Business Profile

Photographer

Cady

This 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 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.

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,

***** ********
Initial Complaint
Date:10/22/2024
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.
On October 20, 2024 I took my son to get his Sr ****** done. At this point I had already paid $89 for the time it takes to take the ******. They asked if I would consent to his ****** being used for marketing I said no and I feel like what happens next is retaliation. At check out they said if I buy ALL of the digital ****** now I could save $50. Ok that sounds fine. We use digital picture frames so having the digital copies is best. They never disclosed that it would not include the cap and gown ****** the main reason I wanted these was for the cap and gown ******. And I even told her that I was looking forward to them. Never said a word. I had to find out later. And then when they finally uploaded the ****** the digital I already paid for are unavailable until I buy more packages from them. They keep tacking on more charges that we can not afford. I want a full refund. To add insult to injury the ****** they did are absolutely terrible. They did not even try. A couple came out ok.
Business Response
Date: 10/31/2024
Thank you for reaching out and voicing your concerns. We take Cap & Gown images at all our Senior sessions for your convenience but they are not included in your Senior image order. They will be released and available for purchase in the spring closer to Graduation. As you have shown in your screenshots, Cap & Gown images are not included in any senior orders. We've attached your terms and conditions that you've signed at the time of booking your session. Highlighted in pink, it also calls out that Cap & Gown images are not released at the same time as your senior portraits. We have also attached a screenshot from our prepaid page showing the same information. We are not able to refund your digital prepaid order as services have already been rendered and it's against our policies to refund any digital orders placed. However, we are sad to hear you are not happy with your images. We do offer complimentary retakes. If you'd like to schedule a retake session, please visit your account dashboard and go to the "Events Tab" from there you can schedule a retake session for your son. If you have any other questions or concerns, please feel free to give our team a call at ************.
Initial Complaint
Date:10/15/2024
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.
July ******* and September 13, 2024 ****** and ***** I paid a sitting fee of ****** plus tax. This company did nothing to explain that there was a cheaper option for just a year book photo. They held one digital image over my head so that I would come in for a presentation to strong arm me into buying $1000.00 worth of photos. I received a phone call after canceling the first presentation due to illness. During the phone call the *** would not give me a straight answer to my questions. This was a red flag. They charged my son a ***** fee after his pictures for a presentation fee. Since the presentation is not taking place I called for a refund. The *** on the phone had no idea about anything put me on hold for 6 minutes to then pick up the phone and state that my money is gone. I asked to speak with a Supervisor and was told there were none on shift. That was not a surprise to me. Very misleading business practices. I am glad I did more research before buying an actual package from this company. I will be making sure everyone else is informed of this terrible business and their manipulation.
Business Response
Date: 10/21/2024
Thank you for reaching out and voicing your concerns. Our team has tried to get in contact with you to set up a time to personally directly address your concerns. Please respond to our latest email at your earliest convenience or feel free to give us a call at ************. We hope to hear from you soon!
Customer Answer
Date: 10/21/2024

Complaint: 22426705

I am rejecting this response because: no one has tried to reach out to me to address my concern. I called the business myself and there is no supervisor was the reply I received from the customer service rep.

Sincerely,

****** ********
Business Response
Date: 10/21/2024
Please check your spam folder, our team has tried to email you to set up a call.
Initial Complaint
Date:10/06/2024
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.
We were sent a coupon for a $100 off it doesnt state how much we had to send just as long as we purchased within 30 days of them taking his pictures they took them on the 8th of September we went back today the 6th of October and we were told that we would have to purchase certain packages to use the coupon we were totally lied to the person that was helping us stated that they dont know why they send the coupons out without that information on them we would have to call customer service they deal with that not him
Business Response
Date: 10/07/2024
Thanks for reaching out and voicing your concerns! We're sorry if there was any confusion with our ??$100 Credit Towards Collections. We've attached some screenshots of our booking site. We do call out that the credit goes towards collections. If you'd like to take advantage of your $100 credit towards a collection or have any additional questions, please feel free to reach out to our team.
Customer Answer
Date: 10/09/2024

