Complaints

This profile includes complaints for Enchanted Fairies Studio LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enchanted Fairies Studio LLC

  6121 W Park Blvd STE C222 Plano, TX 75093-6230

  
• 

  Enchanted Fairies Studio LLC

  4100 Linden Oaks Rochester, NY 14625

  
• 

  Enchanted Fairies

  4 Pleasant Valley Rd Pine Bush, NY 12566

  
• 

  Enchanted Fairies

  1065 Old Country Rd Ste 207 Westbury, NY 11590

  
• 

  Enchanted Fairies

  250 N Trade St Ste 300 Matthews, NC 28105

  

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:11/26/2024

  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.

  The shoot went great. The disaster started afterward. This has been by far the most unprofessional company I can remember dealing with. After the photoshoot you are scheduled for a zoom call to review the photos. Once you set that appointment you get reminders that if you cancel it you will forfeit any offers. The morning of our zoom call just an hour before its scheduled time, they canceled without explanation. Now they expect us to wait another 4-6 weeks to be rescheduled with no guarantees that they wont do this again. I would not recommend. Currently working with **** to cancel payment for our photoshoot since this was a waste of everyones time

  Business Response

  Date: 12/11/2024

  Thank you so much for reaching out, and for the opportunity to work with your fairy in the studio. It was an absolute joy to have her there, and she truly shone with our photographer! The images turned out beautifully, and we cant wait to share them with you. Wed love for you to be able to choose your favorite photo to cherish forever.
  
  I understand that there was an emergency with your original portrait consultant on the day of your scheduled premiere on 11/26. We made every effort to accommodate you that day by offering a rescheduled time on the same date. Since that option wasnt suitable, we proposed the next available time, but I understand it didnt work for you either.
  
  We sincerely hope to find a time that works for you soon, as were excited to continue the magical experience with your little one. Please let us know a time that would be most convenient, and well ensure were ready to make it a special moment for both of you.
  

  Customer Answer

  Date: 12/11/2024

  I am rejecting this response because:   Rescheduling 6-8 weeks down the line isnt reasonable accommodations when it was your staffs fault the event was canceled.  At this point we would just like our money back for the photoshoot since nothing will come of it 

  Business Response

  Date: 12/14/2024

  Thank you for your reply. However, due to an unforeseen emergency involving your original portrait consultant, your viewing session scheduled for November 26th at 12 PM Eastern had to be canceled. At that time, we offered you alternative dates of either December 12th or 13th, which would have been approximately 16 days later. We also reached out to let you know that we could still accommodate you at the same 12 PM Eastern time on November 26th, but you declined.
  
  Were happy that your fairy was able to enjoy her magical photo session, and the pictures turned out beautifully, so services were rendered.
  
  However, you chose to upgrade your complimentary gift print image, and we will reach out to you directly regarding the status of that charge.

  Customer Answer

  Date: 12/15/2024

  I am rejecting this response because:   I never upgraded anything. After our initial photo shoot the only communication we received was about you canceling our zoom meeting. You the. Tried to reschedule that meeting for 12pm at 11:45 when had already adjusted my schedule due to your canceling the meeting that morning.   There were no services rendered if Im not receiving any photos. You just took pictures for you to use to promote your business. 

  Business Response

  Date: 02/18/2025

  Thank you for your feedback. As requested, you upgraded your complimentary 8x10 gift print to an 11x14 size. The one-hour in-studio session with your personal photographer was provided. Weve processed a refund of $147 for the upgrade and $25 for the in-studio fee. If you have any further questions or concerns, please don't hesitate to reach out.
  

• Initial Complaint

  Date:11/15/2024

  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.

