ComplaintsforPicture People

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for my sons graduation pictures and never received them. I was supposed to receive it before school ended and school ended like a month ago and i never received anything. They never respond to anything

  Business response

  06/14/2023

  We are sorry to hear of your issue. Could you please provide the name ad email used to book the session as we are not able to locate your client file under the name provided. 

  Customer response

  06/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an appointment for a smash cake / birthday theme pictures. I booked for feb 27th and my appointment was cancelled ONE HOUR prior to the appointment. I tried to call back to reschedule and I could not get a hold of anyone for about a week where I was finally called back and scheduled an appointment two weeks after my initial appointment. I get there to take images the photographer was rude, she did not provide anything birthday theme except A number 3 which is his age. And ONE image with an edited backdrop with balloons. Not to mention I didn't receive my images until an entire week later when I was promised them in two days. I'm extremely disappointed in the images some when show footprints on the black backdrop ... they are terrible . $200 minus my deposit for this is absurd I honestly could have taken these myself she put no effort in making it special or birthday themed. We even asked to take an image of him inside of a dinosaur egg with his dinosaur I didn't even receive those images. I want a refund so that I can go take pictures of my child elsewhere. I will be making a bank dispute if I do not get a response as I've been emailing picture people and calling them this entire week with no response what so ever.My confirmation number Barajas408115355 I've attached one image where you can clearly see the footprint. So terrible and unprofessional .

  Business response

  03/27/2023

  We are very sorry to hear that you did not have a good experience at your session. 

   

  Unfortunately, digital images are non refundable. 

   

  I would be more than happy to offer a reshoot, with another location or another photographer3, if available. 

   

  I will make sure that all of your images are in the download link. 

   

  Please let me know when you would like to schedule. 

• Initial Complaint

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The manager at the ****************** store was rude and disrespectful. I had arrived early to my session with my daughter and our Shih tsu. The lady that took care of us. Was certain if we could take a pic with our dog . I told her that not only did I mention it during the confirmation call but also saw the pics of a family with their dog. She went to ask and came back and said can you just come back at your scheduled time since I was early. I said that's not a problem at all. When I came back another woman took care of us, ****** was rude and I said to her , why are you speaking to me so rudely . She replies listen I don't have to take your picture, go. I was modified and told her I'm not just a ****** person coming off the street to be treated in such a manner. She says I'll get all these to back me up. I said how are you able to continue to speak to me this way. I'm not accustomed of being spoken to in such a way by a manager? My daughter points out that we were the only ***** people there and said we should go. How is this ok? And she wouldn't refund my $20 deposit? This manager works in customer service and with families ? I would like my $20 refunded please and would recommend firing her. I know that's not in my control but the the way she treated me and in front of my daughter was not acceptable.

  Business response

  03/16/2023

  Business Response /* (1000, 5, 2022/12/19) */ We are very sorry for the situation and misscommunication. We are not able to accomidate pets, due to our insurnce and store policies. Your deposit has been refunded, you should see it in your account in a few days, depending on your bank. The regional manager has been notified of the situation and will take any corrective action tht is needed.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came from out of town to buy Christmas pictures for my mom. She wanted Christmas pictures of her grandkids. First, the photographer was rude and unprofessional. She was told that my youngest is autistic. She didn't suggest props or direct my kids in any in any of the pictures. I has to prop the pictures myself. She didn't engage my kids or try to talk to them or get them to smile. My mom even left the room because she was getting agitated at the photographer who didn't seem to want to be there. The pictures came out cropped out wrong and very bad. I would like a refund because the whole situation was horrible. This took place at Bye Bye Baby Plano

  Business response

  03/08/2023

  Business Response /* (1000, 5, 2022/11/28) */ Could you please provide the name the session was booked under, so we can look into the issue. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still haven't received refund ******* ******** is the name the reservation was under Business Response /* (4000, 9, 2022/12/02) */ Thank you. I see that 2 of the sheets were returned and refunded. If you are not happy with the rest of the images, you are more than welcome to return the sheets for a refund or we are happy to do a reshoot (even at another location) and replace the images. Consumer Response /* (4200, 11, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because we had to return again because of the quality and behavior of the photographer. I would like a full refund

