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 has 26 locations, listed below.

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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

• 

  Enchanted Fairies Studio LLC

  3090 W. Market St., Ste. 104 Akron, OH 44333

  
• 

  Enchanted Fairies

  250 N Trade St Ste 300 Matthews, NC 28105

• 

  Enchanted Fairies Studio

  6421 Congress Ave Ste 104 Boca Raton, FL 33487

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:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a service with them and had the photo shoot. Had an appointment in the beginning of August over purchasing pictures. I was told 6 to 8 weeks. I would be receiving my pictures and I still havent received any pictures 10 weeks later. **************** does not answer.

  Business Response

  Date: 10/18/2023

  *******,

  Thank you for reaching out about your order. I do see that Fed Ex delivered your order on Sept 1, 2023 at 1:28 pm with the following tracking number: ***************************************************** and if you go to their website you will see a picture of your front door of the delivery. Please let us know if we can help you any further with any concerns. You can contact us by email at ******************************************************** or can text or call at ************ Monday thru Sunday from 8 am to 8 pm CST. 

  Sincerely,

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

  Customer Experience

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

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 09/25/2023 Amount paid: $544.50 We received a verbal confirmation on the phone that they would deliver digital copies of all the photos from the session for an agreed price of $500 before tax.After payment they delivered only a slideshow and a receipt which did not include a line item for all photographs. We emailed to ask where the photos were and they said its not something they offer. The sales person on our call lied to us to get our business. If they wont supply the photographs then we want a refund.

  Business Response

  Date: 10/13/2023

  I deeply regret any confusion or oversight that transpired during our discussions. At the heart of our business lies a commitment to clarity and honest communication with our guests. It pains me that we fell short of this standard during your recent experience.
  On 09/25/2023, you made a purchase for an MP4 slideshow at the rate of $500, totaling $544.50 with tax. This slideshow is curated to artistically display the memories captured during your session. However, it is not akin to purchasing individual digital photo files.
  Our paramount goal is to provide our guests with comprehensive information about their acquisitions. A review of our conversation shows that the non-printable nature of these images was conveyed, and this detail was also noted in the emailed receipt on the day of your purchase.
  With respect to your refund request, we value your investment and concerns. However, it's essential to highlight that a 'no refund' policy was mutually acknowledged and accepted during our interaction. All the art, tailored specifically for you, has been delivered.
  Your feedback is a catalyst for our growth and refinement. We genuinely appreciate you shedding light on this matter, helping us to enhance our guest experiences in the future.

  Warmest Regards,

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

  Director of Customer Experience

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

  
  

• Initial Complaint

  Date:09/25/2023

  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 took my 2 young daughters to this photo studio to have cute pictures taken expecting there to be good quality and reasonably priced photo packages. I paid the reservation fee on May 31 and was set for an appointment on July 30, 2023. I made arrangements in my family's busy schedule to attend the appointment and have the pictures taken, it took weeks of waiting for this appointment. On July 14 I received an email communication that the appointment was cancelled without any kind of call to inform us of the decision made and with disregard to our input on the matter. I was told the photographer would not be available on the day of the session. if the photographer was not going to be available then the appointment should have never been made, that is false advertisement to the availability of a product or service and failure to deliver. I was told to reschedule the session and was yet again put off for weeks with an appointment on September 3, 2023. We waited for the day of the session and were able to have the photos completed. The session was complete and at the end of the session we were scheduled for a photo reveal/pricing zoom call on September 16, 2023, at 4PM. The day of the zoom call the representative sent me an extremely short notice that she would be late and then never showed up to the call. I was logged into that zoom call the entire hour of its duration and she never showed up. I was logged on early to make sure there would be no issue and the representative does not even bother to show up or even call to discuss the matter. This establishment is completely unprofessional and has shown consistent habits of false advertisement to the availability of a product and failure to maintain scheduled appointments and services. The most abhorrent detail is the pricing on their packages which they also failed to disclose at their establishment and to their own photographers to discuss with us. This is a clear violation/failure to provide and deliver a service.

