Complete fiasco. First, they booked a photographer in Amsterdam for our shoot in NYC. When we (the photographer in Amsterdam and I) figured this out the day of, they said it was an issue with their booking system. Then they told us we needed to rebook the shoot through their website, and that the price would be higher. This is all before we would get a refund for the original price that was listed on the site. Good customer service would have been to make the change on their end and make sure the photographer in NYC was all set for our shoot that night; not to insist that we jump through hoops to rebook, and at a higher price! The system issue was theirs, not ours, but they did not seem interested in making things right for us. We did not rebook, so no family photos for us. So disappointing.