Glamour Shots

This letter is in regard to customer [redacted] - ID# [redacted] The customer information regarding her order situation is in the attached fileThis is the letter that was sent to the credit card company at the time of the dispute that she made to reverse the charges This explains what had happened and also how we even got her order to her, and also gave her a full instore credit for the confusion The second file which is combined is from the credit card company letting us know that we won the dispute and the money was put back in our account.I would like to add that the customer contacted the same Glamour Shots location in November and used her full instore credit that we gave her

I understand the importance of Mr [redacted] concernI apologize for any confusion that has occurred during this transactionI would be happy to meet in person or discuss this issue over the phone with himPlease reach me at [redacted] .? Thanks,? [redacted] ***General ManagerPort Lavaca Chevrolet

Good Evening,
We here at Glamour Shots in the Killeen mall are typing this response to the complaint we received from *** *** about our customer service and prices*** *** came in on August the 28th, for her family sessionIt is a part of our booking process as well as
checking in process to go over our basic prices and procedures*** *** was told that our sheets start at a base price of $a sheet before any digital enhancements as well as before her session beganDue to the fact that we custom build all of our packages based off of what our customer likes and picks out, we can not pin point an exact price for what our customers will be spending by the end of their session*** *** picked out a multitude of portraits, exceeding her budgetWe happily obliged to build her new packages, to get her to a more comfortable budget at her requestAfter sitting with our sales representative, we were able to get her down and around what she wanted to spend, which was $after taxesThere were no pressure sales involved in *** ***'s session, nor do we promote pressure salesWe only show our clients the prices based off of the portraits they pick with the digital enhancements that they like
As for our tactics in Customer Service, we are in the industry of fashion and photographyIt is our job to tell our clients that they look beautiful, and that the photos they are taking look amazingWe want everyone when they walk into Glamour Shots to feel special, and for it to be all about themWe offer no fake services, only genuine appreciation for our cliental
*** ***'s portraits came in on time (within our 10-day business mark) and she was offered our reorder specialWe were made aware by *** *** that she loved more of the portraits and wanted to get more, so our reorder special suited her needsIt was also explained to *** *** that if she were to order or more sheets at $33 a sheet each (Instead of our $a sheet) we would free of charge give her a video slideshow of all of our imagesShe was told that she would be unable to print off of this slideshow, due to it's PDF/AVI format, and that the portraits were protected by copyright*** *** was never told that she would be given all of her images with a copyright releaseWe charge $an image when we offer our copyrighted images, so it is not something we give away for free
After receiving this complaint from the Revdex.com regarding *** ***, the owner and director of operations Crystal Naramore gave *** *** a call to settle this issue*** *** was busy on the phone with her baby, and told Crystal Naramore that she would prefer to call Crystal instead of the other way aroundWe are still waiting for *** *** to contact usShe can call the studio at (254)-690-0699, or contact Crystal directly at (254)-258-We would love to handle this issue with *** ***, we want to make sure any and all problems are resolved so that she can be happy with our product

Revdex.com:
At this time, I have not been contacted by Glamour Shots regarding complaint ID ***
Sincerely,
*** ***

I understand the importance of Mr*** concernI apologize for any confusion that has occurred during this transactionI would be happy to meet in person or discuss this issue over the phone with himPlease reach me at ***. Thanks, *** ***General ManagerPort Lavaca
Chevrolet

We will certainly contact Miss *** again. We want her to be happy with her purchase but there are no refunds for our product and her order is already completed. This policy was shown and signed for twice prior to the session even starting as well as after the session a third reminder
was signed by Miss *** agreeing to the no refund policy. Thank you for your time,*** ** ***
***

After the customer had left we reviewed the deal and decided to honor the misprinted price that was listed onlineUnfortunately not financing options could be secured for the customer regardless of priceThe vehicle has since sold however we would be more than happy to make a great deal and any
vehicle we have in stock that the customer might be interested in.