Complaint: 22386869

I am rejecting this response because:

We were there for our session within the 30 day timeframe and told that we couldn’t use our $100 coupon that’s our complaint because everything that we were told was incorrect his session was September 098,2024 our appointment was October 06,2024 so we were within our 30 timeframe we were ready to order and were told that the coupon wasn’t valid

Sincerely,

Susan Treadway
Business Response
Date: 10/09/2024
In your original complaint to the Better Business Bureau, you stated, "we were told that we would have to purchase certain packages to use the coupon." Please note that the $100 credit is applicable only to Collections and cannot be used toward lower-valued packages. We have provided a screenshot highlighting this information on our booking website. If you would like to place an order for one of our Collections and utilize your $100 credit, our team would be pleased to assist you. However, we regret to inform you that the credit cannot be applied to the original package you intended to order, as outlined in our terms and conditions.
Initial Complaint
Date:09/24/2024
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 sons school only uses Cady studios for pictures. Arrangements were made for a senior photo shoot where we paid extra for various backgrounds. We paid all fees and I made it clear to the cashier we would not be purchasing anything until seeing the proofs in email. The pictures were almost completely awful and seemed to be amateur level. We chose not to purchase. Months later I was hit with a charge for $235 on my bank account for **********************. I called to dispute and they stated they sent a portfolio out of a courtesy. I did not ask for this and did not intend to purchase this as I stated in the studio at the time of the photo shoot. How are they allowed to send items that they were told that were unwanted and would not be purchased, and then freely charge my account to cover said items. I did not and do not want anything from this company but they have been allowed to basically steal money from my bank account at will. This unauthorized charge is most likely going to affect my other bank transactions and cause fees and overdrafts since this account is o only used for certain things and typically only has the money needed for those transactions.
Business Response
Date: 10/01/2024
Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. You received emails that go over your purchasing options for your portfolio as well. Also, we've attached a screenshot of where you have to click your acknowledgement of our portfolio policy on our booking website to consent to our terms and conditions. If you'd like to return your portfolio to receive a refund, you may do so at your earliest convenience. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.
Initial Complaint
Date:09/13/2024
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.
Booked Most Popular senior session on 5/8/24 for $129. We completed the session and went in for our picture review. We were presented the "Most Popular" package options which ranged from $179 for 1 pose, 4 sheets either 5x7 or 4x5. The next package was 2 poses for $289 (8 sheets), 3 poses for $399 (15 sheets), 8 poses for $549 (18 sheets), the Bronze Collection package ($999), the Silver Collection ($1399), Gold Collection (1699) or, we could purchase all digital images on a flash drive for $799. Someone who purchased the basic senior session ($30) is able to purchase a digital download of 11 images with the copyright release, for $179. When asked if that was on option for me to purchase, I was told "no, because we took more pictures and you purchased the most popular session, that isn't an option." I called Cady and requested to speak with a manager. I was told a manager would return my call within ***** hours. ****** returned my call about 36 hrs later. When speaking to her, I asked her why I was unable to purchase the same options as someone who purchased a less expensive package and was told "because we took more pictures and we aren't free ***** photographers". I asked her if it was expected that I spend more money on pictures just because I spent more on the session and she replied "yes ma'am". I told her the dilemma of choosing 11 images to download should be my problem, understanding that I would have more images than others to choose from. There is no explanation of the package pricing or details on their website and certainly nothing stating that if you spend more on a larger session, you will have significantly more expensive and less purchase options than someone who spends $30 on a basic session. Schools force us to use them for our senior pictures in order to have a picture in the school yearbook. It is the only option we are given for the "traditional" senior and cap/gown pictures. They are taking advantage of sentimental moments and scamming us!
Business Response
Date: 09/23/2024
Thank you for reaching out and sharing your concerns. We genuinely appreciate your feedback. We strive to offer a variety of packages to accommodate different needs and budgets. Our team has been in contact with you and has offered a complimentary portfolio with any package purchase as a gesture of good faith. If you have any other concerns or questions, please feel free to reach out to our customer experience team by phone or simplify respond to our latest email. We hope to hear from you soon to assist with any of our ordering needs. Thank you!
Customer Answer
Date: 09/23/2024

