Complaints
This profile includes complaints for Mom365's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 153 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My son was born on ******** at **********************************. The next day, after no sleep, a photographer from Mom365 offered to take newborn announcement photos to commemorate the birth. She showed us the package and we reluctantly spent the > $200 price tag for 12 digital photos as this is our first child and we wanted to document the journey. Though the company said the photos would be provided within 48 to 72 hours, we have yet to receive a single photo in almost two weeks. I have reached out multiple times and my help tickets have started to be closed by the company without any action or communication to me. I think this company is a scam preying on new parents but at its best we either want our pictures that we paid for or a refund.
Business Response
Date: 03/31/2025
We sincerely apologize for the delay in our response to the customer. While we received their initial inquiry on 03/08/2025, we were unfortunately behind in addressing emails due to staffing challenges at the time. Additionally, on March 14, 2025, severe Midwest storms, including 13 tornadoes in the ********* area, caused a system outage that lasted from March 14 through March 24, 2025. This outage further delayed our ability to respond to customers in a timely manner.
We indeed reposponded to both inquiries and merged them on to one ticket. This may appear to the customer that we "closed" the ticket, when in fact we did not, we just merged them in to one ticket.
The customers digital products were available and accessible for download at the time of their inquiry. The images customers see upon the initial log in of their Baby Portrait Page, are the "Proofs" and do contain a watermark. However, after the customer clicks on the Download all mages button and/or the pink arrows beneath each purchased image and they open the images, they do not contain a water mark.
Customer has since been able to access/download their digital products.Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The date of charge was march 1 2025, I contacted them by email in march 9 2025. And it is march 17 2025 and no response. So I came here cause it seems they actually respond. Still have no access to my digital download. Also dont have any idea what or when my full order has been processed as, because I dont have a receipt or invoice. Was promised digital download + slideshow and Canvas+book+keepsake by the photographer. But so far I dont have access to my slideshow or digital download on 3/17/2025 no way its expired. I received the canvas and keepsake but no book. So I paid ****** for ****** worth of product. The email request is *****Business Response
Date: 03/31/2025
We sincerely apologize for the delay in our response to the customer. While we received their inquiry, we were unfortunately behind in addressing emails due to staffing challenges at the time. Additionally, on March 14, 2025, severe Midwest storms, including 13 tornadoes in the ********* area, caused a system outage that lasted from March 14 through March 24, 2025. This outage further delayed our ability to respond to customers in a timely manner.
We sincerely apologize for the inconvenience experienced. Our goal is always to enhance the newborn photography experience, never to take away.
After reviewing their order, we found that the Photographer did not input an order for the Memory Album. Customer was only charged for the Gold Digital Only Package, Canvas and Ornament.
As a gesture of goodwill, we did provide the customer with a promo code for them to order the Memory Album at no additional cost to them.
We also provided them with direct link access to their Slideshow, which has since been accessed and downloaded numerous times.
Once again, we apologize for the delay in our response and the oversight on the photographers part. We appreciate the understanding.Initial Complaint
Date:03/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 19 of this year, I purchased a digital photo package from Mom365 at the hospital where I delivered my baby. I was informed by the photographer that the package included 4 digital prints for the cost of $145.11. Payment was made on the spot. I asked for a receipt and she told me she was unable to provide one. She showed me the pictures and confirmed my selection of the 4 and also showed me a slideshow she had prepared, which I was given the impression was a bonus. She informed me that I would get a link through which to access the pictures. When I received the link, I was only able to download 1 picture. My husband spoke to the manager about this before we left the hospital and she said she would get it resolved. We waited to no avail. We called several times, most times not being able to reach her, and other times, when able to speak to her, she would apologize and say that she would prioritize our case. Still nothing. My husband has had to go to the hospital twice in search of her. I filled out an email on their website and waited twice the expected waiting time that their site mentions in order to get a response. They ended up refunding me only $55 plus tax out of the $145, claiming that they were only charging for the slideshow, which I was under the impression was an added bonus. I responded and informed them of this and argued that considering the fact that I have had to wait basically 2 months for any progress on the matter, I should have received a full refund. Not roughly a third of it. I have not heard anything back from them since.Business Response
Date: 03/31/2025
We sincerely apologize for the delay in our response to the customer. While we received their inquiry, we were unfortunately behind in addressing emails due to staffing challenges at the time. Additionally, on March 14, 2025, severe Midwest storms, including 13 tornadoes in the ********* area, caused a system outage that lasted from March 14 through March 24, 2025. This outage further delayed our ability to respond to customers in a timely manner.
