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 has 32 locations, listed below.

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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

  31 Mamaroneck Ave Ste 400 White Plains, NY 10601

  

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:11/14/2023

  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.

  Went with my daughter in law to to get pictures made of my granddaughter at this place enchanted fairies on 4-2-2023! After about a week we had a zoom meeting on 4-8-2023 where we saw proofs on our tv! The picture prices were phenomenal but we bought a package and paid in full! My amount was $421.20 by discover! My daughter in law bought same package at same price but did a payment plan! We each chose different pictures! They said proofs would be ready in 4-6 Wks! Never saw them! I have had to call, beg, complain, be angry! I get proofs I have to edit then get ghosted for months and this repeats over and over! I get apologies and it will get fixed! My daughter in law still do not have our pictures as of yet! And my granddaughter had just turned 3 when we did this only now soon turning 4! She has changed dramatically! The last time they called the lady said she was setting up a zoom call with her HR **** turning themselves in for their lack of incompetence to look out for the email to set that up..never came! Im over this! I want compensation or refund! This place is ridiculous and the service too, and the artist are no artist I even know its computer editing!

  Business Response

  Date: 11/18/2023

  Dear ********,
  I hope this message finds you well. First and foremost, I want to sincerely apologize for the negative experience you and your daughter-in-law have had with our services at Enchanted Fairies. I understand the frustration and disappointment you've been facing, and I want to assure you that we take your feedback seriously.
  It is unacceptable that you have had to endure such a lengthy and frustrating process, especially when capturing precious moments with your granddaughter is so important. We are truly sorry for the delay, miscommunications, and lack of responsiveness that you have encountered.
  I want to address your concerns and provide a plan for resolution:
  Picture Delivery: We acknowledge that you have not received the proofs and pictures you paid for. We will expedite the process and ensure you receive the proofs as soon as possible. We are committed to delivering a product that meets your expectations.
  Communication: We understand that our communication with you has been lacking, and we apologize for this. Moving forward, we will improve our communication channels to keep you updated on the progress of your order. You will not need to beg or complain to get a response from us.
  Quality Assurance: We are committed to delivering high-quality edited photos. While some editing may be done using software, our artists work diligently to ensure that the final product is visually stunning and captures the essence of the moment.
  Compensation: We understand your frustration and disappointment with our service. To make amends for your negative experience, we are prepared to upgrade one of your images to double the size an 11x14" and I will have the slideshow (an MP4 slideshow with all the images as shown in your presentation with no editing) and will have this emailed to both of you within 48 hours as a gesture of goodwill.
  We are taking immediate steps to address the issues you have raised, including implementing better internal processes to ensure this does not happen again in the future. We truly value your feedback and will use it to improve our services.
  Once again, we apologize for the inconvenience you have experienced, and we are committed to resolving this matter promptly. Please provide us with your contact information so that we can expedite the resolution process and arrange for the delivery of your proofs and pictures.
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to make this right for you. If you have any further concerns or questions, please do not hesitate to reach out to us directly at ************ or ********************************************************.
  Sincerely,

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

  EC Director

  Enchanted Fairies LLC

• Initial Complaint

  Date:11/06/2023

  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.

  Pricing is unreasonable for the quality of proofs received. Company was also withholding information intentionally regarding pricing and also gives false reassurance regarding altering orders. We had our Zoom call on July 15, 2023 and due to a family medical emergency I had to contact them on July 17, 2023 asking them if we can cancel the package and convert to another package instead as we had sudden medical bills. They told me I need to book a Zoom call to get it done. It took a long time to get a Zoom call scheduled that I had to place a dispute on the charges they made while waiting for resolution. It took until more than a month for me to have that Zoom call, only for them to tell me on that call that they will no longer alter any package and it stays as is. I cannot believe I had to wait close to a month for them to just tell me that they will not change anything. What a complete waste of time. Clearly, they could just have replied to my email on July 17 and told me the same thing.Fast forward to today and we still havent heard from them regarding the status of my daughters photo order even though the dispute regarding charges are long cleared and deducted on my account. Tried reaching out to customer service but no reply.

