Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I commissioned them to take our wedding photos on Sept 7. We paid up front and our photographer met us at the house we rented for the wedding. It was an intimate ceremony, and we instructed him to just take photos of the guests while we got ready. That part was fine.We didn't get our photos back for about a month. When we did, I notice how awful they were. The angles, lighting, composition, all of it. Out of 1200 photos, only a handful were actually usable. I reached back out and expressed how unhappy I was and they offered to edit 50 of them for us to make up for it. That was in October. It is now December 12 and we have yet to received our edits. I followed up in early November and was told they need 2 more months to complete our edits. We have no been able to use any of those images, and we don't have the option to create an album or share them with family over the holidays. We can't use them as holiday cards. All of our hopes and plans for these photos are gone. We are unable to go back in time and find a new photographer, nor can we afford to redo the entire wedding. We don't have any wedding photos that we love and I feel like we were taken advantage of for profit. I don't expect we'll be able to get a refund, but that's what I think we deserve.

  

  Business response

  12/20/2024

  Dear Better Business Bureau,
  We were sorry to hear about Ms. ******** dissatisfaction. Our management team is actively in communication with her, and we are committed to working together to reach a resolution that satisfies all parties involved.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wedding was on 10/19/2023. We paid George Street Photo & Video $6,009.33 for a ******************************************* package. We had two photographers and two videographers. There were issues booking our photographer from the beginning. When we made the deposit, we assumed the photographer we chose was booked but he was not. It wasn't until months later we found out he wasn't booked, and we had to choose another one. We didn't receive our video until 2/18/2024 via email on our client portal. We reviewed it and I was unhappy with aspects of it, so I submitted changes to be made on 3/12/2024. We received the revised video on 5/14/2024. I am still unhappy with the video. They completely missed half of our wedding party walking down the aisle before the ceremony and the half they did get is from the back of the aisle. You can't see anyone's faces walking down the aisle which is extremely infuriating. Also, the two cameras used had major differences in quality and the shots were not cohesive. It's completely unacceptable seeing as we had two videographers, and two cameras were already set up at the front that were used for my husband and myself during the ceremony. I expressed my disappointment and dissatisfaction in an email to our coordinator on 5/29/2024. I spoke with a manager over the phone on 6/7/2024 regarding this matter and she told me she would discuss it with the managerial team. We spoke again on the phone on 6/13/2024. She told me they are giving us a refund of $150 to which I expressed my disapproval. She added in the raw video footage valuing $550 but I am still unhappy and extremely frustrated. I cannot relive my wedding day and part of my video was ruined. We paid a lot of money for these so-called professionals, and they did mediocre work. I emailed them again that same day to see if they can put our photos and video on a hard drive since they are sending the raw footage on one to which I got no response. This whole process has been nothing but frustrating.

  

  Business response

  07/01/2024

  Dear Better Business Bureau,
  We are dissapointed to learn about Mrs. **** dissatisfaction with her recent experience. Providing exceptional client service is our top priority, and we regret that we did not meet our standards in this instance.
  Our management team is actively engaged with her to address her concerns and will remain committed to resolving this matter to her satisfaction.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our wedding was October 4th, 2023. We had booked George Street for over a year at this point for their $3445 package, two photographers and a videographer. We had a small engagement session with our lead photographer before the wedding, we took it off our package with George street because we didnt need it but later decided we wanted to meet her before the wedding. Her instagram and portfolio looked amazing, as well as the little shoot we did. Come wedding day, we were disappointed with her. She looked like she didnt care and like she didnt want to be there. The team left an hour before they were scheduled to leave.We were busy with enjoying our wedding and I didnt have the time so I couldnt verify until we received our photos, we were disappointed with what we received. There were almost no photos of my husband and I posed for portraits. The group photos were dark, unfocused and even tilted/crooked. So we contacted George Street and after many inconvenient calls and several points of contact, we were compensated $500 for the time missed and had agreed on a redo session for some photos of my husband and I that we never received. I tried to be understanding with the company as the editing team still put in time, and we were waiting on a hopefully good video.Our redo session was scheduled May 21 at 10:30 am. We never got his contact information 2 days before so I reached out for confirmation on May 20th and got a response at 7:59am May 21st with his information. We couldnt get a hold of him and he no showed our session. I contacted George Street and they cant get a hold of him either but are refusing to compensate us. We are only asking for a partial refund for the $1500 for the photo aspect of our package. It is their policy to only send 1 refund which they never discussed with me back when we originally came to this agreement and they have now broke contract so we just want our money so we can take things into our own hands with a new photographer.

