My Response from CVS
Dear Ms. Ward-Bluhm,
I wanted to apologize for the poor experience you had with your photo processing at our South Walnut Street CVS store in Bloomington this weekend. I am sorry that your pictures were not developed per your preferences and that you were charged for the undeveloped prints. At your convenience, please stop in the store and speak with the Store Manager, John Boruff. I have spoken with him regarding the problems you encountered-he is addressing the service issues and will be glad to complete a refund for you. We are extremely sorry for the poor service you received and will be refunding the whole processing price, not just the charge for the undeveloped prints.
As you indicated you received the premium processing even though you had not requested it, it sounds like you sent the photos off to be developed via our 2-day service. Generally, the outside processors develop every frame and calcuate the price based on this, as they process a large volume of film every day and do not examine each roll to check for un-taken pictures. However if you check your pictures, as you did, at the store, they should reduce the price if you bring their attention to undeveloped pictures. Obviously the person who waited on you did not follow our policy on this and I again apologize for the poor service they provided.
In the future, may I suggest you consider utilizing our on-site processing lab at that store or either of the other two Bloomington CVS locations? When you have pictures developed on site, they should check as they develop them for any undeveloped pictures and automatically exclude these from your total price. You also can inspect your photos and choose not to purchase any poor quality prints as well (for example your flash didn't work and the picture is very dark), so you only pay for the processing of the pictures you want. You receive more personal attention to your pictures in our on-site lab then if you send them off, and they will also be done the same day, generally within 1 hour.
As I said, please go to the store at your convenience and the Manager will be glad to assist you and provide a refund. If you have any further questions or comments, please feel free to contact me directly via email or at 812-279-3105.
Thank you, and I hope you will give us another chance to provide you with quality photo processing and excellent customer service.
Samuel S. Wilson
District Manager
sswilson@cvs.com
Office: 812-279-3105
I wanted to apologize for the poor experience you had with your photo processing at our South Walnut Street CVS store in Bloomington this weekend. I am sorry that your pictures were not developed per your preferences and that you were charged for the undeveloped prints. At your convenience, please stop in the store and speak with the Store Manager, John Boruff. I have spoken with him regarding the problems you encountered-he is addressing the service issues and will be glad to complete a refund for you. We are extremely sorry for the poor service you received and will be refunding the whole processing price, not just the charge for the undeveloped prints.
As you indicated you received the premium processing even though you had not requested it, it sounds like you sent the photos off to be developed via our 2-day service. Generally, the outside processors develop every frame and calcuate the price based on this, as they process a large volume of film every day and do not examine each roll to check for un-taken pictures. However if you check your pictures, as you did, at the store, they should reduce the price if you bring their attention to undeveloped pictures. Obviously the person who waited on you did not follow our policy on this and I again apologize for the poor service they provided.
In the future, may I suggest you consider utilizing our on-site processing lab at that store or either of the other two Bloomington CVS locations? When you have pictures developed on site, they should check as they develop them for any undeveloped pictures and automatically exclude these from your total price. You also can inspect your photos and choose not to purchase any poor quality prints as well (for example your flash didn't work and the picture is very dark), so you only pay for the processing of the pictures you want. You receive more personal attention to your pictures in our on-site lab then if you send them off, and they will also be done the same day, generally within 1 hour.
As I said, please go to the store at your convenience and the Manager will be glad to assist you and provide a refund. If you have any further questions or comments, please feel free to contact me directly via email or at 812-279-3105.
Thank you, and I hope you will give us another chance to provide you with quality photo processing and excellent customer service.
Samuel S. Wilson
District Manager
sswilson@cvs.com
Office: 812-279-3105