Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired ******* for my wedding reception. She posted photos to her ******** account of my wedding and then provided me with a gallery that did not include all of the photos that were also on ********. I questioned this and she will not give me those photos. I really don't understand why, it's very confusing. As You can see I'm not the only one who this has happened to. Then she took 100 out of 192 photos of the same plate sitting, our food, and our decorations. We have hardly any guest photos or photos of ourselves. When questioned about this she stated it was due to our late arrival as the bride and groom. Key moments were missing as well and she just keeps referring to the contract and she went so far as to say that guests weren't enjoying themselves and were on their phones. This is why she didn't take photos. I don't get it, as a photographer wouldn't you engage guests and have them take photos? Needless to say why would hire a photographer for just food and decor when we also wanted ones of guests too. She also gave the excuse that guests requested that they didn't want a photograph. I reached out to every single guest and asked them about this and they denied stating they would've loved having a professional photo of them.

  Business response

  11/25/2024

  In line with our attorney’s guidance, we will not be responding to the Better Business Bureau (BBB) complaint. The BBB is not a regulatory body and does not have legal authority over contracts or businesses. Its role is to facilitate communication but cannot enforce decisions.
  We sincerely apologize for the bride’s dissatisfaction and understand her frustration. However, I must clarify that the bride approved the timeline with the venue, which clearly stated her arrival time as 6:00 PM. There are text messages proving that at 6:18 PM, the bride notified the venue coordinator that she was running late, but did not respond to any further communication until 7:12 PM. As a result, the late arrival had a domino effect on the evening’s schedule, which I had no control over.
  I arrived on time, as scheduled, and adhered to the agreed-upon timeline. I worked diligently to capture every key moment within my contracted time, but unfortunately, due to the bride’s delay, the entire evening’s schedule was impacted. Despite this, I stayed until 9:25 PM to ensure I could photograph the sparkler send-off, staying beyond my contracted time to accommodate the delays.
  While I fully understand the bride’s disappointment, I cannot be held responsible for poor planning or timing decisions. The delays, including the late arrival and extended travel time between venues, were beyond my control. I cannot guarantee or photograph moments that did not happen due to timing issues, and I made every effort to capture the day’s events to the best of my ability.
  Again, I deeply regret the stress this situation has caused. I am sorry that the bride feels the need to place blame where it isn’t warranted, but I can only capture what happens during the time allotted. I stand by the work I provided, and I believe the gallery delivered reflects the terms of our contract.

  Customer response

  11/26/2024

  
  Complaint: ********  
  I am rejecting this response because:

  I am asking for photos the photographer posted on their ******** that they refuse to give me. They are so focused on the timeline not going according to plan when things like this happen, probably more often then not, then fixing the issue of withholding photographs of myself and my husband. 
  
  Sincerely,
  
  ********* ******

  Business response

  11/27/2024

  ,
  I am writing in response to the complaint filed by client. At this point, we have made the decision to discontinue communication with this client. Despite multiple attempts to address her concerns, she continues to misrepresent facts and refuses to acknowledge the terms outlined in our contract.
  The client has made false claims to her bank, stating that I failed to deliver her photos. This claim is inaccurate. The gallery containing her photos was delivered as agreed upon, and I have documentation showing that she, along with several members of her party, accessed and downloaded the entire gallery, as well as individual images. I am attaching proof of this activity for your review.
  Additionally, the client was aware of her late arrival, which shortened her time at the venue. While I have apologized for any inconvenience this caused, please note that this situation was entirely out of my control. I was present on-site at the contracted time and provided the services as agreed.
  Given that all terms of our agreement were fulfilled, Our contract stats that downloading any images is confirmation of satisfaction with the final product, and the client continues to make false and unwarranted claims, I consider the matter resolved on my end. If this harassment continues, I will be forced to pursue legal action against the client. I will also file a police report for theft of product, as she has downloaded the gallery and is now attempting to charge back her credit card under false pretenses, claiming she did not receive the product she clearly accessed.
  I have provided the services contracted and will no longer be engaging in further communication regarding this issue. We considered this Cause with a non-bearing company closed and will no longer be discussing the issue with the client. 
  
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We hired A Wave of the Wand out of Lexington, KY to be the photographer at our 09/30/23 wedding. They were paid in full the contract price of $1500.00. This fee was to cover 2 professional photographers for 8 hours each. We received one professional and her daughter. Our issue is that A Wave of the Wand is using photos that we paid for to advertise on her ******** business page, which by the way are some of the BEST pictures of the day, but she will not add them to our gallery, or give us access without her business watermark on them. In addition there are pictures that we know were taken that she will also not let us see or give us access to. There was a very important moment with myself and my sister that we even stopped and said, please make sure you get a picture of this, she will not give this to us. Also and individual picture with my nephew, we know it was taken, but she will not give it to us either. We had to do our sparkler send off twice that night to get photos, and none of those were included in our gallery. In emails I have attached ******* keeps stating the contract says that the contract states that photographing certain moments is not guaranteed, however it does not state that moments captured would not be added to our gallery. When our original gallery was uploaded, it had blurry pictures, and pictures of her daughter in the gallery. I have asked nicely, as you can see from the attached email. And she still refused. We are also supposed to have access to our gallery for one year. Every time I go to access our gallery I get the 401 error that I have also attached to this claim. I am not asking for any of our money back I am asking for all the pictures that we know were taken, and the pictures that she is using on her business page without her watermark.

  Business response

  09/05/2024

  "Please stop contacting me. I am not interested in doing business with you, and your continued messages are considered harassment. Cease all communication immediately."

  
  

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There was really no response from the business.  She states that she doesn’t want to do business with me, however the business was done, and she was paid, IN FULL, before she even took the first picture.   She had no issue getting her money from us, however we have had nothing but issues with her since we made payment.  Several guests and members of the wedding party commented on how rude she was to them at the wedding, even yelling at the mother of the groom. She is using photos that we PAID FOR to advertise her business, however she will not provide them to us without her watermark for us to print.  I have asked her nicely several times for these photos.  We had to do our sparkler send off twice because she did not get the photos the first time, we did not receive one single photo of that moment.  There were specific photos that we asked her to take, and we know that she took them, but she still will not provide them.  We are also supposed to be able to have access to our gallery for one year from delivery date.  Every time I try to go into the gallery, there is an error and we can’t access the photos.  I am not harassing her, I want what I paid for and what she is using on her page to get business for her company.  She used the BEST pictures from our day as part of the sneak peak, on her ******** page as advertisement to get other customers, yet we do not have access to print them or use them.  I am not sure how in the world she thinks this is appropriate or good customer service.  I am not sure why she is accusing me of harassment.  If anything she is the one harassing and bullying, her actions were and have been the most expensive and WORST part of the entire wedding!  My full response is attached
  
  Sincerely,
  
  ****** ******

  Business response

  09/06/2024

  
  

  To Whom It May Concern, I will not be addressing or dealing with the baseless complaint you’ve received. If the client wishes to discuss this matter, she is welcome to email me directly. However, it has been a year since her wedding, and her complaint at this point is both unreasonable and untimely. Your company has no legal standing in this matter, and I find your repeated phone calls and emails to be harassment. I will not be bullied into paying for a rebuttal on what I believe to be a bogus website. Consider this my final communication. Cease all contact with me immediately. Sincerely, *******

*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. ↩