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UPDATE: they're here GRC Photo: beware!

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  • UPDATE: they're here GRC Photo: beware!

    It is hard for me to post this, because I have always loved GRC Photo and have up to now had great experiences purchasing prints from them, but I feel I need to warn other potential customers that they may not receive items they pay for.

    I ordered two prints the first week of September, a total of about $70, and I have not yet received them. Gary responded to my first inquiry, sent about 6 weeks after placing the order, saying he had sent them, was sorry they didn't arrive, and that he would reprint and resend them within a week. I confirmed that the address he had listed for me was correct.

    It's now been over three months, and I still haven't received my pictures. Gary has also stopped responding to my e-mails. At this point I just want my money back. The photos had been intended as Christmas gifts, but I think it's safe to say they aren't going to get here in time. A bummer, especially considering that these photos are of my horse who died earlier this year.

    I hope Gary will opt to make things right (or that my credit card company will dispute the charge), but I just wanted to warn anyone thinking of ordering from GRC. You might not receive what you order!
    Last edited by Fergs; Dec. 21, 2012, 08:01 PM.

  • #2
    Egads! GRC has a pretty good track record so I think they will get it sorted out after the holidays. I don't know what the reason is but I suppose they were busy with the Fall schedule or other things. I'm sure this will be made right soon.
    Thus do we growl that our big toes have, at this moment, been thrown up from below!

    Comment


    • #3
      I don't think it should matter as a company if they were busy with the fall schedule or not...if you paid your money they should ship out the photos within one week of receiving your payment. It's not like they have to wait for them to be restocked....they just print them. I would ask for my money back or take the pictures and ask for a free picture in the future.

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      • Original Poster

        #4
        Originally posted by LexInVA View Post
        Egads! GRC has a pretty good track record so I think they will get it sorted out after the holidays. I don't know what the reason is but I suppose they were busy with the Fall schedule or other things. I'm sure this will be made right soon.
        I could understand the delay had I ordered them in early December, but not early September. It's been close to 4 months since he took my payment. Honestly if he'd just admit he's overwhelmed or can't fulfill the order or whatever and simply refund my money, I wouldn't be so upset.

        But to do nothing, not even respond to repeated inquiries, is pretty disappointing, especially when I'm a repeat (formerly happy) customer.

        Comment


        • #5
          Had an issue as well with a digital order, although I did promptly get it after complaining. Their price points are absurd though compared to other companies, with better service. You should receive a digital order within hours, not weeks.
          \"Non-violence never solved anything.\" C. Montgomery Burns

          Comment


          • #6
            I think the digital orders are mostly handled by a third-party but I don't know for sure.
            Thus do we growl that our big toes have, at this moment, been thrown up from below!

            Comment


            • #7
              Originally posted by LexInVA View Post
              Egads! GRC has a pretty good track record so I think they will get it sorted out after the holidays. I don't know what the reason is but I suppose they were busy with the Fall schedule or other things. I'm sure this will be made right soon.
              Get it sorted out after the holidays?! Not acceptable, unless they make you aware of a 4mo wait prior to ordering. Bad business.

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              • #8
                Originally posted by MandyVA View Post
                Had an issue as well with a digital order, although I did promptly get it after complaining. Their price points are absurd though compared to other companies, with better service. You should receive a digital order within hours, not weeks.
                I had the same issue with a digital order in the past as well.
                ~Drafties Clique~Sprite's Mom~ASB-loving eventer~
                www.gianthorse.photoreflect.com ~ http://photobucket.com/albums/v692/tarheelmd07/

                Comment


                • #9
                  It seems so strange. We have all these threads where the photographers talk about needing orders to make money (and I support them in this and I think people stealing their photos is just wrong). Then we have photographers not sending out the photos when people order. This is not the first thread.

