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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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    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:11/15/2022

      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 purchased school pictures in August 2022. My daughter didn't like them and on retake day gave them the pictures back and got them retaken. When I ordered the new ones I didn't realize they would charge me double. I want my refund back on the first set of pictures. I have reached out many times with either they forgot what I emailed them about to receiving no response at all. The info they will ask for is her name ***** **** ********* highschool, their order #************ Image ******. I just want my refund. Thank you.

      Business Response

      Date: 11/15/2022

      Hello *****,

      Thank you for reaching out. I have located your original order, *************, and I have processed a full refund for this order. You will receive a follow up email from us confirming this transaction has gone through. The funds should be added back to your account within 3-5 business days, or however quickly your specific bank settles transactions. Please feel free to reach out to your bank for any further questions in regards to their refund policy. If you have any other questions or concerns, please let us know!

      Customer Answer

      Date: 11/16/2022


      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:11/07/2022

      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.
      POOR QUALITY PHOTOS AND PRODUCTION. SPEND YOUR MONEY SOMEWHERE ELSE!!! Trash customer service on top. We have been trying to order our photos online for whatever reason there is an error every time I ordering or re-submitting my son's order with a different cc. It just won't process our orderI went to friends at ****** school Multiple moms from the school have shown me their photos they look like GARBAGE ! A kid could have printed this in his basement what kind of company is this?? I actually tried contacting this company via live chat , AND email no one actually follows up with you that's the only way they accept communication no one gets back, phony automated customer service is designed to avoid helping their guests or members. They only want money they don't care to help families get their memories of their children. Don't give them your business you'll absolutely regret it

      Business Response

      Date: 11/07/2022

      Hello *********,

      It was a pleasure to speak with you today. As I stated over the phone, the confirmation number for your order is *************. You should have already received your confirmation email. If you have any other questions or concerns, please feel free to let me know. 

    • Initial Complaint

      Date:11/04/2022

      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.
      My daughter's fall picture was taken in September 2022. I placed an order (wrote a check out for $10.00, check # **** at that time). The picture never arrived to the school. I have called the customer service number (###-###-####) and no one will pick up and it will not leave me an option to leave a voicemail. I have emailed customer service and have been in contact with ******* W. and ******* T. Over the course of a couple of emails in the month of October, ******* W had indicated the picture is in the final stages of production and should ship this week and it will be Fed Ex. I followed up again with customer service and ******* T had indicated it is in the printing stage of production and should be delivered 4 - 6 weeks. I am frustrated that a picture which was taken in September and sent out to the school is taking this long to have it delivered to my home. I feel as though I am not getting anywhere with customer service and would like this matter rectified by an outside source.

      Business Response

      Date: 11/07/2022

      Hello **********

      I am sorry to hear that you still have not received your order. I am showing that your order, Reference number *********** Was shipped on 11/4/22 via FedEx. The FedEx tracking number is: ************. If you have any other questions or concerns, please feel free to let me know!

      Customer Answer

      Date: 11/09/2022


      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:11/02/2022

      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 took pictures on 9/13/22 at ********** Elementary school in **********, Va. I spoke to the school has not received them. I sent strawbridge an email. I held the customer service line over 40 minutes for it to disconnect & then I tried several times. I didn’t $20 on memory pictures for my 5th grader & I don’t have them. I paid online & the school says they distributed all the pictures & my daughter never received them from the school.

      Business Response

      Date: 11/02/2022

      Hello *****,

      Thank you for reaching out to us. I have looked into your order, *************, and I see that a replacement package is already in production and will be sent to the school. The confirmation number for this package is: **********. If you have any other questions or concerns, please feel free to let me know. 

       

      Thank you

      ***** *. | Customer Service & Research Team Supervisor
      **** ************ ** ******* ** ***** ************ * ****** ******************************* ***********
      Strawbridge Studios prides itself on doing what is right and excelling in customer satisfaction.
      If you’ve had a positive experience, please take a moment to help us by writing a review on ****** or by liking us on ********.

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service 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.
      Fall school photos Photos are not sendable or worth framing. I have called customer service multiple times with no answer. Did the suggested online chat multiple times with no response. I emailed through the company website and through my personal email. Only an automated response from personal email. I contacted the school who said they would get in touch with the photographer. No one has responded to me. I am requesting a refund.

      Business Response

      Date: 10/13/2022

      Hello ******,

      Thank you for reaching out to us. I am sorry to hear that you have issues with your portraits. I have located your order, *************, and have submitted a full refund for the order. I am showing that your school is having a retake day on 10/28/2022. Please have your student bring the photos to school on that date and hand it in. We will retake the picture and send a replacement package with the new image. Let me know if you have any other questions or concerns.

      Thank you.

