Complaints

This profile includes complaints for Cherry Hill Programs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cherry Hill Programs

  4 E Stow Rd Ste 1 Marlton, NJ 08053-3117

• 

  Cherry Hill Programs

  6632 Fig St Arvada, CO 80004-1044

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:01/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a digital package because this is the only one available the employee told all the customers in line. To only not receive my product or service, I did make a complaint and ask for a refund. I was told I could not receive my money back and I told the manager that I spoke with why not because I don’t see anything on the receipt stating all sales are finale and or no refunds. The manager had no customer service & was very rude as if I were not a paying customer. I am seeking a full refund asap as to I still have not received my product. I have emails and screenshots to reference if needed.

• Initial Complaint

  Date:01/04/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 recently had the great displeasure of dealing with this shameful company while inside the Seattle Aquarium. They completely failed to tell me there were FREE options and NO refunds, before selling me a very overpriced and expensive photo package. They have abysmal customer service and are commercial predators.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid an extra fee and made reservation to see Santa for 11am because my son has special needs and cant wait for long periods. Our reservation time was not honored and we didnt get get to see Santa until after noon. We were rushed through and the whole experience was awful. The pics were also awful. The printer broke and we had to wait more time for photos. After getting home the photos were not even mine. They belonged to another family. In the end I got nothing I paid for. My reservation was not honored and the photos were trashed because I dont know the people in them. I have not accessed the digital prints because we will be seeing a different Santa through another company. This company needs to refund me the money. Their response to my request for a discount was also insulting: they told me to spend more money and rebook at a special needs place (if we had gotten what I paid for it wouldnt have been an issue) and then refunded me only a $4.97 reservation charge and not the money for the photos! It would cost ME more money to print them in color ink and photo paper! Again, I have not accessed the photos online. They can delete them if they want. I just want my money returned so I can use it towards another Santa visit before Christmas is over. A side note: they reversed the ridiculous refund amount they did give me so in reality: I have received nothing from them but insults, biased and discriminatory assumptions about my kid, and they make it VERY hard to report them because they work through so many different web addresses.

• Initial Complaint

  Date:04/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Pre order paid in full date 3/19/24 Scheduled date and time 3/25/24 @ 3:15p. I was misled by representatives handling the Photo Booth. Every similar holiday Photo Booth including this very one (I witnessed the day I decided to pre order) family ability to select print images. I have the screenshots of the complete back and forth emails with the customer service representative I was assigned to. She is also listed as a Customer Care Senior Lead and marketing Liaison. In short photos were taken and selected for me of which they decided to print from my already pre-paid for package prints. It didn’t sit well as I was not given an option or choice of which image(s) were to be printed without my acknowledgement. I was told the best photos were selected to print and was forced to take their word for it. Found out later when reviewing all digital images I paid for revealed the 1 photo that was captured with both children smiling happily was chosen to not be printed by their representative. We then had to get this separate image printed elsewhere which the separate prints we had to go out of our way to make were the ones distributed to family during Easter. Misled, lied to, conned, and when reached out to company for reasonable resolution was told a hard no due to that being their policy. I am aware policies can be placed as the structure and cornerstone of the company. We are one family and am worried about how many other hard working patrons had the same or similar concerns.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  (1.) Complaint: Cherry Hill Programs-- Easter Bunny Photo Vendors at the ********** ******** Mall in San Francisco for refusing to provide pricing information about their photo packages upfront or when requested. My 5-year-old son and I were interested in taking photos yesterday, March 21st I asked for pricing before because there was no pricing information on any of the signage. I was informed that we had to take a photo first and then they would tell us about the pricing and packages. After we took the photos, they printed out the pictures and showed them to us and then let us know how much they were and the different packages entailing the sizes and quantity of pictures. It was difficult for my son to understand that the packages and pictures were quite expensive.
  (2.) I believe pricing should be provided upfront on signages and especially when people directly inquire because it helps to make an informed consumer choice. I felt it was bad practice: pricing was hidden, creating a coercive environment of needing to try to product first before prices were provided.
  (3.) I purchased the pictures that night but would like a refund because it goes against the business practice that I believe should be provided. My request for a refund was denied this morning when I emailed the company because they claimed that I was free to purchase or not and that refunds are not provided once pictures leave the photo area. Unfortunately, none of this information was written anywhere because there was no signage or documentation about the prices or process anywhere and it was not communicated at the time of the transaction that all sales were final.
  (4.) I also want them to change their business practice to be transparent with customers, but they did not comment on changing their process.
  (5.) I believe businesses should provide transparent pricing and purchasing information to consumers to support informed consumer purchasing power, particularly when children are involved.

