I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is a ridiculous offer 20% refund would not even cover the gas we had to pay for the hour trip Number yes there may have been poses but half or more were bad I hardly call that poses! Number yes they used three back grounds but the white one was dirty which in return my pictures look dirty! Number your website says nothing about the break down in studio time I call that advertising! Number do not let me make an appointment at 3:20pm and you bring us back at 4:40pm that's also advertising!! Number yes I was offered a 15% discount but I still can not afford the dollars I would of had to pay on top of the I gave you all days earlier which I explained to the worker!! I would not say the [redacted] studio was professional at all they are a far cry from professional!! Number when I called to ask about pricing I should have been told right then and there I would not have the rights to the CD but hey that's what companies do MISLEAD! I want 100% refund or the rights to my CD!! 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
The reason that I am not satisfied with the proposed resolution from the business is for the simple facts that the statements they are making are and did not happenThe corporate side of this business is attempting to hide the true facts of what happened that day and the corresponding weeks followingI at no time was offered a gift certificate to come back to the businessThe main reason for that was along with the initial complaint I had called the local studio regarding the negative overall experience of how my family was treated that day and the mental anguish that it caused on us allI called and spoke with *** who was a manager at the *** location and she was also the representative from the company who offered us the full refundI had called and spoke with her regarding the negative comments made by our photographer that negatively enhanced our photo shoot and our hour trip to have pictures takenI have a son by a previous marriage who is and was very jealous of his newborn brotherSo much that he did not want to even come and visit us or his brotherMy wife had talked him into coming with us to take pictures that day and when the photo shoot started we were rushed through trying to take picturesIt was right before Christmas and the business had taken in way too many appointments and were backed upWe waited over an hour to even start and the overall atmosphere in the business was the same amongst some of the other patrons thereOur photographer was telling us to put the two brothers together to take photos when our youngest had not been around his brother but twice in his life which made things awkward for my oldest sonEven after several failed attempts at getting those two together the photographer pushed for us to keep tryingMy wife told the photographer that we could just use what we had and already taken and we would choose one of those pictures for the packageWe were told that in order to place an order we had to take somewhere around portraits so we were more or less forced to fight through them or give up two hours of waiting and taking pictures with the possibility of not getting pictures together againThe next attempt the photographer took to take the brothers pictures failed again and in disgust she looked at my oldest son and told him "someone just doesn't like his brother does he"Not only did this enrage me as the studio was open for everyone around to hear what the photographer saidMy son was humiliated in front of lots of people for no reason at allThis lady said it so loud that her manager heard what was said and she admitted hearing this and getting on to the photographer before I even called to voice my complaintFrom that point on through the session it was unbearable to even be there at the business much less to take portraitsIt infuriates me that the business can write to the Revdex.com and state "Portrait Innovations strives to provide excellent customer service"That day was the exact opposite as they strived to create a stressful environment by booking several customers within short time spans of each other knowing that the sessions would take longer than the time allottedIt created a negative environment for several of their customers and probably ensued over to the employees as wellThat day was about making money and not customer service. The problem with their recollections on our pictures is that they are as wellThe girl with the same last name whom informed us that she had received our pictures stated to my wife that she did not open the wrong package with the wrong name on it but yet our picture was intermingled with hers inside of her packageThe only reason she "reported" to my wife was because of her acquaintance with my wife's ex husband or she would not have known whom to contactRegardless our picture should have not shown up to anyone else but usI know it was not their intention to release any such information but the issue at hand is that they did and that is what I am asking your group to take into hand. They also stated that they offered to reorder our 16xportrait with overnight shippingOur problem with this is that our picture was not to be released to anyone other than usWe knew with the current state of social media and networking that it would be possibly for the said family whom received our picture to possibly publish it or post it onlineWe did not choose to accept this same picture as I stated with the corporate office that I spoke to that we no longer wanted that particular portrait because