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

  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

• 

  Cady Studios

  10475 Fortune Pkwy Jacksonville, FL 32256-3585

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:02/12/2025

  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.

  I scheduled my son ******* to take senior pictures at Cady here in ***************, on 29-Sept-24 for the Elite session. My son told me before arriving to Cady that he didn't want extra photo only capgown and yearbook. At arrival I requested to downgrade as he Didn't want all the photo for Elite! They sent a manager to speak with us which we requested again to downgrade the Elite session he didn't want. She said that we Absolutely could not change this session so he had to go through the session which he was unhappy with. I told the manager and the photographer that I can't myself make him take the photo's he's if all he wants is yearbook than that's his decision, so what the mean lying manager should have did is downgraded that I called today spoke with a representative she was helpful, but couldn't get this issue resolved as management is so mean spirited there. She tried with different personnel to downgrade the session we didn't use hair, makeup, whatever else included. They denied the *** which she tried to downgrade and use the difference in funds as a credit to buy his photo's. My question is why is this such a issue I requested for this the day of before any photo was DONE what employee lied about is on you. The *** also informed me (she totally disagreed how we were treated lied on it was out of her control to downgrade and use the credit for photo purchases) she told me that the others thought I was lying and used the Elite session for a walk-in! Let me tell you something, I don't even know what the Heck a walk-in is or what it consists of didn't even know it existed, who in the darn universe gave your company the right to make such False allegations it's a downright disgrace and pathetic! I stated before I take lying seriously, I'm upset how we were treated than lied on per **** The names I received is ***** and ******* I believe is the photographer who no right to make a child do what photos you want, make negative lying notes, bringing up a Playstation

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to address your concerns. We have downgraded your session and you received a credit for the difference. If you need addtional support, please feel free to give our team a call or respond to our latest email. 

  Thank you! 

• Initial Complaint

  Date:02/12/2025

  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.

  My child had her senior cap and gown photos taken by this studio at *******************. I ordered the digital photos for $170.79 on Feb 7, 2025. After I placed the order, I learned that the studio took the photos of my daughter in the wrong color sash. The photos have a yellow sash, but my daughter will wear a light blue sash due to program requirements. This was not confirmed by the studio and they just assumed that each student at the school will wear the same exact sash. *** *., the customer service representative I chatted with was rude and unhelpful. I am seeking a full refund for these useless photos.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to address your concerns. If you have any additional questions please feel free to give our team a call or respond to our latest email. 

  Thank you! 

• Initial Complaint

  Date:02/10/2025

  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.

  CADY Photography is a SCAM! I booked and paid for an appt for my student to get senior pictures. At the end of the session they give you an opportunity to purchase your pictures package/DL at a discount price offer only available at that time, and will double in price the next day. I proceeded to purchase the Downloads, at that time the CADY *** advised that the cap and gown picture will not be available until Spring.I was able to DL all of the picture from the session beside the cap and gown picture that is available in the spring.On 2/7 CADY reached out through txt and email to advise the cap and gown pictures are available. I logged into my acct with ******************** to view the pictures and DL them through the previous package I purchased. The link was no longer available, so I called CADY to gain my DL link and that is when I was Advised that the cap and gown picture is another purchase of $159.99!!!!!!!! I already spent $180.00 on the original DL link to receive all of my students pictures. This is a SCAM the two totals of the DL equivalent to the original DL link. They illegally mark that you confirmed that you read the terms and conditions and were made aware of this when you booked the appointment. I did not select that I have reviewed and agree to the terms and conditions as I didnt book online, I called and booked over the phone. I asked for the recording of my phone call that shows I was informed and that I agreed to these terms and conditions, but CADY will not provide.I want all of the pictures that they took of my student during his photo session that I paid for and to be included in the picture package I already paid for!They are running a SCAM and have been doing so for years! This is not a business model this is a SCAM!

  Business Response

  Date: 02/11/2025

  Thank you for sharing your concerns. We understand how important your son's senior pictures are, and we truly value the feedback we receive from all of our clients.

