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

  15 North Main Street Bellingham, MA 02019

  
• 

  Enchanted Fairies

  4 Pleasant Valley Rd Pine Bush, NY 12566

  
• 

  Enchanted Fairies

  1065 Old Country Rd Ste 207 Westbury, NY 11590

  
• 

  Enchanted Fairies

  3625 Dallas Hwy SW STE 460 Marietta, GA 30064

  

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:09/12/2022

  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.

  After the zoom call with Enchanted Fairies Representative, I called back a few hours later to ask to cancel my order. I called 3 separate numbers and sent an email. A lady said over the phone that they would refund it and stop the transaction. I got an email stating that they would not start a refund process 5 days later . I have complained to by numerous emails to them and gave them over 2 weeks to make this right but , they are non- responsive. I asked to speak to a number of managers and told them that I didn't agree with how they handled this misleading business. There business tactics are nothing truthful and downright criminal. The customer service of this business is awful to not honor a clients wishes . I am in no financial situation to even think about having an overpriced book of $2500 sitting on my coffee table and told them that day after my zoom call that I wasn't in any finacial ability to be able to afford anything of there products. I had ZERO idea prior to booking this free sitting fee that I was getting myself into a place where my credit would suffer from this "free sitting fee". I want 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 people are clicking a Facebook page, that company should show them upfront what they are in for before a booking is made . I want them to make their prices transparent for future clients and I want a full refund and to stop the emotional manipulative tactics. Thank you ! Photo session was June 16,2022.Zoom call was 6/ 24 and I asked for a cancellation 3 hours later .I can provide dates of phone calls and emails to cancel this order and phone conversations with managers that promised that they would work out a solution to get this corrected. I can pull phone records as well if needed.

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Thank-you for sharing your experience with us. Our support team had tried to reach out yo you and set up a call. We would be happy to speak with you. Please feel free to call us at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any calls from this company to try to resolve the issue.
  
  
  Business Response /* (4000, 9, 2022/10/05) */
  Our Experience Concierges called ****** on 9/21/22 and left a voicemail. To cancel an order, customers must speak with Kelly ********** A screenshot of the call log and a recording of the voicemail are attached.
  
  We would love to set ****** up with Kelly to address her concerns and resolve her request. Please feel free to call us at XXX-XXX-XXXX to get in contact with Kelly.
  
  
  Consumer Response /* (4200, 11, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke to someone June 24,2022 in regards to canceling my order. I spoke to Nathaisha in about three different emails concerning my frustration with being passed along and not getting anywhere of why my order was not canceled the same day. I have called October 7,2022 and have not received a call from Emily, the account manager, whom the receptionist told me that she would RETURN my call. PLEASE just refund.
  
  
  Business Response /* (4000, 13, 2022/10/21) */
  Thank you so much for reaching out. We are sorry to see that you haven't been contacted as promised. I will be looking into why the original message request failed on our end.
  
  However, I see that Jamie from our team left a voicemail earlier today, and Alex was able to speak with you a few hours later and get you set up with Kelly on our team. Kelly will be able to assist with your order request!
  
  Thank you again, and please enjoy your day.
  
  
  Consumer Response /* (4200, 15, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have a video of Kelly stating that she will contact the financial credit card company to cancel my order and get a full refund.
  
  It is a 10 minute video and cannot upload through this platform. Please advise another way to do so.
  
  
  Business Response /* (4000, 20, 2022/11/11) */
  Thank you for your response. We have attached a screenshot of the last communication from Kelly on 10/25 where she shared that, although she attempted to get the financing company to agree to a cancellation, they did not agree to the request due to the signed order cancellation notice. Please let us know any further questions.
  
  
  Consumer Response /* (4200, 22, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is false. I have spoken to the financing company and they stated that they just needed to get Enchanted Fairies to agree to the cancelation. I have spoken with two ladies from ***** ******** Fianance, (one of which was ******* at ext ***** who both stated that they have noted in my account of the situation. PLEASE stop this absurdity. I have NOTHING from Enchanted fairies, nor do I want any. You have completely shattered my credit and I just want this matter to be resolved. I will take legal action.
  
  
  Business Response /* (4000, 24, 2022/11/21) */
  Thank-you for bringing this to our attention. We have consulted with our internal team and the finance company. We will be reaching out to you shortly with additional information regarding your case.
  
  
  Consumer Response /* (4200, 26, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have yet to hear from anyone attempting to resolve this. I have my lawyer **** ******* ready to take action if this isn't resolved promptly.

• 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.