ComplaintsforCady

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $235.39 dollars for senior pictures that I did not request and/or authorized. Initially, my bank identified this charge as a fraud and declined payment. Today, the bank debited from my account the unauthorized payment creating a negative number on my checking account that will result in penalties with my bank. CADY is unethical and takes advantage of parents and the school system trust when senior parents set up senior pictures with this company. I demand my money back immediately and an explanation letter for my bank to waive the penalties.

  Business response

  02/06/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please log into your account to access your complimentary shipping label. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.

  Customer response

  02/06/2024

   
  Complaint: 21247579
  
  I am rejecting this response because:

  The business model used by this company has hidden implications and not fair to the consumer.

  This company has payment information on file to force unwanted products to the customer.

  It is very inconvenient for the customer to follow terms and conditions in fine print signed a while back and return forced unwanted products.

  Understand that we are parents of senior students who are in the process of college applications, SATs, etc. and dont have time for hidden conditions.

  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  We appreciate your honest feedback regarding our Portfolio Policy. We strive to give our clients clear and precise information about all of our company policies. So we apologize if this wasn't the case with your personal experience. As we have said, we will be more than happy to process a refund once the portfolio is returned. Please give our team a call so we can better assist with your return. Contact us M-F 9am - 5pm EST, and Saturday 9am-2pm EST at
  ************. We hope to hear from you soon! 

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Since this product was forced now I obligated to go through the ***** to find the return label, pack the product, drive to the post office.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I can see I am not alone in my compliant since there are more complaints here than I can even go through, so to say its a racket and a monopoly is an understatement.For the previous 3 years (HS years), I have purchased photos for a student and her family. While I have always thought the prices were way too high, i was able to order not only prints, but digital downloads as well.On Feb 1, **** I went to purchase this years photos -- her senior year --- and, not only were the prices outrageous ($212.33-- $179.99 plus tax and shipping) ($15 or $16 for shipping photos is also outrageous) for one pose 4 sheets -- and that was the cheapest. I was not prepared for it to be that expensive, but it was her senior year and it included the download They were happy to take my money and address, but WOULD NOT take my email address for the download as they had done in the past.When I called customer service they basically said they couldn't help me and hung up on me. The chat did as well. While I was firm in my request, I was not rude or out of line.After talking with the parents, I don't want the photos, download or anything. I want a REFUND. I don't even want an apology since it will be insincere as was one of their email messages to me. I WANT my money back. This is A LOT of money for my budget and the fact the customer service was horrible does not helo.

  Business response

  02/06/2024

  Thanks for reaching out and voicing your concerns. Our management team has been in direct contact with you to better assist. If you have any additional questions please feel free to give us a call or respond to our latest email. Thank you! 

  Customer response

  02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did receive a phone call from them.  And after speaking, they agreed to refund my money, so yes I am satisfied with this resolution.  I thank the BBB, the woman I spoke with, and in this case, the company for doing the right thing.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They just took $235 from my account! I did not order any photos. This business is a major scam! I don't understand why they are charging me. If hundreds if not thousands of people are complaining about this exact practice, then even if you have fulfilled your "legal obligations" by disclosing that this was agreed upon by our signing the terms and conditions from the photo shoot, clearly it's not made explicit. This is called DECEPTIVE marketing. It's no surprise to see tons and tons of online complains about this company. This is manipulate and disingenuous. Schools stop using this company!!!!

  Business response

  02/05/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please log into your account to access your complimentary shipping label. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $200+ dollars for a portfolio that I did not request, nor, was I informed that it had to be returned. This apparently was initiated when I setup senior pictures for my daughter. There was not information sent in writing or my email, that explained I would be charged if the portfolio wasn't returned by a certain date. This is a extremely, un-ethical business practice. My family and I are undergoing a severe financial hardship, and see money taken out of my bank without authorization is extremely irritating. I demand my money returned immediately!

  Business response

  01/16/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your senior's session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. We've also attached your complimentary return label so you can return your proof portfolio. Once it's been returned you can will receive a full refund. If you need additional assistance please feel free to give our team a call at ************.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our daughter's senior picture taken at Cady and told her Cap/Grown pictures were included in the cost of the digital package. They would be released on a separate date in another e-mail. If you don't purchase a digital package you are paying for individual prints. Several weeks passed and we did not receive an additional email. When I called back they told me I needed to pay another $120.00 to get the digital prints or pay for individual pictures which were quite expensive. This digital package only had 4 pictures in the package. Also, they will not touch up ANY pictures. I specifically asked when we arrived were the cap/gown included in the digital prints and she stated yes, twice. The amount of money I paid I should have all my digital prints. I understand they are trying to make a profit but be honest on pricing. CADY is a rip off to parents and the school should look at using another vendor in the future.

  Business response

  01/08/2024

  Thank you for reaching out and providing your feedback. Our management team has been in direct contact with you to address your concerns. If you have any additional questions please feel free to give our team a call or respond to our latest email. 

  Customer response

  01/12/2024

   
  Complaint: 21092833
  
  I am rejecting this response because: They gave me a $100.00 credit towards pictures which was great, but they will not release the pictures until the Spring.  My daughter graduates 2/8/2024 and I need her cap/gown pictures prior to graduation.  I called their customer service number, and they stated it was nothing they could do. I'm beyond frustrated at this point. 
  
