Epic | Photos + Films

ients. I wanted to answer you on here since our phone conversations were nothing like this review, and you have not been returning our calls when we are reaching out to try to make anything we can better - making you thrilled with our work is our number one priority. When we talked on the phone you said you loved the work you saw, so it is very confusing to us that you didn't contact us with any concerns or give us a chance to make you happy. We thought you enjoyed everything until you started posting things that did not reflect what you were telling us. The thing we don’t understand is why you would got to every site you could find to share this same post, intentionally looking for people to try to say something bad about our company, when that isn’t the experience you received, and your review isn’t a truthful reflection of our work for your wedding. Now we feel like we have to defend ourselves because of your misleading review. On the phone you said you loved the photos (see photos here https://epicphotography.smugmug.com/Weddings/Weddings-2015/Lacey-Bobby/Editors-picks/ + https://epicphotography.smugmug.com/Weddings/Weddings-2015/Lacey-Bobby/Full-gallery/. ) AND the videos we produced for you (Here is the highlight: https://youtu.be/CzQBP1_6o7s We would never say we would create a blooper reel for a video beforehand - bloopers are things that "may" happen, you can’t guarantee there will be bloopers - in addition to the highlight and teaser video we made, we gave you literally every clip shot the day of the wedding. If there were any bloopers, you would already have them. If there was something from the video missing that you thought we had discussed, why wouldn’t you contact us about it first? 
There are a total of 3 potential people you could have talked to here in the office - your review made it seem like there are tons of people here, and that it is overwhelming and confusing. Everything we talk about is documented, and we fill out forms for the day of, that’s how we ensure everyone is on the same page. Here are those forms: Client Consultation - https://docs.google.com/spreadsheets/d/1DGC442fX3p5hXUHzgbTD0b3i7AYu7EWblHKciMeVaZQ/edit?usp=sharing Must Have Shot List - https://docs.google.com/spreadsheets/d/1hw_jazCPyXonPmKq8jfCmMqOFdsaVRQEzig-TBPIuHI/edit?usp=sharing Family Shot List - https://docs.google.com/spreadsheets/d/1FBHcQ6diSdQDXkYErQzWZe4SyQ8im_9Kv8V2npb3V38/edit?usp=sharing We are certainly not perfect, no vendor is - the makeup and hair ran behind, which crunched down what time we had to shoot through everything on your list. Here are the things we did NOT get the day of: If you read through your must have shot list, and compare it to the full gallery of pictures, you will notice the only shots missed were shots of the bridesmaids dresses hanging, and your mom opening her gift, which didn’t happen with us during the scheduled prep time. The only other shots that didn’t happen, were timeline related - because of the day running behind, we didn’t get shots of guests opening their personalized letters (we were shooting portraits and the cocktail hour during this time period) and we were unable to get an empty ceremony venue picture (because we were trying to fit all of the prep shots in a smaller than planned window). We DID however get hundreds of other shots, including all of the important events, all of your bridal party shots, lots of couples portraits and bridal portraits, great coverage of the ceremony, all reception events, etc. The only ones you asked about on the phone missing were photos we never talked about, and were never recorded onto the forms. We hit probably a 97% hit rate on all of the hundreds of photos we talked about beforehand. You also had previously had a video made of yourself learning to play the violin as a surprise to your husband (which, by the way, was super cool. A great idea, and a great surprise) but you were unable to get us a video file we could use - whoever worked on THAT video did not save the actual assets. Since there was music laid underneath that video, there was no way to include the talking parts in the new wedding video without that music. If your previous editor had kept the actual assets, we would have LOVED to include that, it would have been a super unique touch. Lastly - you complained about talking to us after the wedding - here is the email thread of every contact we had post wedding https://docs.google.com/document/d/1BmJga_jsAFB8TNbSu-W4oltdWUbewW8OZwBGPnFnVKE/edit?usp=sharing You will notice that, besides over a weekend, we responded within hours to every email you sent asking about anything. When we called for clarification of any issues, no-one would get back to us - so email turned out to be a more efficient manner of communication. We can’t understand, with this track record, how you could view this as difficult on our end. Our shooters really enjoyed working with you the day of, and had nothing but good things to say about you. We thought you ended up with beautiful photos and a great capture of the day through the video. More than anything, we hate that you had anything go a way that you weren’t thrilled about. We have hundreds of clients over the past 10 years who have worked within our system, and ended up being thrilled with our work - we would do anything possible to make you happy with what we provided. Your confusing response to the work that was done made us feel like we had no choice but to respond in this matter. If there IS anything we can do - whether it be an additional session, print products, a different video edit, anything at all that would make you happy, we want to do that. We have given you all of the photos, and every clip of video we shot from the day, and would like nothing more than to make you more than happy with your photos and videos. Just give us a shout back.