• Report: #276947

Complaint Review: Wal-Mart Picture Me Portrait Studio

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  • Submitted: Wed, October 03, 2007
  • Updated: Wed, December 19, 2012

  • Reported By:Bedford Texas
Wal-Mart Picture Me Portrait Studio
1732 Precinct Line Road Hurst, Texas U.S.A.

Wal-Mart Picture Me Portrait Studio Very dissatified Customer Hurst Texas

*General Comment: Principal

*UPDATE Employee: Again...

*General Comment: Mhmmm..sure..

*Consumer Comment: One Question

*Consumer Comment: not all people are created the same

*UPDATE EX-employee responds: Wrong Company

*UPDATE Employee: Don't be Camera Shy - take it to Corporate

*General Comment: It wasn't worth it

*UPDATE Employee: Gimme a Break...

* : Give Sears a try?

*Consumer Comment: If .77 cents was such an issue

*UPDATE EX-employee responds: WOW!

*UPDATE Employee: Company policies limit associates

*Consumer Comment: OMG!!

*UPDATE EX-employee responds: Really?!!?

*UPDATE Employee: I don't understand..

*UPDATE EX-employee responds: I wonder...

*Consumer Suggestion: Acting like an adult does not make one.

*UPDATE Employee: Out Of Hand

*Consumer Suggestion: Well...

*Consumer Suggestion: Well...

*Consumer Suggestion: Well...

*Consumer Suggestion: Well...

*UPDATE Employee: Customers are not ALWAYS right, Nor do they make matters better.

*Consumer Comment: What a flair for the dramatic!

*Author of original report: Wow

*Consumer Suggestion: ?

*Consumer Comment: Wow. Just...wow!

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October 3, 2007


To Wal-Mart Hurst Store Manger, Picture Me Studio Corporate Manager & Picture Me Experience Customer Service:

Due to the my recent experience, I am highly upset and agitated in regards to the treatment I received from your representative at the Picture Me Studio located in the Wal-Mart Super center store number #5080. The behavior of the Picture Me representative, Mary, was shocking, ludicrous, incomprehensible and absolutely unacceptable. On this occasion an acceptable standard has clearly not be met. I have detailed the chain of events of this terrible experience below and expect nothing short of:

- A full and formal apology from Mary and Picture Me Portrait Studio
- A full refund of all monies paid to Picture Me Studio for the photos of my children
- An explanation of how an employee such as Mary could be allowed to interface with customers in this manner

I attempted to resolve this dilemma by contacting the corporate customer service; however I am still offended by the actions of your employee. I will be reporting this experience to the Better Business Bureau, Wal-Marts Regional & Corporate Offices and will seek to pursue legal action as necessary. At 11:20am on October 2, 2007, I arrived at Wal-Mart on Precinct Line Road in Hurst, Texas to pick up my photo package. I patiently waited for a couple of minutes because Mary was conducting a photo session with another patron.

Once their photo shoot was finished she completed the transaction with that patron. At that time, another man and I were still in the studio. I handed my receipt to Mary. She located my pictures and pulled up the order on the computer. She did not tell me that there was a difference in the totals on her screen verses my receipt before; I gave her my credit card. The representative just swipes my card and proceeded to speak to the male patron in the studio. When the representative handed me the credit card receipt to sign, I told her this is not my ticket because the total was different. The representative said that is my total according to her screen and that my receipt is wrong. I stated that is not the case. At that point in time, I asked for a refund. Mary stated she does not give refunds in her studio and I would have to call the customer service number on my receipt for the refund. She stated what is on her computer is my total and I would have to pay for the product received.

Mary left the counter to assist the same male patron that was standing at the counter. At that time, I called the customer service number on the receipt. I was explaining the scenario to the first customer service representative on the phone. Mary is assisting the male patron. She then, starts making rude comments about the conversation I am having on my cell phone to the customer service lady. I told her I am on the phone and that she needs to stop talking to me. She starts yelling and acting belligerent. The customer service representative asked to speak to her. I advised her I was on my cell and that she had to contact her on the business phone. The representative puts me on hold twice and attempts to call the store.

When she comes back on the line, she informs me that the line is busy and asked what is the representative doing? I said she is just standing there. Then, Mary starts yelling that she is working and that I am being rude in front of other patrons. I told her to talk to the other patrons because I am on the phone and I am not speaking to her. At that time Mary completes the transaction with the male patron in the studio and he leaves. Then she directs all of her negative energy toward me. I am still on my cell speaking with the first customer service representative. The customer service representative puts me on hold again to attempt a phone call to the studio and I am disconnected from the line.

