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Sears Portraits charged our credit card but never sent the photos we ordered, customer service says to keep waiting, then told us we waited to long to let them know there was a problem. They said they will refund the money, but haven't done so.
We were told that the Sears Portrait Studio no longer had access to our prints, so we were instructed to go online to searsphotos.com to order reprints. We did so on April 4, 2006, paying by credit card. We got our order confirmation and were told to wait 7-21 days for our prints to arrive.
After waiting a month and a half, we called customer service to ask about the status of our order. They said to continue waiting.
After two and a half months we called again and followed that up with a customer service form on the website. We were told that they didn't have access to our records on the phone, and no reponse was ever received from the website.
Today, on July 20, 2006 we called again and were told that they did not have access to our photos and to go to the studio to get more prints. They said that they would refund our money.
Customer service has been inconsiderate and unapologetic for making us wait so long and then not fulfilling our order and I would advise anyone who is considering getting their family portraits taken to consider our experience when deciding who should take their photos.
Sears Order number 41ssss
Sean and Jaime
Winter Springs, FL 32708
Tampa, FL 33617
They're not being inconsiderate if they actually apologized for the inconvenience and refunded your purchase. For any service out there, companies set policies that have to be followed. I'm positive that each person that helped you did what all they could for you. And the point of policies is to protect the company as well as the customer. It's not bad customer service to offer a refund... it's ridiculous when the customer expects to get a mountain of free stuff for simple errors or circumstances out of company employees' control. Seriously, you're going to get the same from any portrait studio.
I just heard today from Searsphotos.com that after receiving damaged photos, sending 2 emails that they never responded to, and 4 phone calls where they NEVER said sorry and always promised me the replacement photos are on the way, that because it's been over 90 days my photos have proofs have been erased. So I will never get the photos of my husband and our new son. There was no apology this time either. They did, however, say they would send me my money back. Gee, thanks for not charging me for nothing. These people are crooks. I can't believe that Sears attaches their name to this sham of a company. I am not only angry at the way I've been treated, I am heartbroken because of the photos I can never get replaced of my baby. I hate these people and will never, ever order from them again.