Has Anyone Ever Filed a Complaint Against A Portrait Studio?

[HANNAH ROSE]

Two months ago we got DS's pictures taken by Olan Mills. We weren't too satisfied with the overall experience and I personally didn't like the pictures (I can do a better job myself) but DH wanted them so we ordered a sizable photo package that included two framed items.

When they were delivered we discovered that not only are the frames black when we thought they'd be white but the "matte" isn't even a matte. The pictures are printed on a board that LOOKS like they're matted. And the "matte" isn't even white, it's marble.

So, the representative apparently called her manager to see if they could order white frames and DH just got the message that they cannot do it.

Now we're stuck with pictures that do not match our decor and aren't the qualitythat we thought they were going to be.

I checked the BBB and there have been numerous complaints against the company for various things that were resolved so my feeling is that we should ask for a refund on the framed items and keep the loose pictures and cd. Ultimately we did not get what we thought we were getting.

Has anyone had any experience with such a complaint and how did it turn out?

[bchand]

I would definitely go further. Do you have an order requesting the color frame you wanted?

I don't have experience with them "after the fact" but my kids were going to surprise me with a portrait of themselves together.

The day before they were to go have it taken, Olan Mills called ME to confirm their appt.

The kids were so disappointed, they cancelled their appt with them.

[Mandysmom]

I did. I'm set for life now. I can't give out any specifics because of my confidentiality agreement though.

:laugh:

[warhorse46]

Olan Mills has been around for many years & IMO has been a scam from the start. I have heard very few good reports about them.

[Mandysmom]

Olan Mills has been around for many years & IMO has been a scam from the start. I have heard very few good reports about them.

Wow that is not true. I had all of my children's portraits taken there from the age of 6 weeks until the teen years.

I bought the Watch Me Grow package, bought all of the Old Master's portraits of my kids which look like oil paintings.

They are simply gorgeous and look as good today as they did over 25 years ago.

I would never trust my beautiful kid's pics to anybody else.

:smile:

[warhorse46]

Wow that is not true. I had all of my children's portraits taken there from the age of 6 weeks until the teen years.

I bought the Watch Me Grow package, bought all of the Old Master's portraits of my kids which look like oil paintings.

They are simply gorgeous and look as good today as they did over 25 years ago.

I would never trust my beautiful kid's pics to anybody else.

:smile:

Glad you had a good experience with the company, you are one of very few I have heard that did.

[Shells2]

Wow that is not true. I had all of my children's portraits taken there from the age of 6 weeks until the teen years.

I bought the Watch Me Grow package, bought all of the Old Master's portraits of my kids which look like oil paintings.

They are simply gorgeous and look as good today as they did over 25 years ago.

I would never trust my beautiful kid's pics to anybody else.

:smile:


i did a quick search on this, and the reviews are pretty impressive, considering people are more likely to write a complaint than a compliment.

Some people are just never satisfied and you can't do anything about it...

[HANNAH ROSE]

Same here and 25 years later those pictures look as good now as the day we got them. We also took advantage of offers from Sears and JC Penny which all now look faded and ugly. You get what you pay for that is for sure. Olan Mills was the place to go for your children's pictures.

As far as not being happy with what the OP got if it's not what was ordered and it's in writing keep after them. I can't imagine my husband being involved in this. I would have been able to handle it myself.


What I meant was that DH wasn't 100% happy with the pictures either but felt that it was our little one's first photo session and he wanted to keep them regardless. Now that they're in and half of the order isn't what we thought we were getting, he agrees with me to try to get a partial refund.

The photographer wasn't very good. The baby was, well, a baby. It took him a little while to get comfortable. She only allowed us a half an hour to try to get all of the shots in and scheduled another family who was waiting outside. Then we got to see the pictures, briefly, again while the other appointment was waiting, and had to pick out the "best ones" and choose packages out of them. I just felt rushed and personally was ready to just leave without ordering anything.

DH now agrees that I take better pictures so I'm going to buy my own props and get to work!

