ComplaintsforEnchanted Fairies Studio LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Enchanted Fairies for misleading pricing and poor customer service during a recent interaction. My experience has left me extremely disappointed and dissatisfied with their business practices.On [date of zoom call], I had a Zoom call with a representative from Enchanted Fairies to discuss their photography packages. During the call, we discussed three packages, with the middle package priced at $4800 and the higher one at $7300. I expressed that I did not need physical prints as I live in an apartment with no wall space. The representative then offered a reduction, pricing the middle package at $3800 and the higher one at $5800, both including a storybook as I did not need the physical prints.However, after the call, I received text messages and an email from a representative requesting payment of $4800 for the middle package. This was contrary to the agreement we had during the call. When I requested another Zoom call to clarify the pricing and see the packages again, I was sent an invoice with outrageously high fees. Upon expressing my concerns, I was told that to keep the price at $3800, I would need to remove the storybook from the package, which was never mentioned during our initial discussion.I feel this is a clear case of bait-and-switch tactics and false representation of their products. This experience has not only caused me frustration but has also led me to lose trust in their business. I was hoping to engage in their services regularly with my children, but this experience has deterred me from doing so.I kindly request that the Better Business Bureau investigate this matter and take appropriate action against Enchanted Fairies to prevent such occurrences from happening to other customers in the future. I also seek a resolution that honors the original agreement made during the Zoom call.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business response

  07/08/2024

  Dear ******,
  We sincerely apologize for the inconvenience and frustration you experienced during your recent interaction with Enchanted Fairies. We take your concerns very seriously and are committed to resolving this matter to your satisfaction.
  We have reviewed your complaint and understand the issues regarding the pricing and the subsequent communications. We acknowledge the discrepancy between the agreed-upon prices during the Zoom call and the information you received afterward.
  We have attempted to contact you several times via phone to discuss and resolve this situation, but unfortunately, we have not been able to reach you. We would very much like to arrange a meeting at your earliest convenience to address and resolve these concerns. Our goal is to honor the original agreement made during the Zoom call and ensure you are satisfied with our service.
  Please let us know a suitable time for you to have another discussion. We are committed to making this right and regaining your trust in our business.
  Thank you for bringing this to our attention. We look forward to resolving this matter promptly. Please contact us at ******************************************************** or ************. 
  Best regards,

  *********************

  Director of Customer Service

  ********************

  Customer response

  07/15/2024

  I have reviewed the business response and accept this resolution. I was able to contact the company and they rectified the issue.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 05/07/24 The amount of money paid to business: ***** through 2 third party lenders What the business committed to provide: Customized pictures What is the nature of the dispute: I would like to cancel this order. Within an hour of doing so I found out that this business scams people into paying lots of money for what's supposed to be very high quality pictures. So I called the lender within a couple hours trying to cancel and they let me know only the Merchant can cancel the order and they will reflect that decision. I asked the Merchant if they could cancel the order seeming it hadn't been 24 hours yet and since it says it takes 6-8 weeks to have everything ready I was sure they didn't do much on my order yet. They declined and stated that all sales are final. Then after I wanted to cancel I was receiving emails about approving my proof of the pictures. I was denying and saying I don't approve then this merchant really started to feel like a scam during our zoom meeting with a manager. I had questions like if someone doesn't approve of the edits/pictures do they still have to take them? the answer was yes. Why would you make someone take something they don't end up liking. Next question was about my in house balance that I owed them $262.64. In their contract it states that upon finalizing my order( I still had a balance meaning nothing was finalized) with my consultant the purchase cant be changed, canceled, or refunded. With that being said I still had a window of cancellation. I let them know this and that I couldn't pay this balance either and that I didn't even want the product because I knew about the scamming. their contracts says " payment must be paid in full before processing shipment" After this zoom meeting the merchant reached out and said they will cancel the in house balance for me but they wont cancel with the lenders this was a trick. see emails. when i asked for the receipt it says "paid in full" Please see uploads.

  Business response

  06/17/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,

  *********************

  Director of EC

  Enchanted Fairies

  Business response

  06/18/2024

  Dear *********,
  We appreciate your feedback and take your concerns seriously. We apologize for any confusion or inconvenience you have experienced.
  Transaction and Cancellation Request:
  Upon receiving your order on 05/07/24, our team began the initial stages of customization, as per our standard procedure. You requested to cancel the order within a few hours of placing it. While we understand your concerns, our policy clearly states that all sales are final. This policy is in place due to the highly personalized nature of our products, which begin processing immediately upon order confirmation.
  Lender Communication:
  We understand you contacted the third-party lender to cancel the order. As per their policy, only the merchant can authorize cancellations. When you reached out to us, we reiterated our policy of non-cancellation after order initiation, as detailed in the contract.
  Proof Approval Process:
  Our process involves sending proofs for customer approval to ensure satisfaction with the final product. Your consistent denial of the proofs and subsequent interactions raised concerns, prompting a meeting with our manager. During this meeting, we clarified our policies, including the non-refundable nature of customized orders.
  In-House Balance and Contract Terms:
  Your query about the remaining balance of $262.64 and our contract terms was addressed. The contract specifies that no changes or cancellations are permitted once an order is finalized with the consultant. Despite your balance indicating the order was not fully paid, our policy requires full payment before shipment processing.
  Resolution Offered:
  To address your concerns, we offered to cancel the remaining in-house balance, effectively reducing your financial obligation to us. However, as per our agreement with the lenders, we could not cancel the financing. The receipt indicating "paid in full" reflects this adjustment.
  We strive for transparency and customer satisfaction and regret that our policies and processes have caused you distress. If you have further questions or require additional clarification, please do not hesitate to reach out.
  Sincerely,