  Firstly, we want to clarify that CADY aims to provide a transparent and professional experience, and we take any claims of misleading or unclear communication seriously. Our goal is always to ensure that each customer is fully informed about the services we provide.

  We apologize if there was any confusion regarding the pricing and the availability of Cap & Gown photos. When you initially booked your session, we explained that Cap & Gown photos would not be available until Spring and that they are part of a separate purchase, which was communicated as part of our booking process. We do our best to ensure all terms are clearly outlined to avoid misunderstandings.

  Regarding the availability of your original digital download package, the link you received was for your son's senior images from their session, excluding Cap & Gown photos, which was always a separate offering. While we work hard to make our packages as affordable as possible, we do offer additional photo options for those who want them.

  We also want to address your concern about the phone call and the terms and conditions. Our booking system automatically generates a confirmation of the terms during the online booking process, but if you booked by phone, we will happily review the call to ensure that all information was properly communicated. Unfortunately, we are unable to provide a recording of the call directly.

  Unfortunately we can not offer a refund for your digital images as those services have already been rendered. Please contact our customer service team directly if you have any additional questions or concerns.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22921743
  
  I am rejecting this response because: I request to review the recorded call where I was advised and agreed to the terms and conditions.. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/18/2025

  We understand the importance of resolving this issue in a fair and transparent manner. However, we regret to inform you that we are unable to provide the requested call recording. Due to our internal privacy policies and regulations regarding call recordings, we are not authorized to release this information unless it falls under specific legal requirements.

  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22921743
  
  I am rejecting this response because Please provide proof I was advised and I acknowledged said terms and conditions.

  It is illegal to mark that a consumer was notified when they in fact were not. 
  

  I was not advised that the cap and gown poses that were paid for in the original session were going to be a fee. The only information I was given about the Cap and gown photo was that the photos were going to be released in the spring, NOTHING was said about additional purchase. 
  

  I am requesting the cap and gown photo to be included in the photo package I purchased.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/09/2025

  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.

  Deceptive practices. They shipped a portfolio to me that I did not request and then charged my card on file. I am requesting a refund ASAP. If they want the portfolio back, they are welcome to send someone to pick it up. It does not fit in my mail box and I am not going out of my way to return something I did not request.

  Business Response

  Date: 02/10/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize that our services did not meet your expectations. At CADY, we strive to exceed the expectations of each of our clients, and we greatly value your feedback.

  As outlined in our Terms and Conditions, which you reviewed and signed at the time of booking your session, our portfolio policy is clearly detailed. Additionally, we take the time to explain this policy in person during the checkout process at our studio or at your school.

  Upon receiving your portfolio, you were provided with a document outlining your options, including the steps for purchasing or returning the portfolio. A prepaid return label was also included to facilitate the return process. We followed up with emails and SMS notifications to ensure you were aware of these options.

  Please note, as per our policy, we are happy to issue a refund once the portfolio has been returned. If you require further assistance, please do not hesitate to contact our customer service team at ************ or reply to our most recent email.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22918903
  
  I am rejecting this response because I clearly stated to your associates that I was not interested and that I only wanted what was required of for the school. I mentioned i was not interested in any products and yet you still sent unwanted products. Furthermore, I reached out to your customer service before you charged me and was told this was resolved and you still charged me anyway. Your company is very deceptive and numerous parents have issues with it. I'm not sure why our schools keeps allowing your  company for this service because clearly so many of us are unhappy with using you. You are a very deceptive company. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/10/2025

  We apologize once again for any miss understanding. As we said in our previous message, if the portfolio is returned, we will issue a full refund. If you need additional assistance please feel free to reach out to our support team. 

• Initial Complaint

  Date:01/31/2025

  Type:Order 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.

