Complaints

This profile includes complaints for Enchanted Fairies Studio LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enchanted Fairies Studio LLC

  6121 W Park Blvd STE C222 Plano, TX 75093-6230

  
• 

  Enchanted Fairies

  4 Pleasant Valley Rd Pine Bush, NY 12566

  
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  Enchanted Fairies of Ann Arbor

  2002 Hogback Rd Ste 6 Ann Arbor, MI 48105

  
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  Enchanted Fairies Studio LLC

  10012 N Dale Mabry Hwy Ste 107 Tampa, FL 33618

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  Enchanted Fairies

  10 North Broadway Aurora, IL 60506

  

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:06/09/2025

  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.

  6/7/25 @ 10:00 - 11:00am - A scheduled Zoom call turned into a high-pressure sales call which ended up in an emotionally charged decision to agree to a $2,650.01 charge on a credit card for portraits that would be delivered in 8-10 weeks.6/7/25 @ 11:37am - Within an hour of signing the contract, the first of many attempts was made so speak to the sales person and cancel the order. The call went directly to a voicemail.6/7/25 @ 11:40am - Email sent to all email addresses provided requesting to cancel the order.6/7/25 @ 11:47am - Second attempt on same # and received voicemail message.6/7/25 @ 11:48am - Call established with someone and was told that only "****" our salesperson could cancel the order or speak on behalf of the order. I was told she would be in touch within the hour.6/7/25 @ 2:05pm - Call established and again told I would be contacted by "****" to cancel order.6/8/25 @ 9:34am - Call went to voicemail 6/9/25 @ 4:04pm - Received a call back from "****", who stated that only the billing department could cancel our order and would require us to schedule a second Zoom consultation in order to discuss our order. I inquired about cancelling the order without a Zoom call and even brought up the potential of disputing the pending charge with my credit card company. **** stated that they would immediately forward the signed contract to my credit card company and would ensure that my order would not be cancelled and the charged would not be reversed. Again this is call withing 48 hours of placing the order. The initial calls were within one-hour of signing the contract, but they state that the 8-10 week process had already begun and could not be stopped.I am only asking that they cancel an order that was agreed to during a high-pressure and emotional sales pitch via Zoom. No product/services have been rendered and are respectfully asking that they void the contract.

  Business Response

  Date: 06/12/2025

  Hi ********,Thank you for taking the time to share your experience. Were truly sorry to hear that your interaction with us left you feeling pressured or dissatisfied. At Enchanted Fairies, we strive to provide a warm, transparent, and empowering experience for every family we ******** ensure accuracy, we reviewed the full recording of your Zoom call with your ******** Consultant on June 7th at 9:00 AM CST. Based on that review, wed like to offer some important clarifications:Enchanted Fairies is a Fine Art ******** studio specializing in highly personalized, heirloom-quality artwork. Because each piece is personalized and pre-commissioned with a dedicated artist, all sales are final once an order is placed. For this reason, we ask that all decision-makers be present during the Zoom call.
  At 4:43, your ******** Consultant asked whether any other decision-makers should join the call. You confirmed that you were the sole decision-maker.
  At 56:19, our policy was presented both verbally and on screen, and you were asked if you had any questions.
  At 58:17, the payment link was sent. You proceeded with the purchase, having reviewed and signed the agreement acknowledging the policy prior to completing the payment.
  Shortly after the order was placed, we received a cancellation request from your husband, ******. As the order was placed under your name, we informed him that the next steps would need to come directly from you. We also offered to schedule a meeting with our Client Relations team to discuss your concerns and explore potential solutions within the scope of our policy.Regarding your outreach on June 7th, our records show that your ******** Consultant was in back-to-back Zoom sessions with other families and was unavailable to respond immediately. However, our Experience Concierge Team informed you that a meeting with our *************************** would be necessary to assist further.On June 9th at 3:04 PM CST, a Client Relations Representative contacted you to explain the resolution process. During that call, he requested that we contact your bank to release the hold on your card, which we are not able to do. We again extended an invitation to schedule a meeting with our team. As of today, that invitation remains open and has not yet been accepted.We truly value your experience and would still welcome the opportunity to connect with you directly. Our Client Relations team is here to support you, and is available to discuss your concerns in more detail. While our policy stands, we are committed to working with you, which the parameters of the policy, to ensure you feel heard and supported. Additionally, if you have any editing or customization requests, we would be more than happy to accommodate them to ensure your final artwork reflects your familys unique story.Thank you again for your feedback.

• Initial Complaint

  Date:04/29/2025

  Type:Order 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 Sunday April 13, 2025, I reached out to this business in regards to the recent purchase that I made during a Zoom meeting with them. On March 25, 2025 I had a zoom call with a woman named *****. During this call, it became a high pressured coercion sale that went extremely fast and they used guilt and very pushy sales tactics to corner me into purchasing a photo package after a photoshoot I did with my niece where it claimed I was a "contest winner". I was on the call with my niece's mother and she had agreed to pay for half. A few days later she backed out due to a large medical bill. A few days after that, I ran into financial hardship and I am out of work on my doctor's orders due to mental health issues in order to get me healthy enough to rejoin the work force. After reaching out on April 20, 2025 to talk to their "Client's Relations" team, where I sent 17 emails to try to speak with someone, I was finally given an appointment on April 27, 2025 which was 3 weeks past my original inquiry to discuss with someone my issues and to ask them to work with me on a solution. During the call with one of their Client Relations agents, *****, he continued to state this was all in the contract I signed during the call with their policy. He told me the only option I had was to go through the third party lender they use for payment, Affirm, to discuss. After my call, I went back through all emails sent to me after my first call to find the contract with my actual signature, date, and policies. and realized I was never sent the contract. I contacted ***** in order to obtain it which was 3 weeks past when I signed it. After asking for my contract and finally receiving it, I asked for a copy of the calls I was on in order to review (where they informed me I was not allowed to record either) them which I was denied as their Client Relations agents told me it was in my original copy of the contract with the policies which I never received during my original call.

