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

  31 Mamaroneck Ave Ste 400 White Plains, NY 10601

  
• 

  Enchanted Fairies of Ann Arbor

  2002 Hogback Rd Ste 6 Ann Arbor, MI 48105

  
• 

  Enchanted Fairies

  70 N. Broad St. Ste. B Winder, GA 30680

  
• 

  Enchanted Fairies Studio

  6421 Congress Ave Ste 104 Boca Raton, FL 33487

  

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:08/01/2024

  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.

  March 13th,I have not be able to reach you guys and I felt really pressured to get these expensive photos because **** said it was the only day to ever pick them. No matter how little of items I tried to get everything kept end up being around 2k-3k. Want to get the book alone is 3k, wanting to get just digital was around the same, I never got any options in the $100 despite me not getting approved for other finance(obviously cant afford much). Ive paid $741 in house so far and I just would like to get something for that and cancel the rest of the order. The pictures dont get edited until paid for and I havent fully paid. So there is no loss on you guys end. I cant afford this package any more and I didnt receive a product to regret, refund or return. Would need a product or service for it to be considered a refund.So please assist me with what I can get for my amount and cancel the rest. You can pick any photos I liked. Thank you!!

  Business Response

  Date: 08/17/2024

  Dear **********,
  
  Thank you for bringing your concerns to our attention.
  
  We want to assure you that we never intend for any of our clients to feel pressured during their experience with us.
  
  We are more than willing to investigate this matter. Please contact our Experience Concierge team at ******************************************************** so we can connect you with our Client Relations department.
  
  We value your business and look forward to assisting you.
  
  Sincerely,
  Enchanted Fairies

• Initial Complaint

  Date:07/21/2024

  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 beginning of the experience was great. Its after during the sales pitch that was horrible. The sales consultant was bullying me and my fianc into making a purchase after we said multiple times that it was outside of our budget and basically said if we didnt buy any pictures now, we wouldnt be able to at a later date when we could afford it. I said at least 7 times that the prices were too expensive and the consultant really made us feel like we had to purchase something or we would get no pictures of our daughters. We feel we are being overcharged from what was originally said at the start of this process. I was supposed to have won a free photoshoot and photograph and ended up having to pay in order to get any photos. I just want to cancel the order after being grossly misled from the start.

  Business Response

  Date: 07/27/2024

  Hello Cheyenne,
  
  Thank you for your message and for choosing to participate in a photo session at our *******, ** location. Were thrilled to hear that you had a great experience!
  
  Please be assured that all our Zoom Photo Premieres are recorded, and well be reviewing the call to identify any areas for improvement.
  
  To address your concerns and provide further assistance, youll be meeting with our Client Relations Team on August 1st. We look forward to discussing everything with you then.
  
  Thank you again for your feedback and for giving us the opportunity to assist you.
  
  Best regards,
  Enchanted Fairies

• Initial Complaint

  Date:07/14/2024

  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.

  I paid for some pictures for my daughters and was told that I will get two pictures within 6-8 weeks mid October. I have not received my pictures until AFTER CHRISTMAS of 2023. If it wasnt for me reaching out to them about my pictures I probably wouldve never received them. Those pictures were supposed to be sent to their sick dad for Christmas Im extremely upset and disappointed because you all charge thousands of dollars and dont do what youve promised. I reached out to complaint and asked for my money back and I didnt even receive a response! They ruined my daughters Christmas! They missed led me and dont want to refund my money back!

  Business Response

  Date: 07/20/2024

  Dear ********,
  
  Thank you for your message. We understand how important these pictures are to you and your family. We received your original message on 12/22/23, letting us know you had not received the portraits from your order that were paid in full.
  
  At that time, Enchanted Fairies discovered the error and corrected it promptly by placing the paid-in-full portion of the order on a "911" status to ensure the speediest delivery.
  
  On 12/27/23, an email confirmation of your portraits being shipped was sent to you. On 1/2/24, the link for the high-resolution digital images was sent via email.
  
  Understanding your frustration, we offered to meet and discuss the order and further attempt to remedy the situation in the best way possible. While we attempted to meet with you in December of 2023, it appears that you are now scheduled for this upcoming Wednesday, July 24th, at 2:30 PM Central Time to meet with our Client Relations team to discuss your order.
  
  We look forward to speaking with you soon.
  
