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X-Ray production team X-Ray production team | 16:05 UK time, Monday, 21 November 2011

A bargain makeover, a photo shoot and a free photo is an offer that is too good to pass up - but Welsh customers have been finding that the offer is not all it is cracked up to be.

Since the summer we've heard from women across Wales left disappointed by a trip to New ID Studios. But while previous viewers complained about pressure selling on the day, for one viewer from Tonyrefail the problem was getting her pictures.

Sian Morris' husband bought her and friend Susan Thomas a makeover package and photo shoot from New ID Studios and she was keen to make the most of it.

She says: "My mother's 80th birthday was coming up in the next few weeks. I thought buying an album would be a lovely gift for her."

Sian booked her day and paid two £25 deposits upfront. She was also sold a £100 photo package which would double to £200 to spend on the day.

The friends both enjoyed the shoot. When it came to pay Susan bought two extra photos and Sian ordered 90 in total, including a large photo album for her mother and five smaller ones for family gifts.

Sian spent a total of £1,399. She says she made it clear that everything needed to arrive by 2 October, 47 days after the shoot.

"They said they would be three weeks at the longest and I was told in Cardiff that they would all come on the one day," she says.

But the packages came on five separate occasions and the photo albums did not arrive in time for the birthday present. Eventually the album she ordered for her mother arrived on 10 October, eight days too late.

Sian says: "I broke my heart over it, I told my mother that I had a special present for her but it didn't come. I had to just get her a box of chocolates and a bottle of wine."

And to add insult to injury, when Sian examined the rest of her order she discovered some of the photos weren't even hers.

"56 of the photographs are not mine; they're somebody's wedding photographs. I just couldn't believe it. Who they are I couldn't tell you but I'd love to find out, and I'd love to know if they've got my photographs. I was just speechless, not having my photographs after all the money I've spent. I didn't know where to turn."

New ID Studios say they can't find a reasonable explanation why the wedding photos were included in Sian's delivery. They apologise and are investigating. They also say they should never have promised a delivery by 2 October.

They will be following this up with staff to ensure it doesn't happen again.

Although they won't refund Sian her £1,399, they have offered her and Susan a second photo shoot.

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