Initial Business Response /* (1000, 8, 2015/11/16) */
Our customer service representative has been unsuccessful in connecting with Ms. [redacted], but has left voice mail messages with call back information. In order to resolve this matter and issue a refund, customer service needs to hear back from...
Ms. [redacted] to obtain additional information.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund received. There was no need for me to contact customer service back for a fifth time
Final Consumer Response /* (2000, 11, 2015/11/18) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with Joe and he was excellent to speak to. He went beyond my expectations.
Initial Business Response /* (1000, 7, 2015/11/30) */
This issue [redacted] has listed above has already been resolved. She attempted to contact us at our toll free customer service number during an extremely busy day and did not wait for the call to be answered due to the wait time....
She did reach us, however on Monday the 23rd.The photographer had cancelled the order as far as the products but the refund had not yet been entered. We did enter her credit to her credit card in full on 11/24. A copy of the credit slip was sent to her email address of saldrich@usd48. I have emailed the customer an apology letter and asked her to confirm that she did receive a copy of the credit slip. I also provided her my direct contact information should she have any further issues.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company did send a slip via email that indicated there should have been a credit to my credit card. I did reply that it was received and that the credit card company would need a copy of that document in the form of a pdf. I have not received an apology by email (I did send a copy of the email I received to [redacted]@thefirstRevdex.com.org on 11/30/2015 @ 6:25 AM - it did not contain an apology). Since the company said that they did send an apology, and I have not received it, I question if it was a truthful account by the company's representative.
Also, I did not "discontinue" waiting for my call to be handled during the busy time. I was provided with a prompt to press 1 if I wanted to leave a message, and when I would press 1, it would bring me back to the music while I was still on hold. There was no way to leave a message with this company. The contact information provided on the product and by the agents of the company is not usable by the consumer.
Thank you for your help in resolving this matter.
Final Business Response /* (4000, 11, 2015/12/17) */
Please see attached 2 page document. The first page is a copy of the email apology. the second page is a copy of the customer's credit slip showing we credited her card in full on 11/24. We print our Customer Service contact number on the receipt she was given at photography. That is how 99% of our customers contact us. I believe all issues have been resolved with attached evidence.
Diane [redacted], Manager Guest Services
Initial Business Response /* (1000, 5, 2015/11/06) */
I have been informed by our customer service representative that they contacted Ms. [redacted] and received additional details regarding her complaint. Ms. [redacted] had not yet received the proofs for one of her children. The customer service...
representative was able to place the order for that child and informed Ms. [redacted] that it would be at no charge. Ms. [redacted] was happy with this resolution and stated that no further action needed to be taken.
Initial Consumer Rebuttal /* (3000, 11, 2015/12/22) */
Per a phone call from the customer, they stated that the promised resolution has not occurred.
Final Business Response /* (4000, 13, 2016/01/07) */
On January 4, 2016 our customer service representative spoke with Ms. [redacted] and apologized about the picture orders for her two sons. The reason Ms. [redacted] had not received the one order was because the student did not have his picture retaken. Unfortunately, the order was placed under the retake day list before the actual retake names were input into the system. Customer service sent the order to our lab on an expedited basis to have retouching done to remove a scratch on the nose and chin. Customer service has confirmed receipt of the order amd Ms. [redacted] is satisfied with the outcome.
Final Consumer Response /* (2000, 15, 2016/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally able to speak to a manager or someone who knew what was going on at Lifetouch. They followed through on their end and were very apologetic and helped resolve the problem.. I thought my school had did retakes, I sent the form back to be school for pics to be retaken.
Everything has been cleared up and is satisfactory.. thanks so much.
I have been informed by our customer service representative that they received the necessary information from Ms. [redacted] to find her order. Ms. [redacted]'s daughter had retakes done on 10-11-16. The customer service representative informed Ms. [redacted] that once the images were...
loaded into the system, Ms. [redacted] would be able to view them online. The customer service representative also informed Ms. [redacted] that the same picture package she ordered for the original picture day would be ordered of the retakes. The retake image would be the image that appears in the yearbook. Also, a refund check in the amount of $36.04 was sent to Ms. [redacted] on 10-12-16.
