Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint about Excel Photographers due to poor service, unclear policies, and unprofessional customer support.1. Retake Policy: ******************** offers retakes but denied us one because we downloaded the digital images to view them. This policy is unreasonable, as it forces us to commit to a photo before seeing it clearly.2. Poor Photography Standards: The photographer took quick, careless photos of my children (ages 7 and 9) without ensuring they looked presentable or guiding them to smile naturally. This lack of attention is unacceptable in professional photography.3. Confusing Purchase Process: We were told digital purchases were non-refundable and non-exchangeable and that these terms are listed on Excels main Parent Help page. However, when we ordered through the schools page, we saw no disclaimer only package options and payment. I recorded a video showing this lack of information on the purchasing page.4. Rude ***************** When we called to inquire about a retake, the representative was dismissive and rude, making an already frustrating situation worse. She became hostile when we mentioned filing a formal complaint, saying, Well, it shows its been downloaded on our end, so good luck. Her attitude was unprofessional and unacceptable.5. Access Issues: We cannot view both childrens images simultaneously. I can only see my sons, while my wife sees only our daughters image, which adds to the overall dissatisfaction with Excels service.We feel Excel Photographers has failed to provide clear information, professional photography, or acceptable customer service. We hope the ******************** can assist us in resolving this *********** Proof available upon request: order process showing there is no return policy or disclaimers where orders are processed.

  Customer response

  11/07/2024

  Here is all the information I have.

  Please forward it to the business once it has been reviewed.
  
  The recording is included, and the attached files are all the screenshots of the error message, claim ID, and invoice, customer account information.
  
  Thank you for your help in this matter.  

  Business response

  11/07/2024

  Response to *. ****** BBB Complaint regarding students Kaveh and **** at ***************************

  1. We did not deny a retake for either student.  Retakes were taken at *************************** on Wednesday, November 6th.  These children did not come down to photographers on makeup day to be retaken.  Our policy states that we do not refund the digital downloads.  AT no point did customer service in our office or our staff at school deny a photograph to be taken.  Our photographers are instructed not to turn anyone away on site.  We would happily retake student's portraits without question. 

  2. School pictures are considered high volume photography.  Photographers typically have less than a minute per student to photograph while adhering to school schedules.  Both students had two photos taken.  I do feel that the first image of ***** is better than the second, and we will can send that image as well as parent may find that image to be a better portrait of their child.  Our photographers do their best to take quality images of all students within the limited timeframe provided.  We offer a makeup day so that those families who are not satisfied may participate and take an additional portrait as needed.

  3. Our retake policy along with policies regarding digital downloads are listed on our website

  4. Parent did not follow instructions when ordering online.  A separate order must be placed for each student.  This allows the images to be uploaded separately and available after physical delivery to school site by unique passcode to ensure student safety. The downloads are sent separately as they are for different subjects.

  We would like to resolve issue with parent.  A full refund has already been issued (11/7/24 for $40.76).   I have also asked production to process the other two images of the students and send those as digital downloads as well.  Additionally, since makeup day has already passed and parent is requesting a retake, they can call our office to schedule a studio appointment (next available is Monday, 11/11) here at our local office.   If studio date of 11/11 does not work for family, they can get on our call back list, as we will likely have another studio date in the upcoming month.  ********** number is **********************
  
  I have included screenshots to help resolve this matter as well. 
  Thank you,

  ******* ********/General Manager

  Customer response

  11/08/2024

  I am rejecting this response because: 
  
  Thank you for Excel Photographers response. However, we do not accept their proposed resolution, and I will clarify our reasons for rejecting it:
  
  Our original complaint to the BBB was focused solely on arranging for retaken photos, not on receiving a refund. Excels response, which implies that we are embellishing our complaint to gain something, is both misleading and frustrating. It not only blames us for the issue but also justifies poor customer service, reinforcing our dissatisfaction.
  
  **1. Misrepresentation of Retake Offer**: Excel claims they offered a retake, yet this was not communicated effectively. My wife spent 20 minutes on the phone seeking help, only to be met with a dismissive tone from the representative, who claimed to be the decision-maker and denied our request. The representatives unhelpful and rude approach contradicts Excels statement of willingness to accommodate retakes.
  
  **2. Lack of Clear Policy Communication**: The representative implied we were at fault for not checking the Parent Help page, yet we followed the link provided by the school, which did not include any no-refund/no-exchange policy. Excels policy is listed separately on their main website, which was never communicated to us. Suggesting that we did not follow directions is inaccurate and unfair, as we had no reason to believe we were missing important policy information.
  
