ComplaintsforEnchanted Fairies Studio LLC

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother took my daughter to get her photo taken by enchanted fairies. When it was time to review the photos a few weeks later on zoom we went with a package that was around $1000. You're very happy to receive the photos however when we did receive the photos the photos were blurry and my daughters face was of such bad quality I couldn't tell it was her. When we were on Zoom they stated that they were going to make sure the photos had a wild factor and would be professionally edited making sure there was no flyaway hairs the wings were fixed and would be pretty much perfect. I have emailed them several times and reached out to them on Facebook no one has returned my emails or messages. I either would like these photos to be re-touched up where they are not blurry and we can actually see quality for what we paid for. Or my money needs to be refunded my mother and I split the cost on this transaction due to such a high price point. For the amount of money we paid we should be satisfied with the quality of the photo which we are not. As of writing this we have yet the digital copies that we purchased .

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/27) */ Ms. ****** I looked into this for you and found the communication between you and our Art department. The communication was initiated on July 14th and your concern was sent to our art department for review. I do see that there were several conversations to ensure your portraits were created exactly as you would like. Making this type of changes does take time and I understand your frustration. I am happy to find that our Art department has sent the final proofs and the work was completed today. Your order will be shipped today, July 27th. The portraits are beautiful and I am certain you will be very happy with the final results. Thank-you for bringing this to our attention. We always work to ensure every experience at Enchanted Fairies is a magical one.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction happen on 7/11/22 I was charged over $3,500 for something that was supposed to be an "audition" for my daughter. After taking photos I was told by the photographer that he had no idea about the cost of photos. I was schedule for a private "photo reveal" prior to the reveal I asked several times about the packages and pricing. I was never given this information prior. During the zoom it was extremely high pressure. We were told this would be the only time to see and pay for photos. Were told each photo proof is $450 each, the story book was $3500 alone without buying the most basic package which was 11 digital photos for $3,500, I was never even given or shown the financing agreement. Everything had to be done on the zoom. I called the same day to cancel the order and was told by the rep that she submitted a ticket for cancellation. 4 days later I finally received a lengthy response as to why I can't cancel, magic this and that. It's very disheartening that this place takes advantage of families who want to create special memories for their little ones. I will be taking legal action and I am getting together with others for a class action suit. This company needs to be put to a stop.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/26) */ Enchanted Fairies is a children's portrait studio that sells High-End Magical Portraiture Experiences for Children and creates artwork that will last a lifetime for the families who visit our studio. On 07/10/2022, first-time customer ******** ****** purchased one of our most popular portrait packages for $3,800.29 after sales taxes. I was able to review the conversation between Ms. ****** and our representative on the premiere showing on July 10, 2022. Ms. ****** made a down payment of $1500 and wanted to start a payment plan with us for 12 months of interest free payments at $249.00 per month starting on August 15, 2022. Her current balance is $2,300.29. Ms. ****** was advised that payments must be made and the balance completed before the 12 months end. If not, she would be charged the interest on her purchase from the purchase date of July 10, 2022. Ms. ****** told us she planned to pay the entire balance within the next month. She clearly loved the photo premiere and had chosen her favorite photos as our representative showed each photo on screen. It was clear Ms. ****** loved most of