Our videos and photos turned out absolutely amazing! We were more than happy with them! My only complaint would be the photographer suggesting we pay to add an extra hour the week ...before when we had our meeting and even then I specified we were not doing an exit. On the day of he then kept coming up to me at the end asking "why even book an extra hour if there's no exit" "what am I here for" and that was a little weird and off putting since he kept highly suggesting it in the meeting and that is why we spent the extra to do it. Besides that, the pictures and videos were phenomenal!
EDIT TO ADD: After I posted my initial review with a 4 out of 5-star rating this morning and also adding some of our beautiful pictures which I have since removed during this edit, Rick reached out to me almost immediately. Although TheKnot's rating defines 4 stars as "expectations met and slightly exceeded," he expressed that, in his view, a 4-star rating equates to a 60-80% score, comparing it to a
"C" grade. I responded politely, clarifying TheKnot's scale and reiterating I felt the experience was overall positive but did include areas for improvement. One detail I did not mention in my original review was that Rick referred to me by the wrong name for a portion of the wedding day. Additionally, after the wedding, when the photos were delivered, I noticed that my necklace was crooked in our only family photos. Rick had initially agreed to fix this in editing, saying it would be done by the end of August due to scheduling, and I appreciated his willingness to help.
However, following my review, Rick informed me via email that "fixing the necklace would be above and beyond what was expected of me. With your review, in no way are you going above and beyond - if anything, you are damaging our business. Fixing the necklace is no longer appropriate." I replied to clarify that withholding a service based on a customer's review is not only unprofessional but is prohibited under the Customer Review Fairness Act, and I informed him I would be reporting the incident to the Better Business Bureau.
In response, Rick told me that if l "understood basic math" I would comprehend his interpretation of the rating system and added that if I were "ever a business owner," I would "look back and notice the gravity of [my] actions." For context, I am currently a successful business owner and greatly value all feedback — positive or critical - as it provides opportunities for growth and improvement. I cannot imagine ever addressing a customer in the tone or manner that I experienced during this exchange.
Up until these interactions, I had actively recommended this business to family, friends, and on social media. My initial review was honest, thoughtful, and intentionally omitted negative personal experiences such as being repeatedly called the wrong name. While the photos were visually beautiful and the video product, delivered by Rick's wife, was truly outstanding, I would not have chosen to work with this vendor had I known the level of unprofessionalism I would later encounter. She has shown extreme professionalism in all of our encounters with her, but he has shown the opposite. Unfortunately, despite the high-quality visuals, the customer service experience has been deeply disappointing.
Also, not sure why the response included all of the raw photo from our wedding? The original review I made was for the photography hour added as the videographer left an hour prior?