Complaint Review: Mara's Photography

My daughter's dance instructor chooses the photographer that she uses for both group and individual photos of her dancers. I was required by Mara's Photography to pay in full on the day the pictures were taken, prior to viewing any proofs. I wrote a check for $48 in March, which has been cashed.

I picked up PART of my order at the dress rehearsal. At that time I noticed that my order was incomplete. Some other parents noticed the same. I asked the instructor at the end of the rehearsal and was told that the orders would be processes and I could pick up the remaining photos at the recital the following week.

However, when I checked for my pictures during the recital, the were no additional prints of my daughter. At that point I called the dance studio and was assured that I would be able to pick up the missing pictures when I picked up the DVD in June. But again, when I picked up the DVD in June, my order was not there.

So, I contacted Mara via e-mail myself. I got a curt reply stating that she didn't realize that there was anything left and asked what I was missing. I responded with a detailed list of what I ordered, what I received, and what I was missing. I also offered to come to her studio with the pictures I received to sort things out.

After about a week of no response, I sent another message that showed my disappointment and got a reply that said only "I was away for the week and am still getting caught up". My patience was gone as well as my politeness. So, I sent a reply that stated that I expected my order to be complete and a reimbursement by the following Friday. I got an almost immediate response stating that 3 5x7's and an 8x10 were to be printed that afternoon and I should have them by Tuesday or Wednesday of next week ( Wednesday was July 4th). I answered her with a thank you and assured that I would be in touch again if I did not receive the pictures by Wednesday.

Needless to say, after moving on to phone calls that have not been returned, I still have not received my photos that have been paid for. I can not go to her studio unannounced because her hours are "by appointment only". I also contacted the dance studio recently and learned that I am one of many with incomplete, paid in advance orders.