Complaints

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

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• 

  Cady

  1700 Winder Hwy Dacula, GA 30019-2266

• 

  Cady Studios

  10475 Fortune Pkwy Jacksonville, FL 32256-3585

• 

  Cady

  3979 S Main St Acworth, GA 30101-5657

• 

  CADY

  2201 Crownpoint Executive Dr Ste E Charlotte, NC 28227

• 

  Cady Studios LLC

  995 W Kennedy Blvd Ste 46 Lockhart, FL 32810

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $230 on my credit card for no reason. I did authorize a small photo session fee, and DID return the portfolio- yet they still charged me $230.

  Business Response

  Date: 06/30/2025

  We're writing to confirm that your refund request has been completed for $235.38. Depending on your bank or financial institution, you should see the funds returned to your account within 35 business days. If you do not see the credit after that time, please dont hesitate to reach out and we will be happy to follow up.
   
  Please know that your feedback is incredibly important to us, and situations like this are taken seriously. We are actively reviewing the process that led to this error to help ensure it doesnt happen again in the future.
   
  We are truly grateful for your patience and understanding throughout this matter. If you have any additional questions or if there's anything else we can do to support you, please dont hesitate to reach out. We're here to help and committed to making things right.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mistakenly reordered my daughter's pictures online. Immediately realized my mistake after the confirmation email was sent as it led me to see the previous confirmation email of the same order 6 months before. I immediately requested a cancellation via email and followed up with a phone call the next day at the opening of business. They said they would request the cancellation. Their ridiculous automated system ended up fulfilling the order anyway the next two days. You should not be in business if you cannot or will not put in the appropriate safe guards to change orders or halt them. They refuse to issue a refund. I have 3 children who will all be going to the same school and the fact that they are okay keeping $67 now as opposed to the future benefits of hundreds in dollars in future orders is beyond me. ******** customer service. Based in **********, but the call center was foreign. What a joke!

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and sharing your concerns. Our team sent you an email on June 19 regarding your refund request. Please take a moment to review that message and respond at your earliest convenience so we can move forward with resolving this matter.

  We appreciate your patience and look forward to assisting you further.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23492691
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Laura Arevalo

  Business Response

  Date: 06/24/2025

  Like we previously said, our team sent an email on June 19 regarding your refund request. Please take a moment to review that message and respond at your earliest convenience so we can move forward with resolving this matter. Thanks!

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint due to CADYs lack of transparency regarding package options and pricing. I booked the Elite senior portrait session for my daughter, assuming wed have the ability to review and choose from a variety of image packages after the sessionincluding digital options. At no point before booking or paying the sitting fee was I shown the actual package details or pricing.Had I known in advance that the only way to receive more than three digital images would be to purchase a $1,800$2,000 package, I would not have selected the Elite session. We invested a full day of preparation and studio timeincluding multiple scenes, wardrobe changes, and even bringing a personal propunder the impression that wed have flexibility to purchase images afterward. Instead, I was blindsided by the limited post-session options.The issue isnt the cost of the packages. Its the fact that families are asked to commit significant time, effort, and money without a clear understanding of what theyre agreeing to purchase. This creates a frustrating, high-pressure experience at the viewing sessionespecially for those who want digital keepsakes but arent prepared to spend thousands.I believe CADY should be more upfront with package details before clients book, so families can make informed decisions.

  Business Response

  Date: 06/20/2025

  Thank you for bringing your concerns to our attention. Our team has been in direct contact with you regarding this matter, and we’ve provided an account credit as a resolution.

  We appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for my son's highschool senior pictures. My first complaint is how he says they treated him, he felt rushed and just didn't like how the lady was speaking to him at the school. I honestly felt they could have done better with the pictures as well. So we had a professional photographer do his pictures but this company contracts with the school so you are stuck with ordering the photo for the school book. I decided to go ahead and order 1 - 8x10 of my son. It was supposed to be the photo and frame for $69 but when my order arrived it was an 8x10 with photo retouching done. Which in the history of school photos I have never ordered the retouching done because I don't like the look. I contacted them and have had multiple chats and phone calls and they just basically deflect and stall. I sent the photo back to them and asked for a refund and told them NOT to use my son's photo and destroy it and that they don't have any rights to it. They told me I couldn't have a refund and that they would send a replacement. That hasn't happened and the order is still in review status. I am absolutely done dealing with this company and will never use them again. My kids just won't be in any future yearbooks if they use CADY. I just want my money back and confirmation that they have destroyed the photo and any negatives and agree not to use my son's image for any marketing purposes.

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and voicing your concerns. We have already sent an email but wanted to confirm again, that your refund request has been completed.
   
