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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:11/21/2023

      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.
      They were at my children's school 10/12/2023. I ordered 2 picture packages online. I got my oldest daughter's pictures, but my kindergartener's pictures are missing. The school said they didn't receive them. I reached out to Strawbridge and they said they were being shipped to my home. Still no pictures received and they told me they can't tell me if they've even been reprinted and shipped yet. Totally unacceptable to take my money but not produce the product. I would like a refund or expedited shipping on my pic.

      Business Response

      Date: 11/25/2023

      Hello Channel,
      Thank you for reaching out to us. I am sorry to hear that you have not received your package. This order, 023-105-O7CUF, was reprocessed and shipped from our plant on 11/21/23. The ***** tracking number for your order is: ************. If you have any other questions or concerns, please feel free to let us 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.

    • Initial Complaint

      Date:11/02/2023

      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.
      I ordered my sons Senior Portraits. They were damaged in shipping. I was only able to reach the company via online chat. Still no photos. My sons band photos were shipped to the school and good. My daughters band photos supposedly shipped 9/19 and I still dont have them. No tracking option. My daughters school pictures are horrible quality, but I got them. Numerous phone calls, they never answer. Several emails only get auto replies. One actually said they are running behind and many problems get resolved due to them taking too long. Really? Online chat is useless unless you can get a person to reply. One auto reply said I needed to speak to someone and then they dont reply to email or answer the phone. I just want the reprint of the senior portraits shipped in something other than a flimsy envelope and I want my daughters band portraits. A partial refund seems in order due to this level of incompetence.

      Business Response

      Date: 11/08/2023

      Hello *****,
      Thank you for reaching out to us. I have looked into your orders,and I am showing that both 023-827-P8F6H and 023-97-IFHWQ are being reprocessed and will be shipped to you via ****** You will receive an email when this package has been shipped. The reference number for this order will be F23-129575. We have also requested that extra precautions against damage be taken. 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.

      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:10/26/2023

      Type:Service or Repair 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.
      Senior photo sitting fee was paid and not utilized for senior picture makes up. the sitting fee included cap and gown and multiple shots. the make up was yearbook photo only and I would like a refund, attempted to contact Strawbridge by phone, email as well as through school with no success multiple times.

      Business Response

      Date: 10/27/2023

      Hello *****,

      Thank you for reaching out to us. I am sorry to hear that your student was not able to attend the summer senior session. I am happy to provide a refund for the sitting fee. This refund has already been processed and you should see the funds returned to you in the next 3-5 business days. If you have any questions or concerns, please feel free to let me know. 

      Customer Answer

      Date: 10/27/2023

       
      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.
      The refund has been received   Thank youb
      Sincerely,

      ***** Spring

    • Initial Complaint

      Date:10/24/2023

      Type:Service or Repair 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.
      **************** photos were taken September 27th, and I paid online for the package and I have followed up several times through both email, chat and phone beginning October 16th and have not received ANY response. I came out to the BBB site to see if I could locate them and they are not accredited. After reading experiences left by others, it matches my experience exactly. Now I am worried I may never see those pictures.

      Business Response

      Date: 10/27/2023

      Hello *******,

      Thank you for reaching out to us. I have looked into your order, 023-926-XGOU6, and I am showing that this order should have been sent to the school on 10/20/23. If you have not received this order from the school,Please let me know and I will be more than happy to reprocess your order.   

      Customer Answer

      Date: 10/30/2023

       
      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:10/16/2023

      Type:Customer Service 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 for digital photos. I have not received the digital photos and cannot reach the company to obtain them.When I attempt to contact the company via phone (as their website instructs) I get an automated recording that says: "No support agents are currently available to take your call, please call back later" and then it just disconnects.

      Business Response

      Date: 10/16/2023

      Hello ******,
      I am sorry to hear that you have not received your download.I have checked your order, 023-910-45YP2, and I am showing that your download was sent to your email. We have re-sent the download to your email.Please be sure to check your spam folder as our emails can be filtered there by mistake.
      At the time of sending this email, I am able to confirm that your image has been downloaded not long after I re-sent the email. If you did not receive this download, or if you have any other questions or concerns,please let me know. 

      Thank you

      ************** | Customer Service Supervisor
      ************************************************************
      ************ | Office
      ****************************************
      ssireplycbm
      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 ****** or by liking us on *********


      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:12/28/2022

      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.
      My daughter had pictures made at the school. I paid for them. The check was cashed. I got her envelope there were not pictures. They were taken Oct 16 2022. Still no pictures. I can’t ever get through to talk to anyone. On 12/13 they asked through email for shipping info but still no pics. I have provided them my info multiple times. Can you please help?

