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

  15 North Main Street Bellingham, MA 02019

  
• 

  Enchanted Fairies

  4 Pleasant Valley Rd Pine Bush, NY 12566

  
• 

  Enchanted Fairies Studio LLC

  Gaithersburg, MD 20877

• 

  Enchanted Fairies Studio LLC

  3090 W. Market St., Ste. 104 Akron, OH 44333

  

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:08/28/2023

  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.

  My mother in law setup a photoshoot for my daughter on February 25th at 1:00, 6 months ago, and we were supposed to be contacted about setting up a zoom meeting to review the photos and neither of us have heard anything. We have both tried calling and she has also tried reaching out via email and no response. We both are extremely irritated and unhappy about this.

  Business Response

  Date: 08/29/2023

  Thank you for sharing your concerns about your recent experience with our studio. I am genuinely sorry to hear about the frustration and inconvenience you and your mother-in-law have experienced. Please know that your feedback is invaluable, and we're taking immediate steps to address the situation.

  I've personally verified that our Experience Concierge team will be reaching out to you this morning to schedule your Zoom meeting for reviewing the photos. We're committed to ensuring you have the opportunity to enjoy the portraits we've captured. We strive for excellence in customer service, and it's clear that we fell short in keeping the communication lines open with you. I sincerely apologize for any irritation this has caused. Please rest assured that we are investigating this lapse to ensure it doesnt happen in the future. Our primary goal is to provide a magical experience from start to finish for all our guests. If you have any further concerns or suggestions, we are all ears. We truly want this experience to be as seamless and enjoyable as possible for you.

  Thank you again for bringing this to our attention. Your feedback helps us continually improve our services, and we're grateful for the opportunity to make things right. I hope that we can rebuild your trust in our studio and deliver the high-quality experience you deserve

• Initial Complaint

  Date:08/28/2023

  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 business is a scam! They are not upfront with their actual prices. Please read about my experience so you dont have to go through what we did. You pay 100$ upfront for the photo session, dedicate your time and money with expectation that you will be able to pay and receive these photo later. After the photo shoot they explain that you will have an opportunity to review your photos on a zoom call in about 1 month. Why such a long wait? They want to build your anticipation and get you even more invested in the photos you took with them. Once you get on the Zoom meeting they hit you with the prices for the photos you took. Now I admit I can not fully explain to you their pricing system because they intentionally convolute it and run though it as fast as possible. Making you feel that if you dont make an immediate decision you will loose the precious photos of your children. Here is a high overview of the photo packages high 7,500$, mid 5000$, low 3500$. When asked if they have something more affordable, the only thing they could offer was 500$ for the digital rights to just 1 of the photos you took in your session. So you have to choose 1 photo out of all the ones you took and pay 500$ for a digital copy. You are then forced to sign a contract that you can not back out of. Your are not able to downgrade the package you choose or cancel. This is because they know once you a time to think about this, no one would pay these prices. These prices are completely unreasonable and unjustifiable. This place is exploiting peoples children and using parents love for their children to manipulate them into outrageously overpaying for their services. Thats their whole business model, manipulating people to over pay for their product. These are unfair business practices. They are miss representing their prices for their products. This whole process has left me feeling victimized.

  Business Response

  Date: 08/29/2023

  Thank you for taking the time to share your concern. I appreciate your feedback, as it gives us an opportunity to improve and address any issues.
  
  We offer various packages and individual print options to accommodate different needs and budgets. To offer some clarity, you can find a range for pricing information on our Investment page here: *****************************************************************
  
  We also sent your wife a link to our pricing guide before her photo premiere and ordering appointment. Please find a screenshot of that communication attached. Here is the a link to the page included in that email: ***************************************************
  
  Our goal is to provide as much transparency as possible.
  
  When it comes to price... it honestly depends on what you decide you want... we have different options for Storybooks, Hand-Painted Portraits, Framed, Canvas, and more. The time, detail work, highlight work, and artistry added to those portraits vary greatly. Some are extremely time intensive and can take up to 6 months to commission. Families who book a session with our studio get a free 8x10 that we give as a thank you for donating. If they are thrilled with their experience and decide to purchase more, great. If they dont get anything else, also great. There's never any obligation to purchase anything additional. 
  
