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Business Profile

Photographer

Cady

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photographer.

Complaints

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

Find a Location

Cady has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Cady

      1700 Winder Hwy Dacula, GA 30019-2266

    • CADY

      2201 Crownpoint Executive Dr Ste E Charlotte, NC 28227

    • Cady

      3979 S Main St Acworth, GA 30101-5657

    • Cady Studios

      10475 Fortune Pkwy Jacksonville, FL 32256-3585

    • Cady Studios LLC

      995 W Kennedy Blvd Ste 46 Lockhart, FL 32810

    Customer Complaints Summary

    • 115 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Company is holding my card info and threatened to charge my card$200 even though *** returned the portfolio

      Business Response

      Date: 11/10/2022

      Thank you for reaching out and voicing your concerns. We hate to hear you didn't see the terms and conditions that were signed in order to book a senior session that go over the portfolio policy, the emails that are sent about the portfolio after your session, or the printed sheet included in your portfolio package that explains the portfolio return process. Our team has been in direct contact with you to explain the process so you can return your portfolio. If you have any other questions please respond to our latest email. Thank you for being a CADY customer! 

    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 did not receive any information or emails regarding the portfolio needing to be returned. I just learned through a third party the portfolio sent must be returned and I would like an extension of at least a month the return the portfolio.

      Business Response

      Date: 11/10/2022

      Thank you for reaching out and voicing your concerns. We hate to hear you didn't see the terms and conditions that were signed in order to book a senior session that go over the portfolio policy, the emails that are sent about the portfolio after your session, or the printed sheet included in your portfolio package that explains the portfolio return process. Our team has been in direct contact with you to explain the process so you can return your portfolio. If you have any other questions please respond to our latest email. Thank you for being a CADY customer! 

    • Initial Complaint

      Date:11/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Scheduled a senior portrait session with this company for October 4th. This appointment was missed by the student due to an immunization issue. ******* was paid, and now we are unable to get this session rescheduled and this is for a senior photo for a graduating student. An honor student at that. We would like this session completed in order to have the photos prior to his yearbook deadline, as well as his actualgraduation!

      Business Response

      Date: 11/09/2022

      Thanks for reaching out and voicing your concerns. Our team has reached out to you directly and you're now scheduled to have your son's Senior session on 12/3/22 at 1:00 PM at our ********* studio which is before your school's yearbook deadline date. If you need any further assistance please feel free to respond to our latest email. Thank you for being a CADY customer!

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 son had his senior pictures here they sent me his portfolio and gave me a few weeks to return which I did in the allotted time frame now it has been 3 months since I sent it back and they charged my card without authorization or notice ****** and I didnt keep anything. I tried reaching out and they put me on hold over 30 minutes and dont answer.

      Business Response

      Date: 11/09/2022

      Thanks for reaching out and voicing your concerns, *******. Our team has been in contact with you and your refund request was processed on 11/8/22. Typically, processing time is 1-2 business days, followed by the deposit of funds into your original method of payment. 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 which takes ***** days for processing time. If you have any other questions or concerns please respond to our latest email. Thank you for being a valued customer of ********************! 

      Customer Answer

      Date: 11/09/2022

       
      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:11/07/2022

      Type:Product Issues
      Status:
      Answered
      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.
      CADY was contracted by my son's school to take senior portraits. CADY began sending multiple emails and text messages every day trying to sell their products and to force the parents to schedule their children for very expensive photo sessions. They did not offering an option to have my son's yearbook photo taken for free as it has been down every year he has been in school. After several parent complaints, we were told that the photos taken on 9/20/2022 would be free. However, when I signed my son up, there was still a sitting fee of $29 just to be photographed! My son also convinced me to pay $19 additional dollars to have his photos retouched due to acne. Several weeks later, I received his portfolio in the mail. The photos in the portfolio have not been retouched. CADY is trying to charge $200 for this portfolio that I am in the process of returning. My son's photos are all awful except for 1 that is minimally acceptable for his yearbook image. I am told that the photos can be retaken at no charge, however, the closest place to have them retaken is a 3 hour drive! I have been trying for a week to get in touch with customer service. I was finally able to get a return phone call today at 2:15 PM. I started calling CADY at 9:24 AM and waited on hold for 43 minutes after the system said 10 to 20 minutes. I had to hang up to work. I called them again at 12:22 PM and entered a call back number. My call was returned at 2:15 PM. The agent was not able to give me a refund, but at least provided me with a receipt, which I was not given when I made the purchase on 9/14/22. While waiting to get a return call, I logged into CADY's website and attempted to get a response via their CHAT system (12:22PM). After waiting over 1 hour, I was disconnected when I was 2nd in line. I reconnected to find myself 20th in line and disconnected again when I was 2nd in the queue. At 2:04 PM, I gave up. The customer service is awful and I did not receive what I paid for.

      Business Response

      Date: 11/09/2022

      Thanks for reaching out and voicing your concerns. Our management team has been in direct contact with you to better assist. If you need further assistance or have any questions please just respond to their latest email. Thank you for being a CADY customer. 