  A purchase was made on or about 11/9/24 marketed as an investment. The Enchanted Fairies webpage misleads and deceives customers by marketing their products as an investment, stating, Most of our clients invest between $1000-$3000...Some families invest $10,000+. A business can set prices as they wish, however in this case the high prices provide evidence of marketing their products as valuable investments. They further emphasize the investment value of their work through their claim, We are a Fine Art *********** studio. When the purchase was made I expected the items to maintain, if not increase in value over time as an investment would. Unfortunately, after research I found the claims made by Enchanted Fairies misleading. Although the artwork is designed by a professional artist who meticulously works on each image you select for your collection and infuse the magic and artistry, this does not make the item a unique or scarce asset but instead part of a broad collection of commissioned pieces with no established resale market contradicting the company's representation of my purchase as an investment. This experience has left me feeling misled as I made the purchase based on inaccurate information that led me to believe it was an investment. The *************************** practices regarding commissioned art pieces as investments are deceptive. The website also creates the impression a portion of each sale is donated to charity, leading customers to believe our purchases are supporting a worthy cause. When I made my purchase I was influenced by this charitable messaging displayed prominently on the website. However, after noting the investment issue I reviewed the **** and and there is no clear or transparent mechanism of their charitable proceeds. I believe this advertising approach is intentionally deceptive, as it exploits customers' goodwill and desire to support charitable causes.

  Business Response

  Date: 11/23/2024

  We truly appreciate you sharing your concerns with us. We understand that investing in a personalized portrait is a significant decision for you and your family, and we want to ensure that everyone involved feels confident and informed. These portraits are more than just images; they are cherished memories meant to last a lifetime, and supported by our Life Time Warranty. We use only the finest materials, ensuring that your portraits are created to the highest archival standards. Our fine art papers are acid-free and pH neutral, and we use archival pigment inks to enhance the visual brilliance of your images. These inks are UV-resistant, providing protection from the sun and preserving your treasured memories for generations to come.
  
  We understand our prices are higher due to the quality of the items we provide, which is why we offer one complimentary 8x10 Gift Print per year, per family, per household to each session that visits with no obligation to purchase any additional images. We would also like to add that there is no obligation to make additional purchases.
  
  As for your concern for donations, we donate the session fees. From the session fees collected, we have donated over $2,000,000 in cash to like-minded organizations that help enrich the lives of young children across the globe. For 2024, we are donating to ******************************************* Base Camp, and *****************************
  
  I have conducted a comprehensive review of your order and the Photo Premiere call with your Portrait Consultant, as quality assurance is of utmost importance to us. We strive to fulfill our commitments to our clients. During the call, it was confirmed that the order was placed at your discretion. You were presented with various options, informed of our policies, and chose to proceed with the order using a third-party financing option.

  Customer Answer

  Date: 11/30/2024

  I am rejecting this response because:  the majority of the response is their marketing and sales material. I did not ask for the sales pitch. They did not address the fact their sales practices and marketing are misleading and deceitful. They explained their charitable contributions, but again refused to address the misleading attributions that proceeds from sales go directly to charitable causes. 
  

  I did agree to the purchase under the belief this was an investment and a portion of my purchase went to charitable causes. After the purchase I discovered both of these beliefs to be incorrect due to the misleading advertising which is again noted in their response of an investment of a personalized portrait. There is no secondary market value and these pieces will not increase in value no matter the materials used.

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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.

  Package was purchased 11/9/24 by my wife. She reported purchase indicating her understanding she was making an investment with a portion benefiting charity. Upon review of the website, they make false claims of an "investment" in what is basically a "commissioned piece of art." ********* to ******************-legal information institute, "An investment is the purchase of a financial instrument (such as stocks, bonds and bank products) or an asset with the purpose of producing income for the purchaser through profit or generating more business in the future." This is deceptive as commissioned personalized art of family has no expectation of generating income or profit, what evidence of a secondary market for these items is there? Upon review of her report of benefiting charity, the website and hardcopy promotional materials suggest purchases led to a charitable contribution. This is also deceptive and misleading as according to the website only specific situational purchases lead to a direct charitable contribution. Both of these misleading claims are deceptive. After explaining this information to my wife, the purchaser, she wants to cancel the order. We were told there is an "all sales final" policy, which my wife confirmed she was told this on the sales call, however she feels mislead by the investment and charitable support claims.

