Complaints

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:05/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Better Business Bureau,
  I am writing to formally rebut the disingenuous response submitted by Butler Portraits regarding my complaint. Their account omits critical context regarding my initial engagement with their business and their subsequent actions.
  For several years, Butler Portraits persistently contacted me via phone, text, and email, urging me to "redeem a prize," which ultimately led to the complimentary portrait session on April 18, 2025. It was during the booking for this complimentary session that I specifically emphasized the need for a rush order for our final product, a commitment Butler Portraits admitted to in their response to this very complaint.
  Despite acknowledging the rush order, Butler Portraits unilaterally and self-servingly placed my order on hold, commencing Friday, April 25, 2025, at 5:23 PM EDT and continuing through the agreed deadline. This action directly undermined their acknowledged obligation to fulfill the rush order within the agreed timeframe. Their claim of timely readiness is directly refuted by their own email dated April 28, 2025, acknowledging a delay directly caused by this hold.
  Furthermore, Butler Portraits acted in direct contravention of our agreement by proceeding with production without my final approval on the digital adjustments, a step precedent to final printing and explicitly outlined in our contract. This crucial step was never completed because Butler Portraits prioritized the aforementioned hold over the necessary work to finalize the portraits within the agreed-upon rush order timeframe. As evidenced by their own emails, the hold took precedence over adhering to the contractual obligation for final adjustments and approval, constituting a material breach of contract and disregarding their "100% Guarantee."
  Their assertion that the credit card disputes were resolved in their favor with Affirm lacks crucial context. Affirm's determination did not fully consider the breached rush order agreement (which Butler Portraits now admits) and the fact that Butler Portraits attempted to coerce me into relinquishing my legal right to dispute as a condition for releasing the completed portraits by the agreed-upon deadline.
  My decision not to pick up the portraits was a direct and legally sound response to Butler Portraits' failure to fulfill the rush order agreement, which they acknowledge, due to their own actions and their attempt to extort my legal rights. I am not obligated to accept a product produced in breach of our contract and under duress, especially when the final version was never approved by me as contractually required.
  Butler Portraits' response attempts to paint a picture of a satisfied customer making false claims. This is a blatant misrepresentation of the situation, especially considering their admission of the rush order and the evidence contained within their own emails. Their failure to honor this acknowledged obligation, their unilateral production without my approval, and their coercive tactics are the crux of this matter. 
  
  
  The "proof" Butler Portraits supplied to the BBB is a blatant misrepresentation of the contracted merchandise. Our agreement specifies one (1) framed canvas of 24 inches and six (6)  canvases of 14 inches. The images they submitted depict visibly smaller items, appearing to be mere paper prints rather than the contractually obligated mounted canvases with frames. This significant discrepancy is a further breach of our agreement. 
  
  
  It is disheartening to note the apparent disproportionate effort Butler Portraits has invested in fabricating a defense against my legitimate consumer concerns and disputing payment, rather than fulfilling their contractual obligations to provide the agreed-upon product by the agreed-upon deadline and adhering to the mandated approval process. Their focus seems to be on protecting their financial interests at the expense of delivering the service and product I contracted and paid for.
  In summary, Butler Portraits failed to honor their admitted rush order obligation, produced unapproved and incorrect merchandise, and attempted to coerce me into surrendering my consumer rights. Their continued misrepresentation of the facts necessitates the BBB's intervention.
  
  
  I demand a full cancellation of the order and a complete refund, as Butler Portraits has demonstrably failed to uphold their contractual obligations and has engaged in unacceptable and potentially unlawful business practices, directly contradicting their admitted agreement for a rush order. The emails sent by Butler Portraits themselves serve as key evidence supporting the timeline of the hold and their acknowledgment of delay. I provided comprehensive documentation to the BBB substantiating these facts.
  
  Regards,
  
  ****** ******
  
  
  
  
  They printed the portraits without my final approval on digital adjustments, a contract term. I disputed with the loan bank 2 times because his evidence wasnt fulfilled the first time and they sided with the merchant both times because the signed contract says 7/17/25, disregarding all whats happened between. I am strongly convinced the merchant acted unethically and made all the rules at his convenience without repercussions. I seek a full refund as I havent picked up the portraits. He was aware of my situation and the fact we are moving but kept my product hostage anyway trying to get me to sign off my rights. I do not want the product but he will charge me a fee for storing it, as mentioned in the contract. I do not want the product anymore because it was under a rush order because of the move, but I also dont want to keep spending money for them to store it. Merchant admits order being late while emailing order being 4/26/25. Evidence available: emails, Affirm correspondence.

  Business Response

  Date: 05/09/2025

  Please see attachment. Thank you! ****** Butler

  To Whom It May Concern,
  
  
  We respectfully submit this response regarding the BBB complaint filed by Ms. ****** ******.
  
  
  On April 18, 2025, Ms. ****** and her family visited our studio for a fully completed professional
  
  portrait session. They arrived well-dressed, actively participated, and placed a custom portrait order
  
  totaling $2,700, which they signed and approved in writing. The contract clearly states that all orders
  
  are final, non-cancelable, and non-refundable.
  
  
  Soon after the order was placed, Ms. ****** filed two separate credit card disputes-first claiming
  
  she did not recognize the charge, and then alleging the products were not received. Both disputes
  
  were resolved in our favor after we provided:
  
  
  - Signed order agreements
  
  - Time-stamped session records
  
  - Ongoing communication and approval history
  
  - Proof of rush production and delivery readiness
  
  - Photographic evidence of the finished portraits
  
  
  Despite the financial risk caused by the false claims, we expedited the order at ********************************************* to BBB Complaint
  
  request, completing it by April 26-just eight days after the session, a timeline far faster than our
  
  usual 2-4 months. The portraits have been ready and safely stored since then. We never received
  
  any final communication or attempt to pick them up.
  
  
  The attached image shows the completed and professionally printed portraits as promised. These
  
  include multiple poses of the family, individual children, and groupings-all based on the client's
  
  selections.
  
  
  We are a family-run business with over 50 years in the industry and take our clients' satisfaction and
  
  trust seriously. This complaint is disappointing, especially after we delivered a beautiful product,
  
  accommodated several revisions at no charge, and overcame two false financial challenges to
  
  complete the work.
  
  
  Final Position:
  
  The portraits are complete, and the full order is available for pickup or can be shipped for an
  
  additional fee. However, a refund is not warranted, as this was a custom, signed, and fulfilled order.
  
  
  We remain committed to professionalism and customer care, and we request that this matter be
  
  closed in favor of Butler Portraits, with our reputation fully protected.
  
  
  Sincerely,
  
  *** Butler
  
  Owner, Butler Portraits
  
  ***********************************************************
  
  ************