ComplaintsforMAKO Photographic Studios

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company was hired by ********************* in *******, ** to take pictures of the Boys Soccer Team. Pictures were taken around the beginning of January 2023 and were not available for purchase until well after Soccer Season was over in March. I placed an order on April 8th, 2023 for hard copy photos and digital photos. I have tried email and calling the company multiple times as well as a support ticket on their website. I only received an email back in February, when I inquired about when photos would be available for purchase. No responses were received regarding my missing order. No one answers the phone, no one has returned my multiple voicemails and no one responded to the internal support their website provides. I decided to research more contact methods in November and found their ******** page. Someone FINALLY responded and assured me they would get this corrected and I should have the pictures the following week or two. It is now 6 weeks later, 8.5 months since purchase date and I still don't have any photos. Not even digital. I understand mistakes happen, but this is more than that. Their customer service or lack thereof is completely unacceptable, especially for a company working with schools. At this point I feel like I should get my pictures and a full refund, but I REALLY want the photos of my son as this was his first year he was able to participate in a school sport.

  Business response

  07/29/2024

  We apologize for the inconvenience in this matter. We never want an issue to get this far with one of our parents. No matter the status of the actual client that booked up. It has been resolved with the client. She got a replacement order in February 2024 from the lab that we had transitioned to in January of 2024.

   

  Ive looked back at the issue and her sons team was scheduled at the end of soccer season, which would mean the gallery is released 2-4 weeks following sports picture day. Turnaround time depends on the number of galleries in que at the time. OI is no longer a client of ours, as we had issues getting email addresses for the parents to notify them of when their gallery was available. Email addresses are a major part in our system, especially when it comes to notifying parents of when the gallery is ready. She purchased in April 9^th of 2023.  We have two emails on file from her.  The first on  file came to us in late May 2023, inquiring about the status of her order. Our team breaks for summer from about the 24^th of May to July 15^th every year. The next was in late August 2023.

   

  The system her order was housed in was being discontinued at the time that she placed the order. We were transitioning to a new more user friendly and reliable system. As the previous system had allot of issues with transferring orders and other communication issues. After looking at her order I can see where the disconnect on communication was, as she had reached out to us via her order and not directly to our customer service team on a few occasions. Which was one of the issues with the system, because we never got notifications of a comment on an order.  Our voicemail is not frequently answered, which is why we ask parents to PLEASE email customer service. Its even listed on our website to do so. Our team is allot of times working remotely, so we cannot keep up on voicemails. Emails trigger tickets in our system. However, I do see where her two emails slipped through the cracks as we had staffing changes and a few system changes to how we process customer service emails. . Coupled with system changes during 2023. She ended up reaching out to us via ******** which my assistant handles and was quick to bring the issue to my attention. After looking into the matter, I requested from our current lab at the time that her order be reprinted and expedited. However, unfortunately for this client she got caught up in a lab conversion as we were getting rid of the current lab as the last piece in our system upgrade.

   

  Realizing that they never reprinted her order, I requested for our new lab to print her order and include a couple extras as our apology for the lengthy delay on the situation.

   

  I hope that we can finally close this issue , as there were allot of factors that contributed to it . Since ************************************************************************************* place to catch glitches, along with being more efficient communicating with parents.

   

  Thank-You

   

  ***********************************

  Mako School & Sports Photography

  Owner

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received my items and extras as stated they would provide and agree to close the case.
  
  Regards,
  
  ***************************
  
   
  

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