there was chances that it had already been put out into the public due to the hostility of the break up between my wife and her ex husband which was not goodWe had purchased the rights to our pictures on a cd and had already went and ordered Christmas cards from an outside source with this same imageMy wife and I made the decision not to use this image due to the possibility of it getting released in a negative way from the incorrect people who received it without our consent so I also asked the business since they are in the business of printing cards if they would reprint ours do to the circumstances that they put us in , and they denied having responsibility to do such thingI have receipts where we purchased cards and received them and also over people who can testify that we always give out Christmas cards every year yet we did not at all this year due solely to the situation we were put in by Portrait Innovations I also do not understand why the company would offer a gift certificate when there online Facebook page clearly states that the exact same picture in question is a value? The business also stated that "the customer refused to provide their home mailing address" which is yet another statement We were offered a free Christmas ornament with our package that we agreed to with the stipulation that we had to pay a shipping fee for the "free" ornamentMy wife agreed to the free ornament and paid the shipping charge and gave our addressI am sure it doesn't surprise your organization when I tell you that the free ornament that we paid for and provided our address for never showed up to us eitherAs hopefully you can clearly see that this whole interaction with this business was a negative oneThere was at no time customer care for my family and at no time did the company strive to provide quality customer service and attempt to make anything right for the amount of mental heartache we have endured due to our trip to Portrait InnovationsI have no problems of returning these pictures to the studio or the corporate office but I will not mail them to protect them from getting my address that they have or so called do not haveIt would probably not be in the best interest of the business for me to ever have to step into their doors again after the way I have been harassed and bullied by their continuous misleading lies all of the way up to the letter that was sent back to the Revdex.com from themThat I will leave it to the Revdex.com as to whether or not I should go back but my mindset on this is the following- they did not treat my family fairly during the initial setting and choose to berate my son in front of an audience within the storeThey released my wife's numbers to certain family members associated with her ex husband which we did not choose to happen intentional or not, and then treated this as no big deal yet it was to our family.3.Released our family picture to the same family whom had this said picture and had discretion as to what they wanted to do with it without our consent and Portrait Innovations did not take responsibility for this as well , simply said "sorry" but it was a much bigger deal to us who paid for their services.4.This group has caused several confrontations over the phone that should have never happened if the said business had acted professional in any of their dealings.5.And last but not least I have had to sit and read the lies put forth by this money hungry company to attempt to sweep all of these issues under the rug and put themselves out to the Revdex.com as a caring bunch of guys who just made a mistake or maybe but whose counting? These are the type of issues that directly underlines customer NO SERVICERegardless of how many mistakes that was made they are still lead to believe that this was a issueI hope you now see why the local manager of this business offered me a full refund no questions asked because the entire experience was nothing but negativeI can take and gather up all of my pictures and for that matter I can just take the cd and make prints and then I will still have the pictures and take everything backMy bottom line is that with all of the stress and torment that I have endured from this business I am just not sure it would be the best idea to show back up at their studio but if they insist that I do this that is fineJust the mere thought of their company name makes me sick to my stomach and I wont be a happy camper to have to cross back into the business as all of this traumatic stress will probably flare back up as soon as I do
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 belowThis is a ridiculous offer 20% refund would not even cover the gas we had to pay for the hour trip. Number yes there may have been poses but half or more were bad I hardly call that poses! Number yes they used three back grounds but the white one was dirty which in return my pictures look dirty! Number your website says nothing about the break down in studio time I call that advertising! Number do not let me make an appointment at 3:20pm and you bring us back at 4:40pm that's also advertising!! Number yes I was offered a 15% discount but I still can not afford the dollars I would of had to pay on top of the I gave you all days earlier which I explained to the worker!! I would not say the *** studio was professional at all they are a far cry from professional!! Number when I called to ask about pricing I should have been told right then and there I would not have the rights to the CD but hey that's what companies do MISLEAD! I want 100% refund or the rights to my CD!!
