Business Profile
Photographer
CadyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Cady's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:10/05/2022
Type:Service or Repair IssuesStatus: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.
On 08/25/2022, I a paid $125 for photo package (senior pictures). I opted for the $125 package because I wanted touch-*** in case changes needed to be made on the senior picture. I did not pick the lower priced photo packages because touch-*** were not included (according to website). I was only interested in taking and purchasing senior pictures. Other perks (ie makeup, etc.) did not meet our needs and were not needed or required.On 09/23/2022, I called Cady corporate to request a touch-up on the senior picture. I was charged an additional $29. I questioned the $29 fee because it was not posted on the website. The agent was kind of enough to explain that this fee was always available. Consumers can order any package and just pay $29 per image for enhanced touch-*** (per image). What does that mean...I could have ordered a less expensive package, for example $29 photo session, and then paid the extra $29 for touch-***. However, that option was never listed as available on the website. A $29 photo session package + $29 touch-*** = $58. There was no need for me to paid $125 just to get touch-*** when a different price model was always available ($29). To hide or not include the lower optional price model on the website is deceptive. It is a clear attempt to mislead and trick consumers into purchasing higher photo session packages. If the same features are available at an additional cost, that information should be "clear" and easily available. That is not currently the case. Additionally, if you call to get a assistance with ordering, the wait/hold time is always 45+ minutes. In summary, the website is misleading. Lower price packages are hidden (or on separate/distant webpages). Additional assistance (via phone, email, or chat) is not easily or readily available because of long hold times. I was forced to use Cady (via school). But that does not give Cady the right to engage in trickery or to mislead. I am requesting a $71.00 refund.Business Response
Date: 10/07/2022
Hello CADY customer, thank you for speaking with us. You are able to add on retouching with our lower-price sessions. They are in each session as an add-on. If you go to the website and click on "new to CADY" you will see a list of our scenes. For our traditional scenes, it states that artist touch and premier retouching are available for an additional cost. This is stated for each of the traditional scenes. Thank you for being a CADY customer.Customer Answer
Date: 10/07/2022
Complaint: 18172535
I am rejecting this response. I spoke with a Cady Representative ***** on 02/07/2022. We discussed the hidden "a la carte" prices and access. During that conversation, ***** acknowledged the following:Issue 1. A la carte pricing is not listed or noted on the photo session package page (see image Cady 1), follow-up order page, or home page.
Issue 2. There is no way for consumers to know that a la carte pricing exist, because it is hidden or it is on a distant webpage.
Issue 3. Consumers must select a lower price model and go all the way through the ordering process to access the a la carte options. However, there are no instructions telling consumers that this is an option.
During that conversation with *****, I challenged his theory that consumers should search all over his website for hidden pricing. To create distant webpages that consumers are not able to easily access is not only deceptive, but the hide and seek strategy is predatory.
After disconnecting with *****, he called back within 10 minutes to inform me that all "a la carte" pricing was available on the home page. I asked ***** to respond to the BBB complaint with the appropriate screen shots that highlight how easy it is to access ALL prices. ***** did not provide any screen shots, because easy access to pricing does not exist. Also, ***** provided instructions on how to access pricing in his answer to the BBB, that is also incorrect.
To be sure, I went back to the Cady website and initiated a chat with representative ********************** confirmed that no such pricing page existed with additional pricing. ******* confirmed that pricing is only listed on the photo session page, also known as "Step 2".
In summary, I have proven beyond a doubt that pricing is hidden from consumers. Additionally, even when pressed, representatives also will not disclose additional pricing.
I do not want Cady representatives contacting me my phone. All further communication should come through BBB.
Sincerely,
***************************Business Response
Date: 10/10/2022
Thank you for your response. Please go to www.CADY.com. Once you get on the main page under the main photo are different sections you can navigate to. Please click on where it says New to CADY. Once on that page scroll down and you will see all the prices for each session along with what is included. When you look at the traditional sessions each one says artist touch and premier retouching are available at an additional cost.Customer Answer
Date: 10/10/2022
Complaint: 18172535
I am rejecting this response because the company is reciting the same message. See the attachments (Cady 3 and Cady 4). This is our last reply. Cady can either provide the necessary refund or we can agree to move forward to small claims. Cady should confirm in writing how they would like to proceed (no phone calls).Sincerely,
***************************Initial Complaint
Date:09/29/2022
Type:Delivery IssuesStatus: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.
