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 Studios LLC

  995 W Kennedy Blvd Ste 46 Lockhart, FL 32810

• 

  Cady Studios

  10475 Fortune Pkwy Jacksonville, FL 32256-3585

• 

  CADY

  2201 Crownpoint Executive Dr Ste E Charlotte, NC 28227

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:08/11/2024

  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.

  I took my daughter to take her high school pictures last Sunday August 4th. When we returned, we realized we had left one of her clothes she brought for her shoot at the studio. The next day, I contacted CADY and they told me that they would file a ticket for the issue. Our location we went to in ******* closed the ticket on Friday, yet left no explanation whether the issue had been resolved. For that reason, the miscommunication has left me very disappointed and frustrated as I did not even recieve a call back.

  Business Response

  Date: 08/13/2024

  Thank you for reaching out and voicing your concerns. Our team has been in direct contact with you to better assist. Please feel free to give us a call back or respond to our latest email. Thank you! 

• Initial Complaint

  Date:07/31/2024

  Type:Delivery 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.

  Placed an order for two 5x7 photos of my son. I only wanted the photos and no additional products or services. After checking out I saw on my email receipt that they automatically added on a fee of $14.99 for artist touch up/retouching. I DID NOT WANT THIS OR SELECT THIS! I immediately within minutes reached out to their customer service to ask for the order to be corrected because I did not select that option. I was told they could not. Not only did I not want to be charged extra but I did not want them to touch up the photos. I do not think businesses should sneak in extra charges by making a customer unselect something versus adding to cart.

  Business Response

  Date: 07/31/2024

  Thanks for reaching out and voicing your concerns. Our management team has tried reaching you by phone and email. Please respond to their call or email at your earliest convenience so they can better assist with your concerns. Thank you! 

  Business Response

  Date: 08/01/2024

  We have been trying to reach you by phone and email to address your concerns. Please respond at your earliest connivence. We hope to hear from you soon!  

• Initial Complaint

  Date:07/15/2024

  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.

  My daughter used CADY for her senior photos as mandated by her school. The location at ****************************************************** uses deceptive sales practices. The website states that base packages offered start at $199.00 and that individual prints may be purchased, we were told by the sales rep that individual prints are not available and that pictures must be purchased in packages or via digital copies only. The difference is about $1500.00 in minimum charges. In addition the phot shoot that we purchased was to come with a minimum of 95 pictures ranging to 105 photos, per their website. We after purchasing the digital option at ******* were only given 89 photos. The receipt that was emailed is a blank email with only the study phone number.

  Business Response

  Date: 07/23/2024

  Thank you for reaching out and voicing your concerns. We are sad to hear you're not happy with our services. Our management team has been in direct contact with you to address your concerns. If you have any other additional questions please feel free to reach out to us by phone or email. Thank you! 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21990577
  
  I am rejecting this response because: they still havent sent the corrected digital image to correct the non legible school logo on the cap and gown photo.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/05/2024

  The images were edited and updated. We have been in contact and you have informed our team that you're satisfied with the edits. If you have any other questions please feel free to reach out to our team by phone or email. Thank you! 

  Customer Answer

  Date: 08/05/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  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.

  July 9th had a senior session and was sold a digital upgrade to include all the photos in the session. Paid $135 to upgrade. Was sent digital uploads of just five photos per scene for a total of 10 photos chosen by Cady and not by me. Was presented that we received all the photos digitally and to "do it now" otherwise we couldn't have licensing rights and the cost would go up drastically later. Typical used car salesman tactics. I really liked some of the photos and thought it would be nice to have them and print them on my own. Shocked to only get five and not great poses at that from that scene. I filed a request to get the others and they closed it "successfully" by telling me they couldn't solve that way and I had to call. I called and they said that I had to know which photo I wanted to swap out. This didn't address my comment that I was told I got ALL the photos from the session and how could I know which pose since no cameras or phones are allowed in the studio and I thought I was getting all of them?I want to get what I was promised in terms of all the photos or I want reimbursement for the cost of the digital package.

  Business Response

  Date: 07/17/2024

  Thank you for reaching out and voicing your concerns. We hate to hear you're unhappy with our services. Our management team has been in direct contact with you to better assist. If you have any other questions please feel free to reach out to them by phone or email. Thank you! 