  Booked and completed a senior photo session at the cost of around $350. Free senior year book pictures photo was to be included as it states on the site. About 2 months later was the presentation. The only way I could get a copy of the senior photo was to purchase an expensive package, starting at around $400 and going up to $2000. You have to spend almost $500 just to get one digital picture and this does not include any senior pictures. You have to spend almost $2000 to get access to the senior pictures. I also had to pay an additional $25 for the privilege of attending the presentation session only to learn of the incredibly misleading and outrageous scam. So essentially Ive paid almost $400 for the privilege of a senior picture my which Ill only have access to through purchasing the school yearbook unless I pay over $1000 for a package. Also, during the presentation , I wanted to speak with someone who could clearly under understand my frustration at this situation. The assistant manager states this issue is constant and they experience overwhelming client frustration with this bait and switch nonsense. She began with the you should have read the *** nonsense, which you know people do not read that fine print. She also states someone went over it with us at the start of our Elite Session. Not one person did so at any time. We were ushered in and the prepping of makeup and hair and explanation for photo sites began. I will say that the staff were gracious and polite and our photographer was excellent . Cady was the only option contracted with the highschool to get senior photos.

  Business Response

  Date: 02/03/2025

  Thank you for your feedback. We understand your frustration and would like to clarify our policies. As stated on our website and in the Terms and Conditions, the two free digital images with the Elite Session are available when an eligible package is purchased (Elite Package 1 or higher). This information is clearly outlined at the time of booking.

  Regarding the session fees, our Terms and Conditions, which were agreed to prior to booking, state that all session fees are non-refundable. We regret any misunderstanding, but we must adhere to the policy outlined in the agreement as services have already been rendered.

  For your reference, we have attached a copy of the signed Terms and Conditions, as well as screenshots from our booking website showing the details of the free digital promotion.

  Thank you for your understanding.

• Initial Complaint

  Date:01/31/2025

  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.

  Cady studios is used to take senior photos at ********************. In August ****************************************************************** the yearbook, they were required to book a session through Cady Studios. Based on this information we proceeded with purchasing a session for my daughter to ensure her inclusion in the yearbook. We purchased their elite package which totaled around ****** dollars. However on January 29 2025 we were informed that Cady Studio would be offering free sessions on January 31 2025 for students to take senior photos for the yearbook. This directly contradicts the information provided earlier, as it was stated that booking a paid session was necessary for inclusion in the yearbook. Given this discrepancy it is evident that parents were misled into believing that payment was required when in fact a free option was being made at a later date. I do understand that Cady has a no refund policy however the circumstances are exceptional. The initial communication was misleading and led to unnecessary financial commitment on my part. In light of of this I respectfully request a refund for the session I purchased as I would not have paid for a session had the availability of free sessions been disclosed upfront.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out to us. We understand your concern, and wed like to clarify our position.
  
  As stated in the Terms and Conditions that were signed at the time of booking, all sales are final once services have been rendered. This includes our senior photo sessions, which are carefully planned and completed to provide the best possible experience for all students/clients.
  
  The decision to proceed with a paid session was made with the understanding that all fees were non-refundable once the session took place, as outlined in the agreement.
  
  For your convenience, we have attached a copy of the signed Terms and Conditions. We value your business and are sorry for any misunderstanding, but as outlined in the agreement, we must adhere to our no-refund policy, and a refund for the session cannot be offered.
  
  If you have any other questions, please feel free to reach out. Thank you. 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22881199
  
  I am rejecting this response because: the company provides misleading and unfair practices. The company gives no choice to the customers but not offering the free option of taking photos until the day before pictures are due making all others pay for a service that would be offered for free. Your product was falsely advertised from the beginning you make parents pay for photos when you offer a free session the day before the deadline. I will also be reporting to the ********************* as well. I just want a refund of the initial booking session fee and according to the multiple complaints filed through the better business bureau this company definitely gives misleading and deceptive information to sell the products from the beginning. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/10/2025

  We sincerely apologize for any misunderstanding or frustration you may have experienced. Our goal is always to provide a positive experience for all of our customers, and we regret that this was not the case in your situation.

  Regarding your request for a refund of the initial booking session fee, we regret to inform you that, as stated in our terms and conditions, the booking fee is non-refundable. This is standard practice and was clearly outlined during the booking process.

