ComplaintsforInter-State Studio & Publishing Co.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 2 photo packages on my mobile browser on 9/1/2022. I wanted package 1 for my 8th grader and package 2 for my preschooler, as these were her very first school pictures. There are multiple clicks to get a package in your cart on their website and multiple codes to enter when ordering pictures for two different schools. I received package 1 for my preschooler yesterday, so being unsure if this was my mistake or a glitch in their system, I went online to order the additional prints that I needed. Come to find out, I was going to have to pay the $3 "style charge" again, on top of ordering $11 individual "add-on" sheets for the three more sheets of photos I would have received with package #2. I contacted customer service, and the representative was not understanding or helpful with this issue. I asked if I could pay the $11 difference for package #2. The only options I was given were to pay considerably more for the sheets I needed or another $22 for a digital image to print the sizes I still needed. I'm very disappointed in their customer service department's lack of caring and flexibility. Our children are only young once. These photos cost enough as it is, so it shouldn't be so hard to reconcile a difference with a customer regardless of who is at fault—poor customer service.

  Customer response

  10/11/2022

  Hello,
  
  I wanted to let who it may concern know that this complaint has been resolved by **** at Inter-State. 
  
  Thank you,
  *** ***** 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid to have my daughter's middle school pictures taken for today, Sept. 1, 2022. My daughter wanted her picture taken in a way that represents her belief system and hygienic practices. The photographer MADE my daughter compensate her belief system then proceeded to take the picture. There is NOT a policy in place at the school stating that my daughter cannot practice her beliefs and she has been practicing for over 1 year without complication. This photographer and business discriminated. I would like a refund.

  

  Business response

  09/07/2022

  The customer contacted our Customer Service department on September 1st requesting a refund. We processed the full refund on September 1st at the request of the customer.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My child's elementary school, ******** *********** ** ********* *******, used Inter-State Photography for school photos. We were given the option to order prior to picture day, or after picture day. I chose to order after, given I would like to see the options as far as backrounds, etc before ordering that were not given to us prior to picture day. We received a flyer to order online and I chose the packages and items I wanted. When I proceeded to check out, there was an additional almost $23.00 surcharge for processing and shipping. I contacted the administrative office of our school to inquire whether they were aware of this charge, and they were NOT. They were never informed prior to using this studio that if photo packages/gift items were ordered after picture day, that there would be an additional cost other than the cost of the packages/items themselves. I joined a chat with an inter-state agent who informed me that they could do a one time reimbursement of $5.80 for shipping solely for the photos but would not be able to reimburse shipping for the gift items. She prompted me to go ahead and place my order and would wait for my order number to then submit a reimbursement. I placed my order and gave the agent my order number to which she replied that she could not reimburse for gift items that were shipped. I said I understood and waited for verification that the shipping fee for the photo package had been reimbursed. She THEN informed me that since I ordered gift items, she would not be reimbursing me for any of my shipping cost because it was a flat fee of almost $23.00 that included the gift items and photo package which she DID NOT inform me of prior to my purchase. She had specifically asked me if I was going to be ordering gift items and I said yes, and she still prompted me to complete my purchase with the promise of a $5.80 shipping reimbursement. Which, she never did apply.

  Customer response

  11/01/2021

  This issue has been resolved.

  

  Business response

  11/01/2021

  The Customer Service Supervisor responded to apologize for any confusion, and refunded $5.80 to cover the cost of shipping a Picture Package. As mentioned, photo gifts are shipped to the customer, not the school, which is why the total was more than expected originally. The $5.80 refund covers the Picture Package portion of that order.

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