ComplaintsforRaw Images Photography

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The organization that both my sons play football with used this company to take team and individual pictures in October 2023 as of today January 17, 2023, we have not received our pictures and have not been provided an estimated date of when we will be receiving our pictures. The last email that I had sent the company was back on December 13, 2023 and I have not heard back from them since then. This is a pretty large organization that no one has gotten their pictures and looking at past reviews it looks like they have done this in years prior. In addition on their website now it even states that they will not respond back to emails or calls in regards to delivery date of pictures.

  Business response

  01/18/2024

  Please see attached pictures that shows that we responded to Hayley on the same day that she emailed us. Please also see attached pictures that shows that we have already established that we were going to cancel both her orders and issue her a full refund. Thank you. 

  Customer response

  01/18/2024

  unfortunately what the company has provided is untruthful. They did not get back to me after December 13 and the updated emails do not show a response to my email from December 13. The emails they uploaded on this platform I did not receive. Unfortunately it looks like they made fake emails. I have also not received the refund yet. I have now disputed the charge with my banking company. I would not count this as resolved as they never provided a date of when we would receive the product and they said they would refund me immediately, which they still have not. 

  Business response

  01/19/2024

  Please see attached pictures where we emailed the customer that we were going to cancel their orders and refund them. We provide refunds via check delivered by mail. However, since the customer placed a chargeback on her orders, we are just accepting the chargeback. We do not create fake emails, please see attached pictures. Thank you. 

  Customer response

  01/29/2024

  I have to reject this. There Are so many unlawfully things that this company is doing.

  They continue to say that they emailed me back the same day as my email from December 13. They have not yet shown any proof of emailing me back On December 13.

  In the email they uploaded they share that because I would be reaching out to the BBB because I had never heard back from them on December 13 with my request asking when my product would be delivered, they took retaliation and canceled my orders.  Which I have reattached that email they uploaded as reference, which again, I never received this email and it does not have any contents of showing to, from, time, date, etc. which would indicate this is a fraudulent email.

  Attached, you will see a screenshot of their website. As part of the complaint I had shared that they had provided no way to communicate with them. They had stated on their website that they would not be taking individual calls or responding back to emails. Since beginning the complaint process with the Better Business Bureau, they have taken down this messaging from their website. However, they still continue not to respond to emails as I have sent them a couple with no response back

  I did get my money, but that was after reaching out to my bank to dispute the charges. Again, I never received the email that they said that they sent me and nor did they walk through any of the steps of how I would have received my refund back. As you see in the email they sent they said immediately they would refund my money.  This typically  would be done then through refunding via the payment that I did, which was credit card on their website

  All I want is my two orders. They have the ability to send me these via email digitally. I of course would pay once I receive my digital order. Once I receive my digital order, I would accept this on the Better Business Bureau, and no further action would be taken. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was hired in Washington to take youth Jr football and cheer photos. These photo costs were higher than I had seen but until it took over 3 months to recieve for multiple teams I personally still had to reach out to request our digital photos of my 2 children's solo photos I paid over 105 dollars for one solo digital only for (2 total) and a additional 10 dollars (each 2 total) 135.00 for touch up editing and 2 digital downloads. Absolutely terrible customer service, no response asking about the other photos taken on 9/26 ( photo date of taken team photos, in person during photos no answers about questions recieving multiple digitals or options to purchase from a gallery photos taken, for the price for 2 photos 135.00 the time length of 3 months and quality are so unbelievable. Zero transparency (understanding if quality was worthy, tacked on costs for un edited raw images) in Washington state... young kids aged elementary school-middle Jr high very shocking and feels very off after multiple years with kids and doing sports and school proffessional photos

  Business response

  12/18/2023

  The customer purchased 2 Traditional - Grass Digital Picture Packages = $100 ($50 Per Digital Package). The customer also purchased photo retouching for both photos for an additional $20. (before tax/card processing fees) 

  The documents attached shows proof that we delivered both of her daughters' individual pictures as well as the team photo. (both daughters are on the same team, so we sent her that one specific team photo). Due to the nature of our product, we do not offer refunds for Digital Images as stated in the email when we sent her the images.

  The customer DID receive the products they paid for.

