Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a photographer through Snappr for my engagement on April 19th. The resulting photos were objectively & demonstrably unusable. This wasn't a matter of subjective taste; the images were so fundamentally flawed that their own editing team confirmed they were beyond repair. Despite acknowledging the abysmal quality of the photos & confirming my evidence that their assigned photographer was dishonest about multiple aspects of the service, including charging me a parking fee at a free-to-park location. Snappr's customer service has repeatedly failed to provide a reasonable resolution. Their handling of this complaint has been characterized by excessive delays, over two weeks, during which time they have offered no concrete steps towards rectifying the situation. Adding to the bad experience, the photographer didn't even stay for the full hour we had booked, arriving 20 minutes late and leaving 5 minutes early. His dishonesty extended beyond the shoot itself – we have photo proof contradicting his claims about his early departure, and he even attempted a $45 upsell for an online gallery, Snappr is aware of both lies. It's obvious that Snappr's strategy is to drag this out, banking on customers getting frustrated & giving up. They refuse to respond in a timely manner & only respond between 1am-3am. They have refused many requests for a call. Their customer service line is automated, directing you to email them. When I initially needed a photographer, Snappr's response was remarkably fast, with responses within the hour. This stark contrast to their current silence regarding a legitimate complaint suggests a clear prioritization of customer acquisition over providing support when their service fails to meet basic standards. However, I will not be forgetting this complete failure of service. They also charged me more than the statement says. I have been scammed by this company with unvetted photographers & a full refund is the only acceptable resolution at this point.

  

  Business Response

  Date: 05/04/2025

  Thank you for your feedback and for giving us the opportunity to respond.
  
  We regret that your engagement session did not meet your expectations. At Snappr, we aim to provide a smooth and memorable experience, and we’re sorry to hear this was not your experience. However, we’d like to clarify some key points based on our internal investigation and the photographer’s detailed report:
  
  Shoot Timing: The photographer was on-site on time and ready. According to his report, you began walking to the location at 8:42 PM, which caused the shoot to begin nearly 20 minutes late. The last photo was taken at 9:25 PM, after which your party chose to leave for a dinner reservation and declined further photos. The shortened session was not due to the photographer leaving early, but rather your group concluding the session.
  
  Lighting and Location Constraints: The shoot took place at a ****** hotel property, where professional photography is strictly prohibited without a permit. As such, our photographer had to work discreetly with limited equipment (one speedlight) and under restricted conditions. Additionally, the proposal took place around 9:00 PM at a lakeside location, which posed severe lighting challenges. These conditions were outside of the photographer's control.
  
  Creative Direction and Posing: The photographer asked for sample images or preferences to better match your expectations, but was told to take creative control. He also noted that your party was unwilling to pose and that the subject was visibly nervous throughout. Despite these challenges, the photographer did his best to capture the moment within the limitations presented.
  
  Parking Fee: You agreed to the $45 parking fee in advance as part of confirming the photographer’s acceptance of the assignment after a last-minute replacement. This was communicated clearly and documented.
  
  Gallery and Image Delivery: Contrary to your statement, no off-platform upsell was made. You inquired about receiving the images via ****** ***** ** ********, but the photographer informed you that all final images would be delivered through Snappr’s platform, as per our standard process.
  
  While we understand your disappointment, we also ask for understanding regarding the complexities of this shoot—especially given that it took place at a restricted location, at night, with minimal lighting, and under time and participation constraints.
  
  We also want to reiterate that Snappr’s Terms and Conditions, agreed upon at the time of booking, state that all payments are non-refundable.
  
  For further reference, you may review our full terms here: *****************
  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  It is deeply concerning that Snappr's response continues to misrepresent the events of April 19th, directly contradicting evidence already provided and acknowledgments made by your own team. Let me be unequivocally clear: your "clarifications" are inaccurate.

  Regarding the shoot timing, your photographer, ******, himself stated he was running nearly 20 minutes late, texting "give me 15 minutes" at 8:36 PM. We only texted we were "headed there now" in response to his lateness, not as the cause of the delay. Furthermore, our dinner reservation was made after he left to accommodate him, and our later seating time proves we were not rushing to leave. The shortened session was a direct result of ******'s inefficiency and lack of direction, not our desire to leave early.