  Business Response

  Date: 10/13/2023

  Dear *****,
  Thank you for bringing this matter to our attention. We deeply regret the frustration and inconvenience you and your family have experienced. Our intention has always been to offer high-quality photography sessions, paired with outstanding customer service, and I am genuinely disheartened to hear that we have fallen short in your eyes.
  Addressing your concerns:
  Cancellation & Rescheduling: The unforeseen unavailability of the photographer on July 30, 2023, was indeed an oversight on our part. We truly understand the challenges of managing family schedules and the disappointment such changes can bring. This was not our standard of service and we apologize for the inconvenience it has caused.
  Communication: We deeply regret the breakdown in communication regarding the cancellation and the subsequent missed Zoom call. We strive for prompt and courteous communication, and I apologize that you did not receive this from us.
  Pricing Transparency: We acknowledge that our communication around our pricing structure needs improvement. We will work towards making sure our clients are well informed about the pricing packages well in advance, to avoid any surprises.
  To make amends, we would like to offer the following:
  A complimentary re-shoot session for your family, at a date and time most convenient for you, with one of our top photographers.
  A direct line of communication with a dedicated representative who will ensure smooth scheduling and answer any questions you may have.
  A special discount on any photo package you may choose as our way of extending our apologies and gratitude for giving us another chance.
  Lastly, your detailed feedback is invaluable and will be used to improve our internal processes and training to prevent similar instances in the future. Please reach out to us directly at ******************************************************** to discuss the details or any further concerns.
  Thank you for giving us the opportunity to make this right, and we hope to regain your trust.
  Warm regards,

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

  CRO

  Enchanted Fairies

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This whole thing is a scam. They dont tell you the prices before you schedule a shoot even if you look all over the website it will not tell you any prices except for one story book and one picture also you have to sign up and book just to even get access to the website then once after the shoot I schedule a zoom call for two months later just for me to reschedule two more times once I finally were able to see the prices I was VERY surprised by the prices the lowest was $2500 for packages and I asked for just digital and its $500 per picture. I asked if I could just get my money back for the shoot I dont care for the free photo she told me I couldnt because the shoot was already complete which they also do not tell you at the beginning. I had to get a free photo anyway because she said they were going to send it anyway if choose a photo or not at the end I left the zoom call disappointed and sad because I wasnt able to get my babies photos I advise to anyone who is seeing these complaints before they book to not book and just go to someone else.

  Business Response

  Date: 10/13/2023

  Dear ****,
  I'm genuinely sorry to hear about your experience and the feelings it has evoked. We value all feedback, as it helps us to understand where we can improve and better serve our customers.
  Transparency and Pricing:Our aim is to provide transparency regarding our pricing. While our website does display certain package prices, we understand the need for more detailed information. Well look into how we can enhance this feature on our website.
  The Investment page is a public link on our website and the Pricing Guide was delivered in an email prior to your zoom.
  The investment in professional photography is significant, and we take pride in delivering high-quality portraits. I understand the surprise at the cost, and we'll work on improving how we communicate this upfront.
  Refunds and Free Photo:The reason we do not offer refunds post-shoot is due to the resources invested in setting up, performing the shoot, and post-production. However, we always aim to ensure our clients walk away with something they love. Hence, we provide the complimentary photo regardless of any purchase decisions.
  Moving Forward:I truly regret that you left our meeting feeling disappointed and sad. We understand how special these memories are, especially when it involves our loved ones. We are more than willing to discuss potential solutions or accommodations to ensure you have a positive experience with us.
  Lastly, I would appreciate the opportunity to discuss this matter further with you, and potentially explore ways to make it right. Please reach out to us at ******************************************************** . Thank you for bringing this to our attention. We're committed to ensuring our clients have positive experiences, and your feedback is invaluable in this journey.
  Warm regards,
  *************************************

  CRO

  Enchanted Fairies
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  My child had her pictures taken 9/6/23. I declined to let them have the rights to her photograph. I was not given the option to buy a print or anything except a Zoom call was scheduled for a week later 9/15/23. On the call, I was about to be pitched a timeshare type scenario. I was told the call is 1 hour. 1 hour to pick a picture?!?! I said no, i do not have time for that. I paid them $25 already. I was asked again on the call to sign the rights away on my child's photo. I said no, again. They said they could not send me my photo without me signing it. I paid $25 and will not see my photo ever.