Complaint: 22281002

I am rejecting this response because:
It is not the resolution I requested. And, in order to receive this complimentary portfolio, I am still required to go back into the studio and purchase a package. I am told that, again, because of the package I purchased, I do not have an option to purchase or view the pictures through the online account. I am asking for 11 images of my choice by. digital download with copyright release as others can purchase.
Sincerely,

****** **********
Business Response
Date: 09/24/2024
Unfortunately, we do not offer an option to purchase 11 digital download images of your choice. We offered a complimentary portfolio with any package purchase. If you're ready to place an order, please feel free to reach out to our team so we can help assist with processing your order with your free portfolio.
Customer Answer
Date: 09/28/2024

Complaint: 22281002

I am rejecting this response because: the option to purchase all images via digital download is available for someone who purchased the basic package. I personally know several people who have had that option. I should not be expected to spend more money on pictures just because I already spent more on a sitting fee than someone else. Thats exactly what you expect..and your pricing and options are not transparent on your website when you book. I want an option to purchase digital downloads with full release that is made to others.

Sincerely,

****** **********
Business Response
Date: 10/01/2024
Our pricing is based on session type and how many images are captured at each session. Your Most Popular session came with enhanced retouching and ***** finalized images. Our most basic session types do not have additional retouching added and come with significantly fewer images to purchase. Our digital download package would come with all of your digital images which is why it would cost more. You have more images and have enchanted retouching that has already been added to your images. We do not offer a package where you can choose as many or as little digital images as you want. We offer a package with all your digitals or some of our smaller package options come with 1-3 digitals of your choice. If you'd like to purchase one of our packages that we actually offer please feel free to reach out to our team so we can assist.
Customer Answer
Date: 10/01/2024

Complaint: 22281002

I am rejecting this response because i am aware more pictures were taken and more time was taken. I paid more for that session to get those extra pictures so you have already been paid for those efforts. Your package options and pricing are not clearly explained when you purchase the packages so no one would know they are expected to pay way more than other package options when booking. That is the part I am most upset about! Its a scam!!! Let me have the dilemma of choosing the 11 images that I would like to purchase for $179. $799 for a flash drive is unreasonable! You should allow your customers to choose what they can afford instead of only offering them certain things based upon how much they have already spent! Everyone should have the same options regardless of the amount they spend on the sitting fee!

Sincerely,

****** **********
Initial Complaint
Date:09/10/2024
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 placed the order for my son's senior portrait sitting fee on 5/28/24. I selected ****** as my payment method and at the end of the transaction received a notification that the payment method was not authorized. At that point I changed the payment to ********** and paid. A little while later I received a notification from ****** that my charge was pending - so both ****** and my mastercard were charged. I chatted with Cady the next day (5/29) and the gentleman saw both charges and asked me which I would like refunded. I asked him to refund the mastercard, which he did. The ****** charge cleared a different account and all was well... or so I thought. The remainder of the summer I received reminders for the August 3rd sitting fee from Cady. My son went and sat for his photos on August 3 with no issues. Today, Sept 10, I chatted with Cady asking when to expect to be able to view my proofs and they are insistant that I haven't paid for them. I have sent them screenshots of both the ****** cleared payment and the ********** cleared payment, as well as the cleared Mastercard refund - which equates to only one payment. **************** agent UMA has been extremely rude... saying things to me like "As I already told you..." She also told me to check with my bank on several occasions after I told her that I had already checked and was sending her the screenshots and proofs of payment. I have spent hours now trying to resolve a $29 error and they are adamant that they cannot help me and I have to pay again. I am absolutely disgusted - to the point that I am now spending the time to place this complaint for a $29 charge. They are thieves and their customer service agents lack in reading skills and good manners. I want the proofs that I paid for in May.
Business Response
Date: 09/18/2024
Thank you for reaching out and voicing your concerns. Our team has been in direct contact with you to address your concerns. If you have any other questions, please feel free to respond to their latest email or give our team a call.
Customer Answer
Date: 09/18/2024

Complaint: 22267436

I am rejecting this response because I have not yet received the product ordered. The company has been in communication and says they are working towards the solution and I should have the proofs soon - but to this point I still have not received them.