Ordered a package(#*******) on September 6th. Unable to reach anyone after many attempts by phone and massaging to cortex this order.Business Response
Date: 10/07/2022
Thanks for reaching out and voicing your concerns. Our team has been in contact with you, unfortunately your order was already in production and we could not switch your background color. You also mentioned your child would be doing retakes at your school. Once those retakes are taken please respond to our email and we'll put in a complimentary replacement order with the blue background you were wanting to switch too. Thank you and we look forward to speaking with you soon.Initial Complaint
Date:09/25/2022
Type:Service or Repair IssuesStatus: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 daughters school is using CADY studios for their senior pictures. We had to pay $200 to schedule the session. When we arrived on that day we were greeted and told whatever the fee is that you paid to schedule this session doesnt not include any photos. I asked why werent we told this from the beginning. They smiled at me and said I dont know thats just how it is. I should have cancelled right then. But I would not have gotten my money back. We proceed with the session which was about 4hours long. After the session is done then they say ok we are going to find someone to check you out. They then take you in a room where you arent allow you to view the photos but they present you with a digital brochure with the most OUTRAGEOUS prices that I have ever seen. We are talking hundreds to a couple of thousands of dollars. Then they tell you that you have to schedule an appointment to come back on another day to view your photos. So the from not telling people how astronomical the prices are upfront to charging people 200 studio session. To not allowing people to purchase photos online. This place is terrible. They know that parents are going to want photos and they have you locked in with two hundred dollars before you even get there. Oh and to buy the digital prints is still an astronomical amount and to add the cap and gown photos to that they add another couple hundred dollars. Mecklenburg county should be ashamed of themselves for even allowing these people to do senior portrait. They literally taking advantage of parents and seniors at one of the most vulnerable times.Business Response
Date: 09/28/2022
Thank you for reaching out and voicing your concerns. Our regional studio manager has reached out to you directly to better assist. Please feel free to return their call at your earliest convenience. Thank you!Initial Complaint
Date:09/23/2022
Type:Service or Repair IssuesStatus: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.
On July 19th, 2022 my daughter had her graduation pictures taken. Formal cap and gown, black top with pearls, and non formal pictures. I was told that we would receive pictures in the mail in about 2-3 weeks. I called in late August but could never get anyone to pick up the phone ************. I sent an email on September 13, 2022 inquiring about the pictures. On 9/14 I received and email with the tracking number. I called again on 9/22/22 and inquired about the photos that were upload online to my acccount. I was able to see all pictures Except cap and gown pictures. I was told she did not take them and she needed to sign up to have them taken. I had already payed the sitting fee to have this done. I let the two know I had a picture on my phone of CADY taking a picture of my daughter with her cap and gown on. I was then told maybe they were not uploaded yet. The pictures were to be sent back by October 10th, however they are still in transit with fed ex. I did ask for a refund and was told no. I did make a review on their ******** page, however it was taken down and I am now blocked from posting on their page.Business Response
Date: 09/28/2022
Thank you for your message. We apologize for any inconvenience. We are working to resolve your issue. Our customer experience manager will remain in contact with you until it is resolved. Thank you for being a CADY customer.Customer Answer
Date: 09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I manager with Cady has reached out to me and is in the process of looking for the graduation pictures.
Sincerely,
*****************************Initial Complaint
Date:09/22/2022
Type:Service or Repair IssuesStatus: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 a pre-order on school photos for my daughter. The package that I picked and pre-paid for cost around $80. Picture day came and went, a few weeks later I got the picture preview in my email. The picture was not a quality image. My daughters hair was a mess and her glasses were not correctly on her face. She was also not positioned straight in the chair like other school photos taken. These pictures looked as if a 2 year old took the pictures. I was not happy with the pictures and contacted CADY prior to them shipping my order out. I stated I would like to have my daughter do retakes on retake day and have my package sent with the new pictures. CADY is the worst company to ever get ahold of. If you have a complaint, or want to speak with an actual person, good luck. I waited 2 hours on their website just to speak with someone on a chat. They then told me that my order was not refundable due to their terms and conditions. I looked everywhere on their site and in their terms and conditions states nothing about school photos or school packages. After receiving my photos in the mail, they came bent and damaged. I had no luck in multiple times trying to re-contact them. I had to place a dispute on my credit card. Hopefully I can receive my funds back from this company. Their customer service is non-existent.Business Response
Date: 09/23/2022
Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you and are putting in a replacement oder for the damaged products. If you need any further assistance please feel free to send us an email or give us a call back. Thank you for your patience and understanding.Initial Complaint
Date:09/17/2022
Type:Service or Repair IssuesStatus: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.
Cady Photography charged us for a portfolio that we didn't order and they automatically sent us. We returned the portfolio on 9/1/22 with the provided return label and was still charged $232.19 on 9/17/22.We used **** with the provided label and have a tracking number. This company is unscrupulous and predatory to put it mildly. I will complain to the ** and school district for making parents use this company after so many complaints for other parents on the practices and customer service of this company. I tried calling the company various times and it was always a very long wait.Business Response
Date: 09/21/2022
We are sorry to hear that you had a less than stellar experience with us. We have very high expectations at CADY, so we do apologize about the technical error. Our management team has been in direct contact with you to help resolve this issue. Thank you for your patience and understanding!Initial Complaint
Date:09/17/2022
Type:Sales and Advertising IssuesStatus: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.