  Best regards,
  Enchanted Fairies

  Customer Answer

  Date: 07/24/2024

  I am rejecting this response because:   I just ended the zoom call with client relations after they chased me down to set up an appointment with them just to tell me in my face that they are not interested in giving me a refund. Please do not do business with these people. They failed on a promise they made to me as a customer and did not want to do anything to fix it. 

  Business Response

  Date: 07/30/2024

  Hello ********,
  
  Thank you for taking the time to meet with Client Relations. We understand your disappointment regarding the timing of your portrait delivery, which arrived a few days after Christmas on 12/29/2023. Additionally, we sent the link to the High Resolution Digitals on 1/2/2024, which fulfilled the portion of the order that was fully paid.
  
  Regarding the remaining balance on the Enchanted Fairies Payment Plan, we noted that only one payment of $218 was applied on 11/30/2023, leaving an outstanding balance of $2,387.00.
  
  To address this, Client Relations has offered to provide an additional 8x10 print along with a web-optimized version of that pose for the $218 already paid. This offer would close out the order with a $0 balance due.
  
  Best Regards,
  
  Enchanted Fairies

• Initial Complaint

  Date:07/13/2024

  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.

  I had a phone call to purchase photos. During this phone call I felt rushed and unease afterwards so within less than 24 hours I attempted to cancel my order. It's extremely difficult to get a hold of someone but I sent an email, left a message, and text. This is what I sent them:July 13, 2024 Dear Enchanted Fairy's Subject: Request for Cancellation of Purchase and Refund I am writing to formally request the cancellation of my recent purchase and a full refund in accordance with the ************************ (FTC) regulations. Below are the details of my purchase:- Date of Purchase: July 12th, 2025 - Product Description: Picture Art **** further consideration, I have decided that I no longer wish to proceed with this purchase. As per the **** Cooling-Off Rule, I understand that I have the right to cancel any purchase made at my home, workplace, or a seller's temporary location (such as a fair or convention) within three business days from the date of purchase.I am exercising my right to cancel this transaction within the specified period. I kindly request that you process this cancellation and issue a full refund to my original method of payment as soon as possible. Please confirm receipt of this request and provide me with an estimated timeline for the refund process.Thank you for your prompt attention to this matter. I look forward to your confirmation and assistance in resolving this issue swiftly.They responded that I cannot change or cancel my order even though its been less then 24 hours.

  Business Response

  Date: 07/23/2024

  Dear ********,
  
  Thank you for bringing your concerns to our attention. We strive to ensure a positive experience for all our clients and regret that you felt rushed during your photo premiere process. We appreciate the opportunity to address your concerns.
  
  We apologize if you had difficulty reaching us. We value prompt communication and continuously work to improve our responsiveness. Upon review, your messages were received on July 13th, and we replied to your concern on the same day.
  
  I noticed you mentioned the cooling-off period, and I would love to help give some more clarification on this. The **** Cooling-Off Rule does not apply to purchases made entirely online, by mail, or by telephone.
  
  Nevertheless, we understand your desire to have your order reviewed. A Zoom meeting with our Client Relations team has been scheduled for July 27th, where we can discuss your order in more detail.
  
  We look forward to speaking with you again soon.
  
  Best regards,
  Enchanted Fairies

  Customer Answer

  Date: 07/23/2024

  I am rejecting this response because:   My dissatisfaction with the experience I had.  The process felt rushed, and I found the viewing and sales experience to be frustrating, unpleasant and uncomfortable.   I requested to cancel my order less than 24 hours of hanging up with the sales person.  Given that production has NOT started, as I have not finalized the proofs,  I believe it is reasonable to expect my cancellation request be honored and a full refund be applied back to my credit card.

  
  I trust a reputable business would consider accommodating such a request made within a short timeframe.  Given that it was made in less than 24 hours.

  Business Response

  Date: 07/30/2024

  Dear ********,
  
  Thank you for your reply.
  
  It seems that you had a scheduled Zoom meeting with Client Relations to discuss your order further on July 27th, but it appears you did not connect. We would still love to speak with you.
  
  At your earliest convenience, please reply to the email we sent, and we will arrange a new meeting time.
  
