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

  Gaithersburg, MD 20877

• 

  Enchanted Fairies of Ann Arbor

  2002 Hogback Rd Ste 6 Ann Arbor, MI 48105

  
• 

  Enchanted Fairies

  250 N Trade St Ste 300 Matthews, NC 28105

  
• 

  Enchanted Fairies

  919 Milwaukee Ave S South Milwaukee, WI 53172

  

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:05/26/2023

  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 took my children to the Enchanted Fairies studio in *******, ******** on January 15th. We took photos and was booked an appointment for a zoom call to discuss pricing and see the finished product. I was very hesitant about not knowing any information about packaging and pricing. I did the zoom call and the pricing was outrageous The top package was over $10,000. I agreed to digital prints for $500 and was promised a free 8x10 of my choice. I made the first installment payment of $160 and put the other installment payments on hold with my bank because I had not received any photos and today, May 25, I still don't have my free portrait or anything from them. I have attempted to contact them and no response. I paid $75 to book the appointment and $160 with nothing to show for it

  Customer Answer

  Date: 07/06/2023

  I have been in touch with the merchant by email only. I could not get anyone on the phone. I have been emailing with ******************* and I was told that my refund was posted to my account on June 15th but my bank has traced the id number I was given and there is no refund. ******************* told me that they issued the refund and there was nothing else she could do and they would retract and reissue the monies. Also she sent me a picture of where my picture was delivered. Definitely not delivered to my house. It was delivered somewhere else. I did finally get ***** on the phone today and she was clearly annoyed and over talked me and told me " it is not my fault and not my problem anymore and I will let accounting look into it and goodbye" then hung up on me as I was asking a question.

  Customer Answer

  Date: 07/06/2023

  I have been in touch with the merchant by email only. I could not get anyone on the phone. I have been emailing with ******************* and I was told that my refund was posted to my account on June 15th but my bank has traced the id number I was given and there is no refund. ******************* told me that they issued the refund and there was nothing else she could do and they would retract and reissue the monies. Also she sent me a picture of where my picture was delivered. Definitely not delivered to my house. It was delivered somewhere else. I did finally get ***** on the phone today and she was clearly annoyed and over talked me and told me " it is not my fault and not my problem anymore and I will let accounting look into it and goodbye" then hung up on me as I was asking a question.

  Business Response

  Date: 07/12/2023

  We appreciate you reaching out to us with your concerns, and we apologize for any inconvenience or confusion you have experienced. We take customer feedback seriously and strive to address issues promptly. Please allow us to address the points you have raised in your complaint:
  
  1. Pricing Information: We do provide detailed pricing information through our investment tab on our website at ****************************************************************. This page offers transparency regarding our pricing structure.
  
  2. More Pricing Information: Additionally, we ensure that every guest receives a video that provides more in-depth pricing information. You can find the video at ***************************************************
  
  3. Order Placement: We would like to clarify that your order was placed on February 11th, 2023 in the amount of $1060. You made a payment of $160 which left you a $900 balance. This serves as a reference point for the timeline of your order.
  
  4. Turnaround Time: Our standard turnaround time for orders, once they are paid in full, is 6-8 weeks. We aim to provide you with a high-quality finished product within this timeframe.
  
  5. Contract Terms: As part of our business practices, we require customers to sign a contract acknowledging that there are no refunds or cancellations, and the turnaround time for orders is 6-8 weeks from the date of full payment. You signed this contract.
  
  6. Complaint Timing: It is important to note that when you opened your BBB complaint on May 26th, 2023, there was still a balance remaining on your order.
  
  7. Resolution Offered: Despite the contractual terms, our team has made efforts to accommodate your concerns. In the end, we decided to offer you a refund on the $160 payment you made, even though we had a signed contract from you.
  
  8. Refund Confirmation: We have attached a screenshot of the refund transaction for your reference. Please review it at your convenience.
  
  We sincerely apologize for any miscommunication or delays you have experienced during this process. Our team is committed to addressing your concerns and ensuring customer satisfaction.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We value your feedback and appreciate the opportunity to resolve this matter.
  

• Initial Complaint

  Date:05/22/2023

  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 was promised a free photo that I never received for my session I waited and waited but it never came I wanted all my photos but I was not finna pay wedding prices for 12 photos the set up is cute but the order prices are plain out HIGH RIDICULOUS THE MOST I WOULDVE PAID IS $300-400 for my picture not $3500-7000 are you freaking kidding me yes they is a scam thats why they dont show they packages because they know a person and they right mind will NEVER BOOK A SESSION with them I think I did a good job editing my own pictures they allow you to take at the place yall need to do better or your business will crumble fast with these prices

  Business Response

  Date: 05/22/2023

  We're happy to assist with ensuring you receive your complimentary 8x10" Gift Portrait for participating in our year of giving! Unfortunately, your name and email address do not match any customers in our system. Please reach out to ******************************************************** with the contact information used to make your portrait session appointment and we will be happy to help. 

