ComplaintsforInmate Photos, LLC
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Complaint Details
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Initial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did not order these pictures sent to my inmate. One of the pictures sent could have caused my loved one to get beat up. I want my money returned to my account.Business response
01/12/2024
To Whom It May ******************* Complaint #********
We are writing in response to the complaint filed with your organization on January 12, ****, by ***********************************. We value our customers and take their concerns seriously. Below, we outline the sequence of events and our actions, which we hope will provide the necessary context for this matter.
******************** placed an order with us which she uploaded 2 photos on the app. We processed and shipped her January 3, ****, in accordance with our standard shipping practices.
The next day, January 4, ****, ******************** sent us an email stating that she did not approve nor ask to send any pictures. We sadly informed her that we received an order from her with her information as the sender as well as the inmate's information that was provided on the order, and that the photos were already printed and shipped. By January 8, ****, ******************** responded to our email stating that she wanted a refund of $8.45 on her order. She said that she put her debit card information to pay thinking that it will be through the *** Getting Out app, not with the Inmate Photos app. We explained to ******************** that the photos were already printed and shipped, therefore we could not ***** a refund. We communicated this information to ******************** and we understand that she is upset about the situation, and we empathize with her. However, our actions have been consistent with our policies and legal obligations. We hope this explanation provides the necessary context for our actions.
If you have any further questions or require additional information, please do not hesitate to contact us.
Thank you for your attention to this matter.
Sincerely,
*********************************
CS Manager | Inmate PhotosInitial Complaint
09/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Wed, Sep 6, 2023Business response
10/27/2023
To Whom It May ******************* Complaint 20650773
We are writing in response to the complaint filed with your organization on September 25, 2023, by *************************************. We value our customers and take their concerns seriously. Below, we outline the sequence of events and our actions, which we hope will provide the necessary context for this matter.
********************** placed two orders with us. We processed and shipped her first order on June 20, 2023, and her second order on July 3, 2023, in accordance with our standard shipping practices.
********************** contacted and informed us that the photo on her first order was returned and we found out that it was returned due to incorrect facility location and mailing address. We've then updated the order information, reprinted and re-shipped the photo and photobook on both her orders to the correct facility location and mailing address. ********************** contacted us again asking a refund for both of her orders. We explained to her that the we already reprinted and re-shipped her order in good faith, therefore we could not ***** a refund. We communicated this information to ********************** and we understand that she is upset about the situation, and we empathize with her. However, our actions have been consistent with our policies and legal obligations. We hope this explanation provides the necessary context for our actions.
If you have any further questions or require additional information, please do not hesitate to contact us.
Thank you for your attention to this matter.
Sincerely,
*********************************
CS Manager | Inmate PhotosInitial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The recipient of the photos I ordered reported that the photos were blacked out and of poor quality. When I reported the issue, the rep. stated that they print out the photos on state of the art printers but that some facilities are known for re-printing the photos on printing paper before delivering them to the recipients. Upon asking the rep. for a refund due to the bad order, I was denied a refund and told that their FAQ states no refunds. However, I have attached their FAQ which does not reference their refund policy. Then when I asked for my order to be re-printed and re-delivered due to the order not being delivered as advertised, I was told that once the order is received at the facility it is out of their hands. After, I asked for evidence of this disclaimer in their website, they stated that I could find this information in their FAQ. However, I have attached their FAQ to this complaint and this issue is not referenced in their FAQ. Lastly, I asked for their consumer complaint and contact information to submit a complaint three times and was flat ignored.Business response
10/24/2022
Hi *********
We are truly sorry that our response was delayed. We are more than happy to reprint and re-ship the photos to the inmate, free of charge. In fact, we've already reprinted and re-shipped the photos last October 13 after we received the complaint and the customerhad been informed about it. But we do not issue refunds once the photos have already been shipped and received by the inmate. If it's a quality issue, we will be more than happy to send you the photos so you can check them but we need the customer's permission to do that first as it is a privacy issue.
We appreciate your business. If you have any questions, please don't hesitate to contact us!
Regards,
Inmate Photos
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.