Sincerely,

Summer ***********
Business Response
Date: 09/18/2024
Yes, like we stated in our previous email, your replacement is in production and we will follow up by email with tracking once it becomes available. If you have any additional questions please feel free to respond to our latest email or give our team a call.
Initial Complaint
Date:09/06/2024
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.
HAVE PUT IN NUMEROUS REQUESTS AND COMPLAINTS TO SPEAK TO A SUPERVISOR REGARDING THE PORTFOLIO I PAID FOR. I PAID ADDITIONAL FEES FOR RETOUCHED PHOTOS. THEY HAVE NOT SENT THE DIGITAL PHOTOS. THEY SENT INCORRECT PHOTOS IN THE PORTFOLIO AND NOW ARE TELLING ME THAT IM RESPONSIBLE FOR SENDING BACK THE PORTFOLIO THROUGH *** WHEN ALL I WANT IS THEM TO SEND ME THE CORRECT PHOTOS THAT IVE ALREADY PAID FOR. I CALLED SEVERAL TIMES AND WAS REASSURED THIS WOULDNT HAPPEN. EVERY TIME I SUBMIT A TICKET ON THE WEBSIT THEY SAY THE REQUEST IS CLOSED AND COMPLETED. I CANT EVEN GET SOMEONE TO ALL ME BACK. RIDICULOUS AFTER EVERYTHING IVE PAID. THEY HAD NO PROBLEM COLLECTING MY MONEY.
Business Response
Date: 09/11/2024
Thanks for reaching out and voicing your concerns. Our team has been in contact with you to address your concerns. Please respond to their latest email or feel free to give them a call if you have any other questions.
Initial Complaint
Date:08/30/2024
Type:Service or Repair 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 most popular session photo session for $129 that is scheduled for 09/21 that I would like to cancel and get a refund. I e-mailed Cady Studios and called their customer service and they have not been able to resolve this request.
Business Response
Date: 09/03/2024
Thanks for reaching out, Mlada. Our team has been in direct contact with you and processed your refund. If you have any additional questions, please feel free to give us a call or respond to our latest email.
Customer Answer
Date: 09/03/2024

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,

Mlada Kamenshchik
Initial Complaint
Date:08/13/2024
Type:Sales and Advertising 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 book my daughters senior photo session at Cady studios in *******, ** however the website is not transparent on the prices for the picture packages for the selected sitting fees. For example, the sitting fees were advertised, however they do not tell you the price of the picture packages that come with the sitting fees. This is false advertisement as this information was not advertised on their website nor was I informed this information when I came in the studio to for my daughters session. You are only informed of the picture prices after the session was completed. In conclusion, my options were limited due to false advertisement. I was only made aware of the prices of the picture packages are different depending on the sitting fees after speaking with other parents that have also complained about Cadys false advertisement and non transparency. I requested to speak with a manager to inform them of the issue the specific package of my interest. Although they admitted that their website is very confusing and understood my frustration of the non transparency of the picture packages, they were unable to honor my specific request of the package I requested as it was not linked to the sitting fee I purchased. I told the manager If the advertisement was transparent and I was properly informed of the available options, then I would be able to make an informed decision. However, this was not done. I was also told that their computer system does not allow them to pick the package of my interest. I also told them I should not be confined to what their computer system allows them especially this an issue of false advertisement. I said there is always a way of overriding the system with a certain of approval. After the conversation, I requested the contact information for corporate and the presentation was rescheduled.
Business Response
Date: 08/16/2024
Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you. if you have any other questions, please feel free to give them a call or respond to their latest email. Thank you!

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Cady is NOT a BBB Accredited Business.