  Enchanted Fairies is a fine art portrait studio. We specialize in custom editing magic and archival, museum-quality pieces that can be enjoyed for generations to come. Our prices are clearly outlined on our website under the Investment tab. We are proud to customize options for each family that visits our studio with same-day offers and personalized packages as well. We understand the pricing may be out of some family's reach which is why we are proud to offer a complimentary 8x10" Gift Portrait per household per year! This Gift Portrait is a $200 value that we extend to every family who visits the Enchanted Forest. 

• Initial Complaint

  Date:05/17/2023

  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.

  My granddaughter had a photo shoot at Enchanted Fairies on Feb. 18, 2023. We viewed the photos via zoom on 3/3/23. I paid $1500. via Affirm loans, for a photobook that very day. I received an email stating the entire process should take 6-8 weeks from the payment date. 3/23/23 we got first edits of photos. I emailed my disappointment concerning the poor work that had been done. It was as if the special effects were just put there arbitrarily. Revisions requests were sent back. 4/6 in reply to my question about turnaround time, ** told 1-2 weeks from when sent back which was 3/24. On 4/12 after two phone calls we received edit #2 of the photos. We were instructed that if we were ok with the photos they would become final in 72 hours. Which was 4/15. I was out of town at that point. An email I received stated the final product would take 1-2 weeks. On May 15th I sent an email with my contact phone number, requesting a call back in 24 hours because I wanted to know why it was now 4 weeks and still no product. The email reply said my request was forwarded and if I didnt hear back by 5/19, I should email again. I try calling but always get the answering machine and no calls back.

  Business Response

  Date: 05/22/2023

  Thank you for reaching out about your experience! I am sorry to see that the proofing and editing process has taken longer than expected; however, I see that we dedicated a lead artist to your revisions due to the nature and specificity of your feedback. It is always our goal that your images capture the magical memories made during the portrait session! Thank you for allowing us the opportunity to make the requested changes. 
  
  I see that you spoke to our billing and client relations departments to approve your proofs. The storybook and complimentary gift portrait were sent to print (storybook expedited!) and I see that your digital images were delivered to your email on 5/17. You'll receive a tracking link for the printed materials within 5-7 business days! 
  
  If you have any other questions, please reach out to ** at ******************************************************** for assistance. We can't wait for you to have your artwork in your home! 

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because: I received the product and it was not as described. The story pages are out of order. 

  Business Response

  Date: 05/23/2023

  Hi *****! We're sorry to hear that you aren't satisfied with the quality of your storybook. I've sent you an email from our support line with a request for pictures of the book so we can get a corrected order submitted to our art department. We look forward to your reply to that email! 

  Customer Answer

  Date: 06/13/2023

  I have not as of today 6/13/23 have not gotten any response

  Customer Answer

  Date: 07/26/2023

  The business has refunded my money as I was able to prove that the quality of the product was not as described. ( the story was printed out of order) I am satisfied with this resolution. I just wish it hadnt been so drawn out and complicated. Thank you for you assistance

• Initial Complaint

  Date:04/24/2023

  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 company falsely advertises their services from the start- they give no impression that you will need to spend 1k+ for anything from the session. They sold me the digital raw copies of the photos for $900- at least that was the impression I was given. They sent me a video not even the photos for $900. I want my money back and I want this company to STOP FALSE ADVERTISING.

  Business Response

  Date: 04/25/2023

  There is never any obligation to purchase; every household receives one complimentary gift portrait 8x10" annually just for participating in our session charity donations! Our prices are listed on our website under enchanted-fairies.com/investment and in many public responses online. I am sorry if you missed this information. 
  
  I see that you purchased the Digital Slideshow during your photo premiere! This slideshow is the best way to ensure that no portrait is left behind. Please see your attached receipts and contract. 
  
  If you have any further questions about your order, we invite you to reach out to ** at ************ and ask for Client Relations. Our Client Relations team is happy to meet and review your order with you if you'd like to discuss any of the details! 
  
  We hope you enjoy the magical memories from your photo session! 

• Initial Complaint

  Date:04/12/2023

  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.

  I have been trying to contact them for a refund and have received no response, I tried to resolve this issue for several days. I want only written correspondence but was willing to get on the phone with ***** however she hasnt answered my calls. I dont know if they think federal laws dont apply to them, but I will not let this go. I will do whatever I need to do to get a refund. This is so ridiculous that theyre using children to rip people off. Taking a childrens photos knowing people cant afford to pay 1,000s of dollars for photos that are average at that. Its the joy our children get out of the photoshoot thats sad and they set you up to be disappointed. Shame on yall! Disgusting human beings.

  Business Response

  Date: 04/19/2023

  Your order was canceled and refunded. However, we are also terminating all future relationship with you and your husband/brother due to the harassment of our employees through both business and personal channels. We wish your fairy all the best. 

• Initial Complaint

  Date:04/06/2023

  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.

  This business is a scam! Paying $3,500 for 12 photos is completely crazy! I have been trying to contact someone from their company to cancel, but I can't even get someone on the phone. All I can do is leave a message for someone to get back to me in 3 days! I can't even get a hold of our sales woman to even get help, even though she said if we needed any help to contact her. I can not afford $3,500 for 12 photos! No will help me or get back to me!