We sincerely apologize for the inconvenience experienced. Our goal is always to enhance the newborn photography experience, never to take away.
After reviewing their order, we found that the photographer did not select specific poses for the Bronze Digital Only Package, which resulted in you receiving the default pose.
As outlined in our refund policy, we have a strict no-refund policy on digital products. The package they purchased includes 4 downloadable digital images and a slideshow. The slideshow is part of the package and not an additional bonus. They accessed and downloaded the slideshow twice and the default pose five times. As a result, these digital items are non-refundable per our policy.
However, as courtesy for the photographers error, we refunded the cost of the digital images portion of the order, which amounts to $55.00 (the difference between the package and the slideshow). The slideshow, if purchased al a carte, is $79.99 + tax.
As a gesture of goodwill, we will issue a refund for the remainder of their order. Please note, as a result of the full refund, we will need to disable the slideshow and the ability to download any images from their Baby Portrait Page.
Once again, we apologize for the delay in our response and the oversight on the photographers part. We appreciate the understanding.Customer Answer
Date: 04/01/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******-*** **********Initial Complaint
Date:03/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Baby photos were taken on 2/28/2025, and ordered digitally. I was told during the session that I would receive an email in ***** hours, but I did not receive an email. I submitted a ticket on 3/5/25 and only received an automatic reply with invalid instructions without any follow-ups. Now it's been 2 weeks and still no photos. I feel like I was scammed.Business Response
Date: 03/31/2025
We sincerely apologize for the delay in our response to the customer. While we received their inquiry on March 5, 2025, we were unfortunately behind in addressing emails due to staffing challenges at the time.
Additionally, on March 14, 2025, severe Midwest storms, including 13 tornadoes in the ********* area, caused a system outage that lasted from March 14 through March 24, 2025. This outage further delayed our ability to respond to customers in a timely manner. It also impacted the processing of our Slideshows, as this product is produced in-house and stored on our internal servers.
We deeply regret the inconvenience this caused. Our goal is always to enhance your newborn experience, and we are committed to providing the best service.
We are happy to inform you that we have since provided the customer with direct access to their Slideshow, which they have since received and accessed/downloaded.
Once again, we apologize for the delay and thank you for your understanding. If you have any other questions or concerns, please dont hesitate to reach out.Initial Complaint
Date:03/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/27/25 We purchased the Gold Package from the hospital for our newborn. The package included downloads of all pictures, slide show and photo prints. We received all emails, however, the slideshow link says the video doesn't exist. We submitted a ticket on 3/1 when getting home from the hospital. The company's automatic email indicated that we would have to wait 5 business days for a response. We are now on business day 7 with no response and ***** that was given doesn't work. I would just like to get what i paid for.Business Response
Date: 03/31/2025
We sincerely apologize for the delay in our response to the customer. While we received their inquiry on March 1, 2025, we were unfortunately behind in addressing emails due to staffing challenges at the time.
Additionally, on March 14, 2025, severe Midwest storms, including 13 tornadoes in the ********* area, caused a system outage that lasted from March 14 through March 24, 2025. This outage further delayed our ability to respond to customers in a timely manner. It also impacted the processing of our Slideshows, as this product is produced in-house and stored on our internal servers.
We deeply regret the inconvenience this caused. Our goal is always to enhance your newborn experience, and we are committed to providing you with the best service.
We are happy to inform you that we have since provided the customer with direct access to their Slideshow, which they have since received and accessed/downloaded.
Once again, we apologize for the delay and thank you for your understanding.Initial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Took newborn photos with Mom365 on 3/2/2025, paid for them and the money processed. Was promised to receive digital photos within ***** hours. Its 3/5/2025 and still have not received the digital photos. I submitted a ticket via their website, no resolution. There is no customer service number to call. Seems like a ************.Business Response
Date: 03/06/2025
We sincerely apologize for the experience the customer has had. Our goal is always to enhance their newborn experience, not to cause any frustration.