[Mandysmom]

Glad you had a good experience with the company, you are one of very few I have heard that did.
I honestly don't understand that you haven't heard very many good reviews of them.

Their packages are reasonably priced, they do great with kids and the service was always good.

If you have never seen any of their portraits in the Old Master's series, you really should. They are just like oil paintings, with brush strokes and all.

I had the large ones of mine framed at a local frame shop and they don't fade with age either.

What was your bad experience with them? Was it the quality of work or just their marketing practices?

[debbadoo]

First off, Deerpark....that last comment was nothing short of snarky. Perhaps Hannah and her husband communicate and therefore he is involved in all aspects of their son's life. I am quite sure that Hannah can "handle" things without her husband.

As for the photos, Hannah, I would ask for my money back for the photos you are not happy with. You should not have to pay for sub par photos, just to be nice. If there are some of the other photos that you really love, go and buy a couple of nice frames, and and mattes for them and just frame them yourself. Good luck with getting your $ back!

[Mandysmom]

Same here and 25 years later those pictures look as good now as the day we got them. We also took advantage of offers from Sears and JC Penny which all now look faded and ugly. You get what you pay for that is for sure. Olan Mills was the place to go for your children's pictures.

As far as not being happy with what the OP got if it's not what was ordered and it's in writing keep after them. I can't imagine my husband being involved in this. I would have been able to handle it myself.

I had some of my niece from a local photography studio and Sears and they both are faded and make me want to cry when I look at them.

I remember when my son was getting his picture done at Olan Mills and he was around 6 months old. The poor photographer had to try and elicit a smile and it was just impossible. lol

Finally, they actually put me on the table, covered me with the carpet like stuff and sat him on top. :laugh:

He never smiled, but had little tears coming out of his eyes and just at the time that he was trying to really turn on the waterworks, the guy snapped the picture.

It is the most precious thing. I think it's one of my very favorites, it still makes me tear up everytime I look at it.

[debbadoo]

I do believe Hannah explained things herself and I understand what she meant now.

Good, glad you understand now. :smile:

[warhorse46]

I honestly don't understand that you haven't heard very many good reviews of them.

Their packages are reasonably priced, they do great with kids and the service was always good.

If you have never seen any of their portraits in the Old Master's series, you really should. They are just like oil paintings, with brush strokes and all.

I had the large ones of mine framed at a local frame shop and they don't fade with age either.

What was your bad experience with them? Was it the quality of work or just their marketing practices?

Google Olan Mills complaints.
I never said I had had a bad experience, you are trying to put words into my posts that are not there.
Olan Mills has gone bankrupt twice, the last time just last year.

[Mandysmom]

What I meant was that DH wasn't 100% happy with the pictures either but felt that it was our little one's first photo session and he wanted to keep them regardless. Now that they're in and half of the order isn't what we thought we were getting, he agrees with me to try to get a partial refund.

The photographer wasn't very good. The baby was, well, a baby. It took him a little while to get comfortable. She only allowed us a half an hour to try to get all of the shots in and scheduled another family who was waiting outside. Then we got to see the pictures, briefly, again while the other appointment was waiting, and had to pick out the "best ones" and choose packages out of them. I just felt rushed and personally was ready to just leave without ordering anything.

DH now agrees that I take better pictures so I'm going to buy my own props and get to work!
I'm sorry you had a bad experience. It happens some times. Babies are unpredictable and they are not going to be perfect, ever.

If you do have portraits done again, just refuse to let them rush you when you are choosing which ones you want. It is your money after all, and you should be able to take a reasonable amount of time to choose which shots you want.

I know it's hard to choose when it comes to your baby, I wanted them all. lol Just keep in mind that they do have to keep things running along as in any business and can't take as much time as we sometimes wish.

:smile:

[Mandysmom]

Google Olan Mills complaints.
I never said I had had a bad experience, you are trying to put words into my posts that are not there.
Olan Mills has gone bankrupt twice, the last time just last year.
You know, I was simply asking you a question. I was not trying to put words anywhere in your posts.

