Complaints

This profile includes complaints for Mom365's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mom365

  1862 Lackland Hill Pkwy Saint Louis, MO 63146-3572

  
• 

  Our365 Portraits

  100 S King St Ste 405 Seattle, WA 98104

• 

  Mom365

  23 Vreeland Rd Ste 160 Florham Park, NJ 07932-1514

• 

  Our365 Portraits

  935 Powell Ave SW Ste 100 Renton, WA 98057

• 

  Our365 Portraits

  935 Powell Ave SW Ste 100 Renton, WA 98057

The 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:10/03/2023

  Type:Service or Repair Issues
  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 placed an order on 9/30/23 for digital photos and paid in cash. We were told that the photos would be delivered via both text and email within 48 hours. Three days later, and we have still not received our photos, nor have we received any correspondence regarding the photos. When I attempt to look up the order online, the website states that the photos do not exist I have contacted customer service via email and have not received any response. There is no phone number to speak directly with any representative. At this point, I am requesting a full refund as the photos were not delivered within the 48 hours as promised.

  

  Business Response

  Date: 10/04/2023

  Customer did send an inquiry on Monday, October 02, 2023 2:47 PM. At the time of their email, we had not yet received their account from our Photography System used in the hospital We do certainly apologize for the technical delay.
  
  We did escalate the inquiry and reached out to our photographer to have them check for the account. We found that the cart had disconnected itself from the WiFi connection, therefore the account did not transmit in to corporate.
  
  The account transmitted in to corporate today 10/4/2023 1:23:51 PM.  The order was processed 10/4/2023 1:59:17 PM.  We see that the customer has been able to locate their emails to access their Digital Download products.

  Once again, *** apologize for any inconvenience or distress the customer may have experienced.Please know that we take customer concerns seriously, and we appreciate their patience and understanding as we worked to address this matter. If they have any further questions or if there is anything else we can assist them with, please do not hesitate to reach out to our customer support team at ************************************************************. We are here to assist and ensure that future experiences with us are positive and trouble-free.

• Initial Complaint

  Date:09/16/2023

  Type:Delivery Issues
  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 had my newborn photos taken in hospital on Sunday 09/10/2023. I never received all of the digital download photos I paid for. Ive tried contacting customer service multiple times with no response. I feel as if I have been scammed out of $200+ in such a fragile time of our lives.

  

  Business Response

  Date: 09/18/2023

  We appreciate your patience and are happy to assist you. We have researched and are sorry to say we were not able to locate an inquiry from the email address provided on this submission. 
  
  Upon review of the customers account, we do see that the 8 poses for the Silver Digital Only Digital Download transferred in to us as all pose 1. We certainly apologize for this oversight!
  
  We have updated the Digital Download to include all 8 poses included in the Silver Digital Only package and We have reset the link on your account today to generate a new email with a link containing the 8 images.
  
  Again, we certainly apologize for this oversight! 

• Initial Complaint

  Date:07/24/2023

  Type:Billing Issues
  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.

  They have digital options to purchase from. Every time I attempt to purchase a digital option they hit you with a hidden and sneaky shipping and handling fee of $12.99. Shipping and handling fees should not be charged on digital items that don’t require shipping and handling. I want to purchase my digital product without the scammy shipping fee. And there’s no way around it

  

  Business Response

  Date: 08/28/2023

  We appreciate your patience and are happy to assist you. We do apologize for the delay in our response. Upon research of your inquiry, we did not encounter the $12.99 shipping and handling fee. If for some reason, after you place your order, you are charged a Shipping and Handling Fee; we would be happy to process a refund of your shipping and handling to your credit card as a result of the system error.   If you encounter an issue or error after placing your order, please reach out to the Mom365 Customer Service Portal at ***************************************** and we would be happy to assist you.

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  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 6/24/23 we had photos taken of our newborn at Tallahassee memorial Hospital. We received the email with a link to our photos within 24 hours along with a guest access code. Upon clicking the link and signing in I was directed to “account preferences” after filing out the preferences and hitting save I selected to view portraits. The website kept redirecting me back to the preference page and would not let me view the portraits. I then tried the access code and it kept saying it was invalid even though I copied and pasted it to the website so there is no way it was typed in wrong. I submitted a complaint through the website and have no received a response.

