VERANOV [Photo & Video]

Hi Cathy, Thank you for taking the time to share your feedback. We appreciate you acknowledging the quality of the final photos and videos we delivered, and we're grateful that you recognized the work that went into preserving your wedding day. Capturing and preserving wedding memories at the highest level possible is our primary focus, and we're pleased that the final work met your expectations. That said, we feel it is important to provide additional context for prospective clients reading this review. Prior to booking, our delivery timelines and post-production process were discussed verbally, outlined in the signed Agreement, and reinforced through our onboarding communications. Throughout the planning process, we sent emails covering scheduling, questionnaires, wedding-day planning, timelines, payment reminders, delivery expectations, and other important information intended to help ensure a smooth experience from booking through final delivery. The day after your wedding, we also sent a detailed email explaining delivery timelines, the editing process, file delivery procedures, and communication expectations. That communication was specifically intended to answer common post-wedding questions and provide clarity regarding what to expect throughout the editing process. Regarding communication, our records document 71 email interactions between both parties. We sent 41 emails throughout the planning and post-production process, and 24 of those emails received no response. Based on this documented communication history, we respectfully disagree with the characterization that communication was lacking. While no process is perfect, we made a consistent effort to communicate important information, answer questions, and provide guidance throughout the duration of the relationship. We also note that inquiries regarding photo and video delivery began shortly after the wedding despite the project remaining within the agreed-upon delivery timelines. While we understand the excitement of waiting for wedding memories, editing timelines remain governed by the terms agreed upon before booking and communicated throughout the process. Additionally, we encountered situations where expectations were presented as contractual obligations despite not being contained within the signed Agreement. When these concerns were raised, we referred back to the actual terms agreed upon by both parties and fulfilled our obligations accordingly. We stand behind both the quality of the work delivered and the communication provided throughout the process. For complete transparency, we have retained detailed documentation of our communications, delivery expectations, response history, and supporting materials. This documentation includes communications sent before booking, during the planning process, after the wedding, and throughout post-production. If there is one takeaway from this experience, it is the importance of asking questions before booking, thoroughly reading and understanding the Agreement before signing, and ensuring expectations align with the professional you hire. Clear communication and a shared understanding of timelines, deliverables, responsibilities, and contractual terms help create the best possible experience for everyone involved and help prevent misunderstandings later in the process. Thank you again for allowing us to document such an important day.