Bay Photo (headquarters) - Scotts Valley

Arvosana: 5/5

Bay Photo came through for me though I was a little late in submitting my images to them for a local art show. I had a 7-day deadline and told customer service about it. Even with a delay in getting one of the frames, they were able to expedite. My framed and matted photos arrived beautifully printed and securely boxed 3 hours before the show deadline. I received a People’s Choice blue ribbon on one of them. It took a team for that. Me, the photographer and a top-notch photography lab and excellent customer service. Thank you, Bay Photo.

Arvosana: 5/5

We ordered prints for creating our 30th wedding anniversary album, and they just as we had hoped. The clarity of the pictures and the quality of the paper have captured our beautiful memories. And, our prints arrived so quickly too! A++

Arvosana: 5/5

After a few experiences ordering with Bay Photo Lab, I can say I've been extremely happy with everything I've received. Well packaged, timely, and gorgeous reproductions of my photos on multiple mediums. Hopefully if I ever need their customer service it will be as good of an experience as the rest of the process.

Arvosana: 1/5

Love their products, but their shipping is ridiculous. I paid extra to get 2 day shipping, but here I am 5 days (business days) after the LABEL was created, and the label was created after the estimated production time so that was accounted for as well, and still no order in my hands. Label created on Monday 2/24, it’s now Saturday 3/1 and USPS tracking is showing it’s moving through the system but doesn’t even have an estimated delivery date for me, all this after an initial estimated delivery date for Friday 2/28 which still was not 2 day shipping either.
When I pay for expedited shipping with a specified transit/delivery time I expect to get what I paid for. They offered a refund after I complained, but that doesn’t change the fact they allowed me to select and pay for the shipping timeframe I wanted, but certainly DID NOT purchase a 2 day label for my order, which I personally consider FRAUD. I’m not mad at USPS that it’s taking longer, I’m mad that Bay took my money for a specific shipping timeframe and didn’t actually purchase a 2 day label, I don’t like shady, deceptive practices, and blatantly fraudulent practices.

Arvosana: 1/5

Submitted my photos based on the great reviews. They arrived grainy and blurry. The photos look beautiful on the camera, on my laptop, on my tv and on my phone and the prints that arrived look like something from my grandmothers house in the 90s. I’m guessing whoever does quality control took the day off. If the files I’ve submitted weren’t high enough resolution, someone should have reached out instead of charging me $500 for garbage. Extremely disappointed and frustrated. Sick to my stomach, I have a show next week and now I’m out $500 and have nothing presentable. I reached out to their customer service, haven’t heard back. Hoping they can make this right but my faith is low based on what they’re willing to send you after charging a fortune. It’s just garbage.

Arvosana: 2/5

Been using Bay for a number of years and quality has always been good, but there have been issues at times with timeliness. Well, I recently submitted an order and paid an extra 50% to cut production time in half, and selected UPS two day shipping. Stated production times on their site for the product was 1-2 days. So assuming a two day production time, less the 50%, would have been a 1 day production, 2 days to ship, 3 days total. Well, after three days I got a notification that my order had shipped. Thing is, when you get that notification that your order has shipped, it hasn't. It's just UPS being notified that a label has been created....nothing has actually shipped yet. So...no I'm going to have an unhappy client because they were able to get their product when they thought they would.

When I called CS they told me the production times on the site are "estimates", which is their way of making sure if they don't deliver timely they can wiggle out of it. The technology is there that they can update their production times and post that to the site in real-time, or near real-time. The CS agent told me she would be credit me the 50% rush fee, but not back to my card....as a account credit. I'll be using that and moving to Miller's or WHCC.

Arvosana: 1/5

Ordered a large HD metal print and was extremely disappointed with the quality — it lacked vibrancy and looked very dull. Honestly, my home printer could have produced a similar result. My advice: order a small sample first to avoid disappointment.

Arvosana: 1/5

Just got off the phone with Clint with Bay Photo as he rudely interrupted me multiple times.

Here's where I stand: I called last Friday regarding getting a Swatchbook. I was once told that we could receive a complimentary booklet for textured papers so our clients can figure out what they would like to purchase. I never got one of these booklets. The lady rep told me she would ask her supervisor if they would send me a complimentary booklet. Her supervisor was busy and would not be able to answer me so she said she would email/call me back. I got nothing and I spent about 20-30 minutes on the phone trying to accomplish this.

I just called today and waited another 25 minutes on the phone explaining my story to Clint and in the end he was extremely rude and unprofessional with me expressing that my claims for requesting a complimentary Swatchbook was unjustifiable and told me he didn't believe what I said was true thinking I made it up.

Had Bay Photo held their promise in the first place I wouldn't have wasted my time having to make a second call. I wouldn't rely on a company that doesn't hold up to their promise and treats you like garbage over the phone when I do business with you. Not someone I'd like to work with.