Following that post, I received a few comments…4 to be exact…that were less than flattering for the company. Fact is that every business will have missteps and slip ups along the way. Actors are like any other consumer: we want what we’ve paid for. Simple as that. Unfortunately, all transactions over the internet don’t go smoothly. When that happens, when the level of trust that is necessary to complete an online purchase is somehow diminished, we consumers get a bit worried at the least and often we get downright angry. All that is understandable.

I know from experience how expensive it is for an actor to keep supplies of headshots, demos, etc. When we spend our hard earned money on these necessities, it really gets perturbing when it seems we may have been scammed.

Now, I don’t know exactly what went wrong for the people who posted negative comments about Headshot Depot on this blog. But I do know that I paid attention. It made me rethink my positive comments and it made me reluctant to place a subsequent order.

Recently I found myself running low on a particular shot I use so I needed to get some new prints. For a number of reasons, I prefer to do this type business over the internet: it’s convenient and I can do it at 1:00am if I want to, the cost is reasonable and the quality of reproductions I’ve received has been excellent.

In deciding where to place my most recent order I looked around at some of the competitive sites that provide headshot reproductions. After an admittedly quick survey of a few sites, I found that I still preferred Headshot Depot for several reasons.

The primary thing I like about the site is their interface. I can upload a photo, adjust the framing to a certain extent, change the background from light to dark, see what it looks like with and without a border…and all in a very few minutes. There may well be other sites that make the ordering process as quick and as easy as Headshot Depot…and I’d love it if you guys would clue me in….but I didn’t hit them in my search. So, with a little reluctance, I placed a new order.

Now comes the slightly negative part of the experience.

I order a lot of things online. I have become accustomed to receiving almost instantaneous responses following placement of an order. If I order computer parts from Newegg, for instance, there is an email confirming the order – in full detail – practically as soon as I hit the ’send’ button to complete the order. Same with most other sites from which I purchase.

Not so from Headshot Depot. I placed an order rather late at night, so I didn’t get upset at the lack of an instant response. When there was still no response the next morning, I started to rethink my decision.

But, not to worry, I did get an email response and it contained my ‘proof’. I was to approve and reply and I was told I’d receive another email regarding payment for the order.

Okay…not the smoothest way to handle the transaction, but I wasn’t being ripped off. Of that I was convinced.

Then…more waiting. I waited for a day or so and when I hadn’t received the email about paying for my order, I emailed the company. I was told the order was actually ready and I should be receiving a billing email shortly.

Later the same day I did, in fact, receive an email instructing me to pay via PayPal and I was good to go.

After paying, I’m accustomed to receiving notification from the vendor that they have been paid, with shipping details included.

Not so with Headshot Depot. Of course I did receive a notice from PayPal, so I knew the transaction was complete on my end. And so I waited.

About a week later the headshots arrived. They actually arrived on the day I had decided it was time to reach out again and find out the status of my order.

So…final opinion: Headshot Depot needs to upgrade their process of communication with clients and completion of orders to match the excellent impression they make with their ordering interface. The product I received this time lives up to the excellent quality of photo reproduction that I previously experienced.

Will I order from Headshot Depot again? I will. The service could definitely be better…smoother at least…but the product is excellent and the pricing is competitive with any other service I’ve utilized.

Today I received a follow up call from the owner who wanted to make sure my order had arrived and that I was satisfied. Now that’s good customer service. I relayed my ‘problems’ and suggestions to him and he seemed receptive.

If you have a good or bad experience with Headshot Depot let me know. I certainly don’t want to be in the position of recommending a service or business that is not delivering on their promises.

Bottom line: caveat emptor.