  Concerning the lighting and location constraints, we were under the distinct impression that ******, representing Snappr, had obtained the necessary permissions to photograph on ****** property. He never indicated any restrictions prior to or during the shoot. ****** permits private photography with proper authorization, a responsibility that unequivocally falls on the professional hired for the job, not the paying customer. Snappr's failure to ensure this authorization and their subsequent attempt to blame us for these limitations is unacceptable and feels deliberately misleading.

  Regarding creative direction and posing, this is a blatant falsehood. We practically begged ****** for posing guidance from the very first photo, as evidenced by the initial shot itself. His repeated, unhelpful responses of "do whatever you want" left us, as non-photography professionals, to awkwardly pose ourselves. He never once asked for sample images or preferences before the shoot. The fact that my fiancé was nervous is hardly surprising given she had just received a surprise proposal, a fact ****** was aware of.

  The parking fee was $20, not $45 as you now claim, further highlighting the carelessness of your team. As I stated clearly to your colleague ****, whose recorded call you can review, this fee was levied despite parking being free at the resort. I only agreed to it out of desperation after Snappr's last-minute cancellation of another photographer.

  Regarding the gallery and image delivery, we have screenshot proof of ****** offering an off-platform online gallery, directly contradicting your claim. I only inquired about alternative delivery methods close to the 48-hour mark due to his lack of communication.

  Lastly, your team has already agreed to assist me with a partial refund at the minimum, which in addition to a direct contradiction to your statement, is still not appropriate given how terrible the pictures are. The updated THIRD PARTY PLATFORM that SNAPPR has just sent us (see email screenshot of ****** drive link) still consists of 30-40 of the same awful pictures but with increased exposure. This does not fix the terrible angles, off center pictures, photos of us blinking, his tardiness, charging for free parking, and Snappr's deceptive photography practice.

  Your attempt to retroactively apply your Terms and Conditions regarding non-refundable payments is disingenuous given the complete failure of your service and the documented dishonesty of your photographer, both of which your own team has acknowledged after reviewing the evidence we provided.
  We have demonstrated, with concrete evidence, that your photographer was late, lied, failed to provide professional service or guidance, and attempted to circumvent your platform's payment system. Your continued deflection of responsibility and misrepresentation of the facts are unacceptable. We expect a prompt and just resolution, which, at this point, is a full refund.
  
  Sincerely,
  
  Dj F*******

  

  Business Response

  Date: 05/06/2025

  Hi BBB, 

  Thank you for forwarding the client's continued concerns. We appreciate the opportunity to respond and clarify the matter further.
  
  First and foremost, we stand by the resolution already provided. While we regret that the client was dissatisfied with the experience, we must reiterate that Snappr’s role is to provide a professional photographer for the scheduled session. The client is responsible for securing any necessary permits or permissions for private or professional photography, especially when shooting in locations such as ****** properties. Our photographer did not bring external lighting equipment out of concern for violating ******** policies, as the photoshoot was not officially permitted. Bringing in such equipment without authorization could result in the photographer being banned from the premises. This limitation, unfortunately, impacted the lighting conditions—but it is not attributable to negligence on our part.
  
  Regarding the timing of the session, we understand that the photographer did text the client at 8:36 PM indicating a short delay. However, the photographer was already on-site and waiting when the client began walking toward the location around 8:42 PM. The last photo was taken at 9:25 PM, which is within the agreed shoot window. Any perception of the session being rushed is unfortunate but does not reflect a deliberate curtailing by the photographer, who remained available throughout the scheduled time.
  
  On creative direction and posing guidance, while our photographers can offer light direction and ask for reference photos to match a client’s style, the shoot’s tone and preferences must be communicated clearly by the client. Our records indicate that the photographer did request posing ideas and reference images, but the client chose to leave creative decisions up to him. We understand nerves can impact photo sessions, particularly during emotionally significant events like proposals, but we do not believe this circumstance reflects a lack of effort or professionalism on the photographer’s part.
  
