First unhappy bride... what to do?

[Tiffany]

Well, at the end of my first year I've finally gotten my first unsatisfied bride. She booked me last minute for a 4 hour cheap package I no longer offer. I arrived, expecting the usual small, intimate wedding that most of my "cheap package" brides had - instead found it to be 150+ guests, full fledged wedding with a $7,000 food/room budget - which she complained that after 2.5 hours they were "running out of food".

She booked me for one hour before the ceremony, and when I arrived she wasn't even dressed. I did getting ready shots, etc., and was informed they wouldn't be doing any posed shots before the ceremony. After the ceremony, while they had the receiving line she asked me to go with the bridal party to the hotel bar and "take pictures of them." I took some candids, a headshot of each person, a few group shots of the bridesmaids - but for the most part they were not interested in pictures. The B&G gave me approximately 20 minutes to do all formals and family shots - and then proceeded to mingle and have toasts with their wedding party (which I shot as well). Back to the reception where the B&G didn't move away from the head table until the time for the cake cutting and dance.

She also promised day off payment, but when approached for payment said she would have to send me a check. Two days after the wedding she was asking to see the pictures - I provided her with my normal preview slideshow and then reminded her that payment had been due prior to the wedding and I would not edit her images until she paid. I stayed an extra hour and a half (billed for one hour). She did eventually (a couple weeks after the wedding) send a check and I added her to the queue for editing and gave her an estimated date.

Here's the preview: http://www.allurephotographystudio.c...elanie&ray.exe

Now, I have provided her with her online gallery and high resolution CD within the time frame of my contract (barely, but I did make it based on payment date). She received 280 images, approximately 100 more than I had estimated on my 4 hour package. She has informed me that she is "unimpressed with the variety and quality of the images." I responded that I felt the variety of images accurately reflected the happenings while I was there, but if she felt something was missing I would be happy to hear it. I also said I stand by the quality of my images and offered her a choice of 5 8x10s or a printed proof book to verify the printed quality. She has now responded that she doesn't like "even 5 images" and wants a 50% refund.

I'm not sure how to handle it from here. I'm not prepared to give her even a a partial refund as I upheld my side of the contract. I'm willing to give her some prints to verify the quality of the images, however she has a CD of the high res files and could easily have made prints or copies of the images. How would you handle it?

Here are a few images, as well, CC welcome.

[joegolf68]

You're lucky, you didn't marry her!!! Sounds like she took you CD and made pictures so as to save money. I'd say sorry, I stand by my work, quality and contract, see ya in the People's Court, lol. Seems like a poor business decision to give them a CD which would allow them access like that, instead of proofs that are crippled for use.

Oh, as for my old man bigitory, the tattoo would have made ME leery already of her. I know, I know, a different age, but that is me, and more often than not................. ok, I'll stop as I have already ticked off about a third of the forum with the tattoo comment, I'm sure.

[Tiffany]

I have no problem with her making prints from the CD - it was included in her package with a release to do so. If, for example, she had been dissatisfied with the images in her preview immediately following the wedding, I would have been more inclined to consider a refund. However, now that she has the CD and all her images, I'm not willing to give her one. Just not sure how to deal with it here. I feel confident my work would stand up in court if she were to sue, prepared to show up with large prints and proof books of my weddings to compare - but what a hassle! Thanks!

[ofdphoto]

Looks like you did a great job, especially given the circumstances. Definitely no grounds for complaining there.

Sounds like she's just short on money and wants to get a bit out of you. I agree with joegolf ... stand by your work and your contract. She saw your portfolio (I presume), she saw what happened on the day, what can she possibly expect? Try to warmly invite feedback (useless as it will probably be, but it might calm her down) but say you captured what happened on the day and can only offer refunds if your camera fails and you lose photos.

[tazzman270]

You have done fine. Too few people appreciate quality and service.

Quality and Service are remembered long after price is forgotten.

Stick to yer guns!

[tim]

Based on the few images you posted here (I didn't look at the show) the work looks good to me. I'd tell her either:
- that because of time pressures and lack of time on the day she didn't receive the usual range of images, and that she had been told about this, or
- the images are similar to your portfolio images, and that you're happy to stand behind the quality of your work.

Keep an eye on the message boards near you and the knot, if she posts something bad contact the board ASAP and they'll take it down to avoid a lawsuit. If they don't then post a reasonable, measured, polite reply.

"karensimmons" (newish member here but an established pro) would be a great person to get a comment from about this, hopefully she'll be along before long.

[tim]

Oh - if you want to be ultra nice and avoid her bad mouthing you, offer to do a free portrait session, her in dress or whatever. Unhappy customers tell ten times more people than happy customers.

[bpuppy]

Paragraph 2 in your post above describes why she might not love the images ... you're not a miracle worker. I would basically say that same thing to her and politely refuse to give her any refund.

Lesson? Don't give them ANYTHING until they are paid in full AND don't shoot budget brides.

