ComplaintsforEnchanted Fairies Studio LLC

• 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. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They are here to make a profit. I originally view their ad on ********* They say that you donate $25 to a charity and get a free 8x10. I had other photography sessions charge $25 for a sitting fee, and the person gets a free 8x10. Whats the difference? The photo session was September 15, 2023. The set and props are small, but efficient. The dresses are lovely. The photographers know what pictures to take for the company. They were polite and friendly. Then you start seeing red flags. The photographer only takes the pictures and then schedules the meeting. They are not the marketing or sales team. (Its not ***. My best educated guess is *****, *****.) There were no prices revealed until the mandatory Zoom viewing session to receive the free 8x10. I found this very deceptive. The photo premiere (Zoom meeting) was September 25, 2023. Their storybooks range from $3,000 to $3,500, depending if it is the 10x10 (7 poses) or 12x12. The cheapest portrait is ******** for $200. Their portrait collections range from $3,500 to $7,300. Digital photo is $500/photo, but you can get 16 discounted to $4,800 or 25 discounted to $7,300. This is not affordable for new mothers. They did not pressure me like they could a new mother, because the picture was me (maybe one of their oldest customers). (I did it just for the fun of it.) I could have sworn the representative had promised me a larger portrait or another one beside the free 8x10. There is no documentation of prices or receipts from the Zoom meeting or by email afterwards.I marked the calendar when she said it would arrive. Sure enough, I had to check on the status after 49 days on November 13, 2023. It was like they had dropped the ball on the free 8x10 since there were no additional purchases. When asked if I chose my favorite pose for ********, I responded yes. They then kept me updated on the status until the delivery on November 25, 2023. Federal Express delivered it in a cardboard box in the rain. It is like the picture is glued to a black acrylic board. I chose the unicorn and treasure chest. There are several magical fairy lights and the chest was barely glowing. This is enhanced artistic workmanship that they are charging so much for. I was not impressed. You have no idea what it will look like until you get the finished product. They did pack it well in a sealed plastic covering, and then that in a sealed plastic covering on top of a cardboard and thin foam layer. I just have a hard time convincing myself that ******** is worth $200. It is worth $25. It took about 2 months to get ********.As a mother, who had sons, it was hard narrowing down the selection, and I often over bought. If you are like this, stay clear, so you dont have to tell your daughter no or not get all the cute pictures of your cute magical fairy.

  Business response

  11/28/2023

  Dear ******,

  I hope this letter finds you well. I want to extend our sincere apologies for any inconvenience you experienced with your recent photography session and the delivery of your 8x10 portrait. We greatly appreciate your feedback as it helps us identify areas for improvement and enhance our customer experience.
  First and foremost, I would like to clarify the details of our photography promotion. Our intention with the $25 donation to a charity in exchange for a free 8x10 portrait is to support a good cause and provide our customers with a complimentary keepsake. We understand that there may be similar offers in the industry, and I apologize if our communication did not meet your expectations in terms of transparency. We will take your feedback into consideration and strive to provide clearer pricing information in the future.
  Regarding the Zoom viewing session, we acknowledge that the timing of price disclosure may have caused confusion. Our pricing is available on our website at ********************************************************************************; and is sent out by email prior to the zoom ordering session. We apologize for any inconvenience this may have caused. Your concerns about pricing documentation are duly noted, and we will work on providing more comprehensive records in the future to ensure transparency throughout the process.
  I understand that our pricing options may not have aligned with your expectations. We offer a range of portrait collections to cater to various preferences and budgets. There is never any obligation to make any further purchases and many families enjoy coming back year after year and enjoying the experience!
  I'm also sorry to hear about your disappointment with the quality of the delivered 8x10 portrait. We strive to provide high-quality products that meet our customers' expectations, and it's disheartening to hear that you were not satisfied with the artistic workmanship. Your feedback regarding the lighting and overall appearance will be shared with our team to ensure we maintain our commitment to excellence. Rest assured, the material we use is the same material that fine art museums use. Even ******** is designed to be a family heirloom that will last for future generations to enjoy 
  We understand your frustration with the delivery time, and we apologize for any inconvenience caused by the delay. We appreciate your patience during the process and will work on improving our turnaround times. Our current deliver times are 6 to 10 weeks due to the custom nature of our artwork. 
  Once again, we apologize for any inconvenience you experienced and appreciate your feedback. We are dedicated to continuously improving our services and appreciate the opportunity to address your concerns.
  Thank you for choosing Enchanted Fairies, and we look forward to the opportunity to serve you better in the future.
  Sincerely,
  *******************************

  Director of Customer Service
  
  
  
  
  

  Customer response

  11/28/2023

  I am rejecting this response because: 

  I do see the pricing is available now at ********************************************************************************; Pricingis sent out by email prior to the zoom ordering session. I do not recall seeing pricing before the Zoom Session via email. Regardless, it should be made available before the photo session and at the photo session. The pricing list does not include the packages. $200 per 8x10 was the cheapest opportunity to purchase additional photos. This is not affordable to various budgets. 