them and chose her portraits to add to her collection. As we do with all of our clients, our representative took the time to explain the packages that are available, what each includes, and the cost. We never use high pressure sales tactics nor push the client to make a decision. During the time with Ms. ****** and her family on the call, there were several lengthy pauses as Ms. ****** viewed each beautiful portrait and decided which she wanted to add to her package. At no time did our representative push or try to hurry Ms. ****** to make a decision. Ms. ****** reached out on July 11, 2022 at 6:34 PM, and stated she wanted to cancel the order. We did share the policy of no refunds during her photo premiere. Because most of the merchandise at Enchanted Fairies costs more than the average portrait studio purchase, we take great care to provide exceptional customer service before and after the transaction. Our returns and refunds policy which can be found below is clear that all sales are final and there is a no refund policy because of the custom work involved with our art pieces. Returns and Refunds: Due to custom work involved with our art pieces, all sales are final and no refunds will be afforded and you waive any rights to charge-back your purchase with your credit card processor. Additional non-returnable items: Gift cards Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at **********@enchanted-fairies.com The clients can find this information by visiting this page: https://enchanted-fairies.myshopify.com/pages/terms-and-conditions The clients can find a range of pricing on our website here: https://enchanted-fairies.com/investment/ There is no obligation to purchase at all. Clients can just walk away with their free limited edition 8x10 gift portrait. For this order, Ms. ****** decided to purchase 11 digital photos of her daughter's photo session and claim the free 8x10 valued at $200. We also gave an additional $500 credit to lower the cost of the package she chose which included the 11 digital photos, a portrait we upgraded from the 8x10 size to the 20x12 size at no extra cost and included a beautiful frame. Not only did we do this but we gave her the complimentary 8x10 portrait as well. Since she accepted this offer, and she was on a payment plan, she would receive her order as a whole once paid in full. Some of our clients book a photo session in response to an ad that announces we are looking for clients who would want to have their child featured on some of our ads or on our website. It seems this is the ad Ms. ****** responded to and mentions in her claim. Our ad does not promise any special offer or free services if a parent wants to have their child considered for our website and ads. Our photographers are highly skilled artists whose sole focus is to ensure an amazing experience when they come in for their photo session. They have no knowledge of pricing or the packages we offer. Their passion is creating magical experiences for the families who book a session. Please also know that with every session... 100% of the proceeds from their session fee went to Kidd's Kids, an organization that helps bring a little magic to kids who are terminally ill or have special needs? Thank you for being a part of that. This gives these children a break from the many hospital visits they must endure. In exchange for this donation... every client receives the magical photo session, access to our magical fairy dresses access, to our princess tiaras and crowns, and One Limited Edition 10" Signature Gift Portrait. They also get to choose the exact photo that they love the most from the photo session. The company also pays for an artist to add all the detailed work, highlight work, and of course magic to the images. All at no additional cost to the client. This isn't even to mention all the other fantastic team members who keep things running behind the scenes. You are more than welcome to contact all the charities that we work with to verify that we do donate to them. We would never lie or hide behind a charity and give false info. https://enchanted-fairies.com/about/ Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true. Please Also see attached screen shot of Text which shows that I called and canceled the same day. Sunday July 10th less than 5 minutes after I got off the call. I was sent a confirmation ticket. Time stamped Sunday July 10th at 3:38Pm. I want to be refunded 100%