• Initial Complaint

  Date:07/03/2024

  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.

  The website hasnt been working at all for a month and Ive been trying to access my senior photos so I can submit it for my schools yearbook but it keeps popping up with Your access has been limited by the owner and I dont know what to do.

  Business Response

  Date: 07/03/2024

  Hello ****,

  Thanks for reaching out. You just had your senior session with us on 7/2/24. As of today is 7/3/24, your images are still being edited by our team and this process can take up to 21 days from your original session date. Once they are completed, you will receive an email letting you know it's time to view your photos. At that time, you can also choose your yearbook photo by logging into your account dashboard at cady.com/login. If you have any other questions or concerns please feel free to reach out to our support team at ************.

• Initial Complaint

  Date:06/21/2024

  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.

  Scam! And deceitful ! Stay away. Took my daughter to take senior and cap and gown pictures. At the end of her session I paid for a digital package and was told I would receive ALL of the photos taken at the session. I was told the senior pics would arrive at a later that day and the ********** pictures would be available at a later date (after graduation) due to schools not wanting them to circulate online. However after graduation I received another link prompting me to pay for a completely different package and a host of additional stuff. The person who checked us out was very deceitful. This place in general takes advantages of families. Had I know this was the case I would have arranged for pictures somewhere else.

  Business Response

  Date: 06/21/2024

  Hello *******************, thank you for reaching out and voicing your concerns. We apologize you're not happy with your order. Cap & Gown portraits are not included in any Senior Portrait purchase. We've attached the terms and conditions that you signed on 8/21/23. We've also attached a screenshot of our website where it states this information again. If you'd like to speak with our team or have any additional questions please feel free to give us a call at ************. Thank you! 

• Initial Complaint

  Date:05/20/2024

  Type:Delivery 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 ordered a cap and gown picture package from this company. Immediately after I submitted the order I realized I picked the wrong one. The customer service told me that pictures take weeks to come in and my sons graduation is this week. I wanted the digital download pictures and the video. She said I would have those soon in an email and she would submit my request to change to the packet that did not include the printed pictures. She said she would call me back. I was charged for the full package with printed pictures. I received an email for the video and digital pictures. There is a video but no digital download of pictures I have tried it on my phone, a desktop, and a laptop. I received an email that production started on the printed pictures. I told the customer service person that I needed pictures this weekend and the digital package is what I wanted. They were closed when I called back. I have emailed, texted, sent an Instagram message, and filled out a complaint form online. Both packages included downloaded digital pictures both I did not receive them as promised. The email says download images but I can only download the video.

  Business Response

  Date: 05/21/2024

  Thank you for reaching out and voicing your concerns! Our team has been in direct contact with you to address your concerns. If you need to speak with a CADY representative please respond to our latest email or feel free to give our team a call at ************. 

• Initial Complaint

  Date:05/02/2024

  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.

  In September 2023, my special needs daughter, who attends ***************************, received marketing materials from Cady for senior pictures. The initially attractive pricing led us to move forward with the photo session. We made significant investments in outfits and makeup for this special day. Unfortunately, the experience was far from what we expected. Upon arrival, we faced an unorganized and unprofessional environment. The dressing rooms were particularly unsafe, featuring unmounted mirrors that fell and caused my daughter pain and discomfort. Despite reporting this incident to the photographer and a sales agent, no official report was documented.I have reached out to several individuals involved and received inconsistent responses. Moreover, the pricing strategies felt deceptive, akin to bait-and-switch tactics, which are illegal. I have filed a complaint with the State of Georgia and the ************** of ********* and am currently consulting with my attorney.I urge caution when considering doing business with this company, as their practices seem fraudulent.I want a full refund and a digital copy of all the pictures that were taken.

  Business Response

  Date: 05/09/2024

  Thank you for reaching out and voicing your concerns. Our management team has been trying to reach you since February. We have left several voicemails, text messages, and emails that we have documented. We would love to speak with you about your experience and have been trying to reach you for some time now. Please feel free to give us a call back or respond to our latest text or email at your earliest convenience. Thank you! 