  *********************

  Director of EC

  Enchanted Fairies

  Customer response

  06/19/2024

  Hi, 

  mom just sending this update. I originally stated in my dispute that since everything wasnt paid in full. Thats why I had an in house balance thats why I should have had the chance to cancel. I asked for a receipt and it said paid in full they put false information when really they canceled my in house order and thats why they sent me the letter after words not a professional letter just an email and no receipt of my canceled in house order. Now that i have you guys involved they are trying to reduce the balance and throw in some bonus items. They have the ability to just cancel my order if the can cancel my in house order then take down 700 they can cancel the order entire especially because I dont want the i teams anymore and they know that since a couple hours after I made the order because I realized I was played. I never even knew about pricing until the zoom call. Then I didnt get a chance to read it well because everything was happening fast. My fault of course but ** trying to fix it and these scammers arent helping. 

  Business response

  06/19/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,
  *********************
  Director of EC
  Enchanted Fairies

  Business response

  06/23/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,
  *********************
  Director of EC
  Enchanted Fairies

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/29 my daughter had a session at Enchanted Fairies. During session the photographer had issues with camera but after 15 minutes she told me everything was fine. On 4/20 I had my zoom premier & had to select photos for products. During session I was told how beautiful my daughters' photos were & how great they would look once edited. I paid in $3,500 fora **************** contract On 5/3 the person who shared photos on zoom asked if I could talk. During phone conversation she informedme that none of the artists could work with my photos because they were all overexposed & they werent comfortablewith the products they would be able to create. She scheduled a makeup session for 5/11. On 5/9 I received an email stating my session was cancelled. This is when I began to see red flags. Ilooked on the BBB & saw all the complaints. I emailed Enchanted Fairies requesting a refund since my pictures are overexposed & my session was cancelled. I got a generic reply stating I must make a zoom appointment with customer relations. On 5/15 zoom I was told that because I signed contract they cant refund me. I explained I was mislead in believing my pictures looked beautiful & hadI known about the overexposure I wouldnt have signed contract. The person on zoom call should have been knowledgeable about thepoor quality of my photos since they are selling the products. The customer relations rep. kept reading a generic statement throughout. I asked if I could speak to someone higher & he said theres no one. I requested numerous timesto be refunded, but instead was offered extra unnecessary products that exceed $3,000. Why cant I just have my money back? He also revealed my photographer was a novice.With all the lies & dishonesty I should be refunded. Best part is today 6/5 I get an email saying my photos are ready to be approved! I thought they were uncomfortable using the images since they were overexposed. Its very apparent how bad the quality is on proofs.

  Business response

  06/11/2024

  Dear ******,
  Thank you for reaching out to us regarding your recent experience with Enchanted Fairies. We deeply regret the inconvenience and frustration you have encountered.
  After carefully reviewing your case, including the issues you experienced during your daughter's photography session on March 29th, the subsequent premier on April 20th, and the developments leading up to June 5th, we acknowledge the discrepancies and challenges that have occurred. We understand your concerns about the quality of the photos and the communication you've received.
  Please be informed that we have processed your full refund. You should see the refunded amount credited to your original payment method within the next 5-7 business days.
  We apologize for any distress this situation has caused and appreciate your patience as we resolved this matter. If you have any further questions or need additional assistance, please feel free to contact us directly.
  Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our services in the future.
  Best regards,

  *******************************

  Director of EC

  Enchanted Fairies

  Business response

  06/13/2024

  Dear ******,
  Thank you for reaching out to us regarding your recent experience with Enchanted Fairies. We deeply regret the inconvenience and frustration you have encountered.
  After carefully reviewing your case, including the issues you experienced during your daughter's photography session on March 29th, the subsequent premier on April 20th, and the developments leading up to June 5th, we acknowledge the discrepancies and challenges that have occurred. We understand your concerns about the quality of the photos and the communication you've received.
  Please be informed that we have been notified that your credit card company has issued a complete refund. You should see the refunded amount credited to your original payment method within the next 5-7 business days.
  We apologize for any distress this situation has caused and appreciate your patience as we resolved this matter. If you have any further questions or need additional assistance, please feel free to contact us directly.
  Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our services in the future.
  Best regards,
  *******************************
  Director of EC
  Enchanted Fairies