  Business Response

  Date: 04/06/2023

  Hello, *****! 
  
  Thank you for reaching out about your order. I see that you reached out to us a few days after signing your order contract to request a cancellation, but it was outside of our office hours. Luckily, I see that our team was able to help you get set up with an appointment with Client Relations on 4/8! The Client Relations team will review your order contract and options with you in this meeting. I just know they'll be able to answer your questions and address any concerns! 

• Initial Complaint

  Date:03/21/2023

  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.

  I purchased three digital images from the company at the rate the representative quoted - $900. A discounted price from $500 per digital for buying three. The prices were so outrageous and the experience so heartbreaking, that I then went online to see what other people had experienced. I found another buyer that complained that she had just purchased three digital image from the company in January for $700 (Review on the BBB site from ****************** on 1/27/23). She went on to complain that she wishes she would have known that you had to haggle the price because she knew people who had gotten it for less. This isn't a used car and I can't go somewhere else for the same product, so I assumed that when they quoted a price that they meant it was a real price and not a starting point for negotiation. Either that or the employee just gets to set any price and keep the rest as a bonus. I paid $900 for the same product that someone else got for $700 less than two months ago. Highly inappropriate business practices.

  Business Response

  Date: 04/11/2023

  Thank you for reaching out about your Enchanted Fairies experience! 
  
  I'm happy to provide some background to help you understand why you may see different packages and prices listed in reviews from other guests. Enchanted Fairies is a fine art studio. Our museum-quality artwork is designed to last a lifetime, and is custom-edited and printed on the highest quality machines especially for each customer! As such, we are pleased to say that every customer's package and pricing is personalized to their requests for that order. The other prices you may see for digital artwork refer to many variables: another package composition, one of our two digital artwork options, a slideshow, or any number of *************** on offer! 

  Your artwork is beautifully unique, and correspondingly, so are your package and prices. If you have any further questions about your order specifically, we welcome you to reach out to us at ******************************************************** or ************. ********** our Concierges know that you would like to get in touch with our Client Relations team! 

• Initial Complaint

  Date:01/11/2023

  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. Was charged $5,500 for 32 digitals & tried cancelling the order not even less than an hr later to get a response saying it was in review & would be contacted in 3 days for a response to no avail & tried again w/ same answer a couple more times. Even tried again just yesterday because we seriously can't afford it to only get a response that they can't cancel & could speak to someone on how they could help my family & I. Well we don't want that & just want to cancel & get our money back for the times we have tried to cancel since day one.
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Hello, we see that originally a Royal Collection was purchased and financed through **** The financing contract is a separate contract from your order with Enchanted Fairies, and we are unable to make changes to this part of the order.
  
  Even though we had a signed contract for the Royal Collection, and our contract stipulates no cancellations or refunds, no matter the case of buyer's remorse, I see that our Client Relations team was able to stop your future payments with Enchanted Fairies and adjust your order down to the items matching the value of your completed payments. We're so glad they were able to make this accommodation! Please see attached receipts.
  
  In order to adjust or change your payment plan with GAF, you will need to contact their support. Here is the contact info for **** X-XXX-XXX-XXXX option *

• Initial Complaint

  Date:12/30/2022

  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.

  The whole experience was awful. I figured I'd purchase a few pictures that came out ikay. They made promises about the touch up especially the one that had suckers in it and you can still see my son looking like he is holding one. The canvas is blurry and no one will call me back. They said the purchase was interest free and it is NOT. I'm now being charged interest for something that won't even hang on my walls!
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Contact Name and Title: Mariah, Director
  Contact Phone: XXX-XXX-XXXX
  Contact Email: **********@enchanted-fairies.com
  Thank you for letting us know about your experience. I see that our teammate Jamie contacted you on 12/23 in response to your request, but that the two of you have been unable to get in touch. No worries! Jamie is a supervisor and she will be contacting you in the next day or so to assist.
  
  Our art is our signature and we will do everything in our power to correct any errors with your memories.

• Initial Complaint

  Date:11/12/2022

  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.

  The initial sitting and photographer was nice however, the sales lady, not so much. I emailed a few short hours after my appt saying that I felt that I made a mistake as my package I felt emotionally manipulated to purchase was more than my mortgage and as a single mom, I felt like that was a huge mistake. I was under the impression that the No refund policy would have been once I received any of the products which I understand however, within hours? No chance to change your mind? All I wanted to do was cancel some of it to make it more affordable or cancel everything outside of my free 8x10 that I got with my sitting. I was denied any and all options and was told they would upgrade the free print to an 11x14. I have reached out and emailed everyone I could to tell them not to edit any photos and I want to cancel the entire order but no luck. I don't even want the free photo anymore. I just want this nightmare to be over. They scheduled me a second zoom meeting to "discuss my concerns" just to humiliate me and tell me I have no choice. I almost want to file a charge back with my credit card and make sure everyone knows not to edit or print ANYTHING for me. What a rip off.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2022/11/21) */
  We appreciate your reaching out and sharing your experience with us. We are looking into this matter for you. Please feel free to reach out to us at XXX-XXX-XXXX while we review your case.