      Business Response

      Date: 12/29/2022

      Hello ********,

      Thank you for reaching out to us. I am sorry to hear that you have not received your package. We are having a new package printed and mailed directly too you. The confirmation number for this is: **********. This package will be shipped via FedEx. You will receive an email with the tracking number as soon as your order has been shipped. If you have any other questions or concerns, please feel free to let me know.

      Thank you

    • Initial Complaint

      Date:12/28/2022

      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.
      I never received the product purchased (granddaughters pictures) or a refund though I have contacted the business a number of times by phone, email, chat. Please see order placed November 4, 2022 Client ID: ****** Session: Fall Pictures 9-1-2022 Session ID: ****** Order #: 022-114-EQYAR Name: ******************************* Email: ****************** Date ordered: November 4, 2022 at 5:00:59 PM Total order value: $17.00 Individual order fulfillment process. Charge for shipping and handling. Ship to Home. UC SHIPPING INFORMATION ******************************* ************************************************************************************************* ********** ORDER DETAILS Image Qty Details Price Sub Total ***** 1 Package D - 741 This package includes:1 - (1) 5x7 & (1) 3x5 & (2) 2x3 Photo Personalization: No Personalization Photo Borders: No Border 1 - Complimentary Student Safety Cards This was ordered with the following ************] Backgrounds: Amethyst $10.00 $10.00 ***** 1 Retouching: None Student Information: Student's First Name Student Last Name (omitted for this sending)Teacher: Grade: Grade (omitted for this sending) Relationship to *************************** Name: Seven Oaks Sub total: $10.00 Total shipping: $7.00 Total: $17.00 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 ****** or by liking us on ******** Strawbridge Studios **********************************************************************************************************************, ************

      Business Response

      Date: 12/28/2022

      Hello *********,


      I am sorry to hear that you have not received your package.I am showing that your original order was shipped on 11/11/22. As you have not received this order, I have reprocessed your package. The new confirmation number is 022-1228-WYY3V. You should receive an email when this order has shipped. Please let me know if you have any other questions or concerns. 

    • Initial Complaint

      Date:12/12/2022

      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.
      I ordered my kids pictures October 15th. Got she got the pictures November 21st. We didn't get the right pictures, We got ripped off. Got a 5$ package, when I ordered the 27$ package. I responded that day. They said 3-5 business. Still Haven't gotten a response. Tried contacting them again but I doubt ill be seeing a response. I am over this. I want my pictures more then anything. But if they can't do that I want a refund.

      Business Response

      Date: 12/12/2022

      Hello *******,


      Thank you for reaching out to us. I have looked into your order, 022-1014-09U5S, and we have had this order reprinted and it will be shipped to you via ****** The tracking number for your order is: ************.Please let us know if you have any other questions or concerns. Thank you for your patience. 

    • Initial Complaint

      Date:12/05/2022

      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.
      Ordered my son's school pics over a month and a half ago. Called several times and was told it's on its way. Called today and was told it's almost done, but they are behind because of Christmas. My order was placed well before Christmas. Order hasn't even shipped. Will be recommending to schoolboard that we go with another company going forward. All I want is my son's school photos. If a company can not plan for the production demands of a product the they don't need to be in business. **************** must be getting eaten alive because every time you call they say they are too busy answering calls to help, so you have to use the chat feature to get a representative. Even then they can't and won't do anything about the order they haven't made or shipped, and is late. I'm blown away by a company operating like this.

      Business Response

      Date: 12/05/2022

      Hello ****,

      Thank you for reaching out to us. Your order: 022-1024-QP45O, was shipped today via ****** The tracking number for this package is: ************. Thank you for your patience. Please let me know if there is anything else I can assist with.

      Thank you

      ************** | Customer Service & Research Team Supervisor
      ************************************************************
      ************ | Office
      ****************************************

    • Initial Complaint

      Date:11/21/2022

      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.
      We ordered school football pictures and they were delivered with the wrong kid name printed on the pictures. I have called several times the customer service number and nobody answers. I emailed and an auto reply said I would receive a response 3-5 business days later. I received a response 14 business days later asking for a mailing address. No apology and no explanation of the solution. It only asked for a mailing address. I replied with the school mailing address where the pictures were sent and our home address. I then received another auto reply that we would receive a response 3-5 business days. This was on 11/2/22 and still have not received corrected pictures or any response from the company. His name is ****. The name ***** is printed on the pictures as shown in the uploaded picture. The package was addressed to ***** ********** another student on his team.

      Business Response

      Date: 11/21/2022

      Hello ******,

      It was a pleasure to speak with you over the phone today. As per our discussion, a portrait of Noah will be sent to you. The reference number for the complementary print is: *********** You will receive an email when this portrait has shipped. Please let me know if you have any other questions or concerns. 

    Strawbridge Studios, Inc. is BBB Accredited.

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