Portrait Innovations Complaint - On-Site Manager Pulled "Race Card"; Didn't Offer Apology
RIDGELAND, MISSISSIPPI -- Portrait Innovations, Ridgeland, MS. This past Tuesday, December 6, I had a 5:10pm appointment but on arrival at 5:00pm we were informed they were running behind. The place was packed; there were four sittings w/children before me. Manager (Andrea) advised that I “go around the corner and have a seat, we’ll get to you shortly”. At 6:28 they had still not gotten to us; but based on how things were going, we were next up… until of course here in Madison County, Mississippi – Andrea, plays the “race card”; took a white family before me.
When I stood to question “Why is that family that came in after me now going before me?” She replied, “your name was called but no one answered”. My response, ""IF" you called my name while still standing at the front desk, then no I did not hear you. As packed as this place is, good customer service is to walk the floor and make sure the customer is
(1) not in the dressing room;
(2) not in the bathroom; or
(3) simply not hearing you.
I further stated, "there are 20 people here. Children running, screaming, smacking Legos and you think I can hear you above all this?”
Her reply....there was not one, complete silence. No reply, no apology, nothing.
Finally Samantha came out to say, “as soon as the current group finished in Room 1, I’ll get you started”. For the record, Samantha happens to be black. Andrea (the Manager) made the mistake but she sent Samantha to correct her series of mistakes, the first being that she did not walk the floor to ensure my presence, the second - she offered no apology.
In anything you do or anyplace you go - "THINGS" happen, so the least she should have done was offer an apology.
When Samantha did start working with us, it's now closing time (my original appointment was at 5:10) and Samantha, while trying to put forward a good front, appeared rushed and impatient thereby leading a very unsatisfactory Portrait Innovation experience.
Portrait Innovations is a customer service based business and if Andrea does not have a desire to work with African American clients – she should not be representing this company. African Americans are paying customers too.