Complaints

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

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  Enchanted Fairies Studio LLC

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

  
• 

  Enchanted Fairies Studio LLC

  4100 Linden Oaks Rochester, NY 14625

  
• 

  Enchanted Fairies

  4 Pleasant Valley Rd Pine Bush, NY 12566

  
• 

  Enchanted Fairies

  1065 Old Country Rd Ste 207 Westbury, NY 11590

  
• 

  Enchanted Fairies

  250 N Trade St Ste 300 Matthews, NC 28105

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/31/2022

  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 payed two sitting fees for both my girls to do a fairy session and while the staff that took the photos was very nice my girls less than delivered the session didn't feel magical at all everything was staged and forced I wasn't happy with the prints my littlest looked pained and miserable in half her photos and my oldest had her eyes looking elsewhere for every photo their was maybe a handful of frame worthy photos by the end with that said I felt very pressured into buying a package what kind of mother doesnt take home photos of her babies right! I tired to choose the smallest package possible but it seemed like if I wanted prints I had to buy other stuff too I kept asking questions to see if I could find something in my price range but that was impossible I ended up 3,000 in the hole and all I got was a few digitals and a book which when being showed over video conference looked massive and well done this book is so tiny And the story line is terrible my daughter didn't even want me to finish reading it. I will gladly send this book back to you if that means I can get my money back and not to mention I was told a portrait of my daughter Juliette was included in my order and that never came I have Emailed someone and also spoke to someone over the phone about it before they made it seem like that wasn't their department but they would note that. The adds on Fb seemed like a scam and they were I got suckered into buying less than great photos of my babies because of pure birthing guilt.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank-you for bringing your concerns to our attention. In reviewing the photo premiere that we presented to you in February of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you to make a decision.
  We understand that you felt your youngest daughter did not love her session as much as our other clients do. Our photographers are incredibly talented and truly want to give each child a magical experience. They work their best to elicit a smile or a laugh to get the best portrait experience. Although the "perfect" portrait doesn't really exist, there were several portraits that were lovely and the one with the sword lit her face up with happiness.
  Our Representatives never pressure anyone to make a purchase. They gave you several options and even reminded you of the free 8x10 which we are happy to provide you and not have you purchase anything.
  We did see that you had not received the free 8x10 for your other daughter. That has been addressed and the 8x10 was shipped out on 8/31/2022. Please watch for it.
  
  We do have a range of prices on our website under Investment If you missed it before your session. You can find them here: https://enchanted-fairies.com/investment/.
  
  Why do we present 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 Kidd's Kids. If they are thrilled with their experience and decide to purchase additional products, we are happy to help them choose which would be best for them. If they don't purchase anything else, we are just as happy to have you take your 8x10 and be happy in your choice of portrait.
  
  It's true that some people aren't satisfied with just the 8x10 Enchanted Fairies Limited Edition Portrait they receive for no cost, as a gift from our company and look to purchase additional portraits on canvas or as digital files to print out on their own.
  
  It's also true, we have some 1-star reviews and 99.99% of our negative reviews have to do with the price...
  However, we also have 3.500+ 4 and 5-star reviews from clients who love their session with our studio, love that we donate to organizations in the community, and love the artwork they purchased from our studio.
  
  We just had a phone call from a client from 10 years ago raving about how her daughter still talks about her birthday when she got to experience the Magic of Enchanted Fairies. She is WHY we only offer the best quality from start to finish. Can you imagine if we cut corners in her magical session?
  
  Would it still have been her favorite birthday?
  
  What if the portraits from her favorite birthday were printed on cheap materials and had already started to fade just 6 short years later?
  
  We've read the reviews from the other companies who put profits before clients... "customer service that's unreachable, orders always arriving late, books where the binding is coming undone, photos printed tilted on the page vs straight, no warranty, and the list goes on..."
  
  We would rather apologize for the price today than for the lack of quality and your unhappiness forever.
  
  That's not how we want families to remember their experience with our studio 10 years, 30 years, or even 50 years in the future. It's why we only offer the best. Our children are only this age once and will never be as young as they are right now.
  
  As our representative explained, once the ordering process is complete, it is immediately assigned to an artist. Due to the extensive time and work your portrait artist puts in, we are unable to cancel an order.
  