On April 6th, our customer service representative attempted to contact Ms. [redacted] by phone and email to discuss the matter, but was unsuccessful in connecting with Ms. [redacted]. The representative did leave contact information for Ms. [redacted] to get back to him. On April 8th Ms....
[redacted] contacted the customer service representative via email reiterating her dissatisfaction with the photographer that took her daughter's photo. Ms. [redacted] stated that she wanted nothing from us, but a refund. The customer service representative responded to Ms. [redacted] email to inform her that her refund in the amount of $38 had been processed on April 5, 2016 and asked Ms. [redacted] what would be a good time to contact her to discuss this matter. The customer service representative heard back from Ms. [redacted] on April 12th and Ms. [redacted] stated that she does not need any further follow up on this matter other than the refund that has already been processed. We will respect Ms. [redacted] wishes to make no further contact.
I have been informed by our customer service representative that they have been communicating with Ms. [redacted] via email and they have informed Ms. [redacted] that a refund in the amount of $37.63 has been processed and was sent to Ms. [redacted] on October 13th. Ms. [redacted] was happy with this...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also sent a separate e-mail indicating that I received the photos. Thanks again for your consideration of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have been informed by our customer service representative that they have made numerous attempts to reach [redacted] by telephone and have left voice mail messages, but have not received any call backs from [redacted]. In order to resolve this matter, our customer service representative needs...
to hear back from [redacted] so they can obtain additional information.
I also wanted to mention our customer service representative is going to check back with Mr. [redacted] to ensure the orders have arrived and they are to his satisfaction.
We have attempted to contact the customer to resolve the situation but we have been unable to get in touch with them. We have emailed the customer and attempted to call on 10/30/17, 10/31/17, 11/1/17, and today 11/3/17.We have left contact information with the customer and if they get back in touch...
with us we will be happy to assist in any way we can.
Our territory manager has informed me that she was able to access the prom event from May 2015 and has extended the deadline until June 30, 2016. Mr. [redacted] should now be able to access the site and place his order (he has until June 30, 2016). The territory manager has sent an email...
We have contacted Mr. [redacted] and apologized for this situation. We have contacted our finance department and they have confirmed that they have had the check removed from collections. We informed Mr. [redacted] of this and let them know that they can keep the package that was sent to them for free for the...
As stated in our letter, what you refer to as an invoice was a reminder notice. I have been informed by our operations manager that you will not be charged for any photos, there will not be any impact on your credit rating and you face no consequences. With the spring portrait program, there is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned.
We have made multiple attempts to contact Mrs. [redacted] by phone but we have been unable to reach them and have only been able to leave voicemails. We have also emailed them but we have not received a response. If Mrs. [redacted] would like to provide us with an optimal time to reach them we will be...
I have been informed by our customer service representative that an adjustment to Ms. [redacted]'s order has been processed to include the name and grade on her child's images. The order is being expedited to Ms. [redacted] and she can expect to receive the order in 7 to 10 days. Our...
customer service representative will follow up with Ms. [redacted] next week to confirm receipt of her order.
Initial Business Response /* (1000, 5, 2015/10/07) */
I have been informed that a customer service representative spoke with Ms. [redacted] and apologized for the way she was treated. The customer service representative also informed Ms. [redacted] that a full refund was being processed for both of...
her orders and the representative also gave Ms. [redacted] his direct number so she could contact him for any future orders.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the phone call and the response I receive from Bud from Lifetouch. He made me feel at ease and agreed to help me directly with all future orders to ensure this doesn't happen again. Thanks, Bud!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. All matters have been resolved successfully. Thank you
We contacted Mrs. [redacted] so that we could discuss the concerns that she had about the picture day process, the products that we offer, and ways that we could capture better images of the student's. For the retake day we have put in an order for both the students to receive high resolution digital...
downloads instead of them receiving CD's. They felt that this fit their needs better.We thanked Mrs. [redacted] for all of the feedback so that we can take it into account for our future picture days at their school so that we can provide a better experience for them.