  **3. Lack of Accountability for ************************ ********************* response does not address the dismissive and unprofessional behavior we encountered. The representative acted as if our questions were unreasonable, showing no empathy toward our frustration over the unclear policies. A respectful approach would have made a significant difference, but instead, we were met with rudeness and an unwillingness to escalate the issue.
  
  **4. Reactive, Not Proactive, Problem Solving**: While Excel did eventually offer a refund and additional images, these actions were only provided after our BBB complaint. This response feels more like damage control than an actual commitment to quality service.
  
  **5. Missed Opportunity to Resolve Easily**: Excels response suggests we could have attended retake day on November 6th, yet we were not informed of this option until after the date had passed. Had they clearly communicated this sooner, we could have easily resolved the issue without the need for escalation.
  
  **6. Concern for Other Parents**: Beyond our desire for a retake, we are concerned that Excels approach to capturing school photos lacks the care and responsibility these moments deserve. If their dismissive and unclear policies continue, other parents may also miss out on quality images of their children.
  
  In summary, we do not find Excels resolution satisfactory, as it fails to acknowledge or address the core issues of miscommunication, poor customer service, and dismissive treatment. Thank you for your assistance in helping us resolve this matter.
  

  Business response

  11/11/2024

  Thank you for your feedback.  It is valuable and appreciated, so that we can work to improve our services to our schools and families.  Excel has been providing school pictures for over 40 years.  By being a local, family-owned business, we do our best to maintain a level of customer service that is above satisfactory.  All of our pictures are printed here, our flyers and our customer service is here (rather than a call center) so that we can monitor and resolve issues as quickly as possible. Based on your complaint, Excel did not provide the level of customer service we hope to.  We will update our website to effectively and accurately communicate to our customers the "no refund on opened digital downloads" policy.  This should ensure that all customers will understand the policy moving forward.  We will discuss the proper communication procedures with our customer service representatives so that they can do a better job of offering solutions to families who are not satisfied.  We apologize for not properly communicating during initial phone call to our office and the lack of care felt by the customer when expressing their dissatisfaction.  

  While a refund was not requested, or other images to be viewed/sent, we hoped that by providing those items as well, that customer would see that we are hoping to resolve, as the retake is note immediate, and needs to be scheduled.

  We offered the desired settlement stated by customer to have the images "retaken with a competent photographer" with our response, yet this response was rejected.  We have a studio in ******* and have offered an appointment as soon as 11/11/24, as well as the contact number to book that appointment.   We will have additional appointments available if 11/11 does not work for the family.  We would like to know what we can do to resolve the issue, if desired settlement is not accepted.  We have amazing photographers who are available during the studio appointments and parent is also present so that they can approve portraits before leaving our office.  The photographers have additional time with each student as well.   A new digital download of the updated image is sent after processing

  The retake policy is stated on the notices Excel provides to the school (see attached) for the upcoming makeup day.  We hope that the notices are distributed and received by families to help communicate when Excel will be on campus and how the retake day works. It is our intention to communicate with parents as much as possible, with the limited resources we have to reach out to families prior to makeup day.  We will continue to work on different ways to reach families more effectively. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want a retake of my son's picture done in studio I don't want a refund, my son's kindergarten photo never came I paid for it and somehow the school has access to my son's picture but not me, and I feel like this business is a scam you can see for yourself on all reviews on ******* My son's picture didn't even show up in the class photo. Someone named **************** offered me that day to come in for a retake but I could not due to transportation, so I asked to reschedule and then I get email back saying sorry we have no more studio sessions available because spring photos are coming up! How does that even make sense? They are a photography place they should be able to have him come in another day to retake photo but for some reason I was only given a one time chance type of deal. It's not fair they are rude on phones and never answer their phones. I feel scammed and my son's photo gone somehow and they do this all the time apparently. Enough is enough and I want a retake of my sons picture not a refund. How is this place legal they keep messing up. But they let school have free access to kids pictures not the parents, this place need to be investigated.