  Business Response

  Date: 05/05/2025

  *********,Thank you for taking the time to share your concerns. I want to assure you that we have reviewed your experience carefully and with great consideration.On April 13, 2025, you contacted us to request a cancellation of your order, citing a recent and unexpected financial hardship. In your email, you acknowledged the contract and payment obligation, but expressed the need to explore a possible cancellation due to your personal circumstances. We understand that financial and health challenges can be overwhelming, and we genuinely empathize with your situation. We always aim to treat each client with empathy and fairness while honoring the terms of our policies.Your original order was placed on March 25, 2025, during a Zoom consultation with your Portrait Consultant, ******* As part of our internal quality assurance process, we reviewed the full recording of your Zoom session. During this call, you were presented with all available package optionsincluding the complimentary gift print, which carried no obligation. At approximately 41 minutes and 23 seconds into the call, you selected your preferred collection. ****** then provided the policy and terms for your review before any payment was collected. At 41:34, you confirmed receipt of the document, and at 42:07, you confirmed that you had reviewed and signed the policy, which outlines that due to the nature of custom artwork, all orders are final and non-refundable.Were sorry to hear that your experience during the sales process did not meet your expectations. While our review did not reveal any high-pressure or coercive tactics, we understand that each clients perception of an interaction is personal and valid. Your feedback is important to us and has been shared with our leadership and training teams for continued growth and improvement.After you reached out on April 13, your case was referred to our *************************** to explore any options available within our policy framework. Since your financing was arranged through ******, we advised you to contact them directly, in accordance with the signed agreement:
  It is your obligation to uphold agreements made with your lender. For specifics on your agreement, please liaise directly with your lender.
  Between April 13 and April 29, our team responded through email with you on multiple occasions, addressing your questions and reiterating the purpose of the upcoming call with Client Relations. As stated in our April 20 email:
  The purpose of the Zoom call with our Client Relations team will be to review your order in detail and explore what options may be available to you. While were happy to go over everything regarding your order itself, I do want to kindly note that were unable to assist with any payments or payment requests related to third-party lenders, as those are handled externally and independently from us.
  You also requested an earlier appointment than our next available dates in May. To accommodate you, we opened an exception and scheduled your meeting on April 27.During that call, your Client Relations Representative, *****, confirmed that your order had already been edited, shipped on April 4, and delivered by April 15, with your request to cancel on April 13th. During this Zoom call, you were informed of the policy, and we are unable to cancel your order, as well as any inquiries regarding payments must go through Affirm.Regarding your request for Zoom call recordings, please note that recordings are used solely for internal training and quality assurance purposes and are not shared externally. This applies universally, however, as requested, ***** resent your signed policy to you for your records.That said, we remain happy to discuss any remaining questions or explore options that fall within the scope of our policy.
  We appreciate your feedback and thank you again for the opportunity to address your concerns.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  We booked a photo shoot with enchanted fairies under the guise that we won a free picture. An 8 x 10. We had our daughter do the photo shoot and set up the meeting with the sales person. The meeting was high pressure sales saying we had to make a decision during that meeting or the images would be deleted permanently. The packages were very high prices but I figured for a hand painted portrait in a 24 x 36 it was gonna be high. We paid ******* for the masterpiece portrait and 7 digital images in an email. On our recipt it states that masterpiece portraits are hand painted and take 4 - 6 months to produce. I knew something was wrong when the portrait came after a little less than a month. We opened the box and were absolutely devastated to find a digital print on poster board. I can get a digital print the same size on canvas (which is far more sturdy) for ******. We were told it was a masterpiece portrait and our recipt says on it that is hand painted and can take up to 4 - 6 months to produce. Why were we told this and why does it say this on our recipt if it isn't true? I reached out to customer service only to be told I was wrong and that's it. No sensible explanation for why we were lead to believe it was hand painted when apparently it was never supposed to be. No offer of refund or anyway to make the situation better. No offer of exchange for the painting we thought we were paying for.

  Business Response

  Date: 03/11/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to provide clarity regarding your experience.
  
  
  As part of our commitment to making professional photography accessible, we offer one complimentary 8x10 Gift Print per family, per household, per year. Our goal is to create meaningful portraits that empower children and showcase their unique beauty. Additionally, all session fees are donated to childrens charities, and we have raised over $3 million to support these causes.
  
  
  We take quality assurance seriously and we strive for complete transparency, which is why our la carte pricing is available on our website prior to booking. *************************************************************************** I have attached your receipt for reference. Your order consists of (7) High Resolution Digital Images with Personal Use Print Rights along with a 24x30 Grand Wall Art ******
  
  Our **************************** Paintings are currently on a 2-year waiting list, and the investment pricing starts at $5,000 per individual painting. This is also available on our website.
  
  
  Additionally, our policy is presented, read aloud, sent for your review, and signed before finalizing any purchase. We recognize that this is an investment in your familys memories, and we want to ensure that every client fully understands our processes before proceeding. Once an order is placed, a designated artist is immediately commissioned to begin production, which allows us to maintain our standard 6-8 week turnaround time.
  
  
  We understand that this is a significant decision for your family, and we appreciate the opportunity to clarify our policies and process. We would love the opportunity to exchange your current 24x30 that has the Classic Art ****** for a 24x30 on Canvas. Our Client Relations Team will be reaching out to you in the next 3 business days.
  
