Portrait Innovations

According to Portrait Innovations advertisement we do offer free shipping to on all products that are shipped to the studio. Any products a customer request to have shipped to their home does have an additional fee of $10. As stated on all advertisement as well their is a handling fee of $9.99 on...

all specialty products. We are more then happy to make an exception and refund the shipping of the $10 back to the customer. The customers canvas was shipped out as of 08/16/2017 and was delivered on 08/22/2017 by UPS to the customers front door. If the customer did not receive their canvas we are more then happy to reorder for the customer at no cost. Please accept our apologies for any inconvenience this may have caused.

Complaint: [redacted]
To whom it may concern, I would like to thank the business for taking the time to review my concerns. It's good to hear that the conduct of the employee's on April 16th is not something that the business is accustomed to and welcomes. After reading through the letter received on May 17th, 2016, I am still left with some unresolved concerns. The condition of the location was not addressed. Many of the PC computers used to upload and review the photos were not fully functioning. Two of them had obvious optical drive issues as the employee had to use a paperclip to force open the drive.I completely understand and acknowledge that many advertisements are often accompanied with disclaimers. When I first read the email I did not see the disclosure. After the session, I reviewed the email, saw the disclosure and read through it. I still understood it to mean something different than the business implied. The disclosure emphasizes “ONE” in reference to the number of coupons that can be used at one time. There appears to be a placement or verbiage issue with the disclosure. I have attached the email I received which clearly shows that the verbiage written is “Only ONE 41 Portrait Package Advertised Special of your favorite pose per family, group or individual session may be purchased with coupon, from Tuesday, April 5 through Sunday, April 17, 2016.” Section 5 of the Fair Trade Commission Act prohibits "unfair or deceptive acts or practices in or affecting commerce." It states a deceptive or misleading act or practice when a "representation, omission, or practice misleads or is likely to mislead the consumer" or "when "a consumer's interpretation of the representation, omission, or practice is considered reasonable under the circumstances." A disclosure should be placed clear and prominently within the advertisement. The FTC Guide '.com Disclosers - How to make effective disclosures in digital advertising' states "If a disclosure is not seen or comprehended, it will not change the net impression consumers take from the ad therefore cannot qualify the claim to avoid a misleading impression." I still believe that this advertisement is CLEARLY misleading.The business did not address the issue I had with the pricing system in regards to the change made from 2 to 3 sheets per pose. The issue that I have with the pricing change is not the change in general but the fact that they are offering 2 sheets at the very same price that they previously offered 3 sheets. The employee I spoke with (I do not know how reliable given the previously mentioned experiences) had mentioned that this change was made after research obtained from a test store. I do not see how one store or area can determine what another region or area may want. My experiences have been that people in my region tend to want more pages per sheet. The manager at the store I visited even mentioned that they get this complaint VERY often, even daily. With this information, I do not see how this change could have been for the customer. I actually think it was more of a cost cutting measure, which is fine if the business would just admit it. If the business is only going to offer 2 pages per sheet instead of 3 the cost of the packages should be less. It only makes sense. I am again not happy with the options offered by the business, as this is not a resolution to the issues that I have brought forth. Had I used the coupon on even as the business intended, I would have been provided more pictures than I left with. I also would not have had to purchase as many poses as I did to get the 16x20 canvas. The sales representative upsold and used the coupon as a bait and switch ploy charging me more for less. I purchased 12 poses and each pose has 2 sheets at a total of 24 sheets. With the coupon the business stated I would have been able to use one of those poses at 41 portraits or approx. 9 sheets and 11 poses each pose with 2 sheets. That would be an approx. total of 31 sheets. That is an undeniably large difference. I think the business needs to either reinstate the previous policy or change the price point. Keeping the price point the same seems unethical. I have no intentions on returning to the location in Universal City, even for a refund. The customer experience so horrid that I even stopped visiting the sandwich shop next door just so I don’t have to walk past the business. I already visited a professional portrait studio recommended by our local Juvenile Diabetes Research Foundation. They had previous shot my son, and they were willing to reshoot his graduation pictures after I vented about my horrible customer experience with the business. So, I do not need a reshoot, and unfortunately would not trust that location to provide one. In conclusion, I ask that the business address the condition of its Universal City location, the misleading advertisement and it’s policy on sheets per package. Thank you, [redacted]
Regards,
[redacted]

To whom it may concern, Please accept our apologies for the delayed response as our holiday volume is especially high. If you could please record our response in your online portal that will be much appreciated.  Please accept our...

