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 Studios

  10475 Fortune Pkwy Jacksonville, FL 32256-3585

• 

  CADY

  2201 Crownpoint Executive Dr Ste E Charlotte, NC 28227

• 

  Cady

  3979 S Main St Acworth, GA 30101-5657

• 

  Cady Studios LLC

  995 W Kennedy Blvd Ste 46 Lockhart, FL 32810

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:11/01/2023

  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 son is a Senior at ********************** We are forced to use this company to have his Senior Pictures made for the yearbook. We must pay the company $25.00 to simply take the picture. This deposit does not go toward the purchase of the photos. Therefore, they mail you the pictures and you must pay or return the portfolio back or you will be charged $300.00. I did go on line and purchase the product and also added for the photos to be retouched to remove any blemishes and facial hair. I have been trying to get this fixed since August. I am unable to talk to the same person when I call. Today was the 7th time I have called to get this matter resolved. I needed the photo fixed before 10/31 as that is the cut off for the yearbook. I also needed my fixed photos. They mailed me the same photos that have not been edited. The Senior year is stressful enough without having to deal with a company that charges extremely high prices for the product and then will not fix the problem. You can't speak to a supervisor. I do not feel that all schools must use this company as they are not a legit company. Their product is not quality and I have spent the last 2 months trying to get mine fixed. They need to be shut down at the least.

  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 address your concerns. If you have any additional questions please feel free to reach back out to them by phone or respond to their latest email. Thank you! 

• Initial Complaint

  Date:10/27/2023

  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 signed up for senior portraits for my child. I clearly selected the package that I wanted. I did NOT want to spend $500 for pictures. The only reason for the picture session was to have my childs picture in the yearbook! 2 weeks after the session they send you this portfolio with NO clear admission that the pictures are NOT free. 2 months later they charge me 250 dollars for 10 pictures! This company knows exactly what they are doing in their business practices and are sending out these portfolios with the hope that they can get people caught ** in paying for something they did NOT order. If people select exactly what they want when they book a session STOP sending out things to them that you are trying to make people pay for. If we wanted it we would have asked for it when we booked the session!!!! Terrible business practices. Its a lot of time money and stress having seniors in high school. Why is Cady out here making it more difficult!!

  Business Response

  Date: 10/30/2023

  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. 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 additional assistance please feel free to give our team a call at ************.

• Initial Complaint

  Date:10/27/2023

  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.

  On Monday October 9, 2023 I placed an order for a Senior Photo of my daughter with specific re-touching requested - as advertised on their website (see attachment). After the image was delivered incomplete, I contacted them asking them to correct it as I had been very specific in my initial request describing what I wanted them to re-touch. Since then I have had no less than 8 online chats and a phone call to resolve this issue. Every time they tell me the image has been fixed, it has not. The anchor they need to remove is on the canine tooth on the left side of the photo - it appears they have removed part of it and now it looks like there is a baby tooth growing out of the canine tooth. I just want the image corrected as I asked, as a resolution. This has been a waste of hours of my time at this point.

  Business Response

  Date: 10/30/2023

  Thank you for reaching out and voicing your concerns. We have retouched your image, you can also visit your account through this link **********************************************. Just click on your gallery to download your image. Please feel free to give us a call at ************ if you have any issues or have any additional questions. 

  Customer Answer

  Date: 11/01/2023

   
  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. They have edited the photo as I originally had requested. Thank you for your assistance in getting a resolution for me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2023

  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.

  Last evening we went to the Cady studio for senior portraits.1. We had an appointment time but were treated like cattle. The wait line for each studio shot was at least 30 minutes. Thats not what an appointment with a photographer looks like.2. I was told I was unable to purchase single downloads of digital images. Cady does this for their other photos - I have done it in the past for $15 per download but don't offer this for Senior portraits knowing full well that parents want these images 3. They trick you into 2 purchases as the cap and gown photos are not available until the spring. So I'm going to have to pay again for photos that were all taken in the same session 4. This company has a monopoly - there are no other options for yearbook senior portraits in Duval County 5 . They charge $60 for 1 print which does not include a digital download. Outrageous.6 They automatically send you a folio that I specifically requested not be sent and charge $200 if its not returned by a certain date.7. I was in a situation with a buy now (without even seeing the proofs) or pay double later. This is a pressure sales tactic similar to timeshares. You can't even leave and think about what you want to buy without having to pay double.8. This company acts like the mob and its absolutely appalling that they have the monopoly contract for Senior portraits in Duval County, *******.

  Business Response

  Date: 10/30/2023

  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. Our management team has tried to contact you by phone and have been communicating with you through email. Please feel free to respond to their latest email to set up a time for us to give you a call or give our team a call at ************ and you'll be connected with our management team so we can address your concerns. 

• Initial Complaint

  Date:10/18/2023

  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.

  Cady's business practices are slimy and shady. Simply go through their process for *********** Senior pictures and you will know exactly what I mean.Slimy, deceptive, obfuscated, predatory and disappointing.

