Complaints

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the Deluxe Combination package for a Boudoir Shoot with Jenn Baldwin Photography. I got the pictures done in early November with the known intent of this being a Christmas present. Jenn stated that the 8 x 12 print and album had arrived on 12/3/2023. I asked that it be sent to my house in ** since there was lots of time before Christmas. Its now 12/17/2023 and the pictures haven't arrived. I requested a tracking number x 4 separate times, both over Instagram and email, and have not received one. Jenn has been active online and posting updates, but has not responded with a tracking number. I'm concerned where these personal pictures went and would just like to track them down.

  Customer response

  12/18/2023

  My apologies for the clarification. Jenn received the album on 12/03/2023 (in MA) and stated she was sending it to me that day (in **). It is now 12/18/2023 and I have no received it. There is no tracking number for it.

  Business response

  12/18/2023

  My client had a boudoir session with me on November 4, 2023. She had purchased a Deluxe package which includes; session fee, hair and makeup, online full digital gallery, an album, and a wall art. Purchase price was $1,925. I had received her finished album and wall art in December 3, 2023. I told client (via email) I would mail it to her address in New York on either December 4 or December 5. I mailed said products on December 5, 2023 at a local **** store (Gilbertville, **). When mailing clients products I had mailed multiple other client packages resulting in multiple tracking receipts. On December 14, 2023 client emailed stating she had not yet received her package and wanted the tracking number. I had emailed back stating I would get it to her the next day as I was not at my desk with the tracking number. I had a family emergency and was delayed getting back in touch with client. When I went to email her regarding her tracking I had noticed I was missing 2 tracking receipts from my December 5 drop off. I then went to talk with the post master at post office and expressed my concern that I did not have two tracking slips. Myself and post master have been working on trying to located clients products. I have been in touch with client today (December 18, 2023) via email; expressing my apologies for this mishap and told client I am working on trying to find where her package is. Client had expressed she reported me to BBB; I explained to her that I am trying to find said package. If client does not receive package by Wednesday December 20, 2023 I will issue a refund for her album and wall art (total of $400). Refund will not include price of session, hair and makeup, digital gallery as client had received those products. 

  Customer response

  12/18/2023

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

  Jenn has stated that she would resend a new album and wall art if the items are not received as of Wednesday, December 20th. Those items were $1550, not $400 (as shown in the documents and contract). I expect a refund of $1550, plus the new products. Jenn also told me that she had the tracking number, but stated that she did not have it today. She did not tell me there would be a delay due to a death, 

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

  Business response

  01/02/2024

  I had stated to client I had had the tracking slips; as I thought I had it. It was my mistake that it was not with all my other tracking slips. I had apologized for that. When we had started the conversation about a refund if she had not received her album and wall art by December 20, 2023 I was going to refund her for just the album and wall art and the album (not her entire total- as she had received some of her other purchases). Client is was known of what the refund was going to be as well as I was going to replace her products; she then files with BBB and also with her bank. She is filing multiple disputes on this one matter with different places; I am not refunding client 3 different times, I am also not refunding client $1,550 as that is not the amount of the products that she did not receive. I can not do any refund until all disputes are finalized (the one she filed with her bank has put a hold on any and all funds I make and will not be finalized for up to 90 days). I would appreciate if she would not try and get different refunds from different disputes on this case. In my last reply I had attached clients invoice with the different services and products that we included in her price. Again; she DID receive session, hair and makeup, and full online digital gallery. The only two products she did not receive (due to ****) was her album and wall art.

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