Complaints

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.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  School photos taken 9-18-2024, received 10-22-2024. I paid an additional $15 for blemish removal for an obvious blemish to my 7 year old son's right eye and the blemish was not removed. I contacted the company via email 10-22-224 to remedy the issue without a response. I than called twice until finally receiving a call back on December 10, 2024. The customer service representative stated they were having phone issues and her voice kept cutting out. She explained that the injury to his right eye wasn't considered a blemish so they would not be refunding me for the service. I ordered the photos online and no where did it state that a scabbed black eye was not considered a blemish and would not be included in the blemish removal. I paid for a service that was not provided and the customer service representative said "I understand you are frustrated but we will not be refunding you." The blemish removal seems to be an easy click to scam families out of money not an actual service the photography studio provides.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This fall the company misplaced my son’s school portrait. ******* ******** - ***** elementary. Weeks later it was found and sent to us. I asked that they ensured that his photo be in the yearbook, and delivered to us. We purchased a year book, and my son’s picture was not included. He is listed as not pictured. This is the second error made by the studio. At this point, I want a full refund in the amount of the portraits taken and the school yearbook. I have spent $57.98 on both the portrait and the yearbook. I have left messages and emails that have gone unanswered.

  Business Response

  Date: 06/03/2024

  In response to complaint ID# ********
  We do not dispute the unfortunate error with *******’s image. We took his picture away from the others due to a flash sensitivity and his image was misfiled. We located the image, printed both parent's orders and shipped them via UPS on 10/20/23, so they received their full orders. The yearbook was proofed by the school, and the school approved it to print, we were not made aware that ******* was not pictured until 05/31 when Ms. ****** left a voicemail. No other communication attempt was made by mom. 
  Our resolution is we will refund the full amount of the following orders:
  9812611 – School pictures - $(36.49) -dated 09/13/23, this is too old to refund the card: submitted refund request to accounting and a check will be mailed. 
  10403562 – Yearbook - $ (21.49) - Processed 06/03/24 @ 9:05 am
  Total Refund ($ 57.98)
  I am also sending a picture sticker of ******* to his parents so they can put it in their copy of the yearbook. 

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  For the second time, Ripcho provided my photo order without the retouching that I paid for. On the first order, the corrected it after I pointed it out. On the second order, they are ignoring all of emails to support, requests for them to remake the order, and finally, a refund since they ignored the previous requests. Order number: #********

  Business Response

  Date: 01/24/2023

  Our emails are distributed to different customer service reps. I cannot see any of the intenitionally ignoring a customer. I am sure it was an honest mistake. I took it myself and resent to the lab to make sure retouching is done. I will refund the 15.00 for the retouching customer needs to allow 24-48 hours for it to show on her card. 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello On 9/7/22 I ordered elementary school photos from Ripcho Studio. On 10/18/22 my daughter brought home a photo proof with a form to order photos The photographer couldn't spell our last name and didn't bother to look by her first name she is the only child in that school with her first name and this is where the problem begins . I emailed the first time 10/18/22 and was told no problem they found my photos and they are being sent to the lab ok second email 11/3/22 where are my photos have they been sent to the school yet nope we are still working on them ok 12/1/22 leave a voicemail no one calls back 12/6/22 send an email and voicemail no response 12/8/22 and 12/9/22 email and voicemails 12/9/22 my daughter walks out of school with the wrong pictures and I know someone is either listening to my voicemails or reading my emails. I asked for a 75% refund and that my original photo be emailed to me so I can go elsewhere to get it printed this companys customer service is horrible no one answers the phone or responds this issue was caused by your photographer and now I'm being ignored you sent me a refund and the wrong photos I need the original photo emailed to me the code on the original photo is *********

  Business Response

  Date: 12/14/2022

  Cara was sent a full refund instead of 75% because of our photographers error. Nobody has Ignored her if we don't return a call right away it is because we are behind and short staffed. We are working on this for next year. I did research all the emails and I seen she was working with Simon. Simon is no longer in customer service and has not been since November 7th. We were showing that the student had two pictures. Day 1 and a retake picture. The retake picture overrides day 1 That is why she received the retake. If she didn't want retakes the student should have never went to retakes. I will send the digital download of day 1 make that image the primary for any yearbook purposes and we don't usually do digital downloads of class pictures but I will send her one in this instance. That digital image that will be received will be in our standard grey background. Only our lab changes the background. The customer will own the image and can have done to it whatever she would like with the copyright release. 

  At this moment I feel all has been taken care of 

  1. Customer received full refund

  2. Name was corrected in our system

  3. Primary has been changed to Day 1 pictures

  4. Digital downloads of Day 1 pictures and Class picture is being sent. 

  5. Customer now has pictures from Retake, Day 1 and class pictures all at no charge due to full refund. 

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Two of my children had school pictures taken (October 2022) and when I received them, I wasn't happy. I called Ripcho three times and left a voicemail each time and emailed them once with no reply. I am aware that there is a picture make up day but that is not what I want. I am satisfied with the pictures other than the editing so I am not going through the process of retakes when this problem solely falls on the company. My kids' faces were edited way too much and they are too white/too bright. I really didn't want to take it this far but when the company failed to get back to me, it had to come to this. I have taken pictures of them and attached them but it's hard to tell by taking a picture of another picture. I'd like the originals to be edited the correct way or just refund me.