When the line was disconnected, I called the customer service line right back and was connected to Fran. I explained my situation to Fran. Fran was asking me a series of questions and whenever I commented, Mary would comment in the background as well. I tried to continue to focus on my conversation with Fran however Mary kept interjecting rude comments in the background. I am astonished because this situation is escalating over a .77 cents refund.

Fran asked to speak to Mary and I informed her that she would have to call her on the store phone. Fran puts me on hold and calls the store. While Fran is speaking with Mary, they are going over something on her computer screen. When Fran comes back on my line, she says the representative will give me a refund of $1.37. Mary states she is not going to give me a refund that Fran would have to complete that transaction. Fran puts me on hold and calls Mary back. When Fran comes back on my line, she asked if I could fax my receipt to her and she gives me the number.

As I am writing down the fax number, Mary starts writing the number to Amys store on my receipt that is sitting on top of my portraits. I asked her why is she writing on my receipt. Mary starts yelling that she is trying to be nice to me. I told Mary again I was on the phone and not to speak to me. Mary becomes theatrical and starts yelling for me to get out of her studio. I asked Fran is she hears all of this because this girl is going crazy.

I continued to converse with Fran on the phone to resolve this matter. Mary threatens to get security if I do not leave her studio. I am still in the studio on the phone with Fran and Mary leaves to go get security. There was no reason for Mary to get securiy involved in this matter since, the corporate office was attending to the issue.

When the security personnel arrived, I was still standing at the counter on the phone with Fran. Mary came back in the studio, snatched my portraits, and stated I could not take the portraits because I have not paid for them. I reminded her that she had already swiped my card. I asked Fran if she could hear all of the commotion going on because Mary was acting psychotic. Mary then started running around the studio and yelling that I had not paid for the portraits. I advised Mary that she had five seconds to hand my portraits back to me. At this point, Fran said she would send me the two pictures I was missing, a $5.00 refund check. I starting looking in the portrait package for the receipts. I put a big X on the receipt and walked out.

I can not believe a simple task; such as, picking up my portrait package escalated to this extreme ordeal. This simple task which should have only taken a couple of minutes, instead it lasted almost an hour. Marys dramatic actions could have landed her an Oscar if she worked in Hollywood; however, she is employed at Wal-Mart Picture Me Studio. No one should have to tolerate Marys irate behavior. This is not the way you are suppose to treat your customers. What happened to good old- fashioned CUSTOMER SERVICE? I believe Picture Me Studio owes me a formal apology for this incident. Actually after all I had encountered in the studio, I should receive a full refund for my entire purchase!

I have been a patron of Wal-Mart picture studio for the past 11 year to take portraits of my children. I have previously used this particular studio twice in the pass. After the nightmare I experienced, I will never take pictures at this location or any Wal-Mart studios again. This was a very demeaning and embarrassing experience. Never in my life have I been treated in such a manner. I will become an advocate by encouraging others not to use your studios.


Regretfully a very dissatisfied customer,

Ericka
Bedford, Texas
U.S.A.

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This report was posted on Ripoff Report on 10/03/2007 09:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Wal-Mart-Picture-Me-Portrait-Studio/Hurst-Texas-76054/Wal-Mart-Picture-Me-Portrait-Studio-Very-dissatified-Customer-Hurst-Texas-276947. 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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#1 General Comment

Principal

AUTHOR: dadbear - ()

Seems most everyone is missing the point; it's the principal of the matter. But probably a large percentage of the posters here don't have any principals to speak of.
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#2 UPDATE Employee

Again...

AUTHOR: rawrsaur - (United States of America)

PictureMe Portrait Studios are in no way affiliated with Walmart. They are the same as Sears Portrait Studios, operating under a different name (same with Shooting Stars, Kiddie Candids...). All are CPI companies, trained almost exactly the same (very minor differences), with the same policies, etc. I have personally worked for both PictureMe and SPS, and while I prefer SPS, the quality of service is the same, prices are the same, etc.
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#3 General Comment

Mhmmm..sure..

AUTHOR: racingred - (United States of America)

The way you write this, you were completely in the right, and oh so the victim. Yeah..right...that's why you stayed at the counter, and told "Mary" to not talk to you while you were on the phone. I'm sorry, yes, there was probably an issue, but you even stated that it was over .77 cents. Really!? You're going to fuss about pennies? Boy, I'm glad I wasn't Mary, and you weren't my customer. I hate dealing with people like you, in any situation. Nothing is ever your fault. Why didn't you take responsibility for yourself, and check the totals BEFORE handing over your credit card? I do! I double check everything, because people...are HUMAN.  So, You've never made a mistake before? If she had to call security, clearly you were the antagonist in this situation. You're wanting sympathy? Seriously? And "don't judge you"..Lady, you just posted this to an open forum, to the public, and you expect no one to find fault in your perfect little self? Wow, what an ego!

