Acceptance Guarantee? Useless When They Can’t Get It Right the First Time
This place’s "acceptance guarantee" for passport photos is nothing but a hollow promise. Sure, they claim they’ll keep taking photos until they get it right, but what good is that if you’re on a tight schedule? I provided the photographer in Klagenfurt with the official government guidelines to make sure the photos were correct, yet they still managed to botch it. My photos were rejected, leaving me scrambling to fix the issue before my passport appointment.
Even worse, their so-called guarantee doesn’t consider the practicalities. I had a 30-minute window for my appointment ... in Vienna! —hardly enough time to hunt down one of their other locations there to try again. And given my experience at this branch, who’s to say the others would do any better?
While I eventually got a refund, it came only after enduring rude and dismissive treatment from the staff. They acted as if their incompetence was somehow my fault. I had to demand to speak to the manager before I got an apology at all and my money back—but by then, the damage was done.
If you need passport photos that meet the standard the first time, save yourself the headache. Their "guarantee" isn’t worth the stress, and their service is downright abysmal.
Reply from Hartlauer Handelsgesellschaft m.b.H
Dear Hartlauer customer,
we are truly sorry to hear about your negative experience with our service. Our Service is designed to ensure that your photos meet the required standards. It is unacceptable that this did not work in your case, and we understand how stressful it must have been. We are also disappointed to hear that you felt treated disrespectfully. This should never happen. Respectful interaction with our customers is a top priority at Hartlauer, and we will thoroughly investigate this incident to ensure it does not happen again. If you have any further questions or need assistance, please contact our customer service directly. You can reach us at service@hartlauer.at or by phone at 0800 31 13 33. We are here to help and want to offer a satisfactory solution. We take your feedback very seriously and thank you for taking the time to bring these issues to our attention.
Your Hartlauer Service Team
