Picsolve 

Two weeks and still no reply or contact. I have sent 3 message. The Logo completely covers my grandsons face. The photo download is a complete waste of time unless its removed by them. But as I've said they don't reply.

Just got back from park yesterday to look forward downloading pics on the writ band we purchased and no way to download and there are missing pictures also which were scanned money and memories gone ! Silly emails no answer s . This is wrong my daughter very upset now she is a teen with special needs which is worse for her pics not to show her days out on ! £30 wasted . At least speak to us on phone give refund and sort out pic , can see why people already frustrated! I’m not going use anymore more in future and going to warn others as not fair taking money and memories away from people. So sad

I have shared asked info in ticket. I am waiting to get my digital pics for which I paid and got hard copy. My visit date was 4th July 13:45. Please check and send me my pics ASAP.

Useless, bought a picture at Alton towers on Friday 9th July, no 12 digit code on the receipt, photo or photo sleeve, submitted a customer service ticket on the picsolve website and the automated email response tells me my photo is more than 90 days old and there's nothing that can be done, bo11ocks! Not buying another photo again

Zero if I could. Utter garbage. In line with every other review you'll see about this company online. Bought 4 photos for £20 at Drayton Manor, the physical prints were cropped from the original that was shown to be on screen before I decided to purchase. I was assured I would be able to download digital versions of the photos. I have tried every day for the last 5 days to download them and it doesn't work. I contacted the customer support service and nothing from them either. Crickets. Utter shambles. They'll take your money, not give you what you paid for and will hear nothing from them. Criminal

Awful! Purchased a digipass for our visit on Sunday and cannot access my photos. I have tried getting in touch with the company via their online form but have heard nothing. I have tried locating a number but no luck. Fearful now that I have lost my photos, as I know they deleted after a certain amount of time, I am still trying to make contact. I required these photos for a special occasion and trusted the company to provide. Very disappointed and hoping they get in touch soon! A company this poorly managed should not be associated with such big theme parks such as Chessington or Thorpe Park.

What a shambles of a company. Having finally managed to get some thorpe park entry tickets for our extended passes we find that our digipass has not been extended in line with them and will need to purchase a new one. 4 didipasses that have not been used due to covid. Complete waste of time and money, no help whatsoever. Yet again, got our money, couldn't care less. Just told by thorpe park "it's a different company not our problem".

And as you can see from the reply below, which has taken an absolute age to post, picsolve care about as much as thorpe park did! Avoid like the plague!

deserves 0 stars! This company is an absolute joke you pay for a years digipass as a service and you are not able to pic up any pictures at all. Granted covid was not their fault bit on return to theme parks the 2 major ones we use the digipass for are unable to offer the service. I asked for it to be extended as I have had this pass for 9 months and not been able to get a single picture. They simply told me no as it is available elsewhere... Where I don't go! Do not waste your time or effort on this company they take your money and do not give you a service that you pay for. Should be illegal

I purchased a photo at St. Louis Aquarium in St. Louis Missouri during my visit there on 5-1-21. I was unable to download the photo on 5-2-21 at Pic Solve's website. I received a message while on the site that the photo code I entered is not a Pic Solve code. However, it is the code that I was given by the cashier at St. Louis Aquarium to enter on Pic Solve's site to download the photo. I subsequently submitted a help ticket on the site and received an e-mail that the photo code was not valid. No further assistance was offered. I also opened two additional tickets to follow-up and received the same response on both occasions. The receipt indicates that the photo must be claimed within 30 days. I have not received any help with this issue and expect the 30 days to expire without any help being provided. It is my recommendation to not purchase any photo downloads from this company. It is fraudulent. They will not assist you in retrieving the photo and will not give you a refund, if you request it.

It’s a shame I have to give a star - very poor customer service - despite contacting several times they refuse to extend an annual pass that I purchased in August last year - despite being told when I purchased it that if we went back into lockdown it would be extended so purchased in good faith - there is an article on the merlin website that states that there will be extensions for passes - and even acknowledging the fact that the article is there and still to this day is still there - they refuse to accept any responsibility and blame other parties - I am not after anything for nothing but I would expect a company to act with more integrity and better customer service and recognise that we have been unable to use something we paid for - for 5 months - this has left me with a very negative opinion of the company and would definitely not extend my pass again - people vote with their feet and due to the handling of this issue by There apparent guest services manager - I would never use this company again - I am also reporting the company to trading standards for providing false information.

