Portrait Innovations
Reviews and Complaints

They are trying to charger me to have it shipped to my house after I told them I can't go to the store again and they won't see where my stuff is and when I talked to them today they said it would be here this is not the first time that I had to wait months for something and not the other and when u ask them to find out when it going to be here they don't wanna do what u ask them to do it was suppose to be here today

My family had an appointment on 12/03/17 at 5 pm. We did not get out there till after 7:00 pm. I have used your studio several times in the past, but this will be my last. I do not know who is in charge of the Hoover studio but someone needs to get down there immediately. They were very unprofessional and bordering rude . The wait is ridiculous and the customer service was awful. I know this studio is capable of more because been there when they were .One guy had a rubber band holding his camera together . I did not get the family picture I wanted she could have re shot considering my son and my husband were not smiling .I only had three family pics to choose from and they were all bad. I pick some pictures because I do not have the time to do this all again. I paid almost 200.00 for pictures and I m not happy. The coupon i was not allowed to use it had to be printed out not on my phone .I can pay for Starbucks from my phone but a coupon cant be scanned? I think you need a whole new staff in this place .

12/2/2017
Appt Time: 4:10 P.M.
Arrived: 4:00 P.M.
Studio time: 5:30
Pictures taken: 5:50-6:30
Finally left: 6:50
Mood: Very Very Unhappy
Return: NEVER
Recommend: NEVER
Told there was a little wait, but there were 3-4 families ahead of us.
Sat and waited until 5.
Asked what the hold up was and why was the 3:30 and 3:50 appointment along with me, still sitting there waiting.
Finally at 5:30, they took us in a studio for our pictures.
Camera was not connecting to the flash. Photographer ran around looking for new cameras and flash box for cameras for at least 20 mins.
Almost at 6, she got the flash to work and started photographing us.
She did not listen to what I was asking for. Had to change my daughter twice to ensure I got the correct outfits with the correct backgrounds. You know it's so much harder to change a background with the touch of a screen over taking 8 year olds clothes and put them back on twice. NOT! It'd been so much easier for her to push the button for the background.
Then we moved to the other studio for a white background. Why would you photograph 2 individuals in red/black plaid and black leggings on a white background? Unknown.
Then payment time.
Why would I pay $30 for 42 prints of the EXACT same picture, plus get it on a canvas, and on a CD.
Once I voiced my opinion and thoughts on that, they tried fitting 5 different pictures on the canvas, none of them would fit.
Why? Because the photograph had shot us not centered in the picture. I said I'd accept no canvas, my 42 prints of the same picture, and all my pictures on the CD. They stated that was not how it worked. NO WHERE on the coupon on the website does it state it has to be the same picture! Bait and Switch you think?
I informed them I just wanted to buy the CD. Oh the CD can only be purchased with a package. Cheapest package with a CD...$319. I told them if I wanted to pay $319, I would have hired a professional at a location I wanted, with as many individuals in the pictures as I wanted, poses I wanted, and as many outfit changes.
I told them I was leaving, I was done.
So out of 75 pictures taken...guess how many I liked... 5! That's it...5!
So they gave me the 42 prints of the same picture and my CD with all my pictures because I complained some much I was cursing.
On, Sunday, Dec. 3rd, I decide to download and look at my pictures. Well, I would have went thru my ceiling with madness if I would have paid $319 for these pictures I rec'd. I believe they can speak for themselves.
Go to the website to download my pictures, only the one I got the print for is showing.
Little attention to detail goes a long ways.

We had an appointment but it was not honored. We were waiting over 1 hour in Clifton with no explanation of anything. When we asked, we were told that there were 7 families ahead of us and if we didn't wish to wait we could reschedule.  
After our pictures were taken, we were told to go and pay after which, we were told the machine had broken and we could not get our pictures and had to wait 40 additional minutes to get our pictures. When we got home and opened our envelop, they had put another families package instead. The following day I called to let them know that the pictures in our envelop belonged to another family. There was no apology.
I still do not have my pictures. Also, did not receive my calendar.

