Help Me Hank: Photo Fiasco

From practicing at the gym... to practicing at home, Shaunna Lizek is all about gymnastics.

Shaunna Lizek
”I just love it.”

OK, you could even say she flips for it! And to add to her growing trophy and medal
collection, mom Maura ordered some photos of Shaunna and her Montachusett Gymnastics Team.

Maura Lizek
”We're picture people. We have pictures from every possible event.”

But when the team photos came back, it wasn't “there's Shaunna"… It was more like "where's shaunna?”

Maura Lizek
”She is not in this picture.”

Here's the real Shaunna, here's the photo -- she’s nowhere to be found…
it wasn't even her team!

Maura Lizek
”I don’t know any of their names.”

Mom thought it would take one phone call to the company to fix this photo faux pas.

Maura Lizek
”I wasn't terribly upset at that time...”

After nearly five months of calling she got no response.

Maura Lizek
”It was very frustrating...”

At one point the photo company called back promising the photo, but weeks
later -- still nothing.

Maura Lizek
“It wasn't a lot of money, but I just wanted the picture that we had paid for...”

Shaunna’s mom was tired of jumping through hoops.

Maura Lizek
”Help me hank...”

There's no need to flip out over this one. Bottom line she didn't get what she paid for -- we checked the contract and even found a money back guarantee.

The company owner admitted they process thousands of pics, it's possible they made a mistake. He assured us he'd send the correct photo and refund their money too.

Maura Lizek
”I was thrilled.”

And when the photo arrived it was time to check. Would Shaunna be there? Sure enough that's her team and there’s Shaunna too... Now her gymnastic memorabilia is complete in the best kind of photo finish.

Maura Lizek
”We were very happy to get it.”

Those group photos of sports teams and special events are often developed in large batches, so mix-ups can happen. As a result, it's a good idea to keep a copy of your order form. That's your only proof of what you purchased.

If you're fighting a consumer battle maybe I can help.