  Business response

  11/28/2023

  ******,

  In regards to your statement that our pricing should be made available our website is available publicly to all with pricing clearly posted. And as stated before, we do not require any family to make additional purchases. You are free to enjoy the complimentary 8x10 included with the session. A session where you (or your children) get to dress up with access to our gorgeous dresses, flower crowns, and the magical experience of an Enchanted Fairies session with your very own certified Enchanted Fairies photographer. We are a fine art studio and as such our pricing does reflect that. We would rather apology today for pricing than tomorrow for low quality materials and degrade your precious memories. Our packages are seasonal and are discussed during the zoom appointment. The appointment is up to an hour set aside with our Art ********** to help each family find the sizes and products that fit their families needs. 

  Sincerely,

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

  Director of Customer Service

  ******************** LLC

  Customer response

  11/28/2023

  I have reviewed the business response and accept this resolution. I have done my duty as a citizen and reported it. I am done with further action. I was trying to protect consumers and young parents who may have difficulties in their budget.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to cancel with Uown leasing. And no future contact.

  Business response

  11/20/2023

  Here's the copy of ************************* policy she signed agreeing to no refunds/cancellations on Oct 8 since we have already commissioned the artist to work on her order. She requested a refund on 11/19/2023 and we have scheduled a meeting with her to go over her options. However since she financed through a third party lender she would need to discuss options with them. 

  Business response

  11/20/2023

  Here's the copy of ************************* policy she signed agreeing to no refunds/cancellations on Oct 8 since we have already commissioned the artist to work on her order. She requested a refund on 11/19/2023 and we have scheduled a meeting with her to go over her options. However since she financed through a third party lender she would need to discuss options with them. 

  Customer response

  11/20/2023

  I was basically bullied into paying 2k for their cheapest package. They told me if I didn't pay anything I wouldn't be added to the drawing for 10k or the trip to ************. I have had 2 zoom calls with these people, and nothing was resolved. You sign a contract and they feel like they can do whatever with your account and won't honor your cancel request. Now I have to get a new bank account and dispute this once it goes to collections. I'm a single mom. I told them I can't afford this. Now, my kid won't be able to eat this month and we may lose our house. I want a refund of everything I spent so far, and the contract cancelled. This business needs to be shut down. They use your kid against you and lock you in to a contract that you don't want. There is a whole ************** of people who have been scammed by them. This company needs to be sued.

  Business response

  11/22/2023

  ************** made her purchase on 10/8/2023 through a third party lender UOwn. The guest signed the contract with them and agreed to the terms. I am attaching a copy of the contract she signed agreeing to no cancel/refunds or exchanges with Enchanted Fairies since we commission the artist out. Since it has been 6 weeks her artwork has been completed and we are unable to give her a refund and the payment agreement is with the 3rd party lender and not with Enchanted Fairies. 

  Business response

  11/22/2023

  Subject: Regarding Your Order Cancellation Request
  Dear *****,
  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. 
  Third-Party Lender:I understand that you used a third-party lender for your purchase. In cases where customers use financing or lending services outside of our company, we do not have the authority to cancel contracts on your behalf. You will need to communicate directly with the third-party lender to discuss any potential cancellation or changes to your agreement.
  Unauthorized Charges:You mentioned concerns about unauthorized charges being deducted from your account. I want to assure you that we operate in full compliance with the law and do not engage in fraudulent activities. If you believe there have been unauthorized charges, I recommend reaching out to your financial institution or bank immediately to investigate and rectify the situation.
  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.
  Best regards,

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

  Director of EC

  Enchanted Fairies LLC

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Payed 215 dollars promise on website not delivered on price is astronomical says u get an hr o ** had 45 mins say mutiple options for costume on** had one place is scamming people out of money and from what ive seen its never corrected 500 dollar for one digital photo is thievery they need to be held accountable and i can guaranteethat im not the o ** person it happened to its false** advertised as one thing they dont tell you up front they serious** need to be watched its pure extortion

  Business response

  11/18/2023

  Dear ******,

  I am unable to find any information under the email and phone number provided. I would be happy to help you if you can contact us at ********************************************************.

  I am sorry if there was any confusion. The experience is all-inclusive. You pay a modest $25 session fee per participant. What you get with all this:
  
  Your kids get to dress up with access to our gorgeous dresses, flower crowns, and the magical experience of an Enchanted Fairies session with your very own certified Enchanted Fairies photographer. (We do ask that you have hair & and makeup done prior to arrival.) They will get pixie dust--and I can't speak higher of our photographers. 
  
