We spent FIVE hours at your studio yesterday! FIVE HOURS! That is ridiculous!
I made an appointment at my local PP (Hamilton Mall, NJ) a week ago (11/12) for my family holiday pictures to be taken on Nov 20th at 10:50 AM with Colleen (wonderful photographer, she always does a fabulous job). When we arrived at 10:30 it was a ZOO in the studio, people were standing everywhere. We were not taken for our pictures until an hour after our appointment (this is unacceptable). My 3 y/o son was not happy, he was hungry and pretty miserable. Not to mention my husband, mother-in-law, and myself were miserable as well. I felt horribly rushed (not from the photographer but from all the people waiting). We didn't get all the pictures taken we wanted (again because we felt rushed be/c of all the folks waiting).
After our pictures were taken we were told to come back to view them instead of the 5 minute wait we normally have to view pictures. When we came back to view the pictures the place had even more people standing around. Several of the associates were obviously overwhelmed and didn't know what to do. We finally got to view our pictures. I was disappointed that there weren't more of the whole family to choose from (2 pictures). I should be able to see ALL of the pictures that were taken. Not a select (15 - 25) pictures that someone else decides would be a good picture. They don't know what I am going to like or dislike. My mother-in-law and myself did enjoy picking out pictures of which we purchased the $300 holiday package.
Then we were told to come back in 15 minutes to pick up all the prints, postcards, and CD. So we went to see Santa and 15 minutes later we were back. Again the place is packed, associates are beyond overwhelmed, so hot everyone was red face, and you could barely get to the front desk. FINALLY, I got to talk to someone who said "just a few more minutes". By the time I was told "just a few more minutes" another 10 times and several people raising their voices and storming out I was told that the printer was jammed. A while later I was told that my pictures were printing.
Over and over I was told my pictures were printing, or there was a problem with the printer, or "just 10 more minutes". Finally I said I am tired of waiting, I have been here almost 5 hours. I started timing each associate who told me a time frame, and at 3:38 PM I was given all of my pictures.
I understand that a jammed printer or an issue with lines printing over the images is out of the associate's control and I have no problem with that. HOWEVER, what I don't understand is this:
(1) WHY, WHY, WHY were so many people booked at the same time. Or were walk-ins taken when people had appointments? walk-ins should have been given appointments to come back later or another day. Regardless of the reason, this is unacceptable! I made my appointment and it should have been kept. Waiting an hour is unacceptable.
(2) If the printer jammed why wasn't I told immediately since that is what I was waiting for.
(3) Why didn't someone offer to mail me my pictures?
(4) Why didn't someone offer to have me come back the next day or later that day to pick up the pictures? They could have called me when my pictures printed.
I have been going to the same PP studio for 3 years. And your quality of pictures is ALWAYS top notch! The prices are getting better, coupons are good, but seem to be scarce these days. BUT the CUSTOMER SERVICE is hit or miss. Common courtesy is what most people want. Don't make me wait five hours for something that should have taken an hour, 90 minutes tops!
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