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:08/31/2023
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.
This year, my daughter's high school requires all seniors to use Cady Photography in order to have a picture included in the yearbook. That is not a complaint with Cady, however, I think the monopoly they have has led to mistreatment of customers. First, online packages were unclear. I had paid over $100 thinking I would receive some pictures. At the photo shoot I learned that I would get no photos and to receive just a link to the photos (no actual prints) was an additional $150. I opted to reduce my original package size to apply some funds to actually receiving photos but still spent over $200. The experience was poor, it was a crowded open space where many families were waiting in line at different stations to have quick photos snapped. We had about 15 minutes with photographers and spent an hour waiting in lines. While waiting in lines I looked on the Cady website and saw digital downloads advertised for $69. At checkout I asked to pay that instead of the $150 for the downloads. Cady refused to honor the online pricing and said if I did not pay the $150 right then, they would charge me $300 to get them later. I reluctantly paid the $150 but feel that the whole thing was unethical. Later, I received the downloads. The photos were not touched up as expected (and included in my package). Also, we took three different shots, one in a cap and gown. The cap and gown shots were not in my digital downloads. I contacted Cady and was told that the touchups I paid for were just for "brightening" not to actually cover blemishes etc and that the third shot (cap and gown) would not be "released" to me until the spring and that they would be charging me more money to receive it. This was news to me. I feel that this company has abused the monopoly it has with wcpss parents and that I have been overcharged for services and continue to be milked for more money every step of the way. I am requesting my cap and gown photos now without add on costs.
Business Response
Date: 09/05/2023
Thank you for taking the time to share your feedback about your recent experience with CADY. We sincerely apologize for any frustration and disappointment you have experienced.We understand your concerns about the pricing of our photo packages. 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. We will take your feedback into consideration and explore options to offer more affordable packages for senior needs in the future.
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 a screenshot of the T&Cs on our site as well as a copy that you signed. Our team already given you a credit of the difference between your originally scheduled session and the one that was completed on 8/26/2023 since you downgraded your session. The credited was applied, in our studio, to pre-order your digital senior images. The terms and conditions that were agreed upon at the studio are attached. This mentions again that Cap & Gown images are released in the spring.
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:05/01/2023
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.
I took my daughter in October to get her senior pictures and I got the bare minimum required because we took her pictures elsewhere but she needed to get her yearbook picture take. Unbeknownst to me, Cady automatically sends you products that you do not ask for. Several weeks later I received a box containing a portfolio of my daughters photo session. As mentioned before she had her photos taken elsewhere so I sent them back as instructed. I noticed that they have been trying to collect funds from me for the portfolio. They really should stop this practice. It could go to the wrong address or anything and you are making someone responsible for products they never asked for. I would like my money refunded. I did not order this and I did not and do not want it. It is no longer in my possession.
Business Response
Date: 05/05/2023
Thank you for reaching out and voicing your concerns. Our team has tried to contact you by phone and email but haven't heard back. Please give our team a call back or respond to our latest email so we can better assist. We look forward to speaking with you!
Initial Complaint
Date:04/16/2023
Type:Product 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 5/2/22, I scheduled a Legacy Session ($104) senior photoshoot for my daughter on 7/8/22 at 10:30 a.m. at ************************************************. I submitted my credit card info using her Cady profile page. On 6/17/22, I called ******* (Cady Customer Experience Team) to cancel my daughter's session, requested that ($104 be deposited back to my credit card, and remove my info from their files. She said, "no problem" and she sent me an email (request #*******) saying my cancelation and refund (1-2 bz days) request had been completed. On 10/31/22, I informed *************************** at my daughter's school that she took her senior portraits during our family photoshoot (different studio) on 10/29/22, and if they wanted one of her photos for the yearbook, we could submit one. She said they could not use it which we were fine with. In 12/22, I was confused because I received an email from Cady saying that my order had been shipped. I received portofolio prints of my daughter taken when she was pulled from class without my consent to take pictures by a Cady photographer. I was livid!!! She was told that she was only taking a photo for the yearbook. I mailed the entire pkg back to Cady that same week and called both parties to complain. In late 2/23., I was mailed the same portfolio again. and on 3/7/23, there was a transaction charged to my credit card by Cady for $230.04. I called Cady +2 times every week disputing this transaction. On 3/21/23, I spoke to ********** (Customer Experience Team), she opened request #*******), apologized, and emailed me a prepaid label to send back the portfolio again and asked me to email her a picture of the *** receipt. On 3/24, I received an email from Cady confirming receipt of the pkg and on 3/25 ************ emailed me confirming "The refund review and approval process will be completed within 2 bz days." There have been numerous emails, phone conversations, and request #'s opened to have the $230.04 refunded back to me, but they refuse!
Business Response
Date: 04/18/2023
Thanks 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 us a call or respond to our latest email. Thank you!
Customer Answer
Date: 04/18/2023
The attached email was their response similar to what they have been sending me for over a month. The request is resolved and closed but they let it stop there. They have not said whether they are refunding me the money they owe or if we need to take it to civil court. This is ridiculous and poor business ethics.
Business Response
Date: 04/20/2023
A full refund was issued on 4/18/23 for a total of $230.04 on the client's Visa card ending in XXXX1293. Typically, you should see the funds returned to your account within 3-5 business days, depending on your bank or financial institution. If you have any additional questions please feel free to give our team a call.
Customer Answer
Date: 04/20/2023