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place is a scam! I took my kids in February for this experience. The photographer was very nice! Then we received the dreadful call with the packages. I purchased a package for $400. This included (3) 810 and (3) 57. So the excitement was there and I was very excited to receive the photos that they say are top notch! When I received the photos I called because of the shadowing behind my kids. So they complied and said they would fix the issue. NOW THIS IS WHERE IT WENT DOWNHILL! so they sent back photos and they were horrible. My son face looked different..the complexion of his face compared to his legs were totally different. Then my daughter was missing ears in the photos, it was just back and forth. They finally offered a 11x14 photo but why would I accept this if my kids don't look like themselves. They told me they would give me a VIP experience but again, that would not work because the studio is 2 hours away from me now! Also, let's not talk about the rude customer service or client relations specialist they have. I told them that I wanted my money back! They then told me that I could not get my money back. They also said that they have exhausted all of their options and I had to choose pictures and that's it. This place is a joke and anyone that wants to take their kids...RUN!!!!!!! They pretend like they care, the don't!Also, they sent someone pictures to me. Then told me I need to take them to the nearest *** for return!!!BEWARE!!!!!! Look at these pictures..how insulting for them to change my kids skin complexion.

  Business response

  05/22/2024

  Hello *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience and dissatisfaction you've experienced with our service. Customer satisfaction is our top priority, and we strive to ensure every client leaves with cherished memories of their experience with us.
  Regarding the Issues with Your Photos:
  We understand that the initial concern was the shadowing behind ******* and ******. Our ************** worked diligently to address this by adjusting the lighting in the images. This process, while aimed at reducing shadows, can sometimes affect the overall appearance, including skin tones. We recognize that the results did not meet your expectations, and we regret any frustration this has caused.
  Corrective Actions Taken:
  Shadow Correction: Our team worked on reducing the shadowing in the background, which involved lightening the entire image to maintain a natural look.
  Multiple Rounds of Edits: We provided six additional rounds of proofing, significantly more than our standard one round, to meet your satisfaction.
  Offer of VIP Reshoot: To further rectify the situation, we offered a VIP Reshoot at our studio, understanding that this might be inconvenient due to the distance.
  Upgraded Print: We proposed upgrading one of your prints to an 11x14 as a gesture of goodwill. We also proposed changing to 3 new images. 
  Our Commitment and Policy:
  As outlined in our signed Enchanted Fairies Policy from March 14th, 2024, we have a no-refund policy due to the customized nature of our products. Despite this, we have made extensive efforts to address and correct your concerns.
  Next Steps:
  While a full refund is not possible as per our policy, we remain committed to resolving this matter to your satisfaction. We are happy to arrange another Zoom call to review the images and discuss any further adjustments that can be made. We want to ensure you receive the best possible version of your portraits.
  Conclusion:
  We genuinely appreciate your patience and understanding throughout this process. Our goal is to deliver beautiful, high-quality images that you and your family can treasure. Please reach out to us if you would like to schedule another meeting or if there are any additional adjustments you would like us to consider.
  Thank you for your understanding and for giving us the opportunity to make this right.
  Best regards,

  *********************

  Director of Customer Service

  ********************

  Customer response

  05/22/2024

  I am rejecting this response because:   the zoom representatives I have spoken with in the past do not listen.  They are rude and read from a script.  I would like an experienced manager to zoom with me.  Even though you don't offer a full refund, what about a partial.  This experience has been terrible and honestly I can't show these images to my kids.  My son has a beautiful complexion and I will not allow him to think this is okay for a company to showcase him!

  I'm sure you have my email given that you listed my kids legal name here.

  Business response

  05/22/2024

  Dear *******,
  Thank you for your feedback and for bringing these concerns to our attention.
  We apologize for the negative experience youve had with our representatives. Your feedback is important, and we are committed to improving our customer service. We understand your frustration and regret any inconvenience caused.
  To address your concerns:
  Communication with Representatives: We acknowledge that your interactions with our representatives have not met your expectations. To ensure a better experience, we will arrange for you to speak with an experienced manager. This manager will be briefed on your situation and will provide the personalized attention you deserve.
  Zoom Meeting with Manager: We will contact you via email to schedule a Zoom meeting at a convenient time for you. During this meeting, the manager will discuss your concerns in detail and work towards a satisfactory resolution.
  Image Concerns: We understand the importance of how your son's images are portrayed. We take such concerns seriously and want to ensure that our services meet your standards. We will address this specific issue in our meeting to find a suitable solution.
  Please expect an email from us shortly to arrange the meeting with the manager. We are committed to resolving this matter to your satisfaction.
  Thank you for giving us the opportunity to make things right.
  Sincerely,

  *********************

  Director of EC

  Enchanted Fairies

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I picked out 13 images so that they could "work their magic" and edit them. I paid 2700 dollars for 2 little dinky photo books, a copy of the original unedited photos, and a small canvas print. The quality of everything was horrible... I didn't get the 13 photos I chose. Each book contained the same 7 photos. This whole experience was horrible... I also didn't get proofs before the order was finalized and shipped or I would have said that I was unhappy with them. I sent 3 messages about my complaints and did not receive a response to a single one....