  Business Response

  Date: 11/29/2022

  I did check our emails and I did not find any calls from customer she may have left a voicemail but this department did not receive it. I found the customers orders and original pictures in our database and gave her a call so I can see what the issue was. I advised her to go to retakes and she does not want too. We came to an agreement I printed her pictures in house to see if she thought they were better. They will be in the mail to her in the morning. The pictures look fine on our end and I told her when she receives these and she does not like them she will need to go to retakes. She was then concerned if the retakes didn't work out if she can have day 1 pictures back. I did let her know that is not an issue we could always exchange again. 

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I will be waiting on the mailed pictures. But when speaking to the business, she did not mention there are other departments that might’ve received my calls/voicemails. I just tried going back to my call log to redial calls but it being a while, they no longer come up. She said they are short staffed and she is the only person, and she might’ve missed my call and it’s hard to keep up with 200 emails a day. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business Response

  Date: 11/29/2022

  Pictures were printed in house and will be in the morning mail. I will be watching for her emails so she does not get lost among other emails. Customer will decide what she wants to do regarding reprinted images. 

  Customer Answer

  Date: 11/29/2022

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  Date:11/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have contacted ****** Studio on five separate occasions regarding my son’s high school pictures that were purchased and paid in full, but never received. I personally spoke to the owner of the company, Bill ****** 21 days ago letting him know of our problem and he assured me it would be handled personally by him and the pictures re-printed and expedited to our home. On this date, I also asked him to remove the payment for our long wait and the repeated attempts at contacting his company. I have even contacted the school and tried to get the pictures that route. I am beyond frustrated with this company and wanted to do the right thing by going directly to the owner but have yet to have a resolution. If this has happened to our family, I am sure it has happened to anothers as well.

  Business Response

  Date: 11/28/2022

  Good Morning, 

   

  I am responding to the complaint that was sent regarding **** *********. The student was originally mismatched. We had that fixed and reordered. The lab was behind processing photo jobs so we did not receive the pictures at the time that Mrs. ********* kept calling and emailing. She contacted the owner Mr. ****** he emailed me to print this in house and send. As you see in the attached customer service this has been done. We have sent this out on November 21st. It seems she has contacted you on the 23rd before Thanksgiving. Mrs. ********* should have her images this week with the delay in the holiday. Unfortunately, we are short staffed and when a customer calls and emails 5-7 times regarding the same issue it takes us longer to respond because they are filling up the email and voicemail box. This has been taken care of. 

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Hello *******- 

         Thank you for filing this complaint against ****** Studio on my behalf. The complaint is not resolved, and I have included an attached letter from the customer service again, proving that this company provides nothing but lip service and never resolve the complaint with any actions. This was nine days ago, that this promise to reprint the pictures and send them to my house, was made yet here we are the pictures are still not received, I have contacted the company once again today to let them know that the pictures are still not received. I also asked them not to include the old photos in my child’s senior yearbook as discussed earlier no response for the company as of yet. All of the response from Better Business Bureau had gone to my spam and I was not able to get must unsatisfied response to you in time. Hopefully we reach a resolution with this company sometime soon. Sincerely, *** *********.
  
  
  Sent from ***** **** *** ******
  
  

  Begin forwarded message:
  
  On Monday, November 28, 2022, 11:29 AM, ******** ******* * <****************@******studio.com> wrote:

  Good morning,

   

                  I apologize for any inconveniences you may have endured. I see the two photos and can see the vast difference between the two. It was system error where the name did not match up to a picture in our database. Our photographers are instructed to get pictures of anyone marked as not pictured on day 1. I apologize if this was jarring for ****. Not our intentions. If I could please get a shipping address, I would like to have these directly shipped your home.

   

  Thank You,

   

  Ryan **********

  Customer Service

  7630 Lorain Ave.

  Cleveland, OH 44102

  (216)631-0664 ext 59

   

  From: Ms ********* * <*********@yahoo.com>
  Sent: Wednesday, November 23, 2022 7:47 PM
  To: Customer Service <customerservice@******studio.com>
  Subject: Fw: Image NEO57XCKK

   

  
  
  
  Sent from ***** **** *** ******

  Begin forwarded message:
  
  On Wednesday, November 23, 2022, 7:44 PM, Ms ********* * <*********@yahoo.com> wrote:

  Mr ******- 

       This is my FIFTH attempt at contacting you and your company in regards to my child’s missing school photos taken at ********* **** ****** on August 24th.  I spoke to you 21 days ago, personally regarding the missing pictures that were paid in full. You assured me that you would take care of this problem  personally, and would rush the photos out to me. I have waited eight weeks after the original picture day, even contacting the school directly. My son informed me today that several weeks ago a representative from your company pulled him out of class and re-took his school photo, given absolutely no notice. He was drenched from gym class, wearing just a soaked tee shirt and his hair was sticking straight up. He was given his second school ID with this new picture. I want the original pictures that we had taken processed and sent to our house. I do not want these “new” photos placed in the yearbook either. Please call me at ************ in regards to this situation. I am beyond frustrated that this situation has happened with absolutely no closure. 

