ComplaintsforPortraits International of the Southwest, Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was shopping at ******* location **** ** **** ****** Merrilliville IN when I was approached by a employee of Portraits International Of The Southwest about portraits offering a $20 deal for a portrait. I agreed to take photos paying at the $20 I asked if they accepted card payments and was told no cash payments only setting at same location Saturday Aug 31st 6:40 p.m. I wrote my name and number in a notebook as it I was told it’s an appointment book.The representative said they will give me a call. Getting closer to the date I didn’t receive a call so I called them. I explained I had an appointment with them I was told they didn’t have me down I explained that I have the slip statement saying the appointment. They then explained they weren’t going to do photos on that day in that location at all and I should go to South Bin Indiana. I replied no I scheduled for Merrillvillie location as the other location is too far from me. The representative proceeded to say you can go on another day I replied no I won’t have time and at this point I would like a refund of my $20 payment. She then says we don’t give refunds as it states on the slip. On the slip it says appointments not kept. So I went to the location at the time and date made a purchase at the ******* for proof and spoke to Customer Service management at ******* Coach Laura and explained the issue. She explained that there’s been multiple complaints and issues to where representatives of the company have been in altercations with customers and they are trying to get them removed from ******* because the Company just rents space so they can’t actually do anything for me. This being I’m asking BBB to help assist me in getting my refund as now by me showing up at the time, date and location scheduled and the company wasn’t there it’s shows they breached the agreement and a refund should be issued to me.

  Business response

  09/03/2024

  Dear BBB,

  Our customer has been contacted and this case is closed. Thank you so very much.

  Respectively,

  Trudy *******

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  I did receive a refund as a result of my complaint thank you
  
   
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went for sitting with my grandkids in November I went to pick pictures up in December the pictures was missing one of three children I have been getting the run around since customer service is no help get a different store everytime I call told they will call me back they don't it is April I still don't have my pictures . They tell me there no one hire up to talk to

  Business response

  04/09/2024

  Greetings. Our customer has been contacted. All is well. Thank you. If you have any questions, please contact me. Thank you again.

  Warm regards,

  Trudy *******

  281-879-****

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Regards,
  It's been since November and I do t have my pictures in paid for 
  
   
  

  Business response

  04/18/2024

  Dear BBB,

  Our Customer was contacted once again yesterday. All is great. Please feel free to contact our customer for clarification. Thank you.

  Respectfully,

  Trudy *******

  281-879-****

• Initial Complaint

  03/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 22nd, 2024 my husband was stopped in our Greensburg Walmart by a representative of Portrait International & was talked into buying a photo session that was worth 19.95. The session was on Feb 3rd at 5:15pm in Greensburg IN in the Walmart parking lot in their mobile portraits studio. After the photos were done, we were given a date and a time that we would be able to come back to Walmart & get our prints that we paid for. That date was Feb 21st. We went on the day and at the time and there was no one to be found. The mobile portrait trailer was gone. I’ve tried sending an email to their customer service representative and have not heard a single thing back. I normally wouldn’t care that much about $20, but these photos they took were of my tender age, 5 year old daughter. I’m worried about where these photos will end up and that we were scammed. This business has photos of underage my daughter & will not give them to me and that is worrisome. I would just like the prints that we ordered more than anything if they really did take create these portraits for us. If not, I would like a refund since we didn’t get what we ordered. Thank you!

  Business response

  03/18/2024

  Dear BBB,

  Greetings. Our Customer has been contacted.  Thank you.

  Respectfully,

  Trudy *******

  Customer response

  03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had pictures taken of two children when was holding an ultrasound one had a pillar of his deceased, three-month-old baby brother the photographer set it at their feet in front of the chair and assured us it would be in the picture I went to pick up the pictures They had cropped it out. I told him I did not want a Pictures without that in it. He assured me that if I purchased the entire package which was around $200 that he would get that package redone to include the other baby three months later, after practically begging and pleading with him to call me back , they said they cannot fix it and they will not refund my money. Even if I give them the pictures back I purchased the entire set not just part of it. The woman at the phone number is very rude. She said she is the only customer service manager in the entire company she blamed it all on the photographer said they cannot help if their contractors are not good at their job , he offered me a $42 refund. She said no only $21 so I now have two completely statements. I told her I would send the pictures back because when I purchased them I purchased them because I wanted the entire matching set which I do not have, and they refuse to give my money back , the woman is obnoxious will not listen and talks over every word you say, and the photographer himself it’s just as bad

  Business response

  11/17/2023

  Greetings. I contacted our customer on November 13, 2023. All is well. Please feel free to  contact me if you have any questions. Thank you.