  Business response

  04/24/2024

  Dear *******,
  We sincerely apologize for the disappointing experience you had with our services. Your feedback is invaluable to us, and we deeply regret any dissatisfaction caused by the quality of the products you received and the lack of communication regarding your concerns.
  Please be assured that we take your concerns seriously, and we are actively investigating the issues you've raised to prevent similar situations in the future. We understand the importance of delivering on our promises and meeting our customers' expectations, and we regret falling short in your case.
  We are committed to resolving this matter to your satisfaction. A member of our team will be reaching out to you shortly to discuss how we can make this right and address your concerns promptly. Please feel free to contact us at ********************************************************.
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding as we work to rectify this situation.
  Sincerely,

  *********************

  Director of EC

  Enchanted Fairies

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/8/24, myself and another family took our children to get pictures taken after 1.5 hour drive. The magic was short lived. Very strike guidelines as to us being able to take pictures of the magical moment without any magic being added. The only thing I will say is that the photographer did amazing with two 2 year olds. That is where the experience ended. Then on 3/22/24 during the premiere that was via zoom and recorded, myself and the other family asked if we could split a collection. Enchanted fairies agreed. However, the other family never paid during the call. I feel that enchanted fairies is are taking advantage of my situation due to the fact they poses my funds from the original order since I financed. Now they have forced me to accept a new transaction that they created in order to deny me a refund. They claim that this order has already been processed but, Per their policy payment must be made in full before images will be processed for printing. The original order should have been voided immediately since they didnt receive final payment at the time of the zoom conference 3/22/24. They are pushing accommodations against my will in the form of a new transaction. Now, 4/1/24, they email saying order has been turned over the artists inside our *************** However, that was one of their reasons for the last 2+ weeks since I have been disputing this transaction as to why they couldnt give me a refund.

  Business response

  04/08/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you *** have experienced during your recent interactions with Enchanted Fairies.
  We understand that capturing special moments with your children is incredibly important, and we regret that your experience did not meet your expectations. We appreciate your acknowledgment of the photographer's skill in working with young children, and we will certainly pass along your positive feedback.
  Regarding your request to split a collection during the premiere via Zoom, we apologize for any miscommunication that *** have occurred. It seems there was a misunderstanding regarding payment arrangements, and we regret any confusion this *** have caused. We value our customers' satisfaction and aim to find solutions that meet their needs.
  In reference to your concerns about the handling of payments and the processing of your order, please allow us to clarify our procedures. We strive to adhere to our policies consistently to ensure fairness to all our customers. We understand your frustration regarding the processing of your order and the subsequent creation of a new transaction. We will review our procedures to see if any improvements can be made to avoid similar situations in the future.
  Regarding the refund issue, we want to clarify that our policy, which you agreed to upon purchase, states that there are no refunds due to the customization of your art work. While we understand your desire for a refund, unfortunately, as you financed your purchase through a third-party lender, we are unable to issue refunds per our policy.
  We genuinely appreciate your business and regret any dissatisfaction you have experienced. Our team is committed to resolving this matter to your satisfaction and ensuring that you receive the products and services you expected when you chose Enchanted Fairies.
  Please feel free to contact us directly to discuss any further concerns or to provide additional feedback. We value your input and are here to assist you in any way we can.
  Sincerely,

  ******************

  Enchanted Fairies

  Customer response

  04/12/2024

  I am rejecting this response because:   Per Enchanted Fairies' policy payment must be made in full before images will be processed for printing. The original order should have been voided immediately since they didnt receive final payment at the time of the zoom conference 3/22/24.  *********** pushed accommodations against my will in the form of a new transaction. My original receipt to the original order had an outstanding balance. Additionally, I spoke to Affirm, who is the company who provided the financing. They report no partnership with Enchanted Fairies and reported once a refund was processed, they would be able to adjust my account appropriately so. I brought this up within minutes from Enchanted Fairies not receiving full payment for a transaction they agreed to.  

  Business response

  04/22/2024

  Dear Reny,
  We appreciate your feedback and concerns regarding your recent experience with Enchanted Fairies. We apologize for any inconvenience or confusion that *** have arisen during the process.
  In response to your statement, we would like to clarify our payment policy. While it is true that our policy states that payment must be made in full before images are processed for printing, we also recognize that some customers choose to utilize third-party financing options, such as Affirm, to complete their purchases. In these cases, when a customer opts to use a third-party lender, the payment is considered fulfilled once the transaction is completed through the lender, as the financial responsibility then lies with the lender and not directly with Enchanted Fairies.
  Regarding your specific situation, we understand that there *** have been a delay in the finalization of your payment through Affirm, and we apologize for any inconvenience this *** have caused. Our team works diligently to ensure smooth transactions and customer satisfaction, and we regret any miscommunication or oversight that *** have occurred in this instance. As stated in our previous communication you did sign and agree to our no refund policy due to the customized nature of your art work. 
  We appreciate you bringing this matter to our attention, and we are committed to resolving it to your satisfaction.
  Please feel free to contact us directly if you have any further questions or if there is anything else we can assist you with. We value your business and are dedicated to providing you with the best possible service.
  Sincerely,

  *********************

  Enchanted Fairies

  Customer response

  04/23/2024

  I am rejecting this response because:

  Hi,
  
  Im not sure where you have gathered your information about my case. Its not accurate. Here is a quick recap. I had split the original order with an acquaintance. While its true I financed my portion of the photos. The other party failed to make their payment. According to your policy at that point payment was still not finalized. The receipt sent shows the balance owed by the other party. Yes your company received my funds via *****. According to the lenders policy you are responsible for issuing refunds. They dont dictate refunds. The agreement that was signed was for a specific photo package. Which minutes after the zoom call ended with your sales person, I decided to cancel due to the unexpected circumstances. 
  
