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Complaint Details
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Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a bronze package January of 2023 for my newborn and its now December 9 2024 and I have YET to receive my photos that I paid $216 for. I have tried calling before and I even sent an email to customer care and still never heard back. Couldnt even download my images. I was pretty much robbed of my money and till this day it upsets me sooooo much. I wish I could just get my money back. These were pictures for my last baby I planned on having and these were special to me. I
Business response
12/10/2024
When COVID hit; in an effort to provide the best customer service to our new moms and families, we set up email to assist with all cusotmer inquiries and concerns. We do not have a direct customer service line to reach our offices at this time, nor did we back in 2023. So, we're not sure what number the customer had been trying to call. We've also researched our eMail archives and could not locate any correspondence from the email address on this complaint and/or on the account.
We apologize that the customer has not received their order as of yet. According to the shipping time frame, the package should have been delivered. We would be happy to ship a new package to the customer right away.
We will reach out to them via our ******* ticketing system so that we may verify their shipping address before we reship a new package.
In regards to their Digital products, the email with the links to their Digital Download and Shareable slideshow were indeed sent to the email address on this thread on 1/28/2023 3:49:35 PM (Digital Download email w/ link) and 1/28/2023 3:49:36 PM (Slideshow email w/ link). We do know that gmail is notorious for flagging our emails as spam and/or junk, therefore, the customer may have missed those emails if they do not check their spam and/or junk folders often.
We now have a new platform and eCommerce site for customers to view their FREE Baby Portrait Pages and access their Digital Products. Upon research, we found that the cusotmer has never logged in to the new platform. All the customer needs to do is log in to their account at ******************************************** using the email address on their account to set up a password. They can then log in and download their Digital Images from their FREE Baby Portrait page.Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased three sets of digital photos from mom365 when my twins were discharged from the **** on March 27, 2024. These packages cost me $174.87 with a promo code given by the photographer. Before purchasing the photos it states you will receive a black and white version of each photo along with the color version. In total I should have received 36 photos(18 color photos and 18 black and whites photos). I only received the 18 color photos. I have attempted for months to get the black and white photos with no response from the company or a message that states You may or may not know that, Mom365 recently launched our new eCommerce platform on February 26, 2024. During this exciting transition, we encountered some unexpected hurdles in migrating digital product purchases for our cherished customers, including yourself. ******************** and foremost, we want to extend our sincerest apologies for any inconvenience or frustration this may have caused you. Your satisfaction is of utmost importance to us. Our IT team is working on correcting the Black and White image issue and should have a resolution soon. Appreciate your patience,*** Mom365 Support StaffNow every time I try to email them the only response I get is a ***** email about resetting my log in. The black and white pictures are still not in my photo portal. I would like half of my payment back or the photos I payed for over seven months ago now.Business response
10/29/2024
The Black and white images are indeed accessible and available for you to download. You will need to log in to your FREE Baby Portrait Page; beneath each image is a PINK download button. Once you click on that PINK download button, you will see the option to download either in Color or in Black & White.
You can also click the button at the top that is labeled Download all images. This will download ALL images in Color and Black & White via a ZIP file.
See attached screen shots for reference.
Customer response
10/30/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* ********Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order in the hospital and have not received photos or response to emails from company.Business response
10/21/2024
Customer did submit an inquiry on Friday, October 18, 2024 10:16 AM (**). While the automated response does state 3-5 business days, we generally respond withing ***************************************************** Holidays.
We absolutely understand what an exciting time this is for families. It is only our desire to enhance their newborn experience, and never take away.
We have recently migrated our internal systems to new software and are still experiencing some technical issues with Digital Products auto-loading to the FREE Baby Portrait page so customers may access their Digital Products. We hope to have the issue resolved soon, but do not have an eta at this time.
We have updated the customers page making their Digital Images available for download and sent a new notification. We have also provided them with the direct link to their Slideshow (Same link that would be listed under 'Your digital products').
We do sincerely apologize for this delay and any inconvenience this may have caused. We are working diligently to resolve all issues with the new tools we have implemented.
Congratulations on your new arrival!
Best,
Mom365 *************Initial Complaint
10/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We purchased a set of photos from Mom365 and were charged over $250 for digital downloads that were promised to be delivered within 2-48 hours. We have the proofs but the digital pictures arent available. We sent them an inquiry form and got a standard we will get back to you in 5-6 business days.Business response
10/21/2024
Customer did submit an inquiry on 10/17/2024 at 11:39 am (**). While the automated response does state 3-5 business days, we generally respond withing ***************************************************** Holidays.