  Sincerely,
  
  *******************

  Business response

  01/18/2024

  Thanks for reaching back out. Our management team will be giving you a call by the end of the week to better assist.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The $273 was taken from my bank account with no prior warning, email or text. I'm on fixed income and it really put me in a mess. I didn't authorize this. I called the company and was on hold for over an hour and no one ever answered.. I had tried 7 times prior to pay payments as I always have and website was always down etc ...

  Business response

  01/04/2024

  Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to address your concerns. If you have any additional questions please feel free to give our team a call or respond to their latest email. 

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a major scam! I am having to spend time on my vacation returning my child's high school picture album which we NEVER ORDERED!!! To the Cady person reading this: If hundreds if not thousands of people are complaining about this exact practice, then even if you have fulfilled your "legal obligations" by disclosing that this was agreed upon by our signing the terms and conditions from the photo shoot, clearly it's not made explicit. This is called DECEPTIVE marketing. It's no surprise to see tons and tons of online complains about this company. This is manipulate and disingenuous. I have a podcast with millions of listeners and I'm sure they would love to hear about your unethical practices. I'll also make a recommendation to our head of education at the county level to refuse to do business with this company across the school system. Shady business practices have no place here.

  Business response

  12/21/2023

  Thank you for providing your feedback. Our management team has been in direct contact with you to address your concerns. Your proof portfolio marked as returned in our system. So, if you have any other questions please feel free to give our team a call. 

  Customer response

  12/21/2023

   
  Complaint: 21024369
  
  I am rejecting this response because:

  My complaint wasnt about ** ability to return the portfolio and get a refund. My complaint was that this company is using deceptive and manipulative marketing practices and forcing people to have to go out of their way to return a product they never asked for. Its an unethical opt-out marketing tactic vs an opt-in. This is egregious and needs to be addressed. Mine is not an isolated case. There are hundreds of similar complaints. Theres obviously a major problem that despite all these complaints, they have yet to change their practices. 
  
  Sincerely,
  
  *********************

  Business response

  12/21/2023

  We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you received a sheet of paper that goes over your options to either purchase or how to return it as well. Like we mentioned before we have your portfolio marked as returned in our system. If you need additional assistance please feel free to give our team a call at ************ or respond to our latest email. Thank you! 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made 2 separate 4 hour trips for pics and they did not perform services

  Business response

  12/21/2023

  Thank you for reaching out and providing your feedback. Our management team has tried to give you a call and left a voicemail then followed up with an email. Please respond to our latest email or give our team a call back so we can address your concerns. We look forward to speaking with you soon! 

  Customer response

  04/19/2024

  I filed a complaint before. They returned my money. They then sent out a portfolio that was not requested and charged my credit card $236.46. This is theft

  Business response

  04/22/2024

  Hello, our team has already been in contact with you directly about your concerns. We did refund your session fee since you were not happy with your images. For the portfolio that was charged, we do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you need assistance in returning your portfolio to receive a refund, please feel free to give our team a call at ************ or respond to our latest email.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CADY sent a portfolio that did not say anything about needing to sent back or you will be charged $200 plus shipping. I see in previous complaints this is something they say is on the form that you use to sign up for the photo sessions. If this is there, it is both not clear and not obvious, and I completely missed it, but I do read fine print. I didn't know it was even sent to me until I got an email from them about a week ago saying I was charged and saying it was shipped a few months ago.My main concern is that, without my knowledge my card information was held and USED without my explicit approval or notification of it. They have my email, phone number address and all my other information but choose not to reach out in any way to say, "Hey you are going to be charged for something sent to you, either return it to the school or you're going to be charged." I got emails about a portfolio but it was saying things about discounts and I was like, I don't need or want that, not knowing my wife opened it and put it away somewhere.This is not a service we as parents choose, its chosen by our district to provide this service. Their prices have always been predatory but this is over the top. I have never chosen to keep my card on file with any website, It has not been made clear how or when my card was kept on file and that they were keeping my card on file to be billed at a later date. This lack of clarity and predatory handling of customers data is unacceptable.

  Business response

  12/21/2023

  Thank you for reaching out and providing your feedback. Our management team has given you a call and left a voicemail then followed up with an email. Their email includes a return label for your portfolio. We've also attached your terms and conditions, here, that were signed at the time of booking your session. If you have any additional questions please feel free to give our team a call back or simply respond to our latest email.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our daughter had her senior pictures taken to be included in the year book. I signed up for it where terms and conditions supposedly forced us to have a sample portfolio delivered to our address (although not very clear or acceptable to us, we were not given a choice). We returned the portfolio with the return label provided. Yet we are being charged for the cost of the portfolio. This is not acceptable and we have demanded a full return. The company is using deceptive methods to force high shool seniors to go through the process (we paid sitting fees seperately, and that is understandable and acceptable) and subsequently charge for the portfolio sent to our home, giving us the onus of return, and even when returns happen- charge on the CC.

  Business response

  12/13/2023

  Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to address your concerns. We are unable to process a full refund for your session as these services was rendered. We have already given you a $100 credit on your account that you can use towards any senior prints or products. If you have any additional questions please feel free to give our team a call back or respond to their latest email. Thank you!

*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. ↩