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      High School: ************************* Student: ********************* This complaint is a second attempt to rectify our situation with CADY. We previously submitted a review of CADY with the BBB and CADY responded and actually called us to rectify the situation. The manager we spoke to (I believe his name was *****- possibly). He said that he would personally contact the retouching department and have the job done. He said that a token link would be emailed out within 24 hours with the corrections to the photos made. That was this past Wednesday (10/19/22) when he made that promise. Here we are on Friday (10/21/22) and we still don't have the token link and CADY customer service is still horrible with a minimum 1 hour hold time both online and over the phone. Basically, we have been lied to twice by this company and I want my money back. We placed this order for retouching on October 7. The job was supposed to be done in 3 business days. Here we are still waiting for the job top be done and getting the run around from CADY management. Very unsatisfied!

      Business Response

      Date: 10/25/2022

      Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to better assist and make things right. If you need anything else please feel free to respond to their latest email.

      Customer Answer

      Date: 10/28/2022

       
      Complaint: 18294662

      I am rejecting this response because:

      I just sent another email to your company to followup on the touchups we need to some of the photos. Your company doesn't respond! I've been waiting for a reply since October 21. Please respond to my emails! This is the email I sent. 

      Hello ****,


      Thank you for your help!!!


      5 pictures have the hairline fixed, while the other 5 do not have the hairline fixed. What we mean is the hairline in the middle. The last 5 pictures (#s 6, 7, 8, 9, 10) need to have the hairline filled in like the first 5 of them. 


      Also, pictures 2, 3, and 7 have hair flying. If they can remove the hair flying in the background that would be great.  


      Picture 7 (with the sunglasses) Picture 9 (book) and Picture 10 (feather), if you can lighten the shadow on the upper lip in each of those photos it would be great as well. 


      Thank you!


      ****

       



      Sincerely,

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

      Business Response

      Date: 10/31/2022

      Our representative has been in contact with you again and last spoke on 10/28/22. Please respond to their email if you have any questions. 

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Our school district hired Cady Studio CADY.COM PHOTOG **** ************************************************* to take school pictures. Seniors were required to pay a sitting fee and go in on a non school day in order to get their yearbook pictures taken. I was extremely unhappy about this extra cost and effort. In order to make an appointment for the sitting, customers must reserve the sitting and pay the fee on the website. I have twins - so I went through the process twice. The site was very confusing and kept making me select addtional shots and adding on touch *** etc. I had to unselect several pre-selected boxes. When I checked out for each of my children, I believe I had selected only the sitting fee require for the year book photo. Weeks later I received a paper portfolio with sample shots printed in them for one of my children. We did not have any intention of ordering photos - so we threw it away. Then last week - a display portfolio of pictures came in a package to my door. In the portfolio there were instructions to either buy $399 worth of pictures to get the portfolio for free or return the portfolio. If I did not return the portfolio, then the company would charge me $200. I do not have time nor resources to print return labels, repackage items, and go to the post office. I did not request this item - and will not pay for it. I have sent multiple messages to the company in this affect. They claim I agreed to receive the portfolio or would not have been able to proceed with my sitting purchase - this to me is still forcing me to accept unwanted material. I have told them they may come pick up the items - but I will not ship it back. They are wasting my time and resources in efforts to force me into unwanted purchases. I have placed stop payment on my card for the company - but want them to cease and desist in their attempts to charge me - unless they would like to pay me for my time to return the item.

      Business Response

      Date: 10/20/2022

      Hello ***************, our management team has been in direct contact with you previously about your CADY senior portfolio inquiry. You booked both of your children's senior sessions on 8/7/22 at 12:48 PM and 12:51 pm. During step 8 in the scheduling/booking process, just before the checkout screen, we list the Terms & Conditions underlined as well as in bold. This was digitally signed by you and copy of the signed Terms & Conditions are attached with this message. Additionally, two checkboxes must be checked off in order for you to sign your agreement and if they are not checked you are unable to continue past this screen to complete the scheduling of your senior session. This was done, which is how you were able to pay and confirm your appointment.
       
      Additionally, inside the portfolio box, there are several papers and pricing lists which also confirm that the portfolio must be purchased or returned ahead of the deadline. Your deadline has been extended to 12/10/22, however, if the portfolio is not returned prior to this date, it will result in a charge. We also send several emails about the portfolio and how to return it. I've attached the return label for you again here as well. This can be left for your regular mail carrier to pick up, or it can be taken to any ************ Walgreen's or Kroger location. The return label does mention these terms again as well. This return label is pre-paid, therefore there would be no shipment charges. If you do not have access to a printed you can show the return label on your phone at one of the shipping locations and they will take care of the rest. If you are unable to take it to one of the shipping locations you are more than welcome to return the portfolio in person to any of our studio locations during their normal operating hours. 