We absolutely understand what an exciting time this is for families. It is only our desire to enhance their newborn experience, and never take away.
We have recently migrated our internal systems to new software and are still experiencing some technical issues with Digital Products auto-loading to the FREE Baby Portrait page so customers may access their Digital Products. We hope to have the issue resolved soon, but do not have an eta at this time.
We have updated the customers page making their Digital Images available for download and sent a new notification. We have also provided them with the direct link to their Slideshow (Same link that would be listed under 'Your digital products').
We do sincerely apologize for this delay and any inconvenience this may have caused. We are working diligently to resolve all issues with the new tools we have implemented.
Congratulations on your new arrival!
Best,
Mom365 *************Initial Complaint
10/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered digital prints on 10/9/24 while in the hospital. The photographer promised a link would be sent in 48 hours to download the pictures I paid for. The link never came. I have reached out to customer service numerous times with no response. I am expecting the photos Ive paid for or will look to seek legal action. I also will let the hospital where delivery occurred know about fraudulent activity on this companys behalf. Send me my photos (8 digital pictures) or I will pursue this even further. ***** is customer service request numberBusiness response
10/17/2024
Customer submit an inquiry on 10/14/2024. We responded to that inquiry today, 10/17/2024 at 10:22 am (CT) (see attached Zendesk Ticket). Unfortunately, the customers credit card declined and we have been unable to process their order.
They need to contact the # provided in the Zendesk ticket to resolve issue with their Credit Card (# blocked out on screen shot for security purposes).Customer response
10/17/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID 22434656 and am satisfied with this resolution. It is unfortunate that I had to reach out with no response until BBB was involved. The representative stated that the issue with my card was due to it declining, but used the card throughout the day before and after. Please Mom365 improve communications with your customers.
Sincerely,
Krystal HornInitial Complaint
10/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 10/10/2024 a Mom365 photographer took photos of our newborn and we purchased/paid for digitial downloads at that time. After returning home, we received an email providing instructions to set up an account and view the photos. Which we did. However, there is no download link provided. We submitted a customer service email request several days ago but have not heard anything back. It is frustrating to have paid for a product that is not available to us.Business response
10/17/2024
Customer has submitted inquires with the email on this thread and from the email on their account. We did respond to the inquiry from the email on this thread that was submitted on 10/13/2024 today at 6:37 AM (CT) (See attached Zendesk Ticket).
The customer needs to log back in to the Baby Portrait Page. Once logged back in they will see pink "dancing" icons beneath each image to download in Color and Black & White. Also, at the top of the page, there is a BIG PINK Button labeled "Download all images".Customer response
10/19/2024
The photos were taken in the hospital on October 10th. I received an email with a link to the photos on October 10, however there was no option to download the photos that I paid for on October 10th. On October 11th, I emailed the company notifying them of this problem. On October 13, I sent another email to the company requesting assistance in getting the link to download the photos I had paid for on October 10. On October 14th I received an email reply that they were in the process of migrating their website and it could be up to 5 business days before they replied to my inquiry. On October 16, I sent another email to the company requesting assistance and filed my complaint with the Better Business Bureau. It was only after I filed my complaint with the BBB that I received a link from the company to the webpage where I could download the photos I had paid for. Since I have received the product I paid for, I am closing this complaint. However, I would not do business with this company again.Customer response
10/19/2024
Better Business Bureau:
The photos were taken in the hospital on October 10th. I received an email with a link to the photos on October 10, however there was no option to download the photos that I paid for on October 10th. On October 11th, I emailed the company notifying them of this problem. On October 13, I sent another email to the company requesting assistance in getting the link to download the photos I had paid for on October 10. On October 14th I received an email reply that they were in the process of migrating their website and it could be up to 5 business days before they replied to my inquiry. On October 16, I sent another email to the company requesting assistance and filed my complaint with the Better Business Bureau. It was only after I filed my complaint with the BBB that I received a link from the company to the webpage where I could download the photos I had paid for. Since I have received the product I paid for, I am closing this complaint. However, I would not do business with this company again.