  We automatically commission out your portrait artist and assign them to your order. We are a small family-owned business. We strive to only give the best in everything that we do. We understand the importance of all of this because we know that your choice was made as an investment for your child.

• Initial Complaint

  Date:08/30/2022

  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.

  When I spoke to representative on zoom for enchanted faries they gave 4 options didn't say I could by certain items individually found that out from family friend anyways they pressured me into making a choice of one the packages which was about 3,000 + told me they can get payment lower had to talk to Billings I contacted the enchanted faries week later they said the billing department really good they can work something out talked to billing they said no the payment of 200 month was final can't go any lower try to cancel they giving me the run around and still trying to get me to pay they can have the stuff back not worth the stress very upset when 5 people say it can be lowered billing saying no n no body call you back day left till first payment atomistic payment I don't have the funds I'm stressing out need to be more transparent with packages and items individually they shouldn't pressure to make a decision last option is to call bank tell them I cancel it and drop stuff off in person it's all still packaged I don't know what else to do I don't want deal with this anymore been months I just want them cancel my order send me mailing info so I can ship everything back to them I'm home nurse work very lil hours I don't have 200 to spare each month

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Thank-you for sharing your concern. We had scheduled a call with you but it seems the appointment was mistakenly cancelled on your side. It may have been a misunderstanding since we had a different email address on file. We would appreciate the opportunity of speaking with you and another call has been scheduled with a member of our team for SEPTEMBER 14th at 4:30pm central time.
  We look forward to speaking with you.

• Initial Complaint

  Date:08/25/2022

  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.

  Enchanted Fairies describes their photoshoot as being $25 for the session and they give you a free 8×10. What they DON'T say is that the photo packages start at $2500 and go up from there. Not only that they push you into applying for a loan (so they take your SSN) for the pictures. They need to be more transparent about the full process because not many people have $2500 laying around. They use that they do it for a children's charity to guilt you into spending an astronomical amount for pictures that I'm 98% sure aren't done by professionals

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/29) */
  In reviewing the photo premiere that we presented to you on August 24th of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you to make a decision. We heard you say that you enjoyed the Enchanted Fairies experience in studio very much and that the photographer was "awesome". We find it surprising then, in your complaint, that you stated that you were "98% sure (the portraits) aren't done by professionals". We assure you we hand select our photographers and they go through an extensive vetting process. We do not take just anyone and are very selective in whom we hire to work at EF. Our Artists are incredibly talented and spend a great deal of time on each portrait to add the "magic" that makes us famous. Our representative explained this process to you during your premiere.
  Throughout the review of each portrait, we could hear the delight in your voice. We always allow for our families to have a beautiful experience seeing the amazing portraits and there were several portraits to review. Our representative happily went through all of them, pausing as you reviewed each and giving you the time to view each one and choose which of the photos you loved the most. Several times we heard you exclaim "oh my gosh that's cute" and " This is going to be hard." Our representative reviewed the available portrait packages and the discounts available for each. You did mention the cost involved and our representative offered our payment plan as an option. This is an option several of our clients choose. Our representative asked if you wanted to hear that option and when you said you would like to hear about it, they explained the way it works. They in no way pressured or pushed for you to agree and in fact, you agreed to apply for the option and when they politely asked for your information, you supplied it to them. When the application was denied, you shared you had a credit lock in place. There was no pressure from our representative when you explained about this lock on your credit. You then asked if you could call us back as you wanted to consider the options. Our rep happily agreed and the call was ended with the plan to have you call back and continue the conversation. Our rep also gave you the correct number to call.
  Your complaint also claimed that we do not really support local charities. In fact, we do. Each month the session fee we collect when you book your session is collected and donated to our local charity of the month. We celebrate with the charity chosen to receive the donation each month. This information is available publicly.
  Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines and we hope that the efforts we have taken will ensure your experience stays Magical, with happiness in your heart. We wanted to thank you for allowing us to help in this matter. We strive to only supply the very best in wall portraits and digital options. We only use the highest quality and elite materials to print your portrait which gives everyone a portrait that will last them over a lifetime. Every single pose you fall in love with, we are going to supply you with the very best in every aspect. This means that your order will have its very own highly skilled and highly trained portrait artist who will perfect your portrait by paying close attention to every detail and every highlight, turning your children's portrait into their own masterpiece of art.
  We would be happy to send you the complimentary 8x10 portrait with the pose of your choosing at no obligation to purchase anything else. We want you and your family to treasure the experience for years to come. Please do call us so we can have you choose your favorite pose and we will be sure to send it to you.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. I didn't say they didn't donate to charity, what I said was that they HIDE behind charities to make you feel like you're doing the right thing. Also, they only donate the session fee ($25) and NOT the ridiculous amount you pay for photo packages.
  