  

  Customer Answer

  Date: 03/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/26/2025

  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 went for a photo shoot for ***** with a promise of a free 8x10 on feb 1st There was a zoom call on feb 6 to review the photos. I was in the zoom with my husband and children in the background. The company used very high pressure sales tactics including directly communicating with my 6 year old via zoom getting her excited for a new photo book. They did advise of a very strict cancellation policy once payment was done, but my husband and I still went thru with it and gave our credit card information to buy an album with several photos in a fairy book. Our daughter was there wanting it and we felt pressured and agreed. We cannot afford to pay this off, as we are barely getting by right now. We immediately regretted the decision and reached back out to them within 24 hours. We had not yet selected the photos for the book and wanted to stop it from going to production. There was no way to talk to customer service on the phone. We had to set up a zoom call and the next day was 2/26 to even discuss cancelling or downgrading the order, which is what we were asking for. We wanted to cancel the 3500 book and get 2 8x10 photos at 200 each plus the free one we were promised originally. they advised no way to downgrade or change the package I asked about MA law that gives you a cooling off period before entering a contract, order was placed via zoom call. I feel this company is taking advantage of young families and charging exorbant prices for photos and being extremely unfair in their policy with absolutely no way to cancel or change. and no one else we could talk to or escalate the matter to. She did agree to an extension on the photo selection, as I have been advised if we don't pick the photos we want in the book, they will select for us. We cannot afford the 3500 book and will be unable to pay the credit card. Please help struggling young family being taken advantage of by big corporation!!!

  Business Response

  Date: 03/11/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to provide clarity regarding your experience.Your session fee was $25 per participant, totaling $50 for your two-person session. As part of our commitment to making professional photography accessible, we offer one complimentary 8x10 Gift Print per family, per household, per year. Our goal is to create meaningful portraits that empower children and showcase their unique beauty. Additionally, all session fees are donated to childrens charities, and we have raised over $3 million to support these causes.
  
  We take quality assurance seriously, which is why I have thoroughly reviewed your order and your Photo Premiere call with your Portrait Consultant. During your Zoom session, both ****** and ***** were present, and because our mission is to empower children through photography, our consultant engaged with them to understand their preferences for their portraits. Our intention was simply to make them feel included in the process.
  
  Approximately 40 minutes into the Zoom call, your Portrait Consultant reiterated that they wanted to ensure you had all available options and asked for your specific preferences. From the beginning, you expressed interest in the Storybook, which is why the consultant focused on that product. It was also clearly stated that there was no obligation to make an additional purchase and that you would still receive your complimentary 8x10 Gift Print regardless.We strive for complete transparency, which is why our la carte pricing is available on our website prior to booking. Additionally, our policy is presented, read aloud, sent for your review, and signed before finalizing any purchase.
  
  We recognize that this is an investment in your familys memories, and we want to ensure that every client fully understands our processes before proceeding. Once an order is placed, a designated artist is immediately commissioned to begin production, which allows us to maintain our standard 6-8 week turnaround time.
  
  Regarding cancellations, once your order was finalized and the Zoom session concluded, there is no cancellation window. The ************************* (***) Cooling-Off Rule does not apply to purchases made entirely online, by mail, or by telephone, meaning there is no automatic right to cancel once an order has been submitted.Your meeting with our *************************** on February 26th was scheduled to explore possible solutions within our policy guidelines.
  
  During that call, you were offered an extension to finalize your photo selections by February 28th at 5 PM CST. When we did not receive your selections by the deadline, we reached out again to offer an additional extension because we genuinely want to work with you to ensure you receive the images of your choice.We understand that this is a significant decision for your family, and we appreciate the opportunity to clarify our policies and process.

• Initial Complaint

  Date:01/23/2025

  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 paid $50.00 for a photo shoot and one free photo. I was urged to set a zoom call with the company enchanted fairies to review other photos and to make a purchase. After reviewing some photos I agreed to purchase and finance photos. I asked if my sons toe could be edited along with some other issues. They said theyd pass that along to editer and couldnt allow me to view photos on zoom call after edit. I asked to cancel and be refunded and was told i couldnt because of agreement and contract iniated in zoom call. This was 3 days after zoom call. After waiting 2 months. I was able to set up another zoom call again to be told i couldnt cancel.I recieved my 8x5 photo that I prepaid for with photo shoot. Not the photos I am financing. After reviewing the photo I was displeased. MY DAUGHTERS skin complexion is several different shades. I again asked to cancel over zoom and the company offered me a slide show or the roll of photos taken and I said I was unhappy with the photos and would still again like to cancel. The company refused. I also reached out to Uown financing and they said It could only be canceled by company. The product hasn't been printed or shipped therefore no money lost all cost would be settl3d with my initial $50.00 paid.

  Business Response

  Date: 02/01/2025

  ******,Thank you for letting us know of your concerns. I am sorry to hear you are not pleased with your images. I truly understand how disappointing it must be to receive an image that doesnt meet your expectations. During our review of your account, there was a concern mentioned about your sons toe during your Client Relations Zoom call. Along with a note of the complexion of your daughter. I do see that there is some overexposure from the brightness of the lighting at the studio.
  
  Please know that we are committed to making this right for you, and we can certainly work on correcting the 8x10 based on the feedback you *********** add additional clarity, we are a Fine Art ******** studio, and we specialize in creating high-quality enchanted portraits. This entails that your designated artist meticulously works on each image you select for your collection. They infuse the magic and artistry that is consistently depicted throughout all our images, ensuring they align with the gallery images showcased on our website.
  
