Reviews

I am a social work student who received grad photos. My first issue was in arranging a time to pick up my photos. One of the staff memebers told me that they would be in the office from 10am-4pm on Tuesday the 10th. I asked if I could pick them up sometime on Tuesday, and they responded with absolutely. When I arrived at 11am on Tuesday, I found that there was no one there. After multiple phone calls and knocking on the door, I decided to leave. I emailed them to let them know that I had stopped by, and a different staff member apologized because she was out sick. Another staff member then emailed me to say that she would be at the office for the same time on Thursday (today). I asked if a certain time was preferred, and she implied that anytime works. I stopped there today to pick up my pictures and noticed that something was missing. Since I ordered them before October 31st, there was a promotion which was to include a free strip of wallet pictures. I inquired about this, and the staff member said that the promo code was not entered. I asked if she could give them to me anyway and she refused. I was quite disappointed because I was looking forward to giving them out to many people, which I cannot do with the two larger pictures that I ordered. Once I left, I called my mom because she was the one who ordered the pictures. She was absolutely certain that she had entered the promo code, so she called Camera One herself. The staff member who answered told my mom that it was my fault that no one was there on Tuesday because I did not set a specific appointment time (even though this was not requested). She told my mom that she would absolutely not print a sheet of wallet pictures. My mom described that the staff member was incredibly rude, and now this has turned into a frustrating experience for both of us. I was very excited to receive my pictures, and Camera One made it an incredibly difficult and stressful process.

We understand that this customer is disappointed and frustrated with the interaction with Camera One. However, we did apologize for being unable to be in the office on the first day, as she said, the person who was to be in the office was sick and unable to be there. When it comes to the order itself, we have a promo that allows the student to receive a FREE set of wallet prints when they place an order before the end of the month. However, customer is provided instruction that need to be followed to receive those prints. It is clearly stated verbally as well as in print on the order form that is provided to the student at their session time. For this order, the client failed to follow all the instructions, therefore the promo was not applied to their order. When the client's mother called she was extremely disrespectful to our staff member, she talked over her and would not allow her to explain why she did not receive the sheet of wallets. The client was yelling at the office manager to the degree that we were able to hear her from another room. As such we informed her we would not be providing those prints to her even though she continuously told us "We better print and ship them to her at no cost to herself, or she would report us to both the university and the BBB". We understand that there will be clients who are frustrated with the system. However we have instructions in place to receive this complimentary product.