  Thank you,
  Enchanted Fairies

  Customer Answer

  Date: 07/30/2024

  I am rejecting this response because:   There is no reason for an additional zoom call. Any reputable company would provide a full refund for a cancellation made within 24 hours, especially given the difficulty reaching a representative and the need to schedule meetings. I am highly dissatisfied with your companys practice and sales tactics which I find to be unacceptable. There is no reason why you cannot provide me a refund. You have NOT started productions or processed any of my proofs,  as I have not chosen any. Im requesting a refund. I dont want to do business with your company so theres nothing to discuss.

  Business Response

  Date: 09/07/2024

  Dear ********,
  
  Thank you for your response. We want to address your concerns directly. We had scheduled a Zoom meeting for July 27 to discuss your options for your order. However, as there was no attendance at the scheduled time, we were unable to move forward with assisting you.
  
  We understand your request for a refund; however, as per our policy, all sales are final. That being said, we remain committed to working with you to find a resolution. If you would like to reschedule a meeting, we are happy to assist.
  
  Thank you for your understanding,
  Enchanted Fairies

• Initial Complaint

  Date:07/06/2024

  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.

  I had gotten a photo shoot for my daughter (compliments from the business). They scheduled a follow up zoom call during which time I feel I was unfairly persuaded into purchasing a package (they threaten to charge you for rescheduling the call, refuse to give you more time to consider the purchase, tell you purchasing is optional). I made the purchase (they use a third party financing system) and within not even an hour I reached out with my regrets only they are next to impossible to contact. No response from the email (to the person I spoke to), they don't answer their phone, and the number they tell you to text doesn't respond. I put a hold on my bank account and reached out to the financing company (who says they can't cancel it, that I must contact the company). I had a bad feeling so I looked into the company more and see there are several complaints as well as a suit with the national labor relations board. I am also pursuing the Maryland attorney general re: buyers regret laws and protections.

  Business Response

  Date: 07/10/2024

  Dear ********,
  
  Thank you for sharing your concerns. We are sorry to hear about your recent experience and appreciate the opportunity to address your issues.
  
  First, we want to clarify that while our packages are designed to offer valuable keepsakes, purchasing them is entirely optional. We apologize if you felt pressured during the follow-up Zoom call. Our intent is to provide clear information and options to help you make the best decision for your needs, not to make you feel coerced.
  
  Regarding your attempt to cancel the purchase and the difficulties in reaching us, we sincerely apologize for the inconvenience. We strive to be accessible and responsive, and we regret that we failed to meet your expectations in this instance. We will investigate why our communication channels were not responsive and take corrective measures to prevent this from happening again.
  
  We take your concerns seriously and are committed to resolving this matter. Our team will contact you directly within the next 24 hours to discuss your situation and find a satisfactory resolution.
  
  Additionally, we want to reassure you that we are committed to maintaining high standards of business conduct and ethics. We value our clients and aim to address all complaints promptly and effectively.Thank you for bringing this to our attention. We look forward to resolving this matter quickly and restoring your trust in our business.
  
  Sincerely,
  Manager of Experience Concierge
  Enchanted Fairies

• Initial Complaint

  Date:07/03/2024

  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.

  I had a great experience with the photographer. But I had to make my zoom appointment for pretty much a month later, well when the time came, they canceled 24 hrs before. Then is trying to schedule me for another month away! Its u professional. Of a business cancels on you they should find time for you asap. Its not fair everyone else gets to keep their appointments but mine was canceled for no reason! Still havent made an appt. They are holding my photos hostage!

  Business Response

  Date: 07/10/2024

  Dear *******,
   
  Thank you for sharing your feedback and for your kind words about your initial experience with our photographer. We sincerely apologize for the inconvenience caused by the rescheduling of your Zoom appointment.
  
  We understand how frustrating it must have been to have your appointment canceled 24 hours prior and then offered a reschedule date a month later. This is not the standard of service we strive to provide. Unfortunately, unexpected circumstances occasionally arise, impacting our schedule more than we would like.
  
  We are committed to making this right for you. Our team will reach out to you directly within the next 24 hours to arrange a new appointment at the earliest possible time. We value your time and satisfaction, and we will do everything we can to expedite this process.
  
  Your photos are very important to us, and they are not being held for any reason.Thank you for your understanding and patience. We look forward to resolving this matter quickly and providing you with the service you deserve.
  
  Sincerely,
  Manager of Experience Concierge  
  Enchanted Fairies

• Initial Complaint

  Date:06/24/2024

  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.