  2. Was I supposed to be rude and lose my cool over pictures? The pictures ARE cute, it's the price that isn't. And to say people aren't pressured to spend a ton of money is a boldface lie. Why is taking a loan out even an option??
  
  3. The actual point I'm making is being missed completely. My gripe is that the full photo packages aren't advertised and that's not just me talking, a LOT of other people I've come across say the same. Not only that, when I tried to help another mom when she asked about pricing, I was blocked on social media for giving out prices! Why the secrecy?
  
  4. The way y'all keep going back and forth with me speaks VOLUMES of the kind of company you are. This is the 4th time I've had someone who works for this business talk to me like I'm trash and I'm over it. My money wasn't trash when yall took it so I expect some respect. Run me my $250 and be done with it.
  
  
  Business Response /* (4000, 9, 2022/09/10) */
  Good Morning-
  We look forward to speaking with you and discussing your concerns. An appointment has been set with one of our representatives for the 24th of September.
  We appreciate you taking the time to meet with us.

• Initial Complaint

  Date:08/20/2022

  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.

  During the shoot the staff was nice but didnt listen to our request to take more pictures with ALL 4 of my children 1st red flag Instead they took only a couple of photos then split them up into pairs The photog expressly said that he had capture many nice photos of all 4 of them together I felt he hadnt &wanted to take a few extras During review I saw I was correct & there was only a couple of photos with ALL 4 of our children. I was truly saddening because our main goal was to have some great family photos The day of review came & this is where my family& I feel like everything began to snowball The pressure they put to purchase the photos was unreasonable. They wouldnt even allow you anytime to think on such a large purchase of 3300. they really squeezed us & was told if we dont decide that day within that hour of review we stand to lose a chance to even have photos That was the tacked that I would call VERY PREDATORY in nature. We paid400 on that day& then it was insisted to finance the remaining 2800. Sidenote the amount we were told per our review continued to change &still left us feeling unsecure &unsafe as to what the real amount was Then when you ask for the breakdown visually they tell you Oh youll receive a email after this telling you what youre getting What we thought we agreed to under such limited time constraint &force &what we ended up w/ price wise was vastly different We heard the lady tell us2800 was the total amount &2400 would be left to pay overtime. we were astounded w/ the amount of miscommunication &discovery of over2800 being the remaining amount We only ordered the storybook The sales lady suggested we give up the free picture to save we gave up the free print to bring down the price alittle which was sad because we were promised a free 8x10 no matter what Editing was a nightmare then we received our book &it was just thrown together it was horrific It wasnt coherent at all it has been a disastrous experience of being taken advantage of
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/25) */
  In reviewing the photo premiere that we presented to you on May 22nd of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you to make a decision. When you had chosen your photos and mentioned that it would be hard to leave some of them out, our rep happily added the additional 2 photos to your order at no additional cost to you. You expressed interest in the storybook for your children and your excitement was apparent. Throughout the review of each portrait, we could hear the delight in your voice. We always allow for our families to have a beautiful experience seeing the amazing portraits and there were several portraits to review. Our representative happily went through all of them, pausing as you reviewed each and giving you the time to view each one and choose which of the photos you loved the most. When you requested to see all the photos again to be sure you had chosen your favorites, our rep gladly went back through the photos with you. We also heard their dad saying how great this was and reminded you of the story book he had as a child with his name in it but it didn't have any photos of him in it and that he still has it today. He stated that video games and Disney made this a great company and that he loved it. He was so excited he wanted to put the digital portraits on business cards. You shared that you wanted the story book as well as the 13 photos you love and our rep gladly added the additional photos to your order at no cost to you. When you asked if you could give up the free 8x10 would there be an additional discount, our rep deducted the $200 from the cost of your package. Once you had reviewed and chosen your favorite portraits, our representative reviewed the cancellation policy agreement on screen and asked if you agree with it. Once they had your verbal approval, the representative moved forward with the order, received permission from you to sign the agreement and processed the order.