  In closing, we respectfully disagree with the client’s characterization of our services and conduct. We have responded to all inquiries, provided appropriate resolutions within our policies, and have not identified any deception or policy violations by our team. While we understand the client is seeking a partial refund, we maintain that the services were rendered, and the support we offered has been fair under the circumstances.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  You're ignoring the facts and blatantly lying.

  Your continued defense of the indefensible and your blatant disregard for the evidence we have repeatedly provided is frankly insulting. To claim you "stand by the resolution already provided" in the face of documented falsehoods and a completely failed service is beyond comprehension. Let me correct your latest attempt to rewrite reality point by point:

  Shoot Timing: Your claim that we caused the delay is a deliberate misrepresentation. We were on-site, having a drink and waiting, before the scheduled 8:30 PM proposal time. I sent a message telling him that at 8:19, as we were wrapping up drinks. It was ****** who texted me at 8:36 PM stating he was running nearly 20 minutes late, requesting an additional 15 minutes. My text "on our way" at 8:42 PM was in response to his lateness, indicating we were proceeding to the agreed-upon location despite his tardiness. I even had to physically wave him down to get his attention upon his delayed arrival. Our presence on-site well before his arrival is documented proof of who caused the initial delay.

  Lighting and Location Constraints: Your assertion that we were responsible for securing permits is ludicrous. We hired Snappr, a professional photography service, and it is the responsibility of the business being paid to ensure they can legally and professionally execute the service. Snappr even canceled our initial photographer due to a lack of necessary permissions, implying you understood this responsibility. Rebooking us with ****** just two days before the shoot heavily indicated that he possessed the required authorization. At no point did Snappr inform us that this professional photography shoot was prohibited or that ****** lacked the necessary permissions. This crucial information was concealed from us, and now you attempt to shift the blame for the resulting poor lighting onto us. This is a blatant dereliction of your duty.

  Creative Direction and Posing: Your claim that ****** requested posing ideas or reference images is a bald-faced lie. There is absolutely no record of this communication. We have repeatedly stated, and the very first photograph proves, that we were desperately asking ****** for guidance. His consistent response was an unhelpful "do whatever you want." If your records indicate otherwise, we demand to see this supposed request. The fact that my fiancé was nervous after a surprise proposal is entirely irrelevant to ******'s complete failure to provide basic professional direction, a fundamental aspect of a paid photography service.

  Parking Fee: You ignored the parking fee that you misstated on your response to the BBB. It was $20, a fact I disputed with your colleague **** on a supposedly recorded line, explaining that parking is free at the resort. I only agreed to this fee under duress due to Snappr's last-minute cancellation of our original photographer, leaving me with no other option.

  Gallery and Image Delivery: We have provided irrefutable screenshot evidence of ****** attempting to upsell us an off-platform gallery for $45. Your denial of this fact is simply ignoring the proof we have submitted.

  Your entire response is a disingenuous attempt to deflect responsibility for a poorly executed service by a dishonest and unprofessional photographer. You continue to side with a vendor despite overwhelming evidence of his misconduct and the abysmal quality of his work, which even your own team acknowledged. Your claim that you have provided "appropriate resolutions within your policies" is a slap in the face to a customer who received a service so inadequate that your own editing team deemed the photos unsalvageable.

  We have provided ample evidence – screenshots of late texts, confirmation of our presence on-site before ******'s tardiness, proof of the off-platform upsell, and acknowledgment from your team regarding the poor quality and the photographer's lies. Your continued refusal to acknowledge these facts and issue a full refund demonstrates a shocking disregard for customer satisfaction and a clear pattern of prioritizing a flawed vendor over the wronged customer. We will be pursuing all available avenues to rectify this injustice.

  
  Sincerely,
  
  Dj F*******

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a videography session with them on April 17, but decided to cancel the session with them by April 19. We paid them 1600, and asked for a refund. We just want it refunded and not store credit, as we no longer want to do business with them. They are not giving us a refund when no videography session was performed, which is scheduled for this weekend. It is really wrong to not give a refund for a service that was not done, and we will likely never do business with them again. We reached out many times for a refund response, and they never called us back. But when we were considering using them, they hounded us like crazy. We just want our money back for services not provided! It’s crazy because we been using them on and off for 3 years, and they can’t be good to customers like us! Totally avoid them.