  I am writing to formally lodge a complaint against Enchanted Fairies for misleading pricing and poor customer service during a recent interaction. My experience has left me extremely disappointed and dissatisfied with their business practices.On [date of zoom call], I had a Zoom call with a representative from Enchanted Fairies to discuss their photography packages. During the call, we discussed three packages, with the middle package priced at $4800 and the higher one at $7300. I expressed that I did not need physical prints as I live in an apartment with no wall space. The representative then offered a reduction, pricing the middle package at $3800 and the higher one at $5800, both including a storybook as I did not need the physical prints.However, after the call, I received text messages and an email from a representative requesting payment of $4800 for the middle package. This was contrary to the agreement we had during the call. When I requested another Zoom call to clarify the pricing and see the packages again, I was sent an invoice with outrageously high fees. Upon expressing my concerns, I was told that to keep the price at $3800, I would need to remove the storybook from the package, which was never mentioned during our initial discussion.I feel this is a clear case of bait-and-switch tactics and false representation of their products. This experience has not only caused me frustration but has also led me to lose trust in their business. I was hoping to engage in their services regularly with my children, but this experience has deterred me from doing so.I kindly request that the Better Business Bureau investigate this matter and take appropriate action against Enchanted Fairies to prevent such occurrences from happening to other customers in the future. I also seek a resolution that honors the original agreement made during the Zoom call.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business Response

  Date: 07/08/2024

  Dear ******,
  We sincerely apologize for the inconvenience and frustration you experienced during your recent interaction with Enchanted Fairies. We take your concerns very seriously and are committed to resolving this matter to your satisfaction.
  We have reviewed your complaint and understand the issues regarding the pricing and the subsequent communications. We acknowledge the discrepancy between the agreed-upon prices during the Zoom call and the information you received afterward.
  We have attempted to contact you several times via phone to discuss and resolve this situation, but unfortunately, we have not been able to reach you. We would very much like to arrange a meeting at your earliest convenience to address and resolve these concerns. Our goal is to honor the original agreement made during the Zoom call and ensure you are satisfied with our service.
  Please let us know a suitable time for you to have another discussion. We are committed to making this right and regaining your trust in our business.
  Thank you for bringing this to our attention. We look forward to resolving this matter promptly. Please contact us at ******************************************************** or ************. 
  Best regards,

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

  Director of Customer Service

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

  Customer Answer

  Date: 07/15/2024

  I have reviewed the business response and accept this resolution. I was able to contact the company and they rectified the issue.

• Initial Complaint

  Date:06/14/2024

  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.

  Date of Transaction: 05/07/24 The amount of money paid to business: ***** through 2 third party lenders What the business committed to provide: Customized pictures What is the nature of the dispute: I would like to cancel this order. Within an hour of doing so I found out that this business scams people into paying lots of money for what's supposed to be very high quality pictures. So I called the lender within a couple hours trying to cancel and they let me know only the Merchant can cancel the order and they will reflect that decision. I asked the Merchant if they could cancel the order seeming it hadn't been 24 hours yet and since it says it takes 6-8 weeks to have everything ready I was sure they didn't do much on my order yet. They declined and stated that all sales are final. Then after I wanted to cancel I was receiving emails about approving my proof of the pictures. I was denying and saying I don't approve then this merchant really started to feel like a scam during our zoom meeting with a manager. I had questions like if someone doesn't approve of the edits/pictures do they still have to take them? the answer was yes. Why would you make someone take something they don't end up liking. Next question was about my in house balance that I owed them $262.64. In their contract it states that upon finalizing my order( I still had a balance meaning nothing was finalized) with my consultant the purchase cant be changed, canceled, or refunded. With that being said I still had a window of cancellation. I let them know this and that I couldn't pay this balance either and that I didn't even want the product because I knew about the scamming. their contracts says " payment must be paid in full before processing shipment" After this zoom meeting the merchant reached out and said they will cancel the in house balance for me but they wont cancel with the lenders this was a trick. see emails. when i asked for the receipt it says "paid in full" Please see uploads.

