What would you do?

[cameracrazymomma]

I recently did a big photography job for a midget football league. I knew before I started that there would be those "few" parents that you can't please for anything.

This one lady wasnt happy with the 8x10 that came in her package. She started with alot of attitude and I told her I would order her a new one from a different place. (she LOVED all the pics but the 8x10). So I ordred her a new one......STILL not happy. I have come to understand NOTHING is going to make her happy. She wants her money back. I told her no problem, she just needed to return her Picture Package that she purchased COMPLETE. No missing pics and I would give her the money back. She had a cussing hissy fit. Seems she wants her money back and wants to KEEP the pics. I told her if she isnt happy with the pics, she cant pick and choose what she wants to keep.

Do you think Im doing the right thing???

 

[HatMan]

She sounds positively outrageous!

After over 25 years dealing in retail, wholesale and several service industries the only thing you can guarantee is that at some point you will find someone like this.

First of all, don't take it personally, she probably treats the girl at the local coffee shop the same way and never tips.

Second, don't worry about the other parents developing concerns due to her boisterous nature. They already know all about her and are secretly feeling sorry for you and rolling their eyes when she is not looking.

Finally, tell her you are sorry you can't help her and give her her money back. There is no sweeter revenge that to treat a poor customer like this than to make it obvious that she cannot possibly ever complain about the outcome.

Imaging this conversation:
Ex-Client: "I'd never buy photos from or hire XY Photo!"
Friend: "Why not? Were the photos bad?"
Ex-Client: "Most were quite good, but there were a couple I didn't like and wanted them to replace. They sent me several alternate photos but I didn't like any of them."
Friend: "Did they stop returning calls or take your money and run?"
Ex-Client: "Why... no... When I complained, they tried to satisfy me and when I wouldn't be consoled, they gave me my money back...."
Friend: "Well. That company sounds positively terrible... (Rolling eyes) What was their name again?"

It really stinks to be out the money, but you're better off making her go away and having nothing she can complain to future clients about.

Just IMHO, but trust me... I've been there, done that.

 

[The_Traveler]

when she gives the pictures back, she gets the money back.
you can sell at that price because there is a package.

one you do this, everyone will want to pick their favorites and you'll get crap.

 

[photogoddess]

She wants something for nothing - bottom line. Tell her (politely) that photos are custom by nature and that no refunds will be given. If you've reprinted the 8x10 and it meets your quality standards (your standards need to be stringent btw), that is all you need to do. Stay firm...

 

[~Stella~]

when she gives the pictures back, she gets the money back.

Once you do this, everyone will want to pick their favorites and you'll get crap.

I agree - she doesn't get to profit off this, only what was bargained for in the contract initially. ONE set of prints for ONE price - not a 2 (or 1.5) for one deal.

 

[Jon, The Elder]

when she gives the pictures back, she gets the money back.
you can sell at that price because there is a package.

one you do this, everyone will want to pick their favorites and you'll get crap.

Even though 'the traveler' looks like my aunt Martha....there is a good brain in there.

I had that stunt tried on me a while back. Same exact attitude and situation. Many (several) customers told me that she also used items once and then returned them to the store with a lame excuse. There is always that small percentage of sleazy customers. Lotta' mouth but no taste.

 

[Heck]

She wants something for nothing plan and simple! You were being fair and thats not good for her. Stand firm and if she dont like it she can take a hike! I bet she eats 90% of a meal in a restaurant and then wants it on the house because she said it was not good.