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Waiting a year for wedding album


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#1 Tallulah

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Posted 16 March 2011 - 08:28 AM

Hi girls,

I just want to get this off my chest because quite frankly, I have had an absolute gutful and am wondering are we being totally unreasonable or would other people be angry too.

The photographers we hired for our wedding day had not started out wedding album 10 months after our wedding day despite several emails and phone calls from us which they never bothered to answer. Eventually we sent an email saying we would be lodging a complaint with the AIPP if they didn't return our calls. Oddly enough, the very next morning there was a post on their facebook page saying their phone hadn't been working for almost 2 weeks (surely they would have noticed???anyway we had called the mobile and the studio and left messages) and they called back.

When they finally did start, they included wrong images in the proof despite the fact I actually went in to their studio and selected the photos with 1 of them. They didn't complete changes correctly or have them ready when they said they would so we decided that after 11 months of waiting ( and being told it would still be 3 - 4 months until it was delivered once ordered) we would request a refund for our prepaid album. There was a heap of other issues going on as well, there were more photos of their 1 relative at our wedding than any other person attending (aside from bride and groom of course), no pictures taken with bride and parents or groom and parents before the wedding, no photos taken of the groom getting ready (it was a full day morning til night package) no detail shot of the rings, the first proof of the album came with a auto email saying if there was any extra pages to be charged for an invoice would follow the proof email, then receiving an email 2 weeks later saying that our album was 10 pages over and would cost an extra $1000 plus much more, not the least their appalling after service.

They asked us to write a letter detailing our request for a refund for their lawyer, which I immediately did, and a week later my husband received a TEXT MESSAGE saying they were waiting for a registered letter to be drawn up and once that was signed by us and returned our refund would be given.

2 and a half weeks later, there has still been no letter, my husband has tried to call and they have not responded or returned his calls. I know they are alive as they are still posting photos of new weddings on their facebook page.

Meanwhile, a friend who knew of our issues with them told me they had posted a blog on their website about a spiteful, untruthful letter of demand they had received and how they now had to rethink their entire business etc and wouldn't be taking any more bookings this year. As the dates coincide with our letter I can only assume it is about us, although their was no spite or untruths in our letter (that they requested) just the facts. They went on to thank all their wonderful clients who allow them to spend time with their family, wait a few hours for a phone call or email to be returned and a couple of months for their wedding album.

Apart from being shocked at the completely unprofessional content of the post ( I have never heard of professional businesses bagging out a unsatisfied client on their website before), I was aghast at the lies they themselves told, we had waited up to 3 weeks for replies to emails, rarely recieved any call back to any phone message, we always had to make at least 3 usually over a couple of weeks and had waited almost a year for a pre paid wedding album. If we didn't find it so amusing they have to go to these measures to make themselves feel better about the terrible service they provided us I would equate it to a form of cyber bullying.

Is it normal? Do all photographers make people wait this long?
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#2 AK2

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Posted 16 March 2011 - 11:21 AM

Oh No sad.gif I'm sorry to hear that you've had to go through all of this!

A year is faar too long to wait for your album. Can you get a copy of the blog post and any facebook updates? I'd be starting to make a formal complaint with the Dept of Fair Trading and AIPP- I think you've given them enough chances and they haven't shown any effort to make things right.

#3 Tallulah

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Posted 16 March 2011 - 11:32 AM

QUOTE(AK2 @ Mar 16 2011, 11:21 AM) View Post

Oh No sad.gif I'm sorry to hear that you've had to go through all of this!

A year is faar too long to wait for your album. Can you get a copy of the blog post and any facebook updates? I'd be starting to make a formal complaint with the Dept of Fair Trading and AIPP- I think you've given them enough chances and they haven't shown any effort to make things right.



It is not just us who think that then! Or my lovely wedding twinnies.

We sent them an email and registered letter on Monday (the registered letter was in case they said their server wasn't working again, we have had that excuse twice) explaining that as they had chosen not to respond to the phone calls and messages from my husband last week, if the registered letter from them wasn' t received by this Friday and the money in a further fortnight (the day after our wedding anniversary) that we would lodge formal complaints with both Dept Commerce Consumer Protection Dept and AIPP. We spoke to Commerce Protection who fully support our claim, so they will follow it up, I just can't believe it has come to this. I will go and copy and save a copy of that blog post to provide with our statement, that's a good idea.
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#4 Kriss

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Posted 16 March 2011 - 11:33 AM

Omg i cant believe you are still trying to sort this out.

I agree with ak2 and would be lodging a formal complaint asap.
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#5 Porthos

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Posted 16 March 2011 - 06:05 PM

My sister is a professional photographer and if she treated clients like this she would be out of business. They 'service' you have received is appalling and unacceptable.

It does take time to process photos from a wedding: to select the best images and to edit them. That can take six - eight weeks alone, maybe longer depending on the popularity of the photographer. You then have to work with the clients to put together and album, again, a process which takes time. BUT there is no way it should be taking anything over six months at the absolute latest to have your album done and in your hands....just, no way.

You have been very badly treated and the facebook and blog posts are unacceptable too. I would be complaining to anyone who will listen, defining the AIPP, they should know how one of their members is carrying on.

What a terrible thing you have had to go through sad.gif




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