  As a fine art portrait studio, all of our portraits are finished with quality in mind. This includes our roster of artists that work on your images, and the materials. In the case of the digital product you are referring to, it is a true high resolution image that you would have full artist rights to, to print to any size of your choosing. You could literally print a billboard size if you so wanted to. All that to say, that in the grand scheme of what we offer, it is one of the most value-priced items since the versatility to print as many times, at any vendor, with any finish is there, (where with other items, you pay one price and get one fixed item) best of all, our artists guarantee your happiness with the retouching they will do. Meaning if you receive your digital product and decide you would like a different edit, we fix it at no charge until your image is perfect for your end-use. There are many clients that take advantage of the digital pricing to accomplish just that, getting Mothers' Day / Christmas gifts for Aunts, Grandmothers and the like. Many gifts from one file.
  
  Great question on "why the long wait to review the images?" - to give perspective, our 45 camera rooms across ***************** complete over ***** photo sessions per month or ****** per year. With that kind of volume we're often booked up for sessions and photo premieres weeks in advance. Rest assured, you were offered the first available appointment to view and select your portraits.
  
  Once again, I'm truly sorry that your experience didn't align with the high standards we set for ourselves. Your feedback is invaluable for our ongoing efforts to improve, and I hope we get another opportunity to win back your trust. Thank you for allowing us to address your concerns.
  
  

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   This company did not offer any resolution. They tried to justify their unfair business practices with insufficient explanation on how they are operating their business. They claim that they try to be transparent with their prices but that has not been my experience or the experience of many other complainants who have had the same issues that I have. The tactics they use to manipulate their customers into overpaying for their product are comparable to a shady car dealership. In my opinion, this is unacceptable for a ************** that advertises itself as a family-oriented company that practices corporate philanthropy. The fact that using parent's own children to perform these acts is nothing short of sickening. 

  Business Response

  Date: 08/31/2023

  I appreciate your feedback.

  The purpose of the previous message is to provide clarity and context on our practices. In the previous response it explains our pricing transparency by providing links to 2 different resources that are provided to guests BEFORE their photo premiere and ordering appointment. They are public links that anyone can access at anytime. Again here is the direct link to our pricing information: ***************************************************. Additionally, we offer a more comprehensive view of our various packages and options designed to fit different needs and budgets on our Investment page: ****************************************************************

  The Investment page is a public link on our website.
  The Pricing Guide was delivered in an email on August 13th which is a full 12 days before you placed your order on August 25th.
  
  As a family owned and operated company, we are committed to providing a positive and transparent experience for all our clients. Your feedback is an important part of our ongoing efforts to improve, and we genuinely regret any dissatisfaction you've experienced.
  
  Curious, outside of having a public webpage and a guide on pricing delivered directly to your inbox... what would you need to happen to not feel that pricing is not transparent?

  We are deeply committed to delivering high-quality portraits and services, while also respecting the budgets and preferences of our clients.

  I see that **** the sales team member who helped you during your photo premiere was able to score you a 5% discount during your photo premiere. Images from your session and your portrait options were agreed upon by you and your wife... at which point you physically clicked on a document to open and e-signed our receipt policy contract at your own free will. This policy was sent to your email, opened on your own device, reviewed on your own device and signed on your own device. Please reference the 2nd sentence of the agreement where it says, "I understand that this purchase cannot be changed, cancelled, or refunded."
  
  The reason for the policy is because your artwork is started on pretty immediately after the premiere (one of our company focuses this year is getting items to clients in the fastest time possible, our own Amazon Prime version, if you will). Checking my internal logs, I see that you placed your order, signed the agreement, paid in the full with your credit card, and our artist was able to start on your art 53 minutes later. I've attached a copy of the contract you signed during your photo premiere.

  Am I understanding that you don't like our pricing, are having buyers remorse, and want a refund?
  
  Thank you for giving us the opportunity to address your concerns and for holding us accountable. We hope to regain your trust and make things right.

