Scene to Believe

I purchased a digital package of 6 photos with Santa for $49.95. The description on the website said we'd receive a link to the photos and we'd be able to browse the photos and choose our favourite 6 to download. When I went to download them, there weren't even a total of 6 photos available. When I contacted customer service I was informed that there was nothing they could do other than giving me a partial refund of $9.95 even though they acknowledged I didn't get the product I paid for. I just got another email saying they're actually not going to give me a refund and instead just giving me a credit of $9.95 to use next year.

AVOID!! Book your Santa photo literally anywhere else.We pre-paid for 6 digital downloads and we were the last session of the evening. We were told the digital images should be ready for download by the morning. The gallery had appeared, but with only 2 (unwanted) images in total.Over the following two days I tried calling and emailing customer support multiple times with no answer. I made 2x wasted trips back to the physical location to be rudely and firmly told by the staff that I’m being impatient and they will upload eventually without even looking into the file.A third and final trip back to the location with the unwillingness to leave until it was resolved resulted in them finally calling tech support and discovering that in-fact the staff had shut down the computer too eagerly to finish their shift after our session and that the files were never sent to the online cloud.If I has not been firm on them following up with this I would have never received the files. It’s since been two weeks and I have still have never received any response from the emails or calls - I’m convinced their customer support team doesn’t actually exist.What could have been such a quick and easy fix wasted so much time and energy. This company is very poorly managed and I highly recommend you have your Santa photos elsewhere!

We booked online which required the full fee and payment in advance, this was the only way we could book in on the weekend as we both work full time and needed this option. We lined up on time but when we got to the front, my daughter who is only 2yrs was terrified of Santa and could not go near him for our first family Santa photo.We paid full price for a service and received absolutely nothing - no photo or even talking to Santa. I contacted your company within a few days as they couldn't help us there and we were told they would only offer a repeat photo. We should have at least been offered a voucher for next year as we paid nearly $80 and received absolutely nothing. Absolutely disgusting money grab and I was in contact within a few days so we will never return to this company. Our daughter was terrified so as parents, we should be entitled to not progress with the photo. You need to rethink your company policy as this was not inclusive.

I am extremely disappointed in the photos and service this year. As a family who have photos every year at Cronulla, we felt rushed and the quality of the photos are appalling. First we had to wait in the wind and rain. We got rushed to see Santa. Saw four photos and photographer said needed to do again as lighting was poor. No problem. Four more photos. I choose one quickly. I then go to the larger computer screen as I was asked to check. I raised that the photo looks like my husband has had a toileting accident due to the shadows on his crutch. I was told - too late already processed. Then why ask for me to check? I look in the gallery for the premium package we purchased and there are nine photos. All the photos are the same pose with eyes closed etc. We were meant to have 12. 12 photos. Not 12 random clicks. And usually, in previous years - three different poses. We did not even get a photo of our son only with Santa and were told too late as another family were now getting a photo.I expect a full refund as I will now have to go somewhere else tomorrow and hope we can get in to see Santa and get a decent photo for our family who live interstate. We had a booking with Cronulla Santa weeks in advance.I am absolutely disgusted and disappointed with the experience we had today and we will not be returning 2023.Emailed 17 December, follow up email 21 December. Call on 21 December to have no one answer after being told for 20 minutes by a machine to hold on the line.It’s now been two weeks since my initial review and I have been offered a voucher to use this atrocious service again or get a full refund if I send the package back at my expense. I have already washed $59.95, then had to get photos elsewhere and pay for that service and now, pay for postage to get my money back. I expect a manager to call me before Wednesday 11 January to resolve this otherwise I will be making a complain to Fair Trading and the Consumer Watchdog. Absolutely appalling. And it’s taken weeks to get to this point. Shame on you!

Quite incredible that in 2023 we still have to fight for recompense after a terrible photo experience, yet here we are. Bought a package for $55. 3 photos printed well, the rest had a head cropped off and ruined. The after-sales experience was terrible. No communication, pitiful offer of 2 digital downloads and no partial refund. After almost 3 weeks of back and forth I was finally offered a pathetic partial refund. Absolutely do not recommend. Seek out a better company for your treasured family memories as these will let you down.

Paid $400 for photo package with family print and digital bundle. 6 photos that we chose for digital copies were not available to download. Called customer service on the phone number provided on the website and noone picked up. If you dont want to lose your money, stay away from this company

Extremely disappointed and unhappy with my pet photography session at Mt Gravatt two days ago on Friday night. We've had great experiences the past two years thus was extremely excited for this year's but turned out to be by far the worst session we've paid for.Photographer barely made any effort. If photography was your profession, and given its a pet photography session, photographer should be aware that you'll be capturing photos of dogs and their family members the whole evening. Perhaps it would be nice to find out the pet's name to call out during the phototaking?? But NO. She did not bother asking, and there was hardly any attempt made in trying to capture our dog's attention to look forward. She just called out puppy! puppy!" instead. I dont know of any dog who would react or look for someone calling out Puppy! Puppy!We saw toys next to her on the counter where she could use but nope

I booked a photo session at Westlakes with my sisters. Even though we were a group of adults Santa was lovely and took the time to have a chat. We had lots of photos to choose from which were printed very promptly. A few nervous kids were having their turn while we waited for ours to print and it seemed that every effort was made by the photographers such as blowing bubbles etc. to make the kids more comfortable. Thank you.

Terrible Santa photo experience. Running over 1.5 hours late with their appointments and then a really poor print quality for the photo.It was so disappointing that we went to another Santa photo place and paid for a second set of photos.I’ve been waiting over 4 weeks for a reply from customer service. They just ignore your emails.

Average experience at best and absolutely terrible customer service when things aren’t right.We booked a pet Santa photo session at the St Ives location the week before Christmas. The person posing as Santa was not very gentle with our dogs and this was repeatedly seen with people before and after us. I placed this down to being at the end of a long shift, plus the photographer and casual workers were friendly and helpful enough.We also purchased the digital pack which included a digital file of our chosen image, plus a 6x8” photo and a calendar print out. When I went to download the image from the QR code as instructed, I noticed the image was NOT the one we had chosen. I emailed immediately and was sent an automated reply. I waited several days before I called the office directly, where I was placed on hold for 10 minutes before an automated reply advised there was no one available. I called a few days later during operating hours and received the same automated reply. I messaged the company on social media and was given another automated reply, same as the email. I then called again the following day well within operating hours only to be, as expected, placed on hold and given ANOTHER automated message saying no one was available.I have no doubt this company and its services are fine when things go well. Just do not expect to have your issues resolved if you encounter them.