  Business Response

  Date: 06/17/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,

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

  Director of EC

  Enchanted Fairies

  Business Response

  Date: 06/18/2024

  Dear *********,
  We appreciate your feedback and take your concerns seriously. We apologize for any confusion or inconvenience you have experienced.
  Transaction and Cancellation Request:
  Upon receiving your order on 05/07/24, our team began the initial stages of customization, as per our standard procedure. You requested to cancel the order within a few hours of placing it. While we understand your concerns, our policy clearly states that all sales are final. This policy is in place due to the highly personalized nature of our products, which begin processing immediately upon order confirmation.
  Lender Communication:
  We understand you contacted the third-party lender to cancel the order. As per their policy, only the merchant can authorize cancellations. When you reached out to us, we reiterated our policy of non-cancellation after order initiation, as detailed in the contract.
  Proof Approval Process:
  Our process involves sending proofs for customer approval to ensure satisfaction with the final product. Your consistent denial of the proofs and subsequent interactions raised concerns, prompting a meeting with our manager. During this meeting, we clarified our policies, including the non-refundable nature of customized orders.
  In-House Balance and Contract Terms:
  Your query about the remaining balance of $262.64 and our contract terms was addressed. The contract specifies that no changes or cancellations are permitted once an order is finalized with the consultant. Despite your balance indicating the order was not fully paid, our policy requires full payment before shipment processing.
  Resolution Offered:
  To address your concerns, we offered to cancel the remaining in-house balance, effectively reducing your financial obligation to us. However, as per our agreement with the lenders, we could not cancel the financing. The receipt indicating "paid in full" reflects this adjustment.
  We strive for transparency and customer satisfaction and regret that our policies and processes have caused you distress. If you have further questions or require additional clarification, please do not hesitate to reach out.
  Sincerely,

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

  Director of EC

  Enchanted Fairies

  Customer Answer

  Date: 06/19/2024

  Hi, 

  mom just sending this update. I originally stated in my dispute that since everything wasnt paid in full. Thats why I had an in house balance thats why I should have had the chance to cancel. I asked for a receipt and it said paid in full they put false information when really they canceled my in house order and thats why they sent me the letter after words not a professional letter just an email and no receipt of my canceled in house order. Now that i have you guys involved they are trying to reduce the balance and throw in some bonus items. They have the ability to just cancel my order if the can cancel my in house order then take down 700 they can cancel the order entire especially because I dont want the i teams anymore and they know that since a couple hours after I made the order because I realized I was played. I never even knew about pricing until the zoom call. Then I didnt get a chance to read it well because everything was happening fast. My fault of course but ** trying to fix it and these scammers arent helping. 

  Business Response

  Date: 06/19/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,
  *********************
  Director of EC
  Enchanted Fairies

  Business Response

  Date: 06/23/2024

  Date of Transaction: 05/07/24
  Amount Paid to Business: $2,700 through 2 third-party lenders
  Nature of the Dispute: Request to Cancel Order
  Dear *********,
  Thank you for reaching out to express your concerns. I would like to address the points you raised in your complaint.
  Order Cancellation: According to our records, you requested to cancel your order shortly after placing it. Our policy, which you agreed to upon signing, clearly states that all sales are final and no changes, refunds, or cancellations can be made once the order is finalized. This policy is in place to ensure the timely processing and customization of each order, and you acknowledged and agreed to this policy upon signing the contract.
  Lender Communication: You mentioned contacting the lender within a couple of hours to cancel the order. Since the financing is handled through third-party entities like Affirm and Uown Leasing, the cancellation process would need to be initiated and confirmed by them. We, as the merchant, do not have the authority to cancel or refund payments made through these third-party financing options.
  Order Status and Proof Approval: Our team sent you emails regarding the approval of your picture proofs, which is a standard procedure. The approval process is necessary to ensure that the final product meets your expectations. In the case that a customer does not approve of the edits, we work closely with them to make the necessary adjustments. However, as stated in our policy, all sales are final once the order is confirmed.
  In-House Balance: We acknowledged your request and as a courtesy, we cancelled your in-house payment plan of $262.64. This adjustment was made despite our policy indicating that no cancellations are allowed. We believe this demonstrates our commitment to customer satisfaction, even when it goes beyond our standard terms.
  Miscommunication and Contract Terms: We understand your concerns about the terms mentioned in the contract. The phrase "payment must be paid in full before processing shipment" refers to the requirement that all payments should be completed before the final shipment of the product. Since your financing through Affirm and Uown Leasing was already processed, this clause was satisfied.
  In light of your dissatisfaction, we would like to offer you a complimentary item from our ***isan Collection as a gesture of goodwill. Please choose from the following options:
  3 x 11x14 Wall *** Portraits (valued at $600 each)
  7 x 8x10 Wall *** Portraits (valued at $200 each)
  1 x 10x10 Storybook (valued at $3,000, with your choice of cover)
  Please let us know which option you prefer so we can proceed accordingly. We appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Sincerely,
  *********************
  Director of EC
  Enchanted Fairies

• Initial Complaint

  Date:06/05/2024

  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.