  

  Business Response

  Date: 05/04/2025

  Dear BBB Representative and Mr. H****,
  
  Thank you for the opportunity to respond to the complaint filed by Mr. Andrew H**** regarding a booking made through Snappr.
  
  We understand Mr. H****'s frustration and appreciate his prior business with us over the years. While Snappr’s policy clearly states that all payments are non-refundable as outlined in our Terms and Conditions (available at ****************), we have reviewed the specific case with care.
  
  Given that no service was rendered for the video shoot, we have refunded the full amount paid for editing services totaling $795, and refunded the $300 travel fee associated with the photo shoot. We believe this is a fair and reasonable resolution under our policy.
  
  However, as communicated directly to Mr. H****, the booking fees for both the video and photo shoots will not be refunded. Instead, these amounts have been converted into Snappr credits, which can be used toward a future shoot at any time. This policy exists to cover the cost of reserving talent and holding time slots that can no longer be rebooked on short notice.
  
  For transparency, we have attached the refund receipts for your reference.
  
  Should Mr. H**** wish to review the full terms that were agreed to upon booking, they can be accessed at ****************.
  
  We remain committed to resolving concerns fairly and respectfully and hope this explanation provides clarity.

  Customer Answer

  Date: 05/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Andrew H****

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Thank you for forwarding the client's response.
  
  We understand that the resolution we provided may not have met their expectations. However, as outlined in our Terms and Conditions—attached here for reference—all payments made through our platform are non-refundable. I have also included a screenshot highlighting the relevant section for clarity.
  
  That said, as a gesture of goodwill and in recognition of the client’s history with us, we have issued a refund for the editing services and the travel fee, since those services were not rendered. The remaining booking fees have been converted into Snappr credits, which can be used at any time and do not expire.
  
  Thank you for your time and consideration.
  

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  We literally cancelled the planned videography within 48 hours. This company is trying to steal your money because it only offers store credit when there is no way we want to do business with them again. I never agreed to those terms or signed to agree to them. The company is very shady and do not do business with them! 
  
  Sincerely,
  
  Andrew H****

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a nonprofit organization, and we booked a photographer through Snappr for an important shoot. This was a significant financial investment for our team. On the day of the shoot, the photographer never provided any services: no photos were taken, and no direct contact was made. We were on-site, prepared, and available with our phone in hand. We had already provided our direct phone number through the Snappr platform and expected communication to happen by phone, especially as this was our first week using the service and the previous snappr photographer called and texted us upon arrival. While the photographer did attempt to reach us via Snappr’s website, we were unable to monitor the website during the shoot — a point we made clear in advance when we booked over the phone with Snappr’s team. In high-stakes, time-sensitive productions, expecting clients to log into a website to check messages is not a reliable or professional communication strategy, especially when a direct phone number has already been provided. To make matters worse, no follow-up was offered by the photographer after the shoot to try and make it right. We never received any photos, no services were rendered, and our efforts to request a refund were denied by Snappr, citing that the photographer had technically arrived. However, simply being at the address without making a direct phone call, text, or ensuring the client was reached—especially after the previous Snappr photographer had done so successfully—should not qualify as service delivery. As a nonprofit, every dollar we spend must be justified. Paying for a session where no photos were taken and no real contact occurred feels exploitative.

  

  Business Response

  Date: 04/07/2025

  Dear BBB,

  We sincerely apologize for the inconvenience and frustration this experience has caused the customer. At Snappr, we understand how important every shoot is—especially for nonprofit organizations working with limited resources—and we take these matters seriously.
  
  After reviewing the case, we acknowledge that the level of service provided did not meet our standards or the client’s expectations. While the photographer was marked as present at the location, we understand that the lack of direct communication and the resulting absence of service created a disappointing and unacceptable outcome.
  