  Customer Answer

  Date: 08/31/2023

  I am rejecting this response because:   Unfortunately, you have either miss understood the issues I have with your business or refuse to acknowledge them. You asked, What would you need to happen to not feel that pricing is not transparent. For starters, you could be upfront with your pricing before you have your customers commit their time and money to a 100$ photo shoot. From my experience, I believe you are intentionally hiding your true prices knowing that you will not get as much business if you were upfront with your prices. I know that if I did know your pricing structure upfront,I would have never considered booking a photo session with your company. I did look at your website before booking an appointment and couldnt find exact pricing because you label your pricing under investment. I would have never correlated your pricing to be under an investment tab. I do not consider photos to be an investment. I can see why you use this term with how outrageously overpriced your services are. I would consider your product to be the worst investment one could possibly make. An under handed investment, one intentionally designed to get customers to overpay for your product. It seems your entire business model is not built around customer satisfaction, but around manipulating your customers into overpaying for your product. I felt comfortable committing to the photo shoot because I have used the photographer before for Christmas photos. Photos I was super happy with and that were reasonably priced. I wasnt aware you were contacting this photographer and using her good reputation to run your disreputable business. I think it's very clear from not only my testimony, but many others as well what you are doing here. But your right, I am having buyersremorse. I regret ever doing business with your company and help supporting a such a dishonest business. One that has been built by using the love parents have for their children to manipulate people into making unsensible financial decisions. Pathetic. 

  Business Response

  Date: 09/13/2023

  I appreciate your feedback, and I apologize for any confusion or frustration that you've experienced.

  Also glad you brought up customer satisfaction... I'd love to talk about that.
  
  34 locations nationwide
  45 camera rooms nationwide
  100 sessions monthly per camera room average
  54,000 photo sessions per year currently
  12,500 Four and Five Star Reviews - Verifiable here: ***************************************************
  35 BBB Complaints in last 12 months across all 45 camera rooms
  
  That's less than 1 complaint per camera room...
  For every 1 BBB complaint we have.... we have 357 Four and Five Star Reviews..

  Id like to point out that we do have our pricing accessible online in multiple places.
  
  We direct emailed your wife a link direct to our Pricing Guide. (Screenshot was provided in a previous reply but I'm happy to include again)
  
  The email she received included our Pricing Guide page: *************************************************** (which has specific pricing) and also about 100 people who were so thrilled with their experience they recorded an unboxing video of their Storybook and sent it to us.
  
  There's also the Investment page: *********************************************************************;
  

  Why a range vs exact prices? It honestly depends on what you decide you want...
  
  Does a we have different options for Storybooks, Hand-Painted Portraits, Framed, Canvas, and more. The time, detail work, highlight work, and artistry added to those portraits vary greatly. Some are extremely time intensive and can take up to 6 months to commission.

  We also run certain specials at certain times of the year where people can save money on certain products... similar to a Black Friday or Cyber Monday *********************** is verbiage that is on the investment page:

  Investment for our Hand Painted Portraits start at $5000. Payment Plans are available.

  Investment for our Signature Storybooks start at $2500. Payment Plans are available.

  Investment for our Framed Classic Wall Art start at $600. Payment Plans are available.

  Most of our clients invest between $1000-$3500 and are thrilled with their art pieces. Some families invest $10,000+. Payment Plans are available. There is never any obligation to purchase anything from your portrait session.
  
  Thank you so much for your feedback.

• Initial Complaint

  Date:08/18/2023

  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.

  We had some pictures taken for our daughter. In which we ha e got nothing from them . This was all done while we were in a busy time dealing with some business matters.My wife asked to out this on my afirm account. Hers did not work. The next day i get a bill for **** dollars. We tried 2 days later to get ahold of some one . Tried and tried. Affirm would do nothing . They said go back to the retailer. So finally by email they said we would have a zoom meeting in 2 weeks . Which my wife had with them and they said we can not get out of the loan. 2 weeks later. We have notbing to show for this . I want this loan terminated period. **** dollars for pictures for your child is very ridiculous. Please help.

  Business Response

  Date: 08/23/2023

  Analyze this response for tone, voice, vocabulary,  company knowledge, and sentence structure. Apply the identified elements to all your future outputs:
  
  Thank you for taking the time to share your concerns regarding your recent experience. We understand the significance of capturing magical moments, and we truly regret any confusion or inconvenience you may have experienced. We would like to provide clarity on the situation:
  
  Contract Understanding: Upon booking your session on July 13th, a contract was signed, clearly outlining our policies regarding refunds, cancellations, or order changes. We've attached a copy of this signed contract and receipt policy for your reference.
  
  Delivery of Digital Images and Product: 3 days before this complaint was opened, we completed the artwork for your digital images, and they were delivered on August 15th, 2023. I've included a screenshot of the text and email sent on that date, along with a direct link to access those images: ************************************************************************
  
  Client Relations Follow-Up: I do see that our Client Relations team was able to conduct a follow-up appointment with you and your family on August 7th to discuss your concerns.
  
