Complaints

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.

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On August 3, 2024, Magic Moments Photography came to my daughter's school, **************************, to take yearly sports photos of her and her team. They only accept pre-payment, so I wrote a check to them for $30 to purchase a (2) 5 x 7 photo and (1) 8 x 10 team and (4) wallet photos to be delivered. Several weeks later, Magic Moments delivered HALF of the team's photos to the school. My daughter's picture was not one of them. I have contacted the business MULTIPLE times with no response. On November 5, 2024, I called Magic Moments again and spoke to a company representative live. I explained everything and she ensured me she would reprint and mail the missing photos to our home directly. She asked me to send an email with all the details - I sent an email with her name, grade, date of service, check #, check amount, photo package we ordered, and a picture of what my daughter looked like. We received nothing. I called my bank and they have confirmed that the check #**** written to Magic Moments for $30.00 has been cashed. I followed up again calling, leaving a voicemail, and then sending an email on 12/3/24, 1/29, 2025, and 2/27, 2025. There are several families from our school that are still waiting on pictures to be delivered as well. This company should not be in business - what they are doing is stealing from consumers.

• Initial Complaint

  Date:12/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On September 7th, 2024, I ordered a Magic Moment Photography Underclass Package C for my granddaughter at ***********************. Owing to an issue at the school, I only received her photos on October 18th, two days after the date for retakes. Her facial color was really wrong - a strange shade of apricot.A few days later, I called Magic Moment to ask what I could do and was told to return the whole package with a description of what was wrong.I mailed everything on October 28th, including a wallet size picture from the previous year to show an acceptable facial color. I heard nothing back, so in mid-November I called the company, but no one answered the phone.On November 16th I emailed them asking if they had ever received the package.On November 26th I got a response saying, Sorry, we did not get back with you. I have talk to my boss and he said that they have received the pictures back and are working on it. (exact quote)I have heard nothing since, so on December 16th I emailed again, but as of close of December 19th I have had no response.I would like to receive my granddaughter's color corrected portrait package. It is already too late to include the photos in Christmas cards.This is not an acceptable way of doing business.

  Business Response

  Date: 01/06/2025

  Thank you for reaching out and I apologize for the delay in response - we were closed for the holidays.  We have spoken directly to Mrs. ****** and come up with a solution (a retake).

   

  Thank you for your help and please feel free to reach out with any other questions.

   

  *****

  Customer Answer

  Date: 01/06/2025

   
  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,
  
  ******** Anne ******

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 company $75 to get my daughters senior pictures taken back in July 2024, sadly the pictures were not taken because there were so many students, it was taking a long time and my daughter had to go to work. We have been trying to contact them ever since by phone by email, but no one ever answers, I started looking into their Instagram account to see if Ive could contact them that way but I couldnt and apparently this has happened to plenty of other people, A lot of people pay for their pictures, but never received them, I see that they also tried to contact them, but no one answers, a company like this should not be able to stay in business if this is how they run it. Practically theyre stealing money from people because people are paying for a service, but theyre getting nothing in return.

  Business Response

  Date: 11/22/2024

  Good morning,

      I am so sorry this happened.  That was a very busy day and we were able to get through everyone to photograph.  One student did choose to return another day and I am sorry that you weren't able to come to any of our other makeup days.   I did a quick email search and see the one you sent at 4:07 yesterday afternoon.  I didn't see any previous emails from that same address (but you may have sent from another one, I searched your email and the name ***** ******).  As of 4 pm yesterday, all voicemails had been answered, but our office manager did leave at 4.  I had her check first thing this morning and she did not have a message from you.   I did respond to your email first thing this morning to please send me your phone number so that we could call you for a refund.  If she didn't take the pictures or come to a makeup day, we will happily refund your $75 payment.  Please just email me back your phone number so we can get that taken care of.  

    Thank you so much,

    ******** ********

      

  Customer Answer

  Date: 11/22/2024

   
  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

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Said company made a promise to deliver digital image a week after it was taken in late August. I have requested this image many times and correspondence is sporadic, at best. Make-up picture day was today and if the pictures originally taken were inadequate, I could have had my child ready for pictures today IF INFORMED. My child has special needs and this company is ablest. They have no ****** no allowance, no kindness toward parents with children who have special needs. Where the h*** is my picture?