Good grief, if I quit doing business with everyone who had bankrupted, I would sit home all day.

I guess I just answered my own question. :rolleyes:

[warhorse46]

I get that you're trying to tell the OP she should have known better.


No, not @ all. I think she should ask for her money back since neither she nor her husband are satisfied with the photos. Like all companies there are satisfied & dissatisfied customers of Olan Mills. She happens to be a dissatisfied one @ this point.

[Mandysmom]

i did a quick search on this, and the reviews are pretty impressive, considering people are more likely to write a complaint than a compliment.

Some people are just never satisfied and you can't do anything about it...

:laugh:You're right. Most people who are happy with the work rarely take the time to give their reviews.

Good to see you btw. :smile:

[Katt2]

Google Olan Mills complaints.
I never said I had had a bad experience, you are trying to put words into my posts that are not there.
Olan Mills has gone bankrupt twice, the last time just last year.

I wouldn't think bankruptcy that occurred last year would be indicative of a bad company. In this economic arena most folks don't have money to spend on photographers and those type businesses are bound to fall victim to the economy.

[HANNAH ROSE]

What if.... their paperwork says "No Refunds"?

[HANNAH ROSE]

i did a quick search on this, and the reviews are pretty impressive, considering people are more likely to write a complaint than a compliment.

Some people are just never satisfied and you can't do anything about it...

Are you inferring that I'm never satisfied?:confused:

[Mandysmom]

What if.... their paperwork says "No Refunds"?

That just means that you can probably have another portrait taken if you are not satisfied.

I would take them up on that if it is the case, get the pictures I wanted and make sure that they were the ones I ordered.

Talk to them and try to negotiate a solution.

:smile:

[Shells2]

Google Olan Mills complaints.
I never said I had had a bad experience, you are trying to put words into my posts that are not there.
Olan Mills has gone bankrupt twice, the last time just last year.

If you google Olan Mills "complaints" how are you supposed to get a balanced view?

Why not Google Olan Mills ( or any company you are looking into) "reviews" to make a more informed decision.

And filing bankruptcy in the last year, is not a marker of anything substantial in the economic state we are in.

[Shells2]

Are you inferring that I'm never satisfied?:confused:

not at all

[flareon]

Olan Mills has been around for many years & IMO has been a scam from the start. I have heard very few good reports about them.

I agree. In my state, they have been served with cease and desist orders, they have been the target of many news department stings, etc.

The complaints vary from the quality to their bait and switch tactics.

[flareon]

Two months ago we got DS's pictures taken by Olan Mills. We weren't too satisfied with the overall experience and I personally didn't like the pictures (I can do a better job myself) but DH wanted them so we ordered a sizable photo package that included two framed items.

When they were delivered we discovered that not only are the frames black when we thought they'd be white but the "matte" isn't even a matte. The pictures are printed on a board that LOOKS like they're matted. And the "matte" isn't even white, it's marble.

So, the representative apparently called her manager to see if they could order white frames and DH just got the message that they cannot do it.

Now we're stuck with pictures that do not match our decor and aren't the qualitythat we thought they were going to be.

I checked the BBB and there have been numerous complaints against the company for various things that were resolved so my feeling is that we should ask for a refund on the framed items and keep the loose pictures and cd. Ultimately we did not get what we thought we were getting.

Has anyone had any experience with such a complaint and how did it turn out?

I am so sorry this happened to you. I know how important it is to capture the moments in your little one's life. It's a shame you didn't get satisfaction.

It probably is best to do it yourself.

[cookiedog]

In this economic climate, bankruptcy indicates nothing.

I have had wonderful shots taken of my kids through the years at Olan Mills.

My last job, we had to have shots taken to be used in marketing materials. My Fortune 500 company had a contract nationwide with Olan Mills to take the shots. My photo is the very best picture I have ever seen of me.

I have always been pleased with their work.

[Patriot]

(snip)
When they were delivered we discovered that not only are the frames black when we thought they'd be white but the "matte" isn't even a matte. The pictures are printed on a board that LOOKS like they're matted. And the "matte" isn't even white, it's marble.




