Any suggestions?

Shot a wedding about a month ago, gave CD with high res jpgs and asked bride how she liked them. She stated that she didn't get to look thru all of them but the ones she saw she really liked. Comes back a week later and states that we didn't get any pictures of the bride and groom. She hands me the CD and I go right to the Bride and Groom shots during the ceremony (42 with just the 2). She then states, "not those, the formal shots after the wedding". I then prodeed to show her 6 formals with her and the Groom and about 40 more with Groom, Groom and Family. She then abruptly states, "Well they all just suck!" and she demands more pictures of her and the groom. She then emails me later and states the Groom wants the money back and the Bride wants to know what else we got before she decides?! ( I had previously done her engagement pictures with no issues...she loves them).

I gave the pictures to my friends who also do weddings and they stated they didn't see anything wrong, they actually thought they were pretty damn good, (which is what I thought). I then discovered my "suck" pictures are all over her facebook site.

What would you do in this situation? I've never had this happen before.

Well I definitely wouldn't do much of anything. I mean, she paid you to take wedding photos, you took them, she's had them, and now you keep your money.

I'd explain to her in an email that unless you didn't provide something that you said you would provide, then there is no call for any sort of refund. Say all of this diplomatically, and end on a high note (something about how you loved shooting their day -- maybe a specific detail you remember) -- but you have no reason to give a refund unless there's something that she knows that you aren't telling us.

Bobby

Did you ask exactly what, "they all just suck" means? If they are technically sound (sharp and exposed properly) then this is just a matter of creative control. What does your signed agreement say about this?

I just can't picture somebody saying this and following it up with a demand for a refund without you being a bit more inquisitive.

shes made a copy, and wants to return the disk for a refund...

If the photos you presented to her before the wedding are of the same quality as the ones she hired you to take, then she received what she paid for.

My guess is she's just taking her frustrations out because something didn't go right at the wedding (...or afterward).

gravy graffix wrote in post #9678032
shes made a copy, and wants to return the disk for a refund...

+1

photagraph wrote in post #9678124
If the photos you presented to her before the wedding are of the same quality as the ones she hired you to take, then she received what she paid for.

+1

When you say "they're all over facebook", Is she dissing them on f/b? What are the comments people are putting?

I wouldn't refund them anything. Assuming you did your job as to what your contract states, and the quality of images you showed them in your portfolio is the same quality that you gave them... then they don't have any reason to ask for any kind of refund.

Did you give get just a cd and no proofs? Maybe she went some two-bit dirt cheap lab and the developing looks awful - and maybe (not knowing any better) is blaming you for poor images?? I hope this is the case but deep down I think that (if what you said is the whole story) they maybe spent too much on their wedding and wants some of their money back, or some A**H*** convinced her/them that someone else would've done a much better job, or like gravy graffix said 'they copied their cd' and are going to try to pressure you into give them a refund? I don't know - but she seems to be giving a lot of excuses as to why she's unhappy... and when she's proven wrong - finds something else to complain about...

DON"T CAVE IN!!!

Take a screen shot of her facebook page, just in case. If they really sucked she wouldn't have posted them. Other than that, what Bobby said.

photagraph wrote in post #9678124
If the photos you presented to her before the wedding are of the same quality as the ones she hired you to take, then she received what she paid for.

This is the key. If it were to ever go to court, this is what it comes down to.

What does your contract say? Did you guarantee satisfaction? Can we see the pictures?

My hunch is that there is no contract? Even still, don't be bullied into thinking you need to give ANY refund. Like everyone is saying, if you provided what someone would reasonably expect you provide, you did what you were supposed to do.

Grab that screenshot ASAP!

As has already been said by the collected wisdom here, it sure sounds like she's looking for a "freebie."

I'm sure you followed some sort of verbal/written list of shots she expressed during the day, which included the ones in question. But the key thing is the terms of the contract. What is stated there?

Subscribing to see the outcome

Did have contract and does not "gurantee" anything but high res pics delivered on CD. I offered to re-shoot "formals". She stated that she wants to think about it over the weekend. I'm beginning to believe what everyone else has stated here. But I think it's the groom pressing for the refund, bride wants the pics. I'll keep you posted on what happens on Monday.

Forgot to mention, did have list of requested pictures to be taken. List was exceeded.

I wouldn't offer a reshoot of the formals even -- unless I did something wrong, I suppose. Don't be bullied. They likely need to be convinced that you are a real business that won't be pushed around. Give a little and you won't ever stop hearing from people like this

Bobby