apologies for the customer’s negative experience at our studio in Syracuse, NY. Portrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customer. We value all feedback and appreciate this opportunity to address any concerns. Regarding our pricing system, Portrait Innovations strives to offer the highest quality, lowest price portraits in America. Since we do not charge sitting fees, the price of a customer’s portrait collection is determined by the number of poses and sheets they purchase. As the customer buys more poses, the per-sheet price declines. We are very sorry to hear that the customer felt uncomfortable during their portrait session. It is never our intention for any employee to force a purchase on a customer, and the customer is not obligated to purchase anything if they do not wish. Since our portrait collections can be highly customized for each customer, we train our employees to explain our pricing in a consistent, scripted way to avoid any confusion. Portrait Innovations also provides disclaimer language on all of our advertisements and flyers stating that a specialty product handling fee applies to specialty products. If the customer feels that our pricing was presented in an unclear  or forceful way, please accept our apologies. We will follow up with both the Studio and Regional Manager to ensure that all employees are properly explaining our pricing, and answering any customer questions clearly. Excellent photography is the core of our business. We were alarmed to hear that the customer’s photography session did not meet the high level of quality they have come to expect from Portrait Innovations. We understand that superb portrait photography requires not only technical competency, but also a talent for working with and relating to people. For this reason, Portrait Innovations thoroughly trains our photographers in the mechanical, artistic, and personal aspects of portrait photography. Our goal is to work with customers to create the personalized portraits they envisioned for their family, including a variety of quality poses, backgrounds, and props.  Thank you for making us aware of this issue. We will follow up with the Studio and Regional Manager to address any training or personnel issues that may have caused this problem. Regarding the customer’s report of the printer being down, Portrait Innovations takes extensive precautions to maintain our equipment in excellent condition to avoid any technical problems that might affect product quality, or cause a delay in providing quality products. In addition, all of our employees are required to check and count all customer products when packaging them as a second level of quality control.  As a final check, our employees are also required to remove each item and show it to the customer to make sure all products meet the customer’s expectations and no mistakes have been made.  Our Maintenance team will follow up with the studio to address any technical issues, and our Management team will contact the Studio and Regional Manager to reinforce the importance of our quality control procedures. In consideration of the customer’s experience, we have issued a one-time use Gift Certificate for the amount of $25.00 that can be redeemed at any one of our Portrait Innovations studio locations and does not have an expiration date. The customer should receive the Gift Certificate via email in 2-3 business days. Please have the customer check their junk or spam email inbox in case it may fall there. 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.  Sincerely,  Rachel  Senior Customer Service Manager

Id# [redacted]Mrs. [redacted],Please accept our apologies for your negative experience at our studio in Monroeville, PA. Portrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customer. We value your feedback and appreciate this...

opportunity to address your 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 possible. Due 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 delays. However, 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 service. In situations where delays are unavoidable, we endeavor to keep customers informed and update them if the expected wait time changes. Anytime the Portrait Innovations Corporate Customer Service Department receives a report of excessive or poorly managed wait times, it is taken very seriously. We understand that prompt service is one of the main reasons people choose Portrait Innovations and is key to an enjoyable customer experience. To this end, we will follow up with the Studio and Regional Manager immediately to make sure that this problem is properly and completely resolved.Excellent photography is the core of our business. We were alarmed to hear that your photography session did not meet the high level of quality you have come to expect from Portrait Innovations. We understand that superb portrait photography requires not only technical competency, but also a talent for working with and relating to people. For this reason. Portrait Innovations thoroughly trains our photographers in the mechanical, artistic, and personal aspects of portrait photography. Our goal is to work with you to create the personalized portraits you envisioned for your family, including a variety of quality poses, backgrounds, and props. Thank you for making us aware of this issue. We will follow up with the Studio and Regional Manager to address any training or personnel issues that may have caused this problem.We are sorry to hear that you are not satisfied with your portraits. If you would like to set up a reshoot and swap out your poses you are not happy with please contact your local studio or our customer service department and we would be happy to make that appointment for you. We truly want you to be satisfied with your pictures. We also would like to extend 3 additional poses in conjunction to the reshoot for the inconvenience. We understand a reshoot is not always the easiest option especially with a large group and if you would like to keep the photos we can extend a $75GC for a future session or $60 refund.We stand behind our product. We guarantee 100% satisfaction or you can return your product for a full refund. In conclusion, please accept our apologies for your negative experience, and we sincerely hope that you will return to Portrait Innovations again in the future. Thank you for your feedback and the opportunity to further improve our business.Sincerely,Jazmine .T.Customer Service Manager Portrait Innovations, inc.[redacted]

Well we tried to take Christmas pictures for Christmas cards like we do every year at Portrait Innovations. First attempt was last Saturday evening (12/05/2015). I had a scheduled appointment, and when we arrived they said it would be at least an hour and a half wait, which is impossible with a child (not to mention we the hour drive to Lubbock just for pictures, we live in Plainview). We scheduled an appointment today (12/13/2915) at 10:20 and arrive at 10:10. They open at 9 so I figured the earlier the appointment, the less wait time. After 30 minutes, we ask how much longer and they say there are still two others in front of us so about 30 more minutes. Again, my one year old is already starting to get cranky from waiting. The oh so nice manager (sarcastic) advised to take him for a walk outside to keep him occupied while we wait. I point out to the manager that it is 30 degrees outside and we are not about to walk around to keep him entertained when it is below freezing degrees because they can't keep up with their appointment. She then suggested to come back on a weekday when the wait isn't as long. I again pointed out this was the second trip that we have made to take pictures, that we live out of town and it would be impossible to come after work, feed the kids, get everyone ready and in a good mood to take pictures at 7-8 at night, if they even stay open that late . So no Christmas pictures for us this year sadly. And we will never use ‪#‎portraitinnovations‬ again! There is absolutely no reason to schedule an appointment if you have to wait over an hour for that scheduled appointment. And considering they open at 9AM and were running an hour behind for our 10:20 appointment, the management either isn't in control of their staff, they don't show up on time, or they simply have no pride in their job.

