ComplaintsforLibby Grace Photography LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled newborn pictures with Libby Grace. I was told that these pictures are done between 10-12 days after birth. My mom was visiting and flying out a few hours after our scheduled session on 1/27, which Libby scheduled specifically so that my mom could be in the pictures. On 1/26, Libby rescheduled to 1/28 with no given reason. On 1/27 at 10pm, Libby again rescheduled for a week later citing medical reasons. At this point my daughter would be 20 days old which is not what I was promised. I asked to cancel for a refund. There is no refund policy on Libby’s website nor on my payment receipt so I thought she would understand and grant me a refund. Libby claims that Square is at fault because her refund policy is normally on the Square payment receipt. Libby refuses to refund me and is only offering me a later photography session. I do not want this service anymore because the relationship is tainted at this point. I just want my money back since she does not have a policy posted anywhere. She also does not have an address posted anywhere so I used my address for her business since that’s where the photos were going to be taken.

  Business response

  01/29/2024

  *****, after a long text conversation this morning you decided to set up a reschedule session date of Feb. 4th @ 9:00 a.m. after stating here that you no longer wanted the service. I had very clear communication with you and apologized that my refund and reschedule policy did not show up on the invoice when it is automatically supposed to appear. I should’ve double checked but again we had a clear conversation where I offered you multiple options which ended in you setting up a new session date and time. Looks like we will not be moving forward with your session. I wish you the best of luck. 

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I only reluctantly agreed to schedule a new session because I felt I had no other choice. This was before I was aware that I could contact BBB about my issue. It was either reschedule or lose $163 because Libby refused to give me a refund. I do not want to go through with a new session since the business relationship is ruined. The only other options I was offered were different types of photo sessions which all costed more than the session I originally paid for. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/31/2024

  I will no longer be responding to this client or refunding the client. It has been my policy since I opened and I will not be changing it for a single customer especially after the client has continued to argue with me for days. I offered the client multiple options all within my policy and she rescheduled and then after her complaint which she stated she no longer wanted to do so I’ve canceled her session. I do not give refunds unless I am unable to reschedule due to scheduling errors. I was in the emergency room the day of the session which is why I rescheduled. I cannot control being incapacitated and ending up in the emergency room. I reserve the right to reschedule due to illness or other unforeseen circumstances. She stated “we all have issues which should affect others” which is honestly incredibly rude given the circumstances I was under. I will not apologize for things out of my control. Nor will I continue to argue with someone over my business policies. It is unproductive. I offered multiple options. I offered free extra images and prints along with a reschedule eventually the client refused stating I did not provide her with any other options.Which is untrue. I never expected nor did I ask her to pay any other session fees or any other costs so I’m not sure where that’s coming from. I offered to replace the session with future mini session specials or a milestone session for her baby. She refused. The conversation is no longer productive nor necessary. Just because she doesn’t agree with my policies doesn’t mean I have to refund her. Again she originally rescheduled. Made this complaint stating she no longer wanted to do so. Based on her complaint I will no longer work with this client or continue to offered options which will ultimately be rejected by her. She is fully welcome to not except my response but I will not be responding again. You’re welcome to post the complaint as well with all responses as I’ve accurately defended myself and my business calmly and clearly. I have been running this business for 7 years, I have never received a negative review or complaint with the BBB nor any platform. Again she’s welcome to continue to argue and reject the response. I will not be responding again. 

*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. ↩