Very disappointing experience, especially considering how much we paid for what was supposed to be…read morea once-in-a-lifetime "princess" experience for my daughter.
The photographer and makeup artist were both amazing. They were professional, kind, and did everything they could to make the day special. Unfortunately, the company's organization and customer service were not at the same level.
The company failed to provide the tiara that was included in our package. We were never told, reminded, or instructed that we needed to select one separately. On the morning of the photo shoot, we realized there was no tiara. Because the session began at 7:30 a.m. and the store was closed, we had to use a plastic crown from an old Halloween costume.
This was not a minor detail to us. My daughter was supposed to wear her quinceañera crown during a very expensive, once-in-a-lifetime photo session, and she did not receive what we paid for.
The company's public response to my original review is also inaccurate. We were notified on Monday at 3:46 p.m. that the dresses were ready, and my daughter's grandmother picked them up on Tuesday at 12:47 p.m. (less than 24 hours after we were notified and several days before the Friday session). The dresses were not picked up the afternoon before the shoot, as the company claimed.
Their response also suggests that the customer is responsible for remembering to choose the tiara. We were never informed that we needed to do that. When a package includes an item, the company should have a procedure to make sure the customer receives it. A simple apology and acknowledgment that the tiara was overlooked would have been appropriate. Instead, the company repeatedly attempted to shift responsibility to us.
They had several opportunities to address it properly: when I called on the morning of the shoot, when we returned the dresses, and when a company representative (Jarling) called me after I posted my review. During that call, the representative seemed more interested in telling me why I was wrong than in listening to my concerns. The call even began with a statement to the effect of, "I don't really have to call you because your contract says..." That is not good customer service.
There were additional problems. One of the dresses had a visible rip near the bottom front. The photographer did his best to use angles that would hide it.
During a fitting, an employee also made inappropriate comments about my teenage daughter's weight. I reported this to Shakira, who was lovely, responsive, and accommodating. I appreciated how she handled it, but the comments never should have been made. After reading other reviews, I am concerned this may not have been an isolated issue. Comments about teenage girls' bodies are unacceptable.
We were also instructed to book the photo location ourselves. The venue gave us an afternoon time. The afternoon before the session, the makeup artist called and explained that shooting outdoors at that location and time would be extremely difficult because of the heat. He personally made calls and managed to move the session. Once again, the makeup artist saved the day. We are not quinceañera professionals. The company says it handles approximately 1,500 quinces per year, so it should have advised us that an afternoon outdoor session at that location was not appropriate.
My original review was based on two simple facts: I paid a significant amount of money, and my daughter did not receive the tiara included in the package. My opinion was that the overall service was disappointing. The inaccurate public response and the defensive customer service call only made the experience worse.
The photographer, makeup artist, and Shakira deserve credit for their efforts. Unfortunately, the company's lack of organization, accountability, and customer service prevented this from feeling like the special experience we paid for.
