United Portraits

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. To begin with I contacted united portraits well before January 8th, when we didn't receive the pictures by the beginning of December we started contact and every week were told to call back, I made an error in stating that I last talked to them on 12-25, the week before the 25th they said to call back next week knowing they would be closed until Jan 6th it was 1-25-when I called and was told a supervisor would not be talking with me and had to go online chat, however that was the 5th or 6th time we had contacted them via online chat and telephone. Never were either my niece or myself told the pictures had been delivered to the school, and my niece asked his teacher if they had received them and in fact they did not, every time we contacted them they confirmed my mailing addressAnd lastly their response is the same as always it has been shipped.....I wont accept their response until I actually have the picturesAnd I would also like them to address the issue of not being able to speak to a supervisor or member of management, they have no concern how upsetting and frustrating this has been.[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

So much better than ***! These photos were so inexpensive and the quality so much better than the previous companyLooking at my photos beforehand was great, I got to seem them all online

Revdex.com:I have reviewed
the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I took action and called the company for a tracking #I was told they didn't have a tracking # because they don't use them to ship products and that I should keep checking my mail for another 7-daysThere has been no resolution at allI just want my school picture on the disc of my kid and my money back after all of thisRegards,*** ***

[redacted],Actually your statement couldn't be more incorrect.Our company did you a huge favor by allowing you to come to a different location for your retake. We went over and above to have a new photo taken for you. You also have a split family and photos were already sent once, but never got to you.Your photos were actually in production, and shipped when they were ready. It had absolutely nothing to do with your complaint to the Revdex.com.Why would you feel entitled to a discount or refund? Your order was fulfilled in the order it was received. We don't produce late orders in 24 hours, custom orders take time. Especially ones with split families that require special attention.You have your photos now, as per the tracking. If you have any further questions you may contact us at [redacted]

Hello [redacted],I have looked up your order using the order number you provided. That order shipped on 1/11. Unfortunately when you emailed us prior we were close for the holidays. Your order was for filled and shipped when we returned back to normal business hours which was January 6.We do realize that you have not had a very good experience this time around. We are very sorry that it has taken longer than expected to deliver your order.I have credited your account for the next time you order pictures in the spring for a complimentary order.When you order please contact our office directly so that we may assist you in placing your order.

Hello,First of all, thank you for reaching out to us in regards to your order.I do want to let you know your order has shipped, with this tracking number: [redacted]In regards to your complaint:We do show this order was delivered on 12/6 to the school. We...

show you called on 1/8 and a request to reprint was made. This request was just fulfilled last week, and your order shipped out.Our offices were closed in December for the school break, so you would not have been able to reach anyone on 12-25, as our offices were closed.Your order has been shipped, and you should be receiving it soon.Thank you,UP Customer Service

Hello,I have looked up your order and it appears that it is being shipped.We did just return from our holiday break.Please contact our office at [email protected] for further information or to obtain a tracking number (if available).[redacted]UP Customer Support

Hello,Thank your for letting us know of your concern.Do you have an order number or a name that I can look your order up by?All I have is [redacted], and there is no order under that name.Let me know so I can review this and let you know what is...

happening.[redacted].

Revdex.com:I have reviewed the response 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 one of the email strings and the order number is contained within.To whom it may concern: It has been 2 1/2 months since I ordered my daughters school pictures.  I paid an additional $8.95 fee for a $15.00 package of photos.   I was told by [redacted]. by email on 12/15/2014 that my pictures would ship the same week which as it turns out was a lie.   I have sent numerous emails requesting information and my questions to this point have not been addressed and I have no pictures.   I expect an adequate response to this email tomorrow by 12:00pm or I will file a complaint with the Revdex.com tomorrow.   1)  I expect these pictures to be delivered to my address - [redacted].  Gilbert, AZ 852972)  I expect you to convey to me the exact date you will be shipping these pictures to my above address and the shipping method.3)  I expect at a minimum the $8.95 additional fee to be refunded immediately because of the horrible customer service. Regards, [redacted] 
> From: [redacted]> To: [redacted]> Subject: RE: Your United Portraits Picture/Yearbook Order> Date: Wed, 31 Dec 2014 15:18:15 +0000> > Hello [redacted], > > We are currently closed for the holidays. We will re-open on the 6th and any orders that were not already shipped out will be sent out when we re-open. > > Thank you for your patience. > UP Customer Care > ________________________________________> From: [redacted]]> Sent: Sunday, December 14, 2014 3:43 PM> To: United Portraits Customer Service> Subject: RE: Your United Portraits Picture/Yearbook Order> > [redacted]> On 10/17 I placed an order. Where are my pictures? The last email I sent was on 12/3. I have not had a response. I want an exact date for shipment and the shipment method.> > ________________________________> From: [redacted]> To: [redacted]> Subject: RE: Your United Portraits Picture/Yearbook Order> Date: Wed, 3 Dec 2014 06:13:49 -0700> > When will my pictures be sent out? Where are you sending them? School or to my address ([redacted].)?> > > From: [redacted]> > To: [redacted]> > Subject: RE: Your United Portraits Picture/Yearbook Order> > Date: Tue, 25 Nov 2014 13:59:58 +0000> >> > Hello [redacted],> >> > Your order is in the last stages of production. You should be receiving them soon.> >> > Thank you for your patience.> >> > Have a safe and happy holiday!> > UP Customer Care> > ________________________________________> > From: [redacted]]> > Sent: Friday, November 21, 2014 8:06 AM> > To: United Portraits Customer Service> > Subject: RE: Your United Portraits Picture/Yearbook Order> >> > Hi,> >> > I haven't received my picture package and it's been over a month since I ordered. When will the package be sent out? Will it be sent to my home address or the school address?> >> > Thanks,> >> > [redacted]> > ###-###-####> >> > ________________________________> > To: [redacted]> > Subject: Your United Portraits Picture/Yearbook Order> > Date: Fri, 17 Oct 2014 10:59:17 -0700> > From: [redacted]> >> >> > [[redacted]] Thank you for your order!> > Below are your order details. Please refer to the invoice number if you need to contact us.> >> > Photo Orders> > Invoice Number Name Package Description Pose Background Ship/Late Order Fee Package Price Order Total> > [redacted] C 1 - 8x10 Portrait, 2 - 5x7 Portrait, 4 - 4x5 Portrait, 1 - 4 2.5x3.5 Wallet Photos, 2 - 9 Exchange Wallets 6 38 $8.95 $15.00 $23.95> >> >> >> > Amount Paid: $23.95> >> >> > You do NOT need to bring an order form or print this email as a receipt on picture day. Your order will be in our system immediately, and processed automatically.> >> > You may contact us at ###-###-#### or [redacted] if you have any other questions about your order.> >> > Thank You,> >> > -United Portraits> > ###-###-####> >Regards,[redacted]

