Burford Capital Investment Management LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I am pleased that Ms*** and I are in agreement that photos taken on March 15th (and paid for on the same day) have not been delivered in what some would consider a timely manner, I am not accepting the response offer for the following reasons: At the time of purchase I was asked to put an email address on the order formI was told that a "link to an online gallery will be emailed" and that I could select my poses and order more if interested. I received no email or notificationsOn June 14th I looked online at my bank account to retrieve the name of the photographer/studio and found Angels Above Design on ***I posted a message on the business' page inquiring the status of my purchase and searched their albums for pictures of my daughter- there were none postedI contacted *** ***, the Director of the pageant in question, and she gave me Ms***'s nameI found her on fb and sent her a private messageI will add that when I mentioned the situation to Ms*** she commented that other parents are having similar issues and that she would contact Ms*** by phoneMs *** did respond promptly (days later) and was apologeticShe informed me that the photos (TAKEN AND PAID FOR JUST OVER MONTHS PRIOR) were posted on her personal fb page (she added, "not all photos" ) with a link to a galleryI was unable to open the link, however eventually I did see the ones that were posted on her pageYES- Once I was able to access the gallery I delayed making my selections for a month and days- It was summer! After all, it had already been months- what's another week or MY SELECTIONS WERE MADE AND ACKNOWLEDGED BY Ms*** on August 19th September 18th- *** *** contacted me and asked if I had received my photos yetShe informed me that the studio was coming to photograph her event the following dayShe offered to receive the photos on my photosI contact Ms***- as you see (from her response) her "daughter would be taking photos to her." When I spoke with Ms*** again that evening to inform her to be on the lookout for the photos she commented once again in detail of the problems others (including herself with her granddaughter's photos) have encountered with Ms*** when trying to obtain their purchases. I then submitted my complaint to Revdex.com I was not aware that the photos were supposedly damaged until Ms*** replied to my complaintHer response is a little vague in regards to "a check written for a full refund." Does this mean that I WILL BE RECEIVING A CHECK FOR A FULL REFUND?? I greatly appreciate Revdex.com of Western Virginia's help in this matter. Thank you, *** ***
Regards,

I had not spoken to customer for her to know the photos had a crinkle in photos and our not to our standardsAll photos have been reordered through the professional print lab and I am expecting them anytimeAs soon as they arrive I will send them via parcel post with a delivery receipt to the customerThe package will include original selection of photos plus additional photos along with a check for a full refund, as requestedHopefully this issue will be resolved by October 19th (allowing extra time for delivery through parcel post).Please advise if there is anything further that we need to provide and/or clarify.Sincerely,*** ***

Yes, we do agree that this has taken a while to get printed photos to this particular clientHowever our conversation stared on June 14th, she couldn't get to the photos that was upload to on an online gallery, so they were uploaded to a personal *** account for
her to select the photos she wanted for her package on June 17th. We could not tag her so a private FB message was sent with the link to the photo album and asked her to select which photos she wanted printed. We had not heard back from her and had talked to the pageant director, she called her to remind her to select the photosOn July 9th she contacted me asking about the number of poses and had questions regarding the collection she purchased. I told her I was at a festival and would have to get back with her, on July 14th, I messaged her the informationI spoke with her on the phone and she said she was going to the beach and would try to make the selection and note on the FB album before she leftOn Aug19th she apologized that it took so long to make the selectionI told her I would get them orderedSince her address was a PO Box, I had them delivered directly to our location.Yes, they did come in and I didn't get them right out to her, I was involved in a large graphic design project and didn't delegateOn Sept 18th she messaged me asking if it would be easier to give the package to the director since she drives by her place of employment everydayThe director and I do meet by not regular since we are in different townsHowever there was a pageant on September 19th which the director was putting on, so I asked if she was going to be there, she told me noI told her I wasn't either since I was in ***, but my daughter would be taking photos to her and I would be talk to the director soonI was not in a place that I could call her at that weekend, when I returned to the office there was a Revdex.com Complaint
Since part of her complaint that her daughters photos were on my *** page (personal not business) I have set the settings to private until she has photos in her hands, then I will delete them from ***Even though she has signed a release that we can use them for promotional use.Yes, I do have the photos, but they have been reordered, they were damaged in the transitHer selected package was ordered along with additional photosA check was written for a full refundAs soon as new photos are delivered they will be promptly turned around to her via hand delivery or certified mailed to her, as per the clients instructions.Pageant photography has not been the main focus of our business model, therefore we are implementing new policies and procedures:The photographer will select best photo for any purchased collections, no longer waiting on the client to choose.Additional photos will be posted on our site for purchase and/or social media downloads with our watermark.Street addresses will be needed for direct shipping from our professional lab.New internal tracking procedures will be put in place, so clients do not fall through the "cracks".I apologize to this client that she fell through the cracks and was not followed up on in a timely matterWe value each and every client and have enjoyed attending and taking photos during pageantsWe hope by refunding money and printing additional photos this client will be satisfied with the end result

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]