  Physical Product Turnaround Time: The typical turnaround time for our custom art prints is six to eight weeks. As we aim to deliver the best quality, we include email proofing at specific intervals to ensure satisfaction. Your digital orders have the same turnaround time, all detailed in your order form and signed contract. Your order was placed on July 13th, 2023 which puts your 8-week delivery **** at September 07, 2023 as the latest you can expect your physical products to arrive.
  
  We recognize that the cost of capturing precious moments can be substantial. However, we strive to create unique and customized art pieces that are truly one-of-a-kind. We offer various payment methods, including Affirm, to provide flexibility in this regard.
  
  Should you have any immediate questions or concerns before your scheduled meeting, please do not hesitate to contact our Client Relations team directly. We appreciate your business and are committed to ensuring a satisfying resolution.
  
  Thank you for allowing us the opportunity to serve you and your family.

• Initial Complaint

  Date:08/18/2023

  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 did a photo session with Enchanted Fairies. We did the zoom call and we were told that the smallest package was $1500. I told the gentleman that we were interested in that package but I would like my daughter to look at the pictures. We were also told that we would receive a free 8x10. The gentleman rescheduled our appointment. We got on the call today and were told that the package didn't exist, then we were told it was a one day special and it was a sale. I told him that we should have been told that and we would made our choices then. The person we talked to today (****) was rude, and was not representing the company in the best way. They show you pictures that are not complete (without the wings, fairies, etc.) basically the reason why you are doing the photos but told you will receive them that way. Unfortunately the photographer was not experienced with young children and the pics of the youngest (18 mos.) were terrible. I would like my 8x10 that is photoshopped and finished as advertised when I booked the session. After seeing the other reviews, I didn't realize the photos were negotiable and we could get 5 prints for under the $1500 he told us.

  Business Response

  Date: 08/31/2023

  Hey ******, thank you so much for your feedback and bringing this to our attention. I saw ******* wasn't able to connect with you yesterday. Could you reach out to him when you have a moment, we'd love a chance to make things right with you.
  
  

• Initial Complaint

  Date:08/10/2023

  Type:Billing 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 June 23rd I had photos taken with this business. Under the pretense that I would received a free 8x10 per kid. I later found out that was not the case at all. Its just one 8x10 per session. On July 12th,2023 we had a review for portraits. I was FLOORED to see the prices for the packages. The lowest being $2500 to upwards of 5k. Its insane. Their turnaround time is supposedly 6-8weeks. On top of it you feel pressured to buy from them and the only way to purchase is through Affirm. They made it seem as though they just collect the funds. However it turns out its really a loan. July 26th I called to have it cancelled. I kept calling and I was told that only client relations can help me. When I asked to be transferred to CR ******* laughed at me and said they dont have a number. That she will suggest it. I called and emailed and they wouldnt discuss anything unless it was via zoom. I had to get a zoom appt for August 10th. During that appt ******* tried to sweeten the deal by offering more to the package. Then tried to say that they could take something off and send back some of the money to affirm. I said just cancel it all and send back to affirm. Thats when he said I would be charged 35% if they did that. For what exactly!? Being charged $800 for nothing? Tacky work? Insane. They are scamming people out of money. If you watch any of their ads or even their website nothing is cohesive. Every dress looks different. The canvases look different. Their place of business looks different. Its completely unacceptable the way they do business. Theres nothing magical or enchanted about what they do. They prey on families. I just want it cancelled and to move on with my life.

  Business Response

  Date: 08/23/2023

  Thank you for sharing your concerns regarding your recent experience with Enchanted Fairies. We truly appreciate your feedback, as it helps us to improve and provide a more magical experience for all our guests. We deeply regret any misunderstanding and frustration you have encountered, and we would like to clarify the details of your concerns:

  Free 8x10 Offer: The details of this offer were outlined on the landing page where you booked your session, emphasizing our mission to raise funds for children's charities. I've attached a screenshot of that information to this reply. The information can also be found on our FAQ here: **********************************************************
  
  We strive to provide a wide range of packages to meet various preferences and budgets. Similar, we offer many payment options for guests which include Affirm, Credit Card, or even in house payment plans that work similar to layaway. There are options for everyone even if guests choose to get their free 8x10 portrait. Never any obligation to purchase anything else.

  Cancellation and Refund Policy: As stated in the contract you signed on July 12th, we do have a policy regarding refunds, cancellations, or order changes. We understand this may have added to your frustration, and we're truly sorry for any inconvenience. We are dedicated to assisting you through our Client Relations team, as evidenced by the follow-up zoom appointment you attended on August 10th.