  From the first attempt of communicating with enchanted fairies about cancellation and refund. Every interaction seemed like we were going in circles or every attempt to avoid refund was made. After the 3rd or 4th interaction it seemed like I was being forced to accept a product I didnt want in order for enchantment fairies to maintain my funds.
  
  Nowhere does your policy state that Im obligated to accept any product in order for my funds to be forfeited to enchanted fairies. 
  
  The only closure to this unique situation is for the funds to be credited back to my Afirm account in full. I really hope that you understand.
  
  Thank you 
  

  
  

  Business response

  05/15/2024

  Dear *****,
  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for any confusion or frustration you *** have encountered during this process. We understand your concerns and would like to address them as thoroughly as possible.
  Regarding the issue of refunds, we must clarify that when an order is financed through a third-party lender such as Affirm, our ability to issue refunds is constrained by the terms and conditions of the financing agreement. In this case, while you financed your portion of the photos, the agreement extends beyond direct payments to our company. As per our policy, which was explicitly outlined and agreed upon at the time of purchase, refunds or cancellations are not permitted, regardless of payment method or circumstances.
  We acknowledge the situation with your acquaintance and their failure to fulfill their payment obligations. However, it's important to note that according to our policy, each party involved in the purchase is individually responsible for their respective payments, and the actions or inactions of one party do not invalidate the terms agreed upon by the other.
  Regarding the issue of product cancellation, we understand your desire to cancel your order due to unforeseen circumstances. However, as per the terms of the agreement signed, cancellations are not permitted, regardless of timing or circumstances. We empathize with your situation and apologize for any inconvenience this *** cause.
  We regret any miscommunication or misunderstanding that *** have occurred during our interactions. Our aim is always to provide the best possible customer service experience, and we apologize if this was not reflected in your recent interactions with us.
  We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us directly.
  Sincerely,

  *********************

  Director of Customer Service

  ********************

  Customer response

  05/21/2024

  I am rejecting this response because:   Hello, Unsure if you have or are thinking about the right client/request for refund as that is not me you are referring to. As mentioned previously, your policy does not cover this situation nor was there ever anything mentioned via your zoom meeting. You hold tight to your policy as to no exceptions, yet your company made one when they agreed to split the payment within two different parties. So if I would have used my debit card and had it not gone through, then I wouldn't be in this situation. Instead, I financed and enchanted fairies was not able to complete the full transaction due to failure of the other party involved. Your policy does not cover this unique situation just like how it doesn't cover fraud based on reading and reviewing other complaints made to the BBB. I am asking you refund the funds because this transaction is not valid. Per Affirm, the 3rd party financing I used, "To make an online return, contact Enchanted Fairies - In-Store. If they accept your return, your refund will show up within 3 days." You say you are not able to because of Affirm, however, they have continuously stated they have no partnership with Enchanted Fairies. Enchanted Fairies held on from completing the order several days after I got financed and I immediately made contact with Enchanted Fairies requesting the cancellation of an order that was still processing and not confirmed due to the circumstances. 

  Business response

  05/22/2024

  Dear ****,
  Thank you for reaching out and providing additional information regarding your situation. We sincerely apologize for any confusion and inconvenience you may have experienced.
  Our records indicate that you received all your personalized art pieces on May 1, 2024, and as per our company's no refund policy, which you acknowledged and signed, we are unable to process refunds once the artwork has been delivered.
  Regarding the financing issue, our policy covers various scenarios, including those involving third-party financing. When you opted for Affirm, it was an agreement between you and Affirm, and we fulfilled our part by delivering the personalized art as per your order. ******'s statement that returns must be processed by us refers to physical goods that can be returned, which unfortunately does not apply to personalized art pieces. Once created, these custom artworks cannot be resold or reused.
  We strive to be flexible and understanding. Our no refund policy remains firm for personalized items, as these are crafted uniquely for each client based on their specific requests.
  If there are any further concerns or specific details that have not been addressed, please feel free to reach out directly. We are committed to ensuring our clients are satisfied and will do our best to find a resolution within our policy constraints.
  Thank you for your understanding.
  Best regards,

