We paid upfront for wedding photos, they came. When the photos were posted on the site we realized all grandparents, aunts, etc and others were missing. We contacted them about the issue, they said they would look for them. Then we left messages about when we'd get our photos, and about the lost images for 6 months after the wedding without a returned call.
It has now been 9 months after my wedding. The credit card company won't give a refund because they DID take some photos. We finally received a call back 6 months after the wedding after we filed with the credit card company. My husband's grandmother has since passed away while we sit and wait for any photos.
We've tried to work this out, however the photographer's only suggested solution was to "upgrade" us to a photo album that we didn't like, and without pictures of all of the family we're not sure we want any photo album from them at this point, we'd rather get a refund and forget we ever heard their name. We're tired of leaving unreturned messages and being ignored as if they didn't have all of our money for the past 9 months.
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