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Business Profile

Photographer

Townsley Portraits

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:04/01/2025

    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.
    I was told I won a free photo shoot from this company valued at $1000 with a free print and I just needed to place a $99 deposit for booking. Initially I was excited as I had never won a contest before but this was a scheming lie told by this company. Tons of people over the last 6+ months have won the contest. I should have read the reviews on this company before ever booking to know this company had so many red flags. Regardless, I answered the call by someone there to book and initially told them I was super busy at work but would try to make the time to speak with them. I did just that and booked thinking I would get the deposit back. I was NEVER told it was non refundable when booking. Fast forward to 03/29/2025. I emailed to cancel my appointment (scheduled for 4/5/25) as I am out of town dealing with a serious family emergency and was met with a ***** email telling me I would not be receiving my deposit back. I responded almost instantly but have not been called or emailed back. This instantly gave me a sour taste in my mouth so I dug deeper into this company and found their outrageous prices, and sales scheming tactics. I will NEVER recommend anyone to this company as they have made it clear they dont care about clients and care more about scamming you out of your money.

    Customer Answer

    Date: 04/01/2025

    Townsley has contacted me and issued an apology and a refund. I would like to close this complaint at this time. 

  • Initial Complaint

    Date:02/20/2025

    Type:Product 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.
    Townsley Portraits contact me so that I want a free photo shoot so I scheduled a photo shoot for Valentines Day February 14, 2025 and I had to p*** deposit of $99 to be able to get the photo shoot which I did and they said I would get it back the day of photo shoot Now they scheduled me for 530 and they were closed by 5 oclock so when I called around 5:20 to let them know. Ill be a little late. They were already closed so they called the next day and rescheduled me and the day that they rescheduled me. I was gonna be lateagain cause I do live pretty far from their location And once again they werent there so I called and they wouldnt give me my money back or reschedule me so I want my money I dont want any more photo shoot. I just want the $99 that I put up back.

    Business Response

    Date: 02/20/2025

    The client violated a written policy regarding being late to her scheduled appointment by more than 15 mins. She showed up more than an hour late to her studio appointment at 5:30pm 02/14. She arrived at 6:30pm, the studio had already closed. We rescheduled her again for 02/18, she was more than an hour late again. See attached. She knew she was late by her own words.

    Our policy states that if you are more than 15 minutes late, you forfeit your deposit. She was advised of this numerous time on the phone and in wirting. The client is clearly in the wrong but we will refund her deposit if she agrees to remove this claim and agrees to not write any other negatives regarding Townsley Portraits on any other public forums, Yelp, ******* etc.

    Regards.

     

  • Initial Complaint

    Date:06/22/2023

    Type:Product 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.
    Booked a photography session with Townsley Photography and they called the day before and cancelled on us and asked us to reschedule. After reviewing our schedule we cannot re schedule at this time so we asked for a refund due to them cancelling on us! They have not stated they will not be refunding us.

    Business Response

    Date: 06/23/2023

    To whom it may concern,

    Per company protocol, our staff is not authorized to issue refunds. The General Manager was notified about the client's request and approved the refund. There was no time between the complaint the client submitted with the BBB and the complaint submitted to us directly; giving our management insufficient time to rectify the complaint.

    The refund has been issued and we hope this rectifies the complaint with the BBB.

  • Initial Complaint

    Date:05/28/2022

    Type:Product 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.
    So this business said we won a free portrait sitting with our dogs. They called me *** 12th. They said they needed a credit card for the appointment. So she said she'll put $1.00 on the card to hold it. So then I discussed with my husband he said we couldn't afford it at this time to even want to buy pictures if we want, so I called may 12th to cancel our appointment. I left a message.. a few hours later, I received a text saying , "ok ****, I understand ". So now, on May 27th,, they took $98.00 out of our account for the June 4th sitting in which I CANCELED may 12th. I called twice, no answer, no recording to leave a message which is odd because last time I got a recording. So a hour or so after I called, I received a text stating they looked back on all their records of phone calls and never seen my phone number, then proceeded to argue with me that I never cancelled. But still, I am well within OVER A WEEK OF CANCELLING AGAIN. So I told her for the 3rd time I cancelled and demand a reverse charge on my card. And she put herself in the liars seat by telling me I never called but yet, she responded via text to my message. Lol how dumb was that? So I am reading their obligations this morning. They need 72 hours to cancel. The first time I cancelled was 276 hours, the 2nd time I cancelled, when they took money out for services NOT RENDERED, was 96 hours, and I also kept texting her that I cancelled AGAIN FOR THE 3 rd time because they are arguing with me that I. NEver cancelled!! So now it's , the next morning and my charges are not reversed and they will not answer their phone or answer my texts. We want our $98 dollars back that I. Ever gave them the ok to take out off our card so for one that's fraudulent and I cancelled numerous times. So they better not respond days later they need to make this right and not do this to anyone else in the future. That horrible buisness manner, just to get people in there? Terrible. Apparently their free means "take money "

    Business Response

    Date: 07/21/2022

    Business Response /* (1000, 5, 2022/06/01) */ I'm going to make this quick and simple. On 5/27/22 we issued **** a refund. Never did **** ask for a cancelation she asked to change the payment processing date to . Our company policy is we will refund you within 72 hours after you have been booked for your appointment. On 5/19/22 @ 7:31 PM **** asked if we could change her payment day to 5/27/22, Which is the day of the payment. After **** left voicemails and text on 5/27/22 I instructed staff to issue the refund, which will take 3-5 business days to reflect in her account. Our call logs say we called on 5/27/22 @ 6:44 PM and 6:42 PM however the call went straight to voicemail. Again, **** has fully been refunded by Townsley Portraits on 5/27/22

Townsley Portraits is NOT a BBB Accredited Business.

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