  The best part: you get an 8X10 absolutely for free (1 per family, per household, per 365 days), and you choose the exact pose when you schedule your Zoom portrait review.

  Please contact us so we can rectify this situation. If you did not receive a magical experience, we want to make it right!

  Sincerely,

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

  EC Director

  Enchanted Fairies

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was so excited to take my daughter to a photo session at Enchanted Fairies. Everything was nice and fine but I do regret ever ordering pictures from here. I used **** leasing to finance these portraits and never received her portraits. This was 8 months ago. I did however receive her storybook. I dont even want the portraits anymore. *** tried contacting someone numerous times to see whats going on and never get a response from anyone. No emails or phone calls. To make matters worse, the finance company has destroyed my credit and is reporting false information to the bureaus. Im not paying a dime for portraits *** never received. The prices are ridiculous and if I could go back in time, Id take my daughter elsewhere to a more honest company. I wish I had done my research before signing up for a photo shoot at enchanted fairies. They surely dont tell you the prices upfront prior to the zoom meeting and I see why. Its because the pricing is absolutely ridiculous. I dont even care about the photos anymore. I also was supposed to receive and 8x10 photo as well because of the session. I never got that either. Im just over this company as well as the leasing company. Businesses like these should not be in business because they arent honest or fair. They also dont know how to treat their customers. Im happy I didnt pay a dime to uown leasing because I wouldve been at a complete lost. $3000 and still no pictures. The storybook isnt worth $3000. Its not even worth $300. Never again. If youre reading this, beware people.

  Business response

  11/18/2023

  Dear *******,
  I hope this message finds you well. I would like to begin by expressing my sincerest apologies for the disappointing experience you have had with Enchanted Fairies and UOWN leasing. Your feedback is important to us, and we understand your frustration.
  First and foremost, I want to address your concerns:
  Missing Portraits: We apologize for any confusion. We are pleased to hear that you received all of the items you ordered on June 3, including the storybook and 8 digitals. It looks like you opted to receive a credit on your receipt (where it says gift print credit) for -$200 to lower the price instead of receiving your complimentary 8x10 included with the session. We are committed to ensuring that you are satisfied with your purchase.
  Pricing Transparency: We appreciate your feedback regarding pricing transparency. We would like to clarify that the pricing information was indeed sent to you in an email before your ordering zoom session. Our goal is to be transparent about our pricing to provide a clear understanding of the costs involved.
  We understand that customer satisfaction is of utmost importance, and we want to ensure that you are pleased with your overall experience.
  Credit Report: Since UOwn is a third party lender all the contracts were sent to you and we have no access or knowledge of the details. You would need to reach out to them to rectify this directly with them. 
  We value your feedback and will use it to continually improve our services.
  If you have any additional concerns or questions, please do not hesitate to reach out to us directly at ******************************************************** .
  Thank you for bringing this matter to our attention. I have also included an image of your receipt. 
  Sincerely,

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

  EC Director

  Enchanted Fairies LLC

  Business response

  11/18/2023

  Here's a copy of ******************** receipt showing she ordered a storybook and 8- HD digitals. 

  Customer response

  12/06/2023

  I just received the response sent to me and I stopped reading it after a representative said that I received the port tires on June 3rd. This information is not correct. I did NOT receive ANY portraits! 

  Customer response

  12/06/2023

  The ** director ******** also mentioned that she provided a copy of the receipt. Well there isnt any receipt to review. Also, ** was supposed to provide actual portraits, not just digital copies. I didnt get any digital copies or any portraits, only a storybook. Now someone please tell me if a storybook and 8 digital copies of pictures are worth $3,000??? Absolutely NOT! 

  Customer response

  12/06/2023

  I see the receipt ******** provided now but everything else I mentioned still stands! 

  Business response

  12/08/2023

  Dear *******,

  Thank you for reaching out with your concerns. I am sorry for any confusion on our part. I am sending an attachment with your receipt. As agreed upon during your zoom meeting and as shown in your receipt you purchase a 10x10 storybook and the full digital HD print rights of the 8 images in your storybook. In a gesture of goodwill we have also sent you 8x10"s in archival material of each of those 8 images. These are beautiful works of art with all the artist and magic added. They were shipped by Fed Ex and an email was sent to you with the tracking number. You should receive an update in a few days in your email when those have been delivered. 

  I hope that you will see that we are doing our best to work with you. All items you purchased, your storybook, your HD digitals and your 8x10"s are all covered by our lifetime warranty against accidental damage. They are made of the same material used in museums so they will be treasured heirlooms your family will be able to pass down for many generations. 