Sincerely,
Lynn JuettInitial Complaint
10/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The photographer came In my room while my child was having surgery , and I was there less than 12 hours after giving birth so we told her to come back. She came back when he was in the room, and told us about the pictures. I was planning on getting newborn pictures taken elsewhere, and the lady convinced us to buy the package with the slideshow and digital download link. She told us we would receive the download link within 24 hours , but if not then 48 hours after purchasing. The same night I received an email showing me proof that I purchased the items and a receipt. The next email told me to set up my account, which I did. When I logged onto my baby page, its showing the pictures that were taken but instead of the download link its telling me to order and pay even though I already ordered and its been more than 48 hours. I sent an email with no response. When I click on orders, it doesnt even show my order in the system or a download link. I would like the pictures I paid for. I spent more than double what I wouldve paid for when I was planning on getting my newborn pictures taken in a studio :Business response
10/17/2024
First we would like to apologize for the misinformation the photographer gave the customer. The customer should have been informed that it can take up to 48 to 72 hours AFTER their Credit Card approves for their Digital Products to be accessible via their Baby Portrait Page. Please be assured that we will reach out to the photographer, and this will be handled appropriately.
Customer did submit an inquiry on 10/13/2024 & again on 10/15/2024. The ticket from 10/15/2024 was merged on to the ticket from 10/13/2024. We did indeed reply to the ticket from 10/13/2024 on 10/16/2024 (See attached ZenDesk ticket).
Customer has since accessed/downloaded their Digital Images.Initial Complaint
10/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had my baby 10/10/2024 and the photographer came back 3 times to take pictures. As it is my first baby I decided it would be okay to purchase the overpriced mediocre 8 photos for 190 dollars. I need my money back and they need to be dressed like an outside company not like hospital staff. Such a scam and mom365 should be ashamed as theyre comfortable essentially stealing from families that already have a financial burden after birth.Business response
10/17/2024
We do apologize for the confusion. Our photographers do wear Purple smocks/scrubs (not matching any other hospital department) and have the Mom365 Logo present on the front of the *****/scrub top.
Regretfully, the customer has already accessed/download at least 2 of their digital images. Once the images are accessed/downloaded (individually or via ZIP File), they are non-refundable.
Again, we do apologize for any confusion.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter was born on *************** over a years ago. First I had trouble logging into mom 365 I emailed the company and was able to login. Since then I've sent several emails, called ***** number I could find associated with mom 365 none of the numbers I've called are even connected. I've contacted the hospital that my daughter was born at and one of the nurses has personally tried to access my daughters pictures and she's been unable to access them as well. I've never gotten the chance to place and order, because I haven't even been able to see the photos. But I do think it's very unprofessional a company/business will take people's money and not respond to them or have a way for their customers to make contact with them. I would just like to view my daughters pictures. It's crazy to think if I want any of the pictures I have to deal with this company. That being my only option if I want the very first pictures of my only child.Business response
10/17/2024
In an effort to provide the best customer service to our new moms and families, we have set up email to assist with all your questions and concerns. We apologize that we do not have a direct customer service line to reach our offices at this time.
We have received inquiries from this customer on 03/12/2024, 03/24/2024 & 06/21/2024 which we have indeed replied to 2 of the inquiries (the one from 06/21/2024 was merged on to another ticket). See attached screen shots of the ******* tickets and the time stamps of our responses.
The cusotmer has not ordered with Mom365. The customer has yet to go to **************************** and log in. They need to go to **************************** and input their email address to create an account as we have instructed them to do already.Initial Complaint
10/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had our photo taken last Friday October 11, ******************************************************************************************************** just a few hours. We expected it to be sent within the day as what they told to us and yet up until now the photos that they sent us has watermarks and cant be downloaded but We paid around 252$ for this digital products and we are disappointed.Business response
10/14/2024
We sincerely apologize for the misinformation provided by the photographer regarding the availability of your digital products. This will be addressed accordingly.
Due to our recent system migration, the processing timeline has changed. Photographers should now inform customers that digital products will be available within 24 to 48 hours after payment is processed.
We have checked your Baby Portrait Page, and we’re pleased to inform you that the digital download is now available. When you log in next, you should see pink "dancing" icons beneath each photo. These icons allow you to download your images individually in both Color and Black & White. Additionally, there is a big pink button near the top of the page (beneath the tab with your baby's name) labeled "Download All Images." This button will enable you to download all images in a ZIP file.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.Customer response
10/14/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID 22417814 and am satisfied with this resolution.
Sincerely,
Sheila Brennan
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Contact Information
Customer Complaints Summary
146 total complaints in the last 3 years.
81 complaints closed in the last 12 months.