Regards,
*** ***
Please
accept our apologies for the customer’s negative experience at our studio in *** **Portrait 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
concerns
Per our
telephone conversation with the customer on December 10, 2015, we apologized to
the customer for their information being accidentally given to another customer,
as they have the same last name, and personal information such as telephone
numbers are only included inside the package on the packaging slipWe are
sincerely sorry that the incorrect customer chose to contact the customer’s
wife instead of reporting the mistake to our studio so that we could resolve it
directlyIt is never our intention to release any customer’s personal
information and we take pride in protecting our customers’ privacy at all
timesWe are following up with our Studio and Regional Managers to ensure that
customer’s privacy is protected at all times and that they are improving their
quality assurance procedures
Due to the
customer’s experience, our Customer Service Department offered a Gift
Certificate for the amount of $25.00, however the customer declinedWe also
reordered the customer’s correct 16xwall portrait with overnight shipping
time to their local portrait studio because the customer refused to provide
their home mailing addressWe have reached out to the customer’s local studio
to verify whether the reordered 16xwall portrait is available for pick up
and it is currently availableIf the customer would like to accept the one-time
use $Gift Certificate we will be happy to issue that to themPortrait Innovations
Gift Certificates can be used at any Portrait Innovations studio location and
does not have an expiration dateGift Certificates arrive via email within 1-
business days of acceptancePlease have the customer let us know if they would
like to receive that
Although we
are unable to issue a full refund to the customer without the return of
products and prints, we will be happy to issue a 20% discount without the
return of products, if they do not wish to receive a Gift CertificateThe 20%
refund would be in the amount of $in the form of a refund check to the
customer’s homeIf the customer would like to accept the 20% refund instead of
the Gift Certificate, that will arrive to their home in 7-business days of
acceptance
If the
customer would like to receive a higher refund than our offer of 20%, they must
return prints and products either to their local studio or to our Corporate
Office directlyIf the customer would like to mail prints and products to our
Corporate Office directly, we will also include up to $of any shipping
costs incurred when mailing to us
In
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 future. Thank you for providing
feedback and the opportunity to further improve our business
Please accept our apologies for the customer's negative experience at our studio in *** ** Portrait 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 concerns.Although our studios are often busy, Portrait Innovations' goal is to service all customers in a timely manner and minimize wait times as much as possibleDue to the nature of our business, situations can arise that require extra time or attention (such as calming a crying child), that have the potential to cause delaysHowever, all of our processes and procedures are designed with this in mind, and our employees are trained to deal with delays efficiently, effectively, and without compromising customer serviceIn situations where delays are unavoidable, we endeavor to keep customers informed and update them if the expected wait time changesAnytime the Portrait Innovations Corporate Customer Service Department receives a report of excessive or poorly managed wait times, it is taken very seriouslyWe understand that prompt service is one of the main reasons people choose Portrait Innovations and is key to an enjoyable customer experienceTo this end, we will follow up with the Studio and Regional Manager immediately to make sure that this problem is properly and completely resolved.Portrait Innovations values all our customers, whether they made an appointment in advance or are walking in for a portrait sessionWe are very sorry to hear that the customer had difficulty regarding their appointmentSince our business is primarily appointment-driven, Portrait Innovations has a very detailed appointment booking procedure, designed to eliminate scheduling mistakes and miscommunicationsHowever, in the rare event that a mistake is made, we greatly appreciate being notified by customers so we can resolve the problem immediatelyFor all customers, whether walking in or arriving for an appointment, our policy is to never turn away a customer or provide sub-standard service for any reasonWe respect the value of the customer's time, and appreciate their assistance in avoiding these types of errors in the future.Excellent photography is the core of our businessWe were alarmed to hear that their photography session did not meet the high level of quality they have come to expect from Portrait InnovationsWe understand that superb portrait photography requires not only technical competency, but also a talent for working with and relating to peopleFor this reason, Portrait Innovations thoroughly trains our photographers in the mechanical, artistic, and personal aspects of portrait photographyOur goal is to work with the customer to create the