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Portrait Innovations Complaint - Poor Customer Service

Complaint
Review by CWKred on 2009-11-14
NORTHVILLE MI, MICHIGAN -- I received a flier for Portrait Innovations for a one pose package for $10. with no additional fees. Needing Christmas cards I thought this would be a great idea. We have tried Sears in the past and the expereince was fine, but I liked the idea that we would not have to wait days for our pictures, only a few minutes. At out appointment the photographer and support staff were great. The kids were having fun and the pictures were super cute. I was ready to be a loyal customer and sing all the praises of this company. We sat down with the photographer and narrowed our choices down to the $10.00 special and then two additional poses. At that time the photographer showed up a "special effects" portrait that we would be getting and told us we would receive the CD as well. We paid, ran and errand and then returned and picked up our photos and cards and everything was Awesome. Until we looked at our package and found that neither the "special effects" picture or the CD were in the bag. I went back in and a woman who was most likely the manager, greeted me and asked me what I was confused about. I asked her about the CD and the "special effects" picture. She informed me that they did not come with what we had purchased and that they would be an additional $30.00. I told her that the photographer had not said that and that we should expect them with what we had received. She again said "No". She then asked me if it was my "first time" there (to which I replied yes, as it was) and "that was why I must be confused". I took my prints and left knowing this situation would not improve. My husband decided to go and speak with the staff about the missing item. At that point the people told him that he was incorrect and the "photographer had made a mistake" and they had "thrown away the CD" already and those items were not part of what we paid for. It's customer service 101 that you do not get into a shouting match with a customer, which is what this woman did with my husband. We are not the type of people to complain about a dollar or two or standard sub-par service. Considering, however, that I work in customer service/sales management I would be fired if I treated a customer the way my husband and I were treated. Hopefully their HQ will take our concerns more seriously than the staff at this location did.
Comments:
Posted by justthefaxx on 2009-11-14:
You didn't pay for those items. Apparently the photographer was wrong.
Posted by PepperElf on 2009-11-14:
I'm going to start with the "customer service 101 rule"
I don't believe EITHER party should shout.


as for the price...
they tried to upsell you.

the photographer might have been wrong but the manager has the final say on what the items would go for.

and sometimes the answer is no.
and saying "no" is not bad service.

sometimes when a customer wants to get the bigger package but only pay 1/3 the price of it... sometimes the answer will be no.

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