Haven't received wedding album and going on our 2 year aniversary! Help!

[ambidawn]

Okay...I have mixed feelings about posting this message, but I really need some advice. My husband and I are getting ready to celebrate our two year wedding anniversary and we still have not received our wedding album. Our wedding was back in California, so it's not like I can go into the studio to check up on things. The photographer took beautiful photos, however I have not received the product. I do know that the album was ordered through Graphi Studios so it is printed and bound in Europe. The photographer claims that the album is still pending in customs (since December).
At this point the photographer has stopped returning phone calls and emails. I know that she is still in business because weddings and portrait proofs still keep going up on her site. I really don't know what to do. I would never handle my clients' transactions like this. Any advice would be great!

[HotHolly]

Ask for a tracking number - it should show the package is stalled at customs.

[Jay Henley]

It does not sound like Amber will be able to get the tracking number if they have cut off communication.......bummer!! If it has been almost two years that worrys me. Did you and photographer have cross words at any time prior?

[ambidawn]

Originally Posted by Jay Henley

It does not sound like Amber will be able to get the tracking number if they have cut off communication.......bummer!! If it has been almost two years that worrys me. Did you and photographer have cross words at any time prior?

She knows that I am frustrated about how long it is taking, but our conversations have been civil. Even if I was able to get in touch with her, I don't think that she would release the tracking number or the order date to me--that would be nice though.

[ambidawn]

Has anyone had similar issues with GraphiStudio and things getting stuck in customs?

[HotHolly]

I've had packages get stuck in customs and rerouted all over the place. The best thing to do is to not flip out. If you havent asked for the tracking info yet, ask for it. All the album companies provide it as proof of shipment. It would be very odd that the photog would not share this info with you. It would also give her means to ease your worries.

Do not rely on emails when stuff matters. Lately the # of emails we have not reach the destination is really high - like 1 in 10. Dont assume the worst yet. It will only make it worse.

Not sure if Graphi can help you. That might be a way to see whats going on. At the very least, they can tell you about customs, shipment time, and all that. Graphi had been backlogged with orders after their promo last year. Their orders slowed WAY down. They might be able to give you more info.

[ambidawn]

Thanks so much Holly! That answered all of my questions.

[sbp]

I don't think it is custom problem. Looks like to me photographer problem. You have to use harsh word with her. Pull out your contract if you have one. Album is not in your hand after two year with soft spoken word so try different method.

[photochic]

Def a photographer problem.....there is NO WAY its stuck in customs, 2yrs are you kidding me. Yeah you need to pull out the contract and read over it, try to get the tracking. Honestly I have never heard of a wedding photographer taking two years to get the product to the client, the longest is a year but 2 OMG thats insane.

[AndrewCCM]

Originally Posted by photochic

Def a photographer problem.....there is NO WAY its stuck in customs, 2yrs are you kidding me. Yeah you need to pull out the contract and read over it, try to get the tracking. Honestly I have never heard of a wedding photographer taking two years to get the product to the client, the longest is a year but 2 OMG thats insane.

I have heard of much worse (no delivery at all)...right here in the DFW area...search The Knot... One photog even in the news and now hiding out. Yet somehow continues to shoot models in the area.