personalized portraits they envisioned for their family, including a variety of quality poses, backgrounds, and propsOur website currently states that the studio experience should last hour to hour and a halfThis includes the portrait taking process, the photo viewing process, as well as our same-day printing processPortrait Innovations associates are required to spend 20-minutes in the camera rooms, 20-minutes at the sales station, and allow 20-30 minutes for the customer's portraits to print on sitePortrait Innovations associates also shoot 40-60 shots on 3-backgroundsThe customer received shots on backgrounds, as well as outfit change We sincerely apologize if the customer felt rushed, and that they did not receive satisfactory customer service regarding their portrait sessionThankyou for making us aware of this issueWe will follow up with the Studio and Regional Manager to address any training or personnel issues that may have caused this problem.Regarding our reprint and copyright release policy, due to the size and number of digital images that are captured at each studio, our computer systems cannot store customer images for any period of time beyond the original portrait sessionFor this reason, we offer a Free Bonus CD with many of our popular collections that contains a digital copy of the customer's portraitsThe purpose of this CD is to allow customers to return to Portrait Innovations in the future and have reprints madeAll of our employees are trained to present a consistent, scripted explanation of how the Free Bonus CD works, so that customers understand the benefits and intended use of this productIf the customer feels that this information was miscommunicated in anyway, please accept our apologiesWe will follow up with both the Studio and Regional Manager to ensure that all employees are properly explaining this product, and answering any customer questions as clearly and accurately as possible.Purely as a service to our customers, the Portrait Innovations Corporate Office will occasionally agree to issue a limited copyright release for customers to print certain products through other companiesThis is only considered for products that are not in any way similar to, or in competition with, products sold at Portrait Innovations studiosBecause of the significant costs that we incur operating our freestanding studios, we cannot provide a copyright release for customers to take our high-resolution, professional images and have them reproduced for pennies at a chain store, kiosk or drug storeIf we did this, we would be out of business very quicklyAs such, we must adhere to our copyright release policy and hope the customer can understand and appreciate our reasoning Per our telephone conversation with the customer on April 3, 2015, we apologized to the customer and explained that she was ineligible for a Copyright Release for all images due to the package that she purchasedAt this time we offer multiple options for our Portrait CDWe offer the Free Bonus CD that comes included with the purchase of below a Pose Package which is an archival CD meant for reprints at Portrait Innovations studiosWe offer a Portrait CD with High Resolution files of purchased images between a Pose Package and a Pose PackageWe also offer a Portrait CD with High Resolution files of all images taken with the purchase of a Pose Package or higherAll images taken at Portrait Innovations are copyrighted and must have a Copyright Release Form submitted in order to receive permission to print elsewhereAs offered by our Customer Service Department during the customer's telephone conversation, the customer was offered the option to upgrade their package to one that qualifies for release of High Resolution images, as well as a 15% discount off of the upgrade purchase The customer declined our offer.If the customer does not wish to upgrade their portrait package, we will be glad to make an exception and issue a 20% refund without the return of product which would come in the form of a refund check to the customer's homeIf the customer would like to receive a refund of a higher amount they will need to return their prints and products to their local studio for a refundIf the customer returns 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 their next purchase, or they can mail it to the address on the voucher and receive a check in the mailIn the customer's correspondence they mentioned that they do not live close to the portrait studioIf the customer would like to mail prints and products to our Corporate Office directly, they are welcome to do soWe will also reimburse up to $of shipping costs that the customer may incur when mailing to usIf they return all of their products they will receive a full refund; if they return only part of products they will receive a prorated refund based on the amount of products returnedPlease have the customer contact our Customer Service Department to inform us if they would like to upgrade their package, or return their package.In 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 business. Sincerely,Portrait Innovations, Inc
