Customer ReviewsforMyPhoto.com

I have ordered from MyPhoto several times and was happy with the product. This time they used 1/4 centimeter glass for my picture. It feels cheap and has less clarity than the 1/2 centimeter diamond glass that was used before. My email to them (with picture) regarding my disappointment with the order was fruitless. They refused to offer a refund. *********************. The new product is cheap substitute for what I thought was a quality product. Plus their prices went up!

The customer initially inquired about our Diamond glass product, which is no longer available as it was a limited edition item. Instead, they proceeded to purchase our infinity glass product. We take care to accurately describe each product in our listings to avoid any confusion for our customers. Unfortunately, this order does not qualify for a refund under our smile guarantee policy. However, upon contacting our customer service team, we did offer to reprint the item using the last remaining Diamond glass product in our inventory. The customer was informed that there would be a price difference, as the Diamond glass they originally desired was priced slightly higher. However, the customer declined this offer.

This site does bait and switch scams with their discount offers. Getting you to order on the provision of a code but not honoring or making you order first without providing the code. Then providing you have ordered and then say you can't use it once the order is made (or it has expired, or you can only use it on first order ... the list of excuses I have on email is quite long). Or saying 'You can however use it next time or we have another offer coming soon.' I do not trust their ethics with customers. The picture quality is fine (it is based on a German company's tech I believe) but it is just the people fronting the US operations (franchise) that I am somewhat dubious about with regards to their business ethics.

The discount mentioned by the customer refers to our first-time order discount. We're truly sorry for any confusion caused by the delay in addressing this matter and any misinformation conveyed to the customer. At **********************, we're dedicated to offering the best possible customer experience. We have resolved this issue with the customer and applied a partial refund to reflect the intended promotion. Additionally, we want to clarify that while we're not a *************** we are a family-owned and operated business located in ************, *******, where we meticulously craft our products.

I wasn't told upfront that I would be dealing with an overseas supplier and would cop an international transaction fee on my card. I quite like the product and will now seek out an Australian producer doing the same job.

Thank you for leaving a review! We have not had any interactions with this customer, and this customer has also not purchased from our company. We believe this customer may be confusing us with another company, as we are not an ********** producer.

After purchasing over 20 Christmas ornaments we had one wrinkle up while the others are fine. We contacted MyPhoto and were told that we exceeded the "30 Day" guarantee... But they would give us a 20% discount to purchase a replacement.For contrast Fracture.com stands behind their photo with a 100% customer guarantee. They have replaced a large photo that cost $80 for FREE, What a difference when a company believes in their product and stands behind it with a quality guarantee,'Given the cost of the MyPhoto glass ornament for $20 it is hard to believe that they can't replace a damaged product especially after we spent well over $300 on MyPhoto gifts for friends and family.Given the lack of support we received when we asked for assistance we will NEVER PURCHASE ANOTHER PRODUCT FROM MYPHOTO. Too bad for them they lose a good customer and destroyed any "goodwill" that they could have created by simply replacing their defective for us,

Thank you for leaving a review. MyPhoto was unable to honor the request of a reprint due to the customer reaching out to us after the *********** guarantee. We also informed the customer that we kindly recommend displaying the ornaments an an area that doesn't contain high moisture or heat which leads to the original wrinkled quality.  Since we were unable to honor the request, we then provided the customer with a discount code and offer a reprint of their order at 50% of the cost. To conclude there was no email response from the customer after offering the 50% off reprint. 

I could not complete an order. Not possible to speak with anyone regarding. Tried again later and the order was a success. Then 10, not 5, acrylic frames showed up and I was charged for all 10. Relentless attempts have been made to correct the problem. No luck , no attempt to remedy. DO NOT ORDER FROM THESE PEOPLE

Thank you for being a MyPhoto Customer. We received an email stating the situation that a duplicate order was placed on the customer's behalf. A Customer Experience representative assisted the customer by stating we will proceed with refunding the duplicated order for them. The customer also request a $10 off promotion code that was not able to be applied at the time of checkout. The Customer Experience Rep, also stated that we will honor the $10 off request. To conclude the customer was in contact with a ********************** Customer Experience Rep. and the refund for the duplicated order has been submitted and completed on our end.