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.

Sincerely,

********************
Initial Complaint
Date:04/10/2023
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.
My daughter took her graduation pictures at Cady. I paid for an Elite session and her Cap and gown pics. I'm now basically being forced to go to the Studio for a 'viewing' of her other pictures. I spoke with a representative this morning and requested that they simply send me my daughter's portfolio so I can take a look at it and choose which pictures I want I was told that the studio prefers that I come in to pick my pictures. I tried to explain to the customer service representative that I live in hour or more away and again I would prefer that my portfolio be sent to me so that I could choose her pictures and once again I got the same answer. I feel that if I paid for a session that I should have the right to choose whether or not I want to come in for a viewing to pick out my child's other pictures. This does not appear to me to be a fair business practice and comes more across as 'used car salesman tactics' as the pricing for said package of pictures for the other pics go from $200 to $3,100, so it seems as though the viewing is to convince you to spend more money on pictures. If this were not the case, a parent would have the option to choose and view their pics via the website or be sent a portfolio to view on their own.
Business Response
Date: 04/12/2023
Thanks for reaching out and voicing your concerns. Our studio manager has been in direct contact with you to better assist. If you need any further assistance, please feel free to give them a call.
Customer Answer
Date: 04/12/2023

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.

Sincerely,

***********************
Initial Complaint
Date:03/29/2023
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 placed an order for a basic photo package through Cady for $29 dollars near the beginning of the school year. On the account my daughter set up, it states that these photos were paid for. Yet, we never received them. They also attempted to charge $230 for more photos! I found out that they sent a binder of pics to my house that I DID NOT order! Apparently, I was supposed to decide if I wanted these photos by a certain date or theyd charge me. First of all, I havent received ANYTHING. Which wasnt a huge deal because we had planned all along to have a private photoshoot at the beach. The $29 dollar package through CADY was just supposed to be some extra shots for family. My issue is, where do you get off sending people merchandise they didnt order and demanding payment or else youll just take it from our bank accounts? That is illegal! Companies can NOT send consumers anything they havent specifically ordered unless free samples! Whatever is sent that wasnt expressly ordered by the consumer does not have to be paid for or returned. That is a federal law! How dare you attempt to steal money from my account. In any In case, I stopped payment with my credit union and turned my card off. I have zero intentions of a) paying for something I did not receive and b) paying for something I did NOT order.
Business Response
Date: 03/31/2023
Unfortunately, we have attempted to reach you by phone have been unsuccessful. Your voicemail box is also full, so we're unable to leave a message. Our Customer Experience Manager has reached out via email and await your response. We are confident that together we can resolve the issue to your satisfaction once we receive your response.
Initial Complaint
Date:03/08/2023
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.
I received my son's cap and gown portraits yesterday. The photos were processed with very poor quality, even the initial customer service rep that I spoke to agreed that the photos did not look right. They are overexposed and the skin looks *****. I asked for my money back, but I was told all sales were final and that I could either get retakes, or pay for them to fix the photos. I do not think I should have to pay to fix a mistake that they made. I paid $80 for these photos and I just want them fixed or to return them and get my money back so I can spend the money to preserve these memories at a more reputable photo studio.
Business Response
Date: 03/10/2023
We have reached out to you directly to provide options for retouching. We are happy to offer this service to our clients who are looking to improve any imperfections that *** appear in the raw untouched images. In addition, retake sessions are complimentary, and we are happy to schedule a session at the earliest convenience at the nearest CADY studio as an alternative. Please feel free to reach out to us when you've made a decision on which way you'd like to go and we'd be happy to put in a retouching order or schedule complimentary retakes for you.
Customer Answer
Date: 03/10/2023

