Searsphotos.com reviews and complaints

In Feb. 2011 my husband and I took our baby to Sears for a photo session. We ordered a few photos there and decided to wait to order others after allowing family to view proofs online and determining what they wanted. They told me to allow 72 hours for photos to be posted online. It took 2 weeks and 2 emails to get them posted. No apology. Next we ordered a very large order and waited. And waited. So, one rainy day I came home to see trash in our yard. When I went to throw it away it was my photos. This place sends your photos in a flimsy cardboard envelope and doens't require a signature. I have had my son's photos taken at several places and when ordering online they were sent in a bubble wrap lined, waterproof envelope via UPS or FEDEX and I had to sign for them. These were soaked and had grass all over them. I sent 2 emails to notify them of the problem and of my intention to send the ruined photos back and request I get new photos sent. I never heard back from either email. After getting no response I just went ahead and mailed back the photos with the return sheet and made sure the address I returned the photos to was the one on the return form. I also sent the photos in a much more sturdy package than the one I received. All of my packages sent out that day made it to their destination just fine. After weeks of waiting my husband called to ask why we had heard no response and what the status was of our order. They claim they never received our return envelope. *Guess they didn't get the 2 emails notifying them of the situation either-hmmm? So my husband explained the situation and asked for the photos to be reprinted again and this time to give us some sort of discount for all the hassle and the fact we had to pay to ship the damaged photos back. They said they couldn't give us any discount for the inconvenience. Wow. So we waited again. And more waiting. Finally, my husband called again to find out the status. Even though there is a record of us calling about the situation no replacement photos were ever issued. The lady told my husband she would put a rush on the order. Again, no apology, no offer to discount the amount. So we waited over two weeks. We called again and were told we would get a call back. Never heard anything. So we called again. And here's where it gets fun-- because it's been over three months our photo proofs have been erased and despite all the emails, the return that they *claim* they never got, and all the phone calls, no one ordered a reprint. That means we will never get the photos of our son from this session. I am heartsick; my son gave one of his first "real smiles" to his daddy during the session and I ordered a giant print to fill a wall we have of him for every month of his first year. So there is now no professional portrait of him for 3 months. The lady from customer service did, however, graciously offer to refund our money now that there are NO PHOTOS. Did she honestly think I was going to let her keep our money? This company is AWFUL. I've asked all my girlfriends and they too have never received photos packaged so poorly and with no signature required. Please, please don't order from these people. Either order your photos so that you can pick them up in-store or go somewhere else.