Me and my wife went in this morning, 12/3, with our 2 year old son. We had an appointment at 11:15 and arrived at 11:00. There were a ton of people there. After about 20-25 minutes of waiting and no one saying a word to us, I asked how long the wait would be. They asked if we had "clocked in". I said no because no one had spoken to us. We said we would come back since our 2 year old probably wouldn't be patient for a long wait. The girl said there was only a couple people in front of us and the wait wouldn't be long so we should just stay. One hour later, at 12:30, we finally were called on. By then our son wasn't to happy. We tried to do the pictures while the photographer actually stood there yawning. After a few minutes our child was mad and crying because he was tired and hungry so we just decided to leave. I understand it's a busy time of the year for them but an hour and a half wait when you have an appointment is ridiculous, especially when dealing with small children and your trying to work around lunch and nap times. Not a good experience at all.

Book appointment online, weeks in advance. Arrive 10 minutes early, because early is better than late! Check-in and I'm told based on the background I've selected (solid white background) it will be approximately 20-30 min past our scheduled appointment. Also told that we have large parties ahead of us so could be even longer!? Excuse me? Then we finally get in 45 min from appt. time.
Rushed and photographer seems irritated that I want to make pose suggestions. Mind you I've come to this location before and has not been an issue. I wasn't taking up more time just knew what I needed.
Then we were rushed through the picking of poses, she made comments about my kids smiles and arms in the pictures. Didn't task for her opinion. She again seemed irritated and even my 12 yr old and 9 yr old said she was rude when we left.
Didn't even get to take pictures home with us because it was an additional 20 minutes wait. Not to mention that we live 40 minutes from this location so not convenient to travel back to.
Lastly, when I received the online link to the gallery it ONLY had the 3 poses that we ordered. I've always received all of the poses to order additional prints without the hassle or inconvenience of driving back to the studio.
I call to ask about the link and they can't do anything because they don't really know.
So I ask to speak to a manager and then all of a sudden they "know" and it was just communicated to them "today" that You have to purchase a certain amount of poses (and it's more than the 3 I already purchased, it's 4) before I can have the privilege of seeing all the pictures. Interesting! And NEVER before was this an issue! The worst experience! I could go on...

Why do you schedule appointments 10mins apart when it takes hours or you have parties of 30 plus the store runs more than 4 hrs behind. Your customer service is a joke. It wouldn't be as bad if you actually booked appropriately. When I arrived for my 1240 appointment at 1230 there was a couple that had not been seen yet for their 1030 appointment at 140 I was told there was still 5 people in front of me.

I had an appointment today (11/22) at 11:40am for my two girls (4 months & 17 months) Christmas photos at the Clearwater location. When we arrived (early - 11:15ish) the waiting room was packed! We checked in and the girl at the desk was very abrupt and short. If there was going to be a long wait, my mom & I wanted to walk around the plaza and keep the girls occupied until we were ready, but the associate ran off before I could ask. I understand they are busy so ok. We sat where there was room, two chairs near the front but the table between us had a speaker blasting Christmas music... so loud I couldn't hear my mom sitting next to me... festive but annoying after a while. So 11:40am came and went... and went... and went. It's now 12:45 and we have been waiting over an hour past our scheduled appointment time. Now I completely understand everyone is trying to get their holiday photos done right now and it is a very busy time for the studio but to compile so many appointments (especially with so many kids - who usually require more time & attention) in such a short time where they all become backed up is not smart at all. When I finally confronted an employee about the situation they apologized and said they had nothing to do with the scheduling, that it was all done by corporate. Which is exactly why I'm writing instead of contacting the store manager. My 4 month old has now fallen asleep in my moms arms and my 17 month old has explored every inch of the studio, gone through an entire bag of Goldfish crackers and is beyond controlling now since we are past lunch time and going into nap time for her... and we haven't even seen a camera yet! I'm livid and completely defeated at this point. I've worked so hard to dress both babies, drive all the way from Holiday (a 45 min drive) and strategically schedule this appointment around feedings and naps just to get a good Christmas picture. When it was finally our turn, our photographer (Gabbor B.) did the best he could but my toddler is flat on the ground, arms & legs flailing, screaming at the top of her lungs - full out temper tantrum! When another associate came to the rescue with bubbles, we were finally able to get a few decent pictures, none of which though show the true spirit of my girls since they are now past nap time and are over tired. We were also only given one background with maybe 3 poses so the few photos that I do have all look similar. I did purchase pictures only because I didn't want to go through that misery again. Our family has been going to Portrait Innovations for years and have never had to wait that long and have always done a great job. My suggestions would be to space out appointments for holiday sessions especially if they include children - the website does have you include age of your children, so shouldn't be that difficult. My youngest will be turning 6 months in January and I plan to do a milestone and possible family photo session if you care to offer a compensation/credit for my beyond horrible experience today, I will return. If not, I will be searching for a new studio.
Session ID: 00096_[protected]_0006C
- Emily Hall

