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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/19/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had newborn pictures done at the hospital and ordered the digital package on 01/31/2025. We were sent the link promptly, however there is an issue and not being able to download the pictures. I submit a ticket in 2/5 and my husband submit a ticket on 2/7, unknowingly that I already had. The auto response ticket does say there are higher than normal ticket volume, so expect a 5 business day delay. I also called their customer service number from their website and I was told that it was an IT issue and she didnt know what exactly happened and she was submitting to IT to fix ****. Now, when I call to follow-up, theres no answer or wait time, and I have yet to hear anything back on the submit tickets. Its 10 business days from my initial request and I still cant send out newborn announcements and just need the pictures to be downloadable.
Business response
02/24/2025
Were so sorry to hear of the customers experience. It is only our desire to enhance their newborn experience, and never take away. We have since resolved the technical issue with the customers order. Our IT department has addressed the issue and the order has since been processed (customer had not been charged prior) and the customers Digital Products have been uploaded to their FREE Baby Portrait page and they have since accessed and downloaded.Customer response
02/24/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *****Initial Complaint
01/08/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I've taken hospital pictures for my newborn and it's been in transit for over a week. It's really hard to get in contact with customer service and the tracking number is giving me the run around as to where it's located.Business response
01/13/2025
Thank you for sharing your feedback. We would like to clarify the timeline of events regarding your order:
1. Your first inquiry was submitted on January 8, 2025, at 11:57 AM.
2. We responded promptly to your inquiry on the same day, January 8, 2025, at 12:06 PM.
3. Your package shipped on December 31, 2024, which was within the stated processing time.
4. As of 01/09/2025, it had only been 7 business days since shipment. Please note that **** estimates delivery can take up to 21 business days, particularly during the holiday season and in light of weather-related delays.
5. Additionally, there have been recent **** closures due to holidays, including today in observance of President ******** memorial.
We understand your frustration with the delay in receiving your package. However,we are unable to process a refund at this time for an order that has been shipped and is currently in transit. Once the package has been returned to us,we will gladly issue a refund as stated in our policy.We appreciate your patience and understanding as **** works to deliver your package. Please dont hesitate to reach out if you have further questions.
Initial Complaint
01/06/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
-Price on the receipt showing the charge to our card is different than the price charged on the receipt emailed to us from the company.-Price charged for the package is different and higher than the amount for gold and silver packages as shown online.-Regarding the refund, a *** informed me to continuing trying to reach them yet when tried to reach them numerous times the line rang once then hung up on me, on nonholiday business hours.-The company informed me about calling them for the refund but also about mailing. Instructions appear redundant and complicated.-Package mailed to us hasn't been opened.-Info pasted below are the complaints/questions that I initially email the company about:-Receipt for ****** paid does not show the 25 percent "bedside discount" the photographer told us about -Receipt shows silver package but after checking online the silver package is way less than what we paid but the gold package seems to be what we paid for which is still less than what we were charged.What happens if we cancel? Any refund or what exactly? We did not download the slideshow and did not receive any prints yet.-Receipt is attached to this medians is the exact paper provided to us by the photographer. The photographer's toner must've been low because this is the exact receipt appearance.Business response
01/13/2025
It is 25% cheaper to order at bedside than it is on our website, its not an additional 25% discount deducted from their bedside order.
The package they ordered is Silver Package, includes 8 portrait sheets, 8 downloadable digital images and a slideshow. This particular package is ONLY offered at bedside, this package is NOT offered on our website.
The package they are referring to on our website it the Silver PRINTS package. Yes, it is less than the Silver Package that you ordered at bedside, however, it does not include the 8 digital images or slideshow.
The return instructions to return the physical products are very simple, mail the items back to us to the address provided. Once received, we can process a refund for the items that you return.
The Digital products have been accessed/downloaded, therefore they are non-refundable.
Our Gold package is $339.99 online. This is 12 portrait sheets, Digital download and slideshow.
Our Gold Digital is $255.00 online. This includes Digital Download and Slideshow. This package does not include any physical prints.
Our Silver Prints package is $159.99 online. THis package ONLY includes 8 portrait sheets. No digital products.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. IBusiness 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.
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Contact Information
Customer Complaints Summary
147 total complaints in the last 3 years.
78 complaints closed in the last 12 months.
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