Sorry To Bring Up Again Need Advice On Olan Mills Situation

7 Replies
Rabbits07 - June 14

I called the studio this morning (which took 45 minutes to get through) and they still claim that my order just hasn't arrived yet. I told her that I called customer service on Mon. and they said my order had been delivered to the studio on Fri. She put me on hold and come back and said it was not there, that they were expecting a shipment later today and to call back then. I called the main customer service again and explain to this rep about my order not being there. Well, she says that it was shipped on the 7th , but takes 7-10 days to arrive so I need to be patient. (this is contrary to the 2-3 day delivery time I was told on Monday). So I tell her I was told on Mon. that it had been signed for at the studio on Fri. She puts me on hold and comes back and says she can't find any record of that and I just need to give it time. (Oh, and she also said when I first called that there is no record of the online complaint form that I filled out either). I then asked to speak to a supervisor and was told that I could not speak to a supervisor immediately, but they could take my info and one could call me back in 3-4 business days. Which would mean I would get a call back probably sometime early next week if they don't lose my info. Thus far I've not been offered an apology for anything. I'm wondering if I'm going to be offered any sort of rest_tution for all this trouble (not to mention the lying). If they don't offer, do you all think I should ask for something...refund, or free pics, etc. I usually have my kids pics made on average twice a year and in 15 years I've only had complaints like 3 times and the company has always offered something for the trouble. What do you all think?

 

Bonnie - June 14

I don't think you should specifically ask for something as that will just make you look like trying to get something for free, KWIM? I would write a long detailed letter to the supervisor and one to corporate office explaing about how you were treated and that you were not even offered an aology and lied to repeatedly. Let them know that you would never recommend them to anyone and may even considering a report to the better business bereau (sp?) and if y ou still get no apology or better, than I would definately report them.

 

Rabbits07 - June 14

Yeah, I know what you mean...that was my worry was that it would look like I was lying about what I was being told just to get freebies. (especially since they claim they never got my complaint e-mail and have now reversed the delivery date I was given on Mon.) That really disappoints me as the preview pics I seen on the monitor were sooooooo great and I was planning on getting a couple of extra sheets of another pose (I already purchased 3 exrtra sheets besides my advertised package) but now I hate to give them my patronage....that's why I was hoping for a free couple of sheets to be offered!

 

Ginny - June 14

I would tell them up front that you aren't looking for a handout, but that want more pictures but can't give them any more patronage. Be hoest, firm, and polite. I can't believe their customer service is so poor that no one STILL has bothered to apologize! That's a major company, too.

 

Ginny - June 14

haha! I meant honest. Let us know how it works out.

 

HannahBaby - June 14

It seems like this company doesnt care much about their customers. I dont think they will give you a refund, But do you really want free pics from a company that has done nothing but lie to you and give you all this trouble? I think you should get your pics, cut your losses, and never go back there again.

 

HannahBaby - June 14

p.s i wouldent write to the better business bureau, they are more about attacking businesses who are breaking the law ( i had a boss who would hold our tips until the counted the drawer, if the drawer was short he took if from our tips, totally illegal, and we reported it) Lying, unfortunately, isnt against the law

 

Maggie - June 14

I had a big problem with Olan Mills also. They take beautiful pictures but their business practices are horrible. I think that you would be better off dealing with the supervisor at the studio that you went to. When I had my son's pics done a few years back I took him to the olan mills at k-mart, and I had to wait 4 weeks for the pics which totally ruined the Easter gift that my dh and I were giving our parents. When I went to get the pics I mentioned it to the supervisor and they told us to come with our parents and they would only charge us the sitting fee. I got a lovely portrait of our parents with my son. Maybe you are just dealing with some dumbies. I hope they give you some kind of refund or coupon. Another thing you can do is go to the main store where the olam mills is located and file a complaint with them. If their studio was in a Sears or K-mart, then I'm sure the department store will be upset over this, and I'm also sure you would not be the first to complain. Good Luck.

 

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