ComplaintsforMagic Memories (USA) LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 12/30/23. The company incorrectly cropped out one of our family members in 2 of the pictures that were part of the package we paid for, at the Edge in ***, and refused to give us at least a partial refund requested. The company then replied to our email by making excuses, on why we would not be getting a parti refund. This was very unprofessional behavior. The email dialogue is attached to this complaint.

  Business response

  06/25/2024

  Hi ****,

  I'm sorry to hear you are unhappy with your experience.

  I have reviewed your purchase and enquiry and can confirm that under our Terms and Conditions, which were ticked as agreed to at the time of your purchase, the digital photos are not eligible for a refund. Please find the link to these terms and the relevant section copied below:

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

  5. Terms of purchase

  Magic Memories' digitally downloaded products are not eligible for refunds, so by purchasing, you are agreeing that you have checked any available previews, are satisfied with the product, and agree to waiving your right to a refund.

  This is as you had previewed all of the photos prior to purchasing, and these were then made available for download from the time of purchase. These terms and conditions were detailed in our last email sent to you. 

  As advised by our agent, these seasonal templates which have this cropping issue are usually not included in the album purchase for $33 and were a promotional addition at this time of year. Unfortunately they were unable to be re-edited as you had requested. 

  On this occasion, the agent dealing with your case has also offered a goodwill gesture and are awaiting a response. If you could please respond directly to their email, we can work to assist further. 
  
  We do appreciate your feedback on the photos and have passed this on to improve this going forward. 

  Customer response

  06/27/2024

   
  Complaint: 21896804
  
  I am rejecting this response because:

  As was stated in the previous email correspondence with your customer service department, the promotional photos are usually charged at an additional cost of $5.99. Two of the photos were screwed up, and not cropped correctly by your company, and the software that your company used to produce and create the photos. Based on your own advisement below, please refund $5.99 times 2 for a total of $11.98, to the card ending in 5829. The name on the card is *****************************. Please also send via email the raw picture taken originally, in .jpg, .gif or .tif format, along with the two 2024 custom backgrounds that the original picture was attempted to be cropped with, that your company could not, and will re-do, so I can crop it correctly with the 2024 background myself.

  
  
  Sincerely,
  
  *************************

  Business response

  07/03/2024

  Hi there,

  Thank you for your response. Apologies for any confusion caused.

  When seasonal photo bundles are purchased separate from the rest of the photo album the cost is $5.99 - this bundle price is for all of seasonal photo templates and not per photo. 

  Your photo purchase was for the digital photo album, a total of $33 for all 13 media in your album. This puts the value of each of the media at $2.5.
  

  Detailed in our last response, this purchase is non-refundable as you had previewed the cropped media prior to purchase and proceeded with the purchase. Please see our terms and conditions that you agreed to at the time of purchase provided previously in the link or these can also be found on our website. 

  While this purchase is non-refundable, as a goodwill gesture on this occasion and as we appreciate your feedback we have processed the $5 refund to your card used for payment. The agent dealing with your case notified you of this refund. 

  As your photo was taken in January, we no longer have the original photo unfortunately to provide to you.

   

  Customer response

  07/09/2024

   
  Complaint: 21896804
  
  I am rejecting this response because:

  We are not happy with the business practices of Magic Memories, and will not be using Magic Memories again when we travel, for pictures. Most businesses, except for Magic Memories, apparently, would do what it takes to satisfy the customer and "make it right", instead of making excuses on why they can't do so, and not being accountable for their actions. We are very disappointed in the treatment we received from Magic Memories. The 2 pictures that were incorrectly cropped by the Magic Memories software, not anything we did, were of sentimental value, being that we were specifically in *** for New Years Eve and the 2024 New Year, and the pictures incorrectly cropped by Magic Memories were directly and specifically related to New Years Eve and the 2024 New Year. We did receive the $5 on June 30th, 2024, mentioned in the Magic Memories response, but we feel that the issue is still not "made right" and we are still not satisfied. In terms of the excuse that the pictures are no longer available, that is hard to accept.  I have been in IT for 24 years.  A good IT department or IT Manager keeps backups of everything for accountability and compliance purposes, unless the IT policies of the organization are so lacking, inadequate, and unaccountable that data is not backed up.  Again, we are very disappointed disappointed in this as well. 