  Business Response

  Date: 11/14/2024

  ****,Thank you for sharing your concerns. We are a Fine Art *********** studio, and we specialize in creating high-quality enchanted portraits. This entails that your designated artist meticulously works on each image you select for your collection. They infuse the magic and artistry that is consistently depicted throughout all our images, ensuring they align with the gallery images showcased on our website.
  
  Due to the personalization of our portraits, we ask that all decision-makers be on the call because this is an investment for you and your family.We understand our prices are higher due to the quality of the items we provide, which is why we offer one complimentary 8x10 Gift Print per year, per family, per household to each session that visits with no obligation to purchase any additional images.
  
  From the session fees collected, we have donated over $2,000,000 in donations to like-minded organizations that help enrich the lives of young children across the globe. For 2024, we are donating to ******************************************* Base Camp, and *****************************
  
  To address some of your concerns, please be advised that once an order is placed, all sales are considered final. Upon placing an order, your designated artist is immediately commissioned to begin work on the poses selected during your Zoom call. This helps ensure we keep to the 6-8 week turnaround time that is promised to our guests. We strive for transparency, which is why the policy is shown verbally and visually, as well as sent for review and signature.
  
  With that being said, we do not have an order or account under your name, so we are unable to discuss an order with you in detail. However, if the order was placed under your wifes name, as stated in your response, it would be necessary for her to contact us directly to discuss any potential modifications to her order.

  Customer Answer

  Date: 11/14/2024

  I have reviewed the business response and understand the person who directly interacted with the business is required to file complaint. Will have the customer file new complaint.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happened on Monday within less then 24 hours of this complaint. My wife was pressure on agreeing to spread 1k+ dollars on just a few digital (no art involved) photos of our two daughters. She told me last night that the sales person told her "it was a great deal" and used words like "if you don't take the offer you will not get another chance" and so on. She didn't even had a chance to talk to me or show me the photos so I could choose as well, like most places do. For example, school pictures we always get a sheet with the final photos (small version) where we can choose from and their prices are reasonable, which range at $25-$120 max. I am still shocked of this unreasonable price and the fact that she was force to pay upfront without seeing the final photos or print. Not sure what business they running, but it feels like a scam. We don't even have a phone number to reach them to cancel this transaction promptly. We only got an email, but I am sure they will ignore it until they finish the "final touches". My wife feels like she did a huge mistake and I am sure we all have the right to fix it. Hope this gets resolved soon.

  Business Response

  Date: 11/13/2024

  Hi ***,
  Thank you for sharing your concerns. Given the customization and personalization involved in our Portraits, we ask that all decision-makers be present on the call, as this is an important investment for you and your family.
  At this time, we dont have an order or account under your name, so we're unable to discuss the details of an order with you. However, if the order was placed under your wifes name, as mentioned in your email, she would need to contact us directly to discuss any potential modifications to her order.
  
  To address some of your concerns: once an order is placed, all sales are considered final. Upon confirmation of an order, your designated artist is immediately commissioned to begin work on the selected poses from your Zoom call. This ensures we meet the 6-8 week turnaround time promised to our guests. We make every effort to be transparent, which is why our policy is communicated both verbally and visually and is sent for your review and signature.
  
  To be as clear as possible, we specialize in creating enchanted portraits, which involves your artist meticulously working on each image you select for your collection. They bring magic and artistry to every piece, ensuring that each one reflects the quality and style shown in the gallery images on our website. Examples of our artistry, along with our A La Carte pricing, can be viewed online prior to scheduling a photo session.
  Best regards,

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The photos were taken on August 9, 2024. First off the studio was hot, inside of a house not professionalthe photographer was in a rush and didnt have patience for 3 kids. So the photos were rushed. I had already paid the 49 plus a 150 for a canvas. During the call which was reached multiple times the lady was very nice and explained everything. I told her I did want to make sure the wings were added but to also make sure that my daughters bangs were taken from out of her eyes. And to put the kids in a certain order. The book arrived one picture they have produced my daughter a mullet and in the other her bangs are in her eyes. The book is not in order. It is poor quality for the cost and the photos on the front of the book are poor quality and look pixelated. For the price I paid I would expect better quality, better personality from the photographer which I also expressed in my zoom meeting so I gladly you to go back and review that. I either want this refunded or replaced. You also changed my sons pants from ***** to red which clashes with the girls. My young child could have done a better editing job than this.