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The photographer does not seem to be experienced. She seem to not be experience in how to pose us, and was making all sorts of weird comments. I think she is just nervous and worry that she won't do a good job , but brought bad energy to the photoshoot. The end result of the photoshoot is unsatisfying.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/21) */ We are very sorry to hear that you had issues with your session. Could you please provide us with the name your session was booked under and the date of your session so that we can location your session details. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Date and Time: Thursday, August 18, 2022 at 2:40 PM Location: ****************************************** Session Type: Family Session was booked under the name :*** Business Response /* (4000, 9, 2022/09/28) */ We would be happy to offer a reshoot of the session with the manager of the location. Please email us at ********************************* to schedule a time.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a picture session for June 21st at 12:10am. I completed the session and pre-paid for my photos. I selected the photos I wanted and was awaiting for them to be printed. The printer was not printing and I was running into time issues. My daughter's graduation was less than an hour away and I leave out of town early morning the next day. The pictures were needed for the trip. The photographer told me he could mail them to me and offer me extra sheets for the mishap. Now a week later I still have yet to receive the pictures or a call as to why. When I called I talked to a young woman who told me that they don't mail pictures and she can either charge me for mailing the pictures or give me free sheets. I explained to her that I needed the pictures right then for my trip but their printer was broken so they had to be mailed and the free sheets are the compensation for the inconvenience. Still she insisted I would have to pay and I'm just upset that I paid for pictures I have yet to receive.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/06/30) */ We are very sorry to hear about the troubles you had with getting your prints. They have been shipped out to you. Please let us know if we can assist in any other way. Consumer Response /* (3000, 7, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) My pictures originally were supposed to be printed in studio after the session. However, there was a problem with the printer. I was told because of this I would be given extra sheets for my time and the inconvenience. However, now I was told Picture People don't ship pictures and either I will be charged for shipping or receive the free sheets because of a printer mal-function. This is not what I was told before leaving the studio that day. There was also no acceptance of the inconvenience and delay that I had to go through. The pictures were needed that day but the malfunction really delayed my intent and purpose. Business Response /* (4000, 9, 2022/07/09) */ The order has been shipped. We are very sorry for the issue. We do our best to prit at the time of the session, but from time to time issues with the printer can happen. We are sorry for the misscomuication about the shipping. Please let us know if there is anything else we can do to assist with your order. Consumer Response /* (4200, 11, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your company had an agreement to print pictures at the time of session but failed to do so. The company is not taking responsibility in anyway for the delay that I was put in. I needed the pictures for a trip but the delay and malfunction caused me to not have them. I have to pay the price for something you need to take accountability for. Free sheets should've been offered for my inconvenience and pictures are guaranteed at the time of session if not they should be mailed. This is called taking responsibility for the inconvenience at the time. You failed to follow through on the contract on your end.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the $175 prepaid package on May 12, 2022. I took my kids up to picture people on May 15, 2022. I was promised to receive my pictures within two days by email. It's been 2 weeks. I've called several times with no answers, I've emailed them, I've gone up to the store but nobody was there, even though I made sure to come after lunch, on a day they were open. I had my husband leave a note with his name and number asking them to call him. They finally got back to us 3 days later, and said they will resend the email even though we've already had them do that and was unsuccessful. Another week went by and I still don't have my pictures, and I can't reach them on the phone. These were newborn photos and my baby will never be that small again.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/01) */ Thank you for your message. It looks like there may have been some confusion, as your session was booked under *****. We also have had some turn over and staff issues at that location. We are truly sorry for the inconvenience. Your images are in this link: ***************************************************************************************************** Please let us know if we can assist in any other way. Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was provided with my photos as requested, and that was all that I was after.

• Initial Complaint

  07/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a picture session for my one year old in the Plano location of the Picture People. The pictures came out very bad, my baby is light skinned but looks so dark in all the pictures not to talk of quality, very bad quality. Can't even display that in my living room. Am so angry for a first time birthday and will like my full refund back

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/07/12) */ We are so sorry that you did not have a good experience. Your voucher has been refunded. Please et us know if we can assist in any other way.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