  On 3/29 my daughter had a session at Enchanted Fairies. During session the photographer had issues with camera but after 15 minutes she told me everything was fine. On 4/20 I had my zoom premier & had to select photos for products. During session I was told how beautiful my daughters' photos were & how great they would look once edited. I paid in $3,500 fora **************** contract On 5/3 the person who shared photos on zoom asked if I could talk. During phone conversation she informedme that none of the artists could work with my photos because they were all overexposed & they werent comfortablewith the products they would be able to create. She scheduled a makeup session for 5/11. On 5/9 I received an email stating my session was cancelled. This is when I began to see red flags. Ilooked on the BBB & saw all the complaints. I emailed Enchanted Fairies requesting a refund since my pictures are overexposed & my session was cancelled. I got a generic reply stating I must make a zoom appointment with customer relations. On 5/15 zoom I was told that because I signed contract they cant refund me. I explained I was mislead in believing my pictures looked beautiful & hadI known about the overexposure I wouldnt have signed contract. The person on zoom call should have been knowledgeable about thepoor quality of my photos since they are selling the products. The customer relations rep. kept reading a generic statement throughout. I asked if I could speak to someone higher & he said theres no one. I requested numerous timesto be refunded, but instead was offered extra unnecessary products that exceed $3,000. Why cant I just have my money back? He also revealed my photographer was a novice.With all the lies & dishonesty I should be refunded. Best part is today 6/5 I get an email saying my photos are ready to be approved! I thought they were uncomfortable using the images since they were overexposed. Its very apparent how bad the quality is on proofs.

  Business Response

  Date: 06/11/2024

  Dear ******,
  Thank you for reaching out to us regarding your recent experience with Enchanted Fairies. We deeply regret the inconvenience and frustration you have encountered.
  After carefully reviewing your case, including the issues you experienced during your daughter's photography session on March 29th, the subsequent premier on April 20th, and the developments leading up to June 5th, we acknowledge the discrepancies and challenges that have occurred. We understand your concerns about the quality of the photos and the communication you've received.
  Please be informed that we have processed your full refund. You should see the refunded amount credited to your original payment method within the next 5-7 business days.
  We apologize for any distress this situation has caused and appreciate your patience as we resolved this matter. If you have any further questions or need additional assistance, please feel free to contact us directly.
  Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our services in the future.
  Best regards,

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

  Director of EC

  Enchanted Fairies

  Business Response

  Date: 06/13/2024

  Dear ******,
  Thank you for reaching out to us regarding your recent experience with Enchanted Fairies. We deeply regret the inconvenience and frustration you have encountered.
  After carefully reviewing your case, including the issues you experienced during your daughter's photography session on March 29th, the subsequent premier on April 20th, and the developments leading up to June 5th, we acknowledge the discrepancies and challenges that have occurred. We understand your concerns about the quality of the photos and the communication you've received.
  Please be informed that we have been notified that your credit card company has issued a complete refund. You should see the refunded amount credited to your original payment method within the next 5-7 business days.
  We apologize for any distress this situation has caused and appreciate your patience as we resolved this matter. If you have any further questions or need additional assistance, please feel free to contact us directly.
  Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our services in the future.
  Best regards,
  *******************************
  Director of EC
  Enchanted Fairies

