ComplaintsforLightbox Collective, LLC

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented the Lightbox Studio for mini sessions for Christmas. My rental was for 11/14/2021. I had both family and boudoir sessions scheduled for the day. My primary type of session I do is boudoir. Per the contract I signed with Lightbox if i canceled day of I still was to pay the full amount. Prior to my arrival the webpage did not mention the space I rented, The Edison, was only family friendly and not for boudoir. It was updated after my session. When I arrived I asked if they had a way to close off the set as I planned to use it for boudoir later in the afternoon. She told me that she would talk to me about that shortly. I then ended up doing my first round of family sessions and after she then disclosed to me they would not block off the space and it could not be used for boudoir. Had I known this prior to booking, I would not have booked through them. She waited until after I had already used the space to let me know I couldn't use it for my intended photography type. I had a client drive over 8 hours specifically for boudoir. I had to make an emergency booking with someone else to end up giving my client her boudoir session as well as the other 3 sessions I had scheduled behind it. I ended up not using my final 2 hours at the location yet still had to pay for the full time even though none of this was noted before. I tried to contact the company and the responses I received back were condescending in the "nicest possible way." I will attach the files here so you can see they openly admitted that was not up when I booked my session with them originally. I would like my entire experience refunded at this point, not just the two hours I didn't use as I had to pay for another rental and my clients did not get what they paid for originally due to the companies negligence in their disclosures being added after as well as a "studio tour" being added the day I came in as they knew I was upset because I was not made aware the space I rented was open.

  Business response

  11/19/2021

  It is unfortunate that ******* had an unpleasant experience with us, but this information is important so we can continue to better serve our community moving forward. ******* reached out to us on October 21, 2021 via Facebook with a few questions regarding the holiday set in our space called the Edison. We have an automated response which encourages people to click and read on the FAQ page on our website. The FAQ page strongly suggests coming in for a tour before booking Lightbox. We offer complimentary tours 6 out of the 7 days of the week. We even have a short video on the "Tour" page of our website that shows the layout of Lightbox. This video has been on our website since June 2021. Unfortunately, ******* did not sign up for a complimentary tour of the studio between October 21, 2021 and her reservation date of November 14, 2021. 
  
  Although we did not have a disclaimer about not being suitable for boudoir sessions on the actual booking tab for the Edison holiday set prior to her booking, our terms and agreements that she agreed to upon booking on October 25, 2021 clearly states our "Open Door Policy" as well as our "Family Friendly Policy." These policies agreed to retracts her statement about not being informed of the policies. ******* did not disclose to us that she would be shooting boudoir sessions. Lightbox was unaware that she primarily shoots boudoir sessions as she stated in her complaint.  
  
  ******* brought a minor with her to her reservation so simply just for that reason, I could not allow any kind of boudoir sessions when she was here on November 14, 2021. There were also other minors coming in and out of the building throughout the day. Our entrance is within a few feet of the exposed studio she rented. 
  
  After being told she could not do boudoir in the Edison, she did not request a refund in person on November 14, 2021. When she messaged Lightbox on Facebook the next day, she also did not request a refund. I was unaware she wanted a refund since she did not ask for one until filing a complaint with the Better Business Burrow. 
  
  I will continue to do my best in making communication as clear as possible between guests when coming to use the studio. Due to having access to our policies and terms and conditions and a complimentary tour being offered to her, we will not be issuing a refund.

  Customer response

  11/19/2021

  Complaint: ********
  
  I am rejecting this response because:
    I actually did respond saying had the final 2 hours been refunded I would have felt better about the experience. They opted not to respond therefore I sent this to the BBB. The minor with me was leaving after my final family set with my sister.  He was only there to do photos with his cousin. 
  

  Nothing would have changed had my child not been with me for the first 2 sets; you can try to use him as an excuse but in the long run you didn’t plan to do anything and it’s apparent.
  

  There is nothing on your website stating the sets are open. And the boudoir disclaimer was added afterwards. I understand at this point you don’t want to do anything but you absolutely did put me in a bind. As a business owner when mistakes are made on my end I at least correct them. You offered nothing but a short and sweet “thanks for your money but we don’t care.”  
  

   

  
  
  Sincerely,
  
  ******* *****

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