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ComplaintsforGaines Photography
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Complaint Details
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Initial Complaint
01/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
In September 2021, I ordered a package of school photos through the Village of Orland Park preschool for my four-year-old daughter. The particular package I selected (Package D) was listed as a “composite memory mate” that purported to include, among other items, an “8 x 10” group photo” and “ind. photo” of my child. Nowhere in the order form was it made clear that the “individual photo” referenced was a small photo of my daughter printed on her class photo and not a separate 8 x 10” individual photo. Upon contacting the company I was only given the option to separately purchase another 8 x 10” individual photo for $15, even though the package I purchased was $28 and misleadingly suggested that I would be receiving this very photo. While I initially paid the $15, I requested a refund immediately upon seeing that the language of the form suggested that I should have received an individual photo as part of my selected package. Although the money was refunded the company refused to send me an individual 8 x 10” photo of my daughter. I sent multiple communications to this company explaining the situation and even offered to pay the price difference of my package and a package that would have contained the individual 8 x 10” photo of my daughter that I wanted. The company’s contact, **** *******, wholly disregarded these emails, leading to this complaint being filed. I am still willing at most to pay the difference between the $28 I paid for my photo package and a different package that would have included the picture of my child that I specifically wanted, but it is patently unfair to request that I pay a full $15 in addition to my having purchased an entire photo package due to the unclear and misleading language on the company’s order form. I have worked with other Illinois-based school photo companies in the past for my children and have never encountered such a misleading order form or such poor customer service.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.