  If I can be of any further assistance, please do not hesitate to reach out to me at ********************************************************.

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

  Director of Customer Service

  ******************** LLC

  Customer response

  12/15/2023

  I dont live at the address Enchanted Fairies recently mailed photos to. I moved from that place about a month ago. I dont know who currently lives there and theyd have no way to provide me with what is being mailed or delivered to my old address. 

  Customer response

  12/15/2023

  I am rejecting this response because: 

  - I dont live at the address Enchanted Fairies recently mailed 8x10 archival to. I moved from the address they have on file about a month ago. However, no one from the ** team asked whether my address is still current or not. I no longer live at ***************************************************************. My current address is ********************************************************************* 
  

  - I didnt receive an email from ***** with tracking information regarding archival that were shipped.

  - I have no idea who lives in the house I just moved from. If they receive the items, they wouldnt know how to get them to me. This is all just the big mess and Im so over dealing with all of this. I truly am. 
  

  - I understand ** is really trying to work with me and I appreciate that but it wouldve been nice had they updated my contact information prior to mailing items to an address that I no longer reside at. I am tired of all of this back and forth. Its been ongoing since the summer and Im way over it. 
  

  - I dont know what email address ** has on file but my current email address is ********************** I check it often and I dont see any tracking information from *****.

  - I only denied the response to reply and respond to BBB & ** to inform you all of my current and updated address and email. I do want to work this out with ** and UOWN to get all of this over with. 

  Kind regards, 

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

  Business response

  12/18/2023

  Thank you for the update. We have sent a pick up request from ***** and the order is being retrieved. In the meantime, we are sending a new order to your newly provided address.  Thank you so much for your patience and understanding.

  Sincerely,

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

  Director of Customer Service

  ******************** LLC

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went with my daughter in law to to get pictures made of my granddaughter at this place enchanted fairies on 4-2-2023! After about a week we had a zoom meeting on 4-8-2023 where we saw proofs on our tv! The picture prices were phenomenal but we bought a package and paid in full! My amount was $421.20 by discover! My daughter in law bought same package at same price but did a payment plan! We each chose different pictures! They said proofs would be ready in 4-6 Wks! Never saw them! I have had to call, beg, complain, be angry! I get proofs I have to edit then get ghosted for months and this repeats over and over! I get apologies and it will get fixed! My daughter in law still do not have our pictures as of yet! And my granddaughter had just turned 3 when we did this only now soon turning 4! She has changed dramatically! The last time they called the lady said she was setting up a zoom call with her HR **** turning themselves in for their lack of incompetence to look out for the email to set that up..never came! Im over this! I want compensation or refund! This place is ridiculous and the service too, and the artist are no artist I even know its computer editing!

  Business response

  11/18/2023

  Dear ********,
  I hope this message finds you well. First and foremost, I want to sincerely apologize for the negative experience you and your daughter-in-law have had with our services at Enchanted Fairies. I understand the frustration and disappointment you've been facing, and I want to assure you that we take your feedback seriously.
  It is unacceptable that you have had to endure such a lengthy and frustrating process, especially when capturing precious moments with your granddaughter is so important. We are truly sorry for the delay, miscommunications, and lack of responsiveness that you have encountered.
  I want to address your concerns and provide a plan for resolution:
  Picture Delivery: We acknowledge that you have not received the proofs and pictures you paid for. We will expedite the process and ensure you receive the proofs as soon as possible. We are committed to delivering a product that meets your expectations.
  Communication: We understand that our communication with you has been lacking, and we apologize for this. Moving forward, we will improve our communication channels to keep you updated on the progress of your order. You will not need to beg or complain to get a response from us.
  Quality Assurance: We are committed to delivering high-quality edited photos. While some editing may be done using software, our artists work diligently to ensure that the final product is visually stunning and captures the essence of the moment.
  Compensation: We understand your frustration and disappointment with our service. To make amends for your negative experience, we are prepared to upgrade one of your images to double the size an 11x14" and I will have the slideshow (an MP4 slideshow with all the images as shown in your presentation with no editing) and will have this emailed to both of you within 48 hours as a gesture of goodwill.
  We are taking immediate steps to address the issues you have raised, including implementing better internal processes to ensure this does not happen again in the future. We truly value your feedback and will use it to improve our services.
  Once again, we apologize for the inconvenience you have experienced, and we are committed to resolving this matter promptly. Please provide us with your contact information so that we can expedite the resolution process and arrange for the delivery of your proofs and pictures.
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to make this right for you. If you have any further concerns or questions, please do not hesitate to reach out to us directly at ************ or ********************************************************.
  Sincerely,

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

  EC Director

  Enchanted Fairies LLC

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