  You also said that our rep told you that you had to choose the photos quickly because once the premiere was over, the digital photos would be destroyed. This is not true and our representative never said this while speaking with you. We do not use high pressure tactics like that ever. We take the time to ensure you have an amazing experience and have the memories to last a life time.
  As our representative explained, once the ordering process is complete, it is immediately assigned to an artist. Due to the extensive time and work your portrait artist puts in, we are unable to cancel an order. Because it is so important to use that you love your purchase, we want to ensure that you receive your storybook and portraits and that they create memories that last a lifetime. The 13 digital portraits are yours forever, to print out for family members or have them printed on a blanket for a beautiful holiday gift. Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines and we hope that the efforts we have taken will ensure your experience stays Magical, with happiness in your heart. We wanted to thank you for allowing us to help in this matter.
  When you expressed concern over the completed story book we immediately responded and had our portrait artists go back and make the changes you requested. We also sent you proofs of each portrait in the book so you can approve them or request additional changes. We know that the storybook will be a family heirloom and we want to be sure you love every page.
  We know you'll love these beautiful portraits of your amazing children and will read their very own storybook each night before bedtime. We strive to only supply the very best in wall portraits and digital options. We only use the highest quality and elite materials to print your portrait which gives everyone a portrait that will last them over a lifetime. Every single pose you fall in love with, we are going to supply you with the very best in every aspect. This means that your order will have its very own highly skilled and highly trained portrait artist who will perfect your portrait by paying close attention to every detail and every highlight, turning your children's portrait into their own masterpiece of art. Your High-resolution portraits will include the lifetime warranty but also include the full print rights with your order. This means that you can reprint your portraits unlimited times, even far into the future for graduation or even her future family. If at any time you are unable to access your digitals, we will back that up with the lifetime warranty and get your images sent back out to you. Once an order has been submitted your portrait artist is commissioned to start working on your order. For this reason, we make sure to let every guest knows, while we are on the call with them, that we cannot offer any refunds or cancellations. As this was agreed on before ending your call, we automatically commission out your portrait artist and assign them to your order. We are a small family-owned business. We strive to only give the best in everything that we do. We understand the importance of all of this because we know that your choice was made as an investment for your child.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree, because one of the first question asked was could we have more time to think about this purchase &schedule for another day once we had time to think on such a large purchase,we were told no &that we only have that moment &wouldn't get another opportunity. My husband can literally been seen getting up and walking out in frustration shortly after. No one said anything about destroying photos. We were told to put the presenter on hold following that question to decide. The discord &almost hour we took to trying to convince ourselves was extreme to say the least. We never said the photos were not nice, who wouldn't be excited to see professional photos of their children, but we were pressured to pick them that day as no other day or time was allowed. We visibly can be seen not being okay with such a demand. We asked many questions because of the alarming amount and tried to find the good in a terrible situation in order to achieve getting any of the photos we liked. We were literally trying to talk ourselves up because of the pressure tactic of NOT BEING ALLOWED to have more time to think. Another tactic the presenter used was offering to add the additional photos at no charge to get us to agree under the circumstances in order not to lose the sell. At another point you could see she was visibly getting frustrated by our questions &us asking to go back through photos several times but she did agree to it. It was a terrible experience when it comes to a professional photo session. I've never heard of not giving someone a chance to think about a large purchase. Then to recieve a photobook that was clearly just thrown together after that experience was the kicker. I feel like we were scammed.The bad taste left in our mouth is why we reached out to the BBB. Taking a nice photo does not dismiss the pressure tactics used or the limiting the time to make a thoughtful decision, it does not make any of this any less predatory.

• Initial Complaint

  Date:08/13/2022

  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.

