Silversand photography contacted me to take my son's 3 month picture, saying that it was part of the newborn package we purchased from the hospital, to get a free 8x10 at 3mos, 6mos, 9mos, and 12mos. I readily invited them to my home to take the photos.
5 weeks later, I have not heard from them, so I give them a call to see what's up. They were surprised that I had not yet viewed my pictures. They gave the explanation that there was a change in management or something like that, so there was a mixup, someone would contact me soon. Sure enough they contacted me and set up the appointment to show the pictures.
I had a very friendly sales person come into my house, and show the pictures that were taken. I was somewhat disappointed that all of the packages only had 5x7s and 8x10's, with few wallets. Anything extra such as wallets were very costly. So I ordered a package costing $200.00. I was sick at how much I was having to spend, especially after having waited 5 weeks for an appointment, but this is my child, I really wanted his 3 month pictures. The sales person assured me that I could post date my payments for the package, and I would receive my portraits within 3 weeks.
After she left, I started thinking 3 weeks was a long time to wait after having already waited 5 weeks to see the pictures, so I did not want to spend $200.00 for this big package, seeing how my son would be nearly 6 months old and time to take more pictures. I called the salesperson, and left a lengthy message on her voicemail, asking her to contact me regarding how to change the order. I never heard a word back from her.
So I contacted customer service (that's a joke) and asked how to go about changing the order. They said to send in the cancellation notice within 3 business days of the order, with a letter asking to be contacted as to how to change the order. 3 weeks after sending this letter, I have yet to hear, so I contacted them again.
I was told the cancellation had not been received, but not to worry, as long as it was postmarked, it would be honored. A week later, I called back, the guy this time proceeded to tell met the same thing. I said I would not accept that answer this time. I said if the cancellation hasn't been received, then I should have portraits in hand, as the salesperson promised 3 weeks. The guy proceeded to tell me that was 3 weeks after the final payment had cleared, which was not until a month later. So basically after they had my money, then they might send my pictures.
The guy put me on hold for a very long time, came back and said he had spoke to accounting, they had received my notice, and were cancelling the order. I asked what about the letter that was with it to change the order? I got put on hold again. He said he would call me later to discuss the pictures, and find out which ones I would like to order.
At this point I don't really expect a call back, I am very untrusting of this company by now. I am now caught in a dilemma, as I don't want to send any money to these people, but at the same time, I can't turn back time and get professional portraits of my son at 3 months old. I asked for a copy of the proofs, to which I was told I would be fined $100,000 if I tried to copy them.
I feel absolutely horrible for having let someone in my home to treat me like this. I feel even more cheated by the hospital who let these people into my hospital room when my son was born to do nothing but scam. This is the most disgusting show of customer service I have ever seen in my life. What's worse is that this isn't just a simple service like fast food, these are precious memories that they are dealing with.
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