SouthWest Photographics

From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Wednesday, May 06, 2015 6:07 PM To: [redacted] Subject: Re: Business Response to Revdex.com Complaint [redacted]   I reject [redacted] response to my complaint.   I NEVER came out and called her a "liar" as she stated in her response before but I'm doing it now. We went in on the 15th to take my son's senior pictures and the "photographer" she had "in training" did not know the first thing about taking senior pictures and she admitted and added that she "wasn't from down here." What that had to do with it, I don't know but that's what she said. She did not know how to zoom the lens in or out so she took just about all the pictures from a far distance and even [redacted] herself as well as her other "photographer in training" presently said she couldn't understand why either.  I asked the "photographer" why it was hot and smelling of mold in the studio and she said "oh please tell the lady up front because they won't fix it. I hate it too!" I said "well I know the owner and I'm surprised he would do that." She then said "no, he sold it in August, he no longer owns it." As for me being in the way, THAT IS A BOLD FACE LIE! The [redacted] she had working for her told me to help because she wasn't sure what to do with a senior shoot, so as inappropriate as I thought that was (I am not a photographer,) he is my son so I did my best to help her. I simply brought to their attention a crooked tie, messed up NHS collar, etc. She also could not reach the camera and could not find a stool to stand on and complained that my son was "so tall" continually. He's 5' 11" tall which is not "so tall" by any means. She just didn't know how to properly use her equipment! When we went in to see the previews [redacted] looked through a couple of different place and then told me "someone already placed an order" to which I said "no, that's not possible. I would be the only one ordering." She then found his pictures in the lay-a-way box and I couldn't understand why. There were a couple of pictures that were okay but truly not the quality of a PROFESSIONAL PHOTOGRAPHER like the previous owner. He knew what he was doing from start to finish as he did my oldest sons photos and did an amazing job! I voiced my disappointment, [redacted] apologized profusely and said she had had to "re-do so many shoots because of her ("photographer in training.") All she did was cause problems!" I then asked how she had gotten a job there and she said "she BS'd her way with the owners and they bought it!" I found it very unprofessional that she would use that terminology as she "specializes in customer service" as she boasts but thought that was perhaps acceptable to her. So be it. I was VERY upset! I have been sick for 25 years now with an auto-immune disorder and emotional stress is a huge trigger for me. For her to claim that it is perhaps an imagined illness is very disrespectful and hurtful! I had to take headache medication in my car before I left the parking and called my husband crying! By that evening I had broke out in a rash throughout my body and it was most certainly brought on by her and her unprofessional business. And NO, SHE DOES NOT BEGIN TO KNOW ABOUT CUSTOMER SERVICE! I am in customer service and she doesn't know the first thing about it! They're all running around trying to pull things off and it will catch up to them! In order for us to go back for a re-shoot my son had to miss a class that ran till 6pm, get an urgent haircut with a different stylist, and get his clothes ready again. Fine, we did it. Was I happy? No, but we needed the pictures so we changed OUR schedule to fit hers after they screwed up and now she's throwing it on us! They're a circus there and she knows it! I'd be embarrassed to say I managed that show boat! The new "photographer in training" is very sweet and kind. However, she too asked me for help "because I'm just learning myself" she said. As a matter of fact she had my son positioned very awkwardly and I couldn't stand it. He looked "posed" and uncomfortable. I suggested, yes I did! I say the truth! I suggested that she move him to the opposite side where he was holding his sports coat with his right hand over his right shoulder because that would be his natural stance and she said "Oh yes, you're right, that does look much better, more natural. Thank you!" I said "yes it does, that's how he would do it because he is right handed." She and I worked well together, but quite honestly NO photographer should need anyone's help. We go here for a professional photo shoot, not to ASSIST a "photographer in training" whom herself will proclaim "I'm still learning." I am quite offended on MANY levels by [redacted] and all of the false accusations she has thrown at me. Like I said, I NEVER called her a "liar" not was I "belligerent" to her or any of her employees. I do not ever mind paying for something or a service as long as they are worth it. This place calls itself a "portrait studio" and in order to be one you have to have a professional photographer on staff and not one "in training" and customer service should be at a higher level and the customer should ALWAYS be treated with respect. I am very hurt by her accusations and she continues to cause me more stress. I DID go in to the establishment and pick up the few pictures I did buy (I wasn't happy with ANYTHING else enough to spend my hard earned money on so I already have another appointment with another PROFESSIONAL photographer) and was VERY nice to Shelby as she showed each picture to me. Shelby is NOT to blame for anything as she is a young girl just learning the business herself. I paid my balance without question because I can but DO NOT feel they deserve my money and I will keep claiming it! [redacted] is a [redacted] who manipulates things as she goes along to suit herself! I am requesting the name and contact information of the owners of this business so that I may speak to them in a professional, business like manner because I do not believe [redacted] is capable of that and do believe she will be running their business to the ground with her lack of proper communication and business skills.    I thank you for your time and efforts into this matter.    Sincerely,  [redacted]