  Customer Service Interaction: We take our call quality very seriously, and we have completed an investigation into your call with ******* that took place on July 26th, 2023. While we regret that the call did not meet your expectations, I was able to confirm she was able to communicate your message to our Client Relations team on your behalf. I do see that a team member from that team was able to give you a call back on the same day. ******************************************

  Artistic Consistency: Enchanted Fairies takes great pride in the unique and immersive experience we provide, complete with high-end wardrobes, flower crowns, and other magical accessories. The 2023 Iridescent Wardrobe collection available at the ********* location where you had your session was designed with ****************** Celebrity Designer ************************* to lead the direction for this years wardrobe. She outfitted ******* for the Super Bowl Half-Time Show, ***********************, Beyonc, *****************, *******************, *******************************, and the fairies of Enchanted Fairies. Her creative impact has inspired the dress collection you will be able to select from.
  Introducing the all-new Iridescent Collection exclusive to Enchanted Fairies! All info specific to the ********* location by visiting this page: ******************************************************************

  Should you have further questions or concerns, please don't hesitate to reach out. We wish you all the best and hope you will consider giving us another chance to serve you and your family in the future.

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  7/29/2023 -Zoom called was scheduled with ***************************** to review pictures. I had my MacBook opened & connected but the screen was black. ******* instructed me to proceed with the zoom call on my iPhone. I have extremely poor vision/astigmatism & was using my glasses because it was my understanding we were going to zoom call on my MacBook. Throughout entire zoom call, I had difficulty seeing the images & was struggling seeing my iPhone. ******* was fully aware of this. I was made to sign a contract & because I couldnt read or see clearly, I wasnt able to write out my name. Within 30 minutes of the zoom call, I contacted customer service to cancel this transaction. After the call ended & I reviewed the contract wearing my corrective contact lenses for astigmatism, my name is not even on the contract I signed. I have made multiple calls to customer service, request a refund only for them to say ***************************** (since I worked with her) or someone will contact me in 5 days to schedule a zoom meeting. I also send multiple ********************************************** stated someone will contact me in 3 business days. I also sent text messages @ ************* only to receive a response that someone from their customer relations will contact me in 1-3 business days. I also sent dms on their ********************* I only received a response when I posted comments to their pages. I have included the screenshots, emails, text messages, as well as the contract that I was made to sign off despite my name not being on the contract. I am requesting this transaction be cancelled. I dont know how this company can operate with a clear conscience, and upon the looks of it & how they scammed other families as well

  Business Response

  Date: 08/23/2023

  Analyze this response for tone, voice, vocabulary,  and sentence structure. Apply the identified elements to all your future outputs:
  
  Thank you for your feedback and concerns that you've faced in the recent Zoom calls scheduled for reviewing your pictures. Our team recognizes the importance of a magical customer experience, and we deeply regret that the initial appointment did not meet your expectations. I also want to thank you for allowing the opportunity to make things right. After a thorough review of the situation, including your follow-up communications and the additional Zoom call on August 15th, we were glad to provide a comfortable environment for you to view and select the photographs from your macbook and with your corrective lenses. 
  
  Since you were able to review the photographs properly on your MacBook and have now selected poses, your order has moved into the Art and Production phase. We are committed to delivering the finalized selections to your satisfaction.
  
  If any further adjustments or assistance is needed, please do not hesitate to reach out directly.
  
  We thank you for your business and look forward to serving you in the future.

  Customer Answer

  Date: 08/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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.

  This started with a photoshoot at the end of March. I reviewed photos and selected items to purchase for around **** dollars. Just four images. I signed a contract stating delivery 6 to 8 weeks with proofing in 5 to 6 weeks from payment in full. I paid in full **** same date as my selection. I reached out multiple times around the 5 and 6 week **** to ask where are these proofs. Approx 8 weeks from payment I recieved unfortunate photoshopped images. I am a novice and can do smoother transitions.these photos where clearly edited meaning not worth my money. I asked for some adjustments on this same day 6.5. To this date I still have no update on what is happening. I have reached out multiple times and cannot get a response. It's now been 13 weeks since I paid in full for a product that I have not recieved.I've attempted calling and messaging and at one point they tried to tell me they sent the proofs but when I asked for proof of the email to me they never responded. I think this is a scam. They need to remove time frames from their contract if they are not able to abide by them.