*** your reply does not really add anything to the issues raised - my complaint was poorly handled - reading other reviews it appears others have had similar experience - it is quite simple in this case whether it is yourself or a third party - wrong information has been given and it is false advertising. You have failed to take reasonability for this error - which could have easily been resolved by extending the pass as advertised you have chose not to do this so I have had no choice but to raise this with citizens advise and they have in turn sent my complaint to trading standards along with all the screenshots of my dialogue with your guest services manager and screenshots stating passes would be extended.

Zero customer service.

Submitted a support ticket 3 weeks ago and have had zero responses. I'm trying to chase up now, but there is no phone number, no email address, and the only options given on social media refer you to the form to create a new request. My photo will be deleted by the time they finally get round to responding to me.

Beware if you order pictures while visiting Harry Potter World in Watford... Shocking customer service experience! Extremely poor response times, disappointing response when we finally got one, and no apologies for rudely closing our original queries within minutes of the email being sent to us with an unsatisfactory response...
We ordered some pictures prints during our visit to Harry Potter world in September 2020 and were offered "free" additional digital copies to be downloaded after the visit (with a deadline of 90 days for any claim) Went online a few days later, entered the (really long cryptic) codes from our ticket receipt, and got an error message. Tried a few more times in case it was a temporary error (as suggested on the screen) but when it still didn't work, I sent a query to Picsolve. Got an automated reply to say the query had been received, waiting for an adviser to contact me. 3 weeks later finally received an email from customer service asking for copy of receipt, which I sent. Then eventually received a response with attached pictures but noticed the size of the files was below 150 KB which struck me as too small to allow for any printing. As I was about to respond I received a notification that my query had been closed and if I wanted to contact them again I had to open a new query! So rude! I had not had a chance to say I was not happy with the response and wanted the original format. So it took three more weeks to get to the stage of "sorry but that is the standard size as the pictures are stored that way on our system to save space". Mind boggling. So glad I didn't pay the extortionate prices for digital copies only... At least we got our printouts (at a high cost but still, captive audience and all that). Needless to say I responded to the latest response ASAP to avoid being bumped off again, and complained about the management allowing such a poor service and probably getting bonuses at the end of the year nevertheless! I don't really blame the customer service advisers as they can't help being understaffed...

Terrible. Reported missing photographs within days of visit (now 2 months ago). Raised multiple 'tickets' to which they reply that I need to take some action - no information as to what or how, no response to emails, no photos and no refund.

I have had problems with photos from thorpe park going onto my digipass last 2 times I went which is really annoying and what's even more annoying is there now much I can do about it

I renewed my Merlin Digipass on 7 September 2020 and have since used it at Thorpe Park and Chessington World of Adventures. However, I have only managed to download four photos so far. I have submitted an on-line form three times now and, apart from an automatically generated response, have received no help whatsoever. I have no problem with the fact that most photo points at these attractions are unmanned as the machine confirms my photo has been requested, but with no paper receipt I have no reference number for the ride. I am so disappointed and really want a refund on my card, but can't work out how to go about getting one.

Took a long time to get a reply, refunded me for missing tickets.

I brought an annual digipass on 22/08 /2020, still no photos, still no response from anyone even merlin themselves, no money back either, memories lost more importantly

Went to Legoland Windsor on 25 August and still no photos when I scan my wristband. I contacted them but apart from a automated email, no response. Really bad service. Wouldn't use them again.

I am trying to get my online photo for two weeks now. No support from their side at all. I guess this has something to do with the fact that they entered administration on May 4th.
I wouldn't use any services from this company until their overall status is clarified.

Picsolve deleted all of my videos and photos while i was in hospital and unable to redeem them, and they didn't tell me at all of the 90-day time limit in which to claim them in. On the contrary, I was told by the people of the theme parks and attractions that i visited that i had unlimited time in which to redeem my photos and videos via Picsolve. I sent Picsolve a complaints email about all the videos and photos that I had lost. Picsolve did not respond, and still have not yet responded or helped in any way at all. I wish to take this complaint further. My experience with Picsolve has been very upsetting and appalling. I am very aggrieved, very downhearted at my loss and am not impressed at all.