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is a ridiculous offer 20% refund would not even cover the gas we had to pay for the hour trip Number yes there may have been poses but half or more were bad I hardly call that poses! Number yes they used three back grounds but the white one was dirty which in return my pictures look dirty! Number your website says nothing about the break down in studio time I call that advertising! Number do not let me make an appointment at 3:20pm and you bring us back at 4:40pm that's also advertising!! Number yes I was offered a 15% discount but I still can not afford the dollars I would of had to pay on top of the I gave you all days earlier which I explained to the worker!! I would not say the [redacted] studio was professional at all they are a far cry from professional!! Number when I called to ask about pricing I should have been told right then and there I would not have the rights to the CD but hey that's what companies do MISLEAD! I want 100% refund or the rights to my CD!! 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
The reason that I am not satisfied with the proposed resolution from the business is for the simple facts that the statements they are making are and did not happenThe corporate side of this business is attempting to hide the true facts of what happened that day and the corresponding weeks followingI at no time was offered a gift certificate to come back to the businessThe main reason for that was along with the initial complaint I had called the local studio regarding the negative overall experience of how my family was treated that day and the mental anguish that it caused on us allI called and spoke with *** who was a manager at the *** location and she was also the representative from the company who offered us the full refundI had called and spoke with her regarding the negative comments made by our photographer that negatively enhanced our photo shoot and our hour trip to have pictures takenI have a son by a previous marriage who is and was very jealous of his newborn brotherSo much that he did not want to even come and visit us or his brotherMy wife had talked him into coming with us to take pictures that day and when the photo shoot started we were rushed through trying to take picturesIt was right before Christmas and the business had taken in way too many appointments and were backed upWe waited over an hour to even start and the overall atmosphere in the business was the same amongst some of the other patrons thereOur photographer was telling us to put the two brothers together to take photos when our youngest had not been around his brother but twice in his life which made things awkward for my oldest sonEven after several failed attempts at getting those two together the photographer pushed for us to keep tryingMy wife told the photographer that we could just use what we had and already taken and we would choose one of those pictures for the packageWe were told that in order to place an order we had to take somewhere around portraits so we were more or less forced to fight through them or give up two hours of waiting and taking pictures with the possibility of not getting pictures together againThe next attempt the photographer took to take the brothers pictures failed again and in disgust she looked at my oldest son and told him "someone just doesn't like his brother does he"Not only did this enrage me as the studio was open for everyone around to hear what the photographer saidMy son was humiliated in front of lots of people for no reason at allThis lady said it so loud that her manager heard what was said and she admitted hearing this and getting on to the photographer before I even called to voice my complaintFrom that point on through the session it was unbearable to even be there at the business much less to take portraitsIt infuriates me that the business can write to the Revdex.com and state "Portrait Innovations strives to provide excellent customer service"That day was the exact opposite as they strived to create a stressful environment by booking several customers within short time spans of each other knowing that the sessions would take longer than the time allottedIt created a negative environment for several of their customers and probably ensued over to the employees as wellThat day was about making money and not customer service. The problem with their recollections on our pictures is that they are as wellThe girl with the same last name whom informed us that she had received our pictures stated to my wife that she did not open the wrong package with the wrong name on it but yet our picture was intermingled with hers inside of her packageThe only reason she "reported" to my wife was because of her acquaintance with my wife's ex husband or she would not have known whom to contactRegardless our picture should have not shown up to anyone else but usI know it was not their intention to release any such information but the issue at hand is that they did and that is what I am asking your group to take into hand. They also stated that they offered to reorder our 16xportrait with overnight shippingOur problem with this is that our picture was not to be released to anyone other than usWe knew with the current state of social media and networking that it would be possibly for the said family whom received our picture to possibly publish it or post it onlineWe did not choose to accept this same picture as I stated with the corporate office that I spoke to that we no longer wanted that particular portrait because there was chances that it had already been put out into the public due to the hostility of the break up between my wife and her ex husband which was not goodWe