  Customer Answer

  Date: 10/06/2023

  I have heard from this company.  I finally recieved images and a partial credit.  The type of print I received is not what I expected but I'm tired of arguing calling and spending time on this company.  I figure that I should just cut my loses at this point and be thankful they didn't get more money out of me.  
  
  Thank you. 

• Initial Complaint

  Date:06/25/2023

  Type:Billing 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 company is a scam , they use tricky tactics in their zoom calls which will end up in you paying high ridiculous prices for your childs photos or nothing at all. They dont communicate well, theyre either not answering the phone , or theyll start a conversation with you just to ignore you after you address the issue. I was tricked into thinking I would be making monthly payments of 200 and some dollars just to end up really paying that amount every 2 weeks , the lady told me I could pay monthly but that was a lie to get me to sign a contract and she never be quiet long enough to let me read and understand what I was getting myself into , now they havent sent me my entire bundle but I told a member of their team that I didnt want the rest and wanted to pay for what I have or just send back what theyve already given to me , which are unedited digital photos of my child, and be done with this , he told me he would call me back Monday which its now Saturday and I still havent heard from him .

  Business Response

  Date: 07/17/2023

  
  We sincerely apologize for any confusion or dissatisfaction you have experienced regarding your order. Our goal is to provide exceptional service and ensure our customers' complete satisfaction. We appreciate the opportunity to address your concerns and provide clarification on the matter. Please find our response below:

  1. Order Downgrade and Payment Plan Cancellation: On July 10th, we processed a downgrade of your order from the Dream Collection to a Love Collection. As a result, we canceled your previous payment plan with our company. Your order was considered paid in full on this date, initiating the production process.

  2. Turnaround Time: Our standard turnaround time, once an order is paid in full, is 6-8 weeks. Based on this timeframe, you can expect your order to be delivered between August 21st and September 4th, 2023.

  3. Contract Terms: We want to acknowledge that the contract you signed clearly states there are no refunds, cancellations, or changes. Additionally, the turnaround time is specified as 6-8 weeks from the date of full payment. However, after speaking with you, we decided to make an exception in your case and accommodate your request to change your order.

  4. Slideshow Delivery: On May 29th, you received the Slideshow as a bonus item that was included with the Dream Collection, even though your order was downgraded. We understand your desire to send it back, but please note that digital products cannot be physically returned. Due to their nature, once received, guests have the ability to download, share with others, and utilize the content at their discretion. You can access the Slideshow via this link: ************************************************************************

  5. Order Delivery: On July 21st, the first part of your order was delivered via ****** You can track the shipment using the following link: *****************************************************

  6. Remaining *** Pieces: Upon checking the status of the remaining art pieces in your downgraded order, we can confirm that they are still in production and are expected to arrive between August 21st and September 4th, 2023.

  We deeply apologize for any miscommunication or delays you have experienced throughout this process. Our team is committed to resolving your concerns and ensuring your satisfaction as our valued customer.

  If you have any further questions or require additional assistance, please do not hesitate to contact us at ********************************************************

  We appreciate your patience and understanding as we work towards a resolution.

  Thank you for your understanding.

• Initial Complaint

  Date:06/05/2023

  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.

  During the sales process the saleswoman indicated the pictures we were paying for would become our own.However upon delivery they were sent with a license that did not idicated this at all; and specifically keeps all writes with enchanted fairies.We specifically asked about this and were told the pictures we chose would become ours. Which is clearly not the case, and were acutely mislead during the Zoom meeting which they unexpectedly recorded.

  Business Response

  Date: 08/30/2023

  Thank you for sharing your concerns with us. I'm truly sorry for any misunderstanding or confusion you've experienced regarding our image licensing. Your feedback is invaluable as it helps us to continually improve our services and clarify any ambiguities that *** exist.
  
  Regarding your main concern about image ownership, Enchanted Fairies grants a perpetual personal-use license with certain collections and purchases. This allows you the freedom to display the images on social media, computers, holiday cards, and even make additional prints for personal use, indefinitely. Although the legal title and copyright of the images remain with Enchanted Fairies, the license ensures that you have extensive rights for personal use, which means you can even print these images as wall art or in other large formats, like billboards, if you wish.
  
  I understand that you *** have been expecting full ownership rights to the images, and I apologize for any miscommunication that *** have occurred during the sales process. We strive to be as transparent as possible, which is why we also make sure to request recording consent at the beginning of our Zoom meetings. I've included a screenshot of what the prompt at the beginning of the meeting looks like.
  