Complaint: 19556487

I am rejecting this response because:
This is the same generic response I kept getting from them. I should not have to pay to retouch photos that were poorly processed. Even the customer service representative agreed that the photo processing was of poor quality. I would like them retouched at no charge as the mistake was theirs. I paid for good quality processing and I would like for them to fix the photos at no charge.
Sincerely,

***********************
Business Response
Date: 03/10/2023
The redness you're referring, to in your photos, was there before basic retouching was made to your photo. We do not fully remove redness without our clients purchasing premier retouching. Once again, we apologize you're not happy with your images and we have given you the options to correct the issue. You can purchase premier retouching, or take advantage of our complimentary retakes. If you have any additional questions or would like to schedule or purchase premier retouching our team is standing by to better assist.
Customer Answer
Date: 03/10/2023

Complaint: 19556487

I am rejecting this response because:
As I mentioned before, ONE OF YOUR OWN EMPLOYEES AGREED THAT THE PROCESSING WAS NOT GOOD. I want CADY to at least reprocess them so that even your own employees feel that they are a quality product.

Sincerely,

***********************
Initial Complaint
Date:03/07/2023
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.
My Son who is a *********** senior took his senior photos along with his Cap and Gown photos this summer. The senior photos were missing a ton of the shots that were taken which were ones my son was looking forward to getting... they advised THEY didn't like them so THEY deleted them. They eventually found some of the deleted proofs but not all. I eventually purchased the digital proof package and was advised I would get the portfolio and it was never received. The company decided that they do not release the cap and gown photos until the spring I didn't agree with it because it forces the consumer to double pay for photos. I received the proofs and there were a number of things wrong with the photos: 1 the stole was twisted and the class of 2023 that was promised to be on there was not on the stole. I contacted customer service and they did fix the twisted stole however they advised they could not add the class of 2023. I requested a discount since only ONE photo was worth purchasing out of all the proofs provided. I advised them that there were several other senior parents that had this or a similar issue and received a discount. CADY declined and stated my son could come back to the studio to retake the photos. My time as well as my son's time is valuable and based on how the first session went (very poor customer service) my son did NOT want to go through that again.
Business Response
Date: 03/10/2023
We have communicated directly with this customer to provide options addressing her concerns. During sessions, our photographers take many images in an effort to create a collection of the highest quality images. Images that do not meet our quality standards may not be available for purchase. However, retake sessions are complimentary, and we are happy to schedule a session at the earliest convenience at the nearest CADY studio as an alternative. We are confident if we work together, we will come to a successful outcome.
Customer Answer
Date: 03/10/2023

Complaint: 19551700

I am rejecting this response because:
While I understand CADY is offering a retake session at no charge as stated before our time is valuable we are trying to make the best of what is left of my sons senior year. A retake session is not an option for the following reasons: 1. The first session was not a good experience for my son 2. My son does not want to retake these pictures 3. We do not have the time for a retake session.

Sincerely,

*****************************
Business Response
Date: 03/13/2023
We apologize you're not satisfied with our services and company policies. At this time, a complimentary retake session is the only option to rectify your concerns. If you need assistance in scheduling your complimentary retake session please feel free to reach out to our team by phone or email.
Customer Answer
Date: 03/13/2023

Complaint: 19551700

I am rejecting this response because:
This resolution is unacceptable when I personally know others that was offered more than a retake session.
Your company could not get it right the first time for me and half of his graduating class I know it wont be done right the second time.
As a company you should be hold yourself accountable for the terrible job that was done instead of trying to push it off on me. I am certain if this was YOUR senior child and you received this type of treatment you would be upset. You are refusing by saying that I am not satisfied when you know your company missed the mark.
Stop wasting more of my time and do what is right.

