We married on a Celebrity Cruise three months ago and paid nearly £2,000 for wedding photos but haven’t received them: Where are they?
- A couple got married on a Celebrity Cruise last December
- They ordered nearly £1.7k worth of photos and albums from the cruise
- Three months on, they still haven’t received the images
My now wife and I booked a cruise with Celebrity Cruises and had our wedding on-board on 22 December 2019.
While the wedding was great, we had photos taken at the time and paid £1,694.45 for the service – including £1,382.04 for a photo album.
We collected 120 printed photos and a USB stick – which we were told had the photos that were not printed on – when disembarking and informed the album would be sent to our home address.
However, it is now nearly three months on and we still haven’t received the photo album. This is frustrating as we would like to look through them.
A couple have still not received their wedding photos from Celebrity Cruises, three months on (stock image)
Celebrity Cruises have not been very helpful and no one can explain why it is taking so long.
I want compensation for the appalling service. We trusted Celebrity Cruises to make it an experience to remember, but not like this. What can we do?
Grace Gausden, This is Money, replies: I can understand why you are frustrated – forking out thousands for the cruise, and then a few grand more for photographs without a delivery date seems strange for a company that prides itself on luxury.
You opted for an expensive photo album as you wanted to collate your memories and have something special to keep from the event.
The total cost of the photos was $2,148.95 which came through on your credit card as £1,694.45 after the exchange rate was applied.
Although this was a large amount to spend, you were happy to do so as it was of your wedding memories. However, the photo album hasn’t arrived.
While you could print them off from the USB, it would be at your own expense.
A couple paid £1,694.45 for their wedding photos on their Celebrity Cruise in December 2019
Since your return from the cruise at the beginning of January, you have contacted Celebrity Cruises multiple times but to no avail.
Although you say they have been apologetic, they haven’t provided an explanation for the delay, nor have they given you a date moving forward that you can expect to receive your album.
You have now raised a Section 75 complaint with your bank in order to get the money returned to you as you are not even sure that you will ever receive the photos.
Section 75 of the Consumer Credit Act 1974 covers transactions costing between £100 and £30,000 – where at least part of the purchase was made using a credit card.
If you pay a deposit using your credit card – providing it’s over £100 – the total cost of the service or item is covered.
If the goods are faulty, or if the company goes bust and the items are never delivered, then you can contract your credit card issuer to claim back the money.
You are still waiting for this to be processed but would rather hear from the company themselves to sort out this mess.
A Celebrity Cruises spokesperson said: We are sorry to hear Mr R has not yet received the images from a package he bought onboard, and have investigated this as a matter of urgency.
Unfortunately we experienced some delay with the printing of images via an external supplier but this has now been rectified and the album will be delivered this week, in addition to all images captured from Mr R’s various shoots onboard.
We have also offered Mr R a full refund for his photo package and a gift of an acrylic print of his choice.
We pride ourselves on exceptional service and apologise that, on this occasion, it did not meet our usual standards, but have now addressed these issues to prevent them from happening again.
We are very sorry for any inconvenience caused to Mr and Mrs R and wish them the very best for their future together.
Grace Gausden, This is Money, adds: Celebrity Cruises have decided to refund you the full amount as well as deliver the promised photos.
While you have had to wait a couple of months for the photos, it is the best outcome under the circumstances.