We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Photographer

Cady

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photographer.

Complaints

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

Find a Location

Cady has 5 locations, listed below.

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

    Please enter a valid location.

    • Cady

      1700 Winder Hwy Dacula, GA 30019-2266

    • Cady Studios LLC

      995 W Kennedy Blvd Ste 46 Lockhart, FL 32810

    • Cady

      3979 S Main St Acworth, GA 30101-5657

    • Cady Studios

      10475 Fortune Pkwy Jacksonville, FL 32256-3585

    • CADY

      2201 Crownpoint Executive Dr Ste E Charlotte, NC 28227

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/31/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The $273 was taken from my bank account with no prior warning, email or text. I'm on fixed income and it really put me in a mess. I didn't authorize this. I called the company and was on hold for over an hour and no one ever answered.. I had tried 7 times prior to pay payments as I always have and website was always down etc ...

      Business Response

      Date: 01/04/2024

      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 their latest email. 

      Customer Answer

      Date: 01/05/2024

       
      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:12/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This business is a major scam! I am having to spend time on my vacation returning my child's high school picture album which we NEVER ORDERED!!! To the Cady person reading this: If hundreds if not thousands of people are complaining about this exact practice, then even if you have fulfilled your "legal obligations" by disclosing that this was agreed upon by our signing the terms and conditions from the photo shoot, clearly it's not made explicit. This is called DECEPTIVE marketing. It's no surprise to see tons and tons of online complains about this company. This is manipulate and disingenuous. I have a podcast with millions of listeners and I'm sure they would love to hear about your unethical practices. I'll also make a recommendation to our head of education at the county level to refuse to do business with this company across the school system. Shady business practices have no place here.

      Business Response

      Date: 12/21/2023

      Thank you for providing your feedback. Our management team has been in direct contact with you to address your concerns. Your proof portfolio marked as returned in our system. So, if you have any other questions please feel free to give our team a call. 

      Customer Answer

      Date: 12/21/2023

       
      Complaint: 21024369

      I am rejecting this response because:

      My complaint wasnt about ** ability to return the portfolio and get a refund. My complaint was that this company is using deceptive and manipulative marketing practices and forcing people to have to go out of their way to return a product they never asked for. Its an unethical opt-out marketing tactic vs an opt-in. This is egregious and needs to be addressed. Mine is not an isolated case. There are hundreds of similar complaints. Theres obviously a major problem that despite all these complaints, they have yet to change their practices. 

      Sincerely,

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

      Business Response

      Date: 12/21/2023

      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 received a sheet of paper that goes over your options to either purchase or how to return it as well. Like we mentioned before we have your portfolio marked as returned in our system. If you need additional assistance please feel free to give our team a call at ************ or respond to our latest email. Thank you! 

    • Initial Complaint

      Date:12/18/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We made 2 separate 4 hour trips for pics and they did not perform services

      Business Response

      Date: 12/21/2023

      Thank you for reaching out and providing your feedback. Our management team has tried to give you a call and left a voicemail then followed up with an email. Please respond to our latest email or give our team a call back so we can address your concerns. We look forward to speaking with you soon! 

      Customer Answer

      Date: 04/19/2024

      I filed a complaint before. They returned my money. They then sent out a portfolio that was not requested and charged my credit card $236.46. This is theft

      Business Response

      Date: 04/22/2024

      Hello, our team has already been in contact with you directly about your concerns. We did refund your session fee since you were not happy with your images. For the portfolio that was charged, 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 need assistance in returning your portfolio to receive a refund, please feel free to give our team a call at ************ or respond to our latest email.

    • Initial Complaint

      Date:12/18/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CADY sent a portfolio that did not say anything about needing to sent back or you will be charged $200 plus shipping. I see in previous complaints this is something they say is on the form that you use to sign up for the photo sessions. If this is there, it is both not clear and not obvious, and I completely missed it, but I do read fine print. I didn't know it was even sent to me until I got an email from them about a week ago saying I was charged and saying it was shipped a few months ago.My main concern is that, without my knowledge my card information was held and USED without my explicit approval or notification of it. They have my email, phone number address and all my other information but choose not to reach out in any way to say, "Hey you are going to be charged for something sent to you, either return it to the school or you're going to be charged." I got emails about a portfolio but it was saying things about discounts and I was like, I don't need or want that, not knowing my wife opened it and put it away somewhere.This is not a service we as parents choose, its chosen by our district to provide this service. Their prices have always been predatory but this is over the top. I have never chosen to keep my card on file with any website, It has not been made clear how or when my card was kept on file and that they were keeping my card on file to be billed at a later date. This lack of clarity and predatory handling of customers data is unacceptable.

      Business Response

      Date: 12/21/2023

      Thank you for reaching out and providing your feedback. Our management team has given you a call and left a voicemail then followed up with an email. Their email includes a return label for your portfolio. We've also attached your terms and conditions, here, that were signed at the time of booking your session. If you have any additional questions please feel free to give our team a call back or simply respond to our latest email.