  Business response

  01/23/2024

  **************** first contacted us on 1/18/24 via email, I responded to her that same day and let her know we did not have an image of her student. I asked if she would like to come into the studio date that we had set up for that day, as we had a couple of open appointments.  If that did not work, I could issue her a full refund. She let me know she would not be able to come in that day and wanted a different day. Our office is seasonal as we take Fall and ************* pictures.   All appointments for a studio retake are by appointment only.  Our studio is not set up every day, and we do not have Photographers on staff due to us being a seasonal business.  **************** responded via email that it was not fair that we could not set up a studio time for her to come in and have her sons picture taken. On 1/19/24, I issued a refund for order #******** in the amount of $18. That same day we heard back from a teacher at this school, and we were able to get the information we needed on a students image that was unknown.  The teacher said that it was **************** son. I emailed her to let her know that we had issued a refund, and she would be receiving ******** that she had ordered, and that it will be delivered to the school. This all happened in less than 24 hours,and she has received a refund and the image that was ordered.
  After looking at all call logs and voicemails, **************** has not called our office to speak with a representative nor has she called and left a voicemail. 

  I have included the full email correspondence, as well as a screenshot of our website about our studio appointments.  

  Our office is not set up to take pictures all the time. We must bring one of our photographer in here, so they are able to set up to take pictures. We can not have students come in here whenever to take pictures and that is why we set up studio dates and time and why it is by appointment only. Your son has an image but was listed as unknown and is why his name is on the class picture as not pictures. I did issue a refund for the $18 and sent the school your 8x10 picture. Have a great day.
  
  Thank you,
  ****** Day
  Excel Customer Support
  
  **********************
  ************************************************************************************
  
  ************  Ext. 308
  
  www.excelphotographers.com
  
  
  From: *********************** <**************************>
  Sent: Friday, January 19, **** 12:42 PM
  To: Excel Customer Support <***************************************************************************************************>
  Subject: Re: New Message From Excel Photographers
  
  Ok so Im confused on why? because you are a studio whats the problem with coming in another day yo just snap a photo? It doesn't seem to make any sense to me. And whats messed up is my sons ****************** photo is now gone! Im in tears very upset about this. Its not fair at all, and whats definitely not fair is his teacher even had his picture somehow when I saw it in the classroom, how does teacher have access to my sons first picture but not me??? I wan to speak to someone higher who can help me further. Please help me understand why he cannot come in another day next week to take picture, its 1 picture, 1 pose, shouldn't take long. I want what I paid for, that was my sons very first photo, its not fair, I have all my other childrens kindergarten photo on the wall but not *******. What does spring photos coming up  have anything to do with him taking a photo now?help me understand fully please. I dont want my refund I want my sons picture.
  
  On Fri, Jan 19, **** at 6:47?AM Excel Customer Support <***************************************************************************************************>wrote:
  Unfortunately, we will not have anymore studio dates because spring pictures are coming up. I will issue a refund for order #******** today.
  
  Thank you,
  ****** Day
  Excel Customer Support
  
  **********************
  ***********************************************************************************
  
  ************ Ext. 308
  
  www.excelphotographers.com
  
  
  From: *********************** <**************************>
  Sent: Thursday, January 18, **** 1:23 PM
  To: Excel Customer Support <***************************************************************************************************>
  Subject: Re: New Message From Excel Photographers
  
  ok thankyou for responding, I cannot come in today due to transportation, can we schedule another day please?
  
  On Thu, Jan 18, **** at 7:43?AM Excel Customer Support <***************************************************************************************************> wrote:
  Good morning,
  
  I apologize for that; I am not able to locate an image for this student. We do have a studio day today if you would like to bring him in to our office to have a picture taken, or I can refund your order.
  
  Thank you,
  ****** Day
  Excel Customer Support
  
  **********************
  *************************************************************************************
  
  ************  Ext. 308
  
  www.excelphotographers.com
  
  
  -----Original Message-----
  From: ************************* <*****************************>
  Sent: Thursday, January 18, **** 7:19 AM
  To: Help <*****************************>
  Subject: New Message From Excel Photographers
  
  Phone: **********
  Students Name: *****************************
  Address: *******************************> City: **********
  ***************
  Grade: kindergarten
  School Name: hillsdale elementaty
  Teacher: ****************
  Claim: I paid for my sons picture, I paid 18 dollars for his 8 by 8 and never received it! I already contacted you guys but the phone I was using broke and email not recovered. So this is my attempt again to try and reach out and hopefully get what I paid for. My son didnt even show up in his class picture.
  Comment / Question: what do I have to do to get the picture? I have all 3 of my other kids photos on my wall but not my youngest. please help!

