ComplaintsforTrotter Photo of St. Louis Inc

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Overcharged for photos and have not received all photos was charged for. Purchased 2 photos, received 1 photo, and was charged for 3 photos.

  Customer response

  10/02/2024

  Received refund and school photo. Issue resolved.

  

  Business response

  10/02/2024

  Please see attached email chain indicating this is resolved. Customer placed a duplicate order for one student and a third order for her other student, only she mistyped her email address on that third order, so she never realized she placed three orders. When orders processed, she was emailed in duplicate for the one student and received no email for the other student (as it went to the email address she incorrectly typed by mistake). Thus, she thought we didn't provide what she paid for. In reality, we did. Despite initially responding to customer upon her contacting us (and being equally confused at first - needing to research further), we had a one week lag in following up to clarify, so we refunded the customer for not only the duplicate order she made by mistake, but also the other student's order as a courtesy.

  We trust this resolves any concern, yet if there is we will be prompt to address it further. Thank you. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We were supposed to receive an email from Trotter photo stating when our sons school pictures were ready to view and purchase. My husband and I never received an email from trotter. I did however, get an email from the school about picture retakes. I callled the school and said we never received the original pictures. The school said yes there is problem and there has been a lot of people who did not receive the link or access code from trotter for the photos. We confirmed that trotter did have the correct email because we did receive the pictures from last year but not this year. After multiple phone calls and voicemails over three days. I finally got through to trotter. The lady acted surprised that we had any problemsshe gave us the link and access to code to view and purchase our sons photos. Upon reviewing everything in the 2nd sale the pricing from the original ordered had doubled and tripled in price and we were now responsible for shipping of the photos as well because the original purchase window had closed. We would have purchased the frost time if we would have received an email from trotter to do so. Because we did not receive the email we now have to pay more for the pics plus shipping. The lady at trotter told us its because the window has closed and there was nothing she could do about it and we just had to pay the higher prices and shipping. The school told us trotter took the photos down from their website and would be putting them back up for a 2nd sale. We are not the only parents who did not receive the original link for the pics. This is unacceptable business and making people pay higher prices and shipping for something they never sent the original link out.

  

  Business response

  10/23/2023

  Parent 1 of 2 was sent original sale email. Hundreds of other school families were also emailed with original sale information. Once customer contacted us asking for her childs access code, we provided the code so she could access the gallery. We did not hear anything further about her upset, nor any upset from the school regarding concern over emails whatsoever,so this is the first management is aware of in that regard and will look into that separately. Meanwhile, we provided customer with another opportunity to order her students photos at original sale pricing and options. We aim to provide the best value and do whats right, so we are hopeful this satisfies customers complaint. Both parents should receive emails going forward. Please let us know if there is anything else we can do and do not hesitate to ask for a managers review/assistance. Thank you for bringing this to our attention so we can help to resolve. 

  Customer response

  10/23/2023

  Complaint: 20749912
  
  Please be advised that we made calls to Trotter photo and received the access code which is the same code the school previously provided us with. When the school provided the access code the ordering was already closed for our son.  We did not receive the original email to order as there should have been two, one for our daughter and one for our son.  Neither was received.  The email address was correct for their records however my husbands email system archives all emails including deleted items to which was verified by their IT staff that no trotter emails were received.   The following week we were given access via the second viewing since our sons school ordering was shut down.  It was not the same pricing or packages as the original.  I spoke with ****** and was told that this is the 2nd viewing and they could not adjust the pricing and that we had to pay the higher prices and shipping and there was nothing they could do about it.  I told her I was not happy and that we never received the original email.  She again said there is nothing they can do. The school *************************** said there are a bunch of parents that this has happened to.  
  We received an email today 10/23 that they would allow us to now buy the photos at the original price however we bought them at the higher rate a week ago because we were told we could not purchase them at the original price and packaging. So, if we wanted pictures of our child we had to pay higher prices plus shipping! 
  
  
  Sincerely,
  
  ***************************

  Customer response

  10/24/2023

  We requested a partial refund for the more expensive price they made us pay when they didnt send the email for the original pricing and packages. They told us they could not do anything about the price and we had to pay the higher amount. It wasnt until they got a message from The BBB about our complaint that they offered us to buy the pictures at the original price after we had already purchased at the higher rate a week prior. Therefore, its not professional business to make a customer pay a higher rate when they never sent the email. They knew we had already purchased at the higher rate when they sent the  email about purchasing at the original pricing. This is not right and not in good effort. 

  

  Business response

  10/25/2023

  Customer contacted us several times via different portals and emails of communication reaching different customer service representatives who provided standard responses at different times, based on customer missing original order by deadline. In handling hundreds of calls and emails on a weekly basis, as part of doing high volume school photography, one can imagine a number of people do miss original picture day deadlines despite email campaigns going out. Many of the calls and emails from customer were simply for access code assistance, receiving multiple responses re: same. It wasnt until the order deadline passed that customer got even more agitated regarding the missed opportunity. Our customer service did respond as trained, yet there is no indication they were made aware that a partial refund was being requested.Rather, the emphasis was on packages and pricing not being the same and wanting the original sale options. In addition, the number of inquiries from customer wasnt recognized collectively since some were from different emails and handled by different customer service representatives. As soon as management was made aware, we provided a prompt solution. We were unaware that the customer had already placed an order in the second sale. Rather, we were trying to notify customer as soon as we learned of the upset and provided a solution. Our entire goal is to arrive at a solution, thus if we had known (as we now do) that customer had already placed a second sale order, than we would have offered a different solution. Now that we are aware, we are crediting back customers order in full. Please allow 2-3 business days to see the refund occur on credit card used.
  We trust this resolves customers pricing concern and we will work towards investigating any email concerns and potential remedies going forward. Thank you.

  Customer response

  10/26/2023

  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,
  
  ***************************

*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. ↩