      Customer Answer

      Date: 10/20/2022

       
      Complaint: 18246546

      I am rejecting this response because: the website was extremely confusing and misleading. This is a very dishonest business practice that tries to inconvenience customers into making an unwanted purchase. If the business really would like the portfolio returned, they can send me an already printed label, tape to attach the label, and schedule a package pick-up by USPS. 

      Sincerely,

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

      Business Response

      Date: 10/21/2022

      We apologize you think our website is confusing. Our goal is to be 100% transparent and we have put information all through out our website about our portfolio process/policy. We also send out multiple emails about the portfolio before and after every senior session. Our staff also goes over the portfolio policy during the check-in and check-out process verbally. I've attached some screenshots from our site that have information about our portfolio. It is clearly stated in our terms and conditions, that you signed, that we will be sending the portfolio. 

      Customer Answer

      Date: 10/21/2022

       
      Complaint: 18246546

      I am rejecting this response because: I do not accept this. Your terms were hidden in a deceptively confusing check out process. Your company is trying to force purchases through inconvenience. I will do everything in my power to ensure that you cease and desist. This is extremely hard on lower income families especially. It is dishonest and discriminatory. I will not stop fighting with you about this. It is not about the money - it is about taking advantage of customers with busy lives and schedules to force them to make purchases. It's unconscionable. 


      You are welcome to have the portfolio - if you provide me with ALL resources needed to return it. Mail me a return label. Tape for the package. And schedule a pick-up. I do not have time to mess with any of that and will not be wasting gas to drive it 30 minutes to drop it off. I am also willing to send the portfolio to the school (****************************) for you to pick it up. 

      I am a single parent with three teens - two seniors. It is clearly evident that I did not want the portfolio by the fact that I did not receive one for the other twin. Why would anyone want only one twin's pictures? It is also evident that I had no intention of purchasing any of the pictures by the fact that my daughter is wearing a random spaghetti strap top in the photo - as instructed for the graduation pose. 


      Sincerely,

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

    • Initial Complaint

      Date:10/14/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Had to use this company for senior pictures for my son. I sent the portfolio back the same day I received it. Tracking shows that **** has accepted it but they use ***** as a second shipper and you don't see the tracking number, so they will say they never received it back. Item sent back in July and they just hit my account for ****** in Oct. They are impossible to get on the phone and then will need to send it higher *** to "see if you can get a refund".... which guess what, you will have to call and call and call and go through the whole process again bc they dont do it the times you ask. This company is the biggest scam and needs to work on their business practices.

      Business Response

      Date: 10/17/2022

      Thanks for reaching out and voicing your concerns, ********. Our team has been in direct contact with you and have issued a refund for your portfolio. If you need any further assistance please feel free to respond to their email or give our team a call. Thank you! 

    • Initial Complaint

      Date:10/12/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company is a joke! And the customer service is useless. You call, wait hours for them to hang up on your face without talking to you! After several issues with this order, and trying to contact the company many times, I received someone elses order!! This is unacceptable!! Now, someone has my childs picture, name, school they go to and address. I am furious !! The world is already an unsafe place, you dont need to add risks to it. Your company is putting my childs safety at risk!!! 1. I need the pictures I ordered SENT TO ME!! 2. I want to know who received my childrens information. 3. I am reporting/ posting my review in every place I can find so other parents are aware of this risk! Ive had nothing but problems with this company. My order is ****859 and I received order ****863.

      Business Response

      Date: 10/17/2022

      Hello **********************, Thank you for speaking with us. Our customer experience manager will be in touch with you to get this issue resolved. We apologize for this experience. Our goal is to get the orders correct and ensure a smooth transaction. 

    • Initial Complaint

      Date:10/07/2022

      Type:Product Issues
      Status:
      Resolved
      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 school photos for my child in august unaware that it's 98% ********** don't do digital and neither does the elders in my family who makes up most of my family. i was really looking forward to the wallets i purchased with my sons NAME AND YEAR on the photos. i placed the order and paid for it..$100. order arrives no name or year. i reach out with proof they resend and apologize. new order arrives, same thing. at this point i want a refund and you can take these pictures back. i was told by this associate that he can GUARANTEE it will be correct. a complete waste of my time, it arrived again wrong. i've now been trying to get corporate on the phone or even a return call from someone in management. i left a message for them on monday 10/3 and have yet to hear from anyone. when i do attempt to call the wait time is over an hour and when i put in my request again, i'm told i will get a call back that DAY and it never happens. this company is horrible. i will be sure to let my son's school know of the hassle i've had to deal with and will NOT deal with them when it comes to pictures ever again. quality is horrible and customer service is even worse! i want a FULL REFUND and label to send you back these crappy photos since you can't do something as simple as imprint a name and year.

      Business Response

      Date: 10/11/2022

      Hello CADY customer, thank you for your comment. We identified an issue with the wallet personalization that has been fixed by our IT department. Although we do not refund photos once they are sent we will issue you a refund for the wallet personalization order due to this inconvenience. We apologize and thank you for being a CADY customer. 

      Customer Answer

      Date: 10/12/2022

       
      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,

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

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