Sears Portraits charged our credit card but never sent the photos we ordered, customer service says to keep waiting, then told us we waited to long to let them know there was a problem. They said they will refund the money, but haven't done so.
We were told that the Sears Portrait Studio no longer had access to our prints, so we were instructed to go online to searsphotos.com to order reprints. We did so on April 4, 2006, paying by credit card. We got our order confirmation and were told to wait 7-21 days for our prints to arrive.
After waiting a month and a half, we called customer service to ask about the status of our order. They said to continue waiting.
After two and a half months we called again and followed that up with a customer service form on the website. We were told that they didn't have access to our records on the phone, and no reponse was ever received from the website.
Today, on July 20, 2006 we called again and were told that they did not have access to our photos and to go to the studio to get more prints. They said that they would refund our money.
Customer service has been inconsiderate and unapologetic for making us wait so long and then not fulfilling our order and I would advise anyone who is considering getting their family portraits taken to consider our experience when deciding who should take their photos.
Sears Order number 41ssss
Sean and Jaime
Winter Springs, FL 32708
Tampa, FL 33617