ComplaintsforPhotogenic, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an autistic 5 year old daughter who has never gone to the mall to take a photo with *****. On most days, its a struggle to even leave the house. But she was excited to meet Santa so we made our reservation for the closest mall (coast land in ******, **) and paid before ever receiving the photos. We got there and they rushed us, despite me trying to explain she was autistic. And while she did smile, the pictures are slightly out of focus. I was dealing with her at the exit trying to view the pictures and I told the employee they were out of focus. And she just stared at me. I repeated myself and she just printed them out and was onto the next people. I couldnt make more of a stand because my daughter was starting to melt down as these experiences are overwhelming for her. I did contact customer service and they offered for us to return to take the photos, which isnt realistic for us in the stage of life we our currently in because my autistic daughter struggles with experiences like this and getting her back there doesnt seem like an option. And so I am requesting a refund. It is super unfortunate because I had such high hopes but out of focus Santa photos when paying for Santa photos is not acceptable. My hope is other families didnt have my same experience, as I am so disappointed this was our experience.

  Business response

  06/04/2024

  As a follow up to this outstanding issue, I have reached out as a follow up to the customers ticket with us from this past holiday season of their experience. 
  
  We have offered the guest 2 options:
  
  To attend a special Santa even called Santa Cares that provides a sensory friendly photo experience along with a voucher for a complimentary voucher in lieu of a refund.  Or we would make an exception to the no refund policy and process a refund for the package purchased through our reservation system.
  
  We are awaiting on the response from the guest   

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that when the company processes a full refund, then this resolution is satisfactory to me. Please dont close the case until the refund is processed. 

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

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  You cannot speak with anyone when you call the number. Emails are either not answered or not helpful. We visited ************ on 12/30/2022. I ordered all 4 digital copies of the photos. I did not get them so I had to reach out about that and then they did send them to me. My Cash app card was charged twice for the same photos. I've been simply trying to get a refund for one of the charges. I have verification that it came out of my account twice in two separate completed transactions for $41.35 each. I do not think this was intentional it could have been a mistype in a email as to why I didn't get the photos the first time but was charged. The system was very glitchy and I had to order 4 separate times for the same pictures as it said my picture ID was invalided after purchasing. I simply want to get refunded for the extra charge. Thank you!

  Business response

  05/29/2024

  In response to the forwarded message, the customer did reach out to us and the issue was resolved with customer as of January ******* and the refund for the additional charges the customer reached out about was resolved and refunded.

*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. ↩