  

  Business Response

  Date: 07/24/2023

  We appreciate your patience and are happy to assist you. The first email the customer received from Mom365, “Mom, Access (Baby's name)’s Portraits!” Is their welcome email that contains their log in credentials for the FREE Baby Portrait Page® . The images from their hospital portrait session on your FREE Baby Portrait Page® are available to share with their friends and family and do  have a watermark on them as the FREE Baby Portrait Page® is for viewing purposes only and for them to preview their images prior to receiving their Digital Download.  Upon review of the account, it appears that the customer opted out of displaying their baby's images on the FREE Baby Portrait Page during their photography session at bedside.  We have updated your account and your images are now available for viewing on the FREE Baby Portrait Page.
  
  Our records indicate that the email with the link to the Digital Download  was indeed generated to their email on 6/24/2023 1:44:08 PM and the email with the link for your shareable slideshow was indeed generated to their email address on 6/24/2023 1:44:19 PM.
  
  We have reset the links on their account today. 
  
  The email for their Digital Download will come from Mom365 Portraits *********************** with the subject line: *****, Your Baby's Portraits Are Ready for Download!
  
  The email for their Shareable Slideshow will come from Mom365 Portraits*********************** with the subject line: Your Welcome Baby Slideshow is ready to download and share!
  
  It’s also highly possible their iCloud address is filtering our emails. Microsoft/iCloud/Outllook is notorious for flagging our emails as junk or spam..  We highly suggest to click on their inbox, click search and search for DOWNLOAD. In almost all cases, this will locate the Digital Download and Shareable Slideshow emails.
  
  Please check your inbox for two new emails from Mom365 Portraits.  Please allow 24 hours to receive your new emails.  If you do not see the emails, please check your spam box or junk folder as well as the promotions tab in Gmail, for the emails.   Your images and slideshow are both able to be shared with family and friends immediately upon receipt to your phone, tablet or computer.  Once they are accessed, viewed (Clicking on individual image links) played (Clicking play on web page), shared or downloaded (Individually and/or by ZIP File), they are non-refundable.
  
  Please reply to this email thread if you have any further questions or concerns so we can best assist you.
  
  Sincerely,
  
  Mom365 Customer Care 

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  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.

  I had my newborns phonys taken at the hospital and paid to have them shipped to me, I received a tracking number but the shipment is showing its still with **** *** isnt able to provide more information other than to contact mom365 and after several email from their website I still havent been able to reach someone to help ******* newborns photos are just floating around somewhere, I just want my pictures or a refund and I wont ever deal with their company nor will I recommend anyone I know to use their services! This is horrible! Please help me get a response so I can locate my newborns photos since its passed the **** days to receive!

  

  Business Response

  Date: 06/22/2023

  Thank you for your inquiry. We appreciate your patience and are happy to assist you. We do see that the customer did reach out to us on Mon 6/5/********* PM, Fri 6/16/2023 4:42 PM and Wed 6/21/2023 5:47 PM  regarding their order.
  
  The 1-8x10 Portrait sheet went in to production on 06/05/2023. The package shipped on 06/06/2023. While the initial shipment is picked up by **** *** hands off the package to their local ***** Regretfully, **** does not update the tracking once the package has been received. All packages arrive through the US post office.  The **** has advised that arrival time will be between **** Business days. 
  
  We have pulled the customers inquiries and responded.

  

  Business Response

  Date: 06/22/2023

  In Additon to our previous reply. 06/19/2023 was also a **** holiday (Juneteenth), therefore that day does not count as a business day, nor do Saturdays or Sundays.

  Customer Answer

  Date: 06/22/2023

  Complaint: 20218353
  
  I am rejecting this response because:
  
  My order states I would receive my pictures within **** business days, its well blond that processing time & no one has ever responded to my emails until I reached out to BBB & thats not acceptable at all, you shouldnt be advising customers that its **** business days but then at 11 business day youre saying it up to 20 days with ***** totaling misleading to your customers, it shouldnt take for me to go thru these lengths to reach someone to reply to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/06/2023

  I called **** and they still dont have my package, please refund my money 

  Customer Answer

  Date: 07/27/2023

  Complaint: 20218353
  
  I am rejecting this response because:
  
  I called **** and they still dont have my package, please refund my money
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/14/2023

  12/14/2023 AB: Called the consumer and she stated the issue has been resolved with the business. 

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  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 recently ordered portraits from you guys on 06/05/23 from *** ******* ******** in Upland, Ca. My order number is #********. My credit card was charged more than the amount your representative had quoted us. She told my husband and I $401.11 but was charged $455.03. She tried to quote me at $549.99 for the first package but I told her I recently had a baby and used you guys before, so didn’t want to pay that price. I showed her my old email with the old price and told me I can get that same package for $20 more. The rep also told me that I shouldn’t purchase the digital print because my photos would come out to $49 each. After looking online I could have got them at $16 each. If I knew it was going to be that much more, I wouldn’t have placed the order. I already had booked a photographer to come to my home once we were released from the hospital, but canceled because I was given a better deal through mom365. (Update 06/16/23): I just received my package in the mail, I am missing the ornament that was ordered!! I sent an email to the email address provided and have yet to get a response back. I am very disappointed in the quality of service mom365 has provided.

