Complaint Review: United Studios Of America

I'm from Florida visiting family in Phoenix. On 9 Jan 2010, appx 12:15 pm at the Christown Spectrum Mall in Phoenix AZ on 19th Ave and Bethanny Home Rd I was approached by a UNITED STUDIOS photography agent named " Eli " who I am now feeling was not his real name on the badge. He wanted me to fill out this plain looking info card pertaining to a $ 10 photo package. I told him I was from FL. He asked will I be here in 2 weeks. I said "NO", and then he totally turned away as if I didn't exist. I said as I departed thank you. then a second time because I thought Eli didn't hear me. I then said Thank You a third time and he waved me off without so much as eye contact and a bad attitude. I said " WELL BACK TO YOU TOO !" Being a bit perturbed with need to let people know I will not tolerate their inappropriate behavior I came back 10 mins. later and said well what does a person have to do to get the offer to patronize your photography studio buisness. Do I fill out the ( generic ) info card or what? He paused a bit then recognized me and said "well this doesn't apply to you because you arent" going to be here in two weeks and ignored me. After serving in the Persian Gulf War and Afghanistan and being treated at home so unprofessionally, I thought to take this issue further. In stead of making a scene at that point or going back and cussing him out as many a person would do and I would like to have done, but contained my dismay I found out the company has scrupulous tactics to solicit business for your dollar. There was no direct access to his supervisor at the mall or complaint department on UNTIED STUDIO's cheaply made website. I decided to address this online and post notice to all who encounter UNITED STUDIOS. At any point they feel you are not biting or have already paid, the customer service instantly degrades. Beware of these scam artist. They had a cheesy 5 minute setup/takedown kiosk in the near the Bath & Body / T-Mobile store in the mall and no studio. I am also notifying Spectrum Mall of this issue that UNITED STUDIOS not be allowed there and to pass on the complaint to other mall operators. One day Eli and agents of the same cut and rude practices will tick off the wrong person and get what they deserve, a physically serious bad attitude ! Ripoff Report: United Studios Of America Outrageous prices and a ...

I had a similar experience to that of the original reporter.  I agree that, though not necessarily a ripoff, the quality of the end product and the lack of customer service was mediocre at best.
We arrived for our scheduled appointment on time and were told by the photographer that her camera wasn't working, and that her manager/supervisor was getting replacements for her---could we come back in an hour?  The photographer offered to waive our $6 sitting fee for our inconvenience.  I agreed to that, and we returned in an hour. 
Upon our return, the photographer said that her manager told her that she was *not* to waive the sitting fee!  OK, so maybe the girl overstepped her authority by making us that offer, but it *was* good customer service and gave me a good feeling about the company.  Her manager overriding that offer?  Not such a good feeling.  However, we agreed to go ahead w/the session and pay the sitting fee, especially since I'd already paid the $10 for the "package". The photographer then had us select a background....then proceeded to take my daughter's pictures in front of a green screen.  She assured me that we wouldn't know the difference once we saw the final product.  She finished the session, and we scheduled a return visit to pick the photos up.

***I will say that the photographer was great!  She really took some good shots, and worked very well with my daughter.  She was very patient--and apologetic about our earlier inconvenience.  My problem is not with her at all!  Well, unless she did the editing!***

Flash forward to two weeks later.  I got a phone call from a very irritated-sounding woman telling me that I had missed the appointment to pick up my pictures, and needed to get to the pick up location much later in the day.  My appointment was for 2pm---the call came at 12:30.  When I went to pick the photos up, I explained the situation to her and she responded by saying "I don't have a 2:00 appointment."  Yeah, well, my pickup reminder brochure said otherwise, but fine.  She shows me the pictures and I was put off by the amateurish Photoshop look of the entire set.  The saleswoman goes for the hard sell described by others here---quoting $500 plus for everything plus a few novelties that would have to be ordered.  I declined that offer, along with the next several she gave me, and finally selected a few pictures and got out of dodge.  As I said, the photographer was great, and got some nice shots of my daughter---but the editing was awful.  Also, upon closer inspection, there is some pixelation in some of the photos that I wouldn't expect from a professional studio. And my kid's three years old---she doesn't need any skin enhancement, but her face looked a littler pinker than usual in these pictures. 

Could I have left w/just my prepaid $10 package?  Sure, but I thought "Hey, my kid looks cute, maybe no one will notice the craptastic background and bad photoshopping!" so I bought a few poses anyway.  No buyer's remorse here---just general disappointment in the final edit and the subpar customer service. 

I wouldn't recommend United Studios to anyone and would certainly not use them again for myself.

