To Wal-Mart Canal Winchester 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 in Canal Winchester, Ohio. I have worked in customer service for some years now, so I expect the up most service when I am on the receiving end. The behavior of the Picture Me representative, Samantha, was rude, unhelpful, uninformative, and absolutely unacceptable. I am very upset and after some time I am still unable to forget this experience.
I attempted to call the customer service number though I was on hold waiting for a representative for over a half and hour. Due to my work schedule this solution seemed better suited for me. Although, I am still very dissatisfied and I expect a resolution to follow.
My boyfriend and I wanted to get a Christmas picture taken. His aunt also wanted to get a group picture including my boyfriend with her children. So we decided it would be better suited for us to do it all the same time. We called and made the appointment. When we placed the appointment we made not only one, but we scheduled two appointments. Nothing was said to us at the time, when clearly we all knew each other.
On December 2, 2007 we arrived for our scheduled appointments, your representative, Samantha, told my boyfriends aunt, Kathy to pick their background. Then a few moments later she asked me to the same. I couldn't choose so I just walked back to the portrait room with them. Samantha posed my boyfriend and her children. After a few pictures she said "Is this going to be the promo picture". We said "Yes!" we liked it, at the time we knew nothing was to come from this decision. A few more pictures were taken of them and Samantha asks out of nowhere as if she were shocked I hadn't been in the room the whole time and she didn't see us all walk in together. "Are you and him taking pictures next?" I replied "Yes!" Not understanding the purpose of her question. She said "Hold on a minute" and walks out of the room. She quickly returns "I can't take your pictures next." I again, confused replied "Why?" she responds with "Corporate only allows us one promo picture per group". From this point on everything that she said she added "Corporate says so" which I thought was highly unprofessional. It was also highly un-informative that she was not upfront with this information. I still do not understand why she waited until she locked in our promo picture to let us know it was one picture per group. She then convinced us it would be cheaper to take pictures in his aunt package. Unsatisfied, but with no other options we do so. I was very angry by this time and I feel that we were very misled. Your representative should have let us know all the catches to the fine print. We were all unaware of this in the beginning.
After some time past, Samantha called us to the back to look at the prints. We started looking at them and I then realized how expensive it was going to be to get my prints I need, the prints I would have received in my promo package. I looked at his aunt waiting for her to decide. She noted I only need one ten by eight. We tried every option we could think of because, I obliviously needed more pictures. Of course we couldn't change the promo picture to my boyfriend and mines picture because "Corporate say so". Infact, Samantha kept replying corporate will not allow me to, as if she were the victim. His aunt ended up cutting the promo picture because she did not need those pictures. We ended up getting a combine package spending of 79.99 plus tax. This could have been avoided, and was extremely unnecessary.
What I am still confused about today is, your representative Samantha, took our appointments together, saw us walk in together, saw my boyfriend in there pictures, knew we were next, and asked me to pick out a background for our pictures next. Yet never spoke one word about any regulations until after the promo picture was locked in.
I find this kind of uninformative service very distasteful and I hope you don't encourage this behavior. I understand the regulations, what I don't understand is not having Samantha trained enough to explain to your customers the regulations before taking pictures. If she had it wouldn't have been a problem at all. I would be happy because my boyfriend and I would have taken the promo picture had a package we needed and his aunt could have bought one eight by ten she needed. Though we were uninformed!
This brings me to another point I work in commission, I sure hope Samantha did not receive commission off of selling us this package because how many other customers has she been tricking. This can not go on she needs the proper training; your representatives represent your company. She did a very poor job and I will never use this portrait studio again nor will I indorse other people to do so. I work in customer service and I would have never treated a customer as if she had that day. She never offered any assistance to us and she only replied a hundred times "Corporate says so". I don't know if you Condon this level of service but it was totally unprofessional.
Sincerely your unsatisfied customer,
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