  We are unable to edit the images without an order. On your initial Zoom call, you were shown images of what we offer in terms of artistry, however, we cannot show your edited images as those must be purchased in order to commission your designated artist to proceed. What we can do is offer proofing on additional images as well as correcting the 8x10 Gift Print you received.We understand our prices are higher due to the quality of the items we provide, which is why we offer one complimentary 8x10 Gift Print per year, per family, per household to each session that visits with no obligation to purchase any additional images.I also see that the $50 you mentioned was actually the $49 deposit, which was offered to be refunded back to you over your original Zoom call. However, you chose to opt for the duplicate 8x10 Gift Print in place of the the refund. I see that on January 23rd, you were offered a refund of the $49 deposit back to your account and remove the duplicate 8x10 Gift Print that was not associated with the outside financing.
  
  At Enchanted Fairies, we strive for transparency. This is why our policy was shown to you and read to you one hour and 20 minutes into your original Zoom call. The policy was also sent to you to review in which you returned signed in agreement to the terms of no cancellations, alterations, or ********** regards to the delay, the same policy mentioned above also states It is your obligation to uphold agreements made with your lender. For specifics on your agreement, please liaise directly with your lender. Once finalized, contracts are binding and cannot be canceled, altered, or refunded The current delay on your images are through the outside financing company you selected due to nonpayment. Once your lender has deemed your account is current, we can proceed with sending your order. Until then, your order remains as is.
  
  During your meeting with our Client Relations Representative on January 23rd, you were offered a slideshow to provide you with all the unedited images from the session. We are committed to assisting you in refining your images, and once your payments are up to date, we will be able to dispatch your order along with the proofing.
  

• Initial Complaint

  Date:01/17/2025

  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 was told my items would take 4-6 weeks, which seemed reasonable.However, things quickly went downhill. By the week before Halloween, I had yet to receive my digital files, three portraits, or two storybooks. I reached out to customer service and was connected with a representative who was very apologetic. She admitted it was their mistake, promised to make it right by offering a free 8x10 portrait, and assured me Id receive my items soon. I finally received my digital files later that day and, shortly after, one of the three portraits and one of the two storybooks.Weeks passed, and the rest of my order never arrived. When I followed up, I was told everything had already been delivered, which was untrue. I even provided proof from ***** showing only part of my order had arrived. They then claimed someone might have stolen the missing items, which was absurd because I have a Ring doorbell camera showing no such theft. By Nov, I was dealing with multiple representatives, none of whom seemed to have a clear understanding of my situation. One rep even asked me to confirm which photos needed to be printeda clear sign my order hadnt been processed yet. At that point, I told them I no longer wanted the remaining items. This experience had gone from joyful to exhausting.I was directed to schedule an app with client relations to resolve the issue, which I did. However, before the meeting even happened, I received an email saying the remaining items had been shippedcompletely disregarding my request for a refund. I was blindsided and deeply ************* this point, it was Dec, and I had waited months for items I no longer wanted. The company ignored my concerns, gaslit me, and failed to take any accountability for their mistakes. This company seems more focused on making money than providing quality service or resolving customer issues. My experience was tainted by their negligence, lack of accountability, and disregard for my concerns.

  Business Response

  Date: 02/01/2025

  ****,We appreciate your communication and the opportunity to address your concerns. I understand that you have some concerns, and I want to address them with the care and attention they deserve.

  
  Please be advised that you met with your ******** Consultant on August 27th. On August 28th, your images were selected by your ******** Consultant, and later that evening, you requested to add frames. As a result, your ******** Consultant placed a hold on your order to accommodate the framing options.
  
  On September 4th, your order was finalized; however, due to the hold, the system did not automatically process the order, and we apologize for this oversight. Our standard turnaround time is 6-8 weeks, but please note that holidays or additional requests may extend this timeframe to 10 weeks or more.
  
  We understand how important these portraits are to you, and we truly regret the delay. Despite this, your designated artist began working on the High-Resolution Digitals promptly, as they were not affected by the changes. This allowed us to send you the High-Resolution Digitals link on October 29th, within our standard 8-week turnaround time. The portraits require additional time due to the holiday season. However, your (4) complimentary 5x7 prints, (2) 16x20 Wall Art Prints, and (1) 30x40 Wall Art ******** were dispatched to you on November 2nd, and were expected to arrive by November 6th.
  
  According to our systems and the tracking information with images provided by *****, it shows all Wall Art ********s were delivered. Upon being informed that you only received the (1) 30x40 Wall Art ********, ***** promptly contacted our ************** to initiate the reproduction of the missing items. When your items have to be reproduced, this does take longer than two weeks. Usually, 3-4 with production and shipping.
  
  We understand how distressing it must be to not have received the 12x12 Heirloom Storybook for Amara and ******, especially when ***** showed it as delivered with an image on your porch. We know how important it is for you to have these memories safely in your hands. Thats why we provide tracking links, so you can monitor your packages arrival. When you informed us that the package was missing, ***** immediately took action on November 15th to have your artist begin production again, ensuring a reshipment at no cost to you.
  
  According to our policy, once an order is placed, all sales are final. However, when you informed us that you did not receive your items, we took immediate action at no additional cost to ensure you received Amara and Alainas images. After your order was in production, you requested a cancellation. Unfortunately, as per the policy you agreed to, the order cannot be canceled.
  
  Regarding the involvement of multiple representatives, ***** endeavored to assist you to the best of his ability. During his absence, another representative provided support until your request was escalated to his Supervisor. Subsequently, your request for a refund was directed to the Client Relations Representative.
  
  We are truly sorry for any inconvenience this has caused and we were committed to making sure you received your Storybook as soon as possible, which is why you received tracking information once the production stage ended. We completely understand your frustration, and we genuinely want to make things right for you. Your Client Relations Representative was ready to meet with you on December 8th; they were there to listen and explore the best options available to you while staying within the parameters of the policy. However, you were unable to meet with them that day.
  