  I paid $25 for a photo session with Enchanted Fairies that was amazing. I was told there would be a zoom mtg to chose my photos. I was never told the cost ahead of time. We got on the zoom mtg and I was immediately offered the $7200 package. I was completely shocked. After being offered a few other very expensive packages I asked If I just wanted to get a few pictures what would the cost be? I was then told that each picture would be $500 unless I got at least 3 and then the price dropped per picture. That meant a minimum of $1200 no matter what. I WAS NEVER OFFERED THE FREE 8x10. In the end I spent $2500 plus tax. The prices should have been given ahead of time to allow for time to make decisions on what became a financial investment instead of a memory making experience. I told her on the zoom meeting that I couldn't spend a mortgage payment on photos and she got me to do it anyway by saying it was a deal. I feel like I was taken advantage of and would like my money back along with my free 8x10.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/19) */
  In reviewing the photo premiere that we presented to you on August 12th of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you to make a decision. You expressed interest in the storybook for your daughter and your excitement was apparent. Throughout the review of each portrait, we could hear the delight in your voice. We always allow for our families to have a beautiful experience seeing the amazing portraits and there were several portraits to review. Our representative happily went through all of them, pausing as you reviewed each and giving you the time to view each one and choose which of the photos you loved the most. Several times we heard you exclaim "oh that's so cute" and " I don't how to get rid of any of them. They're so cute!" You chose the Artisan package which our representative modified to ensure you received the personalized story book you wanted and even gave you an extra 2 digital portraits that you could print out yourselves at no additional cost. Once you had reviewed and chosen your favorite portraits, our representative reviewed the policy agreement on screen and asked if you agree with it. Once they had your verbal approval, the representative moved forward with the order, received permission from you to sign the agreement and processed the order.
  
  It was a surprise to read in your complaint that you were "NEVER OFFERED THE FREE 8X10" when in fact our representative reminded you that in addition to the 2 FREE digital portraits we added to you order, you would receive the FREE 8x10 and your reply was "OH! That's Fabulous!!" She then encouraged you to pick your favorite pose for that 8x10. You will clearly see the digital portraits and your free 8x10 on your invoice.
  
  As our representative explained, once the ordering process is complete, it is immediately assigned to an artist. Due to the extensive time and work your portrait artist puts in, we are unable to cancel an order. Because it is so important to use that you love your purchase, we want to ensure that you receive your storybook and portraits and that they create memories that last a lifetime. The 9 digital portraits are yours forever, to print out for family members or have them printed on a blanket for a beautiful holiday gift. Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines and we hope that the efforts we have taken will ensure your experience stays Magical, with happiness in your heart. We wanted to thank you for allowing us to help in this matter. We know you'll love these beautiful portraits of your amazing daughter and will read her very own storybook each night before bedtime. We strive to only supply the very best in wall portraits and digital options. We only use the highest quality and elite materials to print your portrait which gives everyone a portrait that will last them over a lifetime. Every single pose you fall in love with, we are going to supply you with the very best in every aspect. This means that your order will have its very own highly skilled and highly trained portrait artist who will perfect your portrait by paying close attention to every detail and every highlight, turning your children's portrait into their own masterpiece of art. Your High-resolution portraits will include the lifetime warranty but also include the full print rights with your order. This means that you can reprint your portraits unlimited times, even far into the future for graduation or even her future family. If at any time you are unable to access your digitals, we will back that up with the lifetime warranty and get your images sent back out to you. Once an order has been submitted your portrait artist is commissioned to start working on your order. For this reason, we make sure to let every guest knows, while we are on the call with them, that we cannot offer any refunds or cancellations. As this was agreed on before ending your call, we automatically commission out your portrait artist and assign them to your order. We are a small family-owned business. We strive to only give the best in everything that we do. We understand the importance of all of this because we know that your choice was made as an investment for your child.

• Initial Complaint

  Date:07/29/2022

  Type:Product 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.

  3 hours After the zoom call with Enchanted Fairies Rep , I asked for a cancellation and refund . I called 3 separate numbers and sent an email . One lady said over the phone that they would refund it and stop the transaction. The next day I got an email stating that they would not start a refund process . I have complained to them on social media , sent another email to them and given them over 2 weeks now to make this right but , they are non- responsive. The " customer service " side of this business is awful to not honor a clients wishes . They said they'd already started exiting ( the day after the zoom call ) and yet say it takes 6-8 weeks until the pictures are ready which as a former photographer and photoshop whiz - know this to be untrue . I would like them to cancel my order - send me only the free gift that came with the sitting fee I paid and to be more transparent in the pricing so all future clients will be well aware ahead of time that they charge 2500-13k for pictures after the " donated " sitting fee that goes to charity . If ppl are clicking through a FB ad - the " investment " page should show them upfront what they are in for before a booking is made .
  
