Marston Events Reviews 146

After a couple of emails, my problem was resolved and we are happy with the end results. Thank you.

I’m so grateful to Mary at Marston Events for her exceptional assistance. After losing my son’s 2018 graduation photos, Mary helped me reorder them. Her professionalism, kindness, and efficiency made the process seamless. Excellent customer service. Highly recommended.

Marston Events supplied great gowning and photography services, it made the day very special and the customer service throughout has been brilliant!

Marston events were used for photography for UCL graduation. When I received the photos a month later, the family picture had some serious quality issues. There were black patches on unnatural parts of the skin for multiple people and some people were cropped out of the frame, making the photo look terrible. I sent a polite email outlining the issues, providing my order reference, and requesting the necessary corrections.

I received a response the following week asking to send a photo of the images, which I promptly did. After another week, I was asked to send pictures of the entire order, including those without problems and repeats of various sizes, which felt unnecessary and inconvenient. Nevertheless, I sent the large set of attachments.

Since then, I have followed up with emails and calling, but I have received no response. This has been incredibly frustrating and disappointing. I’m now left with unusable family photos (including the digital version I paid for) and wasted time and effort on back-and-forth communications that led nowhere.

If anyone is considering using Marston Photography, I strongly advise you to find your own photographer which would be more reliable and a lot cheaper too! I will be escalating this further and asking my bank for a charge back, as I have spent a huge amount of money without receiving the services I paid for. Very disappointed.

Update: they have edited the picture as requested but after 5 days I have still not received confirmation of the new order or received the amended digital images after calling and emailing again.

RIP OFF RIP OFF BAD BA BAD BAD

Absolutely bad ripping students snd parents dont use them
they charged £15 just to register to have photos what is all this abouts

DO NOT BUY PHOTOS AS THIS IS THE WAY TO HIT THEM IN POCKET

In reply to your comments
Regardless of your website it still is a rip off for the students and you cannot justify the charges and your photos are not that brilliant either

I’ve had my picture taken twice at graduations with Marstons and both times have overpaid. The first time, I paid in advance for photos (£30ish)and then had to pay again online when they were ready (£25 each). The previews were so blurry, I had to buy 3 as I couldn’t tell which one was good enough. I never got the pre booking money as credit nor did I receive any additional photos.

Then, I recently had a second graduation where I didn’t pre book and paid on the day. I paid £25 for a single photo but have not received this credit on my account to be able to purchase my photo. That means that I will have to pay additional money again.

I highly recommend hiring a photographer rather than Marstons. The process has been very distressing.

Marston events were hired for my graduation at Goldsmiths. After awaiting a few weeks, my photos came through but were edited completely differently to eachother! Making me and my parents look quite orange. I asked for them to be redone and finally after going back to the company 3 times to ask where they were as it had been a month since they said they would re-edit, I then received them and they were EXACTLY the same! They will not give me even a partial refund and instead say they need all the images back for a refund to be given which would leave me with no pictures at all of a big day. They took at least a week to reply to each email making the process tedious and did not seem to care about how disappointing it was. A huge amount of money spent and bad quality images received. Would not recommend.

Great customer service by Cassie👍👍
She resolved my issue with lots of patience.
It took a while to get things sorted but had a happy ending. Now I am waiting for my hardcopy to arrive.
Thanks Marston team👍👍

It is just a feedback of my worst interaction with any company like Marston Events to receive my photos after so much delay, money and stress.
1. I received my photos after 3 and half months of the ceremony held at RCOG, London.
2. It is your company's responsibility to deliver it to my home address that was correct all the time as on the same address I have received it now by special courier after paying 30 pounds plus 18 pounds extra.
3. You people just shared a tracking number and that's all. I am living in the UAE, even I don't know what to do with this tracking number and on which website to use it? So this shipment went back to you without any contact with me from your end without my knowledge except the tracking number.
4. When I called your company in the UK, your staff was very rude and she threatened me twice to put the phone down without uttering even a single word of apology on my lost shipment.
5. Then I complained to your customer care email ID who replied to me after one week with a half reply which as not useful for me at all.
6. Again I had to call you next day and your satff said that you will receive the link in next 5 minutes which was not shared at all. I waited for 48 hours more. Then I called you again and then I received the payment link and paid 18 pounds extra for no fault on my part.
7. Ultimately, I got my shipment yesterday by a special courier yesterday who kept me posted on each and every movement of my shipment. I wonder, why was my shipment not sent earlier in 30 pounds which is sent now in 18 pounds.
I don't want anything from you. But please improve your services especially with international customers where the postal services are different from Royal Mail.
Best Regards.
Dr. Hammad Ahmed Bhatti

I had some difficulties with an order that was paid for on the day of my graduation that didn’t show on my account as it was paid for by a family member. I called up their customer service and I got through to the lovely Cassie! She was so helpful and talked me through the process of finding this order and what I needed to do. Within an hour she found this and got straight back in touch and it was placed back onto my account immediately. She was so friendly and attentive despite it being very busy! Thank you so much Cassie.