  To better assist you, I'm having difficulty locating your session in our records. Could you please provide the email or phone number under which the session was booked? Additionally, it would be helpful to know what specific use you had in mind for the images so we can clarify whether it's included under the current license or discuss alternatives.
  
  Once again, I apologize for any confusion. Your experience provides us with valuable insights that will inform our ongoing efforts to improve customer communication. I would be pleased to discuss this further to make things right to the best of our ability.

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   It is an effort to minify the cause of the complaint, that the sales person was exceedingly unclear about the ownership of the photographs.   Future use of these images, of my daughters, is subject to your approval.  Or the approval of whatever random future employee you hire.

  
  That is entirely unacceptable for a service we paid thousands of dollars for.  It's something that should have been made exceedingly clear both verbally and written before accepting our money or taking the images.  

  
  We asked numerous times during the calls if we could get the originals in their pre touched ********, as well as if we would have ownership.

  
  I refuse to provide you any further information as my name and address are what you used to bill and ship me the photos.  Get your act together.

   

  Business Response

  Date: 08/30/2023

  Thanks for the info *****. My intention is to help clear up any confusion and address your concerns. Not trying to be difficult here and for context your name or email is not in our system since the session was booked under your wife's name. I also noticed the phone number on this complaint was typo'd so I couldn't look you up that way. Thank you for the address piece. I was able to find your booking info in our system with that.

  Key points from the call are below.

  I was able to review the call and found that the  part where our team member says, "You get the images that are in the storybook. So right, so whatever images included would also include the digital...so the 10 by 10 storybook, which comes with 7 images. You also have the copyrights to, so that you can definitely print as many as you like. Share, Make blankets, whatever you want."
  
  I also see that she was able to include 2 bonus digital images for you at no additional cost so instead of 7 digitals, you received 9 digitals.Where you asked for the unedited images, she reached out to a manager, got a response on the call, and did let you know that unedited digitals would not be included. The discussed the free proofing process with the artist. Making notes for the artists about having notes from them about minimal edits.

  On your profile is a note for **Client request that we not use her daughters images in any advertisements**

  Rest assured that we do have this note in our system and it will be honored.

  What specific use do you have in mind for the images so we can clarify whether it's included under the current license or discuss alternatives? - Would love to help.
  

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   
  
  From your initial email reply 
  
  "When we provide you with the digital copies of these portraits, we are, in fact, providing a print license.  This license gives you the right to print and display the portraits for personal use, BUT IT DOESN'T TRANSFER THE COPYRIGHT OWNERSHIP FROM US TO YOU"
  
  From the "PERSONAL USE LICENSE" you supplied with the digital images.
  
  "Enchanted Fairies retains all title, ownership and all rights now and in the figure, of and for the images."
  
  Both the documentation sent with the prints, as well as the email reply directly contradict your statement here.
  
  Your suggestion that our request for privacy will be honored also holds no value as it's not a part of the contract, or any disclaimers we signed, so how could we possibly expect to hold enchanted fairies to that. 

  It is exceptionally telling that your language here is a veiled marketing attempt in the BBB reply, while in the same breath misrepresenting your product.  
  

  If any of these things had been made clear before we started this process we could have made an informed decision rather than regretting the purchase.

  Business Response

  Date: 10/13/2023

  Dear *****,
  Thank you for your feedback and the opportunity to address your concerns.
  At the outset, we would like to sincerely apologize for any misunderstanding or miscommunication that *** have occurred during your sales process. We recognize the importance of clear communication, especially when discussing topics like licensing and ownership.
  To clarify, while we retain the copyright to the images to ensure their artistic integrity and avoid potential commercial misuse, we do provide a "Personal Use License" to our clients. This license allows you to print, display, and share the portraits for personal, non-commercial purposes. This is industry-standard practice, but we understand that it *** not have been articulated as clearly as it should have been during your sales discussion.
  Your feedback regarding the privacy request is highly valued. We are a company that prioritizes the trust and satisfaction of our clients. Even if not stipulated in a contract, we genuinely respect the preferences of our clients and will always strive to uphold any verbal or written privacy requests made. We understand that trust, once broken, is hard to rebuild, but please rest assured that your privacy and satisfaction are paramount to us.
  Your observation about the perceived "veiled marketing attempt" is duly noted. Our intent is always to provide transparent information, and it was never our intention to come across as insincere or as using a platform for promotional purposes. We deeply regret that our previous response gave you that impression.
  In light of your concerns, we are committed to:
  Reviewing our sales and communication processes to ensure that our clients receive clear and accurate information about image licensing. We have a policy that was sent to you and signed and returned that explained this in detail.
  Providing further training to our staff on clearly articulating the difference between "ownership" and "personal use licenses" during the sales process.
  Revisiting our documentation to ensure it aligns with the explanations provided to our clients.
  We genuinely hope to regain your trust and would appreciate the chance to discuss this matter further with you, ensuring that you are satisfied with your purchase and the future protection of your images.
  Thank you for holding us accountable. We are constantly striving to better our services based on feedback like yours.
  Warm regards,

