Wedding pictures complaint... first one :/

Recently I've sent a complete wedding album to a couple. I was pretty confident, since the pictures were generally OK, some of them I could even call "really good". There were a few minor errors (such as two people dancing with one of them being slightly OOF, or a shot from the church, which I turned into B&W instead of colour), but all in all it was a decent wedding album.

A few days ago the couple sent me an e-mail, saying that they mailed me back 40 (out of 104) pictures that they demanded "being re-done". It hit me as a suprise, since I wasn't feeling unsure of the album. Today I finally got the package, with each photo wrapped into a page, describing errors and suggestions for correction. I was feeling a little bummed, since most of the comments were purely taste-based or even spiteful. Some examples:

- I know you are using Photoshop, and you could retouch the teeth on this photo. Why didn't you do it the first time? (about a portrait of a person with brownish teeth)
- The grain on this photo is terrible, like from a cheap, 2mpix camera! (about a picture of a guest, from the church, with artificial grain added in postproduction, not a result of high-ISO)
- This picture is too dark/not lit properly (about photos that were properly exposed, the foreground being lit slightly better than the background)
- This photo looks like it was taken at a funeral! Our friend, a professional photographer told us, that you can't make B&W pictures of old people! (about a pic of the elder family, sitting in the church. The photo was indeed B&W)
- The hand on this picture is moving! (about a picture where the Groom is embracing his relative, where his hand is indeed slightly moved - the rest is in focus)

I might add, that the couple already received all the pictures in digital form. Now they demand all of them being re-done, the quality upgraded ("I want a version of this picture that was taken with a flash!"), the sharpness improved + they want additional pictures, that didn't make it to the album.

The main reason for this complaint is, I think, the fact that our cameraman (we form a duo and serve weddings as a photo- and videographer) didn't give the full, unedited video to the couple. Their mother DEMANDED it at the wedding party (saying she wanted to create her own version of the video), while being a little drunk, and generally used very harsh words. She suggested we didn't want to give out the unedited material, because we recorded ourselves cursing and laughing at the guests... We politely said no and continued to film/shoot for the rest of the night (even staying 2hrs longer, than we usually do). After a week we've got an email from the couple, requesting (this time, politely) the video be handed to them. Again, we declined, and the conversation ended. We've sent the finished video and pictures, and the outcome was as described above.

Bottom line is (sorry for a lenghty post, I'm just still shaken by the whole thing) this - I've made a good album, with only a few pictures that I honestly screwed up (say, 5 or 7 out of a hundred). The only reason for the whole complaint, I think, is the fact that we didn't give away the unedited video. I never got any returns from my customers and the couples were always happy, even when they received worse pictures than those mentioned above. Only once the couple wanted some more photos of a relative, that I've omitted in my reportage - no returns whatsoever.

The big question is - how should I respond to this claim? Should I pretend to feel guilty and correct the pictures I consider good enough? Or should I listen to my inner feeling and just ignore the complaints I think are malicious? I never wished any wrong to any client and I want to play this safe, no fighting even if the Couple isn't polite. What are your thoughts?

I'm no wedding photographer but what did your contract lay out?

Did you show them former work and exhibit it as what they could expect and did you deliver on that?

If so did your contract stipulate that there would be additional charges for any work above and beyond what was promised and delivered?

Like I said I'm no expert but those are questions that come to mind.

If your contract had the things I mentioned and you delivered what they were entitled to then you can tell them you'll do whatever they want for $60/hour lab work and the additonal cost of prints etc.

If they're not happy with that what else can you do?

If you wish to stay in business, and you want to get a not-negative referral from the customer, you try to increase their satisfaction and willingness to 'work with them'. Or are you willing to burn bridges?! Work with them...within reason, of course!

Boy that's got to be tough. You want happy customers because I imagine bad word of mouth would kill your business. I hope you can find a solution that makes you and them happy.

Chalk that up as another of many reasons I'd never want to shoot weddings!

For the video, if it doesn't affect you to give out the unedited version (as in all her comments are false), you can offer a personal use editing license and unedited video for xxxxx dollars. Likely your contract states that you will provide the finalized video, if not, you will need to readjust that contract for future weddings.