  Business Response

  Date: 10/26/2024

  I'm truly sorry to hear about your experience and appreciate you bringing these concerns to our attention. We strive to create magical moments for families, and it's clear we fell short during your session.
  
  Regarding the conditions in the studio, I apologize if it felt uncomfortable, as we aim to maintain a welcoming environment. Your feedback about the photographer's pacing and approach is important, and I will share it with our team to ensure we improve.
  
  I'm also concerned about the specific issues with your photo book, including the order of the images and the quality of the prints. Its unacceptable that your daughter's hair was not edited as requested and that the photos did not meet your expectations. I understand how disappointing this must be.
  
  I know that you are currently working with our Experience Concierge Team and dedicated Artist to ensure the corrections are made.

  
  Thank you for giving us the opportunity to resolve this. Your satisfaction is very important to us, and we hope to make this right for you.

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service 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 have never received the photos from the photo session. I have called the company several times to inquire about the status. I always received a response that they will follow up and they can see the notes that the photos are being looked into but no one is within the company is following up. The agent always replied with they are looking into the matter and will have an answer soon. I have yet to receive an updated status and the photos.

  Business Response

  Date: 09/28/2024

  Thank you for bringing this to our attention, and we sincerely apologize for any delays. Were happy to inform you that your package was sent on September 19th and delivered on September 20th. We hope you are pleased with the final results, and if you have any further questions or need additional assistance, please dont hesitate to reach out. We are here to help! 

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RUN!!!!!I won a raffle to get a free photoshoot and item worth $400. I took my step daughter along with my husband approximately 2 hours away so she can take pictures. The photographer is absolutely amazing and had the whole family laughing the entire time...The nightmare occured during the zoom meeting. Their "pacakages" prices are absolutely insane and obviously we didn't have 4 grand to spend on pictures. After being told the affirm prices, we agreed after being heavily stared at throught the call and was tricked into applying for a loan through another company before they gave us the actual affirm link. That's red flag #1. I should've ended the call right there but alas, I wasnt thinking about it enough. I tried to cancel via email since it hasn't been over 24 hrs since the price/month is absolutely unachievable. Keep in mind, the consultant never mentioned that they don't accept cancelations.. which is absolutely preposterous. You would think that would be the first thing you are told. After reading some of the complaints on here, I see that there was a "contract" that had to be signed which appearently stated the cancelation policy. I never got to read nor see one as the consultant sent over a signature screen stating it's confirming my address. When trying to cancel; I recieved an automatic message stating to set up a zoom date to address these issues. However, the next available day won't be until weeks from now and I want it canceled before processing begins. After requesting everything be done by email (papertrail), I then received another email stating delivery won't go out until I pay off the ENTIRE affirm loan... a year from now. This is by far the worst customer service I've ever experienced. I'm no longer interested in this company and definitely the order. I am trying everything to cancel but to no avail at the moment.

  Business Response

  Date: 09/07/2024

  Dear *******,
  
  Thank you for your feedback. Wed like to address your concerns and clarify the process.
  
  During your Zoom call with your Portrait Consultant, they answered all questions regarding your order and confirmed your decision to proceed, including financing through Affirm. The payment was processed during the call, and no information was hidden or misrepresented.
  
  As per our policy, which was signed, cancellations or refunds are not permitted. Your order has already been sent to our *************** where an artist has been assigned. Our standard turnaround time is 6-8 weeks.
  
  To discuss any adjustments to your order, a Zoom meeting with Client Relations is required. If you would like to schedule, please respond to the recent email we sent.
  