BAIT and SWITCH Order!Hello CADY. I paid $125 for my daughter's photo session (Order #******). The purpose of the session was so I could purchase her senior portraits and cap and gown photos for a yearbook ad that is due in November. When we attended our virtual session, I was told the only way I could have access to "all" of my daughter's photos was to purchase the most expensive package at $1,099. I told the presenter the price was extremely high, but he told me that CADY would also give me $100 off for the business card coupon we received during the photo session, and a $250 credit toward prints. I still felt this was expensive, but agreed to the purchase, but informed the presenter I would pay and pick up the pictures in person. When I went on September 16 to pick up the pictures, I was told they would not take off the $100 coupon or honor the $250 credit toward prints. I drove over an hour to the studio which is 40 miles from my daughter's school, and took the afternoon off work. I spoke to the manager, who was very professional, but he said the best he could do is offer me two (2) $49 sheets. I paid $1,181.43 (order #*******). However, I did not receive my $100 discount of $250 credit towards prints. The manager said is was only applicable to the lower priced packages. I would like CADY to honor their salespersons offer of a $100 off (refund) and $250 credit towards the prints, as promised in my presentation for purchasing the most expensive package.Business Response
Date: 09/22/2022
Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to better assist. Please feel free to give us a call or send an email and we'll be happy to help. Thank you for your patience and understanding.Initial Complaint
Date:09/12/2022
Type:Product IssuesStatus: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 son had his senior pictures taken on July 27th. The session was not the correct one for the package that was desired, so I booked another session on August 3rd. So far, I have spent $280 on the photo sessions. I received the portfolio in the mail and attempted to order the desired package online. The online link is incorrect and I only have the option to reschedule the photo session. I have called numerous times, I have entered the online help request. I visited the *******, ** studio on August 30th, the Manager, *******, also could not get the link to reset so I can purchase. I just spent another 45 minutes on hold waiting on a representative to answer the phone. I just want to purchase the pictures and there is no one willing or able to assist. I also plan to file a complaint with the local board of education. With this service, there is no reason this is the only company that can be used for senior yearbook pictures. I need assistance and this company is unwilling to provide it.Business Response
Date: 09/13/2022
Thank you for reaching out and voicing your concerns. We strive to exceed each and every one of our client's expectations. So, we value your feedback. Our Customer Experience Manager has reached out to you directly to better assist.Customer Answer
Date: 09/13/2022
Complaint: 18012844
I am rejecting this response because: Cady Studios called me at 10:45 am today. I could not answer because I was in a work meeting. I called back at 11:41, left a voicemail, and still have not received a returned phone call for resolution. The number provided for me to call was **********************. It is now 4:11 pm without a follow up.
Sincerely,
*******************Business Response
Date: 09/14/2022
Thank you for your patience and understanding. Our management team was able to speak with you directly. If you need any further assistance please feel free to give us a call back.Initial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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.
Photo session was a long, long wait and hours after our appointment . We were happy with the session and thats where satisfaction ended. We were given a token, which admittedly we misplaced but I dont understand why we cant see them when we login to our account. There is a search option which was a frustrating failure. I opened a case and in a week never heard back. I called the support number and a recording said they were too busy to answer and that was it, not even an opportunity to be put on hold. So, the pictures we were hoping to cherish, albeit at very high prices, are impossibly outside our reach. I guess this is what happens when a school negotiated a sole prover; no competition leading to horrible service.Business Response
Date: 08/29/2022
Thank you for speaking with us and thank you for making us aware of the challenges you have had. We are sending your student's profile to be updated and will reach back out to you once it has been completed so you may view your student's photos. Thank you for your patience.Initial Complaint
Date:08/26/2022
Type:Product IssuesStatus: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 son has his senior pictures made with Cady, the photography company chosen by his school. They said they would send a portfolio of the pictures. The portfolio shows as shipped but was never delivered to me. I try to call them and the automated system said it would be an hour wait, so I left my number to be called back when I was next in line. It wasn't until 3 hours later that I received a call back. I could not answer because I was at work by that time. When I returned the call, the automated system stated that they were not taking any more calls due to high call volume. I was finally able to get in touch with someone the next morning and was advised that I would have to pay for the portfolio before they would fill out the lost package paperwork and send me another one. When I asked to speak with a supervisor, I was told that they would have to put in a request and one would call be back in 24 hours. I should not have to pay for something I do not have yet, especially since the company is so hard to get in touch with. Very bad customer service.Business Response
Date: 08/29/2022
Thank you for sharing your concerns with us. We have reached out to you. Please respond back to that message with a good time to reach you so we may resolve your issue. Thank you for your patience.Customer Answer
Date: 08/30/2022
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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