Filed
They lost a lifetime of photos
Two days before Thanksgiving we sent a lifetime of photos to photo panda . Our box of photos was lost. Contrary to the companies promise they were not insured . My wife and I are heart broken . Although they have been sympathetic we have been leading the charge to have this box recovered. They told us this has happened about 1 percent of the time. These people should not be entrusted with your precious photos.
Filed by R A.
Reply from PhotoPanda· Jan 10, 2025
Dear Richard, We are deeply sorry to hear about the distress this situation has caused. At PhotoPanda, we truly understand how precious your photos are, and we regret that this experience has not met our high standard of care. The good news is that your photos are not lost. We have the internal ID for your package, showing exactly where in the facility its held, and have been working closely with USPS to retrieve it. They've told us repeatedly it's just a matter of time and your photos will be returned soon. Their operations are especially strained during the holidays, but please know we are doing everything we can to expedite the process. This is the first time a package hold has happened in our years of service. We make it clear that orders/shipping labels expire after 1 year. Your box was purchased in 2023. Now in 2025, since it was mailed without renewing the shipping labels, it's incredibly unfortunate that the USPS started this advanced hold process--during the busiest time of the year no less. Please rest assured that even though your order has been fully refunded, we believe photos are priceless and won’t stop until they are safely returned. We greatly appreciate your patience and trust in us during this challenging situation, and we’re here to support you every step of the way. Best Regards, The PhotoPanda Team