  

  Business response

  05/31/2024

  Dear Better Business Bureau,
  We highly value our clients' experiences and were disappointed to learn that we did not meet ********************** expectations. We appreciate her bringing this matter to our attention, as it allows us to improve our services. Our team has been actively working with ******************, and we are pleased to inform you that we have reached a mutually satisfactory resolution.

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has come to a compromise. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Georgestreet photo was hired in July of 2023 by my daughter for wedding photography. During a 10 minute phone consultation, we chose a photographer. About a week later we paid half of the amount due and my daughter, ***********************, signed a contract for services. Soon after the payment was made, the company sent us information that the photographer we chose was no longer available. We would have to choose another photographer. They only sent us 2 options, both of which were lower quality portfolios. After trying to get more options, the company stopped returning our phone calls. On August 22nd, 2023, they sent my daughter a cancelation contract to sign. They were only offering $406.88 of 906.88 back, and indicated that if the cancelation contract was not signed, we would be responsible for the entire amount. My daughter signed it, because she was worried that they would continue to charge us if she didnt. I immediately tried to dispute the charge with my bank, but because it was not technically fraud ( meaning I willingly made the payment) the charge was kept on my account. I have made several phone calls to them, and no one from Georgestreet will return my phone calls. I would like at least some, if not all, of my money back for services that were not provided.

  

  Business response

  12/19/2023

  We appreciate ************** taking the time to bring these concerns to our attention, and we sincerely apologize for any inconvenience she experienced with us.
  In the uncommon circumstance, where a photographer becomes unavailable for a wedding, our commitment is to offer alternative options that meet the expectations of our clients. It is disheartening to learn that this was not the case for **************, and we are sorry for any disappointment this may have caused.
  Our management team has been in direct communication with **************, and we are pleased to share that we have reached a mutually agreeable resolution.
  We wish ************** the very best for her wedding day.
  
  

  Customer response

  12/20/2023

   
  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.  The cancelation contract  that we signed said that we should expect  our refund  of $906.00 within 30 days.  We may reach back out to Georgestreet if the refund is not received. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My last complaint was not accepted for some reason but I now have more issues with this company. This company has refused to issue a refund after changing photographers 3x and attempting a 4th. I then opened a dispute and left reviews of my experience with them. At this point they agreed to refund my money and not charge the cancellation fee. They said the only way to do this would be to sign a cancellation contract. In that contract there was a clause that states Client I and Client 2 agree that they shall immediately remove, eliminate, erase or otherwise dispose of such disparagement or immediately cause such disparagement to be removed, eliminated, erased or otherwise disposed of. The only way to get a refund is to remove my reviews. This obviously manipulates their reviews to ensure anything negative is not published. Its crazy that they are able to bully people into this. I hope others know their options to dispute any charges.

  

  Business response

  09/25/2023

  Dear Better Business Bureau,
  
  We genuinely apologize for ******************** recent experience. It is an unusual occurrence to have a change in photographers. On the rare occasion it does happen, we take pride in our extensive network of skilled photographers all over the country and do our best to ensure the couple has a reliable photographer for their big daya level of security that can be hard to find. When an unexpected situation like this arises, we spare no effort to rectify it and prioritize our client's satisfaction. It was never our intention to have **************** feel any pressure to remove his review, and we have communicated that to him. We are committed to his client satisfaction and are in communication with him regularly to work toward a resolution.
  
  
  
  

  Customer response

  09/28/2023

   
  Complaint: 20600034
  
  I am rejecting this response because:

  I have not seen an email that says a refund will be sent without a cancellation contract that contains a clause to remove my reviews. They offered PayPal as a payment solution but still not a refund to the cards. At this point Id be fine with PayPal but not if it requires me to remove my reviews. 
  

  You have not said I can leave my reviews and your contract states I need to remove those. It also says no refund will be sent till I sign and agree. So how are you not forcing me to remove reviews?