I've been in customer service for over ten years, and I get people like you so much, it's not funny. The way I deal with you, is to do the fastest thing to get you away from me and my company, because there is no pleasing you. Everything could be perfect, and you would STILL find fault with it. 

I'm not condoning her behavior either, but you were not completely in the right here, you could have been a grown up, and taken responsibility for your actions. What if your kids were there? Would it be right to teach them that it's ok to stand there, and act like a jerk? That it's ok to speak to someone, who may, or may not be acting worse than you are, or at best, equal to how you are, in the way that you did? 

Why should anyone give you a full refund for a product that had nothing wrong with it? Instead, you want a full refund, because you want something for nothing, and because your nose got bent out of joint, and you didn't get your way.

You acted like a spoiled child, and if any of what you say is true of this "mary" person, she could have handled this very differently. But it went down that way, because neither of you could act like grown adults in this situation. 

Grow up, act like a responsible adult, use common sense, if you have any, that is. Next time you come into an issue like this, there is a time and a place for everything, that was not the time or place for what you did, period. There is a reason for someone calling security on you, you are clearly leaving things out, to make yourself look better. But, even trying to make yourself look better, you still looked like a jerk. 
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#4 Consumer Comment

One Question

AUTHOR: anbs1587 - (United States of America)

I just have one question to address in this matter. If you believed your portraits were in fact paid in full when you handed the associate your reciept WHY did you hand over your card to be swiped at all?? Then the descrepancy would have been caught before hand I know that if I were going in to pick up portraits that I had paid for my debit credit card would never have been removed from my wallet and given to the associate in the first place!
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#5 Consumer Comment

not all people are created the same

AUTHOR: Shelly - (United States of America)

I also have use the portrait studio in Wal-mart for years.  However,  I have never been treated like that.  I agree all of that drama was not needed over 77 cent.  For me though I have to say any minor issue I did have were always resolves to my satisfaction.

I noticed a couple of things.

First, regardless of how little the over charge was it was still an over charge and you shouldn't have had to pay anything beyond what you owed.  Second, even through your own admission the customer service line seemed to go out of there way to help you.  Third, again I must say I have never had a problem at the studio I frequent, and that leads me to wonder.  If someone in my area reads this, why should you be warning them away from people who go out of there way to give me good service.

Although you were wronged I still think being an advocate to have people stop using  the studio's' all together is a bit much.
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#6 UPDATE EX-employee responds

Wrong Company

AUTHOR: Amber - (United States of America)

I realize it's been a few years but I wanted to set  the record straight for any others who may read this. Picture Me is NOT part of Wal-Mart. Never has been, never will be. They rent the space just like all the other business' in a Super Wal-Mart. If you were writing this letter to Wal-Mart, it did you no good. Picture Me is owned by CPI inc which is the same company that owns Sears Portrait Studio. Although back in '07, I believe the company may have still been owned by PCA inc. That is who you need to contact for a complaint. I know this because I worked for Picture Me for years. Your situation was completely uncalled for but I assure you, the rest of us are qualified professionals with customer satisfaction being of the highest importance.

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#7 UPDATE Employee

Don't be Camera Shy - take it to Corporate

AUTHOR: WWWeb - (United States of America)

I am sorry you had such an experience at Wal-Mart.   Clearly the customer service you received was well beyond outstanding.  Wal-Mart prides itself as a corporation in making money at the expense of their employees and the communities in which their stores are located.  Take your business elsewhere... You are obviously a human being rather than the usual "pig" we serve with their fat wallets of green.  Wal-Mart hires mostly part time employees for $1 - $2 above minimum wage with no benefits - and as long as the employee remains classified as part-time, though you may pay a low price, you also receive higher taxes in return.  Why?  You are helping to find public assistance programs to provide housing, medical (medicaid) coverage, food, and in some cases dependant care.  You say you do not care - well that is why you are not welcome at Wal-Mart and if you do care you wouldn't shop there in the first place.  Part-time associates are eligible for the company sponsored healthcare plan after one year of service. 

I hope you can appreciate the satire considering the circumstances.  Though I find the use of a cell phone extremely rude during in-person interactions with others, I find the reaction of the associate extremely inappropriate.   Please accept my sincere apology and recommendation that you take your business elsewhere... Good Customer Service is built on a foundation of mutual respect... If you want to be treated like a human try a more upscale establishment.  Regretfully, you were patronizing the slop house... Sorry to be honest - but you asked for it by posting on this venue.

