ComplaintsforMom365

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I keep emailing this buiness I am trying to get copies of my babies pictures I have 3 kids whos baby pictures got accidentally thrown away I have been reaching out for the company for help they are over priced. Trying to charge me 234 without tax and shipping each digital album for each baby I spent so much with this company with all 5 of my kids. For this company to treat me like this I have emailed many times asking for an offer code I used to get offers. But now when I need them. They wont help out.. I spend hundred with them to be treated like this..

  

  Business response

  10/01/2024

  We have responded to all 5 inquiries from this customer. Their Baby portrait pages have been available to view since 9/6/2024 1:52:31 PM. With our eComm and Baby Portrait Page migration, we uploaded sessions in groups. 2014 & 2015 were the lasts groups to be migrated.
  
  The customer is signed up to receive marketing emails with any discounted offers we have at this time. 

  Customer response

  10/01/2024

  Complaint: 22279764
  
  I have reviewed the business' response and am rejecting it because:
  
    I am asking to repurchase what I have purchased from them before. I am a customer for years I am asking for a discount to repurchase all the pictures I am not asking to view them I got discounts emails before and now that I need to replace the pictures. They wont help me???  Mom365 should be ashamed  spend too much and now they wont help me replace the pictures I dont want to view them I wanna repurchase them!!! But I already done spend hundreds on them and they not top quality the least you can do is offer  the same price as the email you used to email me  for *****. Or ***** per digital. File and I will repurchase all files . I have previously purchased from you guys and been a customer for years. I spend hundreds to be treated like this..  ***** is more than reasonable for replacement of the pictures  that I already spend hundreds on .
    
  Sincerely,
  
  ***** ****

  

  Business response

  10/01/2024

  Mom365 is not obligated to provide a discount. As mentioned in our initial response, the customer is signed up to receive marketing emails regarding any current discounts we may offer.

  Please note that the promotions referenced in the screenshots of the emails sent in 2022 are no longer valid.

  Customer response

  10/02/2024

  Hello you guys closed my complaint  I was complaining because the company wont replace my pictures that I previously purchased from them at a reasonable price I have payed hundreds before and want to repurchase digital pictures from them for all 3 kids I find them charging me over 600 is unacceptable. Where they had send me emails before for promotions with ***** per digital. So I have 3 kids Im trying to replace their pictures.      The company is such a rip off

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my baby in November 2023 and I had them come in to take pictures. We paid them in full almost $230 to take pictures. They sent me a link and I am unable to get into the website. We Googled their phone number that we saw on H363137**3238313831H but it was disconnected. They have a contact us page on their website and it didn&#**;t work. I attached the photo of the card and checked my spam in my email but no results came of this. I don&#**;t know what else to do except contact my lawyer. I would like to get the photos I paid for or to get a refund.

  

  Business response

  08/26/2024

  We had recently migrated our systems to a new platform and eCommerce site and unfortunately, we are still experiencing some technical issues with the FREE Baby Portrait page so that customers may access their Digital Products. We hope to have the issues resolved soon, but do not have an eta at this time.
  
  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. 
  
  Customer reached out to us on 05/22/2024 to which we responded on on 06/02/2024 with the direct links to the customers digital products (See attached Zendesk Ticket #*****). The customer did not access and/or download either link sent in that response.  The customer reached out to us again in a new inquiry, however, never replied to that inquiry as it instructs them to do so if the steps provided do not solve their issue. There was no prior inquiries sent to us from the customer prior to 05/22/2024..
  
  We have sent another email to the customer today with the same links. They need to locate that email and access/download their Digital Proucts via those links.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried 2-3 times to purchase my sons pictures online and sent several emails to the company with no adequate response. I have been receiving emails everyday about getting 50% off photos and to purchase them before the pictures are gone. Every time I click the link to purchase no pictures are found. This is so frustrating. I keep getting this error message PAGE NOT FOUND We cant seem to find the page youre looking for.I just want to purchased my sons pictures before I cant. My informations is as follows:Sons name: ****** ***************************** *** date of birth: 12/15/2023 Place: ***************** ******** ** Moms name: ************************ Dads name: ****** ***************************** Sr. ***** address given: ******************* Access code: Guest Access CodeCode: bx75bmktJ78zC9bH Mom365 Account: *************** Password: XenwxA02

  

  Business response

  07/11/2024

  We do apologize for the delay in the client has had accessing their FREE Baby Portrait Page. We have recently migrated our systems to a new platform and eCommerce site and unfortunately, are still experiencing some technical issues with the FREE Baby Portrait pages. The client can now access their FREE Baby Portrait Page to view their images and place an order.
  
  We have replied to the Clients inquiry with detailed instructions on how to access their FREE Baby Portrait Page.
  