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Date of transaction: 9/28/2023.-MAGIC MEMORIES (USA) LLC - AMOUNT $50.06.-PRODUCT PURCHASED: Digital Photo Magical Memories Package, while at the *** LIFE ******* -Aquarium.-Credit Card ************* Card of *******************************-Product NEVER Delivered.-Contacted both *** Life ******* Aquarium and Magic Memories (USA) LLC *******.-Both organizations refused to resolve the issue and would not pursue any further.-Conclusion, final product never received as promised. Credit Card was charged and product was not delivered.

  Business response

  01/23/2024

  Hi *****,

  Thank you for your message. I am sorry to hear you ran into issues with your purchase.

  I have checked our **************** logs and was unable to find any correspondence from you regarding your purchase. I have now reached out to you via email to assist with this further. 

   

  Customer response

  01/25/2024

   
  Complaint: 21186996
  
  I am rejecting this response because:  Magic Memories refuses to take ownership of the issue that they can not provide the digital photos that they are responsible for as a third party provider to ******* Seal Life Aquarium where their VIP Pass to access the photos was provided as part of this attraction. I would request that they provide me with some type of compensation for their failure in the loss of my magic memories that cannot be reproduced. The memories have been lost permanently. 
  
  **************************************************

  Business response

  01/31/2024

  Hi *****,

  Thank you for your response.

  While your digital photos were complimentary to your entry tickets and your onsite purchase was for printed photos, as this matter has been escalated we had hoped to provide a refund for your printed photos as a goodwill gesture.

  But as the charge has been disputed with your bank, we no longer have the funds for the purchase to make any refund and these may be returned to you once the dispute has been closed.
  
  To make amends otherwise, we have asked the attraction and they have agreed to provide 6 free entry tickets to the Sea Life *******, so you both and your four grandchildren can visit again. These tickets will be set in their system under your details and can be redeemed at the Aquarium when you can visit again.

  Our regional manager will also ensure our photography team capture the special experience on your return and the digital photos are provided to you. 

  We have  emailed you directly to confirm the details you would like to hold the tickets.

  We look forward to your response.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a copy of a photo taken at **********************************. The website accepted my payment, but I am unable to download the photos. The link does not work after using Safari on MacOS, Chrome on MacOS, Firefox on MacOS, Arc on MacOS or Safari on iOS.The link to download the picture is supposed to be ******************************************************************* but it does not load.I cannot find a phone number or a support email address.

  Business response

  01/04/2024

  Hi ****,

  I am very sorry to hear you have run into issues viewing your photo. Please be advised we are currently facing a technical issue with the preview of individual media on the website.

  You can still preview your full album using your photocode and photos can be saved here using the "Save" button below each media, this will download the full ************* to your device. 

  We have also emailed you with the downloads of your purchased media and link to your full album.

  We hope you enjoy the photos and please respond to our email directly if we can assist further. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  While visiting Smithsonian's National Air and Space Museum at Steven F. Udvar-Hazy Center on 08/20/2023, my family and I took some photos at the photo booth. Person working at the booth told us we can either buy the physical copy or buy a digital pass to download the digital copies online for $37.10. We opted to do that and paid $37.10. He specifically told us all the photos will be available to download the next and not to check the same day as the same day it may ask me to pay again. It has been 11 days I still can't get the photos without paying additional on the website. I have contacted magic memories through the website on 08/29/2023 and have received no response. I have also called the phone number for the customer support that is listed on the website, an automated voice said customer support is not available at the moment. I would like the photos available without any additional charge, as I have already paid for the digital access.

  Business response

  09/06/2023

  Hi ********,

  
  I am very sorry there was a delay in your purchased photos becoming available for download on this occasion. Please be advised we had resolved your Customer Service enquiry on the 3rd of September and responded to your email advising the photos were now available using your access code. We have resent the instructions via email to ensure you have access and please respond directly to this email if we can assist in any other way. We hope you enjoy the photos.