  We are eager to assist you and have made several attempts to reach out. However, each response has been a request for a refund, which we are unable to fulfill due to the order being processed, shipped, and received in accordance with the original terms of your purchase.

  Customer Answer

  Date: 02/01/2025

  
  I am rejecting this response because it is completely untrue. The merchant claims there was a delay due to the holiday season, which is a blatant lie. My portraits were taken at the end of August there were no holidays during that time that would justify over a month-long delay. They are acting as if this took place around Thanksgiving or Christmas, which would understandably cause delays, but that is simply not the case.
  
  
  Why should I have to chase down a company that was quick to take my money just to get basic updates on my order? That has been my issue from the start this business only cares about itself. Yes, they provided tracking numbers, but I have also provided proof that their claims are false. They even tried to tell me that a package was stolen off my porch, which is a complete lie because I have security cameras covering my front door and the surrounding area.
  
  
  As for the remainder of my order, I requested to cancel it because of the constant back-and-forth. I had to repeatedly follow up since no one at this company took the initiative to update me. When I spoke to *****, he was still confirming which pictures to use for printing proving that nothing had been processed at that point. I made it crystal clear that I no longer wanted the order due to their negligence. Instead of taking accountability, they gaslit me at every turn. Not once did they apologize or attempt to make things right.
  
  
  After they took seven grand from me, they stopped responding when I tried to resolve the issue. When I originally set up my customer service appointment, it was to get a refund but instead of honoring that, they went behind my back and sent the portraits I explicitly told them I did not want.
  
  
  This company is a scam. They take money from hardworking people with no intention of delivering quality service. They refuse to take responsibility, and they never offered the compensation I rightfully deserve for this nightmare of an experience.
  
  
  I will not stop until I get my money back. This company needs to be held accountable.
  
  
  

  Business Response

  Date: 02/21/2025

  More Information...Our initial reply was extremely detailed and she says she will not stop rejecting our answers until she gets her refund. I am not sure how long the BBB lets cases go on before closing them?
  We did get their digitals within the 8 week time frame and her wall art was delivered after that. We created a reprint from her which is why she is referencing that ***** asked her which portraits needed to be sent. He only wanted her to confirm what she had received. We have provided tracking and the verified delivered images from ***** showing all packages on her front porch. Here was our BBB reply that she has rejected:
  ****,We appreciate your communication and the opportunity to address your concerns. I understand that you have some concerns, and I want to address them with the care and attention they deserve.
  Please be advised that you met with your ******** Consultant on August 27th. On August 28th, your images were selected by your ******** Consultant, and later that evening, you requested to add frames. As a result, your ******** Consultant placed a hold on your order to accommodate the framing options.
  On September 4th, your order was finalized; however, due to the hold, the system did not automatically process the order, and we apologize for this oversight. Our standard turnaround time is 6-8 weeks, but please note that holidays or additional requests may extend this timeframe to 10 weeks or more.
  We understand how important these portraits are to you, and we truly regret the delay. Despite this, your designated artist began working on the High-Resolution Digitals promptly, as they were not affected by the changes. This allowed us to send you the High-Resolution Digitals link on October 29th, within our standard 8-week turnaround time. The portraits require additional time due to the holiday season. However, your (4) complimentary 5x7 prints, (2) 16x20 Wall Art Prints, and (1) 30x40 Wall Art ******** were dispatched to you on November 2nd, and were expected to arrive by November 6th.
  According to our systems and the tracking information with images provided by *****, it shows all Wall Art ********s were delivered. Upon being informed that you only received the (1) 30x40 Wall Art ********, ***** promptly contacted our ************** to initiate the reproduction of the missing items. When your items have to be reproduced, this does take longer than two weeks. Usually, 3-4 with production and shipping.
  We understand how distressing it must be to not have received the 12x12 Heirloom Storybook for Amara and ******, especially when ***** showed it as delivered with an image on your porch. We know how important it is for you to have these memories safely in your hands. Thats why we provide tracking links, so you can monitor your packages arrival. When you informed us that the package was missing, ***** immediately took action on November 15th to have your artist begin production again, ensuring a reshipment at no cost to you.
  According to our policy, once an order is placed, all sales are final. However, when you informed us that you did not receive your items, we took immediate action at no additional cost to ensure you received Amara and Alainas images. After your order was in production, you requested a cancellation. Unfortunately, as per the policy you agreed to, the order cannot be canceled.
  Regarding the involvement of multiple representatives, ***** endeavored to assist you to the best of his ability. During his absence, another representative provided support until your request was escalated to his Supervisor. Subsequently, your request for a refund was directed to the Client Relations Representative.
  We are truly sorry for any inconvenience this has caused and we were committed to making sure you received your Storybook as soon as possible, which is why you received tracking information once the production stage ended. We completely understand your frustration, and we genuinely want to make things right for you. Your Client Relations Representative was ready to meet with you on December 8th; they were there to listen and explore the best options available to you while staying within the parameters of the policy. However, you were unable to meet with them that day.
  We are eager to assist you and have made several attempts to reach out. However, each response has been a request for a refund, which we are unable to fulfill due to the order being processed, shipped, and received in accordance with the original terms of your purchase.

• Initial Complaint

  Date:12/28/2024

  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.

  This was done starting in september then november and promised to be delivered before christmas. It was not. I emailed (email provided) and they tried to blame it on someone else to not own up to what they did. I proved that not only did we pay off one of them, but the other is up to date on payments. We have done everything that was required of us. We paid way too much money for these, and were scammed throughout the process. Now this. We paid around $7500 when all was said and done. Two were on credit and the rest was from our savings. They have not tried to resolve the issues, but tried to put it on someone else because they did not hold up their end. It is a lie and another scam to say that is why they did not provide our photos when promised. I saw and advertisement on ********, and even that was a scam.

