Dear Parent,
Thank you for getting back in touch, and I’m very sorry for the frustration this situation has caused — I completely understand how disappointing it is not to receive your child’s photographs.
In a small number of similar cases in the past, it has later turned out that the reason a child’s images were not available was simply that they were not present on the day of the photo session, or did not make it to the photographer when their class was called. This can occasionally happen, particularly on busy school photography days, despite everyone’s best efforts.
As some time has now passed since this shoot, we’re unfortunately unable to verify attendance ourselves, but it may still be possible for the school to confirm whether your child was present and took part on the day.
Of course, this may not be the case, and if so, please accept our sincere apologies. We take situations like this very seriously. With each school we typically capture many thousands of images, and while it’s extremely rare for an individual child’s photographs to be missing, we fully appreciate how upsetting it is when this happens.
We absolutely accept responsibility for the outcome, whatever the cause, and we are genuinely sorry that we’re unable to provide the photographs on this occasion. As advised, we will of course ensure your child is photographed again at the next available opportunity.
If you have any further questions or if there’s anything else we can help with, please don’t hesitate to let me know.
Kind regards,
NiceSmile
