ComplaintsforClix New England

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My children had school pictures in Oct with Clix NE at Alpha Bits Learning Center in Manchester NH. After receiving the proofs of the pictures taken, the teacher that was present with my children stated that the company took a bunch of photos of the two of them. I had only receiving one picture of the 2 of them. I contacted the company thru email via their website but received no response. Today I did speak with the director of the daycare to complain about how unhappy I was this year with picture company. She stated that many people were unhappy and that the daycare will not be using them again. She contacted the company today for me as I had still not heard back after 3 weeks. I received a note from the daycare that all the pictures had been uploaded online for me to view. When I went online to view the pictures there was only 3 pictures uploaded 2 of which were the same. The package options have increased in price this year, which I understand, that allow for up to 5 pictures per packages. I was planning on purchasing all photos however, I would like to see all the pictures for the price.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/18) */ I see your e-mail inquiry to us on October 21st, and we sincerely apologize for our lack of timely response. The unprecedented labor shortage in New Hampshire coupled with supply chain issues has definitely impacted us. We were running a solid week behind in answering e-mails, but you are correct that yours fell between the cracks and we missed answering your question. It's been a tough season. We are diligently working to dig ourselves out. More importantly, we are signing up additional labs & vendors, and have invested in systems that will allow us to hire more people for 2022 so we don't repeat what happened this fall. Our goal with daycare photography is, and always has been, to get 5 unique poses of each student individually and 1-2 unique pictures of siblings together. This is mostly due to time constraints. Picture day is disruptive to a daycare, we are using one of their classrooms for pictures. So we are always trying to balance getting great images of the children and respecting the daycare center's need for us to be done in a reasonable amount of time. Sibling photos take a lot of time, which is why we limit our photography to one or two poses. For individual pictures, we aim for 5 poses, but depending on how the child is doing, we don't always get 5. There is a fair amount of fear of strangers at these young ages. Fortunately, both of your sons did great. Again, our target of 5 poses for individuals and 1-2 for siblings is not a new policy. It's how we've always done it. While our pricing model changed, the price for digital images actually went down by $1 in your case. Last year the price was $99 for all JPG files for children in the same household. This year the price is $49 for the first gallery, then 1/2 price for any other galleries. You have 3 galleries (one for each child, and one for the siblings). Total price, $98. Your boys were in a great mood, and the sibling photos were adorable. The photographer took exactly 5 pictures with the goal of getting 1 or 2 unique poses. We went ahead and posted all 5 pictures taken in your gallery. If you order the digital images, you will get all 5.

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