I took my daughter and her friend here for a special treat on 4th Nov 2012. They thoroughly enjoyed the shoot and all the staff we encountered were lovely, the girls' hair and make-up stunning and the hard sale at the end wasn't as bad as I at all expected.
We chose our 4 "free' prints and I decided to order a canvas of my daughter for my Dad, who has cancer and not long to live, as a Christmas gift. I also ordered a disc which was burnt off there and then. THe whole amount came to £202 which I paid for on the day and was assured the canvas would arrive in time for Christmas along with the 4 prints and 2 make-up kits.
The images and canvas did indeed NOT arrive by Christmas and had not arrived by mid-January. I contacted the "booking-line' and left messages and also left emails on the info email. Eventually I was contacted by someone from Glow Studios and they informed me that the disc my image was on had crashed and could I email the images I wanted to them as luckily I had purchased a disc with all the images on. The girl who was dealing with my complaint was helpful and suggested she would open the studio on her day off to print off my images as they now had a printer in the studio. She then contacted me to explain that the emailed images were not clear enough and could I possibly bring the disc into the studio so she could print the images off. She offered us 4 extra images as compensation. It as difficult for me to travel into the studio as there was heavy snow one suggested day and another day I had a child off sick from school, however I did eventually get the disc in and the images were printed off there and then. The quality of the images wasn't brilliant but did the job. I was assured my canvas would arrive by the Tuesday, along with the 2 make-up kits. However by the Wednesday the canvas had not arrived I was beginning to become extremely angry and suspicious of this company, especially after reading previous reviews on this site. I decided that if I did not receive my canvas by the end of the week I would demand a refund or I would commence legal action against Glow Studios.
I contacted the booking line on 2 occasions and relayed my intentions to them and asked them to pass on this message to whoever was in charge. I then received an a very unapologetic email accusing me of harrassing the booking line and asking me not to contact Glow Studios again but that I would receive my canvas by the end of the week.
This morning I am so glad to say that I have received the canvas and I have to say it is absolutley stunning and I am so very pleased my Dad will receive in time.
All in all the shoot experience and the produced images are fantastic so I really don't understand the complete lack of customer care, lack of communication and still am very puzzled at how on earth my ordered images had not indeed, in reality, been ordered at all despite the company taking the money from our card? And no-one had noticed??
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