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had photos done of my daughter. I attended the photos showing meeting a couple of weeks later and decided on a couple of photos. Within an hour of purchasing was notified their was a family medical emergency, I contacted Enchanted Fairies and informed them I do not want to proceed. They had not even proceed my order at this time. They stated I had to wait for billing department to open. I was informed there would be a pause on my account and nothing would move forward at that time. I was finally contacted today and they refuse to provide a cancellation, even though it was requested prior to anything being started.

  Business response

  09/29/2022

  Business Response /* (1000, 6, 2022/07/27) */ Ms. ******- In reviewing the photo premiere we presented to you on July 9th of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you. Throughout the review of each portrait, we could hear the delight in your voice. We always allow for our families to have a beautiful experience seeing the amazing portraits. Our representative happily went through all of them, pausing as you reviewed each and giving you the time to view each one and choose which of the photos you loved the most. Initially you chose 2 digital photos that you can download and have printed at any photo store. Since this was an a la carte option, our representative offered the opportunity to lower the cost of each digital photo by suggesting you purchase 3 digital portraits. You chose to purchase the 3 digital portraits at a discounted rate so you could print them out yourself. Once you had reviewed and chosen your favorite portraits, our representative reviewed the policy agreement on screen and asked if you agree with it. At that time, once they had your verbal approval, the representative moved forward with the order, received permission from you to sign the agreement and processed the order. Once the ordering process is complete, it is immediately assigned to an artist. Due to the extensive time and work your portrait artist puts in, between 4-6 hours per portrait, we are unable to cancel an order. You reached out to us a week after your order was processed and the work had already started. Because it is so important to use that you love your purchase, we want to ensure that you receive your portraits and that they create memories that last a lifetime. We also included the free 8"x10" portrait that we offer to all of our clients and asked you to choose the portrait you preferred for this. The 3 digital portraits are yours forever, to print out for family members or have them printed on a blanket for a beautiful holiday gift. Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines and we hope that the efforts we have taken will ensure your experience stays Magical, with happiness in your heart. We wanted to thank you for allowing us to help in this matter. We know you'll love these beautiful portraits of your amazing daughter. We strive to only supply the very best in wall portraits and digital options. We only use the highest quality and elite materials to print your portrait which gives everyone a portrait that will last them over a lifetime. Every single pose you fall in love with, we are going to supply you with the very best in every aspect. This means that your order will have its very own highly skilled and highly trained portrait artist who will perfect your portrait by paying close attention to every detail and every highlight, turning your child's portrait into their own masterpiece of art. Your High-resolution portraits will include the lifetime warranty but also include the full print rights with your order. This means that you can reprint your portraits unlimited times, even far into the future for graduation or even her future family. If at any time you are unable to access your digitals, we will back that up with the lifetime warranty and get your images sent back out to you. Once an order has been submitted your portrait artist is commissioned to start working on your order. For this reason, we make sure to let every guest know while on the call with them that we cannot offer any refunds or cancellations. As this was agreed on before ending your call, we automatically commission out your portrait artist and assign them to your order. We are a small family-owned business. We strive to only give the best in everything that we do. We understand the importance of all of this because we know that your choice was made as an investment for your children. I want to make sure that you receive your purchased order and it is worth your investment as we cannot issue refunds. We are confident that you will love your portraits and share them with friends and family over and over again. Consumer Response /* (3000, 8, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The billing department tried to offer 3 5x7 and a 8x10, when I asked to cancel. Now you are just saying an 8x10. How do I select my which photo to be printed? Business Response /* (4000, 12, 2022/08/17) */ We were able to discuss the complaint with the client successfully and her order was modified and completed. We appreciate the opportunity to address the questions and concerns of our clients and will always work to a satisfactory resolution.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April of last year I took my granddaughter in for pictures, a couple weeks later we looked at the pictures and I placed an order. I paid 3692.50 on my credit card. I have never received my pictures. I have called and been told to expect a call back, have not gotten that call. I would like my money back.

  Business response

  08/03/2022

  Business Response /* (1000, 7, 2022/06/23) */ Dear *****, I sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty of refunding the money you initially paid for your order back to your bank card. You are correct, after further review, it was acknowledged that your order was not sent to you within the time frame we originally promised. Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines, this unfortunate event is not something that we come across often, but we hope that the efforts we have taken to ensure your experience stays Magical have left you with happiness in your heart. I wanted to thank you for reaching out and bringing this to our attention, due to this unfortunate event, we have now implemented a checklist of every order made daily to ensure that this never happens to anyone in the future, and we plan to roll this interface out during our team meeting at the end of this week. We appreciate your time and patience and we do hope to see you and your family back in our studio someday. Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing Enchanted Fairies Magical Fine Art Portraiture. Sincerely, Brittney ******** 214.438.0074 **********@enchanted-fairies.com Enchanted Fairies Magical Fine Art Portraiture

• Initial Complaint

  04/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 1 my husband and I attended a zoom meeting about photos taken of our daughter the week prior. During the call, we were under high pressure aggressive sales tactics. We were asked to finance just under $3800 for just a few items. We were told we had no time to think about the purchase. They gave really no time to think about the major purchase and we were also not allowed to see the contract before signing. These are completely unethical sales tactics. I've been emailing, calling, texting and verbally speaking with the company for a week and with zero resolution. I would like to just flat out cancel the order and they will not budge in a cancellation or even a smaller package. I have gone to my bank. Stopped any payment they my try and take. I will file a police report as in I feel this company is scamming people. We have frozen our credit.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/18) */ Hello *****, It was great speaking with you on the phone! I am glad we were able to come to a Magic agreement. I have updated your account reflecting our conversation. Have a Magical day!