If people can't pay me my full rates for a full day, then I'll just have a lovely weekend to myself, thank you very much

[jessiper]

I would have looked at the link, but it wanted me to save it. I like the images you posted, and don't see why she would complain. They show your creativity, as well as good technical skills. One question I would really like to know the answer to is, did she give you any hint of her attitude before the wedding? Was she demanding, or witchy, or...? Luckily, I haven't had any pissed off brides, but I would be careful because she will tell lots of people. I think the suggestions of offering her a portrait session in her dress, and printing up a 4x6 album for her are good (pick one). I wouldn't give her a refund, though, especially not 50%! Good luck. Hope it works out well.

[jessiper]

BTW, you took something that doesn't look very nice or interesting (the hallway w/the windows), and turned it into a very nice photo of them.

[Fade2]

Wow the pics look great!
She's just a ........oh well you know!
She ought to be thanking you for showing up and adding a nice fat tip!
She seems to be one ungrateful person!
Did her husband ever speak up?
If not now he never will.....I'll give em 3 years! lol

[Salleke]

Originally Posted by Fade2

Wow the pics look great!
She's just a ........oh well you know!
She ought to be thanking you for showing up and adding a nice fat tip!
She seems to be one ungrateful person!
Did her husband ever speak up?
If not now he never will.....I'll give em 3 years! lol

3 Years? That much?

Very nice work Tiffany and don't let you intimidate by this "Lady"

Good luck and Happy Hollidays ...

[Tiffany]

Thank you, everyone. I really needed the feedback. I actually like several of her images and consider them portfolio/advertising worthy - so I'm shocked that she can't find "even 5" that she likes! The part that really sticks out to me is she didn't say anything after the preview slideshow which she received 2 days after her wedding - and she also didn't say anything after she previewed the images in the online gallery. It was only after she received her printable CD that she now doesn't like the images. I really feel that she's just trying to get some money back now that she has the end product. With the CD, she could even return the CD but that doesn't do any good, as she could have made copies.

Prior to the wedding she was very blunt and matter of fact, not as friendly and chatty as most of my brides, but I didn't see that as a red flag. Some people just "take care of business" so to speak. It was only on the day of the wedding that I started to see some problems - like telling me she'd have a check at the wedding, then not having it, complaining about the food, being very uninterested in photography. After seeing what she spent on everything else, I had concluded the photography just wasn't that important to her - though I didn't change my work for her, because photography *is* important to me and I want to deliver the best product I can. It wasn't until after the wedding that things changed.

The idea of the portrait session is a good one - though I'm not sure I want to see this bride again! Plus she was about 4 months pregnant at the wedding so I'm not sure if her dress would still fit. Since she has expressed displeasure with the "quality" of the images I feel prints is the best thing to offer as I know they will print beautifully and it's a lot harder to argue quality over something tanglible vs. images on a screen.

Wedding photography is so fickle at times - the day before I go this bride's email another bride emailed me a list of images for her album with the comment "it was so hard to narrow the list down to 65 images - I love them all so much!" and she only had about 300 to chose from as well!

I had already changed my policies for next year, but this wedding just confirms my thoughts. I am even splitting from my partner because we have such a difference in opinion about the CD vs. prints. As of next year the CD is an add-on (at a higher price) and I'm focusing more on offering printed proofs and albums. I just have to get through this bride!

[jamiewexler]

I disagree with everyone that said give her something for free. In this case - seeing the quality of these photos - you did your job in a competant manner and have fulfilled your part of the contract. Giving her something for free makes it seem like you did something wrong and are now trying to "make up" for it. If you work is consistent with other weddings you have photographed, and with the samples she saw, then she doesn't have a leg to stand on morally or legally.

My response would go something like this:

"Dear Bride,

I'm actually quite surprised at your feedback from your wedding photographs. As I was going through them, I was very happy with how they turned out, and felt that they showed the consistent high quality that Allure Photography has become known for. In fact I like a few of them so much that I was considering using them for my online portfolio!

Therefore I will not be able to meet your request for a refund in whole or part. My studio has exceeded the terms of the contract both in the time spent at your wedding (I stayed and extra 1/2 hour at no additional charge), and with the number of photographs delivered (almost 50% more than originally promised). I have also completed the terms of the contract by delivering into your hands the digital files.

I wish you all the best in your newly married life!"


And about her talking bad about you - folks will visit your website because they'll want to see for themselves how "bad" you are. When they do, I'd be willing to wager that a few of them decide to "take a chance" on you

The only bad publicity is no publicity!

[cosworth]

Do nothing. Wait for her to come around or decide to walk away. Politely tell her there are no refunds incolved with this shoot since nothing has been done except the base shooting.

Put your back against the wall and just be polite, refuse the refund and she'll make her mind up soon whether to buy these shots or have nothing from her wedding.

I had someone tell me once my shots were emotional blackmail. Don't think of it that way, think of it as you showed, you shot. She can take the images she likes. If she doesn't like more than 5, then she can buy 5 on TOP of the money paid for your time.

Pretty much like everyone else has said. Protect your integrity, be polite and firm. Keep the upper hand, but don't exacerbate any issues.