  *********************

  Director of Custom Service

  Enchanted Fairies

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Such an awful experience. Our shoot was 12/28 at 10:00 am for our 6 month baby girl. Her shoot took less than 24 minutes. This was torture. She was EXHAUSTED from moving fast. We were rushed out by 10:30 because the next family was coming. We were unable to snap pics in the waiting room for more than a minute. This was not baby friendly or even healthy for a baby. EF told me sessions take a whole hour. We were taken advantage of and her well-being was not a priority. Parents beware.The zoom call was on 1/4/24. My mother and I were offered a $500 photo and when I said I couldnt afford that, *******, *****, said he can add in a $1400 slideshow for $200. Also, if nothing was purchased these pictures would be deleted. EF should be ashamed of themselves for pressuring parents! This was the day after my grandfathers funeral and I wasnt clear in my mind. I agreed to $760 for ONE 8x10 for 500 and a slideshow of UNEDITED photos for 200. An email said the order would ***********-8 weeks to receive. The slideshow was sent the next morning. The quality was poor and the pictures were blurry! I checked my receipt. They charged $500 for the slideshow and only $200 for the portrait! The prices were flipped and I was lied to and manipulated into thinking I was given a $1200 deal off a slideshow. 1/5, I called to cancel over the phone, in text and email. I knew they would try to say portraits were being worked on by their artists if more time passed, so I documented everything. EF has so many employees but not one who actually cared to help me. 10 days later, I had my Client Relations (CR) zoom call to discuss my cancellation. He told me theres nothing they could do and the artists have already worked on my order! Shocker. Since 2/5 I made it clear to NOT work on my order until this call took place and that wasnt honored nor respected. CR didnt care about my babys experience, or that I was lied to with pricing, and said the slideshow was clear to him. I am appealing with Affirm.

  Business response

  02/15/2024

  Dear ******,
  We are deeply sorry to hear about your negative experience with our photography services. We understand the importance of capturing precious moments with your baby girl and we sincerely apologize for falling short of your expectations.
  First and foremost, we apologize for any discomfort your baby experienced during the session. Our aim is always to create a comfortable and enjoyable environment for both parents and their children, and it is disappointing to hear that we failed to do so in your case.
  Regarding the duration of the session, we apologize if it felt rushed. Our standard sessions are indeed scheduled for one hour to ensure that families have ample time for the shoot without feeling pressured. We regret any miscommunication that *** have led to your session being shorter than expected. It is standard for actual time during the shoot to be 20 to 30 minutes since the rest of the time is dedicated to changing and getting prepared for your session. 
  We take your concerns about pricing and transparency very seriously. It is never our intention to pressure or mislead our clients into purchasing products they cannot afford or do not desire. We apologize if you felt this way during your interaction with our representative, *****. We will review our sales practices to ensure that they align with our commitment to transparency and customer satisfaction.
  Regarding the discrepancy in pricing and the quality of the slideshow, we apologize for any confusion or disappointment this *** have caused. We will investigate this matter internally and take appropriate action to rectify the situation.
  We understand your frustration with the cancellation process and the perceived lack of responsiveness from our team. We apologize for any inconvenience this has caused and assure you that we will address this issue with our Client Relations team to ensure that future communications are handled more effectively. They did offer you some upgrades to your current order since we do not allow any refunds due to the customized nature of the artwork created for your family. You did sign and agree to the no refund policy during the call. You financed your purchase with Affirm and they are a 3rd party lender and you also agreed to their no refund policy. 
  Please know that your feedback is incredibly valuable to us, and we appreciate the opportunity to address your concerns. We are committed to improving our services based on your feedback and hope to have the opportunity to regain your trust in the future.
  If you have any further questions or concerns, please do not hesitate to contact us directly at ******************************************************** or at ************************************************. The client relations team did send you a further email to work with you to find a solution on 2/14/2024.

  Sincerely,

  *****************************

  EC Director

  Enchanted Fairies LLC

  Customer response

  02/29/2024

  I have been very sick and away from work and my computer.  I am now getting to my response.  Could my file be reopened please?

   

  Customer response

  03/07/2024

  In their response, Enchanted Fairies stated that their standard session time is one hour to ensure that families have ample time to shoot.  My TOTAL time was 30 minutes from the walking through the door to leaving with a six month old.  Not only was it rushed and such an unhealthy experience for my baby, this company has refused to offer a refund for the $25 that I was charged for the hour shoot that.I was cheated out on.  Enchanted Fairies has not taken appropriate action to rectify this situation as they stated they would.  They have the recording of the zoom meeting where their employee ***** is attempting to sell me a $500 portrait.  After I decline, he then offered the $1400 slideshow for just $200.  Which was not the case in the receipt they sent over.  The portrait was ORIGINALLY $200 according to their website.  If I was originally told the truthful price of the portrait I would had said yes for $200.  They switched the prices around to get a greater sale out of me and to make it look like more of a huge deal that I was getting.  This is lying and manipulation and I should be offered the refund because this is not honest business or customer care.  This company does not care about families they only use them to get as much money as they can

  I was scheduled to have the Client Relations 30 minute meeting on 2/14.  That strangely was the closest day to choose from after my complaint to them on 2/4/2024.  The 10 days out to help a dissatisfied customer like myself was ample time for them to get the order completed by the artist so they could  tell me that "it was too late to cancel" because "it was already being worked on." This is what I feared and this is exactly what I was told during my 2/14 zoom meeting with them.  This was another lie by them.  During these 10 days, despite my immediate action to cancel the order, request a refund or pause the order until after the ** zoom meeting took place, this company still went ahead and processed and sent out the portrait along with the free gifted one even though they said they would not on the phone and in text. The person during the ** meeting lied to me and said it was currently being worked on when in fact it was already in the mail. Their ** team never intended to help me, consider any type of refund or cancellation because the order was already completed when they said multiple times to me it wasn't completed and would not be until after the final decision of the call.  I received a text the day before on 2/13 alerting me that my portraits were on the way.  After confusion because this company claims it could take up to 6 months to receive, this order was sent out the day before the meeting.  How is that possible?  And what was the point of the ** meeting if they went ahead and made a final decision without me knowing.  This company has a system in place to make it "seem" impossible to be given a fair solution if there is a grievance against them and they do this  by using their policy forms as their protection, which is what they are doing in their response to me.    They also  pressure the customer to input financial information during the call or else they threaten to have the pictures of your child erased. Also, during the call they say time is running out on the call. If that's not high and wrongful pressure then I don't know what is.

