We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Aerial Photographers

Vanilla Brides

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Aerial Photographers.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/08/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Absolute scam. Took them over 6 months to send our pics and video. When we finally got them they were horribly edited. Apparently they refused to pay their contracted photographers and the photographer's were holding our pics and video hostage. The pics they did get still have the watermarks on them. So they rushed to take that watermark off on some of the pics and gave us ******* looking pics instead on the others. Stay away. They offer to redo them within the 30 days but don't actually do it. Never got another response or even an apology for this nonsense.The photographers have been hitting us up for more money just to get more pics. We had to pay the photographer because we just want nice pics but the videographer is asking for another grand.

  • Initial Complaint

    Date:04/22/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Vanilla Brides is a joke of a business. Needless to say we should never have hired them to cover our wedding with both photography and videography. They give customers a contract, but do not honor this in any way. They also promise to deliver even a sample of photos within a month of the wedding (12-15-24) and only when we reached out multiple times did we learn of all the delays that would drag out for over 2 more months for photos, and we are still waiting on a video. Why would they make this promise if theres not even an effort to deliver?What I was most mad about was learning that they had yet to pay our photographer 1.5 months later (until we had to reach out). My husband and I have been VERY patient but the customer care with this company is atrocious and the excuses and promises are completely empty. We are not only sick of waiting months for any footage, but also tired of the back and forth emails saying please be patient. They dont understand how to be professional and meet deadlines, nor honor a contract for thousands of dollars. The photos were NOT worth it. After seeing other couples wedding photos, our photos are really not high quality like we anticipated for this special day well never get back. The editing was full of poor lighting and blurriness, which I fully believe should be blamed on Vanilla Brides, not the photographer. The final straw was more recently discovering the countless 1 star reviews from both customers and contracted photographers. The fact that they know exactly what they are doing is infuriating. This company is so pathetic and I cannot believe they are able to continue running their Ponzi scheme. We would love to get the money back that we deserve, but more than anything to be done dealing with them forever.

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired Vanilla Brides to photograph and videotape my wedding on September 30,2023. I was told I would get my photos within 4-6 weeks after my wedding and the video footage between 6-9 weeks. It is now January 24th and I have not received my video footage. I try calling them and noone answers. I email them and I am told its going to take a couple of weeks. Weeks pass and I still havent received anything I keep on getting the run around. I want my footage these people are scammers.

  • Initial Complaint

    Date:11/18/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our family business was contracted to photograph a wedding 4 months ago on behalf of this business. By their contract that was given, they stated they would pay ** upon retrieval of the images. We have still yet to be paid and are given excuse upon excuse. We would like to be paid what was promised per our agreement that was given immediately.

  • Initial Complaint

    Date:11/09/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company will not communicate with you after the wedding. I've sent several texts and called constantly and I don't get any answers. They haven't paid the photographer or had any communication besides telling them to wait for funds to clear so they can pay them. Be very cautious when considering hiring them. Your best bet is to keep looking for a company that doesn't have such a bad online reputation.

  • Initial Complaint

    Date:06/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired them on January 19, 2023 for my wedding. They promised to connect me with my photographer and videographer 5 weeks before my wedding. A week out and they still hadn't booked them. They kept giving me the run around. After seeing all the other complaints and them being removed from the knot and lawsuits I canceled with them and demanded my money back as per contract. I paid them $3197 and per their contact I should get everything but the $1099 back within 14 days. They refused to acknowledge my cancelation and still haven't refunded my money per their contract. Absolute scam company please do not hire them.

  • Initial Complaint

    Date:04/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Despite being promised the names of my videographers and photographers 2 months prior to my wedding, I did not receive their names until a mere 18 days before the event. Also, despite being given an estimated timeline of 4-5 weeks for edited photos and up to 8 weeks for the videos, it took them a staggering 9 weeks to send the edited products. I also had to follow up on the matter 5 times before receiving the final products.As a result of the ridiculous communication process before and after the wedding, and horrifying unprofessionalism on Vanilla Bride's part, I requested a partial refund RATHER than receiving the edited products (I requested this before the edited products were sent to me). They said I would not receive a refund of any kind in a dreadfully patronizing response. The solution they did offer was an Instagram Video for the "inconvenience" however, I ALREADY paid for the Instagram video in my original purchase. It's clear that my dedicated Wedding Consultant, *******, had no comprehension of the package I paid for and she didn't give me or the email a second thought before insulting me. All my communication with ******* only led to frustration and broken promises. My experience with Vanilla Brides can only be described as disastrous, and I would never recommend their services to anyone seeking to capture the cherished moments of their wedding day.Vanilla Brides seems understaffed and prone to negative reviews, as evidenced by the numerous complaints on the Better Business Bureau website. Some of their reviews even make it very clear that they don't pay their photographers/videographers well or at all sometimes. It's clear that all they want is their money and they don't really care that they're ruining the documentation of someone's once-in-a-lifetime event.

  • Initial Complaint

    Date:10/28/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We paid for an additional photographer for our wedding at a fee of $699. The photographer was never provided, ***** the ceo apologized to us via email on their mistake. They refuse to refund us for the service that was never provided. She is trying to pass the "assistant" as a actual photographer. Email screenshots attached below. All I want is a refund for services not provided for. the screenshots below show the chain of her not even knowing we requested a 2nd photographer, then we sent her proof, she then apologized and tried to offer us prints and an album to make up for it. We rejected and with the 3rd email she refused to refund us. The last email is my last correspondence with her as she is no longer replying back to me.

  • Initial Complaint

    Date:06/24/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company runs a photography business for weddings and is a complete scam. They deceit people and dont respond to emails. They claim they have a team that works with them when they outsource to local new photographers and tell these new photographers tell them youve worked with us before when these photographers never have. They send pictures of edited work claiming to be from a photographer when its not from that specific photographers. They charge $3150 but only pay the local photographer/ videographer $400 and claim they have a standard and these people have to have certain equipment which they do not have. They tell the people they hire dont send your links to anyone so customers dont get to see how bad the actually photographers will be. They also dont answer emails and make you wait weeks and weeks before your wedding to finally answer. Attached are text messages from the local photographers vanilla brides hired showing they lie to their customers

  • Initial Complaint

    Date:05/25/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid this business $799.50 on 4/08/2022 to secure my date for my wedding. After doing some investigating, I realized that this company is not legal in the ****************, and contracts outside photographers instead of having their own employees. They also delete negative reviews and post fake ones. I asked for my money back and they said they have a no refund policy which is not true, they mentioned in the contract I signed that they refund second installments (which is a month out from the wedding) so they keep the first installment for damages. That is understandable because they spent time preparing for the wedding, but my wedding is 11/4/23 and I know they have not done $800 worth of work to prepare for it being this far out.

Vanilla Brides is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.