ComplaintsforWagner Portrait Group
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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered basketball pictures from my sons high school ********* should only take 7-10 business days to receive n its been a month today n I still dont have them. When I call the number, it just rings n no one answers.Business response
03/26/2024
*******,
It was a pleasure speaking with you! As we discussed your order initially shipped out on 2/23/24. It appears your order was lost in transit since you have not received it yet. We are reprinting your package for you and you should receive in 2-5 business days.
We appreciate your business!
If you have any questions or need assistance in the future please contact our customer service team @ **********. We would love to help! :)
******* Wagner
Customer Service Supervisor
**********************
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 12th I ordered my son's soccer pictures from ****** for $73.47. I did the pick 4 and did the premium retouching. I called and sent several emails. I would not get a response or I would get a response that says this is our busy time we will get back to you soon. Finally, on November 2nd, I received a response from ********* ******* saying please respond to this support ticket if your issue has not been resolved. Tried to respond and it said the page could not be reached. I received my pictures in the mail in late November, it was not what I ordered and it did not have the premium retouching. I reached out no response. On August 29, I purchased my son's school picture from ****** for $73.02, same package with premium retouching. I did not receive them, I reached out no response. I still have not received the.Business response
01/15/2024
********,
It was a pleasure speaking with you, and I appreciate the opportunity to get this resolved for you! It seems there was a technical issue happening within our online ticket support system that prevented our team from seeing your replies. We apologize for the inconvenience and will make sure we get your order shipped to your home address! I will also make sure that the retouching you ordered is applied properly. In addition, I will email you a discount if case you would like to order more in the future!
******* ******
Initial Complaint
08/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I originally placed an order with this company on 7/15/22. The initial order came wet and bent. I reached out via email and received a phone call the very next day. The lady I spoke with assured me she would resend them, in a better envelope, and expedite it since I was hoping to take them out of town. Fast forward to the beginning of August, back from our trip, and still no pictures. I reached out again and was told they shipped out on 8/9/22. Obviously much last the timeframe I was told. This time when they came, not only were the bent, but the pictures were not cropped or anything. I reached out again with no response. I then called the office and spoke with a supervisor who assured me she would reprint asap, and I could pick them up at their office. She also stated she would email me all of the info. I never received such email. I then called the office back on 8/22/22 and spoke with *****, who had no idea the status of my replacement. She assured me I would hear back from her the same day or the next. Ive yet to hear anything. I want a full refund, as well as the pictures I ordered. I would like them done right.Business response
09/07/2022
*******,
Thank you so much for bringing this to our attention. We are replacing your prints with upgraded shipping, you should receive your refund within the next 3-5 business days. Please feel free to reach out to me directly if you have any questions or concerns, we really appreciate the opportunity to make this right.
******* Wagner
********************
Customer response
09/07/2022
Complaint: 17764469
I am rejecting this response because:
Although I appreciate the fact that you are reshaping these, I was told I could pick up in the office to avoid the prints being bent again. Also, I would like a full refund, as previously stated. Thank you.
Sincerely,
*****************************Customer response
09/16/2022
I have received the replacement photos. However, I have no received a full refund, as promised.Customer response
10/03/2022
Yes,
I have received a refund.
Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother and I ordered digital downloads for my son's senior photos. The photos were taken against a green screen and a blue screen. My son was wearing a blue suit and has blue eyes. When they removed the screens to place the gray background on 2 images they removed too much blue making the suit and his eyes look gray. I requested the 2 images to be corrected. When I received the corrected order they had fixed the blue but messed up the digital work on his hair on all images and left off the retouching I paid for on one. I asked for a 3rd corrected order and still have not received it. 6-23-01 placed the order for a digital download of 5 images with retouching on one image. Total before tax was $214.98 6-25-21 received 1st order with 2 incorrect images 8-3-21 received 2nd incorrect order, all 5 images 8-28-21 was told I would receive new order on 8-30 9-30-21 was told I would receive call with update on 10-1 but did not. Receipt for Order #*********Business response
10/12/2021
Hi *****,
Thank you for bringing this issue to our attention, it is my pleasure to get this resolved for you. We are so sorry for any inconvenience this has caused you, and l appreciate the opportunity to make this right. I have sent over updated images to your email we have on file with our copyright release. Please review the email I have sent to you and let me know your thoughts.
With gratitude,
******* ******
Customer response
10/13/2021
Complaint: ********
I am rejecting this response because: I did not receive an email with the photos as stated by ******* ******. They can be sent to [email protected] or sm*****@charter.net.
Sincerely,
***** *****Business response
10/15/2021
We do apologize, we have resent all purchased downloads to emails provided along with our copyright release. We are so sorry for any inconvenience this has caused, I have also added a credit to your account for the hassle you have experienced. Thank you for bringing this error to our attention.Customer response
10/15/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
09/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered team photos for my girls' ls Field Hockey at Lafayette HS back in August. Received the photos in September and both photos are of the same daughter and have the wrong team. Emailed them on 8/13 with instructions to correct, and zero response in over 2 weeks - even thought email says they will respond in 24 hrs. Tried multiple times to call, but each time, hung up after more than 30 minutes on hold. Today I've been on hold for over 1 hr, and still no response. Customer Service is horrendous!Business response
10/19/2021
Good afternoon,
We are so sorry about your extended wait time, and appreciate the opportunity to make this right. We do appreciate the grace, we have not been immune from the global hiring crisis that has been happening during this challenging time. I have sent this order to be reprinted and sent directly to residence. Please allow up 10 days for that to arrive. Thank you for bringing this to our attention and the opportunity to make this right. Have a wonderful day!
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.