  

  Business Response

  Date: 06/22/2023

  Thank you for your inquiry. We appreciate your patience and are happy to assist you. We do see that the customer did reach out to us on Sat 6/10/2023 6:58 AM regarding their order.
  
  We’re 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 reach out to the photographer, and this will be handled appropriately in regards to the pricing and the statements regarding the Digital Download package.
  
  It appears the price the customer is quoting they should have been charged is before Tax. The customer purchased the Silver Package @ 263.99 and added 3 add on items with our dual pricing (Special pricing with any purchase of $171.99 or more); 9x9 Memory Album @ 59.99, Pink Scalloped Personalized Ornament @ 29.99 and Canvas Gallery Wrap Print 12"x12" @ 51.99 = $405.96 + Tax = Total $424.50.  When payments are processed (sent for authorization) they are authorized for the total amount before the discounts are applied, however, the Credit Card final payment settled for $424.50.
  
  We have pulled the customers email and responded with this information. We will also confirm with the customer that they did not receive their Pink Scalloped Personalized Ornament (It could quite possibly slid inside the book). Once confirmed they have not received it, we will happily ship out another Pink Scalloped Personalized Ornament.

  Customer Answer

  Date: 06/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  

  Thank you for returning my email.
  
  
  I am still unable to find the ornament. I’ve looked in the book, the box and the canvas. 
  
  
  When my husband and I were discussing packages and pricing with your representative, we made it very clear that we didn’t want to pay anywhere near $500 for 8 photos. I told her I was okay with just doing the digital photos online. She told us that they would cost $49 EACH. So if we multiply that by the 8 photos, we would be spending about $400, which is the same price for all the other items and we should just purchase the package instead!
  After coming home and looking online myself, I noticed the online photo prints were not nearly as expensive as she has quoted up. When doing the math, each photo would have cost us about $16. She was being pushy for us to purchase the most, made it seem like she works off commission. 
  
  
  Overall my husband and I are completely disappointed with the over all experience. Sad to say we will not be using your company in the future and will tell friends and family about our experience that we can no longer take back.
  
  
  Sincerely,
  
  Vanessa Lopez

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  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 ordered digital photos after my sons delivery on May 26, 2023 and the photographer said i would receive a confirmation email within 72 hours. I never received a notification or welcome email. When i called the hospital for the 1800 number to the company there was no one i could speak with at the company. I sent multiple emails to the website with no response from any personnel. There is no way to talk to a live agent. The 1800 number said you could speak to a live representative on the website but there is no option for that. I am seeking to get my sons photos as promised. The website claims a welcome email and digital prints within 72 hours. Mom 365, Please respond, this is very concerning that my credit card information was taken and there is no contact with the company and my sons photos are being held by the company. The website says we should receive a welcome email and I’ve checked and nothing in email or spam. What I’m seeking is my sons photos as promised.

  

  Business Response

  Date: 06/22/2023

  Thank you for your inquiry. We appreciate your patience and are happy to assist you. We do see that the customer did reach out to us on Wednesday, May 31, 2023 2:39:06 AM, Saturday, June 3, 2023 9:57:58 AM, Tuesday, June 6, 2023 2:25:56 PM, Friday, Wednesday, June 7, 2023 4:36:19 PM, June 9, 2023 6:04:50 AM. We did respond to the customer on Mon, Jun 12, 2023 informing them that their account had not yet transferred in to us from the Mom365 Photography Cart.  We immediately reached out to the photographers to retrieve their account.  We retrieved their account on 6/13/2023 8:21:18 AM.  
  
  Their payment was processed on 6/13/2023 9:41:30 AM and their emails for the Digital Download (6/13/2023 9:41:51 AM) and Shareable Slideshow (6/13/2023 9:42:01 AM) were sent immediately after payment was processed. 
  
  We also responded to the customers inquiry about their FREE Digital Keepsake and provided the direct link to redeem. 