   Also attached, is the product description that is displayed while ordering on all of our point of sale systems.  (see attached document) "Grass or White Background. Digital Images of Individual & Team Photo without prints. High resolution images delivered via email (JPEG). Can only be used for social media purposes. Player is posing on one knee on the field or player chooses 1 pose on all white background). 

  The customer received their product and now is asking to receive pictures of her children STANDING. (see attached document) That is NOT what the customer purchased, the customer ordered GRASS shots, and it is specified that the subject has to be kneeling on at least 1 knee in the photo. 

  Customer response

  12/21/2023

  my original receipt confirmation invoice from the photos paid at the time via kiosk. The invoice and receipt confirmation from the touch up payment weeks later. Post from the team about photos. Comments on social media. Not once in any single record of receipt, payment confirmation order does it say no refunds, nothing regarding one knee and both my girls are in the pouring down rain on both knees in cheer skirt uniforms white cheer uniform shoes. until after I wrote asking about the 10 positions of photos standing I watched my 7 and 9 year old pose for before on both knees in the rain. before contacting bbb I asked *IF* other photos standing were available and after that recieved the no refund email. Awful poor communication, disappointing and absolutely unacceptable response. I added the two photos, one of each my daughter's in cheer and clearly on both knees. I contacted the BBB because they will make sure to make the proper judgements on this situation.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son had football pictures taken on 10/23/22 Young Children were taking the photos and taking orders. My total amount paid was $93.60 (Receipt attached) I just received pictures about 2 weeks ago and I am missing extra pictures I paid for. (paid $10 add on for buddy pictures) – They are saying I never ordered add on’s but on my receipt it clearly shows I paid and I took a picture of the card the young girl wrote on. The form with the examples, showed a different outcome what the picture was supposed to look like. I will attached what was shown to me. My picture was supposed to have a salute of a stadium and stadium lights in the background with MVP on the bottom of the picture that is visible. The the name placement is different, the body is covering the teams logo. My picture just has so much extra space and just doesn’t look good for what I paid for and not what was shown on picture day. (The picture would look better vertical and not horizontal) I tried to call the number but there is no way to get through to them, they want to only communicate through email and they do not want to help in anyway. I’ve asked them to call me multiple times so I can speak to someone instead of going back and forth on email to explain it over the phone. Other teammates pictures were shown to me and they look 100 times better than that I got I would rather have the other pictures that was one pose instead of two poses. I am not trying to get anything free, I just want them to fix the pictures and get my other pictures I didn’t get. The pictures are for memories and for my son to cherish over the years. You will see my sons team is SD BOLTS so you can see the difference from the examples. In the attachments I will try to show what is what.

  Business response

  02/07/2023

  Hello *****/BBB,
  
  *** ******* purchased a M.V.P. picture package for $80 and paid $10 add-on fee to be apart of a 3 person buddy picture.  Her complaint regarding the M.V.P. stating that the picture placement was small and not in a horizontal format is incorrect.  Attached is a copy of the flyer of samples of what the SD Bolts backgrounds would look like.  On the flyer the MVP package sample is circled in yellow. Also, attached is the MVP picture package sent to her. Which is identical to sample, outside of the placement of her child.

  
  Here second complaint was regarding the 3 person buddy picture that she did not receive.  Attached is a copy of her receipt and a copy of our order form.  Her receipt show that she paid a $10 add-on fee for an additional person placed in a buddy picture, however, the individuals that her son took the buddy picture with did not pay for the buddy picture.  Our team logo buddy pictures start at $35 and there is a $10 add-on fee for each individual added in the photo.  All of this is  explained on the order form, which we have attached and circled as well.  

  
  Since there was no buddy picture paid for,  we refunded *** ******* her $10 add-on fee, that refund receipt is also attached.  
  Her email comments were that she liked the background from some of the other players.  All our pictures are customized to the customer and sales are final.  *** ******* has received what she purchased.  In order to select a different background she would need to purchase a new package.
  
  Raw Images take pride and dedication in providing the most high quality youth sports pictures and work extremely hard to fulfill our customers orders correctly.

   

  Thank you,

  Raw Images
  
  
  

   

*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. ↩