Well, I use the SEARS portrait studio in Greenville, NC. I have used this studio many times in the past for things such as my engagement pictures and my first child's portraits up to 2 years old. We have always had wonderful experiences and I am always referring people to this studio. (I am an OB ultrasound tech so I come into contact with a lot of new parents) Last weekend we went in for my second son's 6 month portraits and my oldest son's 3 year old portraits. The girl that took the photos I could tell was very new and not used to working with Children. It was frustrating but my youngest was giving great smiles so I figured we were getting great shots. My oldest is very shy and we were having a tough time with him. The manager came in to "help". She was aggressive and rude. She talked over me and was dead set on doing it her way. She actually told the photographer to snap a picture while my child's back was turned so she "could get her 8 pictures." That irritated me. The service was getting worse and worse. Too many things happened to list them all but what set me in a rage was when the manager was moving my baby (I wasn't doing it fast enough) she actually hit his head on the floor, yes, she hit his head on the floor! He began screaming and I picked him up to console him. She just got up and walked away. I was in shock. She even said that he wasn't cooperating while he was crying...I WONDER WHY? Well, after less than 15 minutes in the studio we were seated at the computer. We sat for 20 minutes before any pictures were ready for us to view. Oh, let me mention, we were the ONLY customers in the studio. Well, the photographer pulls up the pictures and says my oldest didn't give us many choices but that my baby gave great shots. Well, I was feeling a little better about the entire experience until I saw the pictures. Horrible. I didn't understand what was happening. Every other time I had used this studio we got tons of time in the studio itself and we had tons of pictures to choose from. This was just getting worse and worse. All the girl kept doing was enhancing about 3 different pictures. I kept saying I wasn't interested in enhancements and that I wanted to see all the pictures we got, so then the manager comes over to help. Same story, she's showing me collages and enhancements. I kept saying that he wasn't smiling in any of the pictures, which he had been doing during the shoot and for long periods of time, and she just kept adding enhancements and trying to upsell me. Finally she got up and said well Eric will come help you in a few minutes. Well he had some sense and didn't push anything and said we can just try another day. Well, after leaving and steaming for a bit I called Sears and spoke to Emily who rescheduled me for today and promised to be our photographer. Meanwhile, Sears corporate called me and consoled me over the whole incident and of course gave us free portrait sheets. Fast forward to today. Emily takes our pictures...EXCELLENT...baby did just as well today as he did last weekend but this photographer caught the picture. Well, while waiting for my pictures to pull the manager shows up for work. I just bottled my anger and focused on my pictures. When it was time to pay the manager forced Emily to go start another shoot and that she was going to finish my order. Emily tried to stay close as she was aware of my dislike for this woman, the lady hit my son's head on the floor! The manager said 2 times "well it looks like your baby cooperated better today." After the second time I said he was cooperating fine last weekend. Well, I didn't want to make eye contact with this manager because I didn't know if I would be able to keep my cool. She actually bent over and practically laid her head on the counter to stare in my face to explain the pick up rules for the portraits. Of course she spoke with attitude and sarcasm. I told her I was fully aware of the policy since Emily and Eric have both explained it to me. She kept trying to be very sarcastic with her so called customer service and my mom just grabbed me and started pushing the stroller and said let's go. As I was walking down the hall the manager actually yelled "we look forward to scheduling your next appointment." HA! I won't be back until she is gone! I'm sorry, she did not need to intervene and she only did so to get back at me for complaining. This woman is rude, unprofessional and just disgusting. She talks over customers and employees. She has no business working with the public. If my son wasn't cooperating, I would understand bad pictures. I blame the photographer's inexperience for the first shoot. However, that girl should be getting more time and there should be a back up photographer. I was sold on coming back to Sears until the last 5 minutes of today's visit. Reading former employees statements in other complaints, I understand that there are time limits. BUT, until last weekend, I have never had a photographer worry about time. If they were getting awesome pictures, they just kept going. They understood how important these pictures were to my husband and myself. Maybe they set the bar too high. All I know is this, Sears has a lot of competition in this area now and I will be checking out those studios until this manager is GONE!