  Business Response

  Date: 01/07/2025

  Tell us why here...Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced and would be pleased to discuss this matter further with you.We understand that there may have been some confusion regarding the advertisement you mentioned, and we genuinely want to help clarify any misunderstandings. From your account, we see an initial $25 payment, which is a standard contribution per participant, donated to our charity of the month. Additionally, it appears that during checkout, you chose to upgrade your complimentary 8x10 Gift Print to an 11x14 Wall Art ******
  
  To provide additional clarity on your order itself, please note that an order is processed as a single entity. When utilizing split payments, such as one personal card and two through financing, the order is still dispatched as a single shipment. Any delay in payment can result in a delay of the entire order. I can confirm that the total amount for your order is $4,200, with two third-party accounts of $1,500 each, totaling $3,000, and one payment on a personal card of $1,200. Any additional charges, as mentioned in your correspondence, would be managed through your financing agreement and are subject to the terms you accepted when opting for external financing.The policy, which was reviewed during your Zoom call and subsequently sent to both you and **** for agreement, clearly states that it is your responsibility to adhere to the agreements made with your lender. For specific details regarding your agreement, please communicate directly with your lender.
  
  Once finalized, contracts are binding and cannot be canceled, altered, or refunded.We appreciate you providing us with the information from your third-party financing company and acknowledge that your portion has been settled. However, there were two accounts involved, and the issue arose because the second account was not current. The third-party financing company has the authority to halt production if payments are not made promptly, which is the situation in this case. Please be aware that there can be processing delays when using a third-party financing company.We apologize if you felt that we have not fulfilled our obligations or attempted to assist you. Upon your contact on December 28th, we reached out to your third-party financing company and successfully lifted the hold on your order. Your order is currently in production and has been since December 29th. You were sent an email on December 29th, which was opened and confirmed, updating your address on file.
  
  Regarding your comment about the images not being provided as promised, our policy, which you signed, states that standard orders typically arrive within 6 to 8 weeks once fully paid, while special orders may take 8 to 10 weeks. This timeline can also be affected by Holiday Seasons. Given that your order was placed in November, a peak period, there are expected delays. Your order is on track to be delivered within the 8-10 week timeframe.

  Customer Answer

  Date: 01/07/2025

  I am rejecting this response because:   We were never late with a payment for anything and we proved it. You are still trying to say we did something instead of owning up to your mistake. I verified the address, and I still have not received anything. We have done everything, and paid everything on time, but yet per said signed contract you failed to hold up your end of the agreement. It has now been over a week, and you STILL have yet to fulfill your end of the agreement. How is this going to be remedied? I am beyond disappointed with this whole thing, and regret I ever did it because of the fact you made something that should have been fun and easy into a disaster. I would like this to be made right, and to get her pictures and the book we ordered, which we paid an insane amount of money for, now. Again, this was not on us. Own up to your fumble, and stop trying to put it on someone else. If there was a hold we should have been notified, but we were not. 

  Business Response

  Date: 01/15/2025

  Just to recap the previous reply: We appreciate you providing us with the information from your third-party financing company and acknowledge that your portion has been settled. However, there were two accounts involved, and the issue arose because the second account was not current. The third-party financing company has the authority to halt production if payments are not made promptly, which is the situation in this case. Please be aware that there can be processing delays when using a third-party financing company.We apologize if you felt that we have not fulfilled our obligations or attempted to assist you. Upon your contact on December 28th, we reached out to your third-party financing company and successfully lifted the hold on your order. Your order is currently in production and has been since December 29th. You were sent an email on December 29th, which was opened and confirmed, updating your address on file.
  
  I have your tracking numbers available here:
  ********************************************************************************************************************
  ***********************************************************************************************************************************************************************************************************************
  
  Here is the link to your Slide Show that also has all 16 of your High Resolution Images. 
  
  Thank you for your patience while we worked with UOwn for resolution. 
  
  

  Customer Answer

  Date: 01/17/2025

  I am rejecting this response because:   It is clear that this business does not care that it screwed up, and has not made anything right. It saddens me that this is the way they do business. They can't even apologize correctly without trying to blame someone else. I really hope other people see this before they get scammed as well. You do everything right as a customer, but get blamed by a company for their failing. Honestly at this point I just want my money back and forget the whole thing. Nothing but negativity from this company, and I will make sure all my friends and family knows it. My poor daughter is the one who really got screwed over in this whole mess. She is the one who this company should apologize for for their failing to hold up their end of the agreement. I still don't have the book, the pictures, or anything. I did finally get an email with pictures, but they were watermarked. I will not promote this business in any way after this, so there is no way I am using them. They also looked rushed, and not like the ones they promote. I am just shocked by everything that we were put through only to get half-done pictures. It was supposed to be a fairy tale, and it ended up being a huge nightmare that seems to have no end.

  Customer Answer

  Date: 01/17/2025

  Is this a joke? Please tell me this is a joke...... I am at a loss for words. I am about to make a case at small claims court over this now. First, why just WHY does something think that dragon and the placement looks good? Second, we were lied to saying the sword was going to "glow" like Sting in Lord of the Rings. Clearly that is not the case. Third, WHY ARE THERE WATERMARKS?!?!?! We paid WAY too much to have freaking WATERMARKS anywhere on any of the photos! We have a paper stating we own them! No... just no... Fourth, my poor baby... that does not look like the picture we were shown and chose, or we would not have chosen it. That does not look like her... They could have fixed her other eye. I know how easy it is to fix! There is no way I am going to EMBARRASS her and put that on any wall or give it to anyone. Fifth (wow...), none of them are placed correctly on the boards (when we were told it was just all one thing, not the picture glued onto a board...). They are all off center. I just can't even. I still don't have the book, and honestly I am SCARED to even look at it after all of this... I am sure there is more, but honestly I am so done. So done. I am in tears over all of this. I just want my money back, and pretend like we never did this. I can't use any of this.