Not certain WHY it took contacting BBB to resolve this issue and do not understand WHY the correspondence regarding all of this has been IMPOSSIBLE on the merchant’s end. I have been a LOYAL customer and for YEARS. I promote, I recommend your products, I LOVE your products, BUT your customer service is pathetic. YOU do not respond to emails, you cannot contact by phone and THIS is how we resolved the issue????? I sincerely hope you will adjust your business practices in the future. Nanette T Frankel

BTW, WHEn did the Customer Experience Rep contact me that this was resolved and if he/she did PLEASE document for me this correspondence.

Below is the email thread between the customer and **************** agent:

4 months ago (Thu, 11 Aug 2022 at 3:59 AM)

To:hello@myphoto.com

Has anyone decided the fate of this debacle? I have asked for a call to discuss, nothing and I would like total clarification if the this
**********
Sent from my iPhone



N
*****************************
replied
4 months ago (Mon, 15 Aug 2022 at 6:42 AM)

To:MyPhoto <hello@myphoto.com>
Thank you for addressing the issue. I have promoted your company for years and personally purchased much. Im disappointed with your handling of this and truly do not understand WHY it took going to the BBB to secure a solution to the problem .
Your phone line does not allow for direct communication, your response to emails, which you promote, is pathetic and your eye for such an issue is blind.  I repeatedly asked for help, You repeatedly ignored my request for verification of the order,  you repeatedly did nothing to address and obvious problem. 
IMHO, your lack of attention speaks volumes of your concern for your customer. For what?  Your products are unique, your deliver is prompt and the joy each pic brings to all is priceless.  WHY would you jeopardize that ?
Thanks for listening/reading.
Sincerely,
*****************************
************

Hi *******,


We have responded to your emails several times to inform you that a refund was already processed for the duplicate order. Kindly check your Spam/Junk emails if our response is not in your Inbox.


With Smiles, 
******

I am aware if the refund. Im referring to HOW you handled the situation and how I had to react to your reaction or therefore void of.

3 months ago (Wed, 17 Aug 2022 at 8:06 AM)

To:"****** D" <hello@myphoto.com>
******,
Kindly check YOUR emails from me and REREAD my words. I acknowledged your refund both in my email and the BBB emails which Im certain you are aware of.  Simply put, I referred to HOW you handled the situation , the NUMEROUS emails and ATTEMPTED phone calls I sent and placed to resolve this mistake.  NOT ONCE did you respond to specific requests, not once did anyone call, but a call from the BBB to you prompted a look on your part to react.
IMHO, this business practice speaks volumes of your concern for the customer.  THIS in a nutshell was the basis for the email yesterday, August 16th, 2022.
Possibly, your negligence with regard to all of this explains your reaction.  I hope your CEO is aware of this. 
Sincerely and with respect,
*****************************
************ 

To:*****************
Hi *******,


Our main communication channels are chat and email. I just came back yesterday because of Covid but we responded to your emails last week to let you know that a refund was already processed after checking the orders. When we got your email regarding the duplicate order, I checked the orders right away so we can review if a refund was necessary. I informed you through email about this and also sent another email to let you know that the refund was on its way.


We strive to provide excellent service and its unacceptable that your expectations werent met. Please accept my sincere apology for the issue you encountered.


With Smiles, ******

I ordered an 8x10 color, infinity glass photo of my granddaughters recital ad for her as a keepsake. I ordered before reading all the negative reviews here of My Photo, so I was a little worried about what I was going to receive and how long it would take. No need. Package came quickly via FedEx and was well packed. Glass photo was HD and absolutely beautiful!!! I was so happy and cant wait to give to my Granddaughter. Very, very pleased.

Thank you for being a MyPhoto customer! We are thrilled to hear that you're pleased with your products. We greatly appreciate your feedback.

Acrylic photo collage came in and the quality of the pictures was terrible. They were overly pixilated, and you could see the white border where they cut them to size. I had uploaded professionally taken high resolution photos. Because they have a 100% money back guarantee of you are not satisfied, I emailed for a replacement. They said a reprint would be processed and shipped and I would receive confirmation emails. I have not heard a word from them since them. I followed up and radio silence. What a scam. I'm out $45 for a tiny, poorly made photo collage.

Thank you for being a MyPhoto customer! We truly apologize for this situation and have resolved this situation, the last follow up with this situation was sent on 1/7/22 stating that we will proceed with refunding the order for the customer, since the reprint offer was denied.