Historically, I've had great success with Bay Photo Lab. Last year alone, I spent well over five figures on prints from this company. That all ended last week. I placed a small order using ROES (successful sign in) only to receive an email that my credit card was not accepted. I figured it was a renewal of the card issue, so I tried to log in to address the problem. My log in was denied. I logged in through ROES, but when I tried to access my account info, it took me to the same website which refused my log in. I tried a chat but the chat window would not open, so I called only to hear that the wait time for an agent would be 40 minutes. Who has 40 minutes to wait on hold? So, I sent an email.Over 48 hours later, I got a response to the email which told me to log in and change my credentials. Of course, since I cannot log in, I cannot log in to change my credentials. I was then given a link to log in to change my credentials, which failed, gave me a message which read "Internal Server Error".I certainly don't have the time or patience to deal with this. Instead of an "Oh my gosh, I'm so sorry for the issues, let me try to help you as a very important customer (whether I am or not)" kind of email, the one I got was more like a form letter and it took over 48 hours for them to respond.There are plenty of other photo printing labs eager to book my business. I am betting that their customer service will not suck, like what is on display at Bay Photo Lab. At least, I am hoping so.
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Professional photographic printing, press printing, canvas wraps, mounting, Metal Prints, and more for pro photographers around the world from our state-of-the-art lab in Santa Cruz, California.
