I have never witnessed worse customer service! Very disturbing!…read more
If you're looking at their 5-star review and impressed, don't be. This is how they got that rating.
I called their studio yesterday to get a quote. The woman I spoke to quoted me the following:
Portfolio Session $1,325. This includes a 90-minute photoshoot, 4 outfits, and 4 photos. 40 photos will be taken for me to choose from, but I can only select 4. Each additional photo is $225.
I asked her, "So it's $331.25/photo?"
The woman answered, "No, it's $1,325 for studio time, photographer time and 4 photos".
I said, "Yes, the photographer will spend 90 minutes taking photos and I will have 40 photos to choose from, but I will only get 4 photos. So that means I'm paying $1,325 for 4 photos, which is $331/photo".
The woman answered, "Sure if you want to look at it that way."
I asked, "What other way is there to look at if at the end i'm only getting 4 photos and I paid $1,325 to get them.".
The woman answered in the most condescending tone, "Is there anything else I can help you with?".
After that experience, I went on Google and left a 1-star review describing my experience. There's nothing wrong with charging high prices for higher quality service, but own it and be upfront about it. Prices are what they are, so own it and don't be condescending to customers.
About an hour later, I got a call from the owner Brook Clark. She saw the review and started telling me how the most important thing for her business is customer experience. She went on and on for about 5 minutes about how customer experience is of utmost importance to her, even when she opened the studio with a newborn on one shoulder, so she wanted to apologize for what I experienced. I said ok, I appreciate the call, the prices are high, so not the right fit for me.
Later the owner, Brook, texted me a referral to another photographer, which I really appreciated, and said "Thank you". An hour later, Brook texted me asking to remove the negative review from Google. I agreed to do that.
A few hours later, I was talking to my friend who did his photoshoot at this studio and he said they are expensive, but he liked his photos. So I texted Brook back, saying I'm interested in booking a photoshoot because of his feedback.
Then the owner replied back, saying her company won't be able to give me "the experience" I deserve and recommended another studio.
In summary: When customers leave a REAL review about their experience with her business, she manipulates them into removing the negative review and pretends she's sincerely sorry for a poor experience. And instead of taking that as an opportunity to train her staff on delivering a better customer experience and ask the consumer, "How can I make it up to you?", she punishes consumers for speaking the truth by refusing to do business with them.
I'm a female business owner and would do anything to support other female entrepreneurs, but this woman is a con artist.
How many other customers did she manipulate to take down their REAL Google and Yelp reviews? What kind of experience do you expect for the prices they charge?
Screenshots of the phone conversation are attached for proof.