Dwaynes Photo....two Thumbs Down For Service

Well, I just started shooting film again and spent some time on other forums looking for a good color lab. Dwaynes Photo kept coming up so I gave them a try. I sent 4 rolls of 35mm off and a few days later 2 rolls of 220 with a note to process the orders together so I didn't have to pay another $5. shipping charge if they were going back out a few days apart.

Well, I recd both orders today in ONE envelope and was still charged $5 per order for shipping. I was impressed with the results of the 35mm rolls but one of the 220 rolls was shot or loaded wrong and the negatives were almost all clear. I was surprised to find prints and even more surprised to find a CD included with the bad roll( even the local CVS with high school kids running the machines call if the negatives look bad before they print or put on a CD)

So I called with the anticipation of a quick conversation and refund for the additional shipping and at least the CD charge and credit for the bad prints( again not a problem with any other lab I've dealt with)

The first girl I spoke to didn't seem to grasp the concept of what I was saying, so after 5 minutes I asked for her supervisor. She came on and basically told me that's what I ordered and that's what I'm paying for. I asked if they have any quality control there, and again was told that's what I ordered so that's it. She did agree to refund the extra $5 in shipping charges. I then spoke to the lab manager who was of less help than the other 2. After over 15 minutes now he said he would refund the $3 for the cd and $5 for the shipping. I expressed my dissatisfaction with the customer service and how CVS would at least have contacted me prior to printing and putting bad pictures on a cd and he said, that I should got to CVS and get my film developed.

A few minutes later he called me back to inform me he wasn't refunding me for the CD as it bad due to my error in exposure. ( which I admitted from the beginning).

So for $3 Dwaynes Photo lost a profitable customer , I guess they're so popular it doesn't matter to them though...