June 1, 2015To whom it may concern:
Please accept our apologies for our customer's negative experience at our studio in Fairfax, VA. Portrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customer. We value all...

feedback and appreciate this opportunity to address anyconcerns.Regarding the customer's portrait specialty product, the customer stated that they did not receive their portrait specialty products until May 12, 2015. According to the customer's receipt, the estimated delivery date for their portrait specialty products was May 15, 2015. Our products are created entirely customized from scratch and we always tell customers to allow 7-10 business days for production and shipment time. We sincerely apologize that the customer's product was not received satisfactorily. As of now, we have spoken with the customer via telephone and have issued a full refund for the product in the form of refund check. We have confirmed with our accounting department that all checks have been mailed and the customer should receive the full amount this week. In addition to the full refund, we have also reordered their portrait specialty product multiple times. We sincerely apologize that she did not receive correct images within the products. The customer received one specialty product on Friday May 29, 2015, and 2 additional products shipped out that day, scheduled for delivery this week. We have confirmed in our system that the two products arriving this week are correct. We have not requested for the customer to return any of the products to us. It appears we have fulfilled customer's desired outcome/settlement.
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.
Sincerely,
Noelle G
Senior Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
The studio has rectified my issues to my satisfaction.  
Regards,
[redacted]

Review: They way overbook appointments and lack communication amongst one another. I had an appointment at 6pm and wasnt taken for the first round of photos until 6:50pm. Everything was total chaos! After everything was done it was about 8pm and I did not want to wait for the photos to be printed because my 3 year old and 18 month old had enough. I went back a few days later to pick everything up to find that all 40 of the Christmas cards I had purchased were cut off at the top. Why wouldn't they just print one to see if they were ok first? So I can only assume they do not look at the prints before giving then to customers. So they asked me to come back again when they were less busy and I was told I wouldn't have to wait to have them reprinted. Today I went back at 10am. A male employee took my cards and went into the printing room so I went into the waiting area. After 20 minutes I asked him if my cards were being reprinted. He then went over to another employee and I couldn't hear what they were saying. Next the female employee whom he was speaking with came over to me and said they weren't going to be able to print my cards and asked if I could come back another day. She said that no one had left a note saying I would be coming. So I explained that I live 25 minutes away and I was not coming back. She then said she could mail them and I would get them tomorrow. Why couldn't the man have told me that when I walked in the door? I am absolutely furious with the way they operate, how no one knows what's going on and how they don't check their product for quality.Desired Settlement: Time is valuable and we did receive 15% off for waiting the initial time. I do not want to pay for the cards that were the big issue.

Review: Portrait Innovations at this location had advertised a coupon for "40 portrait package PLUS FREE 16x20 canvas PLUS 11oz Colored mug all for only $23.99." I was charged an additional $11.98 for handling fees. The coupon does NOT list that handling fees are not included. This is misleading to the consumer, when you think you are only paying $23.99 for what is advertised when really you are being charged for $35.97 plus taxes and fees.

coupon available for your review, upon requestDesired Settlement: In a perfect world, I want my full purchase price refunded to me for false advertising. I would be happy with the handling fee of $11.98 refunded to me promptly.

Review: Portrait Innovations at this location had advertised a coupon for "40 portrait package PLUS FREE 16x20 canvas PLUS 11oz Colored mug all for only $23.99." I was charged an additional $11.98 for handling fees. The coupon does NOT list that handling fees are not included. This is misleading to the consumer, when you think you are only paying $23.99 for what is advertised when really you are being charged for $35.97

coupon available for your review, upon requestDesired Settlement: I want 11.98 refunded to me promptly

Review: had appointment on 12/13/15 at 12:40 pm. arrived 10 min early to a studio filled to capacity. there were alot of unhappy hot faces. my turn came. session went ok. while waiting I talked with other unhappy customers. I was surprised I have had service there 2 other times. the staff were inexperienced teens. no name tages inappropriate dress. (i have a picture, I had to see a photographers back side overflowing from her pants)!!my session went ok. it was unclear to me how they were trying to sell. I had a coupon for a 19.99 package. I bout extra pose. I wanted to buy dica and was told by girl in orange that it would be 70 dollars. I decided at the time not to purchace the disc. the pictures are supposed to be done in 1 hour. this is there policy. I was called at 530 pm on 12/13 to find out my pictures would not be ready until "tues or wed"! iasked for a manager.I wanted to buy an extra picture that I could not view online. she told me I cant do that! she refered me to ([redacted]). it was closed. I called 1st thing monday. the store is closed mondays! I was supposed to have my pics in 1 hour. I understand it is busy time and a few hrs would be ok but a few days is not. I spoke with several cusomer service reps with no resolution and unable to be transferred to a person of authouity. I want to buy my disk and they can keep my money and pics.!!! the last service rep, out of 8 reps told me I cant buy disc!!!Desired Settlement: I want them to keep my pictures and money and I will pay the remainder of 70 dollars for my disc. I spent 55 there. I really dont think I should have to pay more because of this insaine chaos that was supposed to be done in one hour.