If you were my customer at Wal-mart, I would serve you with respect, thank you for your business and politely seek to resolve any customer service issues to your satisfaction.  Why? - You are the reason I am employed and until the economy improves it doesn't look like I will be hanging my hat above any other time clock.

Anonymous - because my children deserve a Christmas!!!

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#8 General Comment

It wasn't worth it

AUTHOR: Marianne - (United States of America)

I in no way agree with the actions of the employee of said Picture Me Studio, however, I must say that the amount of money that needed to be refunded was not worth all that trouble in the least bit. Nothing is worth 77 cents. If it was over 5 dollars I could understand, but it wasn't even one dollar that needed to be refunded. I would report her service to you, but anything else is too much.

Only if the pictures and the service during the pictures were being taken should you have a right to ask for a full refund.Since all of this occurred after the fact, they don't owe you anything. If you have this much a disgruntlement towards the studio, simply go somewhere else. Wal-Mart can't be the only place in town that takes pictures. This wasn't an issue of the company, this was an issue of customer service.
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#9 UPDATE Employee

Gimme a Break...

AUTHOR: Snowdogs3 - (United States of America)

I've worked for Picture Me for 8 years & I've had to deal with plenty of ignoramus like you before. With your behavior regarding $.77, I'm going to go out on a limb & say Mary probably didn't act in the way you described, and if she did, it sounds like you provoked her into it. If anything, you went into graphic detail on how YOU behaved badly. And NOWHERE in your story did Customer Service Rep Fran back you up either. This is one of the reasons why we cannot give refunds in the studios anymore & it has to be done through corporate. This is our policy, and to act STUPID in front of everybody regarding it, well I would've called security on you myself. I'll give you an insider tip as well...all studios have security cameras in them. Your "buddy" Fran was more than likely watching your whole tirade on camera while looking at your transaction from corporate. You've already mentioned that they were looking at the computer screen together, which backs up my statement. Talk about Oscar material...
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#10

Give Sears a try?

AUTHOR: Katieann - (USA)

My problem with this, is that you Posted this ALL over the internet.   
It's Picture Me portrait studio is run by individual districts and each district has certain things that they allow the employee to do in these cases.   So I don't think that this is a situation that you can scream from the housetops about.  

Another question I have is what was the parent company at the time that this incident happened?  In recent time since they have went digital they have had a lot of changes, it took awhile for studios to settle in as digital Picture Me's.  Some employees were carry overs from the time of Walmart Portrait Studios BEFORE they were Picture Me.  Picture Me is run by the same company as Sears Portrait Studios, so running from a film studio with a crappy reputation to a high caliber company took time and the loss of MANY long time employees.  In my current district there is one employee that STILL can't get used to the Digital world, and is on the verge of getting fired over it. 


Walmart Portrait Studios have grown A LOT in the last few years, and they are really starting to become more refined, in Popular Studios.  ANOTHER thing to consider is the fact that each store is individual.   IF you think about it, does one Wal Mart Cashier make Walmart a horrible store??  NO, it just makes that person fireable.  

Low prices are hard to come by.  Before RUNNING to a "professional" Photographer, think about going to a different studio or even trying out Sears!  The Prices are so much more affordable, and they are only little once.  If you only get 1 8X10 from an expensive photographer, you could be getting 30 photos for 8 bucks.  That way if one gets ruined you have another.  

Don't let one rotten apple spoil the bunch!
We'd rather see you at Sears, than see you waste your money!


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#11 Consumer Comment

If .77 cents was such an issue

AUTHOR: Gerry - (U.S.A.)

You don't even have any business wasting money in a photo studio. Whenever the cashier in Walmart rings up the wrong price . Ive simply paid and go directly to customer service,who are always willing to make it right. But your the type that wants to make a scene,hold up other people because you want to feel like you can control something.
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#12 UPDATE EX-employee responds

WOW!

AUTHOR: Tiredofwhiners - (U.S.A.)

I have to agree with prior replies to this complaint. Since I wasn't a witness to the incident I have no idea how Mary really responded to your actions, I have a feeling that your version of her is highly exagerated. Your description of your actions, in your own words, is just astounding. To compound matters you actually think you did nothing wrong. Just WOW. I guess some people really don't realize how ridiculous they are.

Computers make mistakes, but I'm betting that either state or county sales tax changed between the time you made your portrait purchase and the time you paid for your pictures. That would explain a small less than $1.00 discrepancy. When she refused the .77 refund you would have been better off to pay for your pictures, leave the store and call customer service from your car or home. It was .77 cents! Not 77 dollars!