  If you have any further questions or concerns, please don't hesitate to contact our team directly.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22881199
  
  I am rejecting this response because: this is a misleading company who states that seniors are obligated to take senior photos to be included in the yearbook and than a day before the deadline to be included in the yearbook the company makes it free. I will be contacting the board of education about my concerns and also filing a complaint against this company with consumer protection. I just want my refund if my student could have taken the same cap and gown pictures that others are taking for free with the exact same company. Cady studios are misleading and its a shame to deceive senior parents to make them pay for a session that they knew would be offered for free later in the year. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/16/2025

  Type:Order 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 signed up for a senior package, including digital touchup and a black-and-white option. I was sent a large portfolio that I did not ask that I will be returning. My 50+ dollars that I paid for including the artistic touches on the photos, did not include a digital or physical print and only a photo session. Why would I be paying for digital enhancement and a black-and-white option? If there are no photos included in the $50 plus package that I paid for. This was unclear in the documentation presented to the parent and is deceitful.

  Business Response

  Date: 01/17/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any misunderstandings regarding our portfolio and session policies. To help clarify, we have attached screenshots from our booking website, as well as the Terms and Conditions that were agreed upon at the time of booking.

  We also acknowledge that you have already returned the portfolio, and we can confirm that no charges will be applied, as the return was made within the requested timeframe.

  We appreciate your feedback and are committed to ensuring a positive experience moving forward. Please feel free to contact us if you have any further questions or concerns.

• Initial Complaint

  Date:01/03/2025

  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 have 3 children at the same high school, 2 seniors and a freshman. The seniors had their senior pictures taken, as did my freshmen. When it came time to order the pictures, there is no option for a digital-only package for seniors, only underclassmen. The price for seniors is double the other price and all you receive with that package is 3 photos. I contacted customer service to find out if there is a digital-only option for seniors. I was told no, you have to buy 3 photos with the digital option and they do not offer a digital-only package.This is clearly price gouging for the parents of seniors. I know I can't control the costs, as absurdly overpriced as they are, but the options should be the same for seniors as for underclassmen if we are ordering the same product.

  Business Response

  Date: 01/09/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or inconvenience you've experienced during the ordering process. We do offer a digital-only package; however, it is an all-digital package that includes access to all the images from your child's photo session. At this time, we do not offer a digital-only option for individual senior photos.

  We understand your concern regarding the price differences between senior and underclassmen packages. Senior portraits typically involve a wider range of services and options, such as enhanced retouching, personalized photo sessions, and more complex logistics, which contribute to the higher cost. Additionally, underclassmen typically take a single photo during their schools picture day, which is why we offer the option to download just one digital image. Seniors, on the other hand, typically take between ******+ photos during their session, which requires a different package structure.

  We appreciate your feedback and are always looking for ways to improve our offerings. While we are unable to make changes to the current package structure at this time, we remain committed to providing high-quality photography products and services to meet the needs of all of our customers.

  Thank you for your understanding. If you have any further questions or need assistance with your order, please don't hesitate to contact our customer service team directly.

  
  

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22761900
  
  I am rejecting this response because:

  While I understand that Cady OFFERS certain services that impact the cost, we DID NOT UTILIZE any of the services.  . 

  I would like to focus on this section of their response, " Senior portraits typically involve a wider range of services and options, such as enhanced retouching,personalized photo sessions, and more complex logistics, which contribute to the higher cost. Additionally, underclassmen typically take a single photo during their schools picture day, which is why we offer the option to download just one digital image. Seniors, on the other hand, typically take between ******+ photos during their session, which requires a different package structure." 

  Again, we did take advantage of any of the wider services or options.  These students also took their photos during the school day and only took ONE image.  They used the same drop cloth dress and tuxedo top that is shared by every student and that was the only photo they took.  As far as I can tell, aside from the drop cloth, there is no difference between this senior photo and the underclassman photo.  

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/09/2025

  Your senior session included 5 traditional yearbook images and 8 cap-and-gown photos, which are taken alongside the senior portraits for your convenience but are typically released in the spring, closer to graduation. Unlike underclassmen photos, CADY provides wardrobe for both the traditional yearbook and cap-and-gown sessions.

  We truly appreciate your feedback. However, at this time, we do not offer a single digital download purchase option. If you are interested in purchasing one of the available packages, you may do so online, or feel free to contact our team for assistance.

