Artist Photographer
Verified2 reviews
We did their senior dog project and we had the most amazing time. We wouldn’t usually be able to afford photos as amazing as this and we’re so thankful for the opportunity. We had Amanda as our photographer and she was sooooo lovely and then we had Rebecca on zoom to help us choose our photo. She was so helpful as we found it hard to choose as they were all so beautiful. Our family photo is now sitting pride of place in our Living Room and now that we’ve had another baby we plan on going back to have another session. It really feels like you’re part of something so luxurious and special. I always felt a bit intimidated to do something like this but now we look forward to going back as a return customer instead of just a project winner because they made us feel so comfortable and welcome.
QUICK SUMMARY: I do not recommend this company due to poor service and a terrible follow-up ordering session. However, the final product was beautiful, and the photoshoot was nice. IN DETAIL REVIEW: I won a photoshoot through an Instagram promotion. I attended their South Melbourne studio. The photography session was fine, but the follow-up session with the Art Director was bad. I did research to make sure the company was legit before I paid my deposit, but I wish I had looked more closely at the reviews. I now know that my experience seems to be a common occurrence.
The prize included: "A complimentary full family and pet Portrait Experience at one of our Studios located in Geelong or Melbourne. A 10x15” Fine Art Portrait of your choosing (ready to frame) valued at $2,000."
To book the appointment, you had to pay a refundable holding deposit of $200 for weekday bookings or $300 for weekend bookings. If you want to, or are convinced to, upgrade your prize, be aware that their prices are extremely high. Their pricing is their right, but for context, one photo costs more than an all-day wedding photography service I recently used. This is just something to be aware of.
The photography session at the studio was okay. The receptionist and photographer were both nice, although neither seemed to really know about the promotion or what it entailed, so they couldn’t provide me with any further details about the process or outcome.
The follow-up ordering session was where the experience was bad. It could have been a 15-minute appointment, but instead it took an hour. The Art Director clearly had a script of things she wanted to say and wasn’t listening. This is pretty normal for a sales pitch, but it was exhausting. I met with one of the Art Directors to see my photos. She kept ignoring me when I said I only wanted what was included in my prize and continued to try to upsell me. I had to stop her and reiterate that I would not be spending any additional money three times before she seemed to take me seriously. She then got very frustrated and short with me, as if I was wasting her time.
Following her abrupt change in attitude, I was asked to digitally sign the contract while on the call. In retrospect, I wish I had declined signing during the call so that I could have calmly looked over the contract and not felt pressured. Because I felt uncomfortable regarding not spending more money and felt like I had to say yes because I had "wasted" her time, plus the pressure of her watching me, I gave my consent for them to use my photos when I wasn’t comfortable with it, but I understand that was my mistake.
I also found it distasteful and uncomfortable that the session was recorded without my consent and without being acknowledged. I only realised it was recorded at the end of the call.
Other things to note: - Limited details on their website. The page on how to prepare and what to do with your pet only has information for dogs. - You have to pay for street parking at the South Melbourne studio. - It’s not an accessible studio, you need to walk up a flight of stairs to access the South Melbourne studio. - To receive your photographs, you need to go back to the studio to collect them.
There is very little information given; a lot of the confusion and shock could have been avoided if they had a simple and clear document to send participants on the process and what to expect.
As a business, they should consider a different marketing method.
It would have been 1 star, but the receptionist and photographer were both very nice, and the final product was beautiful.
Hi Amy, We're pleased to hear that you enjoyed your photography session and, importantly, that you found the finished portrait beautiful. However, there are several factual points in your review that we feel are important to clarify for future readers.
The $200 weekday/$300 weekend booking deposit is fully refundable and is disclosed before an appointment is confirmed. Its purpose is simply to protect the considerable studio time we reserve exclusively for each family. It is not a purchase requirement and customers are under no obligation to purchase additional artwork.
Our portrait collections and pricing are also explained as part of the process. Clients are welcome to select only what is included with their experience, or purchase additional artwork if they love more of the images. The choice is entirely theirs.
We also don't believe comparing bespoke portrait artwork with the cost of wedding photography is particularly meaningful — they are very different products and business models. Our pricing reflects the photography, retouching, artwork production, framing and service involved in creating finished pieces designed for a client's home.
Artist Photographer has been creating family portraits for more than 40 years. A business simply doesn't survive for four decades without providing an experience and finished product that clients genuinely value.
We're sorry that you felt uncomfortable during the ordering appointment, and that feedback is something we take seriously. But we do want prospective clients reading this review to have an accurate understanding of how our deposit, pricing and purchasing process actually works.
We are nevertheless very pleased that you enjoyed your session and loved the finished portrait.
I am truly happy that your company has survived for decades, and I'm sure you have many happy customers. My negative experience, which is echoed in your Google reviews by other customers, could be easily rectified with a change to your marketing approach and clearer communication to both your clients and staff.
I acknowledge, as I did in my initial review, that the holding deposit is refundable. But consumers should be aware that your Art Director used it as a given product deposit as part of her sales pitch. For example, if it was a $1000 upsell (price for the sake of the example, not an exact product), she would argue that it was really only $800 more because we can use your $200 appointment deposit.
I know that the wedding photography comparison must be frustrating as a creator, but for consumers, especially those attracted through your social media promotions, it is relevant to know. From my understanding, your main product feature is the archival quality and printing techniques. But for most people entering to win a free photography package, that isn't a top priority.
Getting information regarding the pricing and purchasing process was quite difficult to do. Two of the three team members I spoke to could not give me the basic details I asked for. And the webpages I was sent to prepare were lacking key information.
Suggestions: Change your social media promotions; I think you're targeting the wrong audience. Instead of pushing the free photography, focus on the beautiful archival-quality work you create. Improve communication within your team. Update your automated emails and webpages.
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Thank you so much for such a beautiful review! ❤️
It was an absolute pleasure having you and your beautiful family in the studio for our Senior Dog Project.
We’re so thrilled to hear how much you enjoyed the experience and that Amanda and Rebecca made you feel so comfortable and welcome. We know that stepping into a boutique portrait studio for the first time can feel a little intimidating, so hearing that you now feel excited to return as a family is incredibly special to us.
And we couldn’t be happier that your family portrait has pride of place in your living room! There really is something wonderful about seeing your family captured beautifully and having that artwork become part of your home.
Congratulations on your newest little addition, and we can’t wait to welcome you back for your next session. We’re so grateful to have you as part of the Artist Photographer family. ❤️