After reviewing their account, we see that they did reach out to us on 03/04/2025 at 2:15 PM. Once a ticket is submitted, our response time can range from 24 to 48 hours.
Upon further investigation, we discovered a technical issue that prevented the Digital Download from being uploaded to their Baby Portrait Page. As soon as we were made aware, we promptly resolved the issue, and that have now been able to log in to their Baby Portrait Page and access/download their Digital Images.
Again, we do truly apologize for any inconvenience this may have caused and appreciate the understanding.Initial Complaint
Date:02/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 02/24/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *****Initial Complaint
Date:02/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While in the hospital on 02/04/25, a day after having my daughter, a photographer came into my room with zero introduction. She stated she was going to take some newborn photos of my daughter and the parents (me and my boyfriend). She took 12 photos and made a slideshow in the hallway to show us. After presenting the slideshow she told us the prices of packages for pictures. I purchased the gold digital packaged which included the slideshow and all 12 photos to digitally download with the right to print. This package came with the promise of being delivered within 48 hours. I have not received the photos and the company has no contact number. Instead they want you to submit a ticket. I submitted two tickets, one of which received no response and the second received a generic, copy pasted, response that had to do with signing in and not the issue I submitted. I explained this to the person via reply in email and yet again have not received any communication back. They did not keep to their promise of delivery and charged me almost $300. I proceeded to check online and there are hundreds of other customers stating the same exact issue. This business firstly needs to either send me the pictures and compensate me OR refund the money. Second, this business needs to be either shut down, prevented from seeking out vulnerable parents in the hospital, OR be required to change their delivery time frame and be up front about who they are and the cost prior to blinding newborns with flash photography, I dont understand how hospitals are allowing non-affiliated strangers into new mothers hospital rooms, this has to be a HIPPA violation on top of scamming customers and lying to them about time frames.Business Response
Date: 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.
Customer did reach out to us on 02/06/2025 at 9:32 PM CT (After business hours) with a cusotmer request type of 'Unable to log in'. Customer then followed the instructions from the initial automated reply (automated replies are based on the Customer request type) letting us know that logging in was not their issue on 02/07/2025 12:04 AM CT (After business hours).
We did vertainly reply to the cusotmer on 02/07/2025 at 3:43 PM CT (well within the *** for responding to customer inquiries) letting them know how to access their Digital Products.
Customer has since logged in to their FREE Baby Portrait page and downloaded their digital products.Business Response
Date: 02/24/2025
******* ticket attachedInitial Complaint
Date:02/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had pictures of our baby taken by Mom365 photographer at the hospital on December 30, 2024 and have purchased a silver print package to have our baby pictures delivered at our home. The payment was processed on 3 January 2025 for the same As the photographer had mentioned I did register on Mom365 website after I received my welcome email.Its been about little more than a month now that the pictures have yet to be delivered. I have tried multiple attempts to reach out to this business through their ticket systems via ******* (there is no phone/email for this business) but never got a response. Tickets numbers: ***** and ***** Here are the details for my order:email address: ************************** photographer id number: ****** mom customer number: ***************** Payment of $103.08 At this point I like to seek a refund or move forward to dispute the payment with my bank. And I will like to report this business since the service they promised are not delivered and no response from their customer support or ticketing system.Business Response
Date: 02/24/2025
Customer has reached out to us. It appears their inquiry was inadvertantly overlooked. We certainly apologize for this oversight. It is only our desire to enhance your newborn experience, and never take away.
THeir package did ship on 01/08/2025. During this time, the midwest was experiencing very trecherous weather, which in turn caused major delays in mail delivery from ****. It appears their package was last handed off to the **** Hub in ******** OH. At this time, we have to assume they lost the package some where in transit.
We are more than happy to ship another package to the customer. We have pulled their inquiry and responded requesting that they re-verify their shipping address prior to shipping a new package (in our experience, their are occasions customers move between the time the package ships and we resend a new package. We just want to make sure the address we are shipping to is correct).Initial Complaint
Date:01/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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.
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