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:05/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 photos with this business on April 12, 2025. When contacted about them I was advised it would take 2-3 weeks. Today marks three weeks and I have not received my images.

• Initial Complaint

  Date:10/27/2022

  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.

  The first time I contacted Well kept design on August 25th 2022 to book a smash cake session ($85 worth), on september 11th 2022, for my one year old with a Cookie Monster theme. *****, the owner replied she could do that I also attached images of what I wanted to do and she repeated she would do it. We got to the session day and it was nothing close to what I wanted ,just an old rug on the floor full of dog hair and 6 cookies stick to the wall an a super mini bundt cake. The session was supposed to be 45 min and it was only 15 min. I reached out on October 7th since it was already almost a month and her contract says delivery would take 2-3 weeks. She always said it was working on the pictures the two times I reached out. Then the third time I asked her what was happening with the pictures she promised I was next in her editing line so I agreed to wait a few more days since she promised me I will have the pictures and then then she said she won't deliver the pictures because she felt harassed and offended just because I asked for my pictures and I could not wait more. She ended being unprofessional and even made fun of my name. Then she started blocking me and unblocking saying that the pictures were really nice but she won't deliver them. (That passive aggressive behavior some people has) After saying that, she advised me that she have started the refund process but I never received the money so I had to submit a claim with my bank to get the funds back. She know what she did to our family and the way she treated us in the session as well. I just hope her scam system stop one day because is not worth to risk losing family memories because someone who is a business owner decided to behave like that by being irresponsable, disrespectful and unprofessional.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Client above reached out to inquire on her gallery status. We reiterated our contract turnaround to her. She informed us if the photos were not ready that day then she wanted a refund. We refunded client let her request as photos would not be ready that day. We stopped communication with client once she told us that she was contacting a lawyer for discrimination. She received a refund and attached is our conversation and refund documentation. Client is simply not being truthful in her statement. We stopped communicating with her as she was hostile and I started being concerned for the safety of myself and family.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business owner is not being truthful on the matter. I attached the conversations stating she will work on the gallery so we decided to wait and then she changed her mind and simply said she would start the refund. I told her we could have waited a few more days as it can be seen in the conversation attached. The only thing we requested were the pictures but this business owner have been so discriminative towards my feeling in the way she spoke to me. I have never threaten her or her way so that comment is way out of place. I think this person honestly needs professional help because obviously I'm not the only one with the same issue. In the conversations, there are not any offensive words from my end she is the one making fun of my name and my own person. Docs of the conversation were provided!
  
  
  Business Response /* (4000, 9, 2022/10/28) */
  I've been advised to cease communication with client. She ask for a refund and that's what we provided after client was hostile. We simply did what client ask Us to do..refund her.
  
  
  Consumer Response /* (4200, 11, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This person obviously did not cease communication since she loved to bully and play with customer feelings! We agree on waiting a few more days for the pics since she promised me we were in her immediate editing list (as presented in document anttached) and then she decided on process the refund because she felt she did not want to give me the pictures as a way of punishment. I wont continue in this pitty conversation with such a discriminative and bully business owner. I just wanted to submit a complaint so people is aware of how this person treats customers.