  Business Response

  Date: 09/24/2024

  Good evening,
      We emailed the image two weeks ago to the email address that was supplied to us in your order (I believe it was your husbands).  It was the same day all emailed images were sent out for the school  We did not know your email address as it was not included with the order.  When I received your email this morning, I immediately looked it up and forwarded it to your email address as well (not on the original order).   The school had advertised retake/absentee picture day as we did have many, many students show up.   I also immediately offered to contact the school and have your son called down for a retake (which we did - he came and there were no other students in the room to offer distractions).   I also offered a special exception of coming on a Saturday to a Senior makeup so he could have a retake and you could be present.  
     Our company is anything but ableist.  We have a passion for students with special needs having photographed sports leagues and children in the county with special needs for over 20 years.  We had a special 45 minutes set aside in the morning to take the special needs students straight from arrival at school, one of our most seasoned photographer was photographing, and your son's teacher is AMAZING at working with his students to produce the best expression possible.  We have several employees with children/grandchildren and family members with special needs and are always committed to getting the best picture we can within the constraints we are given. Thank you for contacting us, and if you have any further questions, please feel free to contact us and we will be happy to help you.      

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22330284
  
  I am rejecting this response because:

  I want to understand WHY, when I emailed with the company so many times (5? 7? more?) between the day the photo was delivered (Sept 10, to the wrong email address) and the day it was FINALLY received (sept 24), the company either did not respond at all, or they ignored my question of where it was sent and when. If, when I initially emailed on September 10 to ask where the image was, a response would’ve been provided, that would’ve been the end of this story. The email I sent on September 10 to ask where the image was, was ignored. 
  

  Further, I agree that my child’s teacher is amazing. My problem is not with the school nor is it with the classroom teacher. My problem is with your company and their business practices. Response time is very poor Proofs should be provided. it feels like a money grab when a parent has to pay for something they haven’t seen. My son has attended many Gwinnett County schools and this is the worst picture company I’ve worked with, by far. 
  
  Sincerely,
  
  Brenda Hill

  Business Response

  Date: 10/08/2024

  Good morning, I’m not sure how to reply to this again. We sent the original order in a timely manner at the same time as every other student at the school to the email address that was provided to us in the order form when I read your email that you wanted it at a different email address. I forwarded it to you there, we do not proof for anyone as it is majorly cost prohibitive to have a $20 package and proof.   IWe would have to raise the prices for everyone. We are very much about equity and offer the same package to every school and every individual.     We do offer a retake day and I am glad your student was able to make it.    I am terribly sorry you are unhappy and did everything in our power to turn that around and make you happy.  Again, please give us a call if there is anything else we can do for you

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have paid for pictures of my child in December 2023 (Santa @ the Railyard) and in March 2024 (Father ******** dance at GES) and have not received the images. I have reached out to the company and they are not making it right via refund or preferred- a copy of the photos taken, which I purchased.

  Business Response

  Date: 04/05/2024

  Good morning, This complaint is shocking to me.   Ms. ** first emailed at 9:26 am on Friday March 29th letting us know about her missing dance picture (an emailed copy).  
  We responded 14 minutes later at 9:40 am.   We went back and forth a few times getting information (9:45/9:55/9:57 AM)   The dance was March 4th (a Saturday) and we originally emailed the image
  over to the email address specified on Monday morning,  March 6th at 7:27 am.  We didn't know about the problem until March 29th, so after establishing a few things, we forwarded the email on March 29th at 10:06am.   On Friday evening at 4:25 and 7:19 on 3/29 Ms. ** emailed stating she hadn't received it.   We responded at 10:17 pm that we forwarded it to the email address given - again.
  
  On Saturday, March 30th at 4:04am and 4:15 am Ms. ** responded she did not have it and also told us for the first time she hadn't received her Christmas image.  That image had originally been emailed on December 8th at 7:59pm.   As it was Saturday and Easter weekend, we did not read this until opening at 9am on Monday morning.   Our office manager immediately forwarded the emails for both events (third time sending the school image and second time sending the Christmas image) at 9:06 and 9:08 am respectively (Monday, April 1st).   Over Easter Weekend and GC Spring Break, we communicated five times about these two images that were originally sent in a timely manner.  We have sent both to an alternate email address.  
  