  Enchanted Fairies takes advantage of excited parents especially the vulnerable ones who will feel cornered to buy photos or have the fear of forever losing them.  This call happened to be scheduled for me on 2/3, the day after my grandfathers funeral and I went ahead and took it because I thought it would be something that would bring happiness.  My mother was also on the call with me to be a second set of ears to make sure that I heard things correctly and she also can attest that I was told the portrait was $500.  This was all recorded and they will not send over the call to me.   Their horrible product of a slideshow and their dishonest pricing on the zoom call are what led me down this awful customer service experience with them where they refuse to take true accountability and action to resolve the multiple problems.

  Attached I have the text message exchange when their rep tells me only my free gift was sent out and also the picture of the TWO portraits when it should had only been one that I received if they were telling the truth on assuring me the Client Relations call would help me and the second portrait would not be sent. I hope this case can be reopened because I believe I their business practices are unfair and dishonest and I was a victim of it.

  Customer response

  03/07/2024

  Here is a picture of what I received in the mail which was sent out the day before the Client Relations meeting. Two portraits, one was not supposed to be shipped out or even completed.

  Business response

  03/15/2024

  Dear ******,
  Thank you for bringing your concerns to our attention regarding your recent experience with Enchanted Fairies. We sincerely apologize for any inconvenience or dissatisfaction you may have experienced.
  First and foremost, we would like to address the discrepancy in session time that you mentioned. While our standard session time is indeed one hour to ensure families have ample time , that includes time to change and prepare and includes around 20 minutes in front of the camera. We do recommend for the children to be three years and up for the most magical experience. We regret any inconvenience this may have caused you and your family. I would like to offer a VIP reshoot and at a different location even at no additional cost. 
  Regarding the pricing discrepancy you mentioned during your interaction with our employee *****, we take allegations of dishonesty very seriously. We would like to assure you that this is not representative of our business practices.
  Furthermore, we acknowledge your disappointment with our refund policy. As you noted, our policy clearly states that we do not offer refunds. However, we understand that your experience did not meet your expectations, and we are committed to finding a resolution that satisfies both parties.
  Regarding the Client Relations meeting scheduled on 2/14, we understand your frustration with the timing and the outcome. We did offer to give you the full HD with print rights to the two images purchased but you turned us down during your Client Relations meeting. I would like to offer that to you again. We apologize for any miscommunication or inconvenience this may have caused. We assure you that we will review our internal processes to prevent similar situations from occurring in the future. You are financed through a 3rd party lender Affirm and therefore are subject to the agreement that you signed with them. 
  We are deeply sorry for any distress or discomfort you experienced during your interaction with our team. We value your feedback and take your concerns seriously. Please rest assured that we are taking appropriate measures to address the issues you have raised.
  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us directly.
  Sincerely,

  *********************

  EC Director

  Enchanted Fairies

  Customer response

  03/20/2024

  I have reviewed the business response and accept this resolution for the two additional images but I would like them edited and mailed to me. I would like to decline the opportunity to do another photoshoot. Thank you 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date if Transaction: 2/14/2024 Usd ******* Portraits Cancellation/ Refund Refusal The Merchant is refusing to cancel the order even I was requesting to cancel it 30 mins after the transaction, I was solely unaware of their tactics , I was emotionally manipulated and put under pressure to buy the photos. I called them immediately after the zoom meeting/ transaction to cancel it but they just kept me hanging and just put me on hold and tried to haggle so as not to cancel it, their prices are ridiculous, the agent who answered me can only tell me that the work has been processed even it was only a few minutes after the transaction was made. They clearly trying to ******* money with their stupid reasons. This business needs to stop as people are being scammed with our hard earned money, they will offer the highest (15k) portraits and will enticed customer to give out the lowest rate *********** thru ******** ADS