  In response, we have processed a full refund for the booking in question. Additionally, as a gesture of goodwill and to express our regret, we have issued a $50 Snappr gift card to the client. We've also attached the refund receipt for your reference.
  
  We value the trust our customers place in us, and we are taking steps to ensure improved communication practices moving forward to avoid similar situations in the future.
  
  Please don’t hesitate to reach out if further clarification is needed.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Snappr, the company who assigned photographer for events, are really sketchy, they dont let you contact the photographer before hand and all they do is push you to pay pay pay. I booked an event on March 4th 2025 in a rush of the **** from them keep asking me to hold the time, after a weekend of research I realized how untrustworthy of this company is by finding all comments through out internet and want to cancel and get a refund, reach out to them less than a week (btw this event I booked is wide in advance- May 16th2025 2months till the date) but they refuse to refund only can do store credit, this is unacceptable for not creating any problem for anyone but they still wont refund me

  

  Business Response

  Date: 03/17/2025

  We would like to clarify that our goal is always to provide a seamless and transparent booking process. While we do encourage clients to secure their preferred timeslot due to photographer availability, we never intend to make anyone feel rushed into booking. We understand you decided to cancel shortly after your booking and, as mentioned in our previous communications, our policywhich is clearly stated during the booking processdoes not allow for monetary refunds.
  
  Instead, we offer the option to convert your booking into a Snappr gift card or credit, which you can use for any future booking at your convenience. This policy helps us maintain fairness to both our clients and photographers, whose schedules are blocked once a booking is confirmed.
  
  For your reference, we have attached a screenshot of our cancellation and rescheduling policy, which is available at the time of booking and in your confirmation email. Also, this information is available on our terms and conditions, stating that payments are non-refundable. 
  
  Please let us know if you would like to proceed with the credit option, and well be happy to assist you further.
  

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a snappr photo shoot for Valentines Day weekend on February 15, 2025 so that I can have a photographer photograph my surprise engagement to my girlfriend. I have not received my photos yet to date and this company promises a 48 hour turnaround time the support staff have not been successful with contacting my photographer. I have asked countless times for a refund because this is a extremely personal and one-of-a-kind photo shoot and its not something that could replicated. All they have offered me is credits or a gift card. I do not want either of those services because I have no trust in this company as they could not deliver on their promise for me to get my photos I paid for plus the tip to the photographer for that never arrived. I have been scammed by this company. All I am asking for is my money back. It is hurtful enough that I now have no photos of a beautiful engagement with my fianc. I did not even take any pictures on my phone of the evening because I trusted the photographer would deliver. It is a shame. All I want now is my money back and they are refusing to do that even when I deliberately asked for one.

  

  Business Response

  Date: 02/26/2025

  Dear BBB,
  
  Thank you for reaching out regarding the recent complaint.
  
  We sincerely apologize for the disappointment and frustration this experience has caused. We understand how important these photos are, especially for such a special and irreplaceable occasion. After thoroughly reviewing the case, we have processed a full refund for the client. Please find the attached refund receipt as reference.
  
  Additionally, as a gesture of goodwill, we have offered the client a $50 gift card, which can be used for any future photoshoot with us. While we understand the trust placed in us was impacted, we hope this offer demonstrates our commitment to making things right.
  
  If theres anything further we can do to assist, please don't hesitate to let us know.
  

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a photoshoot with a photographer via the Snappr website on February 10 at 5:45pm. The photographer, *****, confirmed in messaging at 8:53pm that evening 2/10) that he would be there at the specified time (2:30pm on Feb 11). The next day I heard from Snappr at 2:15pm ( 15 minutes prior to the booking start) that the photographer had to cancel. Upon calling the customer support they did not answer so I reached out to the chat line. The customer service person - Gabbie - offered to find someone else. However, this was an event happening from 2:30pm - 3:30pm. I cannot reschedule 60 other people's schedules around one late photographer. I asked her for a refund and she said it would take a while - she would see what she can do. I was not at fault. I paid an extra $50 fee for a late booking (within 24 hrs) but was more than clear in my instructions. It's just unprofessional to cancel 15 minutes before the start of the job. ***** should have said something earlier or tried to make it.The company refusing to offer a refund is unacceptable as their solution (moving the schedules of everyone else who was on time) is not feasible. The event is already happening now and I have no photographer.