had purchased the rights to our pictures on a cd and had already went and ordered Christmas cards from an outside source with this same imageMy wife and I made the decision not to use this image due to the possibility of it getting released in a negative way from the incorrect people who received it without our consent so I also asked the business since they are in the business of printing cards if they would reprint ours do to the circumstances that they put us in , and they denied having responsibility to do such thingI have receipts where we purchased cards and received them and also over people who can testify that we always give out Christmas cards every year yet we did not at all this year due solely to the situation we were put in by Portrait Innovations I also do not understand why the company would offer a gift certificate when there online Facebook page clearly states that the exact same picture in question is a value? The business also stated that "the customer refused to provide their home mailing address" which is yet another statement We were offered a free Christmas ornament with our package that we agreed to with the stipulation that we had to pay a shipping fee for the "free" ornamentMy wife agreed to the free ornament and paid the shipping charge and gave our addressI am sure it doesn't surprise your organization when I tell you that the free ornament that we paid for and provided our address for never showed up to us eitherAs hopefully you can clearly see that this whole interaction with this business was a negative oneThere was at no time customer care for my family and at no time did the company strive to provide quality customer service and attempt to make anything right for the amount of mental heartache we have endured due to our trip to Portrait InnovationsI have no problems of returning these pictures to the studio or the corporate office but I will not mail them to protect them from getting my address that they have or so called do not haveIt would probably not be in the best interest of the business for me to ever have to step into their doors again after the way I have been harassed and bullied by their continuous misleading lies all of the way up to the letter that was sent back to the Revdex.com from themThat I will leave it to the Revdex.com as to whether or not I should go back but my mindset on this is the following- they did not treat my family fairly during the initial setting and choose to berate my son in front of an audience within the storeThey released my wife's numbers to certain family members associated with her ex husband which we did not choose to happen intentional or not, and then treated this as no big deal yet it was to our family.3.Released our family picture to the same family whom had this said picture and had discretion as to what they wanted to do with it without our consent and Portrait Innovations did not take responsibility for this as well , simply said "sorry" but it was a much bigger deal to us who paid for their services.4.This group has caused several confrontations over the phone that should have never happened if the said business had acted professional in any of their dealings.5.And last but not least I have had to sit and read the lies put forth by this money hungry company to attempt to sweep all of these issues under the rug and put themselves out to the Revdex.com as a caring bunch of guys who just made a mistake or maybe but whose counting? These are the type of issues that directly underlines customer NO SERVICERegardless of how many mistakes that was made they are still lead to believe that this was a issueI hope you now see why the local manager of this business offered me a full refund no questions asked because the entire experience was nothing but negativeI can take and gather up all of my pictures and for that matter I can just take the cd and make prints and then I will still have the pictures and take everything backMy bottom line is that with all of the stress and torment that I have endured from this business I am just not sure it would be the best idea to show back up at their studio but if they insist that I do this that is fineJust the mere thought of their company name makes me sick to my stomach and I wont be a happy camper to have to cross back into the business as all of this traumatic stress will probably flare back up as soon as I do
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 belowThis is a ridiculous offer 20% refund would not even cover the gas we had to pay for the hour trip. Number yes there may have been poses but half or more were bad I hardly call that poses! Number yes they used three back grounds but the white one was dirty which in return my pictures look dirty! Number your website says nothing about the break down in studio time I call that advertising! Number do not let me make an appointment at 3:20pm and you bring us back at 4:40pm that's also advertising!! Number yes I was offered a 15% discount but I still can not afford the dollars I would of had to pay on top of the I gave you all days earlier which I explained to the worker!! I would not say the *** studio was professional at all they are a far cry from professional!! Number when I called to ask about pricing I should have been told right then and there I would not have the rights to the CD but hey that's what companies do MISLEAD! I want 100% refund or the rights to my CD!!