If this was your reaction at pick up, I cannot even imagine how you are to deal with during an actual photo session. I'm sure you won't be missed by Picture Me or Mary.
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#13 UPDATE Employee

Company policies limit associates

AUTHOR: Cpi Advocate - (U.S.A.)

First of all I am sure Mary wasn't meaning to be difficult when you were picking up your pictures. This is only makes our job harder. The problem is there is more than one associate in her studio so how does she know that you didn't add a product after you got your receipt that you presented. It happens all the time in my studio. Also if you didn't want her to hear your private conversation with customer service then you should have taken it out into the lobby or at least walked out of the studio where she had other customers. This is common courtesy. As for refunding your money, let me tell you CPI policy. If the pictures are sent to the lab and printed we as studio associates and studio managers are only authorized to refund 50% of the money if there is nothing wrong with the pictures. This includes even if you put 50% down and don't have the money to pay for the rest. We are only authorized to refund 50% of the purchase price. If there is something wrong with the pictures we can reprint them and maybe give a free 8x10 for the inconvience. If this doesn't satisfy the customer then we can refund you the prorated amount for the sheets only that were messed up. For example, If you purchased the Silver package which includes 14 sheets and 1 10x13. The 10x13 counts as two sheets. So there are actually 16 sheets. The package price is 99.99. So each sheet is prorated at 6.25. If two sheets were bad then you would get 12.50 plus tax in a refund. If you want refunded more than $20 you must go through customer service who will send you a check in 4-6 weeks. I know the policy sucks but we don't make up the rules we are just on the front line trying to enforce them to keep our job. YOU are being extremely rude and inconsiderate toward other customers and toward to associate over .77. Put yourself in this girl's shoes. If an associate feels threatened then she has every right to call security to have you removed. I would have done the same thing. I've had to do the same thing when a customer thought the previous customer got pictures for free. She threatened physical harm to me and I had her removed from the store. In conclusion to me Ericka I understand how you must feel being charged a whole 77 cents more than you should have been. But don't you think you handled the situation all wrong and over reacted? Making a scene in front of other customers over less than one dollar. You think our company should refund you the entire portrait purchase over a dispute over 77 cents that was most likely a computer error?? Computers make mistakes, people make mistakes. In that is exactly what Mary is.She's a human being. And just because our company strives for customer satisfaction and bends over backwards to accommodate all our customers' needs it doesn't give you or anyone else the right to treat another HUMAN BEING the way you treated this woman. I'm sorry that our company lost your business but I'm glad this woman will never have to deal with you again. As for you telling everyone what happened to you then probably think you are insane to make such a big deal out of 77 cents.
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#14 Consumer Comment

OMG!!

AUTHOR: Isis - (U.S.A.)

.77 caused all this nonsense, no wonder Mary got irritated. Stupid people who try to steal in front of me anger me as well. And, yes--taking your photos w/o signing your credit slip is theft. I have used this company several times with no problems.
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#15 UPDATE EX-employee responds

Really?!!?

AUTHOR: Mommyfirst - (U.S.A.)

Ericka seriously .77 caused this much drama........As to Mary she should have handled it much differently but .77 Really? I mean it is your money and you have the right to ask for it back but I agree with the person that said you could have taken your pictures and called from your car or home.

The rules must have changed in the past few years as it was under different management when I worked there.......I would have never allowed you to get so irate over such a small amount........We had more creative freedom and could have given a refund.

Working in the public you are subjected to all types of personalities you only escalated her by standing in front of her and her customers on the phon complaining about .77 I'm not giving Mary right not in the least......but it's only your side of the story we're hearing.
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#16 UPDATE Employee

I don't understand..

AUTHOR: A Professional Photographer - (U.S.A.)

