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Business Profile

Commercial Photographer

Strawbridge Studios, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Strawbridge Studios, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Strawbridge Studios, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      First Strawbridge sent the Photos to thelocal post office when the address they requested was given and somehow the photos were damaged. the post office claimed that the package came in damaged. so immediately upon contacting Strawbridge, same day photos arrived, *** requested photos. they were sent and I was told that replacements would be forthcoming. that was $426.84 spent on Senior Portraints and to recieve damaged Photos was very disheartening. I have emails with ALL the correspondence with strawbridge and a receipt for the purchase of the photos. I am a single widowed parent and my sister from ** paid for the photos. I only received 1 11 X 14 portrait on 1/30/25. When I contacted Strawbridge Studios on 1/31/25 and spoke w/******* *. I was told that the entire package was sent, only I received 1 portrait. This is not right and how business is done. That was $426.84 and product wasn't delivered. If they would have asked me to drive to ****** to pick up the package, I would have. *** & WHAT type of business does this to customers? My daughter is devestated. And we are out of money paid for something was damaged and no one wants to make it right. I want to make other customers aware. That is alot of money to pay for services not received. Thank you.

      Business Response

      Date: 02/04/2025

      We sincerely apologize for the recent experience you have had with Strawbridge Studios. On February 3rd, I spoke with Ms. ***** to review the issue with her and to discuss the most appropriate resolution. After further research, we were able to resolve the above issue, by processing a new order of the missing prints. The reprocessed order number is F24-053721. If you should have any questions or need further assistance, please do not hesitate to reach out to me directly. Thank you. 

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ***** this company at all costs. They completely botched our school pictures, printing the childs name in huge, unnecessary letters right over the photo, and they couldnt even spell the name correctly. After weeks of calling, emailing, and chasing them through our school system, I finally got a response saying a "field **** would fix it. That was weeks ago. Nothing has been corrected, no updates, and they wont even send a digital file so we can reprint elsewhere. Their incompetence and lack of accountability are staggering. Do yourself a favor and find literally anyone else to handle your photos.

      Business Response

      Date: 01/16/2025

      My name is ********, and I am the **************** Manager here at **********************.  I deeply apologize for the recent experience you have had with us. We understand the importance of your student's memories and we strive to do our best to make every experience a pleasant one with us. Unfortunately, we were unable to contact you with the phone number provided, however a member of our team has reached out to you through email awaiting your response. We would be more than happy to research this matter further in order to resolve the issue. Please feel free to contact us by phone or email Monday through Friday from 8am to 5pm at ************ or ********************************** Thank you and have a wonderful day!

      Customer Answer

      Date: 01/16/2025

       
      Complaint: 22765973

      I am rejecting this response because:

      Nothing was done to remedy the issue up to this day.


      Sincerely,

      ****** *********

      Business Response

      Date: 01/23/2025

      Good morning,

      A member of our leadership team, reached out to you on January 16th via email, to obtain additional information to research the matter further. Once that information was obtained, and further research was completed, a member of our leadership team, reached back out to you via email on January 20th with a resolution. Your student's name has been corrected in our system and a new order is being processed to be shipped to the address provided. The reference number previously provided via email by our leadership team of the new order is 025-120-YQD8H. We sincerely apologize for any inconvenience this may have caused. If you should have any questions or need further assistance, please feel free to reach out to us by phone or email Monday through Friday from 8am to 5pm at ************ or ********************************** we would be more than happy to assist you. Thank you.

       

    • Initial Complaint

      Date:01/04/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 October 26,2023 I prepaid for my child's school pictures. I paid $39.99 online to Strawbridge Studios **** My child participated in school picture day/ school re-takes Nov. 3, 2023. However, I never received the school pictures that I paid for. I spoke to ****** 12/7/2023, 12/12/2023 and on 12/22/2023 to try and resolve this issue. On 12/12/2023 ****** stated that she would reprocess my order and mail it to my home. However, the pictures that I received were not my childs Nov.3 2023 retake pictures, I received the incorrect pictures. I spoke to ****** again on Dec.22,2023 she then stated that she would reprocess my order and resend the correct pictures from Nov. 3,2023. As of today, I have not received the pictures.