  Customer response

  09/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Business has reached out to me by email and provided access to the photos. The issue is resolved.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a digital packet from Magic Memories at Biltmore Estate in Asheville, NC. I looked at the photos and noticed a Caucasian male in the background who had no relationship to me. I asked then at the counter if they would edit him out of the photos. When I checked in again later that day, he was edited out as requested. My problem was with the digital video that was included with the package. The digital video was cute with my photos, but the guy was still in those shots. I reached out to customer service. They responded back via email and told me that they contacted the Biltmore location to try to get this corrected. Well, Biltmore Magic Memories has not corrected my video yet. My problem is not with customer support, but I wish the Biltmore location would edit this man out of my video and upload so I can get it and download it for my memories. I paid about $38 for the package. I just want what I paid for. I will upload a screenshot of my receipt.

  Business response

  07/24/2023

  Hi ********

  Thank you for your feedback.

  Please be advised your case is still in progress and we are doing our upmost to get the video edited for you as soon as possible. This was escalated to our technical team who are working on editing the video and we hope to have this resolved promptly and will let you know as soon as we have an update.

  Thank you,

  ***** 

  Business response

  07/25/2023

  Hi there,

  Thank you for your patience. I am pleased to advise your video has now been made available in your album, we have sent you an email to confirm this. If we can assist further please feel free to  respond directly to our email.

   

   

  Customer response

  07/26/2023

  
  
      I want to thank BBB for their assistance. I received an email from the company with a direct link to my edited video. I’m happy with the product that I was able to save, download, and share. I wish I didn’t have to go this route, but my issue is resolved. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday, May 21st at 1pm we took pictures with Magic Memories at Coral World in St. Thomas, US Virgin Islands. We paid $80.00 and was given a barcode to download the photos digitally. The downloads were supposed to be available immediately or within 48 hrs per the website. We still have not received our photos as the website says they are not available. The phone number for the company is out of service and they have not answered my numerous emails. I would like a refund of the $80.00.

  Customer response

  06/06/2023

  
  Please close my complaint #********* The business has resolved my issue. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my children to the polar express in ********. I bought a package with one photo printed out and the rest as a digital download. I believe it was like $70. I get home excited to go get some of the other photos printed out, but none are good enough resolution for anything bigger than a 4x6, I would not have bought them if I knew that was the case. I would like my money back for the digital downloads.

  Business response

  12/14/2022

  We have reviewed the customers digital photo album and can confirm the photo downloads are clear and the correct quality.
  
  We have emailed the guest to ensure they save the photos using the 'Save' icon below the photos on the website or otherwise the "Download All' function as saving otherwise can cause quality issues.
  
  The digital files available for download in their album will be the same files used by the team onsite for printing at 8x10 and 6x8 sizes - like the print that they received with their purchase onsite.
  
  I have added the photos to a ****** drive folder for the customer to access directly, to ensure you they receive the full quality downloads.
  
  Should they need additional assistance or like to contact us further they can respond directly to our email. We sincerely apologise for any confusion or inconvenience caused.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a photo package for $44 on 08/20/2022, at the Audubon Aquarium of the Americas in New Orleans, Louisiana. I was charged TWICE 12 hours apart for TWO DIFFERENT AMOUNTS. I was charged the $44 around 11AM. I was then charged $101.60 around 11PM! This is a scam. I made no second purchase with this company. I am afraid they now have my credit card information and will continue to randomly charge me for things I never authorized!!!

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/24) */ Click to collapse post Joanna P***** Yesterday at 9:59 AM Email To: ************ View Details Hi*****, Thank you for your reply. I have checked all of our transactions from the day of your visit and I am not able to locate a transaction for $101.60. Please could you check your bank statement and provide a screenshot of the Magic Memories transactions on this? I can then investigate this further. Kind Regards, Joanna Customer Service Team Lead Magic Memories Te Nuku Building Level 2, 43 Ballarat St, Queenstown www.magicmemories.com This email and its attachments are confidential. If it is not intended for you please do not read, distribute or copy it or any attachments. Please notify the sender immediately by return email and delete the original message and any attachments. Magic Memories is not responsible for any viruses in this email or any attachment or any effects they may have on your network or computer system. Any views expressed in this email may be those of the individual sender and may not necessarily reflect the views of Magic Memories. --------------- Original Message --------------- From: ******************************* Sent: 22/08/2022 5:43 PM To: [email protected] Subject: EXTERNAL Re: Overcharged My Credit Card On Mon, Aug 22, 2022 at 12:55 AM Magic Memories Customer Support wrote: Hi*****, Thank you for your email. I am sorry to hear of an charge issue. We only have one charge under your name, receipt *****. Please could you provide us with a screenshot of the second charge and I can investigate this further. Kind Regards, Joanna