Initial Business Response /* (1000, 8, 2015/11/16) */
Our customer service representative has been unsuccessful in connecting with Ms. [redacted], but has left voice mail messages with call back information. In order to resolve this matter and issue a refund, customer service needs to hear back from...
Ms. [redacted] to obtain additional information.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund received. There was no need for me to contact customer service back for a fifth time
Final Consumer Response /* (2000, 11, 2015/11/18) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with Joe and he was excellent to speak to. He went beyond my expectations.
Initial Business Response /* (1000, 7, 2015/11/30) */
This issue [redacted] has listed above has already been resolved. She attempted to contact us at our toll free customer service number during an extremely busy day and did not wait for the call to be answered due to the wait time....
She did reach us, however on Monday the 23rd.The photographer had cancelled the order as far as the products but the refund had not yet been entered. We did enter her credit to her credit card in full on 11/24. A copy of the credit slip was sent to her email address of saldrich@usd48. I have emailed the customer an apology letter and asked her to confirm that she did receive a copy of the credit slip. I also provided her my direct contact information should she have any further issues.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company did send a slip via email that indicated there should have been a credit to my credit card. I did reply that it was received and that the credit card company would need a copy of that document in the form of a pdf. I have not received an apology by email (I did send a copy of the email I received to [redacted]@thefirstRevdex.com.org on 11/30/2015 @ 6:25 AM - it did not contain an apology). Since the company said that they did send an apology, and I have not received it, I question if it was a truthful account by the company's representative.
Also, I did not "discontinue" waiting for my call to be handled during the busy time. I was provided with a prompt to press 1 if I wanted to leave a message, and when I would press 1, it would bring me back to the music while I was still on hold. There was no way to leave a message with this company. The contact information provided on the product and by the agents of the company is not usable by the consumer.
Thank you for your help in resolving this matter.
Final Business Response /* (4000, 11, 2015/12/17) */
Please see attached 2 page document. The first page is a copy of the email apology. the second page is a copy of the customer's credit slip showing we credited her card in full on 11/24. We print our Customer Service contact number on the receipt she was given at photography. That is how 99% of our customers contact us. I believe all issues have been resolved with attached evidence.
Diane [redacted], Manager Guest Services
Initial Business Response /* (1000, 5, 2015/11/06) */
I have been informed by our customer service representative that they contacted Ms. [redacted] and received additional details regarding her complaint. Ms. [redacted] had not yet received the proofs for one of her children. The customer service...
representative was able to place the order for that child and informed Ms. [redacted] that it would be at no charge. Ms. [redacted] was happy with this resolution and stated that no further action needed to be taken.
Initial Consumer Rebuttal /* (3000, 11, 2015/12/22) */
Per a phone call from the customer, they stated that the promised resolution has not occurred.
Final Business Response /* (4000, 13, 2016/01/07) */
On January 4, 2016 our customer service representative spoke with Ms. [redacted] and apologized about the picture orders for her two sons. The reason Ms. [redacted] had not received the one order was because the student did not have his picture retaken. Unfortunately, the order was placed under the retake day list before the actual retake names were input into the system. Customer service sent the order to our lab on an expedited basis to have retouching done to remove a scratch on the nose and chin. Customer service has confirmed receipt of the order amd Ms. [redacted] is satisfied with the outcome.
Final Consumer Response /* (2000, 15, 2016/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally able to speak to a manager or someone who knew what was going on at Lifetouch. They followed through on their end and were very apologetic and helped resolve the problem.. I thought my school had did retakes, I sent the form back to be school for pics to be retaken.
Everything has been cleared up and is satisfactory.. thanks so much.
I have been informed by our customer service representative that they received the necessary information from Ms. [redacted] to find her order. Ms. [redacted]'s daughter had retakes done on 10-11-16. The customer service representative informed Ms. [redacted] that once the images were...
loaded into the system, Ms. [redacted] would be able to view them online. The customer service representative also informed Ms. [redacted] that the same picture package she ordered for the original picture day would be ordered of the retakes. The retake image would be the image that appears in the yearbook. Also, a refund check in the amount of $36.04 was sent to Ms. [redacted] on 10-12-16.