  Best regards,
  Enchanted Fairies

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Id been seeing these magical photos advertised all over ******** and signed up for their chance to "win" a photo shoot for my daughters. They texted and emailed withing days and I had to pay a booking fee that was said to be refunded after the shoot (never was). The shoot itself went great, besides having to drive over an hour and the studio had no ac. No prices are discussed which I found odd and unprofessional. The zoom meeting to be shown pictures was a month out so I assumed it was due to the editing process but I was wrong. They were just the raw photos. The salesman was very pushy and rushed me to make a decision, stating he was late for the next zoom meeting and that if I didn't decide then, I would loose the pictures. He convinced me to go with one of the "cheaper" packages yet still never added the free print that was promised when I booked the shoot. Once I received the email with the first edited proofs, I was beyond disappointed! They aren't the custom art pieces that I was told they would be. The "magic" is the same stamps just reversed for each picture. The filter put on my eldest makes it look like she has a rash on her face.I expressed my disappointment, and they told me I had to schedule another zoom call to discuss options that was weeks out. After finding a whole group dedicated to this company scamming people, I realized they are never going to provide the quality product they advertised(what I paid for) so I told them to cancel my order entirely and they sent me a disclosure they are claiming I signed yet I wasn't shown at the time of the zoom call. Regardless, that disclosure means nothing when they aren't providing the merchandise being advertised. I have disputed the charge with my creditor and they are investigating.

  Business Response

  Date: 09/07/2024

  Hi ******,
  
  Thank you for sharing your feedback. We understand that your experience has not met your expectations. Recently, your order was reviewed by our team. We want to clarify that during your Zoom call, all pricing, policies, and details regarding your order were clearly communicated. The decision to proceed with the package was made after reviewing these aspects.
  
  We also want to acknowledge that while youve expressed disappointment with the images, our team has been committed to working with you to address any concerns with your order. Although we are unable to provide a copy of the Zoom call due to it being for internal use, we have thoroughly reviewed it to ensure all procedures were followed.
  
  While we understand your desire to cancel, as per our policies, all sales are final. However, **** reviewed your order for other options, which we can discuss after the dispute with your creditor is resolved.
  
  Thank you,
  
  Enchanted Fairies

  Customer Answer

  Date: 09/07/2024

  I am rejecting this response because:   On the zoom call that they keep referring to yet won't produce a copy of, would show how pushy the sales man was and that the quality I was promised, can't be produced. It would also show him adding "free" additional items to the package that in turn is another excuse they used as to not canceling the order. I am not the only one as shown by the MANY complaints this company has against them, that they are selling fake promises. The product isn't what was agreed upon, thus has nothing to do with their hidden small print disclaimers. These poorly/sloppy edited pictures are not the works of art I was told I would be getting. I want the entire order canceled. 

  Business Response

  Date: 09/14/2024

  Hi ******,
  
  Thank you for your continued feedback. We understand your frustration and want to reiterate that during the Zoom call, all aspects of the package, including pricing, policies, and the nature of the product, were thoroughly reviewed and agreed upon. While we cannot provide the recording for privacy reasons, we have fully reviewed it internally, and our team followed all procedures correctly, including the addition of any complimentary items at the time of the order.
  
  We regret that you are not satisfied with the final images, and our team has always been willing to discuss and work through your concerns.
  
  As mentioned previously, all sales are final, in line with the policies shared during your Zoom consultation and agreed upon at the time of purchase. However, as mentioned before, we are happy to discuss further options after the resolution of the dispute with your creditor.
  
  Thank you for your understanding.
  
  Sincerely,
  Enchanted Fairies

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is definitely not worth your time and I would give zero stars if I could. The experience itself wasnt what was expected at all. It felt very rushed. My daughter, especially nonetheless loved doing her photos. But after asking many times for pricing and receiving them, I was forced to wait for the zoom call that was scheduled two weeks after the photo shoot. These people give you no idea of pricing or cost or what to expect. Upon having a quick slideshow of all the photos that were taken, I was given package options which ranged from $3000-$15,000. I was told that for any oil paintings there is a three-year waiting Period, Which they dont tell you before your photos if you were interested in getting an oil painting. So Iwhich they dont tell you before your photos if you were interested in getting an oil painting. So I simply just asked if I could buy the digital photos themselves. No editing just the photos that were shot by the ********* which I was told I could, but every four photos would be $1000 . that is absolutely insane for an edited original digital photos.All these people are going to do is railroad you. I highly suggest finding a normal Photographer, that isnt money hungry.I sent them feedback via email and the only thing I got back was that they do have a pricing guide on their website. Which prior to the photo shoot I search that website high and low with no pricing available anywhere, so thats interesting to see now.

