Portrait Innovations — receiving products/ customer service/ customer experience
My name is Kristin Ziherl and I would love for someone to reach out regarding my experience at one of your locations recently. My daughter and I went to your Midlothian, VA location on Sunday Dec 8th, 2019 and I've never been so disappointed in the facility itself, staff or experience received by your company. First off our appt was at 5:30. We arrived a little after 5 and were told that we were all checked in and that there were 3 parties ahead of us. Right before 6 pm I had asked an associate where they were at with my name and they told me still 3 behind. I asked the associate how that could be as that's what I was told almost an hour ago and that they were steadily taking people; her response was we are a little behind and trying to get through the parties as quickly as possible. I asked her again and she gave me the same exact answer which obviously didn't answer my question. When we were getting our pictures taken there was an associate who asked one of the photographers what they wanted her to do. She told her to pull another family back and the other girl said " I was hoping you would say I could go home". Then they get to playfully arguing about who gets to go home first, and then the other goes on to elaborate how she had only 2 hours of sleep and she was going to be the first to leave bc she's the one who came in and saved the store from getting in trouble.Also our photographer had stated to me that she never knows how to tell people to pose, and although we were able to settle on a decent one when we sat down to look at the pics it definitely showed (i'm sorry but none of this talk should have taken place in front of customers). They all seemed miserable and to say the least not very professional with the exception of one. The only one who seemed to remain cheerful was the one girl I got passed off to, to go though my photos with. Once we sat down it was an easy process as I am familiar with y'alls process (me and my daughter usually get pictures with your company every couple of months) but then we get to the end of everything, we were then told that we would not be receiving our pictures immediately bc the printer was down. They stated that they usually go to a sister store and print them off when this happens but that they weren't sure what exactly the deal was bc the sister store's printer was down as well. It really would have been nice to know this beforehand especially since even your website states that it is expected you walk out with your prints. Honestly if I would have known that I would have opted for somewhere that could produce the prints on hand. I had stated to the associate that I lived 40 minutes away from the store so it was really a disappointment that I would either have to make that hike again or just wait until I get the call saying my canvas is ready and pick them all up at once ( which when I asked when they are estimating delivery they weren't able to give me a direct answer). This experience was truly frustrating and again disappointing. The studio itself looked disgusting and the cushions looked gross and grungy, the bench that was offered to people is broken (which could have been a safety issue). The only thing I would say was reasonable was the leaves tracked in and that's only bc how much foot traffic was in and out during that amount of business volume. Also I would love to know the max capacity of the building itself bc pretty sure y'all were over the limit. People were moving around the room and standing against walls as there weren't enough seats for customers, which was just ridiculous, especially when people are there an average of one to two hours. I called the customer service this morning as I was beyond disappointed with EVERYTHING regarding my visit and the line wasn't even open to take customer service calls. I would love for your support team to reach out and try to rectify this horrible experience and communicate an explanation as to why service was so horrible in many if not all areas of service. My email is [protected]@gmail.com and my phone number is [protected].