• Report: #1116868

Complaint Review: Andrae Michaels National Portrait company

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  • Submitted: Sun, January 19, 2014
  • Updated: Wed, February 12, 2014

  • Reported By: elissa_email — Brighton Colorado
Andrae Michaels National Portrait company
6760 Corporate Drive Ste 200 Colorado Springs, Colorado USA

Andrae Michaels National Portrait company Didn't receive pictures, no return phone calls for 2 months. Then I gave up! Colorado Springs Colorado

*Author of original report: PROBLEM SOLVED! :)

*UPDATE Employee ..inside information: Portraits sent out in the mail on January 20, 2014

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I had pictures taken of my 3 children.  For the first time, went and bought them outfits for it and everything.  They wanted to make an appointment for a Sunday to pick the pictures up.  I have church business a lot of the day and I asked for a later appointment.  They offered 8:00 pm.  I agreed.

On that evening I got there (Safeway) to pick them up and they had packed up and left about 1:30 pm, I was told.

I got home and checked my voicemail and there was a message from them that they had seen all their appointments and wanted to leave so could I come now.  I wasn't home, I didn't get the message.  If they made my appointment at 8:00 and they couldn't reach me directly then they need to wait til 8:00 or not make appointments for that time if they aren't going to be there.

I called them 8 times over the next 2 months, once a week and never received a call back.  I gave up and just chalked it up to a dishonest company that steals money from people, as these are prepaid pictures.

On my messages to them I offered to pay for shipping to have them sent to me or have a friend in Colorado Springs pick them up.  Never even got a phone call back.

Is this normal practice to just change peoples appointments without talking to them and then if you miss the "appointment", you're just out of luck?

This happened some time ago, but again after trying to get a response for 2 months I gave up.  But now I see them in the stores doing pictures again and I thought I should let people know of their practices.


This report was posted on Ripoff Report on 01/19/2014 07:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/Andrae-Michaels-National-Portrait-company/Colorado-Springs-Colorado-80919/Andrae-Michaels-National-Portrait-company-Didnt-receive-pictures-no-return-phone-calls-1116868. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

PROBLEM SOLVED! :)

AUTHOR: elissa_email - ()

I did get an email after I emailed and received my pictures about a week later.  I appreciate you sending them to me.  With this email, my complaint was handled rather quickly and professionally.

Initially, my appointment was for 8:30 but they called me at about 1 and said they were done and wanted to leave.  Like I said before, I wasn't home so I didn't get the message.  When I went in they were gone and I asked customer service at Safeway and they said they had left hours before. 

When I called back all those times I called the number on the voicemail and the caller ID which appeared to be a cell phone and probably just whoever was running the booth at the time.  No one called me back.  That was my main complaint was that they changed my appointment without speaking directly to me and then left and then didn't call me back. 

But It's all taken care of now and the pictures look really cute and I'm happy to have them.  For the price it was a good deal.  I'm not sure if I would do it again but I probably would and just now I know that email is the best way to get a response if needed I would definately do that.

Thank you for your quick response to my email and for sending the pictures right out to me.

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#2 UPDATE Employee ..inside information

Portraits sent out in the mail on January 20, 2014

AUTHOR: fgardner - ()

 I first and foremost want to apologize for any inconvenience that you have endured.  I received your email on Sunday, January 19, 2014 at 7:44pm.  I did respond to your email that very same night at 10:29pm.  I also sent a second email the very next morning on Monday, January 20, 2014, letting you know that I had located your portraits and that I had sent your portraits out in the mail that very morning, and I also attached a preview of the remainder of your portraits, so you could take a look and see how they came out.  I did not charge you the shipping and handling fee that we normally charge, just because of the inconvenience that you endured.

I did take a look at our customer call logs from May 2013 to present and this is the first time that we have heard from you, so I am a bit confused as to what telephone number you were calling.  We are a traveling company and we travel to several different states and cities.  All of our Portrait Consultants and Photographers have voicemails setup letting our customers know, if they are needing to reschedule an appointment to please leave a name and telephone number and if you’re calling about any other location, please contact our Corporate Office at 719-785-7206 Ext 4.  So again, I am not sure what telephone number you were calling. 

I also looked up the schedules for the weekend of your pickup and it clearly shows that our portrait consultants were at the Brighton Safeway location until 8:30pm as they were booked fully all the way through 8:30pm on Sunday, June 2, 2013, which was your pickup date and 8:15pm was your pickup time.  So again, I am confused as to what happened and why you were not able to get your portraits that day. 

Today is Tuesday, January 23, 2014 and I still have not received a response back from you on the two emails that I have sent to you.  We are not a dishonest company and we are not out to take anyone’s money.  We are here to create family memories and to make sure that every customer is 100% Satisfied.  We truly care about our customers and their families and want to be able to continue to service our customers in the future, because without our wonderful customers, we would not be in business.  If you have any further questions or concerns, please contact me personally at 719-785-7206 Ext. 4

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