• Initial Complaint

  Date:06/11/2023

  Type:Delivery Issues
  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 purchased 2x products from Mom365. I have received only 1 of 2 products. I have checked with both UPS, and USPS to see if they can track the package with the assigned tracking number. Neither UPS, and USPS could locate the package. Both UPS, and USPS stated that there is a possibility that the package has not been shipped, since they cannot locate it. Below is a timeline of dates: March 30, 2023 •Product was purchased •Grand total paid $371.77 April 05, 2023 •Expected Delivery date April 18, 2023 •Sent email to customer service explaining that I received 1 of 2 items that was purchased. April 21, 2023 •Received an auto confirmation stating that my email was received June 11, 2023 •To this date I am still waiting for a response from customer service. •I would like this order to be fulfilled.

  

  Business Response

  Date: 06/22/2023

  Thank you for your inquiry. We appreciate your patience and are happy to assist you. We do see that the customer did reach out to us on Tuesday, April 18, 2023 11:57 AM regarding their Gold Package Portrait Sheets. At that time, we experienced a System Wide Maintenance issue on 04/17/2023 through 04/24/2023.  We did respond to the customer on Fri 4/21/2023 4:29 PM informing them of the System Maintenance. We are currently working to address all inquiries that came in during that time frame.
  
  The portrait sheets for their Gold Package Portrait Sheets were shipped on 03/31/2023.  While the initial shipment is picked up by UPS, UPS hands off the package to your local USPS. Regretfully, the USPS does not update the tracking once the package has been received as it states in the tracking provided: *****************************************************  (01 Apr 2023 11:20 Depature Scan: Enroute to USPS Morrow, GA, 30260, United States UPS This is the final status. Carrier doesn't provide further tracking updates.) All packages arrive through the US post office.  
  
  The USPS has been taking anywhere from 7-20 Business days to deliver consolidated mail. We will reach out to the customer (via email) to inquire as to whether or not the package has been received at this time. If it has not we will have them re-confirm their mailing address and happily reship a new Gold Package to them right away.

• Initial Complaint

  Date:06/02/2023

  Type:Delivery Issues
  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.

  Purchased photos, waited over 72 hours, contacted their customers service online for the issue, only received an automated email, waited another 72 hours. Still nothing! Called their service number ************, promised me I will receive download link in 24 hours, once again no surprisingly silent. I request for refund ASAP.

  Customer Answer

  Date: 06/03/2023

  After my multiple online inquiries and phone call inquiry completely being ignored by Mom365, the company maggically sent me the download link within one hours post my complaint with BBB. Although I have downloaded and understand this is nonrefundable after download, it still doesn't feel right. If you read the response from other customers, they also said only the complaint helped them with the delivery. I hope if possible BBB should look into the issue, many new moms may not have the time and energy to follow up with the problem. 

  

  Business Response

  Date: 06/26/2023

  Thank you for your inquiry.  We appreciate your patience and are happy to assist you. Customer did reach out via the **************** portal on 05/30/2023. Customer also contacted us via phone on 06/01/2023 and 06/02/2023. At that time, Upon review of their account, we found that one of their images did not restore properly from 2014. We had to manually correct their order. We corrected their order on 6/2/2023 9:51:54 AM. The emails for both their Digital Download and Free Digital Keepsake where indeed generated with the 24 hours as promised over the phone. The email for their Digital Download was sent to their email address on 6/2/2023 10:19:25 AM and the email for their FREE Digital Keepsake was sent on 6/2/2023 9:47:29 AM. 

  When further researching their account, we do see that they have indeed downloaded BOTH products.

  The Digital Download was  ownloaded: 

  543004459597827 **** DD DOWNLOADED All Images (via ZIP) Downloaded. 6/2/2023 10:22:22 PM

  The FREE Digital Keepsake was downloaded:

  543004459597827 IMAGE BA DOWNLOADED BA image Downloaded. pose: 6. Pose 6 requested. 6/2/2023 10:27:45 PM

  Once the images are, accessed, viewed (Clicking on individual image links to view the images), downloaded (downloaded via ZIP file or individually) and/or shared they are not refundable.
  
  

  
  

  Customer Answer

  Date: 06/28/2023

  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

  Date:05/30/2023

  Type:Delivery Issues
  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 5/20/2023, I purchased a digital download of my daughter's newborn photos. The confirmation email stated that I should receive the link to download my pictures no later than 72 hours after my purchase. I have yet to receive anything from Mom365. I filled out the email request for information and also reached out by phone. No one answered the phone when I called and I still haven't received a response to my email. We're coming up on the five year mark and I don't want her pictures to be deleted before I can download them.

  

  Business Response

  Date: 06/02/2023

  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 did reach out via the Customer Service Portal one time on 05/26/2023. The email for their digital download was indeed generated on 5/20/2023 6:37:07 AM (They opted out to receive SMS Text). We have reset their account to resend a new email that will contain the link to their Digital Download. We have also addressed their inquiry via email.