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We scheduled a visit with santa on 12/17/2023 for 2:30pm we got in line a little earlier to make sure we were in line in time for our visit there were others in line from the previous time slot at 2:15 and 2:00 that had not been seen. Even though we had a reservation for 2:30 we did not see santa until 330 and this businesses employees were letting people who did not have reservations at all and were just walking up see santa before our allotted times that in order to have a reservation to had to pre pay for their services. After asking about the photos that we'd have access to online my wife was yelled at by one of the employees and now there are photos missing that were taken of our son alone. There were children and babies in line for almost an hour because of the lack of organization from this company. Order Number **********

• Initial Complaint

  Date:12/14/2023

  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.

  We scheduled an appointment for Santa pictures at 1:45, when we got to the location there was still a line of people. I asked the helper at the desk for an update and she said all the people in line were there for appointments and they were behind. I asked what time those appointments were and she said they were still helping people for their 12pm appointments. I did not get a notice or courtesy call/email to advise they were behind. However, the helper said I could speak to a manager and cancel + get a refund. I said yes I would like a refund and to speak to someone, she gave me a toll free number that i called and never got me to a live human. I emailed their support team and was told they cannot cancel or refund after the appointment has been made. We only had that time available as we had to catch a flight to ****** later that night. I had paid for my kids hair to get done, and bought them new dresses all for no picture. I hesitated waiting in line however, the gentlemen in front of me said he had been waiting for at least 45 minutes and we had to get to an appointment at 2:45. I would like a full refund, and to be compensated for wasting my time and efforts into getting my children ready for their pictures. They were highly disappointed and that is not good holiday spirit

  Business Response

  Date: 01/12/2024

  21006830

  Cherry Hill Programs

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

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

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

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

  Reviewed customer request and previous interaction with ** and since customer did not complete their visit with us, their reservation has been cancelled and pre-purchased package refunded

  1/12/2024 2:03:49 PM

  
  

  Customer Answer

  Date: 01/12/2024

  
  Complaint: 21006830
  
  I am rejecting this response because: My time was wasted, I spent money to get dresses and get the kids hair done so they can be presentable for the pictures. Since you could not honor our appointment times it was all a waste of funds and time. I would like to be reimbursed for all of this as well.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Entered by BBB staff LO Consumer states she used a QR code they posted at ********* Mall to have pictures taken with Santa. She had an appointment for 4pm on Saturday 11/25/23. She got there and stood in line, she gave them her reservation number and when she got to the front of the line they told her they were not taking pictures that day because ***** needed to have on a different suit. She told them she already scheduled an appointment and the lady was very rude. The consumer asked how she could get a refund, they told her no one was there to provide a refund. The consumer told them her card was already charged and she didn't want it to look like she just missed her appointment but they would not help her. The consumer called the mall and spoke with the office manager and explained what happened, she told the consumer she would go speak with the vendor but they were also unable to assist her. The manager took down the consumers information and said someone from the business would call her but no one has contacted her.

• Initial Complaint

  Date:04/22/2023

  Type:Customer Service 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 took the grandkids to see the Easter Bunny and purchased the digital package. After which I attempted to access the file and was not able to. I emailed the company and explained the situation and never received a response. I waited a while and attempted to contact them again figuring it was the Easter holiday and they were busy thats probably why they were unable to respond. I asked for a refund for the digital portion of the purchase since at this time I had no need for the digital version because Easter was passed. I received an email with a digital copy to access and told they had corrected the problem. I wrote back and said that its weeks past Easter and asked for a refund of the digital portion of my purchase since it was the companys error and I no longer needed the pictures because I had to use my pictures to send out to people. I received an email saying that they wrote me back when I first contacted them and since I did not respond they were not refunding anything. I wrote back and again told them I did not receive a response from my first email and still have not heard from them pertaining to the issue I was having.