  Business Response

  Date: 10/13/2023

  *****,

  I deeply regret that your recent Zoom session didn't meet your expectations. First and foremost, please rest assured that your images will never ***** our marketing campaigns without your explicit permission. The policy you engaged with was simply to delineate our copyright terms, emphasizing that the complimentary print you receive cannot be replicated. While the Zoom session is optional, we champion it as the most immersive avenue to view your precious images and engage with our art consultants, who are eager to personalize your experience. However, if you favor a hands-off approach, allow us the privilege to select the most enchanting image for you. We promise it will arrive at your doorstep via ****** brimming with all the artistic flair and magic we're renowned for, within a mere 6 to 8 weeks. If you have any further questions or concerns please reach out to me personally at ****************************************************

  Warmest Regards,

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

  Director of Customer Experience

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

  Customer Answer

  Date: 10/13/2023

  I have reviewed the business response and accept this resolution. They need to delete all of my child's photographs once they send me my picture.

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/18/2022 was the first bill for ******* with a discount of ****, bringing it to ******* I reached out to Enchanted Fairies as that was not the price discussed; it was supposed to be ******* until we realized we were being scammed and canceled the transaction. But they had already filed with the credit company and then we were billed *******, which we did not agree to. Which has now ruined my credit as Im not gonna pay for a proper product I didn't receive nor agree to pay for. they record all conversations but wont release the audio file to you. I am asking for the full refund before hiring lawyers.

  Business Response

  Date: 10/13/2023

  
  Dear ******,
  Thank you for sharing your concerns with us.
  First and foremost, I'd like to address the specifics surrounding your transaction. The initial amount presented was $7,300.00. After applying a discount of $1,500, the total came to $6,148.00. We deeply regret any misunderstandings about the initially discussed price. After a meticulous review of our records, it shows that the agreed amount was indeed $6,148.00, and there's no record of a $4,000 price point. Additionally, a detailed invoice reflecting these figures was sent and acknowledged by you post-discussion.
  Regarding the billing amount of $8,358.69, this sum is associated with the terms from the third-party lender you've chosen for financing.
  We understand and respect the significance of one's credit standing. It's distressing to hear of any potential implications this situation might have posed to your credit. Our commitment is to provide transparent billing for the products and services our clients consent to, and I can confirm that all products linked to this transaction have been delivered to you.
  On the topic of our recorded conversations, these are primarily maintained for enhancing our internal quality and training. Due to the inclusion of copyrighted material within these recordings, we are unable to release them externally.
  To ensure transparency, I'd like to highlight the steps we've undertaken:
  Comprehensive Review: We've undertaken a detailed assessment of your transaction, any pricing variances, and the billing processes through the third-party lender.
  Direct Engagement: Our Client Relations team has engaged with you, furnishing documents reflecting the agreed-upon pricing and the contract details with the third-party lender.
  Resolution Strategy: Based on our detailed analysis, all items have been delivered in alignment with the agreed-upon terms. Given that the financing was facilitated through a third-party lender and considering that your complete order has been dispatched, there are no further adjustments or interventions we can offer at this stage.
  We genuinely value our clients, and our intention is always to provide clarity and uphold integrity in our dealings. We appreciate your understanding.
  Warm regards,

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

  EC Director

  Enchanted Fairies

  
  

