I went to Portrait Innovations in Davenport, IA on May 24. It wasn't busy and they started my photo shoot right away.
I was getting my son's 2nd Birthday pictures. I went online that morning to search what specials Picture People had going on when I came across a package for $9.95 from PI. I read about what you get in that package and then called the store to confirm that I would be able to use it and asked about sitting fees; there were no addt. charges.
I then asked if they sell a disc of all the prints. They said they do not sell it but it comes with their collections. Again, I verified I could get that price and a disc and they said yes so I went ahead and booked the appt. They took the pictures and were nice while doing so.
We went to review them and narrow down to find the picture to print. I kept telling him I only wanted the $9.95 package and picked out the pose and said that I would come back to get more prints next week when we would have more money to do so. He said that was fine however kept asking if I wanted other pictures and showed them to me (I get the whole sales process in upselling) I stuck with it and said no that I just wanted the one for now and the disc. We get to the end and finally he says I cannot get the disc without purchasing the 3 pose collection which costs $75.
I asked how much just the disc would be and he went on to say they don't sell it individually. I asked for the manager and he told me she was doing a shoot and he would print off the pictures and I could wait. I told him not to take the disc out of the computer because I did not want to risk losing any photos and that I would wait for her. She went on to say they would not sell it either.
I told her about my phone conversation that morning with an employee and what they told me and that I did not have $75 that day but I had about $50 to spend and wanted these pictures and that I would come back and get reprints she said that is not possible. I asked if there was any one she could call to make an exception she said no. I called corporate which was closed. We got the 1 print of photos and started driving away and I called them to see if they were willing to hold the pictures until tomorrow when they informed me they were already deleted!
Not even 5 minutes after they had ALREADY deleted the pictures. I get that they need to use the harddrive for another photo shoot but this was at 5:30 and there was nobody else waiting for a shoot and the close at 6! The next morning I called corporate and informed them of my experience and all I got was empty apologies. I asked if there was anything they could do for customer satisfaction and the lady kept telling me no that it was miscommunication and the website clearly explains what my package entails.
I understand this but when I clearly asked about that collection (which corporate says isn't a collection even though my receipt says collection) and the disc and was told that is what I can get. Finally after going back and fowardth with corporate they said they would send me a $5 coupon for my next visit! They obviously are more worried about personal profit than customer satisfaction. $5 does not do justice for how angry I was at the situation.
Don't tell someone they can get this disc then turn around and tell them they can't! I was willing to spend money paying for it but it wasn't good enough. I get photos of my son on the exact day of his birthdays, birth, and monthly milestones.
If it wasn't already 5:30 by this time and his party was at 6:00 and everything is closed after that so I couldn't go elsewhere! I will never do business with this awful company again.
Monetary Loss: $10.