My problem is more with Yuen Lui Corporate. (So m...

My problem is more with Yuen Lui Corporate. (So my apologies to the Roosevelt Studio) Twice I've had major problems with Yuen Lui's service.

First time I did an outdoor photo shoot in September for Christmas Card photos, and was promised the photo CD within 2 weeks of the shoot and the complete printed package within 4 weeks. When Halloween came and went with no CD or prints, I began calling the 800-number they provided me. Always straight to voicemail, and no call back. Then Thanksgiving came and went...you guessed it, no CD or prints...voicemails, no call backs. Finally, mid-December I decided to walk into a studio (the one off of Roosevelt, as I had been a customer there for years), and pled to an employee there to please help me with this situation--maybe they had a direct line they could call. After two weeks of even their own employee getting the runaround from corporate, my prints and CD showed up at their studio on December 23rd. So much for those Christmas cards. But they had zero of the touchups or cropping--that was an additional charge I had paid for by the way. So the order had to be sent back. Two weeks later I received the redone order--but it was either outsourced or a rush job, because is wasn't on Yuen Lui's paper or stamped with their gold logo. Whatever.

A year later I find myself in another predicament. My son's school uses Yuen Lui for their student/yearbook photos, and team photos. I placed an online order for my son's yearbook/student photos, and just never received the package. It was about $30 and not a great photo, so aside from a quick email to Yuen Lui's student services, with no reply back--I didn't pursue it since the photo kinda sucked, to speak plainly. But then I received a photo proof of my son's basketball photo, both an individual and team shot, and the entire class in front of the school--so I regrettably placed an online order on November 3rd ($70 worth of prints) using the order info provided on the proof. It is now mid-March. I've emailed Yuen Lui's student services, called their 800-number (straight to voicemail always!)--on reply or call back, month after month. They had no problem charging my credit card within minutes of the order placement though. I can't even seem to get a response from anyone about getting a refund, though I'd still prefer the prints.

At this point I don't really know what to do. Walk into the Roosevelt Studio again and ask someone there to fight another battle for me? Contact my credit card company and find out if it's not too late to refuse payment?--I didn't do that earlier, because I was holding out hope for these prints.

How does a company run their business like this?? They supposedly have a good reputation and their prices suggest you're paying for good service as well as quality work. After having two experiences so equally bad, I can't believe I'm the only one out here with this problem with Yuen Lui Corporate.