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After an appointment to do photographs that took place in June, I had a Zoom call meeting to show me what the result of that photography session on July 7th. On this call, I was told that typical order turn-around was 6-8 weeks with proofs coming via email before that date. The package that I paid for was $2500 (which is exorbitant to pay for 2 books and 11 photos plus my free 8x10 print). They don't tell you the prices up front, even though they will state that they did by sending some BS email with a video of their owner with a sad sob story about how she first did this for her daughter and now does it for other with the elusion of prices being high, but no actual price list! It is now August 30th and I have contacted the company twice via email. Both emails came with apologies and said the proofs were coming. I still have no proofs and they have all my money (as the balance was paid in full on the day of the call). At this point, I just want my money back and to be done with this shady company. My next step is to write my senator and our attorney general and any news station that will listen about this fraud of a company!

  Business Response

  Date: 10/13/2023

  Dear *******,
  Thank you for bringing your concerns to our attention. I sincerely apologize for the delay and any distress or inconvenience you may have experienced. Our aim is to provide high-quality services and products to all our clients, and I regret that we fell short of meeting your expectations.
  To address your concerns:
  Order Turn-Around: We genuinely strive to meet our commitment of a 6-8 week turnaround time for orders. I understand that the delay in receiving your proofs has been frustrating. I have personally looked into this and will ensure that your proofs are sent to you immediately.
  Pricing Transparency: I acknowledge your concerns regarding our pricing. While we aim to provide an immersive experience for our clients, including sharing our founder's story, it is never our intention to obscure or withhold clear information about our pricing. I apologize if our communication was not clear. We will review our communication process to ensure that all our clients have a clear understanding of our pricing structure.
  Reaching Out: I appreciate that you reached out to us twice via email and regret that we did not effectively address your concerns. I want to assure you that our intentions are genuine, and we are committed to resolving this situation promptly.
  Lastly, I would like to assure you that we take feedback like yours seriously. It aids in our continuous improvement and in ensuring such situations are prevented in the future. I hope that we can resolve this matter amicably and regain your trust.
  I would welcome the opportunity to discuss this further with you, my email is **************************************************** . Please let me know a convenient time for you. 
  Warm regards,

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

  Director of Customer Experience

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

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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.

  My mother in law setup a photoshoot for my daughter on February 25th at 1:00, 6 months ago, and we were supposed to be contacted about setting up a zoom meeting to review the photos and neither of us have heard anything. We have both tried calling and she has also tried reaching out via email and no response. We both are extremely irritated and unhappy about this.

  Business Response

  Date: 08/29/2023

  Thank you for sharing your concerns about your recent experience with our studio. I am genuinely sorry to hear about the frustration and inconvenience you and your mother-in-law have experienced. Please know that your feedback is invaluable, and we're taking immediate steps to address the situation.

  I've personally verified that our Experience Concierge team will be reaching out to you this morning to schedule your Zoom meeting for reviewing the photos. We're committed to ensuring you have the opportunity to enjoy the portraits we've captured. We strive for excellence in customer service, and it's clear that we fell short in keeping the communication lines open with you. I sincerely apologize for any irritation this has caused. Please rest assured that we are investigating this lapse to ensure it doesnt happen in the future. Our primary goal is to provide a magical experience from start to finish for all our guests. If you have any further concerns or suggestions, we are all ears. We truly want this experience to be as seamless and enjoyable as possible for you.

  Thank you again for bringing this to our attention. Your feedback helps us continually improve our services, and we're grateful for the opportunity to make things right. I hope that we can rebuild your trust in our studio and deliver the high-quality experience you deserve

