Green Cross Medical/GOMED

This letter is in response to customer concern ID [redacted] The photography services I provide to the schools break down in this mannerThe school schedules and promotes the eventThey distribute the picture order formsI take the pictures, process the orders then deliver the finished products to the schoolThe school then distributes the pictures to the students and will pass along any issues to meThe school is the main contact with the customers and I should get involved only if the school cannot resolve the customer issueSpecifically for this customer concern, the prom pictures were distributed by the prom advisor and the graduation pictures were delivered to the school office to be picked up by the customerWhen the customer originally contacted me, I mistakenly assumed that she had already contacted the school since that is where she was supposed to pick up the picturesMy first thought was that since the school didn't have them, I must have mailed them to her(There was an option to have the graduation pictures mailed to the house.) I looked at my post office receipt and saw that there was indeed a shipment to her communityIt does not list the exact address but again, I mistakenly assumed that the one to her community was for herThe tracking of the shipment showed that it was deliveredAt that point, I ordered another set of graduation picturesThe prom pictures took a little research but I was able to determine that there were two sets of pictures ordered and delivered to the schoolIn my last communication with the customer, I explained some of the possibilities for the missing pictures and one was that her child's date received both sets of picturesI do not have contact information for every student so again I assumed she would check with her child's date to see if they had extra picturesI put the customer's email printouts and the extra graduation pictures in my "waiting to hear back" box to have the info handy when she contacted me again about the status of the prom pictures The next contact I had about this issue was when I received your customer complaint letter over the week-endI immediately researched everything from the beginningI found that the original graduation order did not include the option to mail them to their houseThat means that they had to be delivered to the schoolI texted one of the school secretaries and asked her to look for the missing pictures on Monday morningI also emailed the prom advisor and asked if she had any pictures left overI was also able to obtain the phone number of the mother of the customer's child's date to ask of they received two envelopesThe office secretary found the graduation pictures in the school officeThe prom advisor personally hands out the pictures to the studentsThe mother of the date said that she did not have an extra envelope and that her child's date did not inquire about the missing picturesActually, the customer did not contact the school office, the prom advisor, or the child's date about the missing picturesSince the graduation pictures are at the school office, I ordered another set of prom pictures which I will deliver to the school when they arriveEnclosed with this letter is the email exchange I had with the prom advisorI made notes of who is who for your convenienceHopefully this letter sufficiently explains and resolves the customer complaintPlease feel free to call or email if you have any questions or concerns

This letter is in response to customer concern ID [redacted] The...

photography services I provide to the schools break down in this manner. The school schedules and promotes the event. They distribute the picture order forms. I take the pictures, process the orders then deliver the finished products to the school. The school then distributes the pictures to the students and will pass along any issues to me. The school is the main contact with the customers and I should get involved only if the school cannot resolve the customer issue. Specifically for this customer concern, the prom pictures were distributed by the prom advisor and the graduation pictures were delivered to the school office to be picked up by the customer. When the customer originally contacted me, I mistakenly assumed that she had already contacted the school since that is where she was supposed to pick up the pictures. My first thought was that since the school didn't have them, I must have mailed them to her. (There was an option to have the graduation pictures mailed to the house.) I looked at my post office receipt and saw that there was indeed a shipment to her community. It does not list the exact address but again, I mistakenly assumed that the one to her community was for her. The tracking of the shipment showed that it was delivered. At that point, I ordered another set of graduation pictures. The prom pictures took a little research but I was able to determine that there were two sets of pictures ordered and delivered to the school. In my last communication with the customer, I explained some of the possibilities for the missing pictures and one was that her child's date received both sets of pictures. I do not have contact information for every student so again I assumed she would check with her child's date to see if they had extra pictures. I put the customer's email printouts and the extra graduation pictures in my "waiting to hear back" box to have the info handy when she contacted me again about the status of the prom pictures. 
The next contact I had about this issue was when I received your customer complaint letter over the week-end. I immediately researched everything from the beginning. I found that the original graduation order did not include the option to mail them to their house. That means that they had to be delivered to the school. I texted one of the school secretaries and asked her to look for the missing pictures on Monday morning. I also emailed the prom advisor and asked if she had any pictures left over. I was also able to obtain the phone number of the mother of the customer's child's date to ask of they received two envelopes. The office secretary found the graduation pictures in the school office. The prom advisor personally hands out the pictures to the students. The mother of the date said that she did not have an extra envelope and that her child's date did not inquire about the missing pictures. Actually, the customer did not contact the school office, the prom advisor, or the child's date about the missing pictures. Since the graduation pictures are at the school office, I ordered another set of prom pictures which I will deliver to the school when they arrive. Enclosed with this letter is the email exchange I had with the prom advisor. I made notes of who is who for your convenience. Hopefully this letter sufficiently explains and resolves the customer complaint. Please feel free to call or email if you have any questions or concerns.

Review: This company failed to deliver all of the products that were purchased, and those that were delivered were damaged, obsolete, or older models than what was represented and purchased.They never answer the phone, return email, or respond to complaint letters.Desired Settlement: I would like to have my money returned to me in full for the items not shipped, and those that were received damaged or misrepresented.