  Business Response

  Date: 11/06/2023

  Dear *****,
  We sincerely apologize for the frustration and inconvenience you have experienced in your interactions with our company. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.
  Firstly, we deeply regret any misunderstanding regarding our pricing and information provided during your Zoom call on July 15, 2023. We are committed to transparency, and it's never our intention to withhold or provide false reassurance regarding our pricing or services. We do have pricing available on our website and that is available to the general public. 
  We understand the unexpected medical emergency you faced, and we empathize with your situation. Your order had already been commissioned to your artist to begin work on it and you did sign and agree to our no cancel policy. We apologize for any difficulties you encountered while trying to reschedule your package or request changes. We did attempt to meet with you within 10 days of your request but you did not attend the meeting. 
  Regarding the recent communication delay, we're truly sorry that you have not received an update on your daughter's photo order. We take this matter seriously, and we are committed to resolving it promptly. Your order was placed on hold when it went to dispute and we just received notification on 11/6/2023 to resume the order.
  We would like to assure you that your satisfaction is of the utmost importance to us. We will immediately prioritize addressing the status of your daughter's photo order and ensure it is resolved to your satisfaction.
  Once again, we apologize for the difficulties you've experienced, and we appreciate your patience and understanding. If you have any further concerns or questions, please do not hesitate to reach out to us directly.
  Sincerely,

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

  EC Director

  Enchanted Fairies LLC

  Customer Answer

  Date: 11/22/2023

  Business not providing estimated timeline on delivery of product. **************** paid for still not delivered

  Business Response

  Date: 11/30/2023

  Dear ******,

  I apologize for the confusion with completing your order. We did send multiple emails with proofing request that need your approval before we can finalize your order. We spoke with you by phone and have confirmed that you did receive those proofs and are now currently awaiting your final approval. We know you are eager to receive your beautiful art work. Please feel free to reach out to us by email at ******************************************************** with any further concerns so we can complete your order in a timely manner. 

  Sincerely,

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

  Director of EC

  Enchanted Fairies LLC

• Initial Complaint

  Date:11/06/2023

  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.

  It is ridiculous that you cannot just pick a photo the day you are there for your shoot. I should not have to be coerced into a Zoom call that I do not consent to and will not be attending. Im fortunate that we will be getting our 8x10 but dont offer it for that session if we cant walk out with it THAT session. We will be getting our 8x10 ONLY and this business will never see a cent more from us. It was honestly a miserable experience all around today. Im sad that my granddaughter wont get more photos and that what was supposed to be a sweet birthday shoot was so stressful. Also maybe you want to pick a more experienced photographer; we just found out today this was her first time doing this. Vet your photographers accordingly!

  Business Response

  Date: 11/06/2023

  Dear *******,
  We apologize for the inconvenience you experienced during your recent visit to our fine art portrait studio. We understand your frustration regarding the inability to select a photo on the same day and the discomfort with a Zoom call.
  Please know that we utilize Zoom to provide the best possible experience for our valued customers. It allows you to see all your best images with your dedicated art consultant, who can help guide you to find what is best for your family. We believe this personalized approach enhances the overall experience and ensures you make a decision you'll be happy with.
  As a token of our appreciation, each family receives a complimentary 8x10 with no obligation to purchase ever. We value your feedback and will take it into consideration to continually improve our services.
  We're glad to hear that you'll be receiving your 8x10 portrait, and we hope you'll enjoy the artistry behind it. We regret that the experience fell short of your expectations and will work on addressing these issues internally. Thank you for your feedback, and we appreciate your business. Please feel free to reach out to us at ******************************************************** if we can be of any further assistance. I would like to invite you to enjoy a VIP reshoot since the first studio session fell short of your expectations. 

  Sincerely,

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

  Director of Customer Experience

  ******************** LLC

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a service with them and had the photo shoot. Had an appointment in the beginning of August over purchasing pictures. I was told 6 to 8 weeks. I would be receiving my pictures and I still havent received any pictures 10 weeks later. **************** does not answer.

  Business Response

  Date: 10/18/2023

  *******,

  Thank you for reaching out about your order. I do see that Fed Ex delivered your order on Sept 1, 2023 at 1:28 pm with the following tracking number: ***************************************************** and if you go to their website you will see a picture of your front door of the delivery. Please let us know if we can help you any further with any concerns. You can contact us by email at ******************************************************** or can text or call at ************ Monday thru Sunday from 8 am to 8 pm CST. 