  Business Response

  Date: 05/03/2023

  Customer reached out for assistance in accessing their digital album. Based on information provided we needed additional information and sent a reply to the customer asking for the details to help ** resolve the issue. The customer did not respond with that further information needed. I was able to locate her photo code based on her phone # in this complaint and have responded in her recent ticket with her photo code from her viist and how to sign in and access images

  
  

  Customer Answer

  Date: 05/15/2023

  
  Complaint: 19969127
  
  I am rejecting this response because:
  
  

  From: ******************* <**********************>

  Sent: Saturday, May 13, 2023 7:56 PM

  To: **************************************************

  Subject: Recent email

   

   

  I just received an email stating that I had not responded about further information and the case was now closed.  Im awfully sorry I am not sure if it was an email sent to me from the company or you.  This is the first email from you since I opened the complaint.  I did receive an email from the company. They sent me another link to open pictures.  I told them at this time its obsolete to me and asked to be refunded for the difference of what the digital version would be. They told me that they cant do that. I responded that I have 60 days to request a refund and I have not heard back.

   

  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/04/2023

  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.

  On December 19th, ****************************************************************************** The company name was listed as Cherry Hill Programs. I began getting emails from a company named Portable North Pole confirming my reservation. At the time of reservation I had to pay a service fee of $4.95 plus a "deposit" of $19.99 to book a time slot. Upon arriving it was clear we did not need this reservation for this location given their lack of attendance. My children experienced a very short sit beside ***** for several photos to be taken but no conversation about their wish list or behaviour, as normally expected, was had. Following this the children were handed small, broken candy canes with no ingredient or nutritional labels. I requested the labels because of life threatening food allergies amongst my children and was told that they did not keep any of this information. My children had to give these treats back. Staff member at the register appeared unprofessional and unkempt and was not courteous. Staff member had already printed the largest package of photos, of one pose of my children that I did not approve (it was not the best shot at all) and then informed me that to have any photos I now had to pay an additional $20.00 on top of the $19.99 and $4.95 that I paid in advance to even have one photo. I went home and sent an inquiry in to the business and they replied without addressing any of the things I mentioned in my message but they removed the watermark from my photos so I could make an online purchase of the pose I liked, spending more money. I replied to the email they sent asking them to escalate my concern and they said to explain my problem so I did and I was told that I was "presented with the package options in advance" and that the employee did their job properly by printing photos without my approval of pose. I have contacted my public health department to determine if they can help with the unlabeled candy bring distributed to children.

  Business Response

  Date: 01/30/2023

  Customer made an online reservation / pre-booking for Santa photos. The online system has a $4.95 processing fee associated with all transactions made online and is disclosed in order process. These reservations are open for each location during operating hours. The selected option from the customer was "Reserve Now Decide Later, which lets customer schedule their visit, and following their visit, finalize their visit by selecting what package. The fees are applied to the final purchase of the package.The customers inquiry on the issuing of Candy canes during the visit and not having nutrition information on hand has been shared with our field operations team for review.

  1/30/2023 1:15:11 PM

  
  

  Customer Answer

  Date: 01/30/2023

  
  Complaint: 18647526
  
  I am rejecting this response because:

   

  I was very clear in my complaint that the package and reservation process was $4.95 plus you had to pay a mandatory $19.99. This got us nothing but a tike slot in a Santa station where my children were ushered in and out in under a minute and then I was told I had to pay an additional $20 to get any photos at all. This process cost me over $50, for a minute long visit with Santa, photos printed that were not of my choice (the pose was chosed by a staff and no opinion from me was asked for so we didn't even get the best shot) and there were no smaller package choices available at all.  This entire process was misleading. The website says other packages can be viewed at each location or that others may be available at each location. If this had cost me $24.95 total I would not be as upset but it's holiday season and you're trapping parents into what very much feels like a scam. 

   

  It's a horrible way to do business and very unfair and unjust to patrons. I wish to have at least half of my money refunded for this unfair and maligned treatment and process. 
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 02/06/2023

  Please provide a brief and factual response to the complaint you received:	Follow up to customer continued concerns:
  Sent on:	2/6/2023 1:14:03 PM