Regards,
*** ***
Please
accept our apologies for the customer’s negative experience at our studio in *** **Portrait 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
concerns
Per our
telephone conversation with the customer on December 10, 2015, we apologized to
the customer for their information being accidentally given to another customer,
as they have the same last name, and personal information such as telephone
numbers are only included inside the package on the packaging slipWe are
sincerely sorry that the incorrect customer chose to contact the customer’s
wife instead of reporting the mistake to our studio so that we could resolve it
directlyIt is never our intention to release any customer’s personal
information and we take pride in protecting our customers’ privacy at all
timesWe are following up with our Studio and Regional Managers to ensure that
customer’s privacy is protected at all times and that they are improving their
quality assurance procedures
Due to the
customer’s experience, our Customer Service Department offered a Gift
Certificate for the amount of $25.00, however the customer declinedWe also
reordered the customer’s correct 16xwall portrait with overnight shipping
time to their local portrait studio because the customer refused to provide
their home mailing addressWe have reached out to the customer’s local studio
to verify whether the reordered 16xwall portrait is available for pick up
and it is currently availableIf the customer would like to accept the one-time
use $Gift Certificate we will be happy to issue that to themPortrait Innovations
Gift Certificates can be used at any Portrait Innovations studio location and
does not have an expiration dateGift Certificates arrive via email within 1-
business days of acceptancePlease have the customer let us know if they would
like to receive that
Although we
are unable to issue a full refund to the customer without the return of
products and prints, we will be happy to issue a 20% discount without the
return of products, if they do not wish to receive a Gift CertificateThe 20%
refund would be in the amount of $in the form of a refund check to the
customer’s homeIf the customer would like to accept the 20% refund instead of
the Gift Certificate, that will arrive to their home in 7-business days of
acceptance
If the
customer would like to receive a higher refund than our offer of 20%, they must
return prints and products either to their local studio or to our Corporate
Office directlyIf the customer would like to mail prints and products to our
Corporate Office directly, we will also include up to $of any shipping
costs incurred when mailing to us
In
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 future. Thank you for providing
feedback and the opportunity to further improve our business
Please accept our apologies for the customer's negative experience at our studio in *** ** Portrait 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 concerns.Although our studios are often busy, Portrait Innovations' goal is to service all customers in a timely manner and minimize wait times as much as possibleDue to the nature of our business, situations can arise that require extra time or attention (such as calming a crying child), that have the potential to cause delaysHowever, all of our processes and procedures are designed with this in mind, and our employees are trained to deal with delays efficiently, effectively, and without compromising customer serviceIn situations where delays are unavoidable, we endeavor to keep customers informed and update them if the expected wait time changesAnytime the Portrait Innovations Corporate Customer Service Department receives a report of excessive or poorly managed wait times, it is taken very seriouslyWe understand that prompt service is one of the main reasons people choose Portrait Innovations and is key to an enjoyable customer experienceTo this end, we will follow up with the Studio and Regional Manager immediately to make sure that this problem is properly and completely resolved.Portrait Innovations values all our customers, whether they made an appointment in advance or are walking in for a portrait sessionWe are very sorry to hear that the customer had difficulty regarding their appointmentSince our business is primarily appointment-driven, Portrait Innovations has a very detailed appointment booking procedure, designed to eliminate scheduling mistakes and miscommunicationsHowever, in the rare event that a mistake is made, we greatly appreciate being notified by customers so we can resolve the problem immediatelyFor all customers, whether walking in or arriving for an appointment, our policy is to never turn away a customer or provide sub-standard service for any reasonWe respect the value of the customer's time, and appreciate their assistance in avoiding these types of errors in the future.Excellent photography is the core of our businessWe were alarmed to hear that their photography session did not meet the high level of quality they have come to expect from Portrait InnovationsWe understand that superb portrait photography requires not only technical competency, but also a talent for working with and relating to peopleFor this reason, Portrait Innovations thoroughly