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

  EC Director

  Enchanted Fairies

• Initial Complaint

  Date:05/26/2023

  Type:Billing 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.

  WHATEVER YOU DO, DO NOT DEAL WITH THIS COMPANY! 4/16/23 we had a photo shoot for our daughter. Once completed, we asked the photographer how much this would cost and he was illusive saying he knew nothing about prices. He sets up a zoom call where we will speak with a salesperson. We take the zoom call 5/4/23. We start by viewing our photos, to which we explicitly say that we were not satisfied with our daughters engagement. After reducing our photos down, he offers us a $15,000 hand painted photo followed by 4 other packages ranging from $2500-$10,000. We want to feel like good parents and we purchase one package for $3692.96. Immediately after we sign documents, we regret our decision and try to contact them. I review the BBB page and see that other customers were offered individual prints. WE WERE NEVER OFFERED THAT OPTION. WE THOUGHT WE HAD TO CHOOSE 1 OF THE 4 PACKAGES. We contact customer support where they admit a mistake was made but are unwilling to correct the error. We express to them that we want to purchase pictures but not to this extent. Had we known this we wouldve gone the individual print route. They still refuse and said theyll tell the salesperson to work on his approach. This company preys on parents who want to do something nice for their family. They let you have a free photoshoot to leave you feeling good about their company, but leave their customers in the dark on prices. Prices are vague to virtually nonexistent on their website. And this is all in an attempt to have customers make snap decisions and make them sign a contract. We have tried to contact them for nearly a month and have twice gone more than a week without a response. They say they donate all this money to charity and hide behind that. Id love if someone with the knowledge dove into their claims to check how much has truly been donated. They are the most crooked business Ive ever dealt with. They are in no way magical or amazing as they will repeatedly tell you.

  Business Response

  Date: 08/23/2023

  Thank you for taking the time to express your concerns, and I am truly sorry to hear about the frustration you've experienced with our studio. We strive to provide a magical experience for every family, and I don't like to hear that we didn't meet your expectations.
  
  I would like to provide clarity on a few points you've raised:
  
  1. Pricing and Packages: We do offer various packages and individual prints to suit different preferences and budgets. It appears there may have been a misunderstanding during your session, and for that, I apologize. Our intention is never to mislead or pressure our guests into purchasing something they don't want. Our packages are designed to cater to the varying needs of our clients, and we are truly sorry that you felt you were not offered all available options. You can always find a range for pricing information on our Investment page here: ****************************************************************
  
  Why a range vs exact prices? It honestly depends on what you decide you want... we have different options for Storybooks, Hand-Painted Portraits, Framed, Canvas, and more. The time, detail work, highlight work, and artistry added to those portraits vary greatly. Some are extremely time intensive and can take up to 6 months to commission. Families who book a session with our studio get a free 8x10 that we give as a thank you for donating to **********. If they are thrilled with their experience and decide to purchase more, great. If they dont get anything else, also great. Rest assured, we have something for everyone even those who want to walk away with their free portrait.
  
  2. Adjustment to Your Order: I see that our team worked with you to find a collection that better suited your budget. On June 8th, 2023, we were able to adjust your order and issue a partial refund. We appreciate your flexibility in allowing us to address the issue.
  
  3. ******* Donations: Our commitment to supporting children's charities is genuine. We welcome anyone to explore our charitable contributions and partnerships. Transparency in our philanthropic efforts is paramount to our values. Here's a page that talks a little more in depth about the charity work we're doing along with videos of check presentations: **********************************************************
  
  4. Communication and Support: I apologize for any delays in our response. We value every interaction with our clients, and I assure you that your concerns were not ignored. Our aim is to provide prompt and comprehensive support, and I regret that we fell short in this instance.
  
  Again, I sincerely apologize for any inconvenience and disappointment you've encountered. Thank you for allowing us the opportunity to address your concerns, and we hope to regain your trust and confidence in our studio.