Hannah, I think you are confusing "matte" with "mat". Matte is the finish you choose for the portraits - the opposite of glossy, a duller finish. Similar to flat paint as opposed to satin or glossy paint.

Mat is the board that surrounds your portraits in the frame. I just wanted to mention it because if you are complaining about the wrong thing, they would dismiss your complaint, looking at the other thing and thinking it's fine.

I've raised four kids and my personal choice and recommendation is a professional photographer, rather than the fast food type places. (I've used both) It's more expensive, but you can just order less but have 100% better quality. You are so right that you can do just as good a job as Olan Mills or the other places. It's better to have 2 or 3 quality heirloom portraits than a dozen so-so pictures. JMO though. From someone who is on Volume 16 of the family album and cherishes my photographs, lol. Good luck and I hope you get satisfaction.

[warhorse46]

What if.... their paperwork says "No Refunds"?

If it says that then I think you are not going to get a refund. They may offer another sitting & set of photos tho.

[Spyder88]

I did. I'm set for life now. I can't give out any specifics because of my confidentiality agreement though.

:laugh:

:lol: :lol:

Now, I don't care who y'are, that there's funny! LOLOLOLOL

[Clara Harris]

The lesson to be learned is to call the BBB before, not after.


Doesn't a business have to pay to be a member of the BBB?

[Clara Harris]

They do. IMO, their stamp of approval is useless, but that's just my feeling on the subject.

moo


Exactly.

One can google olan mills complaints or strawbridge studios compliments for free and get the information they want to hear jmo.

I can't say how unverified information could possibly lead to the results one was expecting.

I was expecting my diamond studs and mercedes benz to make me look like a supermodel. Instead I was framed! in amugshot and an ugly orange jumpsuit. My early parole decor notwithstanding. :biggrin:

[BorderCollieMom]

Olan Mills has been around for many years & IMO has been a scam from the start. I have heard very few good reports about them.

I'll stamp that ! I dont see how OM has ever been able to stay "in business". I can recall my mother griping about them when I was a kid.

[HANNAH ROSE]

We tried to print some images off of the cd that we bought and the disk is blank!:cursing:

I'm going to the "studio" and I'm going to ask for a refund on the framed pictures based on the facts that we were never told that the frames would be black, the matte's aren't true matte's and the matte's aren't white they're marble.

They likely won't give a refund and it's too late to challenge the charges. The most I can hope for is a credit. Credit for future pictures that we don't even want them to take. Ugh.

[Mandysmom]

We tried to print some images off of the cd that we bought and the disk is blank!:cursing:

I'm going to the "studio" and I'm going to ask for a refund on the framed pictures based on the facts that we were never told that the frames would be black, the matte's aren't true matte's and the matte's aren't white they're marble.

They likely won't give a refund and it's too late to challenge the charges. The most I can hope for is a credit. Credit for future pictures that we don't even want them to take. Ugh.

Hannah, if they offer you a credit, accept it and make sure that it is good for any Olan Mills studio, which I'm sure it probably is.

Wait until you want another portrait of your baby and go to a different studio and ask questions about the time frame allotted for your appt.

I wish you the best and I hope you end up as pleased with your portrait as I am of all of mine 26 years later.

:smile:

[Bottrell]

We tried to print some images off of the cd that we bought and the disk is blank!:cursing:

I'm going to the "studio" and I'm going to ask for a refund on the framed pictures based on the facts that we were never told that the frames would be black, the matte's aren't true matte's and the matte's aren't white they're marble.

They likely won't give a refund and it's too late to challenge the charges. The most I can hope for is a credit. Credit for future pictures that we don't even want them to take. Ugh.