      Business Response

      Date: 01/08/2024

      Hello *******,

      I am sorry to hear that you were not satisfied with your recent experience with Strawbridge Studios. I have researched this matter and was able to locate your order. A rush request has been submitted for the correct order to be shipped from our facility, no later than tomorrow (Reference No. 023-1222-BWXTL).  We understand the importance of your student's memories and I sincerely apologize for any inconvenience this may have caused. If you should have any questions or need further assistance,please do not hesitate to reach out to us. Thank you and have a wonderful day! 

      Customer Service Manager
      ********************** 

      Customer Answer

      Date: 01/08/2024

       
      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:12/20/2023

      Type:Product Issues
      Status:
      Answered
      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 paid this studio 20$ For pictures of my sons 1st grade school photo. His name is ************************* and he goes to palm ******** elementary. I keep getting the run around from this company. The phone numbers dont work to call and they almost never reply by email in a timely matter. This issue has been going on for months and i would like PACKAGE C. The package i paid for.

      Business Response

      Date: 12/21/2023

      Hello ******,

      Thank you for reaching out to us. I am sorry to hear that you have not received your order for Caiden. I have looked farther into this,and I see that you spoke with one of our agents by phone on 12/19/2023. The agent was able to reprocess your order. The reference number for this replacement package is: 023-1219-I81SB. Thank you for your patience as we worked to resolve this issue. Please feel free to let me know if you have any other questions or concerns.

      Thank you,

      **************| ******** Care Supervisor
      ************************************************************
      ****************************************

      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.
      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail.Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted,corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

    • Initial Complaint

      Date:12/19/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hello, I have been trying to contact this company to receive my son's portraits. Below is the information. I have contacted this company by several means, phone (left voice mails), email and chat. There is no live person to speak to at ALL! I see that many others are as frustrated as I am and would like this resolved as soon as possible. I thank you in advance. ******************************************** Client ********* Session:Fall Pictures 9-12-2023 Session ********* Order #:023-104-CP9GI Name:********************* Email:***************** Date ordered:October 4, 2023 at 10:36:45 AM Total order value:$38.99 Receipt from Strawbridge Studios, Inc. Receipt #****-3409 AMOUNT PAID $38.99 DATE PAID Oct 4, 2023, 2:36:43 PM

      Business Response

      Date: 12/21/2023

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

      Thank you for reaching out to us. I am sorry to hear that you have not received your order (023-104-CP9GI). I have looked farther into this, and I see that one of our agents was able to reprocess your order.The reference number for this replacement package is: F23-144543. This order was shipped via ***** on 12/21/2023. The ***** tracking number for the order is: 701950460652.Thank you for your patience as we worked to resolve this issue. Please feel free to let me know if you have any other questions or concerns.

      Thank you,

      **************| ******** Care Supervisor
      ************************************************************
      ****************************************

      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.
      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted,lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

    • Initial Complaint

      Date:12/18/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 school pictures on 11.6.23, never received them. I contacted the business after 12 days of not having received them. They told me they were shipped. We confirmed the mailing address but I never received them. I waited another week at this point it had been a month that I had not received them so I called them back on December 6 they processed and yet again its been another 10 days and I still have not received the product that I paid for. I could understand it happening once and then rectifying it but it is now happened twice. All I want is my granddaughters school photos.

      Business Response

      Date: 12/19/2023

      Hello ******,
      Thank you for reaching out to us. As I was looking into your issue, our CS team let me know that you had sent a message that you did receive your order (023-116-20LAN) on 12/18/2023. I apologize for the delay and want to thank you for your patience. If you have any other questions or concerns,please feel free to let me know. 

      Thank you,

      **************| ******** Care Supervisor

      ************************************************************

      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.

      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

      Customer Answer

      Date: 12/27/2023

       
      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:12/18/2023

      Type:Delivery Issues
      Status:
      Answered
      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 October 20, 2023, I ordered my daughter's Senior photos from Strawbridge Studios. Order Number: 023-1018-ZZGTM and paid $221.57. My credit card has been charged this amount but I have not received the photos. After numerous telephone calls without success, I was finally able to get in touch with a representative of Strawbridge Studios on November 27, 2023. I was told then that I would have the photos within a week. Today is December 15, and I still have not received the photos. Emails to **************** and attempted telephone calls to Strawbridge Studios go unanswered.