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                  • #10
                    I ordered a print in late Oct and I didn't get it so I emailed GRC in late Nov. I got no response to my email so in early Dec, I called and left a message. I did receive a return call from Gary who apologized profusely and promptly sent out a print a size larger than I'd ordered and paid for as apology. Eventually I also received the size print I'd ordered. So my advice is to call instead of email.
                    Last edited by Brown Eyes; Dec. 21, 2012, 09:32 AM. Reason: clarification

                    Comment


                    • #11
                      OP I had exactly the same issue...and it took about 2+ months 2+ email complaints and proof of payment.
                      But I did get my photo's X'2 in the mail 1 day apart and not postmarked any where close to the time frame I was told they mailed out on....

                      Comment


                      • #12
                        I had a lost CD order and had better luck when I called instead of emailing. Ultimately they just emailed me the shots, in higher resolution, so it all worked out, though they didn't refund my shipping.

                        It seems like this year they have been very overwhelmed. I'm glad seem to be doing well but agree, it's frustrating, especially when you have the holidays approaching. Or with digital prints, when you want to put them on FB now--in 5 months after a few more events it's just not as exciting.

                        Comment


                        • #13
                          I wonder about the third party issue ... I had a similar situation a couple of years ago with a dog obedience trial photo. I got the CD with the shots I ordered, but didn't get a novelty product made with an image (refrigerator magnets). Called, they had supposedly been sent, photographer asked for another set to be made and shipped ... but I never got them and kind of forgot all about it till much, much later. Never did follow up again, but I do wonder if the issue is the third party supplier, and the photographer is left wondering where the problem is, with him having a company saying the products were made and shipped but a customer never receiving them.
                          If thou hast a sorrow, tell it not to the arrow, tell it to thy saddlebow, and ride on, singing. -- King Alfred the Great

                          Comment


                          • #14
                            I have never received an email response from GRC (nor for that matter from xpress foto), although both have been good when I have called. I admit that I have largely quite ordering photos except for special ones because of these issues (I used to order from every single event my horses did).
                            OTTBs rule, but spots are good too!

                            Comment

                            • Original Poster

                              #15
                              Well, my pictures just arrived! I'm relieved.

                              Gary says he's sent them three times, but I never received notification of any shipments. Interestingly, the postmark is dated the same day I sent my last email...

                              In any case, just wanted to let everyone know that I got my pictures, at long last.

                              Photographers: it's probably worth sending a short "it's in the mail" email when you print photos, so at least us customers know they should be coming.

                              Comment


                              • #16
                                Odd that photographers have such a high rate of "lost in the mail."

                                Glad you got your photos!

                                I've ordered photos in October and got them in December/January before, the photographer said that this was a normal turn around time. I don't usually order photos so I have no idea if this is normal or not.
                                http://weanieeventer.blogspot.com/

                                Comment


                                • #17
                                  It is normal or average, I should say. Especially when there are events being covered because that takes priority over filling orders and there isn't anyone to cover all the bases.
                                  Thus do we growl that our big toes have, at this moment, been thrown up from below!

                                  Comment


                                  • #18
                                    Photo websites are set up to send prints out right after they are ordered. Unless he is doing self-fulfilled orders which require you to order and sell manually.

                                    Comment

                                    • Original Poster

                                      #19
                                      Originally posted by LexInVA View Post
                                      It is normal or average, I should say. Especially when there are events being covered because that takes priority over filling orders and there isn't anyone to cover all the bases.
                                      On the order confirmation I received from GRC about 30 seconds after placing my order, the turnaround time is listed as 2-3 weeks. Of course, though, we don't get a similar email once the order ships.

                                      I order prints through Shutterfly all the time, and I've never had anything go missing in the mail. Come to think of it, the only time I had a package go astray, it turned out that I messed up the address.

                                      Comment


                                      • #20
                                        Gary says he's sent them three times, but I never received notification of any shipments. Interestingly, the postmark is dated the same day I sent my last email.
                                        ..

                                        Same here...kinda like "the Dog ate my homework"..and we aren't stupid we can read postmarks..

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