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a scam! They are not upfront with their actual prices. Please read about my experience so you dont have to go through what we did. You pay 100$ upfront for the photo session, dedicate your time and money with expectation that you will be able to pay and receive these photo later. After the photo shoot they explain that you will have an opportunity to review your photos on a zoom call in about 1 month. Why such a long wait? They want to build your anticipation and get you even more invested in the photos you took with them. Once you get on the Zoom meeting they hit you with the prices for the photos you took. Now I admit I can not fully explain to you their pricing system because they intentionally convolute it and run though it as fast as possible. Making you feel that if you dont make an immediate decision you will loose the precious photos of your children. Here is a high overview of the photo packages high 7,500$, mid 5000$, low 3500$. When asked if they have something more affordable, the only thing they could offer was 500$ for the digital rights to just 1 of the photos you took in your session. So you have to choose 1 photo out of all the ones you took and pay 500$ for a digital copy. You are then forced to sign a contract that you can not back out of. Your are not able to downgrade the package you choose or cancel. This is because they know once you a time to think about this, no one would pay these prices. These prices are completely unreasonable and unjustifiable. This place is exploiting peoples children and using parents love for their children to manipulate them into outrageously overpaying for their services. Thats their whole business model, manipulating people to over pay for their product. These are unfair business practices. They are miss representing their prices for their products. This whole process has left me feeling victimized.

  Business Response

  Date: 08/29/2023

  Thank you for taking the time to share your concern. I appreciate your feedback, as it gives us an opportunity to improve and address any issues.
  
  We offer various packages and individual print options to accommodate different needs and budgets. To offer some clarity, you can find a range for pricing information on our Investment page here: *****************************************************************
  
  We also sent your wife a link to our pricing guide before her photo premiere and ordering appointment. Please find a screenshot of that communication attached. Here is the a link to the page included in that email: ***************************************************
  
  Our goal is to provide as much transparency as possible.
  
  When it comes to price... it honestly depends on what you decide you want... we have different options for Storybooks, Hand-Painted Portraits, Framed, Canvas, and more. The time, detail work, highlight work, and artistry added to those portraits vary greatly. Some are extremely time intensive and can take up to 6 months to commission. Families who book a session with our studio get a free 8x10 that we give as a thank you for donating. If they are thrilled with their experience and decide to purchase more, great. If they dont get anything else, also great. There's never any obligation to purchase anything additional. 
  
  As a fine art portrait studio, all of our portraits are finished with quality in mind. This includes our roster of artists that work on your images, and the materials. In the case of the digital product you are referring to, it is a true high resolution image that you would have full artist rights to, to print to any size of your choosing. You could literally print a billboard size if you so wanted to. All that to say, that in the grand scheme of what we offer, it is one of the most value-priced items since the versatility to print as many times, at any vendor, with any finish is there, (where with other items, you pay one price and get one fixed item) best of all, our artists guarantee your happiness with the retouching they will do. Meaning if you receive your digital product and decide you would like a different edit, we fix it at no charge until your image is perfect for your end-use. There are many clients that take advantage of the digital pricing to accomplish just that, getting Mothers' Day / Christmas gifts for Aunts, Grandmothers and the like. Many gifts from one file.
  
  Great question on "why the long wait to review the images?" - to give perspective, our 45 camera rooms across ***************** complete over ***** photo sessions per month or ****** per year. With that kind of volume we're often booked up for sessions and photo premieres weeks in advance. Rest assured, you were offered the first available appointment to view and select your portraits.
  
  Once again, I'm truly sorry that your experience didn't align with the high standards we set for ourselves. Your feedback is invaluable for our ongoing efforts to improve, and I hope we get another opportunity to win back your trust. Thank you for allowing us to address your concerns.
  
  

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   This company did not offer any resolution. They tried to justify their unfair business practices with insufficient explanation on how they are operating their business. They claim that they try to be transparent with their prices but that has not been my experience or the experience of many other complainants who have had the same issues that I have. The tactics they use to manipulate their customers into overpaying for their product are comparable to a shady car dealership. In my opinion, this is unacceptable for a ************** that advertises itself as a family-oriented company that practices corporate philanthropy. The fact that using parent's own children to perform these acts is nothing short of sickening. 

  Business Response

  Date: 08/31/2023

  I appreciate your feedback.