It sounds to me like you met a salesperson, and they sold you, and you had buyers remorse. United Studios strives for customer satisfaction. Having been with the company since 2001, and having dealt with customers both face to face, and over the phone for most of that time, I have watched our company bend over backwards to correct service issues.
In regards to you being pressured into purchasing the additional portraits, and them being better than the other shots, I would like to point out a few things.
1. Our photographers are trained to explain that the first pose is the special purchased when you sign up. We even have signage that states this, and never withhold that information. I know, I started as a photographer. The additional poses are just that, different break-downs of the group, that may compliment your primary family pose, maybe even create a wall grouping, if you like. There is, however, no obligation to purchase them, and like many businesses, the more you purchase, the cheaper per unit. That is relatively standard in the studio business, as evident by al the companies that off "package" discounts. Also note, our product outshines our competition in many ways. Consider; our portraits go through a process that automatically enhances your skin, just for starters. The competition doesn't do that. Not at a lower price.
2. In the event that a customer is unhappy with the process, I know it to be true that we will retake pictures until you are satisfied. We have done it on many occasions, in such instances as uncooperative children, and what-not. If you were unhappy with the salesperson, you could have called us and let us address the matter, rather putting it on here. Believe it or not, we correct our employees for mistreating customers to the point of termination, if need be.
3. I would challenge anyone to consider this: we service thousands monthly, and are a photography sales organization that specializes in mobile family photography. We have been in business for approximately twenty years. We certainly didn't get this way by abusing our customers, so if you feel we weren't professional in our handling of you, maybe you should give us a call, or drop us a note. 330-832-1660 or customerservice@unitedstudiosofamerica.com
Thanks,
Randy F.
(Corporate Management)

It sounds to me like you met a salesperson, and they sold you, and you had buyers remorse. United Studios strives for customer satisfaction. Having been with the company since 2001, and having dealt with customers both face to face, and over the phone for most of that time, I have watched our company bend over backwards to correct service issues.
In regards to you being pressured into purchasing the additional portraits, and them being better than the other shots, I would like to point out a few things.
1. Our photographers are trained to explain that the first pose is the special purchased when you sign up. We even have signage that states this, and never withhold that information. I know, I started as a photographer. The additional poses are just that, different break-downs of the group, that may compliment your primary family pose, maybe even create a wall grouping, if you like. There is, however, no obligation to purchase them, and like many businesses, the more you purchase, the cheaper per unit. That is relatively standard in the studio business, as evident by al the companies that off "package" discounts. Also note, our product outshines our competition in many ways. Consider; our portraits go through a process that automatically enhances your skin, just for starters. The competition doesn't do that. Not at a lower price.
2. In the event that a customer is unhappy with the process, I know it to be true that we will retake pictures until you are satisfied. We have done it on many occasions, in such instances as uncooperative children, and what-not. If you were unhappy with the salesperson, you could have called us and let us address the matter, rather putting it on here. Believe it or not, we correct our employees for mistreating customers to the point of termination, if need be.
3. I would challenge anyone to consider this: we service thousands monthly, and are a photography sales organization that specializes in mobile family photography. We have been in business for approximately twenty years. We certainly didn't get this way by abusing our customers, so if you feel we weren't professional in our handling of you, maybe you should give us a call, or drop us a note. 330-832-1660 or customerservice@unitedstudiosofamerica.com
Thanks,
Randy F.
(Corporate Management)

It sounds to me like you met a salesperson, and they sold you, and you had buyers remorse. United Studios strives for customer satisfaction. Having been with the company since 2001, and having dealt with customers both face to face, and over the phone for most of that time, I have watched our company bend over backwards to correct service issues.
In regards to you being pressured into purchasing the additional portraits, and them being better than the other shots, I would like to point out a few things.
1. Our photographers are trained to explain that the first pose is the special purchased when you sign up. We even have signage that states this, and never withhold that information. I know, I started as a photographer. The additional poses are just that, different break-downs of the group, that may compliment your primary family pose, maybe even create a wall grouping, if you like. There is, however, no obligation to purchase them, and like many businesses, the more you purchase, the cheaper per unit. That is relatively standard in the studio business, as evident by al the companies that off "package" discounts. Also note, our product outshines our competition in many ways. Consider; our portraits go through a process that automatically enhances your skin, just for starters. The competition doesn't do that. Not at a lower price.
2. In the event that a customer is unhappy with the process, I know it to be true that we will retake pictures until you are satisfied. We have done it on many occasions, in such instances as uncooperative children, and what-not. If you were unhappy with the salesperson, you could have called us and let us address the matter, rather putting it on here. Believe it or not, we correct our employees for mistreating customers to the point of termination, if need be.
3. I would challenge anyone to consider this: we service thousands monthly, and are a photography sales organization that specializes in mobile family photography. We have been in business for approximately twenty years. We certainly didn't get this way by abusing our customers, so if you feel we weren't professional in our handling of you, maybe you should give us a call, or drop us a note. 330-832-1660 or customerservice@unitedstudiosofamerica.com
Thanks,
Randy F.
(Corporate Management)