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My Daughter and myself made an appointment with Enchanted Fairies to have the grand-daughters pictures taken. The grand-daughters enjoyed having their pictures made and we made an appointment to view the pictures to buy with a **** call on December 24, 2021. We picked out a picture and I paid with a credit card $541.25 for a picture. We never received the picture. I have contacted Enchanted Fairies numerous times and always get the answer the pictures are on their way. Last night I received a ****** site I could log on to and download a picture. I have not gone to the site or downloaded a picture because this is not what I paid $541.25 to receive.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/05) */ Contact Name and Title: Brittney / Manager Contact Phone: ************ Contact Email: ********@enchanted-fairies.com Dear Ms. ******, Thank you for taking the time out of your busy schedule to share your impressions and leave feedback about your experience. The most significant intention of our company is to make sure the satisfaction of every client who chooses us. We aim to fix any issues without delay, and that is why your opinion is so important. Our Quality Assurance Dept. will keep on observing similar complaints and requests to make our products better. It was great speaking with you. I appreciate your feedback and allowing us to keep the Magic of Enchanted Fairies throughout your entire experience. We would like to apologize for any inconvenience once again. You are one of our most valued customers, and we'll do our best to prove that our product quality is the highest. Thank you for your patronage. Sincerely, Brittney Consumer Response /* (2000, 7, 2022/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Enchanted Fairies reached out to me after I filed the complaint and said they were going to fix the matter for future clients.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This magical experience has been anything but that. The photo session 12/18/21 that was rushed, the high cost of pictures, to promises they make and do not deliver on. I agreed to a package for $2500; 10 X 10 Storybook using image #'s 1481,1473, 1493,1500,1513,1494 & 1505 Artisan Collection (7 digital images and 8X10's) Never received the 8X10's Extra Digital image #1476 1 sheet of 2 5X7's of image #1513 I was paired with Von that could not follow simple directions for edits & we went back & forth for about 2 month. My edits were very simple & should have been done once. I even spoke with Jamie who I explained what I wanted & she was to relay that information to the editor. On like the 5th edit, I was still asking for the same things. I requested a refund since I had not received anything yet from them. It took a week to receive a return email to let me know my email was being forwarded up the chain of command. Then another week to be told they do not do refunds even though I had not received nothing. I really liked the photo's so agreed that for my horrible experience I would be paired with another person (Selina) to complete my edits who also offered a large framed portrait for my troubles. I received a piece of cardboard with a plastic frame. It wasn't the frame I was promised & there wasn't even glass included. When I complained, it has taken a couple of weeks to get someone to address the issue. I was told sorry, the frame I was promised is out of stock. After playing email tag with a few people and leaving several messages for a returned call that never came, I requested a phone call from Brittney M who is hiding behind emails instead of picking up the phone to call me. Her emails are to offer more products that I do not want. I have requested a discount or refund, both being denied. My options appear to be either more of their products or nothing at all. If the products were of quality and what was promised, I would accept them, but they are not.

  Business response

  04/06/2022

  Consumer Response /* (2000, 6, 2022/03/23) */ Update: Brittney M contacted me and was very much willing to work with me to find a solution and resolve the issues I had been having with Enchanted Fairies. She understood everything I said and apologized that my experience was not up to the standards the company has set for their clients. She was able to obtain the requested discount and promptly credited my account. After all was said and done the digital images are completed and I do love them. I ask the BBB to either remove my initial complaint or post this positive outcome. Thank you, ******* *******

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a session for my 3 kids for the enchanted fairies photo shoot. It cost $75 and promised an 8x10 printed photo. Our session was on 12/9/2021. We had a zoom meeting scheduled to go over the photos 3 days later. Turns out their prices are outrageous so I chose the 8x10 picture to have printed. They said it would arrive by the end of January. After trying to contact them numerous times, I still have not heard back and have not received the photo we purchased with our $75 session.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/17) */ Hello ***, This does sound like a 1 star experience. While we have 1000's of 5 star reviews about our experience, session, and portraits people receive, it sounds like your experience was different than what is normal. The quality of our magical session and the experience you have is the most important thing to us. After reviewing your account, I went ahead and quickly found your order and upgraded your image to a larger portrait and had your artist expedite the shipment straight to your front door. I am so glad we were able to get this figured out and your portrait safe in your arms!! If you have any further questions, please feel free to reach out to our Magical Customer Service Team at XXX-XXX-XXXX. Have a Magical Day!

• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying to reach someone to call me for 2 months regarding my order. at Enchanted Fairies finally I spoke to someone by calling this # (214) 607-3030 And was told I didn't order anything but digital pictures 3 cost us $1000.00 We were told on 08/22/21 all our options for all three packages were way high. We were only going to get the free 8x10 portrait but because the woman (Kay) explained to us that the oil masterpiece portraits are supposed to last 100 years. We decided to go ahead. Now the person I spoke to on the phone I didnt catch her name said no the 3 digital we received through email is it. makes no sense why would we pay $1000.00 dollars for digitals. I received a email back from Brittney Maisonet stating Our oil paintings are not something we give for $1,000, My fiance and I were mislead but also taken advantage. we took our two girls to take the pictures. and we were only going to except a 8x10 free picture. but our host Kay in our zoom meeting told us how wonderful this portraits would look in our Livingroom. Even showing a living room showing our three portraits made up our minds. $1500.00 was the cheapest but my Fiance said he can do $1000.00 and Kay our Host gave a discount of $500.00. I had a $100.00 credit cause my zoom was reschedule total was $974.25. if we were told this were only images sent to my email and we need to print out and frame. we would of never excepted. Brittney Maisonet from Enchanted Fairies also states We do not steal, all of our proceeds go to Kidds Kids, we have donated over one million dollars to the charity and that number grows more and more every day. This company miss inform us on what we are actually buying and took our money right underneath our nose. my girls were really expecting their oil masterpiece portraits instead they will get nothing. What a waste of our time and money. Please help us stop this company to continue to do this to other family's. Very disappointed!!

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/02) */ Hello, hope you're having a wonderful day. Enchanted Fairies is a children's portrait studio that sells High-End Magical Portraiture Experiences for Children and creates artwork that will last a lifetime for the families who visit our studio. On August 22, 2021, first-time customer ******** ******** purchased one of our most popular High Rez packages for $974.25 via credit card that she gave her info to. Once an order is paid in full it immediately gets assigned to an artist that we commission to start the work. That's why we are very clear in call and on our policy that we do not offer refunds or cancelations. The client was told the policy and was sent the policy via email with the order. That the client opens. We have the ability with our system to see when a client open or clicks on the emails that we send. The client reached out by phone only on 19/08/21 06:08 PM, attached is are call log of her phone calls, she is claiming she has called us for 2 months with no response is false. On 10/4/2021 we finished her order and sent her the 3 high rez images. On 11/17/2021 the client stated she was under the impression that she ordered 3 painted portraits commissioned by an artist with Enchanted Fairies instead of 3 Hi-Res digital images, which you already did, and opened the email to access your High-Resolution images. We reminded you of the policy of no refunds, and we re-sent her order that does not show anything about the oil paintings. Just for 1 hand-painted oil painting, it takes more than 6 months and ranges from $5000 and up. and we offered to upgrade and or give additional portraits to the client. The client did not like the offer and claimed that she would go to the BBB and go to her bank. All points of communication to the client have been attached for proof and reference. Because most of the merchandise at Enchanted Fairies costs more than the average portrait studio purchase, we take great care to provide exceptional customer service before and after the transaction. Our returns and refunds policy which can be found below is clear that all sales are final and there is a no refund policy because of the custom work involved with our art pieces. Returns and Refunds: Due to custom work involved with our art pieces, all sales are final and no refunds will be afforded and you waive any rights to charge-back your purchase with your credit card processor. Additional non-returnable items: Gift cards Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] The clients can find this information by visiting this page: https://enchanted-fairies.myshopify.com/pages/terms-and-conditions The clients can find a range of pricing on our website here as well as the time frame about oil paintings also attached is a screenshot as well: https://enchanted-fairies.com/investment/ There is no obligation to purchase at all. You can just walk away with your free limited edition 8x10 gift portrait. For your order, you decided to apply the free 8x10 valued at $200 to your payment plan order to lower the cost not only did we do that but we gave you the credit as well as the complimentary 8x10. Since you accepted this you would receive your order as a whole once paid in full. Did you know that with your session... 100% of the proceeds from your session fee went to Kidd's Kids, an organization that helps bring a little magic to kids who are terminally ill or have special needs? Thank you for being a part of that. This gives them a break from the hospital visits. In exchange for your donation... you received the magical photo session, access to our magical fairy dresses access to our princess tiaras and crowns, and One Limited Edition 10" Signature Gift Portrait. You also get to choose the exact post that you love the most from the photo session. The company also pays for an artist to add all the detailed work, highlight work, and of course magic to the images. All at no additional cost to you. This isn't even to mention all the other fantastic team members who keep things running behind the scenes. I have attached screenshots of interaction with the client as well as the original sales call