  Business Response

  Date: 10/19/2023

  Thank you for reaching out and voicing your concerns. We apologize you're not satisfied with our services. We would love to hear more about your experience and what we can do to help. Please give our team a call at ************. We hope to hear from you soon! 

• Initial Complaint

  Date:10/17/2023

  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 booked an Elite Package for $199 which offers unlimited scenes including outdoors. The day of the shoot due to weather outdoors was not available and my daughter was only given 4 scenes. With this package the digital download options are surprisingly $1,700 or $1,900 however had she booked The Most Popular package for $129 we would have been offered the digital download for a fraction of the price! A parent showed me her receipt of $399!! We paid MORE money for the appointment took the SAME NUMBER OF SCENES and for that we were given higher packages and digital print prices for LITERALLY THE SAME PACKAGE!! How is this even legal? Its fraud, deceptive at best!! I should be provided the same digital download price seeing that we were given the same service.

  Business Response

  Date: 10/20/2023

  Thank you for reaching out and voicing your concerns. Our management team has tried to give you a call but got your voicemail. Please give them a call at your earliest convenience so we can address your concerns. We hope to hear from you soon! 

• Initial Complaint

  Date:10/13/2023

  Type:Billing 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 a sessions and was told a deposit was needed of $199.00. I paid it. My son arrived took multiple pictures and then I received notice to view photos online. No cap and gown was visible at the time. The prices were excessive, I called customer services and she explained that the $199 was only paying for the session and wasn't covering any portion of the pictures. I was floored. I said what if I don't order, because all orders are too high and she said we will be billed $45 for the portfolio. Lies! I order no pictures and no bill came. Then a month later I went on and only cap and gown visible and the price was excessive. I did not order, later I went on again and cap and gown gone, I order the less expensive package paid $150.00 and had a $45 dollar credit. Now, 6 months later, Cady did an unauthorized charge with no communication and billed me for $230 dollars. When I called them they said I paid for the pictures but not their portfolio and I said. So, how did I have a credit on my account and this portfolio was never priced for that amount. They said send it back and we will reverse the charge. Parents be aware, they are going to hit your account, without any previous billing. They are charging different charges and will never disclose any correct prices. Find a local photographer, a small business would never do such underhand practices!

  Business Response

  Date: 10/16/2023

  Thank you for reaching out and voicing your concerns. You originally booked an Elite senior session with ** on 2/23/2023. Since you only did three scenes during your session we downgraded your session to our basic Simple senior session. You received a credit on your account for the difference in the two session types. You then used your account credit on order #*******. During the time of scheduling, you signed our terms and conditions which calls out portfolio process in detail, which are attached. Your original deadline date to return the portfolio was on 6/8/2023. Your card was declined for the portfolio charge until 10/13/2023. As our customer experience representative stated, you can return the portfolio and will receive a refund in full for $230.04. Our team has supplied a complimentary return shipping label for the portfolio or you can return it in person to any of our studio locations. If you have any other questions please feel free to give our team a call or respond to our latest email.    

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20732821
  
  I am rejecting this response because: Because, I did not return your porfolio and waited several weeks for a bill. You sent nothing, you priced the portfolio at $150 and claimed with taxes it would be $171.00 but nothing sent. Then after a month I logged in and saw a credit and order the less expensive it. I PAID $150.11 and you never mentioned anything about owing for the portfolio. YOU NEVER SENT ANY BILLS, MADE ANY PHONE CALLS. I can only assume the card you are saying was declined, is the one that was replaced because of fraud. SO AFTER 6 MONTHS YOU CHARGED MY OTHER ACCOUNT THE because I paid with both NETSPEND AND PAYPAL. There has never been any charges from you toward paypal that were declined, however NETSPEND HAD A NEW CARD AND YOU CHARGED IT THIS WEEK. How unprofessional of your company to 1. not send a bill 2. CHANGE THE ***** OF THE PORTFOLIO FROM $171.00 with taxes to $230.00. 3. charge a card that you did not get permission to charge. Your practices are decept and I am still changing this with  my financial institution. I WILL RETURN YOUR DARK, FAKE LEATHER PORFOLIO, ONCE MY institution makes a decision about your unauthorized charge to my card. You have a monopoly on this industry and these schools are not area of your practices, but rest assure I have copied your BBB files and sent to all local schools activities directors. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2023

  We apologize, again, about any inconvenience. We do send reminder emails about our portfolio process that include what date you will be billed if it is not returned. It is also mentioned on a sheet that is shipped with the portfolio along with detailed instructions on how to return the portfolio if you don't wish to purchase it. Once you've returned the portfolio, we will issue a full refund. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20732821
  
  I am rejecting this response because: Like I said, an authentic company would reach out to the consumer and say. We have an issue, not wait until the deadline passes and up the price of the item almost double. You had many ways to contact me, just like you have been contacting me concerning this matter and you choose to wait. Your company is a scammer and I do not accept any of this. You lie to consumers stating that all of this is on our webpage, yes it does say buy this hugely expensive package and get the portfolio for free, but buy a little package and we will BILL YOU. Not wait six months and say, this is premium price. You did not have permission to charge my card and you went as far as to make up a order for 10/13/23, the day you did this. NOPE I WANT A FULL REFUND. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/05/2023

  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.

