Sarah
Policy placement needs work
Prior to placing my order for 3 pet portraits, I specifically sought further information regarding the "unlimited revisions" statement on the FAQ page, as I knew that I had a few different photos in mind. All that was available was "We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your portrait." Upon ordering and requesting changes, there is only one button stating “Request Revision” whereby you may type a request OR request to change the photo. This can be assumed that a “revision” is inclusive of either, which is stated to be “unlimited.” When I attempted to change the photo a second and final time, I was unable. Customer service informed me that the policy to change the photo a second time (which is an additional $10 plus tax), was listed under the Returns Policy. Revisions should not be addressed under the Returns policy- they have absolutely nothing to do with returning the product. I would have never looked here for this information. The FAQ section is far more appropriate for referencing these policies. I searched "photo change" in the FAQ search bar and found nothing, thereby assuming that the "unlimited revisions" applied. There should also be a note under the "Request Revision" button clarifying this policy. I informed customer service of my feedback to improve transparency for customers in the future, and it was completely ignored. They merely sent me my $10 invoice, told me to pay it, and they'd make the changes. Further, I had ordered 3 pet portraits. I had only requested photo changes for 2 of them. I would think that considering I purchased 3, I should get a total of 3 photo changes regardless of which portrait it was for. This inquiry was also ignored. Misleading and evidently not open to or appreciative of useful consumer feedback. Website layout and customer service need serious work. Unhappy customers always go elsewhere. Luckily for us, there are plenty of alternative pet portrait sites to give our business to.