They lost my wedding footage. Then they jerked me around for a full year and never gave me a refund or an explanation.
This was the review I never wanted to write. The highlight video this company created of our wedding was gorgeous, even thou...
gh there were numerous mishaps leading up to the wedding. The first videographer assigned to us didn't answer my emails when I reached out two weeks before our wedding. Then we were assigned a new one, and he didn't answer my emails either until a couple days before the wedding, and even then, he didn't reply with a final confirmation until after midnight the day of the wedding. I honestly wasn't convinced anyone was going to actually show up on the wedding day, which is exactly the kind of additional anxiety you don't need before a wedding. But he did show up, and he was excellent. And then I never got my highlight video. So I followed up two months after the wedding, and I finally got it, and although it seems like they rushed it a bit, I was still happy with that final product.
But I had ordered and paid for my raw footage as well, and I discovered some time later that it wasn't on the DVD I had received (my mistake - it was supposed to be a digital download). I contacted the company one full year ago - January 2017 - to ask them to send it to me. At first, a rep named Lauren told me my footage had been found and she would send me a download link shortly. When nothing came through, I followed up and got a response from Janell in February, saying she would look into it and follow up. When I didn't hear back, I followed up again in March and got Matthew, who said the videographer had my footage and he would pass it along as soon as he could. Then I didn't hear anything, so I followed up a month later. You get the picture. I had to follow up once a month for an entire year. Matthew was very nice, but I never got a resolution.
In July, I was promised a refund if the footage wasn't found, and that I'd have an answer soon. I had to follow up again twice. Finally, in September, I told Matthew I had to set a deadline of November 1 to either have my footage or a refund. He promised I'd get the refund whether or not my footage was found.
Needless to say, it is now one full year later and I have neither my footage nor a refund. I followed up again in November to request the refund again, and my email was completely ignored. I understand this is a small company, but I gave them every chance to rectify this. It's impossible to believe that in ONE FULL YEAR, they could neither find my footage, figure out what happened to it, or admit they screwed up and apologize and refund me. Treating a customer this way is beyond unacceptable.
And honestly, a refund isn't going to make this better. We trusted this company with capturing our wedding day, and now we can never get it back. A refund won't make up for the fact that this footage was the last video footage I would have had of my favorite uncle before he passed away earlier this year. And it's not going to make up for the year of anxiety since January trying to get answers, or how sad I am that I relied on this company and didn't choose someone who would take better care of their customers' memories.
I held out hope for a year that they would find my footage and I wouldn't have to write this review, but I now feel obligated to warn others that this could happen to them.