Review: I have use portrait-innovations for all of my sons portraits since birth (approx 5 sessions). for his first birthday I took him, and the photographer [redacted] at monroeville, pa store was very rude. firstly, as we waited with no other customers in the store she was worried about getting the floor swept so she could leave (our appt was at 5 pm, and store closed at 6pm). she also stopped the photo shoot twice to instruct another worker to sweep the floor (if you have a one year old you know that if you are not concentrated on him, he loses interest fast, and he did of course). this instantly ruined it and put him in a bad mood and made him restless and not interested in sitting still or smiling (and he is quite the ham usually). then, I brought a balloon on the number one that I wanted in the picture, when I asked her if she could put this in the picture as thats why I brought it, she got an attitude, slammed the letters O N E down beside my one year old not once but twice, and walked away and said put him however you want him. I finally asked for a new photographer because I knew this wasnt going to work. the photographer who took over [redacted] was great, I have had her before and I told her get me one good picture and we will call it a day, and she did. I asked to speak to the manager, and I was told [redacted] was the manager (young girl, clearly they dont consider maturity a factor in hiring managerial staff). as we were waiting for our pictures to be printed, my son who is one and doesnt talk yet makes noises all the time to hear himself, and the first girl [redacted] walked past him and looked at him and said "don't you growl at me". I was never planning to return. I went on their website and found a corporate number to call to let them know, not so much about the experience, but about her slamming wooden letters down beside my one year old, because you dont do that to children and she could not get away with it. I was told by the girl on the phone she was sorry, but she could not refund my session unless I returned the pictures (which was fine and I could not do this because I needed them for his party the next weekend). she did offer me a coupon to use at my next visit tho, and reassured me I could go to a different studio and it would be fine and I would receive via email. I considered using this for christmas pictures, thinking the amount would at least be what I spent at my last visit (the girl could see as I gave her my episode number from my receipt). no, they gave me a 10$ APPEASEMENT CERTIFICATE pretty much to shut me up after their employee pretty much could have scarred my child from ever cooperating at pictures again. not to mention this could be viewed by some as abuse. needless to say I will not be using the certificate and I will not reccomend this store and I will notify ever site and person I know of the horrible service and emotional child abuse received from their staff.Desired Settlement: I would like my 30$ spent at that session refunded, and I want to make sure the manager of the MONROEVILLE PA store [redacted] is reprimanded and/or no longer working around children, that is not appropriate behavior for a manager of a portrait studio that deals with children daily.

Review: Grandmother made appt to have all grandchildren take pictures at this location on 6-12-16. Appt was made one week prior. Upon arrival on 6-13-16,, Kathy, Manager for this location, stated she would not allow us to use a coupon (40 portrait package, with FREE 16x20 canvas, and free 11oz colored mug) for $23.99. Her cited reason was that 2 of the grandchildren had used this coupon the day prior (and those two children's appt was booked under their mother's name, which is different from the grandmother's name, different house address, phone number, etc) and so they were not able to be in the picture with the other grandchildren. If we chose to include them in the group photo, the entire group was ineligible for the package priced at $23.99. In the "small print" on their coupon, they state "only one 40 portrait package advertised special of your favorite pose per family, group or individual session may be purchased with coupon from Tuesday May 31 through Sunday June 12, 2016." The two grandchildren who had used a coupon the day before were from out of state and are part of a different family. Additionally, those two grandchildren are now part of a different group (we wanted to include them in the picture with the 5 other grandchildren). The person paying for the package of the grandchildren, as well as the appt it was booked under had NOT used this coupon. The wording on their coupon is not clear and is inaccurate. It does not state that an individual(s) from one group can't be in another group's photo. If that is the case, then that needs to be stated.Desired Settlement: I want this business to take the pictures of the 7 grandchildren, as we had booked, and honor their coupon for the 40 portrait package with free 16x20 canvas and free colored mug for 23.99. We have groups in from out of state and only have a limited time to get this picture taken. If this can't be done, then I want this business to provide discounted printing services for pictures that were taken in lieu of being able to sit for portraits at this studio.

Absolutely awful experience! They lie about the prices... gave me and my friend 2 different prices $70 difference! Johnna, the manager, was so rude to my 10 year old son for not "controlling" my twin 16 month olds during the photo shoot. She also told me I could print pics at [redacted] or wherever if I get a package that includes the cd. That is so far from the truth. I have to print the at their studio instead. They will NOT get any more of my money! Ty, one of the associates was rude answering the phone as well was the person who answered the customer service in North Carolina. The layout of the studio was ridiculous. We had to go back and forth from room to room while they booked 3 families for 2 rooms. They were too overcrowded! I WILL NEVER GO BACK AGAIN!","neg-1