Incredibly unprofessional and none supportive customer service, would not recommend using this service if at all in your own control.

Their photographers are decent but it’s just the lack of communication with them after the fact, the obtuseness is baffling when you’re a service provider losing market share day after day to apps and better competition to not at least try and retain customers with good customer service.

If I could rate them lower I would, do yourself a favour if you have already had the misfortune of having been a customer trying to get your photos printed, pay for the digital and go to a competitor, any competitor, safe yourself the headache of repeatedly banging your head against this brick wall.

It was overpriced and unattentive. I was rushed through the photography. The Marston Team did not bother to make sure my robes were on correctly. They did not even provide a mirror for me to do it myself—nor did they let my partner or family in the room to help. The photography of an important day was horrible. Customer service was slow and useless, so I was not able to arrange a reshoot. It was not good enough for a once-in-a-lifetime event or for a business charging so much!

Unprofessional, disgusting level of customer service. I have never ever seen such digusting level of extremely poor customer service. Out of everyone that graduated on the 2nd September 20204 ceremony, mines was the only clip of me walking the stage video that was missing whilst everyone else’s was uploaded. Even my coursemates videos were uploaded but mines was missing and nowhere to be found. I have contacted the customer care team and they have made three different excuses as to why this has occurred, have massively inconvenienced me, charged me £20.00 and then don’t bother helping me with the issue. Further more, the staff on the customer service team thinks it’s okay to leave and end the chat without listening to the issue at hand or even bother helping is abysmal and totally unacceptable.

I ordered 10 photos and only 1 arrived. I wanted to take these pictures back to my grandparents as they couldn’t make it for my graduation. I could only take one photo even though I paid for 10. I contacted marston events and they didn’t manage to send me the remainder before my trip abroad. Upon returning, I asked for a refund in which they said they can only replace the photos. I don’t need these anymore as I have plenty on my phone. The only reason I ordered was for my grandparents. I asked to at least change the photos to digital instead and send me those (which is the same price). They wouldn’t even accept that. I would not recommend them.

Consistently poor for lack of, and ineffective communication. For my UEL graduation on 3/9/24, I acknowledge this was a large scale event. However, the communication and system set up a few months ago was woeful - me and my cohort were unable to book our places. When we enquired as to why, no answers came for weeks, or at all.
It appears that there is a cultural problem here, where staff do not take responsibility. For this, this is a failing in management.
On the day, a fellow student was unable to bring his son who has access needs, as Marston events did not answer his request for assistance. On the day for me, they never answered my question about guest arriving separately, which caused me to have to change arrangements.
Another significant failure, is that on the event information, there was no information on a predictable question - the nearest DLR station. It wasn’t under FAQs either. A schoolboy error.
Finally, I would not entrust any event I was having to ME, not even if I wanted to arrange a social event in a brewery. Really poor.
One exception was the staff working the event of the day- they were polite and as helpful as they could be.

To start this review, the photographer for my graduation photographs was fantastic! His enthusiasm was great.

The photographs were dispatched within a reasonable timeframe.

However, the frames were of poor quality, they were stuck together with a small dab of glue, which broke off when trying to insert the photos. The smaller frames didn’t even hold the photo centre! Not what you would expect for the price.

Update: customer support contacted me shortly after providing details following this review and rectified the issue.

1. U get 1 BLURRY picture for 25£
2. When u order “FRAMMED” picture set, u get BLURRY pictures and frames made of CARDBOARD, Terrible experience.
3. Once again, ALL PICTURES ARE BLURRY.
Awful experience overall.

Additionally, they claim that this is a moving ceremony, THAT IS NOT the case. It is a stationary studio where you take pictures and they come out awful.

Clare Colbran was amazing. Although it took several photoshops to get the best photos, the quality is fantastic. I now have photos I will cherish for life from my graduation day from UCL. Thanks a million! Worth the efforts!

I would like to thank Riheanna Stewart for helping me with my son's Graduation queries. This would not have been possible without her help, patience, experience and understanding of our situation. My son is Autistic we was misinformed and misguided until we spoke to Riheanna at Marston Events. From the beginning she followed up our queries keeping in touch and making sure it was resolved. I appreciate your help and input so much I'm grateful to you on behalf of my son I value the help you've given us thank you
kind regards

Very bad experience. Bad services and refused to take responsibility. Refused to pay for shipping fees.

They organised my graduation ceremony, and advertised presentation photos they took. They only provide one photo and the pre-view version was extremely blurry. Trusting their professionalism, I ordered a printed photo, and was disappointed to find out that both of my eyes were completely closed. When I consulted their customer service, they said it was my own fault as they have said in their deeply hidden FAQs that they couldn't garantee the quality of the photo and I could have asked them for a clearer preview photo. They also refuse to pay for the shipping fees, so I have to pay about £15 to get my £30 back.

What's more, the overall tone of the CS was impolite, condescending, and showed no empathy at all. Total failure of a customer relationship position.

Never buy any additional service from them. They