  

  Business Response

  Date: 02/15/2025

  Dear BBB, 
  
  Thank you for bringing this to our attention. We sincerely regret the inconvenience this situation has Ms. *********. 
  
  We understand how frustrating it must have been to receive a last-minute cancellation, and we truly apologize for the disruption it caused to their event. While we always strive to provide a seamless experience, we recognize that this fell short of expectations.
  
  We would like to confirm that we have already processed a full refund for the customer's booking. For transparency, we have attached the refund receipt for reference.
  
  Please let us know if any further clarification is needed. We appreciate the opportunity to address this matter and ensure a resolution.
  

• Initial Complaint

  Date:11/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 9, 2024 a 90 minutes real estate photo shoot was scheduled. The photographer arrived prepared for a different type of photo shoot. The error/misunderstanding was noticed right away and the photographer became angry and started yelling and aggressively stepped toward me. I told the photographer, I needed to speak to Snappr to reschedule or resolve this. Although the shoot was for 90 minutes, photographer sped away after 5 minutes and did not wait for Snappr to resolve the problem or tell me my options. Snappr is refusing to reschedule with another photographer or credit me even though Snappr told my credit card dispute center, Snappr had tried to reschedule and I was non responsive.

  

  Business Response

  Date: 11/13/2024

  Hi BBB,

  I am writing in response to the filed complaint by Mary G******. I want to extend our sincerest apologies for the inconvenience and disappointment she experienced with our photography service.

  We deeply regret that we were unable to fulfill the photography service that Ms. G****** paid for, and we understand the frustration this may have caused. The behavior exhibited by the photographer involved in this case is entirely contrary to our company's standards and values. 

  However, we are unable to find any bookings under the name "Mary G******" and the under the email address "*****************". Are we able to get the email address used to book the shoot? 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday Oct 13, 2024, I purchased two packages from Snappr for $97.01 & $9.99 (photoshoot & downloadable picture package), booking a photographer to come out to take pictures for our girls soccer team for this coming up Saturday, Oct 19th, at 1pm. This is time sensitive at this point. The following day, Oct 14th, 2024 I was informed by Snappr that the photographer I booked (******** *.) is no longer available so I booked a replacement. It was the only other photographer option Snappr gave me so I re-booked with this photographer *****. The following day I was informed that the new photographer ***** would not do the photoshoot without paying triple the price for a travel fee. I told Snappr about this issue and requested a refund which they are refusing to give me. They said instead that they will need to confirm with ***** and if he is not going to drive to the photoshoot for the quoted price (despite being listed as a service area he can accomodate for that price), that they will find me a third option. They have yet to confirm with ***** and since, I have called Akram again and he re-iterated that he will not drive 1.5 hours to do a photoshoot in *************** without paying a Premium. He also is now asking for a $75 additional fee so he could rent a special lens for Sports pictures. I refused and have asked ***** and Snappr for a full refund. ***** says he has not received any money and won't until services are rendered. Snappr won't refund my money and are stalling to hear back from *****. Meanwhile, I have to find a replacement photographer by Saturday 1pm, the date I needed pictures to be taken as it is the last opportunity to get team pictures before kick-off. As a result, I just hired a photographer outside of Snappr that can accommodate our photoshoot for this upcoming Saturday. Snappr still hasn't refunded me or found a photographer that will do the shoot at the agreed quoted price of $97.01 for the shoot & $9.99 for 6 downloadable pictures.

  

  Business Response

  Date: 10/20/2024

  Hi BBB, 

   

  I am writing in response to the filed complaint by Hares ******* I want to extend our sincerest apologies for the inconvenience and disappointment she experienced with our photography service.
  
  We deeply regret that we were unable to fulfill the photography service that Mr. ****** paid for, and we understand the frustration this may have caused. The behavior exhibited by the photographer involved in this case is entirely contrary to our company's standards and values. We would like to assure Mr. **************** we have taken this matter very seriously and have held the photographer accountable for his actions. This incident has been duly documented and will be reflected in his records.
  