  Business response

  02/15/2024

  Dear ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any distress or inconvenience you have experienced regarding your recent transaction with us.
  We understand that you are seeking a cancellation and refund for the portraits you purchased on 2/14/2024. We want to address your concerns as transparently as possible.
  Upon reviewing the details of your transaction and the circumstances surrounding it, we acknowledge your request for cancellation made shortly after the transaction was completed. We understand your frustration with feeling pressured during the sales process, and we deeply regret any distress this may have caused you.
  However, we would like to clarify that our company adheres to a strict no-refund policy, as outlined in the terms and conditions agreed upon at the time of purchase. While we sympathize with your situation, we must adhere to our policy consistently for all our customers.
  We take allegations of unethical sales tactics very seriously and assure you that we do not condone any form of manipulation or pressure in our sales process. We will thoroughly investigate your concerns to ensure that our sales team upholds the highest standards of professionalism and integrity.
  Regarding your assertion about our pricing practices, we assure you that our pricing is based on the value of our products and services, as well as market factors. We do not engage in deceptive pricing tactics, and any perceived discrepancies between advertised prices and actual prices are unintentional and will be rectified.
  We regret any negative impression our business practices may have left on you, and we are committed to addressing your concerns promptly and fairly. We encourage you to proceed with your scheduled call with our Client Relations team on 2/22, as they will be able to further assist you with your concerns.
  Once again, we apologize for any inconvenience you have experienced, and we appreciate your patience and understanding as we work to resolve this matter.
  If you have any further questions or concerns, please do not hesitate to contact us directly at ************************************************.
  Sincerely,

  *******************************

  EC Director

  Enchanted Fairies LLC

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I took our daughter to an Enchanted Fairies photo shoot which cost $25. We set up the meeting to see the photos and purchase some. At the end of the hour long meeting we were shown prices upwards of $8,000. For 18 pictures that basically get a filter. So we ended up purchasing a smaller package for $3,981. Shortly after, we had a home repair emergency. We tried contacting the portrait consultant for a refund and she kept dodging the question. She then refused any communication so we had to get in touch with client relations. They pointed us to Affirm. All we want is to reverse the transaction. We do not want the product. Its a huge scam after looking more into it. They just keep giving us the run around.

  Customer response

  02/23/2024

  Enchanted Fairies finally resolved the issue. They were still very unprofessional about it all and we still had to pay $1400 of the near $4,000. 
  this company is a huge scam and needs to be investigated 

  Customer response

  02/23/2024

  Enchanted Fairies finally resolved the issue. They were still very unprofessional about it all and we still had to pay $1400 of the near $4,000. 
  this company is a huge scam and needs to be investigated 

  Business response

  02/26/2024

  Dear *****,
  We appreciate you reaching out to us and sharing your concerns regarding your recent experience with our Enchanted Fairies photo shoot. We sincerely apologize for any inconvenience or frustration you have encountered throughout this process.
  We understand the financial strain that unexpected home repairs can cause and empathize with your situation. After reviewing your case, we have taken your concerns seriously, and we want to assure you that we are committed to resolving this matter to your satisfaction.
  Upon further investigation, we have identified your request for a refund and cancellation of the transaction. We acknowledge the miscommunication that occurred during the initial consultation regarding the pricing and understand how it may have led to a purchase decision that you now regret.
  In light of your circumstances and to address your concerns, we have initiated a partial refund , which reflects the cost of the product you purchased. This amount will be processed through Affirm, and you should see the refund reflected in your account shortly.
  We genuinely apologize for any confusion or frustration you experienced in trying to communicate your concerns. We are committed to improving our communication processes to ensure a smoother experience for our customers.
  If you have any further questions or require additional assistance, please feel free to reach out directly to our Client Relations team at [Client Relations Contact Information]. We value your feedback and are here to address any remaining concerns you may have.
  Thank you for your understanding and patience as we work to resolve this matter.
  Sincerely,

  *********************

  EC Director

  Enchanted Fairies 

  Customer response

  02/26/2024

  I have reviewed the business response and accept this resolution. 

  Enchanted Fairies finally resolved the issue. They were still very unprofessional about it all and we still had to pay $1400 of the near $4,000. 
  this company is a huge scam and needs to be investigated 

  Customer response

  02/27/2024

  I am not satisfied with the result. I was told to pay $1,400 for the digital slideshow that looks like a high school kid could make. When I was sent the receipt it said I paid $500. 
  at this point it looks like tax fraud. Id like to be reimbursed $900 to match the receipt showing I paid $500. Not $1,400. 
  

  This whole process has been extremely unprofessional on Enchanted Fairies part. They even asked I CHANGE the review. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Knowingly let my wife finance over $5000 in my name for pictures.

  Business response

  01/18/2024

  Dear ***************

  Thank you for bringing your concerns to our attention about your request for a refund due to fraud. We take your claims very seriously and we are working with Affirm, the 3rd party lender to investigate the fraud claims committed under your name by your wife. 
  We received your request on 1/15/2024 and the full amount has been sent to Affirm for a cancellation today on 1/18/2024 and can take up to 7 days to reflect on your account.
  We reviewed the transcript of the ordering call and you were sent an authorization code approving the funding. The code was sent to Affirm from your phone approving the financing and we will be sharing the transcript with Affirm for them to complete their reports. 
  Thank you again for bringing this to our attention and we will work diligently with Affirm to help them with these claims. Your loan with Affirm has been canceled and we have blocked the slideshow images that were already sent to you by email since the order has been canceled. Your complimentary 8x10" image that was included as part of your fine art portrait session is being processed and you should receive it by ***** in 6 to 8 weeks. 

  Please do not hesitate to reach out if we can be of any further service at ********************************************************. 

  Sincerely,

  *********************

  EC Director

  Enchanted Fairies LLC

   

  Customer response

  01/18/2024

  I have reviewed the business response and accept this resolution. 

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