Had an appointment at Plano Office on Friday, December 26th. First visit. The place was wretched and filthy. I was afraid to sit in the place. We took the pictures and was told the printer was down but a technician was on the way. The tech arrived but said the printer needed a part he did not have. We paid for $240.00 of pictures and was told they would be ready in Saturday. We explained that we were from different states and were leaving on Saturday. Angelica, the store manager said she would check with another store to see about getting the pictures printed and she would call us back. She took two phone numbers. On Saturday at 12:30 pm since I had not heard back, I called Angelica. She said they would be ready on Sunday. I shared we needed to leave and was hoping to get the pictures. She said some had been done but others had not. I told Angelica I thought this would have been a priority since we lived out of town. She said other people were from out of town also. I asked are they leaving today. She said I did not know. I asked why she had not called to let us know. She said I told you I would call when the pictures are ready. I said no, you said you would let us know if the pictures could be printed elsewhere..that she had not kept her word. I asked will you split the pictures 5 ways and pay for the postage? No real reply. I said if we cannot get the pictures today we will do a refund. Angelica said we couldn't get a refund but could get a certificate to get a check for a portion or use it on future portraits. I said we're not going to have that discussion as we paid cash and debit and we want the same but that was a premature conversation. O asked that she let me know if she could get the pictures today and we will go from there. She was to call back 8 an hour. It has been almost 2 hours. Angelica is certainly not good at keeping her word. My cousin phoned the Cedar Hill store to speak to the manager Stephanie. She said the pictures would be ready on Sunday. When trying to explain the situation of everyone leaving, Stephanie abruptly and crudely said, they will be ready tomorrow and hung up as a comment was about to be made. That bitterness is a whole other conversation that should not have impacted the ability if the manager doing her job while taking her personal feelings out of the mix and being mindful of a customer. I personally will never use the service again. Portrait Innovations please fix your studio. It is nasty. It is downright gross with stains in the carpeting and the furniture. Fix your printers and stop booking clients when you ate unable to deliver your product. That is false advertising that will be reported to the consumer protection agency and better business bureau and lastly, when you cannot deliver as stated, give people their money back. Immediately. You took it immediately.