Review: I heard about portrait innovations from a family friend. I looked them up on the internet before I schedule an appointment. The Internet made them sound amazing 60 poses, 1 and 1/2 hour of studio time, outfit changes, they used 4 different back grounds, and you get your pictures the same day sounds good? So I called to check pricing. I like to get a CD so I can print more pictures and my family can take the CD and print pictures that they would like to have. So when I called they said they didn't offer just the CD that I would have to buy 3 sheets of pictures and the CD for $69.90 which to me is a good deal. So I went straight to the website and made my appointment for 3:20pm on Saturday we live 2 hours away from the studio so I planned it around my daughters nap so she could sleep on the way down. We arrive 10 minutes before our appointment and check in to a waiting room full of people with scheduled appointments for the same time and walk-ins! (which they offer on the site but recommend appointments). One by one people are called back and we are still sitting trying to keep my 18 month old happy at this time it is 4:00pm 40 minutes past my appointment time. Waiting and waiting it is now 4:40pm and we are finally called back. They took pictures of my daughter for maybe 15 minutes that's not 1 and a half hours like the site said and she was doing really good so they could have done so much more with her. They also only used 3 backgounds not 4 and not pretty backgounds at that! So after the 15 minutes they take us to show us our pictures and the package starts out at over $500 dollars!!! I can not afford that so they keep cutting the price down and down until we get to the 99 dollars but I do not have the rights to the CD which is what I wanted. Nothing was ever said I had to spend $240 to get the rights to the CD. So I left unhappy and disappointed. If I want pictures I have to drive 2hrs! to Roanoke!! I can not file a request for the pictures I didn't spend enough money. Very Very upset!!Desired Settlement: I would like to have a refund of the 99 dollars for the portrait package or the rights to my CD. Terrible customer service and deceiving advertising also when I called I should have been told I would have that the rights to the CD. I also should not of had to wait one hour and twenty minutes past my appointment time to have my daughters pictures taken. This was the worst experience of getting pictures done that I have ever been through I would not recommend this company to anyone!!!!!

Business

Response:

Please accept our apologies for the customer's negative experience at our studio in [redacted]. Portrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customer. We 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 possible. Due 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 delays. However, 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 service. In situations where delays are unavoidable, we endeavor to keep customers informed and update them if the expected wait time changes. Anytime the Portrait Innovations Corporate Customer Service Department receives a report of excessive or poorly managed wait times, it is taken very seriously. We understand that prompt service is one of the main reasons people choose Portrait Innovations and is key to an enjoyable customer experience. To 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 session. We are very sorry to hear that the customer had difficulty regarding their appointment. Since our business is primarily appointment-driven, Portrait Innovations has a very detailed appointment booking procedure, designed to eliminate scheduling mistakes and miscommunications. However, in the rare event that a mistake is made, we greatly appreciate being notified by customers so we can resolve the problem immediately. For 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 reason. We 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 business. We were alarmed to hear that their photography session did not meet the high level of quality they have come to expect from Portrait Innovations. We understand that superb portrait photography requires not only technical competency, but also a talent for working with and relating to people. For this reason, Portrait Innovations thoroughly trains our photographers in the mechanical, artistic, and personal aspects of portrait photography. Our 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 props. Our website currently states that the studio experience should last 1 hour to 1 hour and a half. This includes the portrait taking process, the photo viewing process, as well as our same-day printing process. Portrait Innovations associates are required to spend 20-30 minutes in the camera rooms, 20-30 minutes at the sales station, and allow 20-30 minutes for the customer's portraits to print on site. Portrait Innovations associates also shoot 40-60 shots on 3-4 backgrounds. The customer received 63 shots on 3 backgrounds, as well as 1 outfit change. We sincerely apologize if the customer felt rushed, and that they did not receive satisfactory customer service regarding their portrait session. Thankyou for making us aware of this issue. We 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 session. For this reason, we offer a Free Bonus CD with many of our popular collections that contains a digital copy of the customer's portraits. The purpose of this CD is to allow customers to return to Portrait Innovations in the future and have reprints made. All 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 product. If the customer feels that this information was miscommunicated in anyway, please accept our apologies. We 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 companies. This is only considered for products that are not in any way similar to, or in competition with, products sold at Portrait Innovations studios. Because 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 store. If we did this, we would be out of business very quickly. As 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 purchased. At this time we offer multiple options for our Portrait CD. We offer the Free Bonus CD that comes included with the purchase of below a 12 Pose Package which is an archival CD meant for reprints at Portrait Innovations studios. We offer a Portrait CD with High Resolution files of purchased images between a 12 Pose Package and a 14 Pose Package. We also offer a Portrait CD with High Resolution files of all images taken with the purchase of a 15 Pose Package or higher. All images taken at Portrait Innovations are copyrighted and must have a Copyright Release Form submitted in order to receive permission to print elsewhere. As 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 home. If 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 refund. If the customer returns their prints and products to the local studio and they will issue a credit voucher. The 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 mail. In the customer's correspondence they mentioned that they do not live close to the portrait studio. If the customer would like to mail prints and products to our Corporate Office directly, they are welcome to do so. We will also reimburse up to $10.00 of shipping costs that the customer may incur when mailing to us. If 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 returned. Please 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 future. Thank you for providing feedback and the opportunity to further improve our business. Sincerely,Portrait Innovations, Inc.

