Bruce Lemler Photography

Review: I purchased a [redacted] for a boudoir photography package from Bruce Lemler Photography that was to include a password-protected online gallery of my images and a CD with the same. I did my shoot on June ** (deal expired prior, but [redacted] extended the deadline by three months; I have an email as proof); afterward [redacted] reiterated that the online gallery and CD would be ready in about four weeks. After well over a month of no contact or update, I emailed [redacted] (August **, six weeks after the shoot) to inquire about the status of my photos. He responded on August **, claiming he had been on vacation and would try to have the pictures up that weekend. After over two more weeks of silence, I followed up a second time (August **) to inquire about the status of my photos. On September [redacted] asked for a password for my gallery and said the pictures would be posted that night. I sent him a password not long after he sent the email but did not get a link to the gallery, nor can I find anything on his website leading me to it. I contacted [redacted] yet again yesterday to ask for an update, and he has not responded. My boyfriend called [redacted] and stopped by his studio yesterday but was not able to reach him. I too left [redacted] a voice mail this morning asking for an update and if there were extenuating circumstances causing the delay of my photos. Since his email requesting the password, I've heard nothing. I coughed up good money for the [redacted] AND hair and makeup (I have a [redacted] record from June * to prove the transaction) AND tips, but I have nothing to show for any of it except a string of emails with empty promises from [redacted].Desired Settlement: I want a refund of everything I've paid: the [redacted] deal, the extra charge for hair and makeup, and the tips I gave [redacted] and his hair/makeup stylist. The breakdown is as follows: [redacted] deal: $74 hair/makeup charge: $100 tips: $50 total: $224

Business

Response:

May we begin by stating that we truly enjoy working with [redacted]--she is a return client and we would love to maintain that relationship. Additionally, the images referenced in the complaint have been received, and indeed were received in time for [redacted] boyfriend's birthday---the reason for which they were purchased. We also MORE THAN DOUBLED the amount of images delivered in the online gallery (we state approximately 100, but delivered 236) and we allowed [redacted] TWO ADDITIONAL LOOKS (one: with her boyfriend; two: her boyfriend alone) on top of the 3 looks she had purchased--again, FREE. We honored her expired voucher, although we were not required to, simply because she was a great client and we wanted her to return.

On to the specifics of the complaint:

!. The offer includes an online gallery OR a CD--not both.

2. In all of our communications regarding turnaround from shoot date to gallery readiness, we state APPROXIMATELY 4-6 weeks. This was a verbiage update as of Spring 2013. Since [redacted] had an old voucher, it would not have included that information, stating "approximately 4 weeks" instead, but the appt. reminder would have. In any case, we DO state "approximately" since turnaround varies based on shoot schedule. The only turnaround guarantee is the 1-week turnaround upgrade, which we offer to all of our clients.

3. We do apologize that we did not communicate more often and openly with [redacted] during the editing process. We spent August **-** driving with 3 young children halfway across the country, staying with relatives in four different cities in Iowa and Wisconsin. [redacted] had hoped to be able to sneak in some editing work, but the situation was simply not conducive to editing boudoir photography.

4. We tell clients to always call before stopping by the studio, as we also shoot on-location and in New Jersey, so are out of the studio a great deal of time.

Again, we hope this clears up the matter of the missing images, and that [redacted] returns to us soon!

-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The end product is not what I paid for.

A few of [redacted] claims are false. For example, the [redacted] explicitly says in the description that both a CD and gallery are included in the offer. Although [redacted] is correct in saying he was not required to honor the expired voucher, I contacted him well in advance of the May ** expiration date to arrange my shoot. The 4-6 week figure is also inaccurate. All the email responses I received, including an out-of-office reply from September, said approximately 4 weeks; but it took over 10. In my eyes, 10 weeks is well beyond the 4-week approximation and therefore unacceptable. In addition, this is the first time I'm hearing about the shots with my boyfriend (and him alone) constituting two additional complimentary looks. I did not ask for these; [redacted] offered them. He is indeed generous in this regard, and for that I'm still grateful. However, I was horrified when I finally did get the pictures. What looked acceptable on the tiny screen on the back of [redacted] camera turned grotesque in the online gallery. My boyfriend and I were too uncomfortable to view them all because I looked like a [redacted]. The goal of this shoot was [redacted], but thanks to the subpar makeup job courtesy of his stylist, I received [redacted]. Also particularly disturbing were several shots of my[redacted]. I notified [redacted] of my dissatisfaction and requested a refund of the hair/makeup fee, but he ignored my messages. Upon being contacted by Revdex.com, he said his girlfriend, [redacted], would address my claim. Not once did I hear from her.

Sincerely,