Families owed thousands as photo studio's owner battles illness and bankruptcy
Vivid Photography founder Matthew Newall said a perfect storm of mounting debt, post-Covid economic strain, a studio relocation and some serious health issues forced the closure, which he described as the collapse of his life's work.
But customers said they felt abandoned, with some turning to legal action to try to recover their money and contacting Fair Go with their concerns.
Seven families who spoke to 1News say they collectively paid close to $12,000 for photo packages last year but never received their portraits or a refund.
Sue Culver, a longtime customer of nearly 20 years, said she initially made a deposit for a portrait package in November of last year, following a family shoot in October. She paid off the $3200 balance in March.
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"We ordered a whole lot more than we had anticipated, but we thought 'this is probably the last one that we're going to order with the kids, as the four of us'," she said.
It was after completing the payment that Culver says she began trying to contact the studio via email and phone.
"I've tried on WhatsApp, which has been received but not been seen, and on Facebook Messenger it's also been delivered, but not read."
She said she was "genuinely concerned" for Newall's wellbeing and was "giving him the benefit of the doubt", but her concerns developed further when a friend directed her to a Facebook group asking if anyone else had experienced issues with Vivid Photography.
"Then, when I started to read about other people's experiences, I had that kind of sick feeling of 'please don't tell me we've lost over $3000'," she said.
A Facebook post in a community group saw several customers get in contact with each other about their dealings with Vivid Photography. (Source: 1News)
Studio went silent
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Other families described picture-perfect shoots and viewings, but some said the studio went silent before payments were complete - and even those who paid in full said they were left waiting in the dark for their portraits.
Follow-up emails bounced, calls went unanswered and the studio's website went offline.
In March, some customers received an email from Newall citing ongoing health issues and announcing the business was closing, potentially entering liquidation. The message assured families their portraits and digital files would be delivered and promised an update by April 1.
But as of the afternoon before publication, only two of the seven customers 1News spoke to said they had received digital files.
Newall said he had undergone seven recent surgeries, was on a disability allowance as he waited for the next one and was now negotiating bankruptcy and liquidation.
"I'm smashed. I'm destroyed," he said. "This is losing my whole life at this point."
He said communication broke down after suppliers cut off his web and phone lines due to unpaid bills.
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"It's an emotional product, an artistic product — quite heartbreaking," he said. "The intention is to get it all sorted. They're more important to me than the landlord, the suppliers, Gem Visa or the government."
While customers say they feel abandoned, Newall insisted he still intended to deliver. He said the digital photos were the bulk of the cost of the packages and remained his priority.
"In my mind, all the customers should have all their digital files from every shoot, and that's paramount to me.
"There's prints that I've got for some that are still going to be framed, I want to do it, but in the process, I've had to have attention on negotiating with Inland Revenue."
Matthew Newall, owner of Vivid Photography (Source: Supplied)
Some clients pursued their cases through the Disputes Tribunal.
Julia Lindsay-Rewi, who paid $600 to Vivid Photography, said the Tribunal tried to dial Newall into the hearing but he did not answer.
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"The tribunal ruled in our favour, so they sent him an order for him to pay us the money back, a refund, and we haven't heard anything like emails or phone calls. He hasn't done anything with it."
Newall told 1News he was unaware of the ruling and did not participate in the hearing.
Disappointment
For Sarah Stephens, who paid around $700, the disappointment was more than just money.
"This was meant to be a memory for my kids as they get older - of me with them. Now I haven't got anything to show for that," she said.
Jenny Savage, who paid just over $3000, said even if she were to receive the photos, they would be "tainted" by the whole situation.
"It feels a bit like a bit of a slap in the face. Our main concern is we just don't want it to happen to anyone else. I don't want anyone else to experience what we've gone through."
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Culver said she hoped Newall was OK and described him as a "talented guy".
"I've offered to help him get files and photos out to people so he can at least fulfil that bit."
Newall said he hoped to clear his debts and complete outstanding orders by the end of 2025.
"That would be business closed, all done, everyone fixed up."
The night before this article was due to publish, a further four of the affected customers received their digital files.
Have a story for Fair Go? Email fairgo@tvnz.co.nz
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1News
6 hours ago
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Families owed thousands as photo studio's owner battles illness and bankruptcy
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(Source: 1News) Studio went silent ADVERTISEMENT Other families described picture-perfect shoots and viewings, but some said the studio went silent before payments were complete - and even those who paid in full said they were left waiting in the dark for their portraits. Follow-up emails bounced, calls went unanswered and the studio's website went offline. In March, some customers received an email from Newall citing ongoing health issues and announcing the business was closing, potentially entering liquidation. The message assured families their portraits and digital files would be delivered and promised an update by April 1. But as of the afternoon before publication, only two of the seven customers 1News spoke to said they had received digital files. Newall said he had undergone seven recent surgeries, was on a disability allowance as he waited for the next one and was now negotiating bankruptcy and liquidation. "I'm smashed. I'm destroyed," he said. "This is losing my whole life at this point." He said communication broke down after suppliers cut off his web and phone lines due to unpaid bills. ADVERTISEMENT "It's an emotional product, an artistic product — quite heartbreaking," he said. "The intention is to get it all sorted. They're more important to me than the landlord, the suppliers, Gem Visa or the government." While customers say they feel abandoned, Newall insisted he still intended to deliver. He said the digital photos were the bulk of the cost of the packages and remained his priority. "In my mind, all the customers should have all their digital files from every shoot, and that's paramount to me. "There's prints that I've got for some that are still going to be framed, I want to do it, but in the process, I've had to have attention on negotiating with Inland Revenue." Matthew Newall, owner of Vivid Photography (Source: Supplied) Some clients pursued their cases through the Disputes Tribunal. 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