My family and I went into The Picture People located in Oakridge Mall store # 353 address provided was 1001 Oakridge Mall, San Jose, Ca 95123 on 11-18-07 and were waited on at 1:30pm.
Our pictures were taken and done by 2:00pm. We finally began to view our pictures at 2:20pm.in the middle of looking at our pictures we were informed that the system had to be shut down because they were experiencing some type of problem WE WERE NOT TOLD WHAT and that the system would be brought back up in ten minutes. Slight inconvenience.
The system was turned back on and we finished our selections. We were then told that our pictures would be reading in ten to fifteen minutes. While waiting for our pictures I noticed The Picture People Guarantee on the wall which states that YOU WILL RECEIVE YOUR PICTURES IN MINUTES AND NOT BE PRESSURED TO BY PICTURES YOU DO NOT NEED.
Well first we were pressured into getting a package that we did not want but finally did agree to it. Second we did not receive our pictures for FIVE HOURS.
On our visit we were lied to on several occasions. First we were told at 4:00pm that their system had just crashed and would be another 30minutes before we would get our pictures. Later we found out that the system had crashed at 1:00pm so the store new that there was a problem before we even arrived for our photo shoot.
Second we were lied to every time they informed us it would just be another ten minutes before we received our pictures. Again we were there for over five hours. When we finally reached the point of our frustration we asked to speak to a manager as now at this point we were beyond mad. This was around 5:00pm. She her name being Edith informed us she was the manager and began ringing up our order as of yet this had not even been done. This took Edith 30 minutes alone.
At this point I asked her what she was going to do about the fact that she had a Picture Promise Up on the wall that stated that we would receive our pictures in minutes. Edith stated all she could do was provide us a free sheet. I explained that was not good enough. We did not but a PROMISE GUARENTEE up on the wall THEY DID. She made no attempt to contact anyone else to verify if anything else could be done.
At 6:00pm we were finally given the last portrait that we ordered which was a family wall collage. It was not even the one we had selected. I will admit at this point I was beyond mad. I took the picture back to the counter walked right up to Edith and said "FIVE HOURS WRONG PICTURE FIX IT NOW". Edith took the picture from me and walked to an order booth. Two other ladies who worked in the store at this time were standing at the register and began talking about me. I asked them if they were going to speak about me please have it be loud enough so that I can inform the BBB just exactly what they are saying. They at that time with smug looks on their faces informed me they were the manager's.
At this point I said well Edith informed me she was. She stated that all three of them were. I said that this was ridicules and stated at this point we should have our pictures for free and again brought up the guarantee on the wall informing them that no where on the wall did is say unless our systems go down you will get your pictures in minutes. They stated that they would call their district manager.
I at this point was extremely mad and beyond speaking with anyone further and left the store leaving my husband and mother to finish the conversation. When my mother Linda Leeper who the appointment was made under came out I was informed that they were given a 50% discount. I will admit I did not accept this and do not feel that it was sufficient after all the lies we had been told while in their store.
My mother still paid over $250.00 for what I will refer to as the worst service I have ever received. Smug faces on the employees, rude service and continually being lied to. AGAIN THEIR STORE HAS A PROMISE OF PICTURES IN MINUTES UP ON THE WALL and it doesnt state should our systems go down we will have your pictures to you in minutes. Also after going through the pictures and the receipts we were overcharged in the beginning and after the SO CALLED 50% OFF.
This is a response i received:
In response to Ms. Borge's complaint, I spoke to Edith about the experience. The studio was having ongoing IT issues. Each time IT gave the studio the green light to continue working, and after a few minutes the studio found additional computer problems. Each time the customer was made aware of the problem and the fact it was still not resolved. She was not lied to; the system had crashed at 1:00, had been repaired, and crashed again several times.
Regarding the Promise on our wall, it is our goal to provide exceptional customer service, but on this date there were computer issues that each customer was aware of, and that were beyond the control of the studio personnel. Yes, our signage states prints in minutes, but this customer knew the studio was experiencing technical issues. The studio management did the best they could based on the situation.
While each of our studios has a management team of 4 - 5 members, there is one studio manager and managers on duty. MOD's introduce themselves as manager on duty; this is not a lie.
The studio management team also did as instructed by following up with a DM regarding the customer's experience and the customer was offered 50% off of her entire order except for an outlab keychain—and she received the full 50% discount as an apology for the wait time. The customer did accept and receive this discount.
It is always our priority to provide exceptional customer service and in this instance, in spite of the issues addressed, the management team did the best they could and offered more than $200.00 off of the customer's total purchase to compensate for the customer's wait time and experience
My rebuttal:
First off no one even bothered to contact me to discuss this issue which tells me their level of customer service meets the stores. Second we were never informed that a computer problem was an issue until after being lied to on several occasions this was at 4:00 we arrived at 1:30 with no mention of any problems NEVER BEFORE. If the managers said they did they are Lying.
Second we did not receive half off because our original total was 350.00 which later after looking at the receipt we had been over charged and after the SO CALLED DISCOUNT we still paid 250.00 now how exactly is that 50% off.
Third we didn't even get the correct pictures. Two of the pictures had been doubled not giving us our correct pictures.
Fourth we were given the wrong pictures for the collage and this was corrected because of us NOT THE STORE. The managers continued to lie to the customers several of the customers in there were getting irritated with the level of service and the continually being lied to. AND as of yet I have not received our key chain orders... EDITH displayed terrible customer service as well as the business. The sign on the wall does not say NULL IF THE SYSTEMS HAVE AN ISSUE... I DESERVE THE RESPECT OF A PHONE CALL.
Now i have written to the ceo as well and have yet to get the courtesy of a return call or any satisfaction to my issue... We also finally got the keychains that were ordered and the heads were cut into and we never got emailed with our pictures for online like we were informed.
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