This customer has already received her order as of 8/I have attached the FedEx tracking information that shows it was signed forReasons for her delay were (1) she had a balance due agreement where she paid for half of her order that day and another half over two weeks laterWe do not put
orders into production until the full payment is made(2) We had to wait several days to get a physical address for her, as the one we had on file was a P.O box, which we can not send large wall portraits toWe will not be issuing a refund, as she has received her entire order

I understand the importance of Mr*** concernI apologize for any confusion that has occurred during this transactionI would be happy to meet in person or discuss this issue over the phone with himPlease reach me at ***.? Thanks,? *** ***General ManagerPort Lavaca
Chevrolet

I am rejecting this response because: As of June 20th was the last payment.  The next address that was provided was given a week later!  It still took over 3 to almost 4 weeks before I got any other answer for the pictures.  An as stated on their contact I will receive them within 10-14 days of them receiving my payments. They violated the contract they provided to commit to the customer service that was supposed be given to the customer!  I am not in the wrong,  I feel they are trying to cover up their mistakes they have made due to negligence on their part. Thank u an please be responsible for your mistakes in this situation.

After the customer had left we reviewed the deal and decided to honor the misprinted price that was listed online. Unfortunately not financing options could be secured for the customer regardless of price. The vehicle has since sold however we would be more than happy to make a great deal and any...

vehicle we have in stock that the customer might be interested in.

I am rejecting this response because:like I said before if I was to wait any further for my pictures this matter would have been taken care of by now!  It took over 4 weeks for my pictures to be delivered after receiving my last payment an I have not received the full package deal that I was as promised from the beginning an the email that was sent from Glamour Shots. I bought the most expensive package that they offered an I just want better customer service as I thought I was getting at the time!  Thank u

We can absolutely send the portraits to [redacted].  It has been so difficult to open lines of communication as the only form has been via complaints to corporate, various social media sites and now to the Revdex.com.  It is completely understandable being a new mother is thrilling and very...

busy.  Having not known that [redacted] gave birth already, I can understand how my call seemed in poor taste.  Partly at a loss on how to satisfy [redacted], a phone call seemed appropriate.  Her husband told me I was being snarky and he does not want the portraits as they had to go to another photographer.  I assured him I had tried to call, email and return [redacted]'s calls.  He was displeased and quite frankly sounded annoyed.  After getting off the phone I was unsure of what to do.   Thank you for letting me know they have changed their minds and do want the images, they will be mailed out asap.  [redacted]

Complaint: [redacted]
I am rejecting this response because: The customer service from the store owner was very poor. I spoke with her on the phone and she was rude, raised her voice, and was very short and condesending.  Id rather a full or partial refund. If this is not an option Id rather take the pictures at another glamour shot location, not owned by the Killeen Store Owner. 
Regards,
[redacted]

This letter is in regard to customer [redacted] - ID# [redacted].  The customer information regarding her order situation is in the attached file. This is the letter that was sent to the credit card company at the time of the dispute that she made to reverse the charges.  This explains...

what had happened and also how we even got her order to her, and also gave her a full instore credit for the confusion.  The second file which is combined is from the credit card company letting us know that we won the dispute and the money was put back in our account.I would like to add that the customer contacted the same Glamour Shots location in November 2015 and used her full instore credit that we gave her.

Respectfully disagree with this statement as it is not an accurate account of the phone conversation, after reviewing the call there was no yelling, rude comments or unprofessional behavior. Resolving this matter correctly is important to the company, it is proving to be rather difficult as Ms. [redacted] does not want to be told no on her refund request and then disconnects the call.  A recount of the facts about Ms. [redacted]'s session and the options to resolve it only served to agitate Ms. [redacted] and resulted in the following statement, " I will get my money back one way or another..." then the call was immediately disconnected.  An additional three calls were made by Ms. [redacted] that very day, admittedly I was pleasantly surprised to see her number, after each "hello" Ms. [redacted] would terminate the call.  Communication is key to a successful business relationship, one we are interested in salvaging.  However, it is a two way street and we do need Ms. [redacted] to participate.  Until that time we are in limbo, trying to service Ms. [redacted] but having our hands tied by her refusal to communicate.  Since Ms. [redacted]'s perception of the owner is that of a rude, condescending individual communication can be done with [redacted] the studio director.  Mr. [redacted] has attempted several calls in the past few months and Ms. [redacted] seemed pleased with their rapport.  [redacted] can be reached at [redacted]  I also extend open lines of positive communication with myself as well.  Thank you,[redacted]Studio Director [redacted]
[redacted]