  Sincerely,

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

  Customer Experience

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

• Initial Complaint

  Date:09/26/2023

  Type:Delivery 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: 09/25/2023 Amount paid: $544.50 We received a verbal confirmation on the phone that they would deliver digital copies of all the photos from the session for an agreed price of $500 before tax.After payment they delivered only a slideshow and a receipt which did not include a line item for all photographs. We emailed to ask where the photos were and they said its not something they offer. The sales person on our call lied to us to get our business. If they wont supply the photographs then we want a refund.

  Business Response

  Date: 10/13/2023

  I deeply regret any confusion or oversight that transpired during our discussions. At the heart of our business lies a commitment to clarity and honest communication with our guests. It pains me that we fell short of this standard during your recent experience.
  On 09/25/2023, you made a purchase for an MP4 slideshow at the rate of $500, totaling $544.50 with tax. This slideshow is curated to artistically display the memories captured during your session. However, it is not akin to purchasing individual digital photo files.
  Our paramount goal is to provide our guests with comprehensive information about their acquisitions. A review of our conversation shows that the non-printable nature of these images was conveyed, and this detail was also noted in the emailed receipt on the day of your purchase.
  With respect to your refund request, we value your investment and concerns. However, it's essential to highlight that a 'no refund' policy was mutually acknowledged and accepted during our interaction. All the art, tailored specifically for you, has been delivered.
  Your feedback is a catalyst for our growth and refinement. We genuinely appreciate you shedding light on this matter, helping us to enhance our guest experiences in the future.

  Warmest Regards,

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

  Director of Customer Experience

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

  
  

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2 young daughters to this photo studio to have cute pictures taken expecting there to be good quality and reasonably priced photo packages. I paid the reservation fee on May 31 and was set for an appointment on July 30, 2023. I made arrangements in my family's busy schedule to attend the appointment and have the pictures taken, it took weeks of waiting for this appointment. On July 14 I received an email communication that the appointment was cancelled without any kind of call to inform us of the decision made and with disregard to our input on the matter. I was told the photographer would not be available on the day of the session. if the photographer was not going to be available then the appointment should have never been made, that is false advertisement to the availability of a product or service and failure to deliver. I was told to reschedule the session and was yet again put off for weeks with an appointment on September 3, 2023. We waited for the day of the session and were able to have the photos completed. The session was complete and at the end of the session we were scheduled for a photo reveal/pricing zoom call on September 16, 2023, at 4PM. The day of the zoom call the representative sent me an extremely short notice that she would be late and then never showed up to the call. I was logged into that zoom call the entire hour of its duration and she never showed up. I was logged on early to make sure there would be no issue and the representative does not even bother to show up or even call to discuss the matter. This establishment is completely unprofessional and has shown consistent habits of false advertisement to the availability of a product and failure to maintain scheduled appointments and services. The most abhorrent detail is the pricing on their packages which they also failed to disclose at their establishment and to their own photographers to discuss with us. This is a clear violation/failure to provide and deliver a service.

  Business Response

  Date: 10/13/2023

  Dear *****,
  Thank you for bringing this matter to our attention. We deeply regret the frustration and inconvenience you and your family have experienced. Our intention has always been to offer high-quality photography sessions, paired with outstanding customer service, and I am genuinely disheartened to hear that we have fallen short in your eyes.
  Addressing your concerns:
  Cancellation & Rescheduling: The unforeseen unavailability of the photographer on July 30, 2023, was indeed an oversight on our part. We truly understand the challenges of managing family schedules and the disappointment such changes can bring. This was not our standard of service and we apologize for the inconvenience it has caused.
  Communication: We deeply regret the breakdown in communication regarding the cancellation and the subsequent missed Zoom call. We strive for prompt and courteous communication, and I apologize that you did not receive this from us.
  Pricing Transparency: We acknowledge that our communication around our pricing structure needs improvement. We will work towards making sure our clients are well informed about the pricing packages well in advance, to avoid any surprises.
  To make amends, we would like to offer the following:
  A complimentary re-shoot session for your family, at a date and time most convenient for you, with one of our top photographers.
  A direct line of communication with a dedicated representative who will ensure smooth scheduling and answer any questions you may have.
  A special discount on any photo package you may choose as our way of extending our apologies and gratitude for giving us another chance.
  Lastly, your detailed feedback is invaluable and will be used to improve our internal processes and training to prevent similar instances in the future. Please reach out to us directly at ******************************************************** to discuss the details or any further concerns.
  Thank you for giving us the opportunity to make this right, and we hope to regain your trust.
  Warm regards,

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

  CRO

  Enchanted Fairies

• Initial Complaint

  Date:09/20/2023

  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.

