I am not in the business of slating people for no reason, I will only state facts here.
We originally booked with Kerry under her business name "Kaptured by Kerry" for our March 2021 wedding and we paid in full at the time of booking. Due to covid we had to postpone for 12 months. Kerry was more than happy to just transfer everything to our new date of March 2022. 4 months before the wedding and we get radio silence. E-mails are suddenly bouncing back, phone number no longer in use and no evidence of the business existing online. Finally, in January 2022, we get a message from Kerry's sister, after the traumatic loss of her Fiancé, Kerry had decided to rebrand the business as “A Touch of Autumn”. Communication resumed and our wedding came and went. I will say, Kerry did take some wonderful photos on the day. Our "Sneak peek" pictures were available online quickly and the full album was viewable by the end of April. Part of the package that we paid for included a Photobook and a USB. I chased Kerry in July (4 months after our wedding) for an ETA on the photobook and USB, she said we must select 80 pictures from the online album, we do this and let her know. August rolls around and we receive a box in the post, a USB is included and 25 individual photos. The box had the wrong name on it. I message Kerry to make her aware of the error on the box and enquire about the photobook at the same time, she assures me that she will rectify the box issue and send a new one out to us with the photobook. October, I chased Kerry yet again for an ETA on the photobook and replacement box. I'm ignored. I leave it a week and message again, I finally get a reply from Kerry's sister Molly, after another traumatic event, Kerry is taking some time off, but Molly will send the box and book out to me. I wait another week and check in with Kerry/Molly, I am told that the book was sent some time ago and the replacement box would be sent out that day. I ask for proof of postage for the photobook, once again I am ignored. End of October I send another message which gets ignored. A few days later I send another message, this time the reply comes from Luke, Kerry's Fiancé.... He says the book was sent on 3rd September, but they have put in a claim with Royal Mail and re-ordered the book. He assures me this will be a quick turnaround as the book has already been created. He tells me a day it should be there with them and that they will send it on 1st class recorded for me with the replacement box. 8th November, we receive the new box, now there’s no name on it at all. Still haven’t received the photobook. At the time of writing this, it is the 17th of November, 8 months since our wedding day. I am now being ignored again after being passed from Kerry to Molly to Luke…. Nobody seems to know where our wedding photo album is, or when we will get it, that’s if I’m lucky enough to get a reply at all. Communication has been terrible. While I am being ignored, I can see the daily updates on social media and I can’t help but wonder, if these are the next people to be sorely disappointed with who they chose to capture their wedding day.
As they are in breach of contract, I am now seeking advice from Citizens Advice and Trading Standards.