Wow.. I have never had a problem with them and I am going out on a limb here and "assuming" you bought the Treasures framed portrait. It clearly states on their website that it is a digital matte they only show black frames and only have the choice of white marble or charcoal on the digital mattes. So maybe you "thought" incorrectly and they delivered what they said they would.

http://www.olanmills.com/products/treasures.asp

[Mandysmom]

Wow.. I have never had a problem with them and I am going out on a limb here and "assuming" you bought the Treasures framed portrait. It clearly states on their website that it is a digital matte they only show black frames and only have the choice of white marble or charcoal on the digital mattes. So maybe you "thought" incorrectly and they delivered what they said they would.

http://www.olanmills.com/products/treasures.aspThanks for that link.

I was looking for the Old Masters finish and finally found just a bit on it. That's what I bought (it does cost a bit more) but it was so worth it.

They mount the portrait on canvas and it is done just like an oil painting. Gorgeous to this day!

:thumbup:

[Citygirl]

I am a real Olin Mills fan..I have so many pictures of my family at different stages..they all turned out beautiful and I love the quality work they produce.
I have a trio of pictures hangin in my hallway..
1..me and daughter and mother when daughter was in 9th grade..
2..me and daughter and mother when daughter graduated from collage..
3..me and daughter and mother about 3 months before my mom died from lung cancer..
I treasure these of the 3 generations of us together, so much I can't tell ya and daughter will get them when I die, to pass to her daughter.

..also of my three children over the years starting when they were only weeks old..they are still so nice..colors perfect..they look like they were taken yesterday.

I have some that I had taken at Sears, years ago, when I was a decorator for them..the colors are fading..especially the blues..the paper is not as thick as the Olin Mills ones..just not as good quality by any means.

I have known many people over the years that used Olin Mills and have never heard one bad word about their quality..

Have you called about your "blank"? I'm sure they will help if you have problems..use a little honey in your voice..it works wonders.

[HANNAH ROSE]

Ok, you're right, mat, not matte.

The sales girl kept saying "... white, marble, or black?" Regardng
the frames, no we never ASKED if they were white she would refer to
"white" but never said "By the way, the frames are black" after
us discussing with her that we're replacing all of our
pictures with WHITE frames. Obviously a miscommunication.

If they offer a credit I'll certainly take it. I hate being out $200 for
those framed pieces.

We did get the Old Masters portrait that DH loves. It's VERY big
and our walls are VERY small so we're looking for a good place to
hang it.

Regardless, I just hope it turns out. If it doesn't we'll still enjoy
the pictures. We just might have to paint the frames!

[Mandysmom]

Ok, you're right, mat, not matte.

The sales girl kept saying "... white, marble, or black?" Regardng
the frames, no we never ASKED if they were white she would refer to
"white" but never said "By the way, the frames are black" after
us discussing with her that we're replacing all of our
pictures with WHITE frames. Obviously a miscommunication.

If they offer a credit I'll certainly take it. I hate being out $200 for
those framed pieces.

We did get the Old Masters portrait that DH loves. It's VERY big
and our walls are VERY small so we're looking for a good place to
hang it.

Regardless, I just hope it turns out. If it doesn't we'll still enjoy
the pictures. We just might have to paint the frames!
Hannah, it sounds like a miscommunication happened, and I do hope you get the credit and are satisfied.

I'm so glad you got the Old Masters. They are so beautiful, and believe me, 20 years from now you will find it is still just as beautiful, only your baby will be a young man.

:smile:

[Justins Mom]

lets do some research here - Find every complaint site on line and tell your story

Stick to the facts and do not say anything slanderous or really negative.

Go to Hoovers.com or Manta and locate the names of all the executives and board of directors people and get their emails

Send your note and ask what the status is and continue to do this every few days. Name names, location and all the things you were promised

I did this when a popular travel site booked me in one airport and out another - both airports were over 50 miles from my home. my airport - 8 miles away.

I had the president of the company call me personally from over 6000 miles away and sent me a check for all my money back plus a voucher for $100.00 off my next excursion - gave that away - NEVER AGAIN

Good luck from someone who has had success with perseverance.

[Citygirl]

Just checking to see if you ever got a resolution to your picture problems..keep us updated on your progress..