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

  

  Business response

  09/28/2023

  Dear Better Business Bureau,
  Customer satisfaction is our top priority, and we apologize for not meeting ******************** expectations. Our management team has made repeated efforts to engage with him, presenting a range of potential solutions and addressing any concerns he may have regarding his reviews. We are actively working to find a mutually acceptable resolution.
  
  

  Customer response

  10/02/2023

   
  Complaint: 20600034
  
  I am rejecting this response because:

  Your SVP of Ops called and stated that a cancellation contract is not enforceable and that they would not seek legal action. If the clause is not enforceable why have it in a contract and why make it so I have to sign said contract before getting my money back? George St has given a check or PayPal but refuse to do so unless I cancel my dispute but at that point I would have no recourse should GS choose to not honor. In a dispute process, if you prove you have refunded in different means you would work with the disputing bank to show that and they would cancel the dispute with proof. I explained this to them so Im not sure how theyre taking every measure to resolve. Options are:

  1. Refund the cards used and dispute process ends when bank sees that 

  2. Send check and provide proof to disputing bank and dispute process ends

  3. Let the dispute process run course and my bank leaves the pending credit there and GS pays their processor the chargeback fees. 

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/01/2023 paid $3,495.00.Sold us a package that included: Wedding Coordinator, Lead Photographer 8hrs, 2nd Photographer 6hrs, Videographer 8hrs. "Who shares the vision of your wedding. The staff is professional dedicated to telling our story.Planning Portal, Meeting session with team before the wedding. Engagement session. Full length featured film ****** mins, 3-5 mins highlight reel, AND all raw footage.Dispute: Wedding coordinators nonresponsive, unknowledgeable of package, failed to set up engagement session, and neglected to disseminate information to team. Planning Portal was broken, employees stated its always broken.Photographers did not share our vision. Associate photographer was *** most of the day. Photos were terrible and not what we had agreed to when booking. Terribly edited. Meeting session with the team before the wedding, never happened multiple requests.Engagement session, never happened requested help a lot. Full length film- Sn Director of Operations stated we never have a highlight reel, I dont know why that was told to you. There are reports from my guests that the staff was drinking at the wedding, which does not seem professional to me or my husband, and accounts for some of the poor quality of the work. Director of *** stated she would offer a refund and then came back twice reporting she would not and they would not entertain it at all. Sn. Director of Ops offered a full refund, but we can never see our video. We cannot pay for the video portion only, we dont even get the opportunity to see if its usable. We were supposed to receive the raw footage as part of the package anyway. We explained this was not acceptable and counter offered to pay for the entire video package, which I remembered being around $900. Looking back at the records its $855.00. No one has responded. Emailed the *** two times, no clue if its going through. Hoping to get someone who will work on an amicable resolution to this.

  

  Business response

  09/05/2023

  Dear Better Business Bureau,
  
  Were sorry to hear about ******** experience with us. Our management team, has been working with ******* to make things right. We will continue to work with ******* until we come to a mutual agreement. 
  
  

  Customer response

  09/07/2023

   
  Complaint: 20554798
  
  I am rejecting this response because: no one has been in contact with me since the Senior Director if Operations ultimatum, which I let her and the *** know that was not acceptable. I would like for someone to reach out to me and actually continue to work with me. This is a line and their attempt to look like they are working with me still, they are not. I am still open to working towards figuring this out. I am available for a call anytime. If I cant take the call Ill call you back or you can email me anytime and Ill respond within 24 hours. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/18/2023

  Dear Better Business Bureau,
  

  We have been actively engaged in ongoing discussions with ****************** over the past few weeks, presenting her with a range of viable options. Our dedicated management team remains committed to working with her, and will do our best to reach a mutually satisfactory resolution.

  Customer response

  09/19/2023

   
  Complaint: 20554798
  
  I am rejecting this response because its lies. They have not provided me with a range of options they allowed me to look at the same options they gave us before that we told them we were not satisfied with. They have refused to talk to me about any other compromises and they have refused to state why. They have failed to give the additional information I have asked for several times and are continuing to not work with me.

  I feel the compromise I have offered is extremely fair as Im willing to pay for the entire video portion of the package without any additional work, as long as its in something I can play, which if they can tell me the format I can tell them if I can play it. Otherwise I would like to know: 

  1. why they are refusing it? 
  2. what are they willing to offer, that is more agreeable than no access to our video or $500 refund for them sending employees who drank at my wedding and didnt get the shots we wanted Etc.
  3. If any compromise includes the raw footage we need to know what format it will be in so we know we will be able to play it. 