Sincerely,

*****************************
Initial Complaint
Date:02/27/2023
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.
My issue is similar to the other complaints. I was charged over $200 for a portfolio that I never received. They claim that I agreed to this but have yet for them to show me proof of where I agreed to this, not the general Terms and Conditions. I want my approval. In addition, the package that I did pay for was done so through Klarma and paid though my AX card. I want to know how they got my debit card number to have it taken directly from my bank account? When I complained they said Fed X said it was delivered. However, we were out of town that week and never saw anything. Why would they not have it signature delivery? The few photos I did receive from what I did order, that cost almost $200, were put in a wet mailbox. Again, should have better delivery methods for several reasons. This is a scam and very over priced. The pictures did not turn out great either.
Business Response
Date: 03/10/2023
We are sorry to hear that your experience with CADY has been unsatisfactory. We have tried to reach out to you via phone and email to resolve the issue with your portfolio. Unfortunately, we have not been able to reach you. Please call us at your earliest convenience or respond to our latest email and we will be happy to assist. We look forward to hearing from you!
Customer Answer
Date: 03/14/2023

Complaint: 19505424

I am rejecting this response because I did respond to the email and requested a call back the following Monday. No one called and I do not have time to keep chasing people. This is why they get away with it, because they make it so difficult that people just give up. All I want is for them to not argue my dispute with the bank as they had pulled money from my account without prior approval.

Sincerely,

***************************
Business Response
Date: 03/14/2023
We also show that your charge was disputed with your financial institution. Because of this, we are unable to assist with or refund the charge. As soon as the dispute is settled, we will be able to further assist you further. Please reference your CADY help desk ticket #******* for more details.
Initial Complaint
Date:02/22/2023
Type:Product 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 had my sons senior pictures done with this company. They have a practice of sending out a portfolio of photos with the option of keeping it or returning it within a certain time frame. The info that I received about how to return the portfolio stated that you get the return label on your students photo page online. I was unable to find the label, so at the beginning of January I initiated an online chat through the CADY website. The person sent me a link for the return label. I printed it out and dropped the package off at a *** store on 1/11. A few days ago I got a charge to my bank for the price of the portfolio, $230.04. I never intended to keep the portfolio and followed their instructions for the return. The *** store just took the package and put it into their outgoing because it had a pre-paid label. I did not receive tracking information through this process. I emailed CADY on 2/18 when I saw the charge and someone responded back that the charge was for the portfolio. The person asked if I could provide the receipt or tracking info but the top of the email said they resolved the case and it was closed. I responded back but it is now 1/22 and have not heard anything. Please help me get my money back from this company that I see already has many complaints about them!
Business Response
Date: 02/23/2023
Thank you for sharing your concerns and providing us with an opportunity to resolve this issue. A Customer Experience Leadership Team member will reach out to you directly today. We are confident that we can work together to resolve this issue to your satisfaction.
Customer Answer
Date: 02/28/2023

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.

Sincerely,

*************************
Initial Complaint
Date:02/22/2023
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 today, 12/22/23, I requested links to be sent to me so that I could view and order my son's graduation pictures; ************************* (*************************). I called back and spoke to ************** about my ordering concerns since the links sent to me were under my ex-husband's name, *******************************. ***** assured me that my order would be ok under my ex-husbands link. She said that the order would go in my name. I knew there would be problems but I could only trust what she said. I placed an order, put in my address, and payment information but I noted that I was never asked for my name....I thought well, when I hit submit maybe it is going to ask me for my name. Of course, just like I expected, The receipt for the order went into my ex-husband's name; ******************************* and it also listed his name for my credit card information. I do not know why people do not listen to their customers. Cady is known for brushing customers off and messing them over. I do not blame the young lady that I spoke to because she was only doing her best as an employee answering the phone. I blame the owners and management. So, in 2023, Cady Studios has outdated/non-accomodating software/computer systems that do not respect the fact that students often have parents that are divorced and live in separate homes. Cady has been in business for how long and still they do not honor nor respect the fact that divorced parents should be able to order their child's portraits and have them sent to their residence without drama or conflict. This is unbelievable!!!!! Upon request, a parent should be sent a link in their name, linked to their email address so they can order their child's pictures. I was supposed to make 2 orders today but unfortunately I couldn't because I was going to have the same problem again. Please advise what my next steps should be.************************* ************************************** ******************************* ************ *************************
Business Response
Date: 02/23/2023
**************, we apologize for the confusion you experienced when attempting to place your order. We completely understand your frustration. Our upper management teams are aware of your issue and are diligently working on ways to assist divorced families. We are happy to have aided you with placing all of your orders through your account! Your photos will be coming to your address, in your name. Should you have any additional questions or concerns, please do not hesitate to contact us again.
Customer Answer
Date: 02/28/2023

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.

Sincerely,

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

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Cady is NOT a BBB Accredited Business.