    • Initial Complaint

      Date:12/08/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our daughter had her senior pictures taken to be included in the year book. I signed up for it where terms and conditions supposedly forced us to have a sample portfolio delivered to our address (although not very clear or acceptable to us, we were not given a choice). We returned the portfolio with the return label provided. Yet we are being charged for the cost of the portfolio. This is not acceptable and we have demanded a full return. The company is using deceptive methods to force high shool seniors to go through the process (we paid sitting fees seperately, and that is understandable and acceptable) and subsequently charge for the portfolio sent to our home, giving us the onus of return, and even when returns happen- charge on the CC.

      Business Response

      Date: 12/13/2023

      Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you to address your concerns. We are unable to process a full refund for your session as these services was rendered. We have already given you a $100 credit on your account that you can use towards any senior prints or products. If you have any additional questions please feel free to give our team a call back or respond to their latest email. Thank you!

    • Initial Complaint

      Date:11/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a $200 session for my son only to find out that prints are extra. They didnt give me the prices until we spent all day taking pictures, only to find out the cheapest package is $200 for only 1 pose and $1,800 for a usb of all the pictures!? Are you kidding me? This is such a vulnerable time for a parent with a child graduating and a senior making memories of their last year. Yes pictures are priceless but if they had given me the cost of the photos beforehand I would have never booked with them. To think, $200 just to get his picture taken and none of it goes towards the actual photos. I cant believe the school would even contract this company or I would have never heard of them or used them. Now were left with nothing, wasted time, wasted money and no pictures. I would like a refund of my session due to deceptive practices.

      Business Response

      Date: 11/06/2023

      Thank you for reaching out and voicing your concerns. We also appreciate your honest feedback regarding the pricing. We strive to provide exceptional quality and value to our customers, and we understand that pricing is an important aspect to consider. We constantly review our pricing structure to ensure it aligns with the level of service and expertise we offer. We do disclose our pricing during the time of booking on our website in multiple places. It also mentions that final prints and digital images are not included in any session fee. All digital images, prints and products can be ordered separately after your photo session and are not included with your initial session fee. We've attached screenshots of our booking website where we go over our pricing. If you have any questions or other concerns please feel free to reach out to us by phone ************ or email our team at ***************************************************** Thank you! 

    • Initial Complaint

      Date:11/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My child took senior pictures at this establishment on July 20, 2023 @12pm. We received the portfolio in the mail in which the photos were extremely dark. As they were not even his natural skin tone. We chose to retake the photos hoping that the outcome would be different. While explaining to the photographers the reason we were there, they made sure there was ample lighting. However, when it came time to receive a portfolio I was told by a representative through customer service that they do not send out portfolios for re-takes. I was not informed of that prior to my son re-taking pictures, nor is it stated anywhere on their website. I would just like the opportunity to view my sons pictures in person with the option to purchase his portfolio.

      Business Response

      Date: 11/08/2023

      Thank you for reaching out and voicing your concerns. Our leadership team has been in direct contact with you to better assist. If you need additional assistance please feel free to reach out to them by phone or respond to their latest email. 

    • Initial Complaint

      Date:11/03/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company automatically sends you a portfolio, which has several proofs all with a watermark. I did not see anywhere in the package where it stated you had to return and honestly why would you it is a very cheaply made frame with watermarked small proofs. They send you e-mails everyday to try to get you to buy ridiculously expensive packages to the point that I started ignoring the emails. Next thing I know I am charged $240 for the portfolio I didnt want in the first place.

      Business Response

      Date: 11/06/2023

      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. We have your portfolio marked as returned in our system and have started the process for a refund onto your **** card. If you need additional assistance please feel free to give our team a call at ************ or respond to our latest email.

    • Initial Complaint

      Date:11/02/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My senior missed the yearbook photo day at school. The school sent me a code to schedule a photo with Cady. They will not let me schedule it without accepting shipment of a $200 leather portfolio. They get around laws by not charing me for it if I return it within 60 days, but I should not have to accept it at all. I just need the yearbook photo that my school already paid for. **************** would not (or could not) connect me with a manager.I am seeking the service my school already paid for - a yearbook photo - with NO additional services, charges, or mandatory products.

      Business Response

      Date: 11/06/2023

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

    • Initial Complaint

      Date:11/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They take senior pictures they do a horrible job of it. The pictures are very subpar. They automatically send you the portfolio. They tell you there is a return slip in the package. However there is not I contacted them to get a return slip. They sent one to my email, I had to go print that out and its left on the customer to return the item that they never asked for in the first . However, I did return the item they say they didnt receive it. It was a small portfolio with only a few photos in it worth maybe $50 at most. They charged me $200 even though I returned it. I believe they are operating a scam making it so that people are charged for these portfolios whether or not they want them, I have tried contacting their customer service. I constantly get disconnected or no one responds. I was told a manager would call me back. No one has returned my calls. I will be disputing the charge with my credit card since they refuse to refund it they block you from their social media when you leave reviews or comments. They purposely have no ****** page so that people cant leave reviews but on the BBB website there are so many bad reviews. This is a fraudulent company that does subpar work and over prices it. Then charges you for things that you never agreed to buy.

      Business Response

      Date: 11/02/2023

      Thank you for reaching out and voicing your concerns. Our management team has been in direct contact with you and have issued a refund for your portfolio. Please feel free to respond to their latest email or give them a call if you have an additional questions. 

    Cady is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.