Please tex me on 0347516584
Or email [email protected]

Hi Galyle, We have investigated your order, photo shoots can be unpredictable, a family may come in with kids that misbehave and this may run our photographic team behind schedule, or at times we have customers that can be indecisive about their purchases and out of respect we wont rush them, and instead try to help them decide, since we have such a vast array of frames and products it can be difficult to choose what is best, and since all of our products are of a high quality its hard to decide which is the best for their home. and since we want the process to be a final one - getting a product that they will have on their walls for generations to come - we really hope that they get it right - first time!!. and this is why we clearly state on the ticket that the photo session can take 2-4 hours.
Once make over is finished you are given the opportunity to have the make-up artist change or fix anything that your not completely satisfied with, after this process we then ask our customers to sign off that they are indeed happy with their makeover, this helps us to weed out incompetent staff, as like most businesses in Australia today, is a major concern. And looking into your order you have signed the make up form stating that you were happy with your makeover.
We do apologise if you in fact feel that the photographer seemed pushy, we do not adopt pushy sales tactics nor do we encourage our staff to behave in that manner. And we most certainly do not advise customers to think it over after they have gone ahead and signed the contract, in fact we do the opposite if a customer doesn't feel 100% committed and are talking about cancellations we advise to not go ahead and we keep the photos until the sunday evening, when all the images are backed up, if your photoshoot was a sunday the photographer would have explained that only the ordered images will be backed up, but the other images would still be on the laptop for another few days before the computer is cleaned, as a back up measure this cannot happen until head office has all the orders intact on their back up system.
Its true that if your order was a layby then yes the images would not have been produced as yet however once the paperwork is submitted to head office all the contractors involved are paid, this comes out to the tune of around 40% of the total sale and if your order was $598 then that's around $240 that the company has outlaid without even having a deposit for your order. All measures are made so that we don't have the complications associated with buyers remorse or change of mind from unsure customers, as customers like this, cost the company money.
If you had contacted the office at any stage you would have been advised of our policy and also the companies policy is written on the back of the contract , the information the office would have given you would have been exactly the same. Our staff will terminate a call if the person becomes foul mouthed and abusive, this is distressing for our staff to have such phone calls.
We do regret that your order has been passed down to a debt collection agency however all attempts to sort out payment for your order has failed, once an order has been finalised it does take the collection agency about a month before our record indicate that it has been finalised, (your order paid on 25th November) then we have normal production period of approximately six weeks (now extended for 2016) and signature has also been closed from 15th December to 15th January, your order is in production and will be sent out shortly. We will send this via a courier so that you wont be liable for ant postage fees, but will need you to contact us on 1300 780 269 to advise us of your current street address, at this stage we only have your post office box details.

0437516584

Dear Melenie , thank you for sending an email last night at 7:17pm its a shame it wasn't during business hours as I would could have informed you your order has already been sent via Fastway Courier Service. Id be surprised if you don't receive early next week. I have read your email and had a look at our system to see when your order was paid off and it was paid off on the 6/1/16. It normally takes 20 - 30 working days for customers to receive their order from the final pay date so we are within the correct time frame. You would have been given a copy of the Terms & Conditions on the day you had your shoot which is on the reverse side of your Invoice. I have also checked emails to see if any messages were left from the call centre in your name Melenie Henderson and we don't have any messages from them to contact you. Could you please advise what date you called and to whom you spoke to as it is of great concern if we are not receiving messages. Regards Andrea

Melanie we have been unsuccessful in contacting you, fastway couriers has advised us that you have not picked up your order, could you please give us a call so we can help this to be resolved.

Just for those reading the following reviews id like to take the opportunity to put things into perspective. We have been around for ten years now and during this time we have had about 9350 orders. Our no-sale rate stands at about 2.5% which isn't too bad for a company that was until mid 2015 largely staff operated. To date there has been about 120 returns about 70 of these have been corrected and resent. Most returns are the result of incorrect addresses, and most of those were from long term layby customers (long term 1-3 years), some of whom updated their addresses and some of whom did not. Some of whom averaged only six months at each address, to date there is still about fifty or so unclaimed orders and their contact numbers have also changed.
id say that the total number of customers that have complained about our service or our product to be about two hundred, or about 2.1% suggesting that we get it right about 97.9% of the time and I don't thinks that's a bad effort. We do strive to give a top quality product, we have done extensive research into the products available, and were satisfied that our standard of quality is high, all of our prints are heat baked laminated, and all of our frames are 100% timber, and unlike most of our competitors we offer over 100 frames. Of course this doesn't always mean anything to customers and they will still complain, if they are not happy with our service.
We actually take all criticism from all of our clients, we have actually given clients feedback forms with self addressed envelopes in the past this was handed out to an approximately 200 random customers from 2013-2015. we unfortunately didn't receive many back but from what we learnt we have implemented many changes. It came to our attention that our main area that needed improvement was staff, and the service our staff provide. Signature Photographics stepped up its criteria for staff recruitment, and stepped up our mandatory training schedule. we have found that good photographers are very hard to find and make up artist also. We will not hire a make up artist without a formal qualification. And photographers are not allowed into the field until they have met all of our requirements. Being a company that takes its business (Australia wide 2012-2015) all across the eastern states of Australia, finding staff that can handle this kind of lifestyle can be quite difficult.
Obviously there is thousands of happy customers Australia wide, or we wouldn't have been able to provide our service for a decade or have taken almost ten thousand orders. And comments from a few bad apples shouldn't reflect the entire story - if you have had your photos taken and never received your order feel free to contact 1300 780 269 we have a call centre taking calls during normal business hours. You can also email [email protected].

Thankyou Ari, I look forward to helping anyone else who like to ring me, particularly the ones that live lease to lease and sign for the latest and greatest phone deal going constantly changing their phone and number, as I would like to get some of these orders out and free up some space 0437516584

If you can suggest a better way to post a photo 14x11 or larger in all ears, but I can guarantee had I posted it any other way it would have been folded or damaged!!!

Tarau I apologise for your experience, yes from time to time things don't go to plan, it just takes a family with difficult children to run an entire day behind by a couple of hours. I can assure you that we only book enough clients to be sufficient and cost effective for all staff involved. Our service allocates an average of two and a half hours for each sitting, which is is most cases (99%) quite ample. The printing quality I'm sure is of a high standard, we print onto a high gloss paper that is guaranteed not to fade for 100 years!!!, and laminated with a hot bake laminate, this ensures that you can clean your photos and they wont be ruined. If you have specks under the laminate we will have no problem in rectifying that for you. As for the postage anything 14x11 or larger cannot be sent in an envelope or it will most likely be bent, the laminate allows your pics to be rolled up without being damaged also.

How can they have a safe arrival if u dont respined to emails ir phone calls to up date my information

Hi Tammy, Its Andrea from the office. Can you email me your new details to [email protected]. I'm not sure of your email address or the name the order is in so if you could include that I can investigate for you. We are answering calls so not sure what number your calling but you should be able to get us on 1300 780 269.

Have sent email [email protected]