  This whole thing is a scam. They dont tell you the prices before you schedule a shoot even if you look all over the website it will not tell you any prices except for one story book and one picture also you have to sign up and book just to even get access to the website then once after the shoot I schedule a zoom call for two months later just for me to reschedule two more times once I finally were able to see the prices I was VERY surprised by the prices the lowest was $2500 for packages and I asked for just digital and its $500 per picture. I asked if I could just get my money back for the shoot I dont care for the free photo she told me I couldnt because the shoot was already complete which they also do not tell you at the beginning. I had to get a free photo anyway because she said they were going to send it anyway if choose a photo or not at the end I left the zoom call disappointed and sad because I wasnt able to get my babies photos I advise to anyone who is seeing these complaints before they book to not book and just go to someone else.

  Business Response

  Date: 10/13/2023

  Dear ****,
  I'm genuinely sorry to hear about your experience and the feelings it has evoked. We value all feedback, as it helps us to understand where we can improve and better serve our customers.
  Transparency and Pricing:Our aim is to provide transparency regarding our pricing. While our website does display certain package prices, we understand the need for more detailed information. Well look into how we can enhance this feature on our website.
  The Investment page is a public link on our website and the Pricing Guide was delivered in an email prior to your zoom.
  The investment in professional photography is significant, and we take pride in delivering high-quality portraits. I understand the surprise at the cost, and we'll work on improving how we communicate this upfront.
  Refunds and Free Photo:The reason we do not offer refunds post-shoot is due to the resources invested in setting up, performing the shoot, and post-production. However, we always aim to ensure our clients walk away with something they love. Hence, we provide the complimentary photo regardless of any purchase decisions.
  Moving Forward:I truly regret that you left our meeting feeling disappointed and sad. We understand how special these memories are, especially when it involves our loved ones. We are more than willing to discuss potential solutions or accommodations to ensure you have a positive experience with us.
  Lastly, I would appreciate the opportunity to discuss this matter further with you, and potentially explore ways to make it right. Please reach out to us at ******************************************************** . Thank you for bringing this to our attention. We're committed to ensuring our clients have positive experiences, and your feedback is invaluable in this journey.
  Warm regards,
  *************************************

  CRO

  Enchanted Fairies
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child had her pictures taken 9/6/23. I declined to let them have the rights to her photograph. I was not given the option to buy a print or anything except a Zoom call was scheduled for a week later 9/15/23. On the call, I was about to be pitched a timeshare type scenario. I was told the call is 1 hour. 1 hour to pick a picture?!?! I said no, i do not have time for that. I paid them $25 already. I was asked again on the call to sign the rights away on my child's photo. I said no, again. They said they could not send me my photo without me signing it. I paid $25 and will not see my photo ever.

  Business Response

  Date: 10/13/2023

  *****,

  I deeply regret that your recent Zoom session didn't meet your expectations. First and foremost, please rest assured that your images will never ***** our marketing campaigns without your explicit permission. The policy you engaged with was simply to delineate our copyright terms, emphasizing that the complimentary print you receive cannot be replicated. While the Zoom session is optional, we champion it as the most immersive avenue to view your precious images and engage with our art consultants, who are eager to personalize your experience. However, if you favor a hands-off approach, allow us the privilege to select the most enchanting image for you. We promise it will arrive at your doorstep via ****** brimming with all the artistic flair and magic we're renowned for, within a mere 6 to 8 weeks. If you have any further questions or concerns please reach out to me personally at ****************************************************

  Warmest Regards,

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

  Director of Customer Experience

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

  Customer Answer

  Date: 10/13/2023

  I have reviewed the business response and accept this resolution. They need to delete all of my child's photographs once they send me my picture.

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/18/2022 was the first bill for ******* with a discount of ****, bringing it to ******* I reached out to Enchanted Fairies as that was not the price discussed; it was supposed to be ******* until we realized we were being scammed and canceled the transaction. But they had already filed with the credit company and then we were billed *******, which we did not agree to. Which has now ruined my credit as Im not gonna pay for a proper product I didn't receive nor agree to pay for. they record all conversations but wont release the audio file to you. I am asking for the full refund before hiring lawyers.