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 9 , 2021 . I took my daughters to take pictures with enchanted fairies. I was so excited! That quickly changed on August 13 When they charged me over $1400 for 3 digital images that I was not satisfied with! I asked them for a refund and they said no. I was never given a refund policy and they said that they would not give me one!!! I am beyond upset on how something that is supposed to be for charity was easily turned into them being so ugly and rude with me! They are a complete fraud!! They claim it is for charity but end up wanting so much more! How can this turn into something that now haunts me because I have been receiving countless calls from a collector threatening to contact my job and garnish my pay!!!! I am currently dealing the pandemic as we all are and them reaching out to my job placing me to a collection agency is really not in my budget. This can make me potentially cause me to lose my job!!! I am so distraught over this! Please help me!! this should be illegal for them to do this to innocent people!

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/11/27) */ Hello, hope you're having a wonderful day. Enchanted Fairies is a children's portrait studio that sells High-End Magical Portraiture Experiences for Children and creates artwork that will last a lifetime for the families who visit our studio. On August 9, 2021, first-time customer ****** **** purchased one of our most popular portrait packages for $1,082.50 thru our financing company that she applied for and gave her info and agreed to the financed amount. Once an order is paid in full it immediately gets assigned to an artist that we commission to start the work. That's why we are very clear in call and on our policy that we do not offer refunds or cancelations. The client was told the policy and was sent the policy via email with the order. That the client opens. We have the ability with our system to see when a client opens or clicks on the emails that we send. Since the order is financed thru our financing company the client does not pay anything until she receives her order. It takes about 6-8 weeks for the order to process and once the client received all of their order it will take about 30 days for the client to receive their payment info thru the financing company. To start making payments on the amount they agreed to. The client reached out on Oct 8, 2021, at 8:30 AM, and stated you wanted to cancel the order and that you did not receive your order, which you already did, and opened the email to access your High-Resolution images. We reminded you of the policy of no refunds, and we offered to upgrade or give additional portraits to the client. Because most of the merchandise at Enchanted Fairies costs more than the average portrait studio purchase, we take great care to provide exceptional customer service before and after the transaction. Our returns and refunds policy which can be found below is clear that all sales are final and there is a no refund policy because of the custom work involved with our art pieces. Returns and Refunds: Due to custom work involved with our art pieces, all sales are final and no refunds will be afforded and you waive any rights to charge-back your purchase with your credit card processor. Additional non-returnable items: Gift cards Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at ******************************** The clients can find this information by visiting this page: ****************************************************************** The clients can find a range of pricing on our website here: ***************************************** There is no obligation to purchase at all. You can just walk away with your free limited edition 8x10 gift portrait. For your order, you decided to apply the free 8x10 valued at $200 to your payment plan order to lower the cost not only did we do that but we gave you the credit as well as the complimentary 8x10. Since you accepted this you would receive your order as a whole once paid in full. Did you know that with your session... 100% of the proceeds from your session fee went to Kidd's Kids, an organization that helps bring a little magic to kids who are terminally ill or have special needs? Thank you for being a part of that. This gives them a break from the hospital visits. In exchange for your donation... you received the magical photo session, access to our magical fairy dresses access to our princess tiaras and crowns, and One Limited Edition 10" Signature Gift Portrait. You also get to choose the exact post that you love the most from the photo session. The company also pays for an artist to add all the detailed work, highlight work, and of course magic to the images. All at no additional cost to you. This isn't even to mention all the other fantastic team members who keep things running behind the scenes.

*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. ↩