ComplaintsforTSDitto Photography

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 18th,2022, I hired this company to do our family portraits. The photographer quoted me $250.00 for the services, which I agreed too, but as soon as the session was over and money was paid, she said that she would send me the proofs that I could have processed. I was never told that $250.00 would only be for proofs not actual prints. When I told the photographer I felt I was mislead and tricked into paying money for a service that was not clearly explained prior to money being paid, she quickly stated it is in her contract, She never mentioned a contract or has ever given me one prior to me paying her for the photos.

  Business response

  05/26/2022

  I have video proof which shows record of our conversation in our studio of how getting the pictures works. I told her this in person and it says on our website that after the pictures are taken, she can choose which photos she wants to have and sizes/crops she wants which she would have to do through our website. At the time I did not have actual contracts for her to sign because my business has been picking up as of late, I texted her the information of what she needed. I explained this to her through texts as well after the shoot so she was aware of how our printing works. I also showed her my gallery website of how the process work in the studio. Since she did not have a computer, I offered her something I do not normally do which was to offer to put the pictures on a flash drive for her. She wants for me to print the pictures for her at my studio printer, but that is not a service I offer. As I mentioned earlier, their are videos of our verbal conversation and I have text message records explaining all of this. I also received a text from her saying the pictures were beautiful, and she said now were you going to put them on a disc for me and what do you think of ***** printing department. Then she asked how much the pictures were if I do hit the buy button (Referring to my website). She then said, when you get time I would like to come to the studio to select and pick the pictures for the flash drive. So she was aware I would put them on a flash drive. I do send pictures but I only offer 2 4x6, 2 5x7, and 1 8x10 but that comes at an additional fee of $65 but can be more depending on the pictures. I did try to email her through the email I found on my calendar app after the text messages, but that email bounced back so she never received it. I have records of all these exchanges. My business focuses on the photo shoot experience. I always recommend to consumers that they print through me on my website, and explained to her specifically how their can be product issues if she tries to go through ********* or elsewhere due to copy right release. I told her to make sure and please read carefully all the information I send her. I still can mail her the pictures on the flash drive.

  Business response

  05/27/2022

  My evidence is in the form of text messages from the client and surveillance videos that are taken of all activities that take place inside and outside of my photography studio, business.  

  
  

  My evidence proves that per my and Wanakee's verbal conversation, immediately after the photo shoot, and either before or directly after payment the client and I went to my computer and discussed how the download, printing, and shipment process works for the images and photo prints that are taken at my studio.  She stood there and listened, I showed her a demonstration, and she asked questions without any disagreement.  At no point was she tricked or mislead during our entire 2+ hours of time together, where she and her family received the agreed upon photo shoot experience that I have sold to many different clients, from all walks of life throughout my 8 years in business, and almost 3 years of running a brick and mortar studio in the St. Louis Community.  

  
  

  Within 2 weeks after service, she received a link to her own personal gallery, where 134 edited photos were delivered to her.  My website, and the text messages that were sent to her, because she doesn't own a computer, all state that I have a digitally based business, and again everything that I say in the 7 back to back surveillance camera videos support my response her complaint.  I run my business in an honest and straight forward way.  Depending upon the photo shoot experience session,  my clients receive a 90 minute to 2 hour photo shoot, with unlimited poses, unlimited edited digital images, use of unlimited props, lighting, 3 outfit changes, etc.  What other studio does this, (not even ********...)?  Other studios offer a strict time limit and pose count, a hand full of prints, and then send you on your way.  That's not what I do.  I offer an experience to be remembered, and she knew that because we discussed it after she actively participated while having fun, so much to the fact that she hugged and kissed me on the cheek as she left my business, (which is viewable on the last video), while saying that she will always come back to me. 

  
  

  I don't know why she is filing a claim against me.  This is especially sad coming from another business owner.  The link to her photos was delivered to her, and accessible via phone, tablet, IPad, or computer just like any of my other clients.  I don't know if she's used them, or how she may have used them via download to any device, or shared them via social media.  There are too many different ways to use digital images these days.  If she wants her money back for pictures that she/herself  describes as beautiful, then my services are being given away for free, and in fact I would be the one who was tricked.  I promised her a flash drive, as a backup to the online gallery.  I have it, and am prepared to mail it to her.  Our business transaction should be completed now, and was no different than anyone else's, except for she doesn't own a computer, which is not my fault or my concern, and I promised her a flash drive as a courtesy. 

  
  

  Please find the attached screen shot of an excerpt from her text to me, complimenting the pictures and asking about being able to print at a ***** location.  Again, this proves that she was aware that TSDitto Photography does not personally print for customers.  It is offered as an additional service, as explained in my original statement via phone, with ****.

  
  

  I have additional text messages, if you would like to receive them.

  
  

  I will also attempt to attach send the 7 surveillance videos.  If they don't attach properly, I will try to send them via separate subsequent emails. 

  
  

  
  

  Thank you for your time in this matter. 

  
  

  Sincerely, 

  
  

  **** *****  ******************  ************  ******* *********** * ****** * *******  **********  **********************

  Customer response

  06/01/2022

  Complaint: ********
  
  I am rejecting this response because: As I told **** I would have never agreed to the  services if she would have explained the extra fees and/or what was included with the price.As soon as we entered the studio, she set up the props and began to take pictures.I didn’t receive a contract or any verbal agreement. After the photo shoot was over I asked how much and I paid her ,still she didn’t  mention how the process works. So, I asked when would I receive the photos? Then she asked did I have a computer because I could print them out for free,I told her I didn’t have a computer that does that. Her reply was “oh so you’re one of the ones I just put it on the disc for” . Then she shows me the gallery ,She said I have the copyrights to the pictures but don’t get them printed out at ********* because of the quality. She also stated , if I wanted a canvas picture she would have to release the copy rights directly. All of this was verbally said after I paid my money never did she give me a contract. When we left I told my mother  we have to pay for each picture and she said, “that doesn’t sound right, and she didn’t tell us this before”,I said I feel the same way. So, I reached out texted her and said I have some questions . She stated she was at work and would call me after 430. When she called I ,I stated  I paid $230 and I still have to pay for pictures? Then she stated “I’m an digital company and yes you have to pay for pictures. Still no contract explaining how her business work. The pictures took 5 days over the time she said they would be done. Then still not knowing I asked her is ***** a good place to print out pictures it took her a day to reply. Then she sends me a long text message Stating I have to pay her 65 more dollars for the copyright if I want to print them somewhere else. But, She stated after the photo shoot that I own my copyrights and she would place it on a disc. Then she kept responding to text messages being angry unprofessional she also called me after I stop responding to her Disrespectful text. And store yelling to the top of her lungs like I was her child.  So that is when I called you all and filed the complaint. If she was professional and went over her terms and agreements and contracts before we took a photo shoot and before I pay her my money all of this would not be a complaint because it would have all been understood. The pictures were late getting delivered I wanted to do something special for my mother for Mother’s Day but I receive them until the day before Mother’s Day. I had a very bad experience, She was rude disrespectful and unprofessional and I would like a refund and I would never do business with her again or refer her to anyone. I also have witnesses and text messages to Back up every statement that I made.
  
  Sincerely,

  ******* ********* 
  

  
  

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