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Review 9/2/2009
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Be prepared to be very flexible and communication is a weak aspect of this business.
The owner of Natural Touch Photography, Guillermo, e-mailed me on 6-15-09, 12 days before the wedding, he could not do our wedding reception and Gabriella would replace him. We were not comfortable with the change but he gave us no alternative. We met with Gabriella and she did very well as our photographer for the reception. The guest book included in the package, after requested twice, was finally received 6-23-09, 5 days before. It was of poor quality, bend, scratched on the spine, and pages stated to break off of the spine with little opening and closing. We created an alternate at Kinkos for $92.71 and Guillermo would not replace it and reimbursed the book at only $20. Contract signed in Feb. 2008 stated "we deliver our photo package about 2 weeks after your wedding." but package was received 8-11-09 (6 weeks after). Guillermo stated package changed but did not inform us of the changes. I also had to re-inform Guillermo of what the package included because of these changes. The new online package has less pictures and prints. He did credit us $15 for a reduction of prints. Although, I said multiple times I do not have frequent internet access and phone was the best contact, Guillermo continued to e-mail responses and a couple of texts. Phone calls were rare. When my husband expressed dissatisfaction with the guest book and service over a phone call and letter, Guillermo was very unprofessional and aggressive. He would not listen to feedback and down talked me to my husband stating "(Bride's name) probably won't like the pictures-she's too picky". He repeatedly stated that we are the only customers that have been dissatisfied with his service and/ or package. Yet, there are 2 complaints filed against his business through the Better Business Bureau prior to our poor experience. Yes, Guillermo is an excellent photographer and we did indeed love the photos, but the business aspect was very unprofessional.
No further services and no further resolution is requested. We have paid for and accepted our package. We just hope reporting these issues will help future clients decide if Natural Touch Photography is the company for them.
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Business's response - by Guillermo Q.on 11/12/2009
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Alysea and Adam were great customers and as the date of Alysea's wedding got closer she got very nervous. When one of our photographers became ill we had to adjust to our "plan B" (something we always have to make sure weddings are covered fully). We arranged two meetings for Alysea over the phone and in person so Gabriela could meet them and Alysea would be at ease. Alysea felt very comfortable after these meetings and the result as she states above was great. I delivered the same engagement book that I have delivered to over 200 brides and Alysea never mentioned that she didn't like the quality but when she asked me for a CD I personally delivered it to Kinko's - little did I know she would be printing her own book - if she would have mentioned it, we may have been able to work a different solution such as a signature frame for her. I understand how she would be frustrated being so nervous and emotional as her above review shows she is and of course wanting her wedding to be picture perfect - but I truuly believe we worked with her and met all of her meticulous requests and in the end delivered a beautiful wedding that included everything we originally comitted to deliver. 2010 will see many of her images on our marketing materials - that was one of our best! Alysea was referred by two of our previous brides who were extremely happy.
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