ComplaintsforPhotoBarn

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 12th, I ordered from Photo Barn. I ordered 4 ornaments and a photo crate. The deadline for Christmas orders was December 15th. On December 20th, I still had not received my order. I messaged them on Facebook and sent 2 different emails. It took them 9 days to respond to my email. I still have yet to receive my order. They offered me a "gift" I could accept and I said I would accept the "gift" but would prefer that my order was free at this point. I was offered a $25 gift code. I would either like my order or I would like my $75 refunded. It has been nearly a month since I ordered. I have also commented on their Facebook posts which they ignore and respond to other people on the same post. This predicament left me without gifts for family members. I have used Photo Barn in 2018 without issue. I can provide email documentation if needed. I would either like my order or like my $75 returned to me.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on December 6, 2022. Their website advertised all orders placed before Dec. 10, would arrive before Christmas. Not only did my package arrive December 28, part of my order was missing that I paid for. I have left numerous messages on their customer hotline and haven't received a call back. It is now Jan 12, 2023. I have also sent countless emails regarding the status of my order and have yet to receive an answer. Unfortunately this isn't the first time I have had false promises when it comes to shipping with this company. However, in the past they made things right. This time is different. Not only did my Christmas gifts arrive after the holiday, I paid for items I did not receive and no one will answer the phone or email.

  Business response

  01/31/2023

  Hi Karli! I sincerely apologize for the delay in response, as we have been extremely short staffed within our facility. I do want to get you taken care of however. I have gone through email tickets and do not see any emails sent about items missing. I looked at your order though and saw that the whimsical photoboard had to be cancelled out for quality issues. I have submitted a $30 refund for that and I also wanted to include a $50 gift card for not being able to meet the guaranteed Christmas delivery timeframe. 
  Simply enter code *********** at checkout. 
  

  Customer response

  04/03/2023

  Photo barn agreed to print and ship the 12 in photo board, but I have yet to receive correspondence and or tracking information 

  Business response

  04/04/2023

  Attached is the email we sent to Karli today in an attempt to make things right with her. We no longer have the employee working for us who did not follow through on Karli's issues and we are confident we can move forward and make things right for her. We are deeply sorry for her trouble.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered items on December 15 that had a delivery by Christmas guarantee. I never received it by Christmas so I reached out and had issues getting a response for days. Finally got a response with your order is not complete blah blah blah. I remained optimistic since I was excited about the Christmas presents I ordered. Forward to today January 10th STILL NO ORDER RECEIVED. I have reached out to them MULTIPLE times through email, phone call, Facebook and Instagram. If I do get a response it's days later through email after more follow ups on my end. 11 emails, 10 Facebook messages, 3 Instagram messages, 2 phone calls from me and maybe 4 responses from them saying the order is still in process. i need my money refunded and will never shop here again.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I submitted an order to Photo Barn in November 2022 and my credit card was charged on Nov. 14, 2022. I never received my order. When I inquired in an email about this, I received a response which read, "Your order has shipped. The system did not transfer the tracking number, which must be a weird glitch. It shows it will be delivered on Saturday. Please let me know if you do not get your order". This was on Dec. 21, 2022. I have since left numerous phone messages on Photobarn's customer service line (since no one ever picks up their phones) and I have sent a subsequent email. I have not received any responses to any of my inquiries. I am complaining about the absolute absence of customer response/customer service--it is complete radio silence on the part of Photobarn.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have ordered wood ornaments from this company for three years and given them as gifts to family members. I placed my order this year on December 4th. I constantly receive emails from them with ads and sales. Those emails specified the last order date to receive your order before Christmas as the 15th. When I still had not received tracking information on the 17th I emailed customer service. They responded the 19th that my order was still expected before Christmas. I received the tracking info on the 23rd with 3-5 days ground shipping. I received the order on the 27th with an ornament missing. I have since sent emails to customer service asking for a refund and get the same generic response over and over again.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed two orders with photobarn within a few days of other. They were both for personalized Christmas ornaments that I purchased to give as gifts. The first order was placed on 11/30 and the website said it would arrive by December 10th. This was for relatives I was seeing in mid December so I thought I would have them in time. They didn't ship them out until 12/16. The second order was placed 12/4 and was expected to arrive between 12/16-12/18, plenty of time before Christmas (or so I was told). When I checked the status on 12/22 they had still not shipped. On 12/22 and 12/23 I emailed the company and left voice messages asking for a status update and for them to respond to me because I would like to change to overnight shipping to have them for Christmas. They never answered my email or phone call, and today shipped them out using 3-5 day shipping so they will not be here in time for Christmas. I understand this time of year businesses are unusually busy. However, I would not have made this purchase had I been given an accurate expected delivery date. They should be more forthcoming on their website and they should respond to customers inquiries about their purchases. I was deceived into thinking this would be here by Christmas and so I spent quite a bit of money that was now for nothing.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a custom painted photo on one other wooden frames. I placed my order on Dec 8th. I received the initial email with my order number. By the 15th I had not received any updates about my order. So I called their customer service and the representative told me that my order would be expedited and that it would be delivered before Christmas. Then on the 22nd I had still not received any updates, so I messaged them on their Facebook account and I was told that my order would be shipped that day. When I received an email with the tracking number the only update said that the label had been created but that USPS was still awaiting the item. Twice I was given misleading information by their customer service representatives, and assurances were made that so far have not been honored. I am extremely dissatisfied by the customer service and the lack of honesty in the little communication that was given.

