I had pictures of my daughter taken on 9/8/07. I was told they would be ready 9/28/07. I paid for them in full at the time the pictures were taken. (Lesson #1 - won't do that again!). When I picked up the pictures on the expected date, one of the poses had a big white spot on the side of my daughters head, where her hair should be. I pointed it out to Tara, the photographer, and showed her that this wasn't in any other picture, so it was either a printing error or a problem with the film. I understand this happens, so I wasn't upset at this point. I just wanted them to fix it if possible, or give me a different pose to replace these. She agreed it wasn't right, said she would order the replacement that very day, and all was well. It dawned me on after I left that she didn't tell me when the new pictures would be in. I waited two weeks, figuring that would be enough time to get them back. I stopped at the studio, and asked Mary Beth when my reprints would be ready. She said the computer didn't show a time, but she would call customer service and get back with me. I never heard from her again. So I called customer service myself on 10/17/07. Customer service told me they never got the reprint order, and that no one from the store had called either to check on it the week before (gee, no wonder they didn't get back to me - they didn't follow up as promised!). Anita, who answered the customer service phone, said I would have to go back to the store yet again to ask them to place the reprint order. Oh, and it would now take 6-8 weeks to get the reprints. Two more months to correct their original error, plus another trip to the store?! By now, I am sick of this whole mess, and it's ridiculous that I am having to do all the follow up to correct their error in the first place! Anita said my only other option was to ask for a refund, but of course that would require a trip to the photo studio as well.
I went to the studio within one hour of speaking to Anita. Mary Beth was working again. I told her that I had talked to customer service, and since they hadn't done anything by now to replace my photos, I wanted a refund. She informed me that only a district manager can authorize a refund. The district manager got on the phone, and said that since they had offered to replace them (in 6-8 weeks), she was only willing to give me back 50% of my refund. The total was only $13.31 to start with, so she was only going to give me $6.65 for all this crap?! That's INSANE. By this time, I was absolutely IRATE. I never cursed, but I certainly did raise my voice. I told her that since she didn't provide the products promised, in the time frame promised (the original date of 9/28/07), I was most certainly entitled to a full refund, and I would contact whomever necessary to get it. After 30 minutes of this, she finally relented and agreed to the full refund. I mean really folks, you have screwed this up for 6 weeks now already, and you are going to argue over giving me back $13.31? A multi-million dollar company is going to fuss over $13.31? It's beyond incomprehensible to me that I had to argue to get this in the first place. The pictures showed for themselves that they were unsuitable; it's not like it's a product I took home and broke and then tried to return. And I brought it to their attention before ever leaving the store in the first place. This whole thing has my blood boiling! I will NEVER go to another Picture Me studio again. And if they think I am going to stop letting everyone know how horrible their excuse for customer service is, they are wrong. Beware folks, Picture Me is NOT a good experience AT ALL!