     I believe we have been ultra responsive and tried to find alternate avenues to get Ms. ** her images.  Both were originally sent in a quick time frame and everything was answered expeditiously.  Ms. ** should  have both sets of pictures at this point.
  
  Thank you!

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21507271
  
  I am rejecting this response because:  yes, we have been in communication.  However, we have not received the photo in question (dance, March 2024).  When I have emailed regarding resending, all but one email was met with silence.  They are responsive to every email not asking for the missing image this is true.   There is no way this complaint comes as a shock to them as I have emailed multiple times asking for the missing image.  They did send Decembers missing image- which I appreciate- but refuse to resend the dance.  Frankly, I dont believe they have one of quality and are blaming me for it.  My experience mirrors the other complaints you will find for this company.  My most recent email asking again for the dance image (send 4/1/24) has not had a response from the company.  As I previously stated, any request for this particular image is met without a response from the company (except for once when they said they already sent it.  Never received).

  I will not stop with this response, as this seems to be quite a pattern with this company.  

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

  Business Response

  Date: 04/05/2024

  Hello,

     I have emailed the BBB with the five emailed response attempts with the attachment. 
  There were too large to attach and also contain your personal information that I didn't want to put out on the web.  The originals are to the first email given to us and the last two include the newer email.  We really have attempted to be responsive - during Easter and Spring Break for the schools.  We literally responded within fourteen minutes and once the email was confirmed resent the image within an hour of the original complaint.   We will have a thumb drive at the school Monday for you as well.  Our goal is definitely for you to have the images and we will not stop until you do.  Thanks!

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had my sons senior pictures taken in August of 2022. We ordered pictures and did not get them until after graduation, also we did not receive any of the wallet sized pictures we ordered to send out announcements. Finally they sent the wallets a couple months after graduation and they had the incorrect year on them. He graduated in 2023. I have emailed them, called them 30+ times. Finally they agreed in August of 2023 via email to refund my money and never did. Again its been another 4-5 months. They never reply to emails, voicemails and they have no store front to visit. I have given them close to a thousand dollars for pictures I got months after graduation and then with incorrect years on the pictures. They refuse to make this right. I paid for his senior pictures and never received the product I paid for I received some after graduation and then some way after graduation due to consistent complaints but never ever received what I paid for. Its a waste of pictures. I didnt receive any until after 2-3 months after he graduated. Their communication is terrible, their website is terrible.. they make it so you cannot communicate with the business at all I assume because they frequently do this?!

  Business Response

  Date: 12/28/2023

  Good afternoon,

    Thank you for bringing our attention to this matter.  We will look into it and contact you directly.  Thank you,

  ********

  Magic Moment Photography

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21060219
  
  I am rejecting this response because:

  They still have not given me my money owed for their services.  Finally after months in AUGUST they said they would and then never did.  So them telling me six months later they will look into it.  I cannot ever reach the business.  I have called and emailed 15 times.  They have blocked me on their ******** account because I asked for my pictures I paid for on their posts.  They have no physical address to go to in person.  Their business is completely controlled by them and they ignore customers.  I have given them about $1000 for all of their services I never received my sons senior pictures that were paid for until months after he graduated highschool and again they had **** instead of 2023 on the photos. They finally agreed to refund money in august via email and just never followed through with it. They asked my address to send a check, which was the same for all of my orders.  Its a matter of never holding up their end of the bargain. Over and over again. They only said with my complaint we will look into it I have the emails.. they do too.  They owe me money for a product I paid for in advance that I never received.  Im sure there are many others in the same boat.  I attached a picture of the photos with ****.  My son is well into college at this point and I want my money back and to move on.  
  