  Business response

  01/06/2023

  Hi Dearmond!
  I am so sorry for the negative experience that you had with us this season! We had every intention of fulfilling Christmas delivery on all orders, but when we realized that some orders would not make it in time, we sent out a mass email notifying our customers that it may be a couple days late. We lost some of our labor the week of Christmas and we also discovered that we were not able to expedite our shipping method on delayed orders as we have in years past due to the weather we were experiencing. I am so sorry but I know by now that you have received your print and hope that you love it. We would love to issue you a $50 gift card for your troubles and to hopefully offer you a better experience this time around.
  Sincerely,
  Caroline P.
  Customer Service Manager

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an item through their website on 12/8/2022. They promoted a deadline of 12/10/2022 to receive the item by Christmas day. I emailed on 12/16/2022 asking for an update. The reply was a canned response that I'd have it by Christmas. I received a follow-up email on 12/22/2022 saying I'd receive a shipping notification that day or today (12/23/2022). I've not received a notification nor have I received an update on my order. Tomorrow is the final day prior to the Christmas holiday and I highly doubt I'll receive my item and will dispute the charge with my bank. From what I've seen, I'm not the only one with this complaint.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order on 12/4/22 for $59.99 (order #100876790) and it was advertised that all orders received by 12/10/22 would be delivered by Christmas. It is now Christmas Eve and my order has not even shipped. I emailed the company on 12/19 requesting an update and they did not email me back until I posted a public comment on their Instagram on 12/23. On 12/23 they said I should still receive my order by Christmas, yet it still has not even shipped when Christmas is in 7 hours. There are many other customers posting the same complaints on their Instagram and they continue to delete comments. They advertised orders would be delivered by Christmas and they lied. I would like a refund.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed order #XXX on December 6, 2021. The order was for 6 canvas prints and a 11x14 photo pallet. We had issues during the checkout process with the website changing our image to a negative. We contacted the company after placing the order, and were told that this was a glitch in their website and that the order would be printed correctly based on the images provided. The order arrived late Christmas eve, and unfortunately, the photo pallet image printed incorrectly, as a negative. I contacted the company, who agreed to replace the item but they keep asking me to place another order. As I have explained to them twice, I spent a week before ordering trying to get the images to display properly. If I replace the order, I will have the exact same problem because the issue is on their side. They have the image/order in question, and i would like them to reprint it and ship it to a new address. This was a special gift for a family member, and she is expecting it. The business has not responded to my last two messages nor have they refunded my money. i went through great lengths to ensure the company had everything they needed to print the order correctly, and want the order fulfilled correctly, and then shipped to the recipient of the gift. For all the hassle, they should also probably refund my money.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/20) */ My name is ******** and I am the Customer Service Manager here at PhotoBarn. I have been looking back over your interaction with our CS team, and see a response to every individual email. I apologize though, that a sufficient resolution has not been reached. The way that we have your images in our queue is a CMYK file and we cannot print as such. If you are unable to edit, however, please send me the images direct to ****@ with attn: ********, I will see to it that we get these printed out properly for you. We will be on the lookout for your email to come through and will get that taken care of ASAP! Thank you! Consumer Response /* (3000, 12, 2022/01/28) */ There were two emails that went unanswered. After placing our order, I spoke to the company and advised them the files were in CYMK format..(which most printers use). AND that I had photoshop, and could convert them into whatever format they needed. They said they didnt need me to convert them, they would print properly. There is no information on the site as to what format the files need to be in. PLEASE provide the specs for the image, so that we can resend it and get this resolved. Business Response /* (4000, 14, 2022/01/31) */ Hi *******! I'm terribly sorry that those two emails were somehow overlooked. Upon receiving the hi-res, full size, RGB images, I will be more than happy to have them printed out for you. Could you please send images to ****? We look forward to being able to resolve this issue for you soon! Thanks and have a wonderful day!

*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. ↩