  We appreciate Mr. ******** consideration of Snappr and sincerely apologize for falling short of his expectations. In an effort to rectify the situation and move forward, we have processed a full refund in the amount of $97.01 and $9.99, which has been issued to the same payment method used for the initial transaction. I've attached a copy of the refund receipt to this letter for reference.

  Once again, we would like to express our deepest apologies for the inconvenience this situation has caused Mr. ******* We value our customers' trust, and we are committed to improving our service to ensure such incidents do not recur in the future.
  
  Thank you for your attention to this matter, and we appreciate your understanding and support as we work to improve our services.

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Snappr due to an issue regarding a photography session I booked through their platform. I scheduled a one-hour shoot for October 11th at 9 AM, with more than 24 hours notice. However, at 6:51 AM on October 10th, I received a text message informing me that my selected photographer was no longer able to do your (my) shoot.I immediately reached out to Snappr customer service, as no other photographers were available for the time I requested and needed. Despite my request for a refund, I was contacted by a support representative after business hours on October 10th. They informed me that my only option was to meet a photographer at a studiocompletely different from the venue I initially booked for my session, which was unacceptable given the urgency of my project and the location-specific requirements.I believe Snappr engaged in deceptive trade practices by accepting my payment and confirming availability for a session they ultimately could not fulfill. This caused significant inconvenience and led me to request a full refund, which has not been appropriately addressed.I am seeking BBB assistance in resolving this issue and ensuring Snappr processes a full refund for the unfulfilled service.

  

  Business Response

  Date: 10/15/2024

  Hi BBB,

  Apologies for the late revert but I am writing back in response to ****** ******* filed complaint. We would like to express our sincere apologies to Mr. ***** for any inconvenience he may have experienced in connection with his photoshoot. Providing a positive and seamless customer experience is of utmost importance to us, and we regret that Mr. ***** did not receive the level of service we strive to deliver.
  
  Upon thorough investigation of Mr. ******* complaint, we have taken immediate action to address the issue. We have escalated the matter to our Billing Resolution Team to ensure a swift resolution. However, when the refund was processed it was not successful. Upon reviewing it on our end, the bank that's associated to Mr ******* credit card tagged the card as lost/stolen. With this, we were not able to process the refund and the problem is that we cannot transfer the refund to a different card. 
  
  My recommendation here is to convert the refund to a Snappr *************************identifyelement="249" style="font-family: proxima-nova, Verdana, sans-serif; color: rgb(34, 34, 34); font-size: 13px;">
  Once again, we sincerely apologize to Mr. ***** for any inconvenience he may have experienced. We appreciate your attention to this matter and your continued support in resolving customer concerns.
  
  Thank you for your time and understanding.

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Snappr for a professional photo shoot to capture images for my website branding, paying $304.11 with high expectations based on the photographer’s portfolio. I specifically communicated my vision for images that projected energy and excitement, aligning with my brand. Unfortunately, the photographer failed to meet these expectations. He directed me to pose in front of a fireplace, which gave a formal and severe look, contrary to the vibrant feel I wanted. Despite my efforts to redirect the shoot outdoors for a more fitting backdrop, the photographer failed to understand my vision. Worst of all, the final images were unflattering, distorting my appearance by making my face look unnaturally wide, which is not representative of how I genuinely look. I’ve since confirmed with other professional photographers that this distortion likely resulted from incorrect lens settings or distance from the subject. I requested to see more photos, but the photographer refused. After leaving a negative review, Snappr reached out but didn’t address my concerns, asking me to explain everything again. After providing additional clarification and even sharing comparison photos of myself, my concerns were dismissed by Snappr, insisting the photos met their "standard guidelines." Snappr has refused to take responsibility, denying a refund or reshoot. This is unacceptable, as I made my vision clear from the outset and the final product was a clear result of the photographer’s lack of skill, with my face appearing unnaturally wide and distorted. I am requesting a full refund of $304.11 due to the poor photo quality and Snappr’s lack of accountability. I no longer wish to work with this company. The receipt of what I paid is attached.

