Empire Photography, Inc.

Hello,All images taken by our company the day of the race are taken for freeWe take pictures along the race route and at photo stations after the race finishWe then email race participants free proofs of the images taken of them from the eventThis race participant has received their free proofs. Prints and digital downloads are made available for purchase. Instructions on how to purchase digital downloads and prints are included with the free proofs we email to all race participants who are photographed. Thank you,Empire Photography

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did look through the images before selecting the one I wanted, and added only one image that I wanted to my cart. I then selected the digital package so I should have received the image I had in my cart. During the ordering process, it also only indicated I had only 1 item in my cart so it should have been the image I selected. There was a problem with their online ordering this day, because it never listed or showed the image I selected or any image selected all the way through the ordering process. Therefore, I had no way of knowing for sure that the image I selected was the one being ordered. It wasn't until I received the order verification with the download link that I saw the description of the image and knew I received the wrong image so I never even tried to download it. It is not my fault their online ordering wasn't working correctly the day I placed this order. When I saw this, I went back to their website, and magically there were two images in my cart. The one I selected and another image that I never selected. I should not be forced to pay for something I didn't order.   Yesterday, when I tried to replicate the problem I experienced, it was
working flawlessly. I was able to select the image I wanted, indicated
that I wanted it as a digital image and it displayed the image I was
trying to order all the way through the ordering process, so that is why I know for sure they were having issues with their online ordering this day. I work for a technology company, I order most everything I get online now days, and my husband runs an ebay store so I know how to place an online order.I am not asking for a refund. All I'm asking for is to receive the image that I had ordered, and I will not accept anything less than this. However, I will now be forced to contact Paypal over this issue, and they will refund us due to the problem. If this doesn't get resolved properly, I will also be in contact with the School District of Waukesha to let them know the problem I experienced working with this business.
Regards,
[redacted]

Hello [redacted],In response to the complaint filed by Mr. [redacted] filed with the Revdex.com regarding the images taken by Empire Photography at the 2015 Crazylegs Classic:Empire Photography does photograph the Crazylegs Classic Run/Walk. Our photographers are on site to capture images of participants along...

the race route and on stages after they cross the finish line. These images are taken free of charge to participants. Empire Photography also provides free electronic proofs of the images to all participants. Mr. [redacted] has received these free proofs as is evident from his statement that he has looked at his images online. If Mr. [redacted] wishes to purchase any prints or digital downloads he may do so through the retail website using the link we sent him.Thank you,[redacted]Empire Photography

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I had stated the last couple times, the picture I selected in my cart before selecting the Digital Download of it, was not what I received. During the ordering process, it only showed one item in my cart, which was the picture I had selected. While placing this order, it never once indicated the photo I selected nor any description of the picture I was ordering due to some kind of glitch. It didn't show the image I ordered or the description of the image I was ordering until I received the email of the order confirmation with the option to download the wrong image. I never downloaded the image, because it was not what I had ordered. I then went back to the website, and when I did, it showed I had two images in my cart. The image I wanted and selected to be ordered, and also an image I never selected nor wanted. Within minutes of receiving the email with the download of the image I never selected, I sent an email to the company letting them know about this problem. Which they declined, because they believe that technology can never fail. The following Monday, I went back to their website to try to replicate the problem I experienced but it didn't do it this time. That time it was showing the image all the way through the ordering process as well as the description and the image number. This is how I know they must have had a problem with their online ordering this day. Technology is not fail proof, and this was a clear cut example of failure that occurred when I tried to place my order on 7/3. It is ridiculous to think that any system is full proof because it is not. We have already been in contact with Paypal to get a refund, which is not even what we wanted. I still don't want a refund. I simply want the image that I selected and put into my cart on 7/3. This case will be made public with the School District of Waukesha whom contracts this company to take the pictures in hopes that no one will ever have to experience what I did when trying to order the image they wanted. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As I said before, I was told I would be sent the photos to download for free-- not just some thing/"proof" to look at and not be in tangible possession of.  Being rejected of the final product I was guaranteed by the Empire Photography Staff not only shows the poor quality of their professional conduct, but also their business practices.I was told I would be receiving the pictures for free download.  I would like that agreement to be honored.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That is not the same as sending me the photos for free to download like I was promised/guaranteed.  All of this time that has been wasted trying to milk money I don't have out of me, this company could have already sent me the photos to download for free.  I was told at the event it would all be FREE and FREE TO DOWNLOAD.  I would like what was guaranteed to me-- a tangible, downloadable file.
Regards,
[redacted]

Hello,We do show that this customer placed an order for a Digital Download with our company and that the link for that download was sent directly to them after they completed their order.The Package Description for the package this customer ordered is:Single Image DownloadFull-size printable image...

as it came from the camera. Suitable for printing.This item is non-refundableThe process to place an order on our website requires the customer to select the image they wish to place the order for before letting them continue. Once the package is in their cart it shows them the image, as well as the Roll and Frame number of the image, they chose for the package. During the checkout process it asks the customer to confirm their order before placing it and shows them the Roll and Frame number of the image again for each package they order. Because this order is non-refundable we did offer this customer the ability to order another Digital Download at 25% off.Thank you,Empire Photography

Review: I ran the Crazylegs 8K race on April 25th and Empire Photography was the company apparently in charge of taking event pictures, as I finished the race, they asked if I would like my picture taken with some running-team mates. I asked, "it is all free to take and receive these pictures you're taking?" The photographer at the area confirmed verbally with a "yes, the pictures taken throughout the race and here at this station are free and will be emailed to you for download." and a head-nod. After the photos were taken, I again confirmed this statement with the photographer who again confirmed my questions.

I was then sent emails saying I could receive my photos from the Empire Photography website, I tried to download the pictures of myself throughout the race but it then asked me for money. Confused, I messaged the company asking why I was being charged money for what I was told by their employee would be free. They vehemently denied, and when I talked to [redacted], the owner of the company on the phone, he was extremely rude, was speculative to the ideology of other employees and their responses to my questions at the race (even though he was not next to the photographer who confirmed my questions).

They replied with a "sorry" email, but that word is just that- a word, it means nothing more to me without tangible results.Desired Settlement: I would like the pictures guaranteed to me by the staff confirmation that transpired.

Business

Response:

Hello [redacted],In response to the complaint filed by Mr. [redacted] filed with the Revdex.com regarding the images taken by Empire Photography at the 2015 Crazylegs Classic:

Review: When I had placed my order online on 7/4, I had only selected one image into my cart that I indicated it to be delivered in a digital format. Throughout the ordering processes, it never confirmed or showed the image being ordered until after the order was placed and we received the email order confirmation indicating that the wrong image was ordered for a digital download. I called but they were closed, so I sent an email explaining what had happened. When I went back to their website and looked at my cart, it showed a couple images in it but I only added one to the cart. I tried to replicate the problem today on their website, but it is not repeating it. However, this time it shows you the image you are ordering all they way through the check out process. That is not something it had done before. All they keep parroting is that these kinds of purchases are non-refundable and only willing to offer 25% off to order the correct image that I ordered in the first place. It is not my fault that their online ordering system wasn't working correctly last Friday, and I should not have to pay for what I didn't order. Since I paid with Paypal, I will also be contacting them about reversing these charges due to the problems.Desired Settlement: I would simply like to receive the digital image which I ordered in the first place. It was their order# VG4274712. The correct image that we should have received is 40003-118. It should be emailed to [redacted]

Business

Response:

Hello,We do show that this customer placed an order for a Digital Download with our company and that the link for that download was sent directly to them after they completed their order.