  The purpose of the previous message is to provide clarity and context on our practices. In the previous response it explains our pricing transparency by providing links to 2 different resources that are provided to guests BEFORE their photo premiere and ordering appointment. They are public links that anyone can access at anytime. Again here is the direct link to our pricing information: ***************************************************. Additionally, we offer a more comprehensive view of our various packages and options designed to fit different needs and budgets on our Investment page: ****************************************************************

  The Investment page is a public link on our website.
  The Pricing Guide was delivered in an email on August 13th which is a full 12 days before you placed your order on August 25th.
  
  As a family owned and operated company, we are committed to providing a positive and transparent experience for all our clients. Your feedback is an important part of our ongoing efforts to improve, and we genuinely regret any dissatisfaction you've experienced.
  
  Curious, outside of having a public webpage and a guide on pricing delivered directly to your inbox... what would you need to happen to not feel that pricing is not transparent?

  We are deeply committed to delivering high-quality portraits and services, while also respecting the budgets and preferences of our clients.

  I see that **** the sales team member who helped you during your photo premiere was able to score you a 5% discount during your photo premiere. Images from your session and your portrait options were agreed upon by you and your wife... at which point you physically clicked on a document to open and e-signed our receipt policy contract at your own free will. This policy was sent to your email, opened on your own device, reviewed on your own device and signed on your own device. Please reference the 2nd sentence of the agreement where it says, "I understand that this purchase cannot be changed, cancelled, or refunded."
  
  The reason for the policy is because your artwork is started on pretty immediately after the premiere (one of our company focuses this year is getting items to clients in the fastest time possible, our own Amazon Prime version, if you will). Checking my internal logs, I see that you placed your order, signed the agreement, paid in the full with your credit card, and our artist was able to start on your art 53 minutes later. I've attached a copy of the contract you signed during your photo premiere.

  Am I understanding that you don't like our pricing, are having buyers remorse, and want a refund?
  
  Thank you for giving us the opportunity to address your concerns and for holding us accountable. We hope to regain your trust and make things right.

  Customer Answer

  Date: 08/31/2023

  I am rejecting this response because:   Unfortunately, you have either miss understood the issues I have with your business or refuse to acknowledge them. You asked, What would you need to happen to not feel that pricing is not transparent. For starters, you could be upfront with your pricing before you have your customers commit their time and money to a 100$ photo shoot. From my experience, I believe you are intentionally hiding your true prices knowing that you will not get as much business if you were upfront with your prices. I know that if I did know your pricing structure upfront,I would have never considered booking a photo session with your company. I did look at your website before booking an appointment and couldnt find exact pricing because you label your pricing under investment. I would have never correlated your pricing to be under an investment tab. I do not consider photos to be an investment. I can see why you use this term with how outrageously overpriced your services are. I would consider your product to be the worst investment one could possibly make. An under handed investment, one intentionally designed to get customers to overpay for your product. It seems your entire business model is not built around customer satisfaction, but around manipulating your customers into overpaying for your product. I felt comfortable committing to the photo shoot because I have used the photographer before for Christmas photos. Photos I was super happy with and that were reasonably priced. I wasnt aware you were contacting this photographer and using her good reputation to run your disreputable business. I think it's very clear from not only my testimony, but many others as well what you are doing here. But your right, I am having buyersremorse. I regret ever doing business with your company and help supporting a such a dishonest business. One that has been built by using the love parents have for their children to manipulate people into making unsensible financial decisions. Pathetic. 

  Business Response

  Date: 09/13/2023

  I appreciate your feedback, and I apologize for any confusion or frustration that you've experienced.

  Also glad you brought up customer satisfaction... I'd love to talk about that.
  
  34 locations nationwide
  45 camera rooms nationwide
  100 sessions monthly per camera room average
  54,000 photo sessions per year currently
  12,500 Four and Five Star Reviews - Verifiable here: ***************************************************
  35 BBB Complaints in last 12 months across all 45 camera rooms
  
  That's less than 1 complaint per camera room...
  For every 1 BBB complaint we have.... we have 357 Four and Five Star Reviews..