      Business Response

      Date: 12/19/2023

      Hello *****,

      Thank you for reaching out to us. I am sorry to hear that you have not received your order (023-1018-ZZGTM). I have checked your order and I am showing that it shipped on 12/19/2023 via ****** The tracking number for your order is: ************. If you have any other questions or concerns, please feel free to let us know.

      Thank you,

      **************| ******** Care Supervisor
      ************************************************************

      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.
      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted,lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

    • Initial Complaint

      Date:12/11/2023

      Type:Product Issues
      Status:
      Resolved
      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 still have not received my sons re-take photos from earlier this year in order number 023-918-MPSJW. I have attempted to contact your customer service multiple times. No one ever answers the phone. I have left messages. No one ever returns messages left. I have sent emails. No one ever responds to email inquiries. Can you please let me know when I will receive the re-take photos or please refund my money ASAP?

      Business Response

      Date: 12/12/2023

      Hello ********************, 

      Thank you for reaching out to us. I am sorry to hear that you still have not received your order. I see from your emails that you have been speaking with a member of our customer service team since 12/8/23 about your order. I have followed up with this agent and they were able to get your order reprocessed [Reference number: F23-141827]. They requested this order be shipped to you via ****** That order was shipped on 12/12/23. The ***** tracking number is: ************. If you have any other questions or concerns, please feel free to let us know.  

      Thank you

      ************** | Customer Service Supervisor
      ************************************************************

      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.
      If youve had a positive experience, please take a moment to help us by writing a review on Google or by liking us on Facebook.

      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

      Customer Answer

      Date: 12/28/2023

       
      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:11/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      November 2023. I paid $45 for school pictures for my son. Stupidly I sent in cash with the order form. Pictures got sent home yesterday and I received NOTHING but a form to send them MORE money to order pictures and I never even got the originals I paid for. I tried for 3 days now to get ahold of the company and have heard nothing.

      Business Response

      Date: 11/27/2023

      Hello *******,

      Thank you for reaching out to us. I am sorry to hear that you have not received your order yet. I have looked into this, and I am showing that it is part of a second printing. The reference number for your package is F23-137666. I have pulled your order and had it shipped today via ****** The tracking number is: ************. Thank you for your patience as we work to get these memories to you as swiftly as possible. Again,I apologize for the inconvenience.

      Thank you,

      ************** | Customer Service Supervisor

      ********************** prides itself on doing what is right and excelling in customer satisfaction.
      If youve had a positive experience, please take a moment to help us by writing a review on Google or by liking us on Facebook.

      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost,destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

      Customer Answer

      Date: 11/27/2023

       
      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:11/22/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Ordered my daughter's school pictures online and when they came home, there is a white spot on every pic. It happened on her glasses and makes her eyes look distorted. I have attempted to contact Strawbridge thru all methods, to no success. Can't get anyone via chat, phone calls sit on hold for 10 mins then disconnect saying no agent is available, even email has gone unanswered. If they are professional they should be able to edit the white spot out of the pics easily, I would even pay for edits, but I have been ignored. I have decided to not order from them anymore, I'll take her to a real professional for her school photos.

      Business Response

      Date: 11/25/2023

      Hello ***,

      Thank you for reaching out to us. I am sorry to hear that your images had a white spot on the glasses. I have had this order reprocessed to have the corrected. Your reference number for this corrected package is: F23-137420. You will receive an email when this order has shipped. If you have any other questions or concerns, please feel free to let me know.

      Thank you,

      ************** | Customer Service Supervisor

      ********************** prides itself on doing what is right and excelling in customer satisfaction.
      If youve had a positive experience, please take a moment to help us by writing a review on Google or by liking us on Facebook.


      This message may contain confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute, or copy this e-mail. Please notify the sender immediately by email if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost,destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

    Strawbridge Studios, Inc. is BBB Accredited.

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