Cain's Photography & Video Memories

Our photography business Cain's Photography & Video Memories was contacted to do Santa pictures at the Kittanning, PA Light Up Night at Nextier Bank on Market St. approximately 1 1/2 hour before the event.The previous photography company had backed out at the last minute, leaving...

the bank employees scrambling to find a new photographer so that the kids could see Santa and have their pictures taken.We graciously volunteered our time to the bank and charged $10.00 for 2- 5x7 prints. The bank employees set us up a table in the back entrance and my photographer set up our equipment in the front of the bank at their Christmas set up. I remained in the back taking names and passing out receipts for those who wanted prints of their loved ones with Santa. Unknown to us there were 2 lines. The first line waswhere I was seated and the second line was in the front of the bank and they were sneaking in, in between families in the "actual" line. The bank employee instructed my photographer to take pictures of everyone to sit on Santa's lap. He did. By doing so this caused our printed and paying customer order to be incorrect. The moment the pictures were all edited they were placed into a private online gallery and each customer was contacted to let us know which picture number was theirs so we could then have them printed and either mailed via USPS or hand delivered before Christmas.We had approximately 46 paying customers that night and 10 underprivileged families who were to receive free pictures. Out of 56 customers 37 of them contacted us and let us know their picture numbers and 98% of them were very understanding of the situation. We gave each family the opportunity to either have their pictures mailed or hand delivered. On Christmas Eve we played elves and delivered all but 8 pictures (it’s a very small town.) The remaining pictures were to be mailed. Only 2 families (whom are related and live a few houses from each other) claim they did not receive their pictures. I remainedin contact with them via email and Facebook letting them know each attempt at mailing the pictures we had made. I mailed the pictures to these 2 families 3 times and not 1 of the envelopes had been returned to me. I offered to deliver then on numerous occasions. The person who made the complaint cancelled both attempts at delivery and wanted me to leave her pictures with someone who didn’t order from us. I told her that wasn’t our practice and that I could send them to her certified mail, return receipt requested and she then demanded another hand delivery as well as a refund. We’re at a loss on how else to handle this situation. We have tried everything we can to ensure they have received their pictures. My final offer to them is to refund ½ of their money in the form of a money order. I have offered to do so but have not heard back from the customer about this.

Review: On Light up night in Kittanning Pa they took pictures of kids with Santa. The pictures were 10.00. I have yet to receive my pictures, and have contacted them many times.Desired Settlement: I would like my picture and my money back. It's been since November since the pictures have been taken. There is no reason I should have to wait this long

Business

Response:

Our photography business Cain's Photography & Video Memories was contacted to do Santa pictures at the Kittanning, PA Light Up Night at Nextier Bank on Market St. approximately 1 1/2 hour before the event.The previous photography company had backed out at the last minute, leaving the bank employees scrambling to find a new photographer so that the kids could see Santa and have their pictures taken.We graciously volunteered our time to the bank and charged $10.00 for 2- 5x7 prints. The bank employees set us up a table in the back entrance and my photographer set up our equipment in the front of the bank at their Christmas set up. I remained in the back taking names and passing out receipts for those who wanted prints of their loved ones with Santa. Unknown to us there were 2 lines. The first line waswhere I was seated and the second line was in the front of the bank and they were sneaking in, in between families in the "actual" line. The bank employee instructed my photographer to take pictures of everyone to sit on Santa's lap. He did. By doing so this caused our printed and paying customer order to be incorrect. The moment the pictures were all edited they were placed into a private online gallery and each customer was contacted to let us know which picture number was theirs so we could then have them printed and either mailed via USPS or hand delivered before Christmas.We had approximately 46 paying customers that night and 10 underprivileged families who were to receive free pictures. Out of 56 customers 37 of them contacted us and let us know their picture numbers and 98% of them were very understanding of the situation. We gave each family the opportunity to either have their pictures mailed or hand delivered. On Christmas Eve we played elves and delivered all but 8 pictures (it’s a very small town.) The remaining pictures were to be mailed. Only 2 families (whom are related and live a few houses from each other) claim they did not receive their pictures. I remainedin contact with them via email and Facebook letting them know each attempt at mailing the pictures we had made. I mailed the pictures to these 2 families 3 times and not 1 of the envelopes had been returned to me. I offered to deliver then on numerous occasions. The person who made the complaint cancelled both attempts at delivery and wanted me to leave her pictures with someone who didn’t order from us. I told her that wasn’t our practice and that I could send them to her certified mail, return receipt requested and she then demanded another hand delivery as well as a refund. We’re at a loss on how else to handle this situation. We have tried everything we can to ensure they have received their pictures. My final offer to them is to refund ½ of their money in the form of a money order. I have offered to do so but have not heard back from the customer about this.