  Customer response

  01/27/2024

  I am rejecting this response because: even though I got my sons picture after all this trouble, at the end of the day they still lied to me and many parents. So many more parents pictures lost and so many in my sons class who went through same thing. All being lied to. so for that I do not accepting I am rejecting. I want them to send the pictures out to all parents who also went through same thing, excel are liars and hope I can spread awareness to all schools and parents about this issue, and to not spend their money on their company anymore time for a ***************** to step in. **************** plays a big part in this, the reviews speak for themselves and for that I will be rejecting. its about the principle of it, they lied to me many times before I actually pushed my issue and then i magically got my sons picture. wow 
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have ordered pictures through my child's school ,I have email called this business they never call or return any of my voice mails they have attached my son's photo to school Aries website but have my provided with an full refund of my 20 dollars or my son's pictures.

  Business response

  03/03/2023

  Excel received one phone call from ************************* on 12/16/22 at 3:46pm when she left a voicemail.  Excel representative returned phone call and was unable to reach customer.  After a search through phone and email records, no other emails or phone calls came into Excel after this date from customer, so we did not have any additional information to assist her.  Customers child took pictures on 10/6 at the school and Excel received the cash payment for that on 12/1 (after deadline) at the makeup day picture day.  Order to be processed and delivered to school, should have been delivered to school site on 12/15/22 with the rest of the images.  Excel has located original payment envelope and will issue a refund as requested to parent, mailing it to the address provided in this complaint.  This refund will be mailed on 3/6/23 - the next soonest business day.

  Customer response

  03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The photos taken of my daughter are too dark, and her face looks extremely shiny. I've reached out to the company many times requesting a refund and which they have agreed to give me but ***** states that she was unable to locate my payment. I paid with a check, which was cashed and posted to my account November 2021.BBB, please help me with getting my money back.Thank you in advance,A. Flood

  Business response

  03/14/2022

  Hello, my name is ***************************** and I am the customer service manager at **********************.  **************************** originally contacted our customer service department on 12/29/21 at 12:33PM regarding her daughter's *********************** school portrait package. She was not happy with her school portrait package and requested a refund. Her case number #***** was forward to me and I reached out to ***************. *************** returned my phone call on 01/12/22 at 1:24pm and we spoke later that evening. I informed ***************, we would be happy to issue a refund and needed to confirm how her original order was placed; online or by payment envelope since my system did not indicate how the order was placed. *************** confirmed, she paid using a payment envelope and paid with a check but was unsure of the exact amount. I confirmed her mailing address and assured *************** a refund would be issued once we locate the original payment envelope and confirm her order, and if we needed her assistance further, we would reach out to her. Unfortunately, we could not locate a payment envelope or proof pf payment for her daughter's original order. We reached out to *************** on two separate occasions in February to no avail. Last week, on 03/10/22 *************** called me directly to follow-up regarding her refund. I spoke with her once more and informed her that we could not locate a payment envelope for her daughter's order and if she could confirm a check number, the amount the check was written for, since we did not have a proof of payment or could confirm a check number or amount. *************** informed me that she would call me back to confirm the check number and amount once she had a chance to look through her bank statements. *************** has not called me back since our last conversation on 03/10/22. And as of today, we have no record of payment or have confirmed a check number, check amount or if her check cleared. We will be happy to issue a refund we just need her assistance to help us locate her original order. -Thanks, ***** Hernandez  

  Customer response

  03/15/2022

  I am rejecting this response because: I left a voice message on ********************************* answering service informing her that I paid $39.50 using check # ****. I also told her that the check was posted on November 1st, 2021. If she had communicated that she needed more information regarding my payment in December when we spoke, I would have gotten her the information; however, she did not let me know that this was a problem until I called back in March to follow up on my refund which was when she informed me that they could not locate the payment. ***** or someone at Excel should have contacted me to let me know that more information was needed to process my refund. t It's pretty sad that this company has all of my information, including my child's information, and cannot locate my payment or validate the payment, for that matter. Excel is well aware of what I ordered and what they've sent to the school, as they do not give free photo packages to students. In addition, all of my personal information that is stated in ******* response can also be found on my check, which is why I don't understand why the accounting department is unable to find my payment.
  

  Business response

  03/17/2022

  Dear ***************, thank you for providing the check number #**** written in the amount of $39.50. We appreciate your efforts. Your refund check #**** has been issued and will be mailed today to the following address:

  ***********************

  151 **************************

  ************** 95835

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