ComplaintsforCherry Hill Photo Enterprises, Inc

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the ************** with my family to take Easter photos of my grandson. We purchased a package at the time of our photo session. The photos were printed at the end of the photo session. My daughter -in-law kept the larger prints, so within one week or two, I decided to order 8x10s from the Cherry Hill website. I selected four (4) poses (two of which had the 2024 banner across the bottom). I selected 8x10 and matte finish for each pose.When I received the photos in the mail, I noticed the two with the 2024 banner had part of the banner cropped off.On 5/1/2024, I emailed Cherry Hill and informed them of the issue. I requested a full refund for the two (2) prints or a re-print of the photos with the 2024 banner fully displayed. I have not received a response.

  Business response

  05/08/2024

  We have reviewed our tickets from this customer and have not located a request with the issues of her printed images received from her order.  Only ticket we have from this email address is a request on March 31st that her digital album still had the watermark on the images, which was resolved the same day.
  
  In review of the customer's order, these are custom orders created by the guests on the website.  Each of the images selected for a print order should be reviewed with the cropping or any adjustments to accommodate the size of the picture selected.  Since there is a variety of picture sizes available to order, each order should be reviewed and adjusted as needed before finalizing their online order.

  Customer response

  05/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  
  

  I was not aware that customers were responsible for cropping photos before completing the re-print order.
   
  Please reach out to the business to see if I can make a new re-print order.

  Thank you.

  Regards,
  
  *********************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled an appointment online. Their booking does not provide any type of notice on cancellation policy and there were no terms of service to review. They charged my card ahead of time in the amount of *****. After a few minutes I realized I needed to cancel the appointment and tried to do so. There is no option to cancel and when I reached out to customer service by email (no one answers the phone), I was sent a policy that states no cancellations or refunds. There was NO NOTICE of this policy when going through the booking process. No one will help my further with this matter and I cannot attend this appointment. My attempt to cancel was 5 minutes after I scheduled the appointment. I need a refund issued and customer service will not speak to me any further. I have notified my bank and filed a claim as well.

  Business response

  03/20/2024

  It is our policy and is posted in the FAQ's and Terms of Services that guests can view from our website - WhereisBunny.com that outlines these policies, however we also recognize that some extenuating circumstances may occur with out guests and their reservations.  **************** reservation was cancelled on 3/19/2024, the same day as her interaction with us, and once the cancellation was processed a communication is sent to guest via email and text that the reservation was cancelled and refund processed

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  December 16th, we attended the ********* a town Centre to have a photo taken with Santa. I booked the appointment online in advance and pre-paid for a photo package ($57!). We arrived on time, but they book time slots, so we waited approx 30 mins which is understandable. My kids spent ***be 3 minutes with Santa (that *** be generous). I then went to select the print Id liked printed. They hand me a stack and say theyre busy so they pre-print them and this is what I get. I paid $57 when really I wanted was 2 5x7 prints. One for me and one for my Mom. I got one nice print, 1 silly photo that is fun, but not one Id print and one 5x7 with a 3x4 photo with a giant frame. My Mother would be pulling out a magnifying glass to see her grand kids. I also got some other smaller photos that I really dont care that much about. But I paid $57 to get 2 photos because of how their packages work. When I shared with the cashier that I was unhappy. She said this is how they do it to which I said thats not really acceptable Id like to choose what I pay for and I always have in the past. This also wasnt made clear to me when I booked and while photos were being taken or I would have declined the silly photos, but I didnt want to be rude. I said all I really wanted was 1 more 5x7 printed of the nice photo.- first she told me to go to ******* and pay to have photos taken.- then she said she cant print one, but she implied if I paid for it I could have one. And I said I wasnt willing to do that. - I asked for a manager and she said to call cherry hill which I can see is useless.- she finally printed the pic, but then started fighting with me that I had to give back one of the 5x7 full prints and keep the one with that giant ridiculous border. I have NEVER had such an unreasonable interaction. As a customer I have a right to chose how my money is spent. I will be calling the malls and contacting corporate members of them to lodge a complaint and correct this.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had A terrible experience at the **************** trying to get photos with Santa. The employee was rude and short to everyone from the beginning, i asked For help with where reservations stand and was told rudely that he was busy setting up. The days are gone of happy elves assisting Santa. We had paid $20 for our reservation and chose the time we wanted prior to getting in line and saw 3 package options. After their picture with Santa who was awesome and super kind and authentic we went to the side to look at the photo options. I was Told they werent offering any other package other than the highest priced one with the most pictures, i has No intention of getting that package, i asked why i couldnt See the other package options and was told that there is no other options i said but i saw More options on line. He said no thats it. I said okay well i dont Need that many images i want a refund then, he said i have To contact cherry hill, i was In the process of doing that online and The employee ****** then told the other employee i dont Have time for her just give her the other package, i was Like wait didnt you say no other packages were available? He said hurry up and pay so he can take the next person. I said I want A refund he said if you pay now you can contact the company for a refund. So i did That. I paid And immediately called the company who has no way to speak to a live person. I then Did the only other option and submitted a claim online, explained my experience, the response was short and cold and stated i had A chance to view my pictures and was under no obligation to buy and now i had No option for a refund. I was Treated rudely in front of my kids, dismissed, and lied to just to get to the next paying customer. Disgrace of a company .

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my children to our local mall to take our annual pictures with Santa. This year turned out to be a great disappointment. Santa was late, all the equipment was unplugged and not working, there was only one photographer present expected to do everything and Santa's suit was shabby and had holes. The employee was overwhelmed while trying to resolve the equipment issue. We were able to take photos after a 2 hour wait and the photographer stated we could call the corporate office and explain the situation and the company would work with us as a thank you for our patience and patronage. I have been calling this company since 12/4/21 and have not received a call back from anyone. I have placed several messages, including emails with no response. The representatives taking the messages are rude and are unconcerned. I have been going to this same mall and Santa location for 12 years and only called the corporate offices at the request of the photographer. At this point, I am saddened and frustrated by the lack of professionalism by this company. I would like to be contacted by a manager to discuss this situation.Thank you

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