The Dissapointing
Google Review
Recently, it has come to our attention that someone has posted a 1 Star Google Review for us online. Obviously, this disappoints us as we are quite proud of the reputation we’ve created over the years. We’ve always pledged that a great experience is about so much more than just the images… It really hurts when someone didn’t get to see us at our best.
But after reading the review, it seems the majority of it is factually incorrect. The review actually is slanderous. In regard to the products/graphic work, of course, everyone will have their opinions. So we won’t challenge that… though if you are curious about what they’re referring to… contact me, I’ll be more than happy to show you how the players don’t “blend into the background”.
The rest of the review is purely nonsense. Completely emotional and lacking logic, this review still hurts our reputation and our future business.
And we just can’t let that slide. Especially as we have proof that his review is lacking facts.
Below I’ll attach the official review, and our response for your review
My coaching story
Here’s the 1 Star Review…
If I could give a negative star review i would!!
–Joe Ray
This is the 1 Star Review posted by Joe Ray.
Took over a year to get our photos, refused to send them after forgetting to send them with the rest of the leagues photos. Made us drive over an hour to pick them up, and after receiving them they were horrible! They looked very unprofessional. The pictures were very bright my child’s face blends in with the back ground and the cards looked like something a child made..
If I could give a negative star review i would!!
–Joe Ray
Of course we have a
A Different View…
ABSENCE OF COMPLAINT: No complaints were made. No one made any mention of unhappiness or dissatisfaction with the images or their quality. We all know people who’ve complained because coffee is hot, but these parents never made the effort to demand a refund, a reprint, or to merely let us know they weren’t satisfied.
WE’RE NOT UPS! I truly do understand that you live an hour away. I’ve heard many times from folks who don’t travel to Windsor often or at all. They would like their order shipped. But this customer did not attempt to mediate shipping. No offer to pay for shipping, meet halfway, or even provide a sob story that might move us to send them they’re order. We photograph many teams in many towns and cities. Absolutely, there are occasions where we’ve driven out an order to a customer. But with no dialogue, nothing gets achieved.
TIMELY ORDERING. Order deadlines are in place for a reason. This person placed their order some 6+ weeks after the PhotoDay was held. In fact, the order was placed 7 days AFTER we delivered all the orders to the organization. For how long should our responsibility last to get these people their orders?
PRODUCT RECEIVED: The customer mentions it takes over a year to get their images. In fact, it took 7 months! We feel terrible about that. It’s exciting for us to deliver your images to you promptly, and I expect customers to be equally excited to receive them.
We sent over 7 emails and 2 SMS messages with instructions on how to pick up their order. Finally, on October 20, they arranged for a pickup. A mere 7 months later. Please don’t complain about the length of time it took to receive your images, as you didn’t make the effort.
Talk is Cheap
I completely understand that talk is cheap. Anyone can say anything and “kinda’ be correct. Until you’re not. We take so much pride in our online reputation (provided by Google Reviews) that we can’t stand by and allow someone to slander us with nonsense. However, it seems to be a sign of the times, with anyone being “allowed” to say anything without having to back it up.
But that’s not how we work. Indeed, talk is cheap. And we have the facts to prove it! (via the screenshots)
Things to note: On our system, when we place an order into a status of “Completed Order Pickup” the system automatically generates and sends an email to the customer with information regarding picking up their order.
To send another reminder email, we have to move the order to another status (like “Created” and then back into the “Completed Order Pickup”. This again generates and sends another email.
The following screenshots will show you that we’ve sent 7 “Completed Order Pickup” emails, and there was another where I personally emailed these folks. I received no response to any of them.
Our Official Response:
Of course, we had to respond. We have to defend our truths. This page was merely to supplement the official response that we placed on Google.
Read on:
Hi Joe, thank you for taking the time to place a review. Obviously, we’re quite disappointed to see you gave us a 1-star review. We’re all human and mistakes can certainly be made. Nothing that can’t be corrected with a little time and dialogue, I’m sure.
Unfortunately, this appears to be one of those examples where people shouldn’t believe everything they read on the internet, as you have some of your facts incorrect. And I’ll prove it.
1) It appears you placed your order as part of the Kent Cobras Hockey program. Your order was placed by K on March 15, 2025. This is far after the ordering deadline we created. In fact, we delivered all the Kent orders on March 6 of 2025. Any orders placed after the deadline (such as yours) would have to be picked up from us. I have no emails or phone calls regarding your desire to have the order shipped to you, etc. Anything is possible through dialogue.
2) Our system prompts the parent ordering once the order is complete and ready for pickup. As the order was placed by K, it was her number that was sent 2 SMS messages to arrange a pickup from us. There were also 7+ emails sent to the email on the order form, again with instructions regarding the pick-up of your order. Finally, K did fulfill the request the pickup via the proper channels on Oct 20, 2025.
I completely understand how driving an hour is inconvenient. You live in the Chatham area. You placed your order well over 6 weeks after the photography was done. You ignored 2 SMS messages and 7+ emails over the next 7 months to make any effort at all to grab your images. No emails, no phone calls, no requests to ship, nothing. It’s difficult to be empathetic to your situation.
I’ll add screenshots to this link for you (and those reading this so they can see for themselves that your review is nothing short of internet bullying. People can say whatever they like with the keyboard… But the truth is the truth, and we can’t stand here and allow you to slander our business and reputation.