  Again, we do apologize for the delay.

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 1st 2024, we had our newborns photos taken in the hospital. We received an email on June 3rd that the digital products would be delivered and I was charged $157.28 for a Bronze Digital Package shortly after. The email was vague, stating that would be delivered by June 24th for Photo products and digital would be delivered to email and/or phone with a link. The link and photos were never released so on June 26th I sent a request to customer service about the issue, and a second email with more details related to the issue. On June 28th we received an email from 'customer service' about logging in, which was never the issue and was not what we selected as the issue with the order. We purchased these photos for baby announcements and it is over a month since payment. Please we just want our photos of our newborn.

  

  Business response

  07/19/2024

  Customer ordered on 06/03/2024. Customer sent the ****************** inquiry regarding not receiving their order on 06/26/2024 & 06/28/2024. As is states in the auto-response email that is sent when a customer submits an inquiry, our response time is 5 business days.  We responded to their inquiry from 06/26/2024 within that time frame on July 05. 2024 at  8:33 am (July 4th was a Holiday).
  
  We sent the customer the direct links for their Digital Products on 07/05/2024 (See attached screen shot of Zendesk Ticket # *****). Customer has yet to download their Digital Products from the links we sent on 07/05/2024. Customer needs to locate that email and use the links provided to access their Digital Products. 

  Customer response

  07/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have access to the product purchased. Thank you for the assistance with this matter. We now can enjoy the long awaited photos of our newborn.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a picture book that was supposed to be customized after the birth of my first child. My child's name was spelled incorrectly on the book cover so I emailed them after receiving the book. After week or so of no response I reached out again but still no response. I spent over $200.00 on the book and would like it corrected or my money refunded.

  

  Business response

  07/19/2024

  Customer did reach out to us regarding the spelling of her baby's name. At no point in the inquiries we received on 06/06/2024, 06/23/2024, 07/01/2024.  did they state they wanted a refund.  It does appear that the Customer Support Representative corresponding with the customer either missed the ticket or misunderstood  the inquiry the customer submitted on 07/02/2024 requesting a refund. The Customer Support Representative had already corrected and sent out a corrected Memory Album. 
  
  Customer even states in this ******************** Complaint that they either want the Memory Album corrected or a refund. We did send out a corrected Memory Album. 
  
  Customer has since called in to our ***************** on 07/11/2024, at which time we informed the customer that we would need to receive both Memory Albums back in order to process her refund.  Customer called back on 07/16/2024 letting us know they had just shipped the Memory Albums back on 07/16/2024. We have yet to receive the Memory Albums as of today, 07/19/2024.
  
  We will happily process the refund the customers order once the Memory Albums are received.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company is deceptive. They came into our hospital room after I gave birth dressed in scrubs and gloves and asked if we wanted pictures. They appeared to be hospital staff so we agreed. There was no mention that there would be a cost associated. Once they showed us the very emotional slideshow at the end of the process (done to pull on your heartstrings during a vulnerable time, I believe) they hit us with a huge cost. My husband expressed that it was too expensive and he wanted to back out entirely. They made it seem like he couldnt by stating they could figure out something for our budget instead. I reluctantly agreed due to feeling like we had no other option. Instead of showing any sympathy, they just said the price is worth it and cheaper than other professional photographers. The photos were by no means professional, they were disappointing actually. The same day, I emailed their customer service email asking to cancel the order. I followed up and still have not heard anything back and its been over a week. They have a number listed on BBB that doesnt even work so I havent been able to call them after multiple attempts, and to top it off, we were promised the photos within 48 hours and its been over a week and nothing. This company takes advantage of new mothers with their deceptive business model. They should be disclosing that theyre a private company as soon as they walk through the door, and they should provide a handout with pricing so theres transparency. The lack of customer service on top of their deceptive business model is shameful. They should be ashamed for taking advantage of anyone, especially new mothers.

  

  Business response

  07/25/2024

  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. 
  
  Were so sorry to hear of your experience. It is only our desire to enhance your newborn experience, and never take away. Please be assured that we will share your experience as well as your suggestions with the appropriate management team.
  
  We have since honored and processed a refund for the customer.

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had our photos done on 6/15/24. We didn't hear back after they promised we'd receive the photos in 48 hours. So I placed a request with them asking for a refund. Several days after this requestwas placed, we received the email with access to our photos. We were shocked at the poor quality of the images. We have had photos done at the hospital with our older two kids & those photos were excellent. I don't know what happened with this time, but everything was subpar from the high quality we've gotten before. The lighting, the images she chose to capture, none of them are worth the more than $400 we paid. I had already requested a refund when they took so long to deliver (never received a welcome email either) but have not heard back. I'd still like to request our refund.