  Business Response

  Date: 02/24/2025

  Mia,

  Thank you for sharing your concerns with us.  I deeply regret the experience you had with us, and we are wholeheartedly committed to making things right for you.
  
  
  Could you please send me portraits of the art prints you received?  We will ensure that they are indeed centered. If you have any concerns about the magic and enchantment of your portraits, please let me know, and I will forward your concerns in a correction request to your artist! 
  
  
  You will also receive proofing with your correction so that you can view and approve the changes.
  
  
  Regarding the watermark, the Enchanted Fairies logo is typically included in the lower right corner of each portrait. If you prefer not to include the logo, we are more than happy to honor your request! Instead of the logo, we could include our master artist's signature.  Or as a third option, we do not have to add the logo or signature to the corner at all. Let me know how you'd like to proceed!
  
  
  We have attempted to reach you on several occasions by phone (voicemail messages were left by our EC assistant Manager) and by email. The latest was on Feb 10, 2025. 

  *** *******

  EC Director

  Enchanted Fairies

   

  
  

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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.

  AVOID ENCHANTED FAIRIES AT ALL COSTS - A Horrific Upselling Experience Rating: 1/5 stars (and that's being generous)I'm still fuming after my disastrous experience with Enchanted Fairies, a photography company that promises affordable, magical portraits of your children. What they don't tell you is that the initial $25 per child fee is just a bait-and-switch tactic to get you in the door.The photoshoot itself was pleasant, and the photographer seemed competent. However, the nightmare began when I was presented with the "package options" for purchasing the portraits. For two separate portraits of my daughters, I was quoted an outrageous price of over $1,000. When I declined, they "generously" offered me one free 8x10 portrait and the second one for a whopping $200.When I expressed my dissatisfaction and refusal to participate in what felt like a scam, the sales representative spoke to me in a condescending tone, making me feel belittled and disrespected. To add insult to injury, they didn't even offer to reimburse me for the initial $50 fee.This experience, which should have been a beautiful and joyful one, turned out to be a stressful and humiliating ordeal. I strongly advise parents to avoid Enchanted Fairies and their predatory business practices. There are plenty of other reputable photography companies that will treat you with respect and ***************** your money and your sanity steer clear of Enchanted Fairies.

  Business Response

  Date: 12/14/2024

  We truly appreciate you sharing your concerns with us. We understand that investing in personalized portraits is a significant decision for you and your family, and we want to ensure that everyone involved feels confident and informed. We are currently reviewing the situation to address your concerns.
  
  These portraits are more than just images; they are cherished memories meant to last a lifetime, supported by our Lifetime Warranty. We use only the finest materials to ensure your portraits are created to the highest archival standards. Our fine art papers are acid-free and pH-neutral, and we use archival pigment inks to enhance the visual brilliance of your images. These inks are UV-resistant, offering protection from the sun and preserving your treasured memories for generations to come.
  
  We understand that our prices may be higher due to the quality of the items we provide. To demonstrate our commitment, we offer one complimentary 8x10 Gift Print per year, per family, per household with each session, with no obligation to purchase any additional images. We would also like to emphasize that there is no obligation to make any additional purchases.
  
  Your feedback is taken very seriously, and we will take every step necessary to ensure that our portrait consultants adhere to our high standards.
  
  Please note that we will be reaching out to you personally to continue this conversation and keep the magic going!

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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 a beautiful experience taking my girls to get their pictures taken in princess dresses unknowing how much the price would be for these photos. I had an appointment on zoom to see and be able to purchase some pics. Come to find out, they had packages from $2k $5k 7500k, way out of my budget. The lady on the zoom continued to pressure me into getting something -anything and finally convinced me to FINANCE a couple of photos for $1085 in payments of $300. After the second payment I decided what I had already told her - I cant afford this. So I called and they told me their policy is no cancellations no refunds. Mind you , Im not getting these pics until fully paid and I am unable to pay and the only thing they are willing to do is defer my payment and product until I can pay. They told me that even a supervisor cannot cancel my order and now I am going through a dispute with my bank. How baffling to not help out a single mother of 2 with my own money and for product I dont have. Now they keep my $600 and the photos. Not customer service friendly at all.

  Business Response

  Date: 12/16/2024

  ******,Thank you for reaching out and sharing your concerns with us. We truly understand that our prices might seem higher, and we want you to know that this is because we are committed to using the finest materials and providing exceptional quality, which is also supported by our Lifetime warranty.
  
  We strive to be as transparent as possible about our pricing, and thats why we have detailed our a la carte options on the investment tab of our website for you to review before booking a photo session.I went ahead and thoroughly reviewed your order and your Photo Premiere call with your Portrait Consultant because quality assurance is incredibly important to us, so we do everything we can to ensure we deliver on what is promised to our guests.
  
  During your Zoom call, your Portrait Consultant presented you with multiple options. Approximately 48 minutes into the call, they also confirmed that you receive your 8x10 Gift print either way and no additional purchase was necessary. The policy was also displayed and read to you, clearly stating that once an order is placed, it cannot be canceled, changed, or refunded. You then proceeded to place the order using an In-House Payment Plan.
  