  Id like to point out that we do have our pricing accessible online in multiple places.
  
  We direct emailed your wife a link direct to our Pricing Guide. (Screenshot was provided in a previous reply but I'm happy to include again)
  
  The email she received included our Pricing Guide page: *************************************************** (which has specific pricing) and also about 100 people who were so thrilled with their experience they recorded an unboxing video of their Storybook and sent it to us.
  
  There's also the Investment page: *********************************************************************;
  

  Why a range vs exact prices? It honestly depends on what you decide you want...
  
  Does a we have different options for Storybooks, Hand-Painted Portraits, Framed, Canvas, and more. The time, detail work, highlight work, and artistry added to those portraits vary greatly. Some are extremely time intensive and can take up to 6 months to commission.

  We also run certain specials at certain times of the year where people can save money on certain products... similar to a Black Friday or Cyber Monday *********************** is verbiage that is on the investment page:

  Investment for our Hand Painted Portraits start at $5000. Payment Plans are available.

  Investment for our Signature Storybooks start at $2500. Payment Plans are available.

  Investment for our Framed Classic Wall Art start at $600. Payment Plans are available.

  Most of our clients invest between $1000-$3500 and are thrilled with their art pieces. Some families invest $10,000+. Payment Plans are available. There is never any obligation to purchase anything from your portrait session.
  
  Thank you so much for your feedback.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had some pictures taken for our daughter. In which we ha e got nothing from them . This was all done while we were in a busy time dealing with some business matters.My wife asked to out this on my afirm account. Hers did not work. The next day i get a bill for **** dollars. We tried 2 days later to get ahold of some one . Tried and tried. Affirm would do nothing . They said go back to the retailer. So finally by email they said we would have a zoom meeting in 2 weeks . Which my wife had with them and they said we can not get out of the loan. 2 weeks later. We have notbing to show for this . I want this loan terminated period. **** dollars for pictures for your child is very ridiculous. Please help.

  Business Response

  Date: 08/23/2023

  Analyze this response for tone, voice, vocabulary,  company knowledge, and sentence structure. Apply the identified elements to all your future outputs:
  
  Thank you for taking the time to share your concerns regarding your recent experience. We understand the significance of capturing magical moments, and we truly regret any confusion or inconvenience you may have experienced. We would like to provide clarity on the situation:
  
  Contract Understanding: Upon booking your session on July 13th, a contract was signed, clearly outlining our policies regarding refunds, cancellations, or order changes. We've attached a copy of this signed contract and receipt policy for your reference.
  
  Delivery of Digital Images and Product: 3 days before this complaint was opened, we completed the artwork for your digital images, and they were delivered on August 15th, 2023. I've included a screenshot of the text and email sent on that date, along with a direct link to access those images: ************************************************************************
  
  Client Relations Follow-Up: I do see that our Client Relations team was able to conduct a follow-up appointment with you and your family on August 7th to discuss your concerns.
  
  Physical Product Turnaround Time: The typical turnaround time for our custom art prints is six to eight weeks. As we aim to deliver the best quality, we include email proofing at specific intervals to ensure satisfaction. Your digital orders have the same turnaround time, all detailed in your order form and signed contract. Your order was placed on July 13th, 2023 which puts your 8-week delivery **** at September 07, 2023 as the latest you can expect your physical products to arrive.
  
  We recognize that the cost of capturing precious moments can be substantial. However, we strive to create unique and customized art pieces that are truly one-of-a-kind. We offer various payment methods, including Affirm, to provide flexibility in this regard.
  
  Should you have any immediate questions or concerns before your scheduled meeting, please do not hesitate to contact our Client Relations team directly. We appreciate your business and are committed to ensuring a satisfying resolution.
  
  Thank you for allowing us the opportunity to serve you and your family.