For the photographs, explain to her (kindly) that you made creative choices that come from xx years of experience. You're the photographer, they are just people that read something somewhere but have no real experience. Also explain to her that individual retouching will be extra and must be accompanied by specific fixes they want. If you think it may affect the business, you can offer a discount on additional services (lets say you give them something of equal value for those 5 shots you messed up).

And regardless of the outcome, time to re-check your contracts to strengthen them against this type of situation.

My experience (over 1100 weddings) tells me that, no matter what you do & what your contract says, you'll have a tough time pleasing these people. I can only hope that your contract (Agreement form) has you covered on all issues here. You can try to have a sit down face to face talk with them & try to figure out what is really going on. You might be surprised.

Your in a tough place, do the best you can!

It sounds like you don't offer bound albums... and this might be a good time to start doing so. I have my clients sign off on the album pages proof saying that they are pleased and content with the quality and layout of the photos. It keeps both of us happy as they can bring up any potential problems with me before I spend money and time getting prints. Best of luck!~

Tixeon wrote in post #5938599
My experience (over 1100 weddings) tells me that, no matter what you do & what your contract says, you'll have a tough time pleasing these people. I can only hope that your contract (Agreement form) has you covered on all issues here. You can try to have a sit down face to face talk with them & try to figure out what is really going on. You might be surprised.

I sometimes do believe that some people can never be pleased and no matter how hard you try you will get a negative or no recommendation from them. You can usually pick these people out from the types of comments they make.

I am not a wedding photographer so I don't get this as much, but I will try to work with customer as much as possible, even beyond normal if they are civil and tell me the issue with courtesy. These are usually the best customers and referrals as they will not only tell others I did a good job, but that I worked with them to make sure it was a successful job.

This is I believe one of first types of situations. No matter what you're going to get a negative. Just do the minimum, cut them a deal and give them reduced files, let them go on their way.

Agreed. If you talk to them and are willing to work with them, your business will stay afloat. Also remember that if you talk to them in person or over the phone, they won't be nearly as 'tough' as they are in email/written form! I've learned that while aiding a friend with a photography issue. They're all big and bad about it when they're not directly speaking to you

Thanks for your answers, they really opened my mind to a few things...

To answer some of the issues brought up - my contract (agreement) states that all creative decisions are made entirely by me, so I'm the one to blame. I honestly think if I'd redo every photo that the customer wanted to be redone, I'd still be retouching my first wedding But as I said earlier - this is the first time that even a single photo was sent back to me.

As for the video - we offered a buying option for the unedited material. The couple refused to pay for anything other than the DVD disc it was recorded on.

And yes - I showed the couple my previous work. Problem is - the pictures I showed earlier were arguably worse than my current work. I've gained experience and gear, so the photos I took at their wedding were of course better than those, which served as a "demo".

As some of you said earlier - there is nothing I can do here, that would make them refer me to other clients. That's what bugs me... :/

Heck. I wonder if their friend "the professional photographer" might possibly have wound them up - trying to show off by pointing out all the things he/she thought were wrong with your work??

I think if I were in this position I'd make a time to go and meet with them face to face and nut it out. Like madhatter said - they might be quite a bit more reasonable in person. Good luck!

I'm a little curious. Could you possibly post the photos?

re giving out unedited material: I would, as a graphic designer, consider this to be similar to giving out my native files... not to be done at all, in my opinion. And putting an unedited video in the hands of an amateur to hash up would do more damage to your rep than refusing the request. I'd explain that they are paying only for 'finished' files - the rest belong to you, unless they are willing to pay the hefty price for a full copyright buyout. This is kind of like buying a car and expecting the complete factory 'build' plans to be thrown in in case you want to build your own car, lol.

I definitely word my contracts as to what the customer is entitled.

Cheers, Chris.

I agree with Tixeon thay won't be happy, I think the so called Pro Photographer friend are pulling there strings and this will carry on and on. In the end thay will be asking for a refund, good luck.