Consumer

Response:

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 below. This is a ridiculous offer 20% refund would not even cover the gas we had to pay for the 4 hour trip. Number 2 yes there may have been 63 poses but half or more were bad I hardly call that 63 poses! Number 3 yes they used three back grounds but the white one was dirty which in return my pictures look dirty! Number 4 your website says nothing about the break down in studio time I call that false advertising! Number 5 do not let me make an appointment at 3:20pm and you bring us back at 4:40pm that's also false advertising!! Number 6 yes I was offered a 15% discount but I still can not afford the 130 dollars I would of had to pay on top of the 105 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 7 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,

Review: We received a $20 coupon in the mail for a new photo place, Portrait Innovations. The coupon was for a photo package plus 2 additional free gifts, a large 16x20 print and a photo Christmas ornament. The coupon stated free shipping for the additional items. They wanted to charge us $12 shipping (again, the coupon said free shipping). They waived the shipping fee only because they said we could pick the items up at the store.

After getting the shipping cost dropped, they charged us a handling charge of $12. Even though the item was being shipped directly to their store, they still charged us a $12 handling fee.

We said we did not want the extra's, we just wanted the $20 package. The $20 package without the "free" gifts was $30. Either way we had to pay over the advertised price of $20. My wife had strong words with the manager on duty. The manager held firm. We had 3 choices, pay $20 + $12 handling, pay $30, or leave and get nothing.

When I get a $20 coupon, I expect to pay $20. When an advertised package includes extra items listed as "free", I expect free, not up to $24 in additional fees (In this case $12 shipping and $12 handling). I do not feel it is ethical being given a $20 coupon only to find this "promotion" has extra, non negotiable, fees. If we wanted our pictures, we had no choice but to pay $30 for our $20 package.Desired Settlement: In a perfect world, I would like a full refund for compensation of being deliberately mislead and for all the trouble we experienced that day. This is not a perfect world and would settle for a refund of the $12 handling fee and an apology for being mislead.

Review: On Saturday March 4,2014 I had a 3:50pm appointment at P.I. I spoke with a representive on the phone prior to my arrival to advise I would be late to the appointment she advise me they were booked however come in and they could work me back in. I checked in at 4:25pm with my family. The after a hour of waiting a 5 o'clock appointment left so I thought great theres the free spot we were waiting for . A representative advised at that time it would be about a 30 min wait did I want to continue waiting or reschedule I said well we have waited this long so no problem we will continue to wait. Time is now 5:30pm at 7:55pm a Representive advise its nothing they can do they cannot take the pictures after 3 hours of waiting I was livid. So another representive walks over he says sorry for inconvince will take your pictures after our 7 oclock appointment ypu can pick them up tommorrow. I continue to wait at 8:46pm he walks over and says I so sorry I thought we could take them but we have no one to take the picture after he guarantee he would. So after four (4+) hours of waiting we get no photos we were asked to leave. I feel hurt direspected lied to embarrsed I have never recieve such horrible service from any business. My four year old left crying " Mom why want they take our pictures we waiting all this time " My child was so upset against my better judgement I went to the [redacted] location on Sunday 3/2/14 made appointment for 2:30pm arrived 15minutes early to be safe. Pictures went great we were Paid at 4pm. rep advised pictures would be printed in one hour at 5:30 we we returned we were advised 30 more minutes pitures were finally ready about 7:30pm so Sun wait is 3 hours . The [redacted] owned the error the pictures were not sent to the printer at the end of our session so she refunded 20.00.Desired Settlement: I would like to recieve a full refund for our service. The total cost of the pictures were 115.00. I would also like this complaint to be sent to the executives of the company. I would like to see the company implement a process to avoid another customer facing the level of horrible service we recieved. If the staff is not going to provide a service a customer should no upfront instead of waiting for hours only to be refused service. I have been a customer for 6 plus years and I have never been so dissappointed in all the years I have done business.

Business

Response:

[redacted] called our office and stated that a refund was issued to this customer.

Consumer

Response:

I have reviewed the 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 below.

I paid a total of 115.00 I was only refunded[redacted]. I also have not received a formal written apology, or confirmation that this complaint has reached a company executive or resolution in the form of a policy to prevent this tragic experience from reoccurring. This is not an isolated issue its a company issue because problems occurred in 2 different locations.

Regards,

Business

Response:

To Whom It May Concern:

Please accept our apologies for our customer's negative experience at our studio in [redacted]. Portrait Innovations strives to provide excellent customer service and the highest quality portraits to each and every customer. We 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 possible. Due 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 delays. However, 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 service. In situations where delays are unavoidable, we endeavor to keep customers informed and update them if the expected wait time changes.

Anytime the Portrait Innovations Corporate Customer Service Department receives a report of excessive or poorly managed wait times, it is taken very seriously. We understand that prompt service is one of the main reasons people choose Portrait Innovations and is key to an enjoyable customer experience. To this end, we will follow up with the[redacted] and [redacted] immediately to make sure that this problem is properly and completely resolved.

