"Great photographer but poor customer service"

A review of Imagethirst Ltd by CC written on Sunday 5th of June 2011

I am in two minds about this company. It started out well with my booking for the photoshoot and the viewing session. They were helpful on the phone and polite. I booked this 3 weeks in advance, but the day before the photoshoot, I was informed that they have now "changed their policy" and I won't be able to do the viewing on the same day as the photoshoot. I wondered why they couldn't have informed me earlier, as I am sure they didn't just change the policy the day before I was due for my appointment, and I was upset as it now meant that my dad who came all the way from Australia was not able to attend the viewing. Nothing I could do about it, I rearranged the viewing for 2 months later, as that was the only slot available there I was free again (They had a very inflexible policy of viewing only on Sunday and Monday, and as most people work full time, it really meant Sunday was the only available time, which of course everyone had booked out).

The day of the photo session went well, the photographer was very friendly, and we enjoyed the session a lot. It's just too bad I still haven't gotten to view the photos, as on the day of the viewing, my family of 3, including one baby, showed up at the studio at the booked time (I had called at 2pm the day before to confirm), only to find out that there was an emergency and that the person doing the viewing had gone to hospital, and they had no one else who could do it. Normally that would be ok, as I understand things do happen, however, after going to so much trouble to schedule this viewing, plus the fact that I was already stuffed around the first time, I found it hard to sympathise. Even if there was an emergency the night before, they could at least have had the courtesy to call me so I did not have to make the special trip to go to the studio. There was a lot of time between the night before and my viewing that day to call, it wasn't like the emergency just happened. The person who greeted me said that she "did not work for the company", so there was no point complaining to her, it wasn't her fault, and just brushed me off. So not only did we get stood up with the company not bothering to call to cancel an appointment, they also couldn't be bothered to send someone "from the company" to handle the situation.

I am still keen to see the photos, but after such poor customer service, I am inclined to give up. Who knows when I would actually be able to see the results.

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