  Trudy *******

  281-********
  

  Customer response

  11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 25th I had an appointment to have pictures made at Walmart of myself (I am 83 years old ) my husband ( 92 years old) and my sister who will be 102 years old November 3rd 2023. I looked forward to getting the pictures as I want to use one of my sister to put in the local paper for her Birthday. At our ages you never know if you will have a chance to have more pictures made. A date was set up for 10-16, a Monday at 1010 AM to pick up a picture that was paid for and to see and possibly purchase more set of pictures.. I had two hundred dollars to buy the Best Value in hopes I would get some good pictures to include in Christmas cards to family members. This company also mailed me a card with the above information for pick up. You can image my disappointment when they didn't show up for the appointment or notify that they would not be there. Maude T. *****.

  Business response

  10/19/2023

  Dear BBB,

  I have contacted our customer on both of the telephone numbers we have for our customer. I left messages on both lines. Thank you.

   

  Trudy

  Portraits International

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up and paid for photos that the ad told us would be taken at a San Antonio HEB June 16. We got to the HEB and they weren't there. I messaged the person that confirmed on Facebook and they said that they had moved the location because of capacity. A little heads up would have been nice. No apology. Nonetheless we went, we paid for our photo shoot & the promotional pictures intending to buy the entire CD of all the images of the family, the kids, etc. We had not had family pictures taken in years & we're looking forward to buying ALL of them. We had a family emergency and could not make the viewing just a few days ago so when I called asking to just buy all of the images without seeing them, I was told they were only going to ship to us the one pose that they get to pick- & the tossed the rest. but we did not do the photo shoot for that picture. We did it for pictures of the kids together & individually, etc. They didn't just take one picture which is the one they were going to be sending to us. They wasted our time taking a bunch of pictures that they threw away rather than let us buy. The woman I spoke with was indignant that we were getting what we paid for because all we paid for was that one pose & prints. They didn't let us pay for more. What we paid for was to take all of the pictures that we wanted to buy. Now we have to find the time & pay for another photo shoot somewhere else to get the rest of the pictures that we wanted. It's completely absurd to me that they would not want to sell those images. No one told us that if we were unable to make it to that appointment that we would never see our pictures except for the one picture that they pick for us. And the woman was completely offensive, not the least bit apologetic for having not told us that we were wasting our time- just kept repeating over & over that they threw the photos away & we'd never see them. I don't want whatever photo they send. I want my money back to buy another photo shoot.

  Business response

  07/12/2023

  Dear BBB,

  Greetings and thank you. Our customer has been contacted and all is well. 

  Respectfully,

  Trudy *******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Portraits international had a table inside the Lacey Walmart in Lacey Washington store number 3531 and the agreement that I entered into was a $20 package that would be of the first pose that the photographer took. When I picked up my pictures on May 20 I noticed that the portrait package that I had purchased for $20 which is the one that I wanted because it had all of my grandchildren in it. Instead I received a portrait of the girls only and then I purchased the CD with copyright agreements for $139 and not all the poses are on there. They only had the one with all the girls with a bunch of different backgrounds and I was told that all of my photos all of the poses that the photographer took would be on that CD and they are not. I want a refund for the $20 package and a partial refund for the incomplete CD. Also there Photographer made some disparaging remarks to my granddaughter and was very inappropriate. I have attempted to contact them through email telephone, and also the telephone of one of their employees. The girl that made the appointment originally whose name is Monica.

  Business response

  06/01/2023

  Dear BBB,

  We are contacting our customer. Thank you.