In our customer's correspondence, they mentioned an excessive wait time regarding their prints as well. Portrait Innovations is committed to providing the highest quality portrait products on the market, and we are very concerned to hear that our customer's products did not meet this standard. We take extensive precautions to maintain our equipment in excellent condition to avoid any technical problems that might affect product quality. As a final check, our employees are also required to remove each item and show it to the customer to make sure all products meet the customer's expectations and no mistakes have been made. Our Maintenance team will follow up with the studio to address any technical issues, and our Management team will contact the Studio and Regional Manager to reinforce the importance of our quality control procedures.

In consideration of our customer's experience, we would like to offer anyone of the following options:

* If our customer would like to receive a full refund, they can return all of their products to the local studio and they will issue a Credit Voucher. The Credit Voucher can be used for in-store credit towards our customer's next purchase, or they can mail it to the address on the voucher and receive a check in the mail. If instead our customer would prefer to mail products to our Corporate Office directly, we will also include up to $** of any shipping costs.

*If our customer does not wish to return all of their products for a full refund, we will be able to make a one-time exception only, and offer the customer a [redacted] refund without return of product. Due to the fact that the customer has received a $[redacted] refund in studio, this brings the customer's total purchase price to [redacted]. We will be able to issue a [redacted] refund from that total purchase price, making the refund $[redacted]. If the customer chooses to accept a [redacted] refund without the return of product, the refund will come in the form of a refund check in the mail within 7-10 business days.

*If the customer does not wish to partake in either of the above two options, we will be glad to issue a Gift Certificate for the amount of $35.00 that can be redeemed at anyone of our Portrait Innovations studio locations. Portrait Innovations Gift Certificates will arrive to the customer's email address within 2-3 business days of acceptance. Portrait Innovations Gift Certificates also have no date of expiration.

In conclusion, please accept our apologies for our 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.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

I was unable to respond through the link I would like to keep my pictures and get the refund thank you

Consumer

Response:

I have reviewed the 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 below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Good Morning,

[redacted] to date its been over 30 days and I did not receive a refund from Portrait Innovations as promised in the resolution. Do I need to file another complaint?

Thank you,

Business

Response:

To Whom It May Concern:

Please accept our apologies for the delay in resolving our customer's concerns. We were notified that the case had been closed on April 7, 2014 and that no further action was required of Portrait Innovations. We were not notified of the acceptance of our presented options for resolution, and we apologize that the customer did not receive the refund they were expecting. At this time, due to the fact that the customer has now accepted the**% refund without the return of product, we will be happy to issue that to our customer. The refund will come in the form of a refund check, for the amount of $[redacted].

Please have our customer provide a current mailing address to receive their refund check, either via the Revdex.com website, or by contacting our Customer Service Department at [redacted] or [redacted]

Thank you and again we apologize for any inconvenience experienced by our valued customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I have been waiting over 24 hours and never got a call for my pictures and I called and was told that printer is working so I asked how much longer on my pictures and they just said they would call but had a friend take her family earlier today and they got theirs already. So my pictures can wait. This is so wrong and would like a refund or something.When you spend 238.00 and then after you pay them then they tell you printer is down and over 24 hours no pictures and everyone getting them done today are getting them within a hour.

Review: My family had Christmas pictures made at Portrait Innovations this previous year. After the initial session we sat down and ordered a picture package which included items that were going to be ready in an hours time and also items that we would have to come back at a later date and pick up, we also purchased a dvd with the printable rights from our session as well. The items that were supposed to arrive for us to pick up had not arrived in a timely manner. Instead of complaining my wife choose to simply wait it out. One morning my wife received a text message from an acquaintance of her ex husband questioning her about us having pictures made for Christmas. The question came out of no where along with the phone call as my wife did not desire this said person having her personal telephone number. It was relayed to us that the business of interest had mistakenly grouped our family pictures with the pictures of the acquaintance and had also included my wife's personal telephone number along with the package that was mailed out to someone incorrectly not to mention someone that we didn't want to have our family picture or my wife's personal cell phone number due to animosity from her previous marriage. We had went to another source and had Christmas cards printed and they matched the picture that was mailed out. This enraged my wife as she did not like the idea of having our personal picture mailed out when it was not supposed to be but especially to someone who did not care for her or her family. I contacted the local office there myself and they offered to give us a refund for the entire transaction. I agreed to such refund and also asked to speak to their corporate division in order to ensure that this issue was properly escalated to the right people as the entire experience at this location was not pleasant. To my dismay the corporate level treated us with utter disrespect and more or less told me they were not not liable for releasing our picture to the wrong people nor responsible for giving out anyones personal telephone number either. There have been calls that are unexplained to my wife's cell phone that could or could not be due to the nature of the person that her number was released to but we have strong suspicion that it was. We have been patiently awaiting the reimbursement for this company's negligence for months and have yet to see anything come through so I have decided to turn it over to the Revdex.com.Desired Settlement: I hope that the Revdex.com would look deeper into the handling of this issue from not only a business side but a moral side as well. Bottom line is we also paid for products that were never delivered to us due to the negligence of this business.