trains our photographers in the mechanical, artistic, and personal aspects of portrait photographyOur goal is to work with the customer to create the personalized portraits they envisioned for their family, including a variety of quality poses, backgrounds, and propsOur website currently states that the studio experience should last hour to hour and a halfThis includes the portrait taking process, the photo viewing process, as well as our same-day printing processPortrait Innovations associates are required to spend 20-minutes in the camera rooms, 20-minutes at the sales station, and allow 20-30 minutes for the customer's portraits to print on sitePortrait Innovations associates also shoot 40-60 shots on 3-backgroundsThe customer received shots on backgrounds, as well as outfit change We sincerely apologize if the customer felt rushed, and that they did not receive satisfactory customer service regarding their portrait sessionThankyou for making us aware of this issueWe will follow up with the Studio and Regional Manager to address any training or personnel issues that may have caused this problem.Regarding our reprint and copyright release policy, due to the size and number of digital images that are captured at each studio, our computer systems cannot store customer images for any period of time beyond the original portrait sessionFor this reason, we offer a Free Bonus CD with many of our popular collections that contains a digital copy of the customer's portraitsThe purpose of this CD is to allow customers to return to Portrait Innovations in the future and have reprints madeAll of our employees are trained to present a consistent, scripted explanation of how the Free Bonus CD works, so that customers understand the benefits and intended use of this productIf the customer feels that this information was miscommunicated in anyway, please accept our apologiesWe will follow up with both the Studio and Regional Manager to ensure that all employees are properly explaining this product, and answering any customer questions as clearly and accurately as possible.Purely as a service to our customers, the Portrait Innovations Corporate Office will occasionally agree to issue a limited copyright release for customers to print certain products through other companiesThis is only considered for products that are not in any way similar to, or in competition with, products sold at Portrait Innovations studiosBecause of the significant costs that we incur operating our freestanding studios, we cannot provide a copyright release for customers to take our high-resolution, professional images and have them reproduced for pennies at a chain store, kiosk or drug storeIf we did this, we would be out of business very quicklyAs such, we must adhere to our copyright release policy and hope the customer can understand and appreciate our reasoning Per our telephone conversation with the customer on April 3, 2015, we apologized to the customer and explained that she was ineligible for a Copyright Release for all images due to the package that she purchasedAt this time we offer multiple options for our Portrait CDWe offer the Free Bonus CD that comes included with the purchase of below a Pose Package which is an archival CD meant for reprints at Portrait Innovations studiosWe offer a Portrait CD with High Resolution files of purchased images between a Pose Package and a Pose PackageWe also offer a Portrait CD with High Resolution files of all images taken with the purchase of a Pose Package or higherAll images taken at Portrait Innovations are copyrighted and must have a Copyright Release Form submitted in order to receive permission to print elsewhereAs offered by our Customer Service Department during the customer's telephone conversation, the customer was offered the option to upgrade their package to one that qualifies for release of High Resolution images, as well as a 15% discount off of the upgrade purchase The customer declined our offer.If the customer does not wish to upgrade their portrait package, we will be glad to make an exception and issue a 20% refund without the return of product which would come in the form of a refund check to the customer's homeIf the customer would like to receive a refund of a higher amount they will need to return their prints and products to their local studio for a refundIf the customer returns 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 their next purchase, or they can mail it to the address on the voucher and receive a check in the mailIn the customer's correspondence they mentioned that they do not live close to the portrait studioIf the customer would like to mail prints and products to our Corporate Office directly, they are welcome to do soWe will also reimburse up to $of shipping costs that the customer may incur when mailing to usIf they return all of their products they will receive a full refund; if they return only part of products they will receive a prorated refund based on the amount of products returnedPlease have the customer contact our Customer Service Department to inform us if they would like to upgrade their package, or return their package.In 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 business. Sincerely,Portrait Innovations, Inc