Complaint: 10247228
I am rejecting this response because:
1) When she called it seemed that she was attacking my points and saying " Well you do not know us and what the cmpany is about", which was rude, hence I never called back because I think it will be a waste of time stating my inputs to be indirectly shut down.
Also with respect to the payments, yes I loved all the pictures however no one arranged for it to be reduced, I decided on my own to select a few. Initial I was told the ones I selected to come up in the surplus of $2,000. Of course I can afford that in cash but that is not priority to be specding so much on photos. So I therefore selected a few. I only did the reorder cause I wanted copy rights, else I wont have purchased.
Seems to me that the email was very colorful. I know what I said and what I experienced, the pics were good but the tactics were annoying. My son who is 13 years old even made remarks about their tactics, so I guess it was not only evident to me.
I do not want Glamour Shots calling me because it I a waste of time. My husband suggested this site to make someone aware of my dissatisfaction and I did. I will fore warn anyone who wants to go there and tell them NO.
Regards,
[redacted]

[redacted] came in on September 27th, 2014 to get portraits done. She was shown several different packages ranging from $3,000.00 to $640.00 by our sales representative [redacted] chose the package at $640.00 and signed for it. In her portrait package she was given...

her CD slideshow in AVI/PDF format. This gives [redacted] all of her images on a disk. This disk is in video format, and protected by copyright. It is a complimentary novelty given to our clients with eligible portrait packages (Such as [redacted]'s package). 
[redacted] received in her portrait package -
One 8x10 sheet with our digital retouching on both of her daughters. We charge $45.00 a sheet, $65.00 for the first "Glamour Touch" and $35.00 for each additional "Glamour Touch".
(Glamour Touch is our digital editing of the skin, which whitens eyes and teeth, smooth's out skin tones, & gets rid of acne/scars)
This sheet was $145.00
A sheet of two 5x7's with our digital retouching on one daughter. We charge $45.00 a sheet, and $65.00 for the Glamour Touch.
This sheet was $110.00
A sheet of two 5x7's with our digital retouching on one daughter, as well as our digital enhancement known as "Colorization". We charge $45.00 a sheet, $65.00 for the Glamour Touch, and $65.00 for the colorization. (Colorization is our digital editing/manipulation of colors. In [redacted]'s sheet, the portrait is a solid black and white with only her daughters blue dress in color)
This sheet was $175.00
A sheet of 8 wallets with our digital retouching on both of her daughters, as well as our Colorization. We charge $45.00 a sheet, $65.00 for the first Glamour Touch, $35.00 for each additional Glamour Touch, and $65.00 for Colorization.
This sheet was $210.00
$210.00 + $175.00 + $110.00 + $145.00 = $640.00, the package that [redacted] signed for on September 27th, 2014. [redacted] explained everything to [redacted] correctly, in stating that her package was coming to her at a deal, due to the reasoning that she would be receiving her video slideshow, which she did. [redacted] signed our no refund policy, as well as our contract that states that all packages must be picked out and paid for in full same day of her session. [redacted] has her portraits, picked them out herself, received her video slideshow, signed all of our contracts and receipts, and has paid for her order. We apologize for any heartache that [redacted] may be receiving due to her home situation, and she can give us a call here at the studio to talk about her order at [redacted].

Hi [redacted], This is [redacted] With Glamour Shots In San Antonio Tx .
I Did refund [redacted] $30.00 Back on to her [redacted].
Attached is a copy of the refund slip. If you have any further questions please contact either myself
([redacted]) Or the [redacted]....


 Thank you, [redacted]
 
 
[redacted]

Company states to refer customer to original response. No refund to be issued.