   

  Trudy

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a sitting for a professional head shot with this company, through ***** ****** on behalf of **** ******, at the Walmart in Zion, IL. ***** ****** was dishonest in his representation of what I paid for and the photographer and her husband were both unprofessional. I booked my appointment for 05/22/2023 at the Walmart in Zion, IL at 10:15 am. When I went to my prescheduled appointment, imagine my surprise when I saw a sign on the door that stated "back in 5 minutes" (which I have a picture of. This was a 10:05 am CST. I texted the number on the "back in 5 minutes" sign, only to have the photographer text me back and tell me she will not be available until noon, and was that ok. I said no and then she called me. Her first excuse was that she had to take her daughter to school and her second excuse was that she forgot her camera at home, both to which I replied "not acceptable", when she told me she was not going to take my photograph and that I should ask for a refund. I then called 708-359-7234 (posted at the table to schedule appt) only to get a man who could not speak English. I then called ************ and was connected to **** ******. Drew called the photographer, asked me to wait for her (5 minutes). Went back to Walmart, waited 30 minutes when photographer walked in with her husband, both looking completely unprofessional. When I went in the room to let them know who I was, the photographer said that pictures would not go well if I was negative. I said the same can be said for you too. Then the husband asked for my $5, photographer told him it was waived, when I asked who he was. He said he was her husband and who was I. I informed him that I was the 10:15 (at 11:15) when he said he was not going to take my ******* picture. He walked out, the photographer asked me to leave and said she was not taking my picture (for mind you the 2nd time). I need resolution here AND A COMPLETE REFUND, as this was a total scam by unprofessional photographers.

  Business response

  05/24/2023

  Dear BBB,

  Thank you. The Customer has been contacted. Resolution in place. Thank you again. Please feel free to contact me if needed.

  Respectfully,

  Trudy *******

  ************

• Initial Complaint

  01/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased this $14.99 promo for 20 photos with multiple poses on 1/03/2023. And Made an appointment for today (1/15/2023) for my almost 2yr old son. When we got to the photo trailer at Walmart, the guy told me it was only 5 pictures will be taken, ONLY 1 free printed 12x18 and printed wallets! No digitals! Which I was lied to! I was told a completely different promo! I was scammed, taken advantage of and lied to! Not only that but they charged me $2.99 on my card to pay for that $14.99 and didn’t tell me about it. ($16.99 + 5$ sitting fee extra) so I get ZERO digitals and for $20. They want $145 for 5 digitals if I want those separate!!! I’m LIVID. Others next to me were being told the same thing that day I signed up! They were all scammed as well! They signed up thinking they were getting 20 photos total with multiple poses! The guy who took the photos also said I was not allowed to pick which photo I wanted after all!!! Which was NOT TRUE! The employee also refused to give me back my receipt of purchase with the guys name in the paper. I want my money back and the 5 photos of my son on digitals or Im contacting a lawyer, and blasting this entire business all over Social Media & Tiktok and it will go viral with millions of views. Michaela ****** **************@hotmail.com ******* ** at Walmart.

  Business response

  01/17/2023

  Our Customer has been contacted and all is resolved. Our Customer is apologizing for this and is extremely excited and delighted now.
  

  Thank you.

  Trudy *******
  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2022 I was approached by a older white woman at the local Walmart in Tyler, TX about pictures they were taking. I was under the impression that you get at least 4 Portraits with the price I paid. I would have to pay some right then and come back on a scheduled day I preferred to take the pictures. Upon coming back to take the pictures an older white man is the one who took pictures of me and my children. I had to come back on another day to pick the pictures up. When I picked them up the same white man was there and I also had to pay more. I also only received 1 picture instead of 4. I was not prepared to have to pay for any additional photos because I thought I was getting 4. I texted this man and explained to him I thought I was suppose to get 4 and he never responded back. I then reached out to their customer service office by email and their receptionist "Cassey *****" told me they hold the photos for at least 3 months in case a customer wants to purchase them later. Apparently that was a lie too! I reached out today by phone to this company and spoke with a "Diana or Diane" and shes supposedly the supervisor there and I explained to her the situation. I told her I was wanting to pay and get the pics shipped to me. She told me they don't hold them and the receptionist must've misunderstood me. She couldn't have misunderstood because I explained myself clearly in the email I sent them. This "Supervisor" wasn't helpful at all! It seems nobody who I encountered with this company is on the same page! Why give false or misleading information to your customers?! I am highly upset that they do not give you enough time to purchase or they basically throw your pictures away! This business or people are very unprofessional! Everyone needs to be in the same page or train your staff about what you do or don't do! It very confusing to deal with people like this!

  Business response

  03/08/2022

  Dear BBB,

  I tried to contact our customer via telephone to no avail. I left a voice mail message for the customer to please contact me. Thank you.

   

  Respectfully,

  Trudy *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