Lost Photos and Album

[suzanny]

Hey folks. I'm sorry if this post is a downer, but I'm so upset, I want to cry!

We were married at Ft Wilderness on 11/19. It was a beautiful, perfect day. My problem came afterward...

I was told that we would have to wait 6-8 weeks for our 12 photos to arrive. I sort of lost track of time after that, and only realized last month that we never received our prints!

I contacted photography services and was told that they were mailed to our OLD ADDRESS! They said someone signed for them, so it's not their fault. They're telling me now I can purchase more! No offer to reprint the originals!

I'm so upset, because I booked that wedding almost a year in advance, and notified the wedding coordinator when our address changed. But, I guess it didn't get put into the system correctly.

They even went so far as to send me a copy of the letter they apparently mailed, asking me to confirm my mailing address. Well, obviously it was the wrong address, since I never received the confirmation anyway. The person I spoke with pointed out that I never responded to that letter (hello!).

I realize I am not completely at fault. I should have contacted them to make sure they had the correct address. But since they are the ones with the photos, it just seems so simple for them to make this right.

I'm so disappointed right now. Those were the only ones of the wedding cake. The only one of us dancing...

Does anyone know of a customer support number I can call to complain?

Thanks,
Suzanne

 

[JonetteA]

I would contact your EM. Also you may want to check out the post....Name of a manager for Disneys weddings or DPS? There maybe someone on that post that can help you.

I am really so sorry that that happened! My heart is breaking for you.

 

[vettechick99]

That's awful, I'm sorry. Any way that you can see who signed for it? Is there someone living at your old home?

 

[dallastxcpa]

I am so sorry. You should get the tracking number from Disney. Then the shipping company should be able to print the signature for you.

Hopefully, if you contact that person they will be able to get the photos to you.

However, if all else fails and the person who signed can't produce the photos I would take them to small claims court for reimbursement of the replacement cost to reprint.

Best of luck getting this resolved. It sounds like the person you contacted at Disney had a less than Disney like attitude and should be reported.

 

[grover]

This is not your fault at all--you gave them your new address...how many times do people have to check and recheck details to see that the em or whom ever got it down right. They screwed up-hope they fix it for you.
G in W

 

[rosiejo]

I am so sorry. You should get the tracking number from Disney. Then the shipping company should be able to print the signature for you.

Hopefully, if you contact that person they will be able to get the photos to you.

However, if all else fails and the person who signed can't produce the photos I would take them to small claims court for reimbursement of the replacement cost to reprint.

Best of luck getting this resolved. It sounds like the person you contacted at Disney had a less than Disney like attitude and should be reported.

I'd go along with that - what would the person in your old house do with someone else's wedding photos! Maybe they still have them if not you'd think you'd have some legal recourse. i mean if it were me and I got someone's wedding photos by mistake I'd have rung Disney - as it is obvious that's where they're from and told them they go tthe wrong address!

Although really I think Disney should sort this out for you - if you told them your new address then they screwed up and considering the expense of the wedding- and the bad publicity - you'd think they would sort it...

::keeping my faith in Disney::

 

[Nicci]

Im so sorry this has happened to you, none of this is your fault u must be so upset & angry i know i would be!!!

Speaking from the other side of things the postman told me i had a letter the other day which needed sign for, afterwards he handed it to me but it was in the name of my ex boyfriend who i has previously lived with 2 yrs ago. I tried to get the postman to take it back but he wouldnt saying it was my problem now!! Anyhow I have no way of contacting him now but have kept it just in case he gets in touch.
Im sure if these ppl at your old address are decent they would have kept your photos on the chance that u may come looking for them.
Anyhow i hope u recieve your original photos or replacement from disney.

Best wishes :

 

[Disney845]

It is possible that the new homeowners signed for it without knowing what it was or who it was for. Why don't you just write out a pleasant little note addressed to your old address (even better if you know the name of the new owners/renters) and simply ask them if they received a packet for you of wedding photos. Maybe they did, but didn't know who to send them to or how to contact you. If they have them then you can arrange to have them send them to you at your current address. Best of luck!!

 

[megan926]

I'm so sorry. The SAME thing happened to us! Disney had to "find" the photos and resend them....NO CHARGE!

Contact Stephanie @ Stephanie.M.Sharpe@disney.com

She helped us out....good luck!

 

[inloveindisney]

I would say that I would probably sign for a package that came to my door and when I opened it and realized it was wedding pictures of someone else that I might save them for a while and see if they show up to claim them. Try your old residence and see if they have them there. If not, they might be able to tell you something. Maybe they sent them back to disney or soemthing. who knows. I know if it was my wedding pics, I would do whatever to make sure I got them back.

 

[ahutton]

I had problems with DPS too. I sent my order form for my photos. They "lost" it and never provided any prints. I have a video tape showing low resolution pictures but no photos. I called and kept complaining and they eventually released all my negatives to me. The hard part now is it is very expensive to get medium format photos printed, most places won't do it. What a shame with so many events they don't have a good system in place yet to keep track of what they are doing. My problem was in 1996!

 

[suzanny]

Thanks for the suggestion. I called Disney Weddings and the called DPS for me. She was told that the person I was working with was out of the office and that's why she didn't call me back for 4 days. What's really funny though, is that after I left a voicemail on her manager's phone, she called me back within minutes!

They are going to send FedEx to my old house, and then go from there. I'm just glad that she finally returned my call. She also promises that I will get my prints mailed, but I'll have to wait and see.

I'll let all of you know how it turns out!
Thanks for the encouragement!

-Suzanne

 

[suzanny]

I found the original email that I sent to my coordinator, a good month before Disney's Photographic Services sent my photos to the wrong address. I forwarded Stephanie Sharpe that email.

She replied back right away that she already got that from Karen (my coordinator). But, there's still no status on when I can actually get my wedding photos! She's still waiting for the shipper to get back with her.

I would think that once they realize it's their mistake, they would offer to reprint them and send them to me, but apparently that is not their policy.

I will continue to keep you guys posted!

-Suzanne

 

[JonetteA]

I say keep on them. That is totally unacceptable!