  

  Business Response

  Date: 09/30/2024

  Hi BBB, 

  Thank you for assisting us in addressing the complaint filed by Ms. Sandra A*******. We appreciate your efforts and would like to provide clarification regarding the circumstances surrounding her concerns.
  
  Ms. A******* reached out to express dissatisfaction with the photos she received from her recent photoshoot. We fully understand her frustration, and client satisfaction remains our top priority.
  
  After a thorough review of Ms. A*******’s case, we identified that the package she selected included only basic Lightroom editing. Her request for advanced editing, specifically to "slim down" her face, falls under our advanced editing services, which were not part of the package she purchased. This was also communicated to her by the photographer during the photoshoot, who made it clear that he would not be able to fulfill that specific request.
  
  Regarding the number of photos delivered, Ms. A*******’s package guaranteed 25 digital images for a 2-hour session. However, her photographer went above and beyond by delivering 36 images, exceeding the standard package offering.
  
  We hope this explanation clarifies the situation, and we remain committed to ensuring fair and transparent service for all clients.

  We appreciate the Better Business Bureau's involvement in this matter and thank you for your continued efforts to ensure a fair resolution for all parties involved.

  Should you require any additional information or documentation, please do not hesitate to contact us.
  

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Snapped is shifting the narrative, claiming my dissatisfaction stems from a request for advanced editing rather than addressing the shoot quality. 
  
  At no point did I request advanced editing to “slim down” my face. My primary concern is that the angles chosen by the photographer distorted my face, making it appear unnaturally wide. This was not an issue of editing but rather unskilled photography. I even sent Snappr photos of myself for comparison, yet this critical concern was ignored.
  
  The number of photos delivered is not relevant to the issue. The problem is that the final results made me look distorted, which is unacceptable given the $304.11 I paid for this service.
  
  I no longer wish to work with Snappr and am requesting a full refund due to the poor quality of the photos. Thank you for your assistance in resolving this matter.

  Sincerely,
  
  Sandra A*******

  

  Business Response

  Date: 10/01/2024

  Hi BBB, 

  Firstly, it’s important to clarify that staging and posing are not included in the package that was purchased. The photographer's role is to capture natural shots during the session, and any concerns about specific angles or posing guidance are outside the scope of the service provided.
  
  In addition, we thoroughly reviewed the photos delivered to Ms. A******* with our in-house editing team, and they were found to meet Snappr's quality standards. The photographer did not perform any advanced editing, as slimming down facial features falls under our "advanced editing" service, which was not part of the package purchased. The photographer had correctly informed the client that they would not be able to fulfill this specific request.
  
  As the service has been fully rendered, and the photos passed our quality checks, we will not be issuing a refund in this case.
  
  We appreciate your understanding and cooperation in resolving this matter.

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: lo Snappr is deliberately deflecting the real issue.
  
  Let me make this clear: My complaint is not about posing, staging, or advanced editing. I never requested advanced editing to “slim down” my face, nor did I ask for specific staging or posing assistance beyond what is reasonable in a professional photo shoot. The issue I have raised repeatedly is that the photos were captured in a way that distorted my face, making it appear unnaturally wide. After consulting with another professional photographer, I was informed that this distortion is caused by incorrect use of lens settings and improper distance from the subject, not by a lack of advanced editing. This has nothing to do with creative direction or staging and everything to do with poor execution.
  
  The number of photos delivered is also irrelevant to the core issue. The problem is the quality of the images. Regardless of the quantity, I paid $304.11 for photos that should reflect my true appearance, and the results do not. I even provided Snappr with photos of myself for comparison, but my concerns were dismissed.
  
  For Snappr to continue deflecting the issue by discussing “advanced editing” and “staging” is disingenuous. This is about the photographer’s failure to meet basic professional standards, which I believe justifies a full refund.
  
  I urge the BBB to note Snappr’s continued unwillingness to address the actual problem and to intervene in resolving this matter fairly.

  Sincerely,
  
  Sandra A*******