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, ******* ****** of *********************** had his senior pictures taken at the Cady Studio On November 22, 2024. We finally received his "folio" after I called looking for it and at that time I was concerned because the website only showed about half of his photos. They assured me that all the photos would come to my house. They did not - I called again and they had me send a photo of my "folio" via e-mail, to prove I did not receive all the photos. Then I was told I would receive all the photos when I spoke with them on December 13th. I have not received anything. I am frustrated and disappointed that I have called and called and e-mailed and still have not seen my son's pictures. At this point, I just want a refund.

  Business Response

  Date: 01/17/2025

  Thank you for reaching out and voicing your concerns. Our team has been in direct contact with you. Below is our last email that was sent. If you have any other questions or concerns. Please respond to our email or give our team a call. Thank you! 

   

  Email to ******* ****** on 1/15/2025

  I hope this message finds you well. I am writing to extend our sincerest apologies for the challenges you experienced during the process of viewing your portfolio and the delays that occurred. We deeply regret any inconvenience this may have caused and appreciate your patience and understanding.
   
  As discussed in our previous conversations, the portfolio process is designed for viewing purposes, allowing you to carefully consider your options before making a decision. To ensure you have adequate time, we have extended your decision deadline to March 15th. We hope this extension provides the flexibility needed to make your choice comfortably.
   
  While we understand your frustration, we are unable to offer a refund for your session. However, as a gesture of goodwill and to express our commitment to your satisfaction, we will be sending you a $50 CADY gift card. This can be used toward the purchase of your portfolio should you decide to proceed. If you decide to purchase the portfolio, please keep the outdoor prints that we have sent you and we will send you the remainder or the portfolio and prints.
   
  Additionally, if you are not completely satisfied with the images, we would be more than happy to arrange a retake session for you. Our team is fully committed to ensuring that you are pleased with the final results, and we will gladly accommodate your needs to achieve this.
   
  However if neither of the options are appealing to you, I have attached a prepaid shipping label to this email for you to return the additional prints from your portfolio. 
   
  Thank you for bringing your concerns to our attention. Your feedback is invaluable in helping us improve our processes and customer experience. Please do not hesitate to reach out if you have any further questions or require assistance. We look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22749749
  
  I am rejecting this response because: They have not done what they say in the e-mail. They never sent the gift card. They say I have until March, but they e-mail me everyday telling me to make a decision.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/17/2025

  For your convenience, here is the promo code associated with your gift card: 
   
  Code: CRDCSANN
   
  This can be used directly on our website should you have difficulty locating the original email containing the gift card.
   
  If there is anything further we can assist you with or if you have any additional concerns, please do not hesitate to contact us. We truly value your patience and understanding as we work to address this matter.
   
  Thank you for giving us the opportunity to make things right.

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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.

  On 11/02/2024 I took my daughter to Cady studio where we paid $200 for a sitting fee. We were not told the session was going to be 4 hours long at any point. We had to leave half way through so did not get to finish our session. They said no refunds and no discounts. Okay That is fine. When we received the photos, my daughter only likes a couple. We are now being told that we can not order them. We HAVE to pay for one of the over priced packages that we do not want. All we want is to order the few pictures that we like. Most of the pictures are horrible. This whole expierance has been a complete nightmare.

  Business Response

  Date: 11/29/2024

  We appreciate your feedback and thank you for reaching out. Our Customer Experience Team has been in contact with you regarding your request. While we understand that you were seeking to purchase only a small number of digital images, our current offerings include a selection of packages that feature both prints and digital files, or a full digital package.

  We have already provided a link to allow you to view and purchase one of these options online. If you have additional questions or need further clarification, please dont hesitate to respond to our most recent email or contact our team by phone.

  We appreciate your understanding and look forward to assisting you further if you need it.

  Thank you! 

  Customer Answer

  Date: 11/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will have to be okay. They are not willing to accept what they have done or offer any solution except the original one. I do not want to keep fighting it.  Just except it as a waste of time and money. 
  
  Sincerely,
  
  ***** ********