To: [redacted] Subject: Re: Revdex.com Complaint [redacted]   Well, let's start from the beginning.  Her son did come in on 3-25-15 for pictures.  We did have a new photographer on staff, and she was in training.  There are always occurences in a business where occasionally you have to...

train a new person.  That training is supervised so that there is NO lack of quality or service.  That is what happened here.  She had NO complaint during the shoot although she was hindering the photographers by continuously moving around the studio (we provide seating for family members for viewing during the shoots and it is an unspoken rule that they stay in their seat), and distracting them with her non-stop chatter, a good time was had by ALL accounts.  We generally do not like parents interferring with the shoot as she did, but we made an exception because we could tell that she was a bit pushy and my team is trained to be friendly in all instances.  She did not have time that day to stay and view the pictures ( approximately a 10 minute wait), and she left with the understanding that she could come back at any time for the viewing.  We do not call our clients who leave before viewing, as it is told to them before leaving it is up to them to make an appointment at THEIR convenience.  And no, There was no difficulty "finding" the pictures.  When someone comes in it may take a maximum of 2-4 minutes to locate their file.  The first place we look is in the school box, then we look in a box marked layaway (there are 2 seperate stacks of files in there; it also contains pictures needing to be viewed for the first time).  All of these files are within a couple of feet of each other, so there is no scrambling around.   She asked about the photographer and I did tell her that she was no longer with us, as she was not a good fit with our staff.  It was ONLY THEN that she complained about the pictures.  She did not like her pictures, although they were of good quality.  Pictures are subjective.  You can have good lighting, good subject, ect., and still it is a matter of taste.  Generally if someone did not like anything they would just decline an order.  I don't think this would have happened because she picked many from that first shoot as ones she liked.  But since she did complain, and it was a training shoot, I offered her at NO charge, a re-shoot.  Generally there is a $25.00 charge for EACH shoot.  She did not get charged for the initial shoot, since we were training, and I did not charge her for the re-shoot either.  I also did promise her a COMPLIMENTARY Rush on the job.  These generally start out at a minimum of $25.00 also.   She agreed, got his haircut and they came in the next day.  My photographer spent a lot of time with [redacted] and his Mom.  She was happy with the second set of pictures, and ordered 1)11x14, and 2)5x7 pictures for a total of $140.73. Our picture time this close to graduation is 3 to 3 1/2 weeks.  What I TOLD her was that a Rush would cut down that time by at least a week.  She left (again) happy.  On 4-22 [redacted] was called and was asked where [redacted]'s pictures were.  She confirmed that they were ordered, and that we hoped they would be here by the following week.  Ms. [redacted] called back and was unpleasant to [redacted].  She told her the only thing she could which was that they had been ordered, and awaiting shipment from Longview.   Ms. [redacted] called again on Sat., and asked for me.  She started off very belligerent and demanded her pictures like I was holding them hostage.  I explained again that yes, they had been put upon rush status but that meant that they would be here in approximately 2 weeks, and not 1 week.  She refuses to believe that.  First of all, nothing has EVER been done in a week.  We have to photoshop all pictures, then submit them to Longview.  Between the processing here, the printing process, and UPS, the EARLIEST we get pictures is 2 weeks.  I have never say anything different, it is not in our interest to do that.  I believe she misunderstood the timeline, which is understandable, but she refuses to believe that.  It is easier for her to believe she is somehow a victim.  I strongly disagree.  And to try to make us responsible for her medical condition (either real or imagined) is irresponsible.  I think she is just trying to intimidate us into getting her pictures free.  Not going to happen. She continuously called me a Liar (which is about the only thing that does offend me deeply) and when I re-stated for her all that we had allready done for her, and there was nothing else I was willing to do for her, I did tell her I could no longer talk with her, as we were going in circles and that I was sorry she could not understand the situation, but I refused to be called a Liar anymore and that I was unable to listen to her any longer, and I hung up.   She immediately called back and I answered.  She then insulted me again, and I asked her what she wanted me to do for her, as I had allready bent over backwards for her.  She said she didn't want me lying to her.  Again.  I asked her what she wanted from us, that we do not have control over the printing process or UPS, and that it was coming ASAP.  She said that she would blast us all over Social Media and do everything she could to discredit us.  I have been with this company for 1 year, have been promoted to Manager because when I started there were many complaints, and that is no longer the case.  I believe we have done sufficient recompense to Ms.  [redacted] for any dissatisfaction, and she simply misunderstood the lessening of a week from her wait time to thinking it would be a week.  I understand that, and I hold no grudges to her, and I forgive her for her rudeness to myself and staff.  But I am unwilling to help her any further.  We hope to see her pictures soon, they should be in the next order that we receive from UPS.   [redacted]

Revdex.com:At this time, I have not been contacted by Central parking system regarding complaint ID [redacted].Sincerely,[redacted]