ComplaintsforRoot Studios-Ottawa

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My child got their photo taken for school and the one and ONLY photo of my child, he wasn't smiling or even looking at the camera. I contacted the company via email, as this is the only contact given from the website, and received no response. I contacted the school and was told that more than one photo WAS taken, as these are preschool aged children, and he did in fact have a smiling photo. They gave me a phone number to contact and when I called to have one of his smiling photos printed instead, they told me that every student was snapped one photo, regardless of if it was acceptable or not. I was told that the teacher lied and there was nothing they were going to do.. I could wait a month to have it retaken and hope that one is better. Absolutely unacceptable business practice! I know from past experiences more than one proof is taken to make sure a good photo is printed and yet they didn't even try to find the other proofs or care to contact the photographer to check. Picture Day was 09/14/2023, $52.00 - ******************* ****************** ****** ***** #*******, Transaction #**********.

  Business response

  10/11/2023

  I do want to apologize for this. I agree: this picture is not acceptable. We always do our best to create great portraits for all our customers, but in this case, we clearly did not do so. And ******************* Elementary participates in our PrePay portrait program, where customers typically pay for portraits before picture day. There is no proofing process for this program and thus we only take one image of each student. If multiple images are taken at the camera, only one is saved to the record. If we did take multiple images of your student, we clearly saved the one we shouldn't have. We will issue a full refund today, but I encourage you to send your student to retakes so we can provide ************** for your school's yearbook. There is no charge for retakes and we will provide you with a complimentary portrait package. I'm very sorry we didn't do a better job for you on original picture day; I'm confident we'll do better on retake day. Retakes for ******************* Elementary are on October 19th. Sincerely,

  *************************

  Vice President of Operations/Owner

  HR Imaging

  Customer response

  10/15/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a senior class picture on ****. Received the wrong one on ****. Called vendor and was told a correct photo had already been sent. Called back on 6-6 and was told a correct photo was mailed to me on **** and to wait until **** to call back. Called on **** and they are closed, so I sent an email. Responded that day by telling me I had 2 addresses on file and to verify the correct one, I did on ****. On ****, I received an email just stating thank you. When I look at the progress of this 3rd "order", it says "in production". At this point I just want my money back.

*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. ↩