On April 6th, our customer service representative attempted to contact Ms. [redacted] by phone and email to discuss the matter, but was unsuccessful in connecting with Ms. [redacted]. The representative did leave contact information for Ms. [redacted] to get back to him. On April 8th Ms....
[redacted] contacted the customer service representative via email reiterating her dissatisfaction with the photographer that took her daughter's photo. Ms. [redacted] stated that she wanted nothing from us, but a refund. The customer service representative responded to Ms. [redacted] email to inform her that her refund in the amount of $38 had been processed on April 5, 2016 and asked Ms. [redacted] what would be a good time to contact her to discuss this matter. The customer service representative heard back from Ms. [redacted] on April 12th and Ms. [redacted] stated that she does not need any further follow up on this matter other than the refund that has already been processed. We will respect Ms. [redacted] wishes to make no further contact.
I have been informed by our customer service representative that they have been communicating with Ms. [redacted] via email and they have informed Ms. [redacted] that a refund in the amount of $37.63 has been processed and was sent to Ms. [redacted] on October 13th. Ms. [redacted] was happy with this...
resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also sent a separate e-mail indicating that I received the photos. Thanks again for your consideration of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have been informed by our customer service representative that they have made numerous attempts to reach [redacted] by telephone and have left voice mail messages, but have not received any call backs from [redacted]. In order to resolve this matter, our customer service representative needs...
to hear back from [redacted] so they can obtain additional information.
I also wanted to mention our customer service representative is going to check back with Mr. [redacted] to ensure the orders have arrived and they are to his satisfaction.
We have attempted to contact the customer to resolve the situation but we have been unable to get in touch with them. We have emailed the customer and attempted to call on 10/30/17, 10/31/17, 11/1/17, and today 11/3/17.We have left contact information with the customer and if they get back in touch...
with us we will be happy to assist in any way we can.
Our territory manager has informed me that she was able to access the prom event from May 2015 and has extended the deadline until June 30, 2016. Mr. [redacted] should now be able to access the site and place his order (he has until June 30, 2016). The territory manager has sent an email...
to Mr. [redacted] informing him of this.
We have contacted Mr. [redacted] and apologized for this situation. We have contacted our finance department and they have confirmed that they have had the check removed from collections. We informed Mr. [redacted] of this and let them know that they can keep the package that was sent to them for free for the...
inconvenience.
As stated in our letter, what you refer to as an invoice was a reminder notice. I have been informed by our operations manager that you will not be charged for any photos, there will not be any impact on your credit rating and you face no consequences. With the spring portrait program, there is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned.
We have made multiple attempts to contact Mrs. [redacted] by phone but we have been unable to reach them and have only been able to leave voicemails. We have also emailed them but we have not received a response. If Mrs. [redacted] would like to provide us with an optimal time to reach them we will be...
happy to get in contact with her.
I have been informed by our customer service representative that an adjustment to Ms. [redacted]'s order has been processed to include the name and grade on her child's images. The order is being expedited to Ms. [redacted] and she can expect to receive the order in 7 to 10 days. Our...
customer service representative will follow up with Ms. [redacted] next week to confirm receipt of her order.
Initial Business Response /* (1000, 5, 2015/10/07) */
I have been informed that a customer service representative spoke with Ms. [redacted] and apologized for the way she was treated. The customer service representative also informed Ms. [redacted] that a full refund was being processed for both of...
her orders and the representative also gave Ms. [redacted] his direct number so she could contact him for any future orders.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the phone call and the response I receive from Bud from Lifetouch. He made me feel at ease and agreed to help me directly with all future orders to ensure this doesn't happen again. Thanks, Bud!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. All matters have been resolved successfully. Thank you
We contacted Mrs. [redacted] so that we could discuss the concerns that she had about the picture day process, the products that we offer, and ways that we could capture better images of the student's. For the retake day we have put in an order for both the students to receive high resolution digital...
downloads instead of them receiving CD's. They felt that this fit their needs better.We thanked Mrs. [redacted] for all of the feedback so that we can take it into account for our future picture days at their school so that we can provide a better experience for them.