JCPenney Portraits — Local services in Plainfield

We went in to do family pictures on 12/07/2024. They sent us into one room in the very back and got straight to work. As the photographer was taking pictures they had to stop multiple times for camera issues. We didn't mind, things like that happen all the time, especially during the holiday busy season. They had to switch rooms with us in the middle of our session. OK, no problem we said. We pretty much got all the family together, just the kids, and a couple shots of my youngest daughter done in that back room. We finished up the rest of the individual shots in a second room & new camera. It didn't take long my son and other daughter took individuals and then my fiancé and I took shots together. We waited for our pictures, were told that we would have 2 digital albums because of the room/camera switch, payed for our pictures, then left. A couple days later I received the email about my digital albums and clicked it and signed into shutterfly to see them. I have only 1 album of the 2 albums which consists of only 13 pictures and I'm missing the shots of the full family, just the kids, and my youngest. We waited a couple more days in case a separate email would be sent but never received one. So we called, was put on hold, and then was told that because I ordered my session online that she couldn't help me and it said on their end I received both the albums and gave me the number to customer support. I also tried their online chat support and was told I couldn't be helped. Tried calling again on a different day and again was told I couldn't be helped so I asked for a manager or a refund. (Why would someone in their right mind pay $300 for only 13 digital pictures). The employee got upset and told us the manager would have to call us back. We didn't receive a call the rest of that day. We are upset & confused about...

Photographer clearly has no experience taking pictures. I could not see the pictures as she was taking them, choose any pose, or have an outfit change for being on a weekend (never mentioned when booked online and confirmed by phone). Some pictures of my kids were smiling, others were frowning and with their eyes closed (reason why they told me they couldn't upload one of the pictures which I was inquiring about). Pictures were also not edited right, most of the pictures of the kids together were edited so you can't see their bodies in full, my son was not positioned right resulting in more background then my children. Assistant Manager Sarah was the worse part of my experience, when I questioned the pictures, she told me I was done questioning at the store and since I didn't like it, I had to call Costumer Services on the next day. She never apologize, never offer another section with an experienced photographer, she just wanted to get rid of the unsatisfied costumer. It took the manager (Maggie) with good costumer service skills to recognize the "human error" in some pictures, and help me choose my pictures...

Horrible experience. The rep Austin from the Michigan road studio in Indianapolis was hell bent on not trying to help me and my family. Me and my daughter’s Aunt, we bought separate groupons. Tried to scheduled separate sessions but on the same day. my daughter was going to be in one shot later on with her cousin in their photoshoot. I was open and honest about what it was we wanted. For my daughter to have one picture with her cousin. But because we both had groupons. Austin was adamant about implementing policy. We went round and round Over one tiny policy that he just would not budge on. Even said he was calling the distract manager. I called another studio within JC Penny portraits, and they said yes that is policy but they also have room to do what’s right for the customer. Which frustrated me that Austin from the Michigan road store wasn’t as helpful. The rep from the Michigan road store was rude, and seemed to thrive on telling what he couldn’t do vs what he could. The other gentleman from the other studio was totally opposite. So it’s really what studio you go to. Don’t go to the Michigan...