Hello,I'm sorry that you've experienced some problems. I do see that there are no issues with your order, and that you might have been getting some of our automated emails about pending payments.Your order is in production, and should be arriving to you soon.If you...

have any further questions please contact us directly at [redacted]Thank you,[redacted]UP Customer Support

Thank you for your comments. It seems from the notes on your account that you are already working with someone at our organization. Your issue has already been resolved.For security reasons we do not provide support through third parties because our line of work includes children. If you have...

additional questions you will need to contact our office directly.

Revdex.com:
I have reviewed the response 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 photos were sent to me only after I informed the company that I was submitting a complaint with Revdex.com.  They were supposed to have a customer service manager return my call, but that never happened.  There was no communication from the company to apologize for (or explain) the lengthy delay in providing the product, nor was there any attempt to address the customer service issue by refunding the shipping fees or providing a discount.  Simply putting the photos I paid for a month ago in the mail and leaving it at that is not a resolution to the underlying issue, nor does it hold the company accountable.
Regards,
[redacted] Paton

DO NOT GO HERE OR USE THIS COMPANY FOR YOUR PHOTOS! Our ball team hired them to do photos for our kid's team. That was for SPRING ball. I have been fighting with them ever since to get our photos, or our money back. When you call the place of business no one ever answers, it is always leave a message and no one ever calls you back. Emails are usually never returned, and if they are you get "we are investigating your concern". I would never recommend this place to take anyone's photos.

Hi,Thank you for your inquiry.Yes, there were some issues relating to your order--both relating to your payment method dispute, and other reasons not related to your payment.Your order has already been sent to you.Please contact our office at ###-###-#### and we can...

provide you with a tracking number for your records.Thank you,[redacted]UP Customer Service

I am following up my voice message with this email.  As of last night, we have not received anything from United Portraits.  And, since they have stopped responding to my voice messages or emails, I am unable to obtain a tracking number.  As I've stated before, I have been assured multiple times in the past that my photos would be sent "immediately."As far as any payment disputes, yes originally we thought that our credit card was charged twice for this pictures.  UP were the ones to inform us that we paid by check.  After checking with our bank, we agreed with UP and have a copy of the canceled check.  I left a voice message and an email for UP correcting the credit card dispute statement, because there is none, and thanking them for the check information.  I also asked that since they have proof that we paid for the photos to send them to us immediately.  It was at that time that they ceased all communications with me and why I initiated the Revdex.com complaint because I have still yet to receive the goods we paid for.  In short, they are well aware that there is no credit card dispute which involves them and they have the proof that we paid for the photos by check; yet, they still refuse to produce our photos.

I have reviewed your account, you have already been refunded the total of the order we have received, and we have already sent your photos to you. We are unable to refund any amount above and beyond the amount of the order.

Hello,We certainly do understand how frustrated you must feel. We do apologize that your experience has been less than acceptable.A supervisor did review your account, but there was nothing that they could do. Your order was in production.We have provided you with the tracking information for your order, and you should be receiving it soon.Thank you,UP Customer Support

Thank you for your inquiry.We are sorry that you have been having some issues.Please contact our office at [redacted]@unitedportraits.comWe can provide you with the tracking number for your order.Thank you,[redacted]

I have reviewed the response 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 photos were sent to me only after I informed the company that I was submitting a complaint with Revdex.com.  They were supposed to have a customer service manager return my call, but that never happened.  There was no communication from the company to apologize for (or explain) the lengthy delay in providing the product, nor was there any attempt to address the customer service issue by refunding the shipping fees or providing a discount.  Simply putting the photos I paid for a month ago in the mail and leaving it at that is not a resolution to the underlying issue, nor does it hold the company accountable.

Regards,

[redacted] Paton

Buenas fotos y buenos precios que estoy muy contento con las fotos de todos mis hijos. Tengo muchas más fotos de lo que podía permitirse antes de esta empresa. muchas gracias