On November 18th my husband and I took our newborn to get photos made. Our appointment was scheduled at 1 and we sat there for over an hour and a half. This is after I was contacted that morning to move my scheduled time to 1 because they didn't have a photographer at 12 even though I scheduled my appointment online. The pictures were precious don't get me wrong. But my husband and I wanted to buy separate packages which our photographer showing us the photos said we could do. We picked what we wanted, my husband and i split the payment because we each wanted a different package, and they told us to come back in 20 minutes for our pictures. I sent my husband back in to get our photos and he brings them back out to me and there is only 2 pictures of our baby in the package along with 3 different families photos also. He takes it back in, comes back out and it's still not what we had ordered. Longer story short the manager said I could not order 2 separate packages and said that I paid an additional also $40 for one extra picture. He said the photographers were new and wasn't aware they couldn't do that. So I'm still out of over $100 for basically one picture and I'm very dissatisfied. It seems to me that higher ups can atleast give coupons or one free session considering all the cap and wasted money that was spent that day. Not just for my husband and I but to the rest of the families that spent all day there and had the same crappy service as us also.

We were there this morning (11/19) with a 10:15 appointment. We were there a little early and Waite until 1140 before we started the picture process. I have a 3 year old and a 1 year old, I scheduled this time around naps and lunch. By the time we had pictures taken and look at them it was 12:30. On top of all that, the printer was broken so we didn't even get our pictures. You have everyone's phone numbers and emails, easily could have been communicated that you had someone call off and the printer was broke. My kids were very excited for pictures before we left, they were tired and miserable after 2 hours. We just wanted to leave and was told the least expensive way to get the pictures on a disk was with a 70 dollar package, I paid and we left. Now we are exploring other options to getting our pictures taken again somewhere else.

I called to inquiry about my photos. I was hung up on and disrespected by the woman who answered the phone. I called back and no one would answer the phone. Every time I have taken pictures here it is the same woman who is disrespectful and rude. If she doesn't like her job she should quit. I an going to write and tell anyone I know not to visit the location. They are rude and unprofessional.

I just picked up 120 so called Christmas cards from you.

But on the back, where one would write a personal note, they are printed all over with "FUGI premium paper"

Over and over.

All over the back

These are not Christmas cards. These are photos that someone is expected to frame, and the back never be seen. I ordered Christmas Cards. I want what I ordered without all this junk on the back. Looks Soooo tacky.

There is nowhere to write a note. for example:

"Dear Lois, hope last year went better and your husband is out of prison. Do you know, did they ever find all the money he stole? is it true you are moving to the Cayman Islands soon? Very best, merry Christmas"

Please take these back and give me the cards without your junk on the back.

