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Unhappy Customer Demanding Refund – Advice Needed
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Hi everyone, I have been working as a Photographer for the past 3 years, I work semi – pro, I also hold a part time job to help pay the bills, a few months ago I had a wedding shoot, it was a dull wet winters day so all photos were to be indoors, I done my very best for this couple and I feel that I done well at this wedding I arrived at the brides home for pre ceremony photos before the arranged time by at least 5 – 10 mins, bride was well over half an hour late turning up from the salon, more hiccups later when groom was late at venue so there was no time for pre ceremony images with him and the groomsmen, long story short, the couple are completely unhappy and do not like “any” of the images, they are demanding a 50% refund, I feel that the images are up to scratch, my portfolio is constantly improving month by month, year by year, to say that the images are not worthy of printing and that their guests took better images using their phones I regard as an insult.
I have not replied to their message yet as I don’t want to say (in print) anything that may harm my name and reputation in all this.
There was no written contract, only verbal, they have made some criticism which I believe that there may be some truth in and I could do some further editing to rectify but the demand of this refund is what has my blood boiling.Can anyone please tell me where do I stand, both legally and professionally, what would you do if you were in my situation?
Many thanks in advance.Steve,
just happen to be browsing here and came across your post. As I have retired I do not come in here too often. I really sympathise with your situation but it is one of the downsides of wedding photography. They do what they like on the day and expect you to perform miracles and pick up the pieces. Thankfully, I was never in the situation that I ever had a problem like yours. From a legal stand point, if you refund anything or make any offer in that regard then you are legally admitting that your work was sub-standard and you may be legally liable for further compensation. Just keep that in mind. I remember some twenty five years ago a colleague of mine had to pay out £11,000.00 in compensation when he failed to take four specified photographs that were on a list that he accepted.In this case I would stand firm. They have probably overspent and are trying ways to re-coup some money.
Going forward you must use a contract that will cover you in such events as bad weather, non co-operation and poor timing of people involved, act of God, accident, illness, etc. If you do not already have it, Insurance is a must and make sure you are fully covered.
I am no longer doing general photography but work as a consultant to the business. Give me a shout if you need adviceGerry
Thanks for your help, there was no refund given, this has been an eye opener and important learning experience for me, I will take my new found skill and will in future be turning down customers if anything about concerns me, that gut feeling/instinct, I will be listening to it’s advice from now on and actually have already turned down a sure customer because she failed to pay down a deposit over the course of 4 months leading up to an event, rang me a week before the date wanting to know was I still available, told her no, someone had booked me and paid a deposit to secure,even though it wasn’t the case, I figured if she was this bad about paying the deposit then what would it be like come time to pay the remaining, larger sum. :roll:
A good call I recon. 35 years taught me a lot and the gut feeling was always to be relied on.
Hi GCP, thanks for sharing your valuable words!
Hope it will help steve and other people like me. :)
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