  Typically, you should see the funds returned to your account within 3-5 business days, depending on your bank or financial institution. If the charge is over 90 days old or the original payment method was check or cash, the refund has to be sent via a physical check and you should receive it within ***** business days from the processing date.

  If you have any additional questions, please respond to our latest email or give our team a call. 

  Thank you! 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for this package that I have attached to this complaint. It clearly states that it includes UNLIMITED graduation poses. Their marketing practice is deceptive and confusing. Are cap and gown not graduation poses? I was shown at least 15 options to choose from regarding creating a montage with the graduation photos but I am only received 2 to download. I stayed on the phone waiting for Aid-ey to come back. As of this complaint, I have been on hold for 1 hour and 17 minutes. They do not respond to emails.

  Business Response

  Date: 06/03/2025

  Thank you for taking the time to share your feedback. We truly apologize for any confusion or frustration youve experienced regarding your Graduation purchase.
   
  Unfortunately, were unable to offer a full refund or provide access to Cap & Gown images without a qualifying purchase, as we do note on our website that these images are not included in our Graduation packages. The screenshot you supplied also showed where it clearly states, "Does not include Panoramic, Group, Senior, or Cap & Gown Images."  We do apologize if this may have been confusing, and we truly sorry for any misunderstanding.
   
  To help make this right, our team has issued a $50 CADY Gift Card that you can apply toward any purchase. If you have any questions please feel free to respond to our latest email or give our team a call. 

  Thanks! 

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  I purchased a package from CADY studios to celebrate my son's graduation and senior year. I had to pay before I received the pictures. The package I purchased had a portfolio with 8 slots in it. I didn't receive it so I reached out to them. They said well you didn't orginally pick the correct about of vertical poses so we didn't make it. Excuse me?? I paid for that. So then I picked the correct vertical to be in the portifolio and when I received it. The portifolio had some images with faces not in the space provided so several images were incorrectly placed and don't fit. The portfolio is bound tight so breaking the seal would ruin it. I'm completely dissatisfied and want my money back.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out to us. This email is to follow up and confirm that your refund request has been completed for $199.
   
  Typically, you should see the funds returned to your account within 3-5 business days, depending on your bank or financial institution. If the charge is over 90 days old or the original payment method was check or cash, the refund has to be sent via a physical check and you should receive it within ***** business days from the processing date.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to purchase a single photo of my daughter in her cap and gown from website. This photo was listed as $40. When I went to check out, they asked if I wanted a second photo for free, so I added a second different photo as it was not specified anywhere this needed to be the same photo. I paid an additional charge for shipping and handling, bringing the total to $58.97. Several weeks later, I received two photos of the second option I chose, and my package did not include the original cap and gown photo I wanted. When I asked customer service they said the deal was only for two of the same photos, not two separate ones. I replied that was not made clear on the website and asked if I could return the second photos I received and just be sent the cap and gown photo I tried to order. They said they could not help me. I ended up paying $58.97 for a photo I do not want.

  Business Response

  Date: 05/29/2025

  Thanks for reaching out. So we can better address your concerns, please give our team a call at ************.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter just took her Sr. ******* And I was disappointed in the entire experience, one because Im a hairstylist, mua and model. And this entire process was thrown together and poorly. With a high price tag, and you have no idea what youre paying for, and cant view them. So upon entering we were thrown into a filthy dressing room, and wasnt giving any kind of instruction. Its basically like a sweat shop multiple set **** with other children taking photos as well. There were about 6 children or young adults taking the photos, with pre set cameras and lights. The direction from each one was poor and all they did was snap ( nothing like a real photoshoot shot by a skilled photographer! If you can see that your directions are making her hair go in her eye why would you instruct her to hold her head that way?! I had to keep trying to move her hair and fix it because they just snap away dont care if the photos come out correctly, afterwards they bring the ** to the screen ad basically pic out the photos for them by saying yes, yes,?! And Im like wait I need to see what yall are selecting seeing how Im the one paying! Seeing how I can tell these are mediocre photographers and have no idea what they are doing. Nothing about the shoot was professional, afterwards they brought us to the front where you find out the prices of the packages, after the fact, I said well ai think thats a scam because how are we going to pay for something without seeing the frames?! So he shows a few, then says h*** send the link for the others, go online and its only showing the images the preselected, and nothing else, I have never heard of a $400 photoshoot and I have to pay for my frames up front! Seeing how this is a once in a lifetime experience for **s I can see how the are abusing the situation and providing subpar work with a high price! My daughters shoot will either be done over by a licensed skilled photographer so we can purchase better pictures or Im filing suit!