  Business Response

  Date: 10/13/2023

  
  Dear ******,
  Thank you for sharing your concerns with us.
  First and foremost, I'd like to address the specifics surrounding your transaction. The initial amount presented was $7,300.00. After applying a discount of $1,500, the total came to $6,148.00. We deeply regret any misunderstandings about the initially discussed price. After a meticulous review of our records, it shows that the agreed amount was indeed $6,148.00, and there's no record of a $4,000 price point. Additionally, a detailed invoice reflecting these figures was sent and acknowledged by you post-discussion.
  Regarding the billing amount of $8,358.69, this sum is associated with the terms from the third-party lender you've chosen for financing.
  We understand and respect the significance of one's credit standing. It's distressing to hear of any potential implications this situation might have posed to your credit. Our commitment is to provide transparent billing for the products and services our clients consent to, and I can confirm that all products linked to this transaction have been delivered to you.
  On the topic of our recorded conversations, these are primarily maintained for enhancing our internal quality and training. Due to the inclusion of copyrighted material within these recordings, we are unable to release them externally.
  To ensure transparency, I'd like to highlight the steps we've undertaken:
  Comprehensive Review: We've undertaken a detailed assessment of your transaction, any pricing variances, and the billing processes through the third-party lender.
  Direct Engagement: Our Client Relations team has engaged with you, furnishing documents reflecting the agreed-upon pricing and the contract details with the third-party lender.
  Resolution Strategy: Based on our detailed analysis, all items have been delivered in alignment with the agreed-upon terms. Given that the financing was facilitated through a third-party lender and considering that your complete order has been dispatched, there are no further adjustments or interventions we can offer at this stage.
  We genuinely value our clients, and our intention is always to provide clarity and uphold integrity in our dealings. We appreciate your understanding.
  Warm regards,

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

  EC Director

  Enchanted Fairies

  
  

• Initial Complaint

  Date:09/01/2023

  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.

  After an appointment to do photographs that took place in June, I had a Zoom call meeting to show me what the result of that photography session on July 7th. On this call, I was told that typical order turn-around was 6-8 weeks with proofs coming via email before that date. The package that I paid for was $2500 (which is exorbitant to pay for 2 books and 11 photos plus my free 8x10 print). They don't tell you the prices up front, even though they will state that they did by sending some BS email with a video of their owner with a sad sob story about how she first did this for her daughter and now does it for other with the elusion of prices being high, but no actual price list! It is now August 30th and I have contacted the company twice via email. Both emails came with apologies and said the proofs were coming. I still have no proofs and they have all my money (as the balance was paid in full on the day of the call). At this point, I just want my money back and to be done with this shady company. My next step is to write my senator and our attorney general and any news station that will listen about this fraud of a company!

  Business Response

  Date: 10/13/2023

  Dear *******,
  Thank you for bringing your concerns to our attention. I sincerely apologize for the delay and any distress or inconvenience you may have experienced. Our aim is to provide high-quality services and products to all our clients, and I regret that we fell short of meeting your expectations.
  To address your concerns:
  Order Turn-Around: We genuinely strive to meet our commitment of a 6-8 week turnaround time for orders. I understand that the delay in receiving your proofs has been frustrating. I have personally looked into this and will ensure that your proofs are sent to you immediately.
  Pricing Transparency: I acknowledge your concerns regarding our pricing. While we aim to provide an immersive experience for our clients, including sharing our founder's story, it is never our intention to obscure or withhold clear information about our pricing. I apologize if our communication was not clear. We will review our communication process to ensure that all our clients have a clear understanding of our pricing structure.
  Reaching Out: I appreciate that you reached out to us twice via email and regret that we did not effectively address your concerns. I want to assure you that our intentions are genuine, and we are committed to resolving this situation promptly.
  Lastly, I would like to assure you that we take feedback like yours seriously. It aids in our continuous improvement and in ensuring such situations are prevented in the future. I hope that we can resolve this matter amicably and regain your trust.
  I would welcome the opportunity to discuss this further with you, my email is **************************************************** . Please let me know a convenient time for you. 
  Warm regards,

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

  Director of Customer Experience

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