ComplaintsforBound and Branch LLC

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/12/2022-11/12-2023 We paid Bound and Branch to do our wedding photos and video. Our dispute is over the video, which we paid $720 for. The contract states we will receive a "7-8 minute cinematic video." We were told it was a six-month turnaround for the video. The wedding was 11/12/2022. Six months passed in May. We were told our video was “next” in June. They asked for songs in August. In October, they completely stopped answering us. They said some personal issues came up but didn’t communicate anything at all to us. We finally talked to someone after a month of hearing nothing. They agreed to send us the raw footage and a "draft video" so we would have something to watch on our one-year anniversary. The draft video was far from cinematic and showed that they did little to no work over the course of a year. You can watch the video here:  ******************************************* The video was so egregious and unprofessional, I texted them about receiving a refund. They said a refund was "not even an option." After a year of waiting and receiving an incredibly disappointing video, I posted a review. They didn't like this and told us that would be the final video and we were done working together. Not only is the video not "cinematic" but it is only 6 minutes and 51 seconds. This clearly breaks the contract. I have tried to find a resolution with them but, at this point, we would simply like a refund. 

  Business response

  12/04/2023

  We’re so sorry to hear about this. We have communicated several times with many people a resolution but just met with threats and insults. They’ve even come to the extreme to have others post fake reviews. They’re doing all they can in every avenue to post about is *** harm our business. Unfortunately the $720 request for a refund is not possible as the wedding day was captured. Even though it’s not to their *******, they did sign the contract agreeing that all the work was at the photographers discretion. And that if they were not satisfied with the results that did not mean, the contract was in breach. And it also does not constitute for a refund. The work was done. Someone went there and captured their wedding day. The fact that they disregard all work is sad and hurtful as an artist. We did offer a partial refund of $200 which the estimated cost of editing was but got no response after they went on a bashing spree we did let them know we could no longer communicate with them as they were doing nothing, but trying to harm our business. 

  Customer response

  12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There are many lies in their response. They did not offer $200 before this response and they will only provide the refund if we take down the negative review. This is bribery. I would warn anyone else against working with this business.  Regards,  ******* *********

*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. ↩