I have been to this studio 2-3 times a year for the past 4 years, but this last experience was the worst by far. I booked my appointment online but I called the studio direct to make sure they did not double book because the last 2 sessions I booked online were double & triple booked which led to a very long wait & 2 cranky kids by the time they got to me... So this time I though I'd be proactive.
The girl I spoke to said no one else was booked at the same time as me, but there was a booking 30 minutes after me which was fine.
I arrived, the photographer took me right in & began, I guess the session was about to go over the 30 minutes because the photographer kept looking at her watch giving me the countdown to her next appointment, which I thought was sort of rude especially since the last few appointments I had, no one minded keeping me waiting past my appointment time but, whatever I didn't complain. A few minutes later she left to get to her next appointment & 2 teenagers came in 1 guy & 1 girl. They completed my session & told me to have a seat in the waiting room so they could get my pictures ready to view. After 45 minutes of sitting there, we finally viewed the pictures... & I picked out a small package but this girl didn't know how to apply the coupon (a common issue, I am seeing on other SPS complaints here) so she went in to ask the original photographer who told her to have me come back in 30 minutes.
I came back & as soon as she saw me coming she rolled her eyes & left me standing there. (meanwhile the 2 teenagers where sitting there looking at pictures that they took of each other) so I very politely asked if I should come back again? & that's when it all went downhill. She slammed her papers down & marched over to the computer... She didn't say if I should come too, so I was just standing there. She yelled "you need to verify if this is what you want!" I walked over & said, this was the whole reason I called ahead to verify that you wouldn't be overbooked & she rudely said "YES & I TOLD you I had another appointment coming in!" she showed me the pose I wanted but it was no longer cropped like I wanted it & she said "you have to PAY for that! You don't get that free! It's an enhancement!" I just said ok just give me the picture as it is so I can get out of here... She rang it up, flung my receipt at me & walked away, didn't say when I could pick them up or anything. There was even another family behind me that were shocked by how she was acting..
The next day I called customer service, I spoke to Jennyce Lyons who said she was with corporate. I told her my whole story & she went as far as to call the store & speak to the photographer who did this... She of course, lied & said I was freaking out on her about paying for an enahncement??? Jennyce actually told me that she didn't think that sounded right because in the 4 years I have been going there I always purchased enahncements & spent a lot of money. So, she said she wanted to forward the information on & have someone get back to me to rectify the issue immediately. She said normally cororate would just send me a coupon for some free pictures for my next visit but she wanted to see if they would do something for me now. 2 weeks go by & nothing so I emailed jennyce & told her no one got back to me & she said "IF AND WHEN I hear back I will let you know" I responded & said, now they may not respond at all? & she hasn't responded..
I also left several messages for the district manager Jeanne Catalano who won't return my calls. It's been 1 month today.
I can't believe these people can't even apologize? What a terrible terrible excuse for customer service. Stay away from sears portrait studio!
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