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 the premiere package for my sons senior photos. The package has an option of go anywhere( with in 45 min) I picked a location 25 min and they said we cant go there. I settled for a second choice. The package for 400 came with hair/makeup since my son didnt need that they told me they would give me a discount. They didnt. Got the pictures back and they were horrible and so much touch up. I asked if they could tone it down. They said yes and would be in touch. After 2 weeks I called as they never did, and went back in for the second time. They still had way too much make up on the photos. The agent even agreed with me. So, then they said they said in a week they would have them ready. I asked to have a zoom call as I did not want to go back in. 2 weeks passed no reply. I called and they said to come back in. I didnt want to, but my Husband and I did. Finally they looked normal. I was told by the manager ******* that if I ordered package 1 for 199 that she would give us the album for all the trouble we had. So we spent an hour picking out the pictures( which they said they already had just needed to pick cover and back) I asked to review the 27 photos and she said oh we dont have them selected. So, we left and was told it would be mailed in a week. Well, a few days later ****** the manager who knew how upset I was made things worse. He said could not find the notes about the album for my troubles. I said well just ask ******* she told me.he said she is no longer working here. He was SO rude and did nothing for me. No album no nothing. He also told me I would get 5 digital photos I got 3. He did nothing about this. Also time to order cap and gown. They did not have the current gown and year for my sons school. I asked if they could re do that. She said I could just take the picture myself at Graduation. They have been so rude, unprofessional, and made a special memory a horrible expirience.

  Business Response

  Date: 02/23/2024

  Per the request of this client, we have it documented that we are to cease communication with *******************. If you'd like to speak with our team, please respond to our latest email or give us a call at ************. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 

  This is is not a resolution. I did ask to not speak to them because they are so disorganized and its quite stressful to speak with them. Its been months of trying to get my product and since I did not I asked for a full refund of ******. I did not get the service I was told, and did not get the album I was told. Which is why I asked BBB to step in as talking with them is unproductive. I did however ask my concerns to be discussed with my Husband and I gave them his number. I spoke to ***** from corporate to discuss with my Husband. He has spoken to him, and they told him we were getting our album. So, they just are not listening and doing all they can to avoid refunding me. So, again I ask for a full refund and I dont want to speak to them that is why I choose this route. ****** is the manager and the problem.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/04/2024

  If you'd like to speak with our team please respond to our latest email or feel free to give us a call. Thank you! 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21305444
  
  I am rejecting this response because this is not a resolution. Calling them resolves nothing. I asked for a refund. While their is some progress made from ***** at Corporate saying they did find some of the notes that previous manager offered me with photo album and that they are going to send me the album. However, I dont know if they will actually send since they do not do what they say, plus it should take a week and should be ready since I ordered it a month ago. ****** said might take 3 weeks. What about a refund?

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

• Initial Complaint

  Date:02/18/2024

  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.

  Cady Studios or Cady has switched to using deceptive marketing and unfair business practices to trap customers into paying for products they did not request. Cady mailed me a package that I did not request. On February 10, ****, they sent me an email saying, Your order has been received. Here are the details of your transaction. Only, I never made/asked/requested the order. On February 18, ****, at 12:00 pm I walked into Cady Studios located at **************************************************************************** to return the package. All contents were there, and it was in its original packaging. The front desk agent told me that she could not issue a refund to my account. Why are OCPS schools still in business with a company that has shady business practices? I had another child graduate from high school 2 years ago, and Cady did not mail unsolicited packages to families to trick them. My guess is that so many families were turning down their overpriced packages, that this new deceptive method was the only way to trap families into paying for the packages. I am personally going to share my experience with OCPS. This is unfair and needs to stop. And in reading the other comments on this website, I realize I am not the only one who feels this way. I want my money back, $234.29. I paid the session fees upfront because that is the service that I requested. I did not request to have this portfolio mailed to my house or to have money withdrawn from my account. I tried to return the package in person only 8 days after the money was withdrawn. Totally unfair to families who put their trust in you, CADY.

  Business Response

  Date: 02/19/2024

  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. If you'd like to return your portfolio to receive a refund, please feel free to give our team a call at ************ and our we will be more than happy to help you start your return.