• Initial Complaint

  Date:05/21/2024

  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 a scam! I took my kids in February for this experience. The photographer was very nice! Then we received the dreadful call with the packages. I purchased a package for $400. This included (3) 810 and (3) 57. So the excitement was there and I was very excited to receive the photos that they say are top notch! When I received the photos I called because of the shadowing behind my kids. So they complied and said they would fix the issue. NOW THIS IS WHERE IT WENT DOWNHILL! so they sent back photos and they were horrible. My son face looked different..the complexion of his face compared to his legs were totally different. Then my daughter was missing ears in the photos, it was just back and forth. They finally offered a 11x14 photo but why would I accept this if my kids don't look like themselves. They told me they would give me a VIP experience but again, that would not work because the studio is 2 hours away from me now! Also, let's not talk about the rude customer service or client relations specialist they have. I told them that I wanted my money back! They then told me that I could not get my money back. They also said that they have exhausted all of their options and I had to choose pictures and that's it. This place is a joke and anyone that wants to take their kids...RUN!!!!!!! They pretend like they care, the don't!Also, they sent someone pictures to me. Then told me I need to take them to the nearest *** for return!!!BEWARE!!!!!! Look at these pictures..how insulting for them to change my kids skin complexion.

  Business Response

  Date: 05/22/2024

  Hello *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience and dissatisfaction you've experienced with our service. Customer satisfaction is our top priority, and we strive to ensure every client leaves with cherished memories of their experience with us.
  Regarding the Issues with Your Photos:
  We understand that the initial concern was the shadowing behind ******* and ******. Our ************** worked diligently to address this by adjusting the lighting in the images. This process, while aimed at reducing shadows, can sometimes affect the overall appearance, including skin tones. We recognize that the results did not meet your expectations, and we regret any frustration this has caused.
  Corrective Actions Taken:
  Shadow Correction: Our team worked on reducing the shadowing in the background, which involved lightening the entire image to maintain a natural look.
  Multiple Rounds of Edits: We provided six additional rounds of proofing, significantly more than our standard one round, to meet your satisfaction.
  Offer of VIP Reshoot: To further rectify the situation, we offered a VIP Reshoot at our studio, understanding that this might be inconvenient due to the distance.
  Upgraded Print: We proposed upgrading one of your prints to an 11x14 as a gesture of goodwill. We also proposed changing to 3 new images. 
  Our Commitment and Policy:
  As outlined in our signed Enchanted Fairies Policy from March 14th, 2024, we have a no-refund policy due to the customized nature of our products. Despite this, we have made extensive efforts to address and correct your concerns.
  Next Steps:
  While a full refund is not possible as per our policy, we remain committed to resolving this matter to your satisfaction. We are happy to arrange another Zoom call to review the images and discuss any further adjustments that can be made. We want to ensure you receive the best possible version of your portraits.
  Conclusion:
  We genuinely appreciate your patience and understanding throughout this process. Our goal is to deliver beautiful, high-quality images that you and your family can treasure. Please reach out to us if you would like to schedule another meeting or if there are any additional adjustments you would like us to consider.
  Thank you for your understanding and for giving us the opportunity to make this right.
  Best regards,

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

  Director of Customer Service

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

  Customer Answer

  Date: 05/22/2024

  I am rejecting this response because:   the zoom representatives I have spoken with in the past do not listen.  They are rude and read from a script.  I would like an experienced manager to zoom with me.  Even though you don't offer a full refund, what about a partial.  This experience has been terrible and honestly I can't show these images to my kids.  My son has a beautiful complexion and I will not allow him to think this is okay for a company to showcase him!

  I'm sure you have my email given that you listed my kids legal name here.

  Business Response

  Date: 05/22/2024

  Dear *******,
  Thank you for your feedback and for bringing these concerns to our attention.
  We apologize for the negative experience youve had with our representatives. Your feedback is important, and we are committed to improving our customer service. We understand your frustration and regret any inconvenience caused.
  To address your concerns:
  Communication with Representatives: We acknowledge that your interactions with our representatives have not met your expectations. To ensure a better experience, we will arrange for you to speak with an experienced manager. This manager will be briefed on your situation and will provide the personalized attention you deserve.
  Zoom Meeting with Manager: We will contact you via email to schedule a Zoom meeting at a convenient time for you. During this meeting, the manager will discuss your concerns in detail and work towards a satisfactory resolution.
  Image Concerns: We understand the importance of how your son's images are portrayed. We take such concerns seriously and want to ensure that our services meet your standards. We will address this specific issue in our meeting to find a suitable solution.
  Please expect an email from us shortly to arrange the meeting with the manager. We are committed to resolving this matter to your satisfaction.
  Thank you for giving us the opportunity to make things right.
  Sincerely,

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

  Director of EC

  Enchanted Fairies