PS I bought the CD with the copyright, so I am really angry that you have also printed on the back "copyright owned by Portrait Innovations..."

When I called the studio to complain, they said this was the printer's fault. So have them remove this printing when you CHRISTMAS CARDS print. And tell them not to act like a little girl... oh gee, that is what the printer puts on. Ok honey, adjust the printer.

Finally, I figure you are going to have 100s of pissed off customers like me when you pull this stuff, so why don't you please fix it now.

These were to go to clients. They look totally unprofessional and not at all like something one would think to send out to family and clients.

And I don't want a credit at your store. I want Christmas Cards. Print them on paper that doesn't have Fugi written all over the back and take off you copyright, which is a lie anyway.

Barbara Behrens
[protected]
The Boulevard, Richmond Heights, Missouri

address: 800 Wenneker, St, Louis, MO 63124

I hope I have been specific enough and not used the words Bait and Switch until now, which is exactly what this is.

If it is a lot of effort to figure out if you are wrong, please see what Walgreens, Vista Print and everyone else calls a Christmas card, compared to what you guys call a Christmas Card.

Arrived at our appointment time to wait over an hour. My son has adhd so I took him walking outside around the building to keep him from having a meltdown (had already been waiting over 30 minutes) while walking we past a photographer on her break, she asked me if they'd started our pictures yet and I informed her no, we are still waiting. She tells me that she was going to offer but when she called her boss she was told no, clock out; we can wait. That was pretty frustrating to hear but I overlooked it. When they were finally ready to take the pictures they happened to get maybe 10 good pictures of my kids, but then my 2 year old started refusing to take anymore because we'd already been there waiting so long. I was told we would have to reschedule our appointment but I don't know that I will, this has been a horrible experience compared to the past.

This is the worst and most hurting experience I ever been through with a business. I am so hurt about what myself and my fiance experience after taking our kids fall photos. I will never and will encourage all the people I know to never do business with portait innovation in Southaven Ms. The manager there and the worst and has a nasty attitude and rush through the photos. They done not care about customers.

I would like to inform you of my experience I had at the Collierville Tn - Carriage Crossing location on October 3, 2017. I scheduled my appointment online and then received a voicemail from an employee asking me to return the call because my appointment need to be rescheduled. When I returned the call I was told I have to reschedule my appointment time or come extra early because she had a 4pm & 5 pm appointment and only one photographer would be there so I then asked why would I not go in front of that 5pm appointment since my time was scheduled at 4:20pm. She then stated “look ma'am I'm just trying to reschedule your appointment if not you will have to wait hours for your appointment after the 5pm appointment and we close at 6pm.” At this point I asked for her name and she began coughing and hung up that phone. I called back she answered and I asked her again for her name and manager name. She told me her name was Natalie and she was a manger I asked if there was anyone over her she stated no there isn't. I asked if I could have upper management or corporate number. She began yelling “Look ma'am you don't have to call corporate all you have to do is reschedule your appointment” I calmly asked again for corporate number and she yelled it out really fast and hung up that phone after saying “Girl Bye”. I then researched and called the corporate number [protected] and spoke with Jessica. I explained everything that happened to Jessica and she placed me on hold to call up to the Collierville store. When Jessica returned to the phone she informed me that Natalie was not at work today 10/3/17 she told me only Gregtoria and April are at the store and that I can go for my appointment at 4:20. I then asked her was any actions going to be taken against Gregtoria since she gave me a false name(Natalie) and hung up that phone in my face saying “GIRL BYE” she then gave me a record number of 43088, and said I can still go to my scheduled appointment. I thanked Jessica for her time and ended the call. I then went to my coworker who referred me to Portrait Innovations and explaining everything that happened she informed me to call the Southaven MS store because she never had any problems like this. I informed her I would just find another establishment to take my new baby pictures at. She then called her Southaven store herself and asked if they had any available appointments today and began explaining to them what happened. So at 2:46 I received a call from April at the Collierville location asking “are you still coming to your 4:20 appointment or not? because you have the Southaven location calling our location”. I asked for her name she told me April and I then asked for her manager name she informed me she was the only person working all day and she is the one who left me the voicemail earlier at 1:25. I informed her that I recognized her voice was different and I'm certain I spoke with another person. She then told the truth and told me Tory is the manger and she was out for lunch and would be back later. So I informed her that I was on the way for my appointment since I was informed earlier by Gregtoria Jones who told me her name was Natalie to come early or that I would be waiting over 2 hours. Upon arriving at 3:06 pm with my 6 month baby and her grandmother we asked to speak to the manager as soon as we walked in that door. No one addressed us with any greeting no hello anything. Gregtoria was on her personal cellphone ignoring us at the front desk. So we asked April again if we could speak to a manager. By this time Gregtoria got off her cellphone, I begin to pick up my cellphone to record the conversation since I was told so many lies from that time I spoke with her. She then began yelling are you recorded me that against the law I'm calling security. So after she called security she went and locked herself into a glass office while we waited for security. When security arrived she immediately informed him that we were threatened her all day on the phone. We couldn't even get 2 words out to even speak to Gregtoria. The reason I'm writing this message is because all of this should not have transpired because of a simple appointment error due to lack of staffing or the fact the website let me schedule online. If Gregtoria is a representation of your company she is not a good one. This would've been my baby first professional pictures and it was all ruined due to Gregtoria and I still haven't received an apology or anything from corporate except for you can still go to your appointment. I think some type of disciplinary action need to take with Gregtoria and April because they ran away a potential customer for just bad customer service skills. Also the fact that she used another employee name who was not at work was bad for that business. Can I at least get a decent apology for the horrific experience when I was only trying to take some pictures of my newborn child. I am outraged and upset that I had to experience this with your company in front of my 6 month old child.