  I want them to condense the investment page ( make it transparent ) they have ( it's very wordy and you have to read paragraphs to see prices ) , refund my money and to stop the emotional manipulative tactics they are using to sell to parents - many of which have to be " financed " bc they can not at all
  Afford these photos but feel duped into buying them with that " one time only offer " .
  Thank you !
  
  Photo session was June 28th
  
  Zoom call was 7/14 and I asked for a cancellation 3 hours later .
  
  See attached emails

  Business Response

  Date: 08/23/2022

  Consumer Response /* (2000, 5, 2022/08/05) */
  Enchanted Fairies did contact me and did refund me , finally. I hope in the future they are far more transparent and honest in their sales approach with clients. thank you so much and God speed!
  CC

• Initial Complaint

  Date:07/22/2022

  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 place is such a scam. They have you leave a review so you get free shipping and they get their 5 stars then screw you over. We went to the session, it was nice, my daughter was excited, thought it was a great deal, then we had the zoom call where you buy the puctures. I honestly only liked one picture and I should have taken my free one and left. I ended up buying 2 photos, one large in a frame, one the same size or maybe a little smaller and the free one. Two of the free photos were delivered. WE DIDNT EVEN GET THE ONE PHOTO WE WANTED!! I got two photos in the mail and one was supposed to be a larger size. Over $1,000!?!? I tried calling back the same day as the zoom call, if not the very next day, to cancel or change the order and twice I was told I would get a call back AND NEVER DID! I struggled financially because of this. I thought I was doing something special for my daughter. This place is horrible. I feel sick to my stomach.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Ms. ******- In reviewing the photo premiere we presented to you on July 6th of this year, we saw and heard our experience representative go through some of the options we have that afford discounts to our Enchanted Fairies families. At no time during the premiere of the photos and discussion of each portrait did our representative push for a decision or hurry you. Throughout the review of each portrait, we could hear the how much you loved the portraits that were taken of your daughter. We always allow for our families to have a beautiful experience seeing the amazing portraits. Our representative happily went through all of them, pausing as you reviewed each and giving you the time to view each one and choose which of the photos you loved the most. Initially you were considering our Artisan package which includes 7 digital digital photos that you can download and have printed at any photo store. This also included 7 8x10 prints of the photos you love best. As the premiere continued, you discussed the options with your additional guest on the premiere. When you shared that you preferred to have 2 of the digital prints and the 8x10 gift portrait, our representative offered to modify a package to better suit your needs. Our representative offered the opportunity to lower the cost of each digital photo by suggesting you purchase 3 digital portraits. You chose to purchase the 3 digital portraits at a discounted rate so you could print them out yourself. They also included an upgraded 20" portrait complete with a wooden frame and of course, the 8x10 gift portrait at no additional cost. Once you had reviewed and chosen your favorite portraits, our representative reviewed the policy agreement on screen and asked if you agree with it. They explained that there are no refunds and no exchanges due to the hours of work each of our portrait artists spend adding the magic to each portrait you chose. At that time, you agreed that you understood the policy and that you would agree to a digital signature. Once they had your verbal approval, the representative moved forward with the order, having received permission from you to sign the agreement and processed the order. Once the ordering process is complete, it is immediately assigned to an artist. Due to the extensive time and work your portrait artist puts in, between 4-6 hours per portrait, we are unable to cancel an order. You reached out to us a week after your order was processed and the work had already started. Because it is so important to use that you love your purchase, we want to ensure that you receive your portraits and that they create memories that last a lifetime. We also included the free 8"x10" portrait that we offer to all of our clients and asked you to choose the portrait you preferred for this. The 3 digital portraits are yours forever, to print out for family members or have them printed on a blanket for a beautiful holiday gift. Our devotion to the quality of every portraiture order placed is at a very high standard within our company guidelines and we hope that the efforts we have taken will ensure your experience stays Magical, with happiness in your heart. We wanted to thank you for allowing us to help in this matter. We know you'll love these beautiful portraits of your amazing daughter. We strive to only supply the very best in wall portraits and digital options. We only use the highest quality and elite materials to print your portrait which gives everyone a portrait that will last them over a lifetime. Every single pose you fall in love with, we are going to supply you with the very best in every aspect. This means that your order will have its very own highly skilled and highly trained portrait artist who will perfect your portrait by paying close attention to every detail and every highlight, turning your child's portrait into their own masterpiece of art. Your High-resolution portraits will include the lifetime warranty but also include the full print rights with your order. This means that you can reprint your portraits unlimited times, even far into the future for graduation or even her future family. If at any time you are unable to access your digitals, we will back that up with the lifetime warranty and get your images sent back out to you. Once an order has been submitted your portrait artist is commissioned to start working on your order. For this reason, we make sure to let every guest know while on the call with them that we cannot offer any refunds or cancellations. As this was agreed on before ending your call, we automatically commission out your portrait artist and assign them to your order. We are a small family-owned business. We strive to only give the best in everything that we do. We understand the importance of all of this because we know that your choice was made as an investment for your children. I want to make sure that you receive your purchased order and it is worth your investment as we cannot issue refunds. We are confident that you will love your portraits and share them with friends and family over and over again.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The first time I called was an hour after the zoom meeting. I actually didn't like most of the pictures and only wanted one, but I thought I at least had to pay for one and the was told I should do 3 and get digital. I only wanted one photo digital. Not even sure how I got persuaded into the frame.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  Attached are copies of the invoice for your order which shows the beautiful portraits you ordered. When placing the order we upgraded you and included the 20" portrait in a beautiful wood frame at no extra cost. You expressed that you wanted 3 digital photos that are yours forever and an be printed out at any photo shop you prefer. We offered a discount for purchasing those 3. We also added an additional 10" portrait and of course your 10" gift portrait was included as well.
  We did review your portrait premiere and heard the choices you made and confirmed with us after your guest had left the presentation.
  We sent the digital portraits to you on July 28th and the 3 portraits mentioned above will be on their way soon.
  Attached is the copy of your invoice showing the additional items and discount applied to your order. Your signed agreement is attached as well.
  Please remember that if you ever have trouble accessing your digital files, be sure to let us know and we will gladly send you access again.
  
