Has anybody ever had a dissatisfied Bride & Groom?

[Mary G Photo]

I have been a wedding photographer for 7 years with 50 weddings under my belt. Today I talked with a Groom that was dissatisfied with his Ceremony Pictures. He said I didn't get hardly any face shots of them when they were at the altar(only there backs and sides). I informed him the day of the ceremony, I asked the Priest where I could shoot. He hardly spoke any English, so I pointed to the front row of the pews and said here ok. He knodded and said yes.They had a Full Spanish Catholic Ceremony, and every Catholic Ceremony I have ever done would NEVER let me go on the Altar.

The Groom informs me today, they were unhappy with the ceremony photos. He stated he told me I COULD go on the Altar during our interview. I told him, if he did tell me that I would've noted it on the contract. I told him, I meet with dozens of people and that is how I could tell them apart. Plus out of past experience, I have never done that. Out of respect for there Pastor & Religion, I was not going to risk going on the altar a dozen times during the 1 hour long ceremony. I did sneak up there one time and got a face shot of them. Not to mention numerous side angles. I shot over 200 pictures at there ceremony.

I told him sorry, I can not take that day back and redo them. I did offer for them to get dressed back up and I could take altar pictures of them again. But that is not going to make up for there day.

Has anybody ever had to deal with this kind've situation. There is a part of me, that I feel he is trying to get a refund out of me. Even though I came through on everything on the contract and what was promised. Can I get some words of wisdom!:(

[The Mack]

I can understand how you feel upset, but if they signed the contract and agreed to it then it's their job to point out those kind of things ahead of time. I wouldn't give a refund, but I'd offer to reshoot like you said. If that's something they want to consider.

[TTk]

Dont get upset and dont give a refund I am not saying they are conning you but i had the same some 2 years ago, the bride liked the photos and family did to job done. Wrong the groom phoned some 2 months after and said that the photos were disapointing and he wanted a full refund or else.....Cut a story short he was well known for haveing/doing things and then conning the money back, He got told OFF MATE......You had a Signed contract and done the job, stand your ground..

[Robert16]

You had a Signed contract and done the job, stand your ground.. +1
Words of wisdom are seldom my speciality:D but I think that your feeling about this customer is correct. Do not offer a refund or any money off. Some people will try it on whenever they can.

[Mary G Photo]

Thank you so much for the Words of Wisdom..... Everybody. If they wanted specific poses, I would've put it on the contract which it was not on there. That is a major thing of Altar Photos, I would've written down. Also the Example Album that I showed him, the couples back were to the audience and there was only one face shot of the at the Altar. Just like there Album I gave them. So he knew what he was getting. Thanks again.

Mary

[spcalan]

Here was my situation.
Did a wedding, went great.
Payment 100% up front.
The bride decided she did not want the 8x10 album ( because she was low on cash , I offered refund of my cost of the 8x10 album and print costs.
She wanted 1/2 of $1100, because she didnt want the 8x10 album.
After showing her my contract, talking with her husband, MOB, and bride. I agreed to refund, $100 more than original refund.
Still unhappy. Then she said it was the photos she didnt like, not the fact she didnt want the 8x10 album.
I wrote her a check for 100% refund.
She then asked can she have the photos and a CD, haha.
I told her I would sell them to her.
She did.

[IndyJeff]

I imagine if you met with them and they had all of the photos you could go thru them one by one and each one the disapproved of, set it aside. Then based on the percentage of photos they disliked, issue an equal amout of refund.
I'll bet once you agree to refund their money and begin to gather up the discarded photos and let them know that they will not be able to KEEP those prints, they will change their tune.

Another way would be to return all photos, and give back a 100% of the fee, just don't give them this option ahead of time to prevent them from scanning them in or having copies made.

[spcalan]

Her proof album had a huge @ symbol in the middle of all of the prints ( no scanning there ).
I knew something was up.

[jlozano180]

I am very surprised that people do this, I would not give them a refund. If its in the contract, then game over. If they did not read the contract, then thats there problem. As long as you shot the pictures that you promissed, then you should be good to go. I'm doing my first wedding in july for a guy at work, I hope that we wont have a problem with each other after the wedding.

[Mary G Photo]

Thank you everyone, I did not hear any complaints from the Bride and Groom till 3 weeks after I gave them there Photo CD. Now I just gave him his Custom Album yesterday. So there is no way, I can't take back the photos or take out the ones they don't like. Plus its not that they don't like the photos, the accused me of not taking ones that they SUPPOSEDLY they asked for. I told him if he asked for something specific I would've put it down on the contract. Hence the contract has no specific requirements. I won't be giving the a refund, I held up everything on the contract and did my job.

[IndyJeff]

Just out of curiosity, did he have a copy of the contract? Did you point out what you said you would do and his or her signatures on said contract?

How big are the files on the CD? If not large enough to get a 4x6 from then ask if they are willing to give everything back. If they do and come back later wanting them, I would double the price saying that I had to have everything printed over again LOL