Highland Camera Image Ctr — Local services in Kitchener

I used to love Highland Photography when it was under the previous owner—customer service was always fantastic, and they truly valued their clients. Unfortunately, the new management seems to have no interest in keeping customers happy.

I recently went in with a simple request: tiny photos in a heart shape for a locket. The lady who took my order quoted me $5 for both. However, when I arrived to pick them up, the gentleman at the register told me the price was $10.50. When I explained the price I was given, he called the employee who had taken my order and then handed me the phone to discuss it with her myself.

This entire interaction was extremely unprofessional. Instead of honoring the original price, they dismissed my concern. It wasn’t about the extra $5—it was about the lack of integrity and poor customer service.

I've been coming to this location for years and always recommended it under the previous owner. But after this experience with the new management, I won’t be returning or recommending Highland Photography to anyone. Disappointing to see such a great business...

Update: The owner, Nusrat, saw what I wrote below, and took it upon herself to hand deliver the digitized VHS tape to me on her own time. She was very friendly and kind to me, and even offered me a complimentary photo service. I really appreciate the effort she went through after my not-so-great experience. It really is unfortunate that it had to come to a negative review before any action was taken.

They offer a service to digitize VHS tapes. I enlisted their service two weeks ago to digitize the only copy of my parents wedding tape, and they said they would have it for me in 7 days. I paid for their "premium" services, to ensure that the tape would be handled carefully.

After the 10th day, I called them, only to be told that they enlist a third party to do this service for them, and that this third party was absent for the previous week. I have been following up daily with them, only to be told it would be ready the next day. I really don't appreciate the unprofessional conduct on...

We value small Canadian businesses and always want to support them. We needed passport photos and were visiting our daughter in Kitchener. We checked the reviews of the Highland camera image and were impressed with the high reviews so we decided to get the pictures taken there. The quality of the pictures was terrible and they were rejected. We called them and they asked us to go back and retake it. We live in London, but our daughter retook it, but again it was bad. I called and talked to the manager, who asked me to send an email. I did. They try to fix the images but they got even worse. We asked for the money back, called sent emails. They just ignored my emails. We had to go to Staples, who are not specialized in photographs, but we got the pictures we needed. We lost the money we paid to Highland Camera and we DO NOT...