  Our Enchanted Fairies families love to see their beautiful portraits hanging on the wall in their home. We are certain you will as well.
  
  
  Consumer Response /* (4200, 11, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called immediately after the zoom and told someone I wanted to change my order. He replied with "I will make a notation that you want to cancel your order and someone will call you shortly" I never heard from ANYONE. I then get a text saying someone will call in 3 days, still no call. I called back, same thing. Then I get a message 10 days later stating my order was being shipped. What if I wanted to add more? This business is ran like a con artist is handling it and I feel like they need to be held accountable. We went through all the photos and I really only liked ONE, but was made to feel like I was a bad mother for not wanting more pictures to "hang on my walls". She kept going back through the pictures and I picked three. I don't like the feeling that I got pressured into buying these pictures and did it thinking the experience would have been a lot better. Plenty of people have had the same type of issues and now we are trying to warn other people who are getting sucked in. If you look hard enough you can find groups of people with the same issues. PRACTICE BETTER BUSINESS!
  
  
  Business Response /* (4000, 14, 2022/08/17) */
  Please know we take all feedback seriously and we work to ensure every experience is a magical one. We would never do or say anything that would make you or any other parent feel like a bad mother. There are many hands working to make our clients experience one that is amazing and joyful. From the invitation you receive through the delivery of your beautiful portraits, we work to bring joy and excitement. There are many people working behind the scenes to make the magic happen. It was apparent in your premier as well.
  As we mentioned previously, your order is sent to our portrait artists immediately after your premier has ended. We do this because it takes time and great effort to add the magic to your portraits. Once sent, it is assigned to an artist who starts adding the touches that make our portraits so treasured and unique.
  We are certain the portraits you have will last a lifetime and become part of your child's story for years to come.
  
  
  Consumer Response /* (4200, 16, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Seriously sick over this. There are Facebook pages of parents just like me who feel tricked. Who felt pressured into getting something they didn't want. Who did something "magical for their kids" just to be raked over the coals with outrageous costs. Who tried to reach out to customer service only to get blown off. This business needs to be more open and upfront with the process. This is scam artist at it finest. Unbelievable.