The Picutre People San Jose California Review

My family and I went into The Picture People located in Oakridge Mall store # 353 address provided was 1001 Oakridge Mall, San Jose, Ca 95123 on 11-18-07 and were waited on at 1:30pm. nOur pictures were taken and done by 2:00pm. We finally began to view our pictures at 2:20pm. In the middle of looking at our pictures we were informed that the system had to be shut down because they were experiencing some type of problem WE WERE NOT TOLD WHAT and that the system would be brought back up in ten minutes. Slight inconvenience. nThe system was turned back on and we finished our selections. We were then told that our pictures would be reading in ten to fifteen minutes. While waiting for our pictures I noticed The Picture People Guarantee on the wall which states that YOU WILL RECEIVE YOUR PICTURES IN MINUTES AND NOT BE PRESSURED TO BY PICTURES YOU DO NOT NEED. nWell first we were pressured into getting a package that we did not want but finally did agree to it. Second we did not receive our pictures for FIVE HOURS. nOn our visit we were lied to on several occasions. First we were told at 4:00pm that their system had just crashed and would be another 30minutes before we would get our pictures. Later we found out that the system had crashed at 1:00pm so the store new that there was a problem before we even arrived for our photo shoot. nSecond we were lied to every time they informed us it would just be another ten minutes before we received our pictures. Again we were there for over five hours. When we finally reached the point of our frustration we asked to speak to a manager as now at this point we were beyond mad. This was around 5:00pm. She her name being Edith informed us she was the manager and began ringing up our order as of yet this had not even been done. This took Edith 30 minutes alone. nAt this point I asked her what she was going to do about the fact that she had a Picture Promise Up on the wall that stated that we would receive our pictures in minutes. Edith stated all she could do was provide us a free sheet. I explained that was not good enough. We did not but a PROMISE GUARENTEE up on the wall THEY DID. She made no attempt to contact anyone else to verify if anything else could be done. nAt 6:00pm we were finally given the last portrait that we ordered which was a family wall collage. It was not even the one we had selected. I will admit at this point I was beyond mad. I took the picture back to the counter walked right up to Edith and said “FIVE HOURS WRONG PICTURE FIX IT NOW””. Edith took the picture from me and walked to an order booth. Two other ladies who worked in the store at this time were standing at the register and began talking about me. I asked them if they were going to speak about me please have it be loud enough so that I can inform the BBB just exactly what they are saying. They at that time with smug looks on their faces informed me they were the manager’s. nAt this point I said well Edith informed me she was. She stated that all three of them were. I said that this was ridicules and stated at this point we should have our pictures for free and again brought up the guarantee on the wall informing them that no where on the wall did is say unless our systems go down you will get your pictures in minutes. They stated that they would call their district manager. nI at this point was extremely mad and beyond speaking with anyone further and left the store leaving my husband and mother to finish the conversation. When my mother Linda Leeper who the appointment was made under came out I was informed that they were given a 50% discount. I will admit I did not accept this and do not feel that it was sufficient after all the lies we had been told while in their store. nMy mother still paid over $250.00 for what I will refer to as the worst service I have ever received. Smug faces on the employees

rude service and continually being lied to. AGAIN THEIR STORE HAS A PROMISE OF PICTURES IN MINUTES UP ON THE WALL and it doesnt state should our systems go down we will have your pictures to you in minutes. Also after going through the pictures and the receipts we were overcharged in the beginning and after the SO CALLED 50% OFF. nTHIS IS A RESPONSE I RECEIVED: nIn response to Ms. Borge’s complaint

I spoke to Edith about the experience. The studio was having ongoing IT issues. Each time IT gave the studio the green light to continue working

and after a few minutes the studio found additional computer problems. Each time the customer was made aware of the problem and the fact it was still not resolved. She was not lied to; the system had crashed at 1:00

had been repaired

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