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 26, 2022, my daughter and I had reservations at the********** Zipline, Las Vegas, Nevada. I had made online reservations for this activity and paid in advance for two ziplining tickets and two Go - Pro packages. The tickets were $118 and the Go-Pros were $50. When we arrived for our 4 p.m. reservation, we were quickly taken through the harnessing process and taken to the ziplining area. No one checked our tickets. After we had finished ziplining, I told the ticket agent that we had not received our Go-Pros. The agent gave me the email address for Magic Memories, screenshot my reservation confirmation and helped me in contacting the company for a refund. The company responded and initially said that I would only receive $30 refund until I sent a second screenshot of the original reservation stating that I paid $50 for the Go-Pros. Since that initial email on June 26, I have emailed the company many times to ask about my refund. I have been told that it hasn't been processed yet. I have tried to call the company and am unable to speak to a person or leave a message. I am seeking $50 for the refund of the two Go-Pros we did not receive.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/26) */ We apologize for the delay in providing the guest with a refund. We have been in direct correspondence with the guest since she originally contacted us on June 26th. We have experienced unfortunate delays in processing the guests refund but have been in touch with the guest during this period. We have received confirmation the refund will be processed this week and have advise the guest of such. Rosie - 5h ago Email To: ******* - View Details Hello *******, Thank you for your reply. I am very sorry for the delay in receiving your refund. I am pleased to advise the finance team have confirmed the refund will be processed this week. I will confirm once this has been sent through. Apologies you could not reach someone when you called, could you please advise the number called as our customer service mailbox is available. Kind Regards, Rosie Customer Service Agent Magic Memories **************************************************** www.magicmemories.com This email and its attachments are confidential. If it is not intended for you please do not read, distribute or copy it or any attachments. Please notify the sender immediately by return email and delete the original message and any attachments. Magic Memories is not responsible for any viruses in this email or any attachment or any effects they may have on your network or computer system. Any views expressed in this email may be those of the individual sender and may not necessarily reflect the views of Magic Memories. --------------- Original Message --------------- From: ******* - Sent: 26/07/2022 7:29 AM To: ******************** Subject: Re: EXTERNAL Fremont Street ********* Order Hello, I have tried calling the Magic Memories office and was unable to reach anyone because the voice mailbox is full for all departments. I have been trying to get a refund since June. I've seen the 33 complaints about Magic Memories on the Better Business Bureau website. I would like to receive the $50 refund so I don't have to file a formal complaint. On Wednesday, July 20, 2022 at 10:22:34 PM EDT, Magic Memories Customer Support ********************** wrote: Hello *******, Thank you for your reply. I appreciate your frustration with this matter, and please be ensured we are doing our upmost to have this processed as soon as possible. Your refund should be processed soon and I will let you know as soon as I receive confirmation from the team. Kind Regards, Rosie

• Initial Complaint

  06/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Monday night, May 30th, 2022, my friend and I went ziplining at ********* in Las Vegas. We paid for the photos and videos. We got our photos instantly but the attendant at the counter said the videos will be up in 3-4 hours. That passed we didn't see our videos. We went back and told it was going to be 24 hours. That also passed and again nothing. We emailed corporate regarding this issue and the representative said they will reach out to their team at *********. Again, nothing occurred after this. We went back one last time before we flew back home, this time they said there was backlog of uploading because "a new system" was implemented.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/09) */ Click to collapse post Rosie 18h ago Email To: **************** View Details Hello *******, Thank you for your reply. I appreciate your frustration with this matter. We unfortunately faced unforeseen technical server issues which delayed media uploads and caused some media to be lost. Our team have made several attempts to locate the videos and have searched manually through the media from this day but have unfortunately been unable to locate these videos. As a goodwill gesture we can provide a $25 refund per GoPro package,a $50 refund in total. Kind Regards, Rosie Customer Service Agent Magic Memories

*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. ↩