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| - They have a pet policy that requires you to be there before the place opens or after the place closes. Fine. Nbd. The problem is that they schedule you for this and then don't bother showing up.
The first time I scheduled, I tried to call to say I would be a little late but no one answered. I called and called and called and finally at 10 someone picked up. I said I'd been trying to call for 1/2 an hour and since no one answered, I went home assuming no one was in the studio. I was told that of course no one answered, they didn't open until 10 and that she "was at the bank at 930 anyway." I was confused as to why they scheduled me at 930 if they were "at the bank anyway." I rescheduled regardless.
I went in the second time, only this time I showed up closer to 10 since they don't answer till then and go to the bank at 930, and I was reminded of the pet policy repeatedly and almost denied to do the appt.. I understood the pet policy, and agreed with it, but based off the previous "almost encounter", I was just following what I thought was their protocol.
They ended up agreeing to take our pictures in which I apologized profusely throughout for the time misunderstanding, then my dog freaked out, ran out of the studio, and down through the mall. When I caught him and brought him back, they politely asked me to reschedule. Understandable. It was a disaster.
Rescheduled, showed up at 925 since I felt so bad about the last time, and the gates were closed and no one appeared in the studio. I yelled hello a few times into the gate, called (even though they don't answer till 10), and waited. Waited till 10 am when Sonia finally opened the gate and told me she never had an appointment that morning. Being as I waited 1/2 an hour, I was a little upset. When I tried to get things straight I apologized a few times for my upset tone in which she replied, "it's ok. I deal with people like you all the time."
That's when I got really upset. She was very rude, she had ZERO customer service, and no matter what I tried to say or apologize for to ease the conversation or try to make it pleasant (since I'm in retail customer service myself, I know the importance of that), she was not having it.
I felt a little uncomfortable re-rescheduling because I thought, "she's going to put a note on me and these pictures are going to turn out awful." I scheduled anyway, went in AGAIN and the photographer was really, really pleasant! She was a dream to work with and very very fun.
I scheduled a time to come in and view the pictures, showed up thinking we were back on a good note, and the person helping me review my pictures was the original "dog ran out can you reschedule" photographer. Upon reviewing my pictures, no matter how excited/grateful/nice/etc I was, she acted as if I were the most bothersome person ever. It sucked.
I'm sorry we had a chain of mishaps, but the lack of customer service throughout was very upsetting. I only got Sonia's name because she made sure to point it out to me, and the fact that she was the manager which blew my mind further, during her extremely rude and insulting transaction with me.
I read she was awesome to work with in reviews so when I learned her name, I was very shocked.
Either way, never going back to that location. What a seemingly uncorrectable nightmare.
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