Okay, first off, I have been with this company for almost 6 years. I have trained several, and worked with several different employees, who can, in fact surprise you with their actions when pushed so far. As well as had several different customers who go back and forth between studios trying to run scams. What I am trying to understand is how this went from 1.37, to .77 to a $5 check being sent? I do not understand these different totals, nor do I understand where the 2 missing portraits fit in this either, and why they were not mentioned until the phone conversation with Fran. I have worked both for PCA and now for the current owners CPI, and I can honestly say, that without the order being adjusted is there ever a discrepancy with the POS/SAS computers. However, computers being computers, I can imagine some kind of glitch being in the system. I can also say that having been with this company as long as I have, I know also how Walmart works with us. Now, this situation had gotten completely out of hand, as a customer myself, I would have taken my purchase and left the studio at the time, requested the name of the Manager of the studio and when he/she would have been at work, and resolved the situation at a later time. This not being my first job, I know in the businesses I have worked at prior to, both in management and as an associate... The manager is who you would need to speak with on refunds or any problem, of any sort. I wouldn't go to Taco Bell, receive the wrong order, then call customer service to get them to fix it, I would request to talk to the manager, at the very most the district manager, if then my problem was not resolved, I would move to calling their customer service center. I can also say that I do not believe you should base the actions on one individual as to how each and every other employee would react. Having read where you said you have used these studios for 11 previous years, this obviously had been your first altercation. While I am not condoning her actions,she being the associate, I believe this could have been handled by both the associate and the customer in a more appropriate way. Furthermore, I would like to hear both sides to the story as we all know there are always two sides to each story. Which is one reason why security cameras are posted both inside the studios, and inside of Walmart. Having said that, I wonder why, if the associate was acting in such an inappropriate manner she herself was not removed? I personally know that each district manager is able to view associates at work in their studios, and when a customer service call such as this is called in, with an associate being indigent, screaming, yelling and running around in the studio, the dm would immediately be called, their studio immediately pulled up on camera, and the associate removed by security from a studio. Not only that, the actual Walmart store manager, as well as the front end managers would get involved at that time, as the studios are located in the front of their stores, and a scenario such as this would honestly have Walmart customers, if not trying to be involved at least crowding around the studio. I also know that our policy does infact state we are not to give refunds. If a refund is granted it is only a partial refund, the portraits remain in the studio, and only if the portraits are messed up because of photographer error, or an error in the lab. Any other issue is to be handled by the Studio Manager first, the District Manager secondly if the situation cannot be resolved on that level. Knowing several studio managers, and district managers, I can not see the matter of .77 cents being held against the associate, or really even being counted as a refund. As to our studios not being professional, we are not anymore or less a professional than other local studios. Any portrait studio located in a retail store basically trains the exact way, their photographers not having any more or less experience than any others. I know for a fact the company who owns PictureMe owns two other major portrait studios, and we are not any less professional, our portraits are not produced with lesser products than those used by any of our sister studios owned by the company. I don't see why you believe the entire company and individuals who work therein should be held accountable for the actions of one person. If the world worked in such a manner, then schools would certainly be in serious trouble because all the students would constantly be in ISS, OCS, or detention..ect. Any printing company who ever had a mistype should be held accountable and not be allowed to print anymore..ect. Each and EVERY food chain should be completely closed and people only allowed to cook at home because I can not think of one single person I do not know who has gotten their order correct at every establishment they have ever ordered from....ect. Being in this business as long as I have, working in both film and digital studios as well as training several employees, I know mistakes have in fact been made, and have had to deal with several customer issues, some Much Larger than .77, and never once have I had to call security in for assistance. I believe this was blown completely out of proportion by the associate, who should have been, at all times in control of the situation, and the customer. And let me back the others who have commented on this, We Do Not Work For Walmart. If you have a problem with nail salons, hair salons, banks or portrait studios.. We are All Venders, Walmart does not control a part of our company, nor ours theirs.
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#17 UPDATE EX-employee responds

I wonder...

AUTHOR: Otterscrubber - (U.S.A.)

There are a few things that I wonder about when I read your complaint. The first thing I wonder is just how patiently you waited for Mary to complete her photo session. I was a photographer for PCA for 5 1/2 years, and I can tell you, it is very frustrating when you can't get through a session because the customers who are waiting are distracting to your subjects, especially if the subjects are children. In my minds eye, I can see you standing at the counter, shifting from foot to foot, making loud sighing noises, making comments to the gentleman who is also waiting, checking your watch, complaining loudly etc.

I also wonder why it is that the first associate from customer service you spoke with could not get Mary on the line if she was just standing there. If you have complained more than once, there will be a record at the customer service department. Lots of return customers have figured out that if they call and complain, they get stuff for free. I had MANY customers try to pull this on me. The customer service department has finally wised up in this respect, and can "flag" certain customers. I wonder if she was looking up your record to see if you needed a "flag" when you got disconnected.

The next thing I wonder about is how rude you were being, and what exactly you were saying to the customer service rep in front of another customer.

My next concern is why you were upset if Mary tried to help you out by giving you another means of resolving the issue with another phone number, as you had obviously been disconnected from customer service, and then been informed that Mary could give you a refund, which she is not allowed to do, and the customer service department knows this. Why was is upsetting to you that she write this phone number on a receipt that she knew you would be keeping?

Maybe I am wrong, but judging from your actions over a $.77 discrepancy, which more than likely was taxes, as there is no way to alter a customer total without adding or subtracting portraits or accessories; it sounds to me like Mary lost her patience, which was definitely not the right thing to do, because you were trying to get something for nothing at the expense of her.