  Thank you for your help. 

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

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired George street to provide photos of our wedding in June **** and paid the deposit and signed the contract on July 9 2023. Since that time we have had them cancel the original photographer and two more in the space of a month and half . When we asked how can make sure we will have a photographer in June of **** they said they could not promise us that we would.

  

  Business response

  08/30/2023

  Dear Better Business Bureau,

  Were sorry to hear about ************ experience with us. Our manager, has been working with *********** to make things right. We will continue to work with *********** until we come to a mutual agreement.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  George Street initially presented ** with a photographer that we fell in love with and booked. Two months ahead of our wedding we were informed that our photographer was no longer available. We were provided back up options to review. However, we made it clear that none of the back up options provided were up to par with our original photographer. George Street is now refusing to pay back our deposit of $864. George Street is responsible for providing a photographer at the same quality or better than our originally scheduled photographer, of which they have been unable to do so.

  

  Business response

  05/05/2023

  Dear Better Business Bureau,

  
  Were sorry to hear about Daryas experience with us. Our manager, has been working with ***** to make things right. We will continue to work with ***** until we come to a mutual agreement.
  

  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 10, 2022 was my wedding day. My photographers **** and ***************************** were so good. As for Luana, my videographer, she was almost an hour & a half late! BOTH of my photographers pointed it out to me when I thought the entire time she was in the ****** suite, it was between 2:15-2:30 & she was supposed to start filming the groom at 1:00. Right as **** was about to call the emergency line, she walked in. I called Monday & spoke with someone over the phone (as told by **** to do) & they credited me a free 10x10 photo album. Later I received my sneak peak video. I was not happy AT ALL. It didn't include ANY of the footage I thought I would have (see email screenshots for full details). After speaking with ****** (very sweet & understanding), she got with ******, they agreed to let me have a free (longer time frame) revision. The revision confirmed it was worse than I thought. Spoke with ****** again & they let me have the raw footage so I could see for myself what they had. Was told it could take up to 30 days to get in the mail. Which I received in less than a week (not a good sign). It showed no footage of my *********** dancing with our guests. It didn't show my ************* mothers dance AT ALL. There was a 30 sec. clip of the music starting & him going to get her, then she stopped recording. These are moments I can NEVER REDO!! I emailed them & requested to speak with ****** with no response. I called and was told ****** was gone to lunch that she would call me back. A month went by before she called to check on everything & that's when I said on Thurs. 4/6/23 I wanted a refund! She said I would be contacted within 2 days, didn't hear from her until I called again Wed. 4/18/23. Manager ****** didn't respond until today Thurs. 4/27/23 saying they wouldn't refund me. They'd only give me a canvas worth $150 or continue editing my footage! My footage looks like a *************************** episode because she only recorded ONE DRUNK PERSON THE ENTIRE TIME!!!!!!

  

  Business response

  05/03/2023

  Dear Better Business Bureau,

  
  We were disappointed to hear ****** experience was less than satisfactory. We will continue to work with ***** until we come to a mutual agreement. 
  
  
  

  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to a Sales Rep from George Street who set us up to move forward. The sales rep then confirmed that our photographer was booked (photo included). We then scheduled three VALID dates to do engagement photos. As these dates were approaching, we did not hear back on the status of confirmation. I then started calling customer service to resolve any issues. The first contact attempt I found out that the photographer we wanted was not even scheduled yet! After numerous attempts to contact customer service after that, I kept receiving word that the photographer was not able to confirm any engagement date despite us choosing valid/open dates available. After 4 or 5 attempts, I finally received word that the photographer we wanted is unable to help us out and the company is trying to change our photographer. We do not want to move forward with someone that we did not want to choose initially. As this all unfolds, the company refuses to allow us to speak to a manager to explain our situation to receive a refund on our $500 deposit. The poor customer service and lack of communication within the company has been challenging and extremely frustrating to say the least.

  

  Business response

  03/28/2023

  Dear Better Business Bureau,

  
  We were disappointed to hear ******** experience was less than satisfactory. Our management has been in communication with ******* to discuss this matter further and we have come to a mutual agreement.

*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. ↩