17 Dec, 2018 → by ClaimboUser819392
I had the worst experience of my life at the Sears, location in Torrance, CA!

1

First of all the studio was serious over booked and still taking walk ends! At least 4 people had their pictures or transactions messed up before i even got to see my pictures. They were extremely under staffed. 1 manager with a very dismissive attitude(Evelyn) one rude and very COMBATIVE asst manager(Litiya) and 1 trainee that was so overwhelmed she went to the back crying after she messed up one too many times. The trainee was the nicest person there and customers had to console her. I tried asking the manager about my portrait club membership before my picture session even started and she was very dismissive in telling me(with no eye contact) "I'll look at it in a minute" she never returned to check it. In my picture session I felt the photographer/ asst manager Litiya, was very unenthused. She didn't tried hard to posed us in any cleaver way, she didn't try had to get the kids to smile, she took about 8 pictures and was done. I had to remind her we had a wardrobe change, which I noted when I book the appointment as well as when I checked in. Once I saw my pictures I really didn't like what I had to choose from, but what could I do?! My kids were tired and hungry, I wasn't going to make them change clothes again and take more pictures. So when it came time to me choosing the package that I wanted, I then presented the trainee with my portrait club membership. She asked Litiya and came back and said I can't use it because it's expired. I walked over to Litiya to get a further explanation. She very rudely said I can't use it because its expired with nothing else to say. No pleasantries or nothing! I then explain to her that I purchased my membership 10/25/17 and it was due to expire 10/25/18, HOWEVER The Picture People went of business before I could finish using it!!!!! NOT MY FAULT! I then explain how I received an email on October 10, 2018 saying that yall were opening back up and that yall was honoring the portrait club membership. I also explain that I had a session with the Manager Evelyn(who I recognized from the Southbay Galleria location) she confirmed that I can still use my membership, which I did that day. Never once did Evelyn say oh by the way your next rewards is going to be after the expiration date(because I have to use each rewards 30 days apart) so you can't use it. She told me that I could use it. The whole time I'm explaining my experience to Litiya, she is so rudely overtalking me and giving every reason why she was right. She wasn't accommodation or apologetic or even tried to reason with me to make sure I was happy about my service. She came from behind the counter and stood next to me and handed me my rewards card and told me that my only other option was that I just don't get to use the card. What kind of *** is that!!!???? Then when I asked to speak to the manager, she procedded to tell me she was the asst manager and that the manager was just going to tell me the same thing. So I asked her to get her boss on the phone, she then proceeded to tell me to call the 800 number is if I have a complaint, but there is nothing that she can do about it. She walk away without so much of a "I'll be right back" and went to get Evelyn. I will say Evelyn was much more pleasant than Litiya but she still came off dismissive. She basically told me that same thing as Litiya but did offer me a free 8x10. When I explained to her that I tried to get her attention to ask about the membership before I wasted my day there, we could have had this discussion earlier. Now I have pictures that I want to pick out and what both of yall are telling makes no sense! When I told her that it was her that helped me on my last session, 10/16/18, she looked at her signature and couldn't even argue with me any further. She "tried" contacting her boss but just said she would override it and honor my rewards. I already had my picture numbers picked out, I just needed to pick the sizes and my Christmas cards(why I had to pick my own cards out of 60 options after I was pissed, had crying babies and had already been the 3 1/2 hrs, was beyond anything that I could comprehend!) I gave up and said forget the Christmas cards, nobody cared because nobody was around to help!!!!! However I did get some UNWANTED "advice" or whatever she called it from what seem to be one of the employee friends that was sitting behind the register editing her own child pictures(for 2 hours). She tried to tell me how if she was in the position that I wouldn have been mad at her because I wouldn't have gotten my rewards. I asked her did she work here and she said no that she was just editing her baby's pictures. That was sooooooo unprofessional to have your friends behind the register laugh and playing around and dealing with there kids while you have a MADHOUSE for a portrait studio! And the friend called one of her friends or relatives there and she came and joined the party! This is not the Picture People I have been using over the years. This company is totally different and not in a good way! After another 30 minutes trying to get someone to just acknowledge me so I could tell them forget the Christmas cards, just check me out and print my pictures please. Litiya's almost over charged me, but I caught it. SMH. I ask her how long will it take to print she said 20 or 30 minutes. I was there for over an hour more. I watch so many people come and go, that I was under the impression I was being put to the side purposely. FINIALLY the trainee came to wonder why I was still there and finished up my pictures. I wish I knew the trainee's name, because her spirit was the only saving grace for this location. Everybody else needs to be retrained asap! As I left not once from the manager or asst manager did I hear an apology or a come again or a have a nice night! But the trainee told me to have a nice night, sorry for the issues, I'm glad you have your pictures now, Merry Christmas and Happy New Year all in front of your her asst manager, who never looked up! As a matter of fact they offered no sorry for the wait, I'll be with you in a moment, your next, you have 2 in front of you, you pictures are printing or any other pleasantries to any customer that was in there! My appointment was at 130pm, I didn't leave until 6pm! Cloudy with a Chance of Meatballs played 3 time in entirety while I was there. I've been to Picture People around Christmas and I know it can be crazy and delayed, but never have I ever experienced the rude, nasty, unprofessional and unacceptable service that I has last night 12/16/18 I've been a customer with you guys for over 6 yrs and was sadden when you guys closed down and overjoyed when I received and email saying that you were reopening! I wasn't even mad that my original studio didn't open back, I was ok to relocate with you. I was even excited to see a familiar face (Evelyn) on 10/16/18 when I came to the location. I wasn't even mad Evelyn texted me(at 215p, 12/14/18) on my cell phone canceling original appointment for 630pm, 12/14/18. But 12/16/18 was way more then I'm willing to tolerate from a place that I have had my children's first moments with and spent my hard earned money with. I would like a person in higher management to contact me asap regarding these issues!
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