  It breaks my heart to know that people are being referred to this company for their childs greatest achievement of senior year only to find out last minute that the cheapest pricing package they offer is digital prints for $1799. I am very aware that Cady discloses that pricing for purchase of the final images will be provided to them during a second meeting via a presentation which is to say after the parents already book and pay for a pricing package just to get in for the photoshoot itself can cost anywhere from $99.00 - $600.I had not a single notion that after personally paying for $199 package for the shoot that I could be potentially asked to pay another $1799 for digital copies. They have no option for single prints at all. They offer a klarna or 5 payment plan for the packages which is still a months worth of grocery shopping. The cheapest again being $1799 to which is compared to one familys monthly rent cost or 3 months of car payments or a brand new apple laptop. The pdf pricing lists lower cost packages but when you speak with the company they tell you those are not accurate nor available.This is a horrendous way to do business misleading familles with omission of full cost disclosure. A true bait and hook game and is just wrong.

  Business Response

  Date: 10/06/2023

  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. 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 *********************************************************. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20701670
  
  I am rejecting this response because: the screenshot provided by the company is no where to be found under someone account dashboard when they log in via mobile device. There are no options to see final package pricing and local studio does not honor what was provided via the business screenshot. They clearly specified to me via email the only package options they had were in the pdf emailed to me. The cheapest package is for digital photos at $1799
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  As we mentioned, the screenshots we shared previously are from our booking website. We display this information prior to our clients booking their session on the details tab of each photography session type so our customers can make an educated decision before scheduling a session. These details include ********* and packages pricing and more. We've attached a screenshot again to see the mobile view of this information. Again, we apologize you're not satisfied with our services and we appreciate your feedback.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20701670
  
  I am rejecting this response because: those screenshots provided no evidence that when a user is on your website using mobile platform do they exist. When you go to your website from the mobile app and click elite sessions, scroll down, it only gives you the cost and what is included in the elite session upfront fee with a book option at the bottom. When you go to book now theres nowhere that indicates pricing for finalized photo packages anywhere on the mobile site.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2023

  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 has deceptive business practices surrounding their senior picture packages. You prepay for your session, which includes cap and gown shots and they offer a discount if you prepay for digital downloads of all shots. Then after your photo session, they split your session into separate packages. When I downloaded my son's senior pics and not one cap and gown shot was included. I contacted a rep through chat who said those photos have to be purchased separately and aren't available until the spring. WHAT?? She even made it sound like those were 2 different photo sessions, which they are not. So, now Cady is requiring me (and tons of other seniorparents) to pay for cap and gown photos that we technically already paid for. This is super shady and is a big money grab that they are not up front about at all on their website or in the studio. I was told multiple times by multiple employees that these would be in my download. They even showed my all the pics on the computer screen and I asked if all of these would be in my download and both employees at the front counter once again confirmed that they would be. Now, I find out that Cady Studios is misrespenting what they are charging you for and taking advantage of a once in a lifetime moment. My older child graduated in 2020 and a different studio was used....all photos taken were all available at the same time and were included in the download. They didn't pull a bait and switch like Cady Studios did. I am sadded and angry that my son's bought and paid for photos are now being held hostage for yet more money. This company needs to be stopped because they are lying and robbing parents of such a special time in the journey of their children by not providing what customers paid for. In this trying economic time, the last thing us parents need is a company scamming is out of our money just so we can preserve a one time memory.

  Business Response

  Date: 09/13/2023

  Thank you for taking the time to share your feedback about your recent experience with CADY. We sincerely apologize for any frustration or confusion you have experienced. We strive to provide high-quality services and products tailored to our customer's specific needs. We want to ensure that all our customers feel satisfied with their experience, including the value they receive for their investment.

  When it comes to the Cap & Gown images, these will be released in the spring of ****. This is stated in our terms and conditions that are signed at the time of booking on our website. We've attached several screenshots of where we mention our Cap & Gown policy on our website and the T&Cs that you signed. Once again, we apologize for any inconvenience this has caused and we appreciate your feedback. If you have any other questions for our team please feel free to contact us. We are available from M-F 9am - 6pm EST, and Saturday 9am-2pm EST at ************.

• Initial Complaint

  Date:09/07/2023

  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.

  When you book a session online, they basically force you to accept receipt of a Portfolio of proofs. There is no way to opt out of receiving this product, even though the company alleges it is possible. (I have looked and looked through the online booking interface and have found no opt-out box to uncheck). If you dont return this portfolio that you didnt want and never expressly ordered, they charge you over $200. If you realize this in time and try to return it, you will most likely find, as I did. that there is no free return label inside the box. If you call they will email one to you, but all of the onus is on the customer. This is a very dishonest way to do business.

  Business Response

  Date: 09/11/2023

  Thank you for reaching out and voicing your concerns. Our Customer Experience Manager has tried to contact you by phone and has also sent an email to set up a time to speak with you. We would love the chance to speak with you directly to address your concerns. Please give us a call back at your earliest convenience. Thank you, we are looking forward to speaking with you soon!