  Business Response

  Date: 05/29/2025

  We sincerely thank you for taking the time to share your feedback regarding your experience. Your insights are invaluable to us, as they help us understand how we can better serve you and continually enhance the quality of our services.
   
  At CADY, our commitment is to ensure every customers experience is not only satisfying but also exceptional. We are here to assist you with any concerns or questions you may have and are dedicated to making your journey with us as seamless and enjoyable as possible.
   
  Please do not hesitate to reach back out if there is anything we can do to improve your experience or address any specific issues. You can contact us at ************** or reply to our latest email, we will be delighted to assist you promptly.
   
  Once again, thank you for your feedback.

• Initial Complaint

  Date:03/30/2025

  Type:Billing 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 morning, Cady Studios charged both my daughter and me over $230 for something we did NOT request or authorize. We have no idea what this charge is for, as we never agreed to any additional purchases. This is completely unacceptable, and I expect an immediate explanation and refund. We need to know why we were billed without consent.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out. Our team has been in direct contact with you to address your concerns. Since you returned the portfolio, a refund was issued on 4/1. If you have any additional questions, please give our team a call or respond to our latest email. Thank you! 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to place an order today on Cady Studios website using the portfolio discounted special price of $99 plus tax with a purchase of a package. When I went to checkout my son portfolio wasnt discounted to the special price of $99, it was charging me $149.99. I called Cady and spoke to Kaleb about this, then he stated the portfolio is only $99 with the senior pictures (which are the same pictures as the portfolio so that doesnt make any sense to me, I dont need more of the same pictures). I read to ***** the email that did not say it excludes any specific packages and he had me email him a screenshot and supposedly he was showing his supervisor so they can get the wording corrected on they end. I asked that they still honor my discounted price per they email sent to me. Kaleb phone disconnected so my discount wasnt done for me to place the order. When his telephone disconnected why did he or his supervisor not call me back? This isnt good customer service and I see they have already corrected the wording within minutes (read #1 on both screenshots), I have a screenshot of my email that was sent to me on 2-13-25 stating the discounted price was with a package purchase and now a screenshot with them saying the discounted price is with select packages. Your agents and supervisors need some additional customer service training because we are spending too much money with your company to be treated this why. I tried to get this handled with your company so I wouldnt have to write a BBB complaint. I even called back after being hung up on and Tif he wasnt any help, he wouldnt listen, he wasnt understanding, and he claimed supervisors doesnt talk on the phone. What?! Why would your supervisors not talk to your paying customers? Ill be sharing this information with my school and the district as well, this is unacceptable behavior especially during a time when we suppose to be celebrating all seniors.

  Business Response

  Date: 02/27/2025

  Thank you for taking the time to share your concerns with us. We deeply apologize for any confusion or frustration youve experienced while trying to place your order.

  Upon reviewing your situation, we understand that you were trying to purchase the discounted portfolio offer as part of a package in our Cap & Gown product line. We apologize for any confusion caused by the promotion, and wed like to clarify that the discounted portfolio price of $99 is only valid with a package from our Senior product line. The Senior product line and the Cap & Gown product line are separate, which is why the portfolio discount would not apply to the Cap & Gown package that you were trying to order.

  We genuinely appreciate your business, and we would like to make this right for you. While the portfolio discount is limited to the Senior product line, we are happy to discuss any other ways we can assist you with your order. Please contact us directly at **************. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22992401
  
  I am rejecting this response because: ***** stated he was speaking to a supervisor so this $99 discount could be honor based off of your verbiage on your email and now you all arent going to honor this? You all (Kaleb) admitted you all had an error in your verbiage so yes you all should honor what was written. Where is the customer service from your company? Why was my call disconnected from Kaleb (I wasnt rude or argumentative) and why didnt he or your supervisor call me right back? Nobody has called me back even after I called back immediately after I was hung up on and requested to speak to a supervisor. You didnt address any of these concerns in your reply back to the BBB. These pictures arent cheap so you would think your customer service would be top notch. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/27/2025

  Thank you for reaching out. To better assist you with your concerns, please respond to our most recent email. We look forward to hearing from you soon.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22992401
  
  I am rejecting this response because:
  I been replied back to Cady email and I have yet to talk to a supervisor or get this concern corrected and resolved like I was told, which is why I submitted a BBB complaint. Im not sure why Cady is responding to BBB like they have tried to make this right, because they have not. Cady has not called me, a supervisor has not reached out to me. Cady does not have good customer service and when they are in error they will not make it right. These schools shouldnt be doing business with a company like this, who clearly doesnt care about their parents or children, plus its many negative ****** reviews on Cady so improvements are necessary asap. 
   
  Sincerely,
  
  ***** *******