ComplaintsforUpstate Images
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received an email as well as a text that I could get a discount from them on my son's senior pictures as long as I ordered by a certain date. The code that they gave me for that was EARLYBIRDSEPT and it was for 10% off if used by Monday, October 9th. I received the email at 9:05am and I placed the order (********) a little after 10pm. I called and was told that the promo was over on the 7th but I had just received an email and a text on the 9th that the code was valid. I paid 473.07 and would like my 10% back. I feel like this is false advertising.Business response
10/13/2023
I called (left message) and emailed (attached) Ms. ******** to explain it was an error that the email was sent out and I apologized for the error. The representative she reached when she called out office told her that the discount was expired. We realized it was an error and I have processed a partial refund for the 10% she was hoping to get on the package she order. The package price was $425.00, the additional $48.50 was tax and shipping. 10% off the package price was $42.50 and that was refunded today. Please let me know if you need any other information.Initial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My daughter had photos taken by this company for yearbook and yearly photos. When we received the 'proof' with the order form, it was not my daughter in the photo. I contacted the company and her school, and they were not able to track down the photos of my daughter, or who was in the photo I received. My daughter had to have photo retakes done (which was OK, I'm not upset about the retakes) in order to have photos associated with her name. I had thought the issue was as resolved as it could be, but now months later I'm receiving emails suggesting I should purchase items with a photo on them. The photo is NOT my daughter, but the original student (*******). I contacted the company asking if her family might be OK with me ordering a tote bag with their daughter's face on it. Do they have my daughter's face printed on something? What assurance do I have that our privacy is secure? And why wasn't this resolved when the problem was intitially discovered? I have not yet heard back, but will not be dealing with this company again. Your photos are NOT SECURE.Business response
03/27/2023
We spoke to the customer and believed that the situation is resolved. The customer's email had been associate with a different student's image when a mistake was made in the fall. That caused her to be notified about that same incorrect student. Once she made us aware of this situation we removed her email from unintentional student's gallery.Customer response
03/28/2023
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. Though, I have since received another promotional email suggesting that I purchase something with ********* photo. Regards, ******* *****Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered Senior Pictures for my daughter. Paid over $300 for a package. Problem- the pictures that arrived were not pictures of my daughter. I have called and was told to email... I emailed and did not get a satisfactory response. I called and called and called. No return of calls. I want the pictures of my daughter- not someone else. Please help.Business response
10/28/2022
Hello, We will reach out to the customer and assist them with their issues and concerns.
Thank you.
Customer response
10/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18297197, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. NO ONE HAS REACHED OUT TO ME FROM THIS COMPANY. THIS IS OUTRAGEOUS! Every other kid in my child's school has pictures of their child. Please keep on this company... if I do not get my pictures of my child then I want my money back.
Regards,
**** *****
Business response
11/08/2022
Ms. **** and I spoke on the phone and have a resolution. The corrected package has been reordered with a rush and the additional photo she requested has also been ordered. Once completed the package will ship Next Day Delivery.
Thank you
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.