 2015/10/05) */ The client has a signed contract that states no refund of the deposit for ANY reasonThe client had SEVERAL ways to reach us including our office telephone number, my cell phone number (which she was given at her engagement session when they were minutes late), my direct email, our business Facebook email as well as we were friends on FacebookThe client had previously contacted me on my direct email and via FacebookIn addition, prior to and on the day of her engagement sessionThe clients engagement session is a bonus and not a part of the contract - it is simple a way for us to get to know the clientOn the day of said engagement session the client was over minutes late for her appointmentWe typically cancel after minutes but she begged for us to still accommodate herNot only did we do engagement photos but we also did family photos and pushed the session after theirs backA settlement offer was made to client with no response Final Consumer Response / [redacted] (2000, 18, 2015/10/16) */

#You did not pay $for your videoWe traded a hotel night for basic video which includes the ceremony, toasts, and dances#The footage of your fathers speech was sent you via download on 11/29/Here is the link and attached is a screen shot of that upload https://www.dropbox.com/sh/stg5elnb3yvaq5p/AAD30Fhx0bg6lB3GS6daPG93a?dl=0Please confirm you downloaded this videoThank you

Our phone is not out of service please be sure you are dialing correctly###-###-#### and we can arrange you getting the items

Voicemail was left on phone number on file on May 2nd notifying client canvas was inAudio is not guaranteed on footage although we are looking into a solutionIn addition we did offer to provide an additional product to provide to provide a more finished productClient only purchased basic videography and received well above and beyond this package

Please provide a copy of your contract stating these images are includedWe do not include prints with any wedding packagesIt is Digital images

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

The digital negatives are exactly that digital negatives and are the exact same as you were shown at the sessionThese have been delivered via a downloadThe tracking number has been provided and attached is receipt of delivery

Initial Business Response /* (1000, 6, 2015/12/01) */
Customers typical get 50-finished images per hour photographyClient had us booked for hoursThis would be a total of 200-imagesClient ended up with imagesHer are the images
http://www.yourbellarosephotos.com/2015/2015-Weddings/08-07-15-***-***/
No refund will be given and no additional images will be providedWe would be more than happy to meet with client in person to discuss the situation more depthOur door is and always has been open for discussion in person
Initial Consumer Rebuttal /* (3000, 9, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner responded that I will not get any additional photos nor a refundI do NOT accept this offerI will accept no refund if I can get all of the proofs that were promised to me in numerous phone calls and emailsIf I do not get the photos then I want the refundI have only received photos of *** and I looking at the cameraThis is not acceptable when I have received photos of me getting readyThe ceremony photos did not include my initial entrance into the ceremony space, my dad and mom handing me off to *** or the person walking my ring bearer down the aisleIn addition they are very washed out and hard to seeAny bride would expect a grand entrance photo and I do not have thisAlso I only have photos of my maid of honor and me (Croppsame photo)
Questions for Jessica:
Are these typical ceremony photos? If not why was I not informed of this so I could request them?
In the park I only have photos of me with *** looking at the camera and they are crops of each otherIs it typical to get only photos of *** and I (Crops and ones that my dress/accessories are not looking nice)?
Was it expected of me to ask for more than 18?
Do you even have the photos?
Where they ruined?
Are they usable?
Why did you say you would send them (Including all the proofs) and now you are not?
Can you honestly say that you did a good job?
I am willing to do arbitration if needed to get this resolved
Again, if you do not have the photos/and proofs that you promised me via phone and email I can deal with the fact that you ruined that part of my wedding-I then want a refund