  Sincerely, 

  *** ********* 
  
  
  Sent from ***** **** *** ******

  On Wednesday, November 2, 2022, 10:50 AM, Ms ********* * <*********@yahoo.com> wrote:

  
  
  
  Sent from ***** **** *** ******

  Begin forwarded message:
  
  On Wednesday, November 2, 2022, 10:49 AM, Ms ********* * <*********@yahoo.com> wrote:

  Dear customer service, 

          This is my fourth attempt at contacting your company regarding my son‘s missing school pictures. I received my 10th graders pictures no problem but my son **** *********‘s pictures were missing from the package. The missing child cards were contained inside. Payment for both sets of pictures was taken out of our accounts. Please re-print the pictures and we are asking that any payment would be reimbursed because we have not received any resolution from your company. I am asking that we be contacted by close of business today or I will be filing a complaint with the Better Business Bureau. Should you need any additional information from me regarding this matter please feel free to reach out at ************. I appreciate your timely response to my concerns. Sincerely *** *********

  
  
  
  
   

  Business Response

  Date: 12/07/2022

  I am not seeing why this is being disputed. We did solve the issue on our part. As you can see by the screen shot. As stated the package was at the lab. We went ahead and printed your package in house on 11/21 and we mailed it out the same day on 11/21 These should have been received. 

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  That’s funny, because my first review of this company was removed off of the Better Business Bureau website. I paid for my child’s school pictures and still have not received the pictures despite contacting the company seven times. The pictures were done in Sept and here it is December 7th and still have not received them, despite promises of the company to “get those right out to me” several times. Sure would have loved to include my child’s pictures in my Christmas cards. Who knew?

   

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** *********
  
  
  
  
   

  Business Response

  Date: 12/09/2022

  I understand the frustration of the consumer. As I explained in my previous email this was sent out to you on 11/21. I am sorry if the post office did not do a timely delivery. I even remember the conversation of making sure the correct picture was used for the yearbook and I took care of that with our yearbook department. I have followed through on the companies end. Also, we do not remove anything off of the BBB website. I don't even think we have the capability. I am going to email you a digital download with the copyright release so you will have your sons image by Christmas. I cannot explain our postal service these days. I truly apologize about any inconvenience. The customer needs to watch her email for the digital download I am sending from customerservice@******studio.com

   

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My Granddaughter got pictures taken from this studio and I still have not received my order. My daughter went to the school to pick her order up and my order was not delivered. I called the studio and reached out by email and no response. I would like to get my pictures of my Granddaughter.

  Business Response

  Date: 11/10/2022

  I looked into this situation ******* called 1 time and emailed 1x that was yesterday. She was asked to provide her students information and she never replied for us to look into why she did not get her pictures. I am showing that her pictures were ordered and mailed to the school with the rest of the students. If they cannot be located I will have her package reordered. I am a day behind and short staffed in my department that is why I could not return the call or email right away. I did call ******* today to let her know to check with the school for her pictures. 

• Initial Complaint

  Date:06/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for Spring Pictures for school online on March 23, 2022. Delivery time was 6-8 weeks...I tried contacting on June 2, 2022 and got a reply a few days later stating there was a delay at the lab and they would get my pictures within a week and they would be mailed to me. It is now June 16, 2022 and I still have not received my daughters pictures nor a reply from this company. I have asked for my pictures and a refund due to no one every contacting me about said delay at their lab, I email them daily with no reply. When you call every call goes to the same voicemail recording and you never receive a call back. At this point in time I want my daughters pictures along with the refund of my almost $40.00 that I paid for them!

  Business Response

  Date: 06/16/2022

  Customer was notified that there was a delay in the pictures at the lab. She then responded that it was unacceptable for us to tell her there was a delay. I reordered the customers pictures to make sure she gets them. She was sent out a set to her home address through postal mail and I also reordered another set, received it today and shipped it UPS. I also emailed the customer to inform her of this and sent this UPS with tracking information available. If the customer would like a refund when she receives her pictures she can return both sets and we would be happy to refund. My time stamped email is below. 

  From: Customer Service
  Sent: Thursday, June 16, 2022 10:57 AM
  To: ***** ***** **********************
  Cc: April Downing <[email protected]>
  Subject: RE: Address for shipping
  
  Good Morning *****,
  
  I had to reorder this for you. I received it back from the lab today. I am having production UPS this to you instead of regular mail. UPS picks up here at 3pm. Once UPS picks up your tracking number will be ******************
  I apologize about any inconvenience this has caused.

  Customer Answer

  Date: 06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******
  
  I will make my decision IF I ever get my pictures. I checked the tracking number and it said a label was created..once again must be a “delay” on their end. 

  Business Response

  Date: 06/17/2022

  Please see attached your package should arrived today. I also refunded you half of the cost of your product.