If security had actually come, it was because the customer, you, were being belligerent. That's not to say Mary wasn't also being belligerent, but Wal-mart security or management will not get involved unless a customer is threatening the safety of an associate, using inappropriate language, or disturbing Wal-mart's actual customers, as PCA is not affiliated with Wal-mart. If Mary were also disturbing the customers, I assure you, Wal-mart and PCA both would handle that situation.

In the matter of Mary swiping your card, if she had, what good does that do if you don't sign the credit slip? So, that means that in trying to take your portraits with you, you were actually trying to get them for free. Who do you think would have to pay for them? Once the situation was resolved, someone would have to pay for them, I'd be willing to bet Mary would have to pay for them, and then pay for them again with her job.

The next thing I wonder about is why, in 11 years you have used so many different Wal-mart studios. If you live in a metro area, or even out in the country, most people use the same Wal-mart over and over. I wonder why you switched, was it previous customer service issues, or was it because you were scamming other studios and they had caught on? If you had in fact left your portraits there, and expected a $5 refund, that means that you only paid $5 on the date of photography. I wonder if it was a package for $4.88 that you had originally purchased. Then when you ordered your "optionals" if you didn't pay on the date of photography because you knew you'd be getting them for free. I've seen this happen a million times.

Now, with that said, I certainly could be WAY off base here. No matter what the situation is, Mary should never have lost her patience. I'd be very interested to hear a testimony from the male patron who was unfortunate enough to be caught in the crossfire of this explosive confrontation. As far as the other side of this very amusing story.......I wonder.......
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#18 Consumer Suggestion

Acting like an adult does not make one.

AUTHOR: Cyanide - (U.S.A.)

First, this is extremely awful that such an incident occurred. People who work within photography studios need patience to deal with all the children, (especially mine) who will come in to have their pictures taken. I have not seen one that is not, in my 4 years of using them.

As far as I am concerned, this person was out of line for speaking while you were speaking to a customer service representative. BUT. . .

Proper Etiquette would deem that you should have accepted the charge ($0.77 is nothing big, nor will it hurt your bank account.) then you should have headed at least to your car. From there you could call customer service.

As much as it pains me to even say you were in the right, a slight discrepency in the total is still a mistake. Yet, I must ask, seriously? You had the nerve to actually ask for a refund over $0.77? Please, where is the maturity in that? You should have asked what the change was. Sometimes, it's all about taxes.

Now, I have to also state, it was neither mature nor proper of you to call customer service in front of her. That was rude, outlandish and almost as brazzen and uncalled for as her reactions to you. You provoked her. I hope you have learned your lesson.

As far as I am concerned, you should not take it out on Wal-Mart, nor affiliate the two in any way. They do not belong to Wal-Mart but are leassing the space. This in its own right should say, if you want to punish the company, so be it but leave Wal-Mart's name out of it. That is also an act of childish aggression.

Finally, I am happy with the company. As far as I am concerned, one bad mouthed, rude and possibly honest employee does not make the company horrid, and the fact that customer service was working with you should show you as much. I will continue to use the company because they have my support and have always been great.

Again... $0.77? Who is the adult in this situation? Fran most likely, would seem to be the only one. I'm shocked and appauld that you and the employee went on like children. My sincerest apologies to Wal-Mart and Picture Me Portrait Studios for having such an immature and obviously relentless customer.
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#19 UPDATE Employee

Out Of Hand

AUTHOR: Picture Me Market Manager - (U.S.A.)

I believe the employee was way out of line according to your version of the story. I also believe you could have controlled the situation. Calling the customer solution center in front of customers in the employees place of business is just down right tacky. If the employee was not giveing you the service you expected and deserve you could easily have made the call to the customer solution department in private. If you had simply done that the entire situation would not have had a chance to escalate. You saw a firecracker in the associate and for whatever reason (probably wanted your pics for free) decided to add fuel to it........
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#20 Consumer Suggestion

Well...

AUTHOR: Clara - (U.S.A.)

even if she wasn't actually ripped off, this still was a very entertaining read.
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#21 Consumer Suggestion

Well...

AUTHOR: Clara - (U.S.A.)

even if she wasn't actually ripped off, this still was a very entertaining read.
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#22 Consumer Suggestion

Well...

AUTHOR: Clara - (U.S.A.)

even if she wasn't actually ripped off, this still was a very entertaining read.
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#23 Consumer Suggestion

Well...

AUTHOR: Clara - (U.S.A.)

even if she wasn't actually ripped off, this still was a very entertaining read.
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#24 UPDATE Employee

Customers are not ALWAYS right, Nor do they make matters better.