  When you met with one of our Client Relations Representatives over Zoom on December 12th, they took the time to explain the policy, which you signed, agreeing to the terms. They also expressed an understanding of how life can change unexpectedly. I am truly sorry if you felt that we were not focused on customer service. We genuinely strive to support our clients, which is why we offered to defer your payments to give you some breathing room and adjust your payment plan to an amount that is more manageable to you at this time. We sincerely want to assist you, but we also need to follow the policy that was agreed upon.
  
  This is why we explored different options to find a way to help. Your 8x10 Gift Print is shipped before the payment is completed, but our policy of not shipping the full order until the payment plan is fulfilled was communicated during the call.During your Zoom call, you opted not to proceed with the alternative options presented, and the order remained unchanged.
  
  Should you decide to reconsider your payment plan or defer payments, please respond to the email sent by your Client Relations Representative, as we are still willing to honor the previous offer. Please be aware that with an active dispute, we must await its resolution before proceeding with any further adjustments.

  Customer Answer

  Date: 12/16/2024

  I am rejecting this response because:   
  This is not an option. If you review the zoom call I honestly felt pressured into spending the money. I told her multiple times I cant afford any of it and she had me explore financial options which all came back declined. The only option you are giving me right now is BUY the pictures now or later. I cant afford this at all. Per good customer service and I am asking as a single mother of 2 to return the money I already paid and I dont need the pics I cant afford. I will not be accepting the mail once the free picture arrives if that is the problem. Thanks 

  Business Response

  Date: 12/17/2024

  I hope this message finds you well. I understand that you're facing some difficulties with your recent purchase and would like to address your concerns promptly.
  First and foremost, I want to assure you that we take customer satisfaction seriously, and we value your business. I'm sorry to hear that you wish to cancel your order; however, I'd like to clarify a few points regarding our policies and procedures.

  
  Refund Policy: It's important to note that our refund policy is clearly outlined in our terms and conditions, and we adhere to it consistently for all our customers. This policy is in place to maintain fairness and transparency in our business operations. This policy was discussed with you and agreed upon by you. It was stated over your Zoom call that no additional purchases were necessary and you would still receive your Gift Print. On your Client Relations call you were also offered alternatives for your current payment plan. If you would like to revisit those please reach back out to your direct contact. 

   I genuinely apologize for any inconvenience you may have experienced during this process. Our primary goal is to provide you with the best possible service and ensure a positive customer experience. If you have any further questions or require assistance in resolving this matter, please feel free to reach out to our customer support team, and they will do their best to guide you through the necessary steps.

  Once again, I apologize for any frustration this situation may have caused you, and we are committed to assisting you in any way we can within the bounds of our policies and procedures.
  Thank you for choosing us as your service provider, and we hope to have the opportunity to serve you better in the future.
  
  
  

• Initial Complaint

  Date:11/26/2024

  Type:Order 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.

  The shoot went great. The disaster started afterward. This has been by far the most unprofessional company I can remember dealing with. After the photoshoot you are scheduled for a zoom call to review the photos. Once you set that appointment you get reminders that if you cancel it you will forfeit any offers. The morning of our zoom call just an hour before its scheduled time, they canceled without explanation. Now they expect us to wait another 4-6 weeks to be rescheduled with no guarantees that they wont do this again. I would not recommend. Currently working with **** to cancel payment for our photoshoot since this was a waste of everyones time

  Business Response

  Date: 12/11/2024

  Thank you so much for reaching out, and for the opportunity to work with your fairy in the studio. It was an absolute joy to have her there, and she truly shone with our photographer! The images turned out beautifully, and we cant wait to share them with you. Wed love for you to be able to choose your favorite photo to cherish forever.
  
  I understand that there was an emergency with your original portrait consultant on the day of your scheduled premiere on 11/26. We made every effort to accommodate you that day by offering a rescheduled time on the same date. Since that option wasnt suitable, we proposed the next available time, but I understand it didnt work for you either.
  
  We sincerely hope to find a time that works for you soon, as were excited to continue the magical experience with your little one. Please let us know a time that would be most convenient, and well ensure were ready to make it a special moment for both of you.
  

  Customer Answer

  Date: 12/11/2024

  I am rejecting this response because:   Rescheduling 6-8 weeks down the line isnt reasonable accommodations when it was your staffs fault the event was canceled.  At this point we would just like our money back for the photoshoot since nothing will come of it 

  Business Response

  Date: 12/14/2024

  Thank you for your reply. However, due to an unforeseen emergency involving your original portrait consultant, your viewing session scheduled for November 26th at 12 PM Eastern had to be canceled. At that time, we offered you alternative dates of either December 12th or 13th, which would have been approximately 16 days later. We also reached out to let you know that we could still accommodate you at the same 12 PM Eastern time on November 26th, but you declined.
  
  Were happy that your fairy was able to enjoy her magical photo session, and the pictures turned out beautifully, so services were rendered.
  
  However, you chose to upgrade your complimentary gift print image, and we will reach out to you directly regarding the status of that charge.

  Customer Answer

  Date: 12/15/2024

  I am rejecting this response because:   I never upgraded anything. After our initial photo shoot the only communication we received was about you canceling our zoom meeting. You the. Tried to reschedule that meeting for 12pm at 11:45 when had already adjusted my schedule due to your canceling the meeting that morning.   There were no services rendered if Im not receiving any photos. You just took pictures for you to use to promote your business. 

  Business Response

  Date: 02/18/2025

  Thank you for your feedback. As requested, you upgraded your complimentary 8x10 gift print to an 11x14 size. The one-hour in-studio session with your personal photographer was provided. Weve processed a refund of $147 for the upgrade and $25 for the in-studio fee. If you have any further questions or concerns, please don't hesitate to reach out.