      Customer Answer

      Date: 10/13/2022


      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:07/05/2022

      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.
      Ordered and paid for Pictures that were not received.. Phone calls unanswered..chat assistance - no one available.. Numerous emails unanswered.. Please Help! ORDER # ************ Package B PAID 5/3/2022 $35.00

      Business Response

      Date: 07/18/2022

      Hello,

      I am sorry to hear that you have not received your package. I am showing that your order, ************, was shipped on 7/13/2022. Please allow 7-10 business days for this order to be delivered as it was shipped via USPS. If you still have not received your package after that time frame, I will be more that happy to reprocess the order. Please let me know if there is anything else I can assist with. 

      *********** *****, Customer Service Supervisor

    • Initial Complaint

      Date:06/01/2022

      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.
      Ordered my daughter’s senior pictures on 3/12/2022, in that order I ordered 2 acrylic blocks. I received my photos on 4/8/22 but not my blocks, I called strawbridge and they informed my I would receive my blocks in 2 weeks. I never received them, I have called countless times with no answers to where my blocks were or when I would be receiving them. On 5/25/22 I received an email from customer service stating that the blocks were discontinued and a refund was being sent to my bank. I still haven’t received my refund. I called on 5/31/22 and was told my refund was being sent to my bank right then, still haven’t seen the refund. I just want my refund and an tired of being jerked around about what’s going on.

      Business Response

      Date: 06/01/2022

      Hello Ms. *********

      Thank you for bringing these issues to my attention. I am extremely sorry for the miscommunication. Unfortunately, the acrylic blocks are outsourced and it was a surprise to us as well when they were discontinued. As far as the refund, a refund request was sent and I have followed up with that request, currently it is being processed and should show in your account in the next few days.

      Again, my apologies for the miscommunication and the delay.

      Thanks,

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

      Customer Service Supervisor

      Customer Answer

      Date: 06/02/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 17298206, and find that this resolution is satisfactory to me.

      Sincerely,

      Amanda Williams

    • Initial Complaint

      Date:05/30/2022

      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 ordered my son's Spring Pictures online that took place at that school months ago. I only received the proof and no 8 x 10's that I ordered. I have chatted online and called and spoke with someone. I was told 3 different times that they would reorder them and have them FedEx ASAP. I am getting frustrated because all I want is my Son's 5th grade pictures that I already paid for. I was told the last time that I would get an email with the tracking number when they were shipped. That has been over a month ago. I am contacting the school and letting them know they need to find a new picture company due to all the complaints on this site, also have a F for a BBB score, and not receiving my pictures. I don't know what else to do. I will continue to try to call, but need help getting this resolved. All I want is my two 8 x 10's that I ordered!!

      Business Response

      Date: 05/31/2022

      Hello Ms. ******,

      I am very sorry you have had to wait so long for your son's pictures. I have looked into your online order and it appears as if it was delayed because in the Student Information Section you included your name instead of your son's. When you spoke to **** on 5/10/2022 she corrected this information and normal production time is about 3 weeks. Your order is waiting to be picked up by Fedex and your tracking number is 5*********63, this will be active once Fedex scans your package.

      Again my apologies for the delay.

      Thanks,

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

      Customer Service Supervisor

      Customer Answer

      Date: 05/31/2022


      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:05/20/2022

      Type:Customer Service 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.
      Hello, we purchased school pictures for two of our grandchildren in March 2022, as we do for all their pictures and have yet to receive them! My daughter in-law had been in contact with Strawbridge Studios at least twice to no avail. They have been rude to her stating there has been no record of the purchase even when she told them the checks …two separate checks one for each child we’re cashed on April 12, 2022. I sent screen shot of the canceled checks to my daughter in law to send to them, they in turn said it was fake and that she was trying to get free pictures!! I am horrified of the treatment my daughter in law has received!! My husband went to our credit union and received copies of the cancelled checks with all the info. So yes, they had no problem cashing these monies and us receiving nothing. I believe I feel fraud has been done here paying for services and receiving nothing. Check **** ****** ********* &28.00 Both written and turned in on March 31, 22 Both cashed on April 12, 22 School has ended this year and we are still here waiting. So when we called again today at noon, they have two recordings one saying they are open M-F then another one that their closed.

      Business Response

      Date: 05/24/2022

      Hello Ms. *******,

      I am extremely sorry about your experience with our customer service. I am going to reach out to your personal email to get more information about your orders with the goal of expediting your orders and sending them directly to your address.

      Again, my apologies. I am looking forward to correcting this issue for you.

      Thanks,

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

      Customer Service Supervisor

      Customer Answer

      Date: 05/24/2022


      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,

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

    Strawbridge Studios, Inc. is BBB Accredited.

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