  Customer Answer

  Date: 08/07/2024

  I have attached comments made to me by others who have had experiences with this company.

  i have many more previous customers I have created a group for that have been wronged by this company & or mislead & taken advantage of. 

  Customer Answer

  Date: 08/07/2024

  I have attached comments made to me by others who have had experiences with this company.

  i have many more previous customers I have created a group for that have been wronged by this company & or mislead & taken advantage of. 

  Business Response

  Date: 08/21/2024

  Thank you for sharing your feedback, *****.
  
  We're sorry to hear that your experience didn't meet your expectations. Our a la carte pricing has always been available on our website here: ********************************************************************************************************** also includes information about our digital photos and oil paintings. The oil paintings are currently scheduled for return by March 2025. We apologize if you missed this information before your session.
  
  We understand that our pricing may seem high, but we'd rather apologize for the price today than for the lack of quality. We do offer different packages if you choose to purchase further. Please note we give one complimentary 8x10 wall portrait on our exclusive archival material per family for attending a sessions with us. This gift 8x10 is designed to last you over 100 years and there is always no obligation to purchase anything further.
  
  Thank you again for your feedback. If you have any further questions or need assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because:   This is not a proper response or solution. Nowhere in any of the links given to me was pricing information, I looked high & low trust me. In order to view any type of pricing which states customers invest $1k-$10k is NOT pricing information. People are being blind sighted & you guys dont even offer a reasonable amount for the raw unedited digital images that all you have to do it email over. I would totally pay a reasonable price for the raw unedited images but $1,000 for 4 is just not any where near realistic. 
  

  Business Response

  Date: 08/31/2024

  Thank you for your continued feedback.
  
  I wanted to clarify once again that our a la carte pricing is available on our website under the "Pricing & Investment" section.
  
  As a fine arts company, we are dedicated to ensuring that every image we provide meets the highest standards of quality. Therefore, we do not offer unedited images. We believe it's important to maintain the integrity of our work, and we'd rather apologize now for the pricing than compromise on the quality our Guests deserve.
  
  Thank you.

  Customer Answer

  Date: 09/01/2024

  I am rejecting this response because:   
  

  I would like to clarify once again that no ** ******** pricing is found in any of the links given that should lead directly to your website.

  stating that you do not offer to sell unedited images is absolutely false seeing to as on my zoom call the lady tried to get me to pay $1,000 for 4 unedited images. 
  please make it make sense. 

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/25/24 I won a raffle for a gift by the company Enchanted Fairies on social media stating that I won a package for a free photo session and free 8x10 print. Other photos in packages could be chosen and purchased during a zoom call. On 7/25/24 I scheduled an appointment for the gifted photoshoot. There was a deposit of $49.00 that would be completely refunded once you made it to the appointment. 1st: the appointment was double booked and I called to say that I was scheduled twice and was charged $49 twice. I called ***************** at 11:08amCST on 7/25/24 and the woman stated that the extra appt at 9:00am on 8/1/24 was cancelled cost would be refunded (it is 8/3 and still not refunded).I emailed to request the refund of both $49.00 payments because we did go to the 8/1/24 appointment as scheduled. I did not receive an email back or a refund yet. 2nd: at the appointment login desk, I had to sign in on an iPad. In retrospect they do not need my childrens name and birth date. I was excited to be there and was filling out the form and did not realize until we got home that they requested a birth date. I emailed to request that their names and birth dates be deleted from all of their company records and stated that I rescind permission for them to have my children's names and birth dates.I seek to have my two $49.00 deposits refunded (one should have been refunded immediately when it was a duplicate appointment). I also seek to have my son and daughters name and birth date removed from all of enchanted fairies company records. After reading customer reviews, I am feeling nervous about falling for a scam and am concerned for the safety and protection of my children.