It sounds to me like you met a salesperson, and they sold you, and you had buyers remorse. United Studios strives for customer satisfaction. Having been with the company since 2001, and having dealt with customers both face to face, and over the phone for most of that time, I have watched our company bend over backwards to correct service issues.
In regards to you being pressured into purchasing the additional portraits, and them being better than the other shots, I would like to point out a few things.
1. Our photographers are trained to explain that the first pose is the special purchased when you sign up. We even have signage that states this, and never withhold that information. I know, I started as a photographer. The additional poses are just that, different break-downs of the group, that may compliment your primary family pose, maybe even create a wall grouping, if you like. There is, however, no obligation to purchase them, and like many businesses, the more you purchase, the cheaper per unit. That is relatively standard in the studio business, as evident by al the companies that off "package" discounts. Also note, our product outshines our competition in many ways. Consider; our portraits go through a process that automatically enhances your skin, just for starters. The competition doesn't do that. Not at a lower price.
2. In the event that a customer is unhappy with the process, I know it to be true that we will retake pictures until you are satisfied. We have done it on many occasions, in such instances as uncooperative children, and what-not. If you were unhappy with the salesperson, you could have called us and let us address the matter, rather putting it on here. Believe it or not, we correct our employees for mistreating customers to the point of termination, if need be.
3. I would challenge anyone to consider this: we service thousands monthly, and are a photography sales organization that specializes in mobile family photography. We have been in business for approximately twenty years. We certainly didn't get this way by abusing our customers, so if you feel we weren't professional in our handling of you, maybe you should give us a call, or drop us a note. 330-832-1660 or customerservice@unitedstudiosofamerica.com
Thanks,
Randy F.
(Corporate Management)

In response to the rebuttal above, I, for one, appreciate fellow consumer experience testimonials and think they are a good source of information whether or not someone made a bad choice is not my concern. The point is that they are sharing their customer experience so that we can all better evaluate our own choices and avoid bad service, bad quality, repeating mistakes, and above all, spotlight predatory business practices so that these businesses are forced to either go out of business or answer to the authorities monitoring these types of reports.

We had the same disappointing experience with United Studios of America at a Meijer's store in Northville, MI. I was approached by a friendly young man on my way to check out, asking if I would like to get a family photo package which included (1) 11 x 13, several mini-wallets ( 1 x 2 too small for most people to see) and (2) 5 x 7) for $10 cash. I thought it was a good deal despite the tiny wallets, so I bit. We came for our sitting (the following weekend) and were informed they required a $6 fee for the sitting, not mentioned when I paid the $10 to the nice young man.

The photographers were very nice young men and they did three or four poses, and would have done anything we wanted. No mention of which poses would be used for the purchased package. We were told to come back in a week to pick up our photos.

We returned a week later and were presented with pages and pages of prints, many of which we liked. We were shown the ones that were included in the $10 pkg and they were nice, but my wife also wanted a few other sheets of the kids that were extra. This is where they try to get you with their larger packages. I asked the seasoned saleswoman what the entire pack of sheets would cost and she wrote down a price on the sheet of paper and showed us, $225.00 for everything she had in our envelope, 14 sheets, I think (keep in mind there is another sales woman doing the same thing with another family at a table 10 feet away) She purposely writes down any pricing so that no one outside our private little partitioned area will hear the amount.

She told me buying the sheets individually would be $25/ea and was much too expensive to do that. At that point I had had enough and told my wife we should just take our $10 pkg and go. This made the saleswoman quickly scratch down her next offer, 10 sheets for $10/ea. Wow, quite a discount in no time at all. We accepted that offer, even though we only wanted four of the ten because she would only sell us four for $25/ea so it was a wash and she wasn't going any lower.

We ended up paying $130.00 (photos, taxes, shipping) plus the initial $10 and $6 sitting fee for a grand total of $146.00 for 13 sheets of photos. My wife asked for one of the 8 x 10 to be turned into (2) 5 x7 and one of the sheets to have the color tone adjusted. The sales woman said this would be no problem and that we could expect our photos in the mail within two weeks. That was November 22, 2008. We still have not received the pictures. (today is 1/8/09)

I called United Studios today and the customer service woman told me they take 8-10 weeks to process the photos so we should expect them in a couple weeks. That seems funny to me since the original photos from our original sitting we ready in one week? She explained that their lab was in Tennessee not in Ohio. Still doesn't make any sense to me why it would take so long.

I wonder if I had not called if we would ever receive our photos. I will update this report if and when I do receive them.

...have we all become a nation of victims?