  

  Business response

  07/25/2024

  Were so sorry to hear of the customers experience. It is only our desire to enhance their newborn experience, and never take away. 
  
  We did respond to the customers request for a refund and spoke to the customer on the phone on 07/19/2024, at which time the customer informed us that they received their package and were returning the package. We received the items today, 07/25/2024 and have reached out to the customer via email to have them call our ***************** so we can proces their refund.
  
  Again, we do apologize for any inconvenience.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I took photos with my baby in the hospital I provided my email address to my photographer and my photographer gave me a moms customer number and I havent received any welcome email address so I submitted a customer support ticket they emailed me back giving me instructions on how to get access to my babys pictures and I followed the instructions on the screenshots they sent me of how to access my babys pictures but its not working when I put in my email address its giving me an error message saying we cannot find any photos for that email address then when I put in my moms customer number in the friends or ********************** part it gives me an error message saying the access code you entered was not found this is really frustrating because I want to place a order to order my babys pictures but I cant and nobody is helping me out I received instructions on how to get access my babys photos but its not working then I replied back to the email with the screenshots I had to show its not working like the email told me to do but I havent received a response and it been a 2 weeks since I been trying to get help locating my babys photos and so far I havent been assisted on it they keep sending me the same email response over and over again on how to get access to my babys pictures and when I reply back to them letting them no nothing is working I get no response at all so I seriously need help in locating my babys pictures so I can place my order for them! Now Im filing a complaint against them because they have my pictures and their not trying to respond back to me on how to get access to them nor they are trying to help me theyre not getting back to me at a timely matter and Im just sick of waiting they have no customer service number or anything for me to contact them so Im filing a complaint against them!

  

  Business response

  07/15/2024

  We did indeed correspond with the customer on 06/28/2024 letting them know we had yet to receive their photos from their photo session.
  
  While we do understand the inconvenience, from time to time, various circumstances prevent us from being able to upload sessions in a timely manner.  We apologize for any inconvenience this may have caused. 
  
  The system had not transmitted to corporate since 06/11/2024. This was due to not having internet access to upload the accounts to corporate. We also no longer had a photographer in the hospital after the customers session was taken. There are no photographers close to the hospital that we could send to go in and upload those sessions. 
  
  The issue was escalated to the District Manager, however, the closest photographer was over 2 hours away. An Area Manager drove to the hospital on Saturday 7/13/2024 and uploaded the cart to corporate.  The FREE Baby Portrait page for their session was uploaded to the www.mom365.com website on 7/13/2024 2:37:26 PM. The customer has since received their Welcome email and has logged in to the FREE Baby Portrait Page. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had newborn photos taken in the hospital on 6/18. At the time I paid for the silver digital package. I received the welcome email the following day but now 4 days later still do not have download access as was promised. Emails to the company have not been answered.

  

  Business response

  06/21/2024

  Customer emailed on Wednesday 06/19/2024 which came in at 4:03 am our time (**). **************** available from 8:00 am - 4:30 pm (**) Monday - Friday. Therefore , it had not been 48 business hours from the time they emailed. 
  
  Their account transferred in to us on 6/18/2024 10:52:33 AM (CT). Their Credit Card approved 6/18/2024 11:40:22 (**). As it states on the Leave Behind Card, the photographer should have given them, it takes 2 DAYS from the date the photographs were taken to receive access to the FREE Baby Portait page and any Digital Products.
  
  Their FREE baby portrait page has been available for access since 6/19/2024, the  Digital images have also been available to download from their FREE Baby Portrait Page since 6/19/2024.
  
  Customer sent a 2nd email today, 06/21/2024, at 9:34 AM our time (CT), to which we responded today, 06/21/2024, at 10:04 AM (**) letting them know that their FREE Baby Portrait page is indeed available for log in and that their Digital Images were also available for download. We also, as a courtesy, provided access to all 12 images on their account, vs. the 8 that came in their package. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Mom365 never provided the digital photos that I paid for. We have contacted them numerous times to no response. Looks like we arent the o my ones. At this point, we want a full refund.

  

  Business response

  07/09/2024

  Customer did send in 2 inquiries one on Jun 18 2:25 pm (CT) and again on Jun 19 8:17 am (CT) , to which we indeed replied to them on Jun 21 4:28 pm (CT) providing them instructions on how to log in and access their Digital products.
  
  The email on the account is different than the email on this BBB Complaint. Customer needs to use the email provided at bedside during their photosession to log in to their FREE Baby Portrait Page and access their digital products. If they would like a refund, they need to submit another inquiry requesting so.  If they access and/or download any of the Digital images, the package will be non-refundable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