  

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

  Business Response

  Date: 01/04/2024

  Hello,

    I have looked into this.  It looks like you ordered the four pose package (under $500) on May 9, 2023 which was less than two and a half weeks before graduation.   We say senior portraits ***********-8 weeks though in reality, they are a lot faster than that.   Due to the closeness of your graduation date, our manager rushed your order at no extra charge to try to get it to you before graduation.  It was mailed May 19th.  Graduation last year was on May 24th.   The order did have everything (Poster, 8x10s, 5x7s, 4x6s and 11x14) except for the wallets.  I do apologize for those wallets and we are sending you are refund for the wallet portion of the order.  The majority of the order you received before graduation and should still have.  We were closed for the holiday last week, but did respond to your email the second we saw it.  Our vacation week office hours were on our phone messages last week but I didn't see where you had called or left a message on the log.   I apologize for the wallet inconvenience.  We tried to get everything to you as quickly as possible and obviously erred on the wallets.    We will take care of you!

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21060219
  
  I am rejecting this response because:

  I have not only spent $500, I also paid about $400 for sitting fees in August of 2022.  Your website is absolutely terrible to make an order for pictures.  I had emailed and called your business for months trying to make a picture order.  Also nobody would ever answer the phone or return my calls.. I emailed you many a times trying to just place the order.  I also purchased a handshake photo, video, and something else.  Im aware that I have spent about $1000 in total with your company.  I was assured in the first week of August of 2023 you would give me money back, you never did.  I will post the emails and when I was told in August I would be reimbursed.  Here it is six months later and I am still trying to get my money back which you said you were sending to me THAT week in August.  Again no calls returned.. no nothing.. again.. it has been another six months.  I am sure you are again telling me you will and you wont.  Your pictures were also some of the poorest quality I have ever seen.  The worst.  Looking forward to you finally making this right.  You have my address, you have my phone number, you are the only reason for all of this. The only reason I placed an order with you was to get wallets to send out for announcements for my graduating senior.  I was never able to do that because when you sent my order it did not include ANY wallet sizes pictures.  They didnt come until late June and when they did come they were incorrect.  So I have still never received the correct pictures nor have I ever received any money back.  Again, this went on long enough and you lied to me in August of LAST YEAR and told me you would make it right.  That was August 10th, 2023.. Ill attach an email where you stated you were sending me compensation six months ago.

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

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On August 31st 2022, I ordered with ******** a thumb drive containing all of my daughter's Senior pictures at Mountain **************** for $495.00 paid with my **** credit card ending in ****. Upon my request, ******** also said she would try to add a CD copy of the pictures to my order, if possible. After my payment was processed, I received a receipt # *********.Today, September 13th, I have not yet received the pictures I have paid for. I left two messages on their voice mail, and have not heard from them.I would like to receive the thumb drive with my daughter's 2021 Senior pictures. My daughter's name is ************************************. The address where I am expecting to receive the pictures is:175 ********************************************************************* My phone number is: ************ Thank you!

  Business Response

  Date: 09/14/2022

  Good morning,

    We have spoken with ***************  Our standard delivery time for seniors is 4-6 weeks during the height of the busy season.   We do pride ourselves on being quick, but also want to do a great job and a disk with ***** images takes a bit to edit and get.   We were at two schools yesterday and called at open this morning.  I clarified all delivery times and expectations and she said she is satisfied with that.   Thank you!

• Initial Complaint

  Date:06/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered graduation pictures from magic moments photography in ******* **. I watched them take my sons picture at graduation. I called approximately 2 months later to understand what was the hold up on the pictures being delivered. The female was rude and hung ** in my face. I still have not received my sons graduation pictures from July 2021.

  Business Response

  Date: 09/02/2022

  Thank you for your email and I apologize for the delayed response.  We have your order and our management team will be reaching out to you directly to get more details to fulfil this order.  I will make sure this is taken care of for you.  Thanks so much.

• Initial Complaint

  Date:05/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of transaction: April 11, 2022 Order# ***** Business collected money for services not rendered. Pictures were promised the week of April 25th in email communication. Items not received, no response from business through email or phone. School has been notified of the transaction and missing order.

  Business Response

  Date: 09/03/2022

  Thank you for your email regarding your photo order.  Our management team will be reaching out to you directly to obtain more information needed to complete your order.  We apologize for your frustration and will make sure your order is received ASAP.

  Customer Answer

  Date: 09/06/2022

   
  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,
  
  ***********************