My wife had done a lot of research looking into different photography studios, and looked at this one after a recommendation from a friend. She got on their Web site and was impressed by all the different backdrops that they had. We had planed to do my daughters 3 year old birthday pictures, a formal family photo where we were wearing mostly navy, and then some Christmas photos for Christmas cards. Firstly they had no where near the backdrops advertised, very poor selection. Secondly the photographer put us wearing navy blue against a black backdrop, which blends right in. One Christmasish backdrop, that was not very attractive to say the least, the photos that were presented, we're very poor, we're taken when people were looking away, not smiling, just a host of messy pics. While the photographer was very nice, it was clear she did not know how or was uncomfortable working with children. Needless to say it had my wife in tears and now has to look somewhere else to do a re take.

I visited the Spanish Fort, AL location on 9/30/17. I had made an appointment online for my five year old sons birthday pictures. We arrived and a young black male associate with dreadlocks came and said he would check us in, a few minutes later he said he was doing out session. He did not introduce himself or ask our names or what was the occasion. He asked my son if he was ready to take photos which my son replied "yes sir". The associate immediately scolded my son saying don't call me sir I'm only 22yr. He began taking pics. I had my phn out texting when the associate yelled at me to stop taking pics. That's what he was there for I informed him that I wasn't taking pics I was texting. He continues accusing me so I showed him my phn so he could see I wasn't taking pics. He took 50 or so pics and the majority of them were not descent. We say to look over the pics. I informed the associate that I was I only getting the special Becuz it was birthday pics and I planned to come back in December for Christmas pics. The associate stated that he still has to go through the entire process. He did not try to center the pics when showing me the proofs. When we got to creating the greeting card the associate tried putting the pic in the back ground he wanted. I said this was for my sons birthday can we get a birthday theme. He seemed to be very annoyed with me but he did change the card. My son asked me mom is there a different birthday background.the associate raised his voice at my son and said this is all we have and if you don't want that you don't get nothing. I then said you can't keep being rude to people. He just stated at me. Then began to chose what package he wanted me to have which cost over $150.00. I said no remember I told u about the special that what I wanted since these are birthday pics. He yelled at me and said why did you let me go through the entire process if you weren't gonna purchase this package. I said I told you that when we first say down. The associate say up in his chair and began to argue with me telling me that he knew I asked his co-worker for corporate office phone number and he could tell corporate office what he wanted and you guys would believe him over me. He stated that he could delete my sons pic if he wanted to. I said look I'm not trying to argue with you just print my sons pics so I can pay and leave. He continues to raise his voice and talk down to me finally I became stern and said look just print my pictures. He said this session is over and deleted my sons pics and yelled for me to leave his store. He stated that I was rude to another associate when I entered. I said no I only asked for a phone number. I walked to the female associate that I had spoken with about the phone number and was trying to ask her if I was rude to her. As she began to speak with me saying no man you were not rude to me. The make associate stepped in front of her and was repeatedly yelling Thank you leave my store. He was very aggressive with me and spoke very harshly to my son and I.