Business

Response:

Please

accept our apologies for the customer’s negative experience at our studio in [redacted]. Portrait Innovations strives to provide excellent customer service and the

highest quality portraits to each and every customer. We 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 slip. We 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

directly. It is never our intention to release any customer’s personal

information and we take pride in protecting our customers’ privacy at all

times. We 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 declined. We also

reordered the customer’s correct 16x20 wall portrait with overnight shipping

time to their local portrait studio because the customer refused to provide

their home mailing address. We have reached out to the customer’s local studio

to verify whether the reordered 16x20 wall portrait is available for pick up

and it is currently available. If the customer would like to accept the one-time

use $25.00 Gift Certificate we will be happy to issue that to them. Portrait Innovations

Gift Certificates can be used at any Portrait Innovations studio location and

does not have an expiration date. Gift Certificates arrive via email within 1-2

business days of acceptance. Please 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 Certificate. The 20%

refund would be in the amount of $20.00 in the form of a refund check to the

customer’s home. If the customer would like to accept the 20% refund instead of

the Gift Certificate, that will arrive to their home in 7-10 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 directly. If the customer would like to mail prints and products to our

Corporate Office directly, we will also include up to $10.00 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.

Consumer

Response:

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 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 false and did not happen. The corporate side of this business is attempting to hide the true facts of what happened that day and the corresponding weeks following. I at no time was offered a gift certificate to come back to the business. The 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 all. I called and spoke with [redacted] who was a manager at the [redacted] location and she was also the representative from the company who offered us the full refund. I 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 taken. I have a son by a previous marriage who is 17 and was very jealous of his newborn brother. So much that he did not want to even come and visit us or his brother. My 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 pictures. It was right before Christmas and the business had taken in way too many appointments and were backed up. We waited over an hour to even start and the overall atmosphere in the business was the same amongst some of the other patrons there. Our 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 son. Even after several failed attempts at getting those two together the photographer pushed for us to keep trying. My 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 package. We were told that in order to place an order we had to take somewhere around 60 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 again. The 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 said. My son was humiliated in front of lots of people for no reason at all. This 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 complaint. From that point on through the session it was unbearable to even be there at the business much less to take portraits. It 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 allotted. It created a negative environment for several of their customers and probably ensued over to the employees as well. That day was about making money and not customer service. The problem with their recollections on our pictures is that they are false as well. The 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 package. The 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 contact. Regardless our picture should have not shown up to anyone else but us. I 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 16x20 portrait with overnight shipping. Our problem with this is that our picture was not to be released to anyone other than us. We 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 online. We 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 good. We 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 image. My 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 thing. I have receipts where we purchased cards and received them and also over 100 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 25.00 gift certificate when there online Facebook page clearly states that the exact same picture in question is a 99.00 value? The business also stated that "the customer refused to provide their home mailing address" which is yet another false statement. We were offered a free Christmas ornament with our package that we agreed to with the stipulation that we had to pay a 6.00 shipping fee for the "free" ornament. My wife agreed to the free ornament and paid the shipping charge and gave our address. I 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 either. As hopefully you can clearly see that this whole interaction with this business was a negative one. There 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 Innovations. I 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 have. It 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 them. That 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- 1. they did not treat my family fairly during the initial setting and choose to berate my son in front of an audience within the store.2. They 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 4 but whose counting? These are the type of issues that directly underlines customer NO SERVICE. Regardless of how many mistakes that was made they are still lead to believe that this was a normal issue. I 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 negative. I 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 back. My 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 fine. Just 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.

Review: Portrait Innovations sold me a CD of my portrait session pictures with extremely low print quality images that cannot be printed. They never mention, in person or print, that the CD only has low-resolution images. I now have a $168 CD of session images that are worthless.This is my story.When I called to make an appointment at Portrait Innovations in [redacted], VA, I asked if they sold standard CDs or DVDs of the pictures taken. The sales person said that CDs are available with 3 poses. I went for my appointment and the pictures were taken of my 16 month old. After the pictures were taken, the sales person and manager, [redacted], showed me the images on the computer. I said several times that I just wanted the CD, so I could print out the pictures later. [redacted], the Store Manager, never said that the CD did not offer high quality images. She did NOT inform me that the images were low quality and could not be used to print pictures. Instead, I was told that I had to purchase a package to get the images on a CD. I bought a package that ended up costing $168. Other portrait studios, which also sell session images on CDs containing HIGH QUALITY images, such as from [redacted] and [redacted], cost in the $150 price point with prints. In Ocean City, MD, I bought telescope pictures with a CD containing high quality images for under $100. So, you can imagine my surprise when I get home to find low quality images on the CD. I thought it was a mistake, so I called the store and said that I received the wrong images on the CD, that they were low quality. The Assistant Store Manager said that they don't sell high quality images on CDs because they do not make enough profit. My response was Are you kidding me? He said that I can reorder images from the web site. When I looked at the web site, not all the images are available for purchase. There were three images that I wanted to order, and I cannot. It is basically a bait and switch operation. They promise a standard CD with high quality images, so youDesired Settlement: I want a CD or DVD with ALL the session images in HIGH QUALITY that can be printed to 8x10 and 11x14 prints and look clear and crisp.