AUTHOR: Lanie - (U.S.A.)

I am employed with Picture Me Portrait Studio in PA. First off, let me correct that in no way should any action of Picture Me reflect upon ANY Wal-Mart, as we are not owned by Wal-Mart. We are a completely outside company who merely leases space from Wal-Mart. I am not saying that Mary handled things accordingly. But ALL this over 77 cents? This is absolutely crazy to me. And I will confirm that we are not authorized to give ANY refund at the stores, unless the product is left with us. Also, our refund policy, even with the portraits being left at the studio is this. We are only entitled to offer a free reshoot, or a half refund. And this is WITH the portraits being in our hands. And the reason for the half refund is that we have taken our time to do the shoot, run through the sales computer, and then the customer chooses whats preferred, so if a shot isnt liked, you had an option to refuse at the date of the sale. I have seen customers who have actually been very nice and understanding over matters worth ALOT more than 77 cents. Also, let me say, since when is one person responsible for the company? I am not in any way agreeing with Marys actions. But it seems to me that you were very well taken care of by the Customer Solutions Department. And I know company policy, and I'm certain Mary was IMMEDIATELY written up and disciplined if not discharged. Please remember, in an interview process, people can appear nice, and professional. But this is NOT always the case. I personally work very very hard to make sure that EACH of my customers is happy and walks away proud to have the pictures they have. Now as a consumer myself, Id like to say this. COME ON!!!!!!!!!! 77 cents???? was it even really worth the time u spent on ur cell phone which cost even more than the 77 cents? Sometimes I cant believe how people will make such a big deal over something so tiny. I am a working mother, with 2 young sons, and yes, every single penny counts. But the 77 cents isnt even worth my time or effort to bother with it. And Id LOVE to know how there is a 77 cent difference between your receipt and the computer. Because there is NO way to go in and change it for a mere 77 cents. The only way to change a customer account would be to add a purchase on, and well, since our lowest product is $10.00, Id love to know how that could even possibly happen. Sometimes, we as humans, just need to let the minor things go, and not create a mountain out of a molehill. Sometimes, we make the problems for ourselves by being entirely over dramatic.
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#25 Consumer Comment

What a flair for the dramatic!

AUTHOR: Tallulah-phoebe - (U.S.A.)

All this over 77 cents!

I especially love how you threw in a threat to Mary ... "you have 5 seconds to give me my pictures back!" Or what? I must wonder.

Oh and I love how you called the customer service number, and then refused to let the rep talk to Mary on your cell phone so as to actually resolve anything. It sounds as if you were enjoying the drama too much to want to end it.

And the security guards were called in! LOL

Not only did you get your 77 cents back, but they issued you a $5 refund as well. So where is the rip off??
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#26 Author of original report

Wow

AUTHOR: Highly Disappointed - (U.S.A.)

Please do not try to judge me on how I decided to handle the situation. Yes, I did advise Mary there was a difference in my receipt and the credit receipt she gave me. I thought it best to call the customer service line while at the store because it should have and could have been handled in a couple of minutes; instead of me returning to the store. No, I will not go to Wal-Mart and/or their portrait studios again. The best advise you gave was to go to professional studio in the future; however I already have made that discussion.
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#27 Consumer Suggestion

?

AUTHOR: Kim - (U.S.A.)

I am wondering why you did not ask. Why there was a difference in the price?
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#28 Consumer Comment

Wow. Just...wow!

AUTHOR: Clint - (U.S.A.)

Ericka,

All this trouble over $0.77! It's hard for me to understand why you would let it get so far out of hand. You had your receipt. You had your pictures. Why didn't you leave the store and call from home or at least out in your car? 77 cents isn't worth all the trouble.

In your post, you say; "At this point, Fran said she would send me the two pictures I was missing, a $5.00 refund check."

So it went from needing a 77 cent refund to receiving $5.00. Sounds to me like you made out like a bandit getting an extra $4.23 (5 1/2 times what you were owed).

I am NOT advocating what "Mary" did to you or how she reacted to your making the phone call in the store. Far from it. She was really wrong in her actions. However, some of the blame lies with you too. At the very first sign of trouble, you should have left the store with your receipt and your pictures and handled the issue at home. Yet you stayed there and allowed the situation to escalate into a huge mess.

I apologize if I sound like I'm a Wal-Mart advocate. I certainly am NOT! I haven't set foot in a Wal-Mart store in several years because I do not like their business practices and how they treat their employees. I just think that customers sometimes cause their own heartaches at retailers most of the time. This is just such an incident.

Next time, pick a professional portrait studio to take your photos. I'm quite sure you'll get much better service. Not to mention better pictures.
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