On Saturday Sept 30th I brought my 2 children in for the 19.99 special. After taking the pics Marie B started going thru all the packages. I told her I only wanted the one print and nothing more than the coupon price. She tried to make me feel guilty about these being my son's first so called professional pics. I've actually taken better ones on my phone. Then she yelled at my children who I could not supervise bc she forced me to go thru every single package so they began running around as kids do. So then I got upset and told her to delete alk the ones except the print I already chose. Marie ignored me and said "ma'am we have a certain way of doing things" . Then after I have her my coupon code and pain, I realized later that she never applied the coupon. She was rude, inconsiderate of my time and had the audacity to speak to my children who were simply playing w a box of tissues! She was a complete idiot and I believe she was pregnant (or had a giant beer belly) so she's in for a rude awakening if she think it's gonna be easy to control young children. Never ever going back!

On Friday, September 29, 2017 at the Avon Ohio store I was treated very poorly by the individual who run this store. I brought my child there and planned on ordering either birthday pictures or fall pictures. Depending on which poses I liked best. Luckily, we got a great pose with the fall background with the number 2. Win win, got my birthday pictures and fall pictures. The photographer took the mandatory 85 pictures, even though last time it was 75.

When it was time to go through the keep / save poses, is when I was treated like less than a person by Sara.

I wanted 1 pose for the package, and to purchase 1 additional sheet of a different pose. When I told Sara that I was comfortable spending $40 and not $500, she immediately got a bad attitude with me.

I told her I didn't need all those pictures. I told her I learned when my oldest 2 were little and I spent $300 on pictures that sit in closets. I like to have 8 × 10's on my walls and a few to hand out. Sara told me everyone buys pictures they don't need. I told her, "not me".

She then tells me to hurry up because I am wasting her time. Mind you, it's after 7pm, she made the photographer clock out, and no one else is in the store, but me, my children, and her. Aren't they paid by the hour? Who knows, it may be a commission job. Either way, I decided I will continue to go back and only spent $27 just to annoy you. Ha.

So I will be calling corporate on Monday to let them know how these people run these stores.

We had portraits of our grandkids taken on Saturday, 9/23/17 at the Monoreville, PA studio. The portraits were very nice and we ordered $250 worth. When we got the final total, there was a "handling fee" of $29.99 added. When I asked about this I was told, "Well, everyone has a handling fee." This is totally unacceptable. Especially since their printer was broken and we walked out of there without any pictures at all! We were told the calendar and bonus books were free with our order, which I did not even want, but I see my $29.99 paid for them, so they were not free. This is a huge rip off! Considering the large order I placed, there should not have been any additional fees. I really felt like just walking out and buying nothing, but I hated to disappoint my daughters in law who wanted the pictures so much. I still have to go back to collect my pictures when their printer is working. Are they compensating me for this inconvenience? No, they are charging me $29.95. I will go elsewhere in the future for pictures of my grandchildren.