<p>Hi Ashley,<br>
I had a similar complaint just recently so I know what you are feeling. So this is how I handled it. As we all know as photographers, there will come a time where someone will complain about something. You did correctly by getting a hold of the Bride (or attempted to via phone) to try and offer a solution to the problem. Since they did not want to really bring up the problem till the New Year, if in fact that it was a really bad problem, then you should have not pursued it further. This being said, we have to learn that not all the photos will be loved or liked by the customer. We all seem to believe that we have to please everyone 100% and unless you had something in writing warranting that concept then you should not feel obligated to do anything. Being that sometimes we fall in love with our own work (and we are human), we do make mistakes from time to time. A bad position, angle or pose. During your culminating, if you found it to be a problem, I am sure you would have removed the photo or deleted it. However in this case some photos which you felt were good ended up in her collection. I did the same so when I was messaged about the problem I did what you did. Contacted the bride. The solution, apologize, offer a instant fix if warranted and then move on. If you can fix the photo you can offer as a solution to do so but if it can't be fixed, you can't go back. Don't try to do something that you cannot control. For now, if they have already given you the problem photos, be honest and apologize if you cannot fix them. You can offer a retake but at a cost that will not hinder your schedule or your income. If they say its ok, then at least you cared enough to put out the offer. The hardest part of this is the apology and the having to listen to the complaint without giving an excuse. After that, its all good. A hard lesson but with experience it gets better. I hope this message helps.</p>