I am rejecting this response because:
We are not satisfied with the Belle Rose Photography's response for the following reasonsFirst, Jessica states she mailed our purchase twice, once with a tracking number Even though we asked for confirmation of the tracking number we weren't given this information until April 29th, We verified the tracking number at USPS.com and the following information was provided: The U.SPostal Service was electronically notified by the shipper on April 29, to expect your package for mailingThis does not indicate receipt by the USPS or the actual mailing dateDelivery status information will be provided if/when available See attached picture. Secondly, we purchased the following GrouponSee attached picture. The Groupon indicates we should receive several prints (one 8x10, two 5xand three 4xof our chosen image)Which we have not received and may have or may not have been mailedIf Jessica is mailing our purchase as she says, where are they being sent? This is concerning to us that someone has possession of our two year olds prints and CD. Lastly, the photos on the link sent by Jessica are missing the enhanced images which were decided on during the photography sales session and when we signed the purchase agreementSee attached picture

Initial Business Response /* (1000, 21, 2015/09/29) */
I never received any letters regarding this and would appreciate the opportunity to respond to this caseThis client has been impossible to deal withShe has received EVERY image from her wedding - numerous edits and photoshopping which is
suppose to be billed at $per hourShe does not listen to reason nor allows us to even explain anythingThe last communication we had she stormed out of the studio when were explaining why we taking multiple imagesAt this point her behavior is harassmentWe have more then satisfied our end by providing all of the services contractedNothing additional will be provided tot he customer
Initial Consumer Rebuttal /* (3000, 23, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business does not know how to be professionalThey are nice to you only to get your businessAfter that they do not care about youThey cancelled our engagement session because Jesse said it was raining and we told him it was not raining where we live but he didn't careHad to reschedule on the day that I was already busyI have not been impossible to work with, I want what I paid forI have been too nice to them and what do I get? Sy attitudesI have not talked to this company for over months when Jesse sent me an email about coming in to talk to himI told him I do not come to StCloud that often and my husband works Mon-SatI explained this to himMy husband and I have gone in to talk with them (Jan 31, 2015)and they promised us they would take care of everything and give us a free canvas print for the inconvenience and fix the glare in the glassesThe pictures edited right because Jesse said Sheila was too busy and overwelmedJesse said he would personnally take care of everything himselfUsually a company sits down with you and your husband to make things right so the customer(s) are happyI still want to develop pictures that have glare in the glassesNOT PROFESSIONAL LOOKING! They gave me the disk of raw images without me asking for itThat was their choiceAbout editing pictures I asked them to take the shadow out of the picture - I had the photographers shadow on me and my dressEvery time I go in there by myself they treat me as if I am stupidThe word goes around about a business that can either help or hurt the businessI don't see how they are still in businessThere are so many bad reviews about this business on the internetFuture customers, check reviews on all businesses before going with themWe were married on 9-13-Today is 9-29-15, it's been over a year dealing with this companyPoor business etiquette
Final Business Response /* (4000, 32, 2015/10/19) */
I am making one final request for the client to contact us for an in person meeting to resolve this issueWe have been made aware of her slanderous comments to a variety of sources and will have no choice but to file charges with our attorney if it should continueWe are more than happy to work with this client to resolve this in a professional manner which includes allowing us to finish our sentences and explain our processesWe ask that the client contact us to schedule an appointment any Tuesday or Thursday 10am-5pmWe have had NUMEROUS conversations in person, via email and on the phone to resolve thisThe bottom line is the client received full photography services - several different edits of her images as well as all the raw images from the dayAgain we ask that the client contact us to schedule an appointment any Tuesday or Thursday 10am-5pm

Customer album proof was completedCustomer never arranged payment for additional pages & upgradewould be happy to print the last proof confirmed. metal prints came with package and we have had them available for a significant amount of timeCustomer has been very kind but it
has been nearly impossible to find a time for us to meet. If Angie or Jeremy can arrange a time for pickup that would be fantasticOur hours are 9-M-F and Thur 4:- 7pm We are closed December 20th - Jan 3rd for the holidays Best time for pick up would be Jan 4th or 5th or we could accommodate a Sunday meeting (noon -5pm) Jan 8thIf proof is ok'd album would also be available at that time

Your photos are ready and have been ready for pickup since Friday October 1stPlease call ###-###-#### to pick them up