ComplaintsforCady

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I signed up for the premiere package for my sons senior photos. The package has an option of go anywhere( with in 45 min) I picked a location 25 min and they said we cant go there. I settled for a second choice. The package for 400 came with hair/makeup since my son didnt need that they told me they would give me a discount. They didnt. Got the pictures back and they were horrible and so much touch up. I asked if they could tone it down. They said yes and would be in touch. After 2 weeks I called as they never did, and went back in for the second time. They still had way too much make up on the photos. The agent even agreed with me. So, then they said they said in a week they would have them ready. I asked to have a zoom call as I did not want to go back in. 2 weeks passed no reply. I called and they said to come back in. I didnt want to, but my Husband and I did. Finally they looked normal. I was told by the manager ******* that if I ordered package 1 for 199 that she would give us the album for all the trouble we had. So we spent an hour picking out the pictures( which they said they already had just needed to pick cover and back) I asked to review the 27 photos and she said oh we dont have them selected. So, we left and was told it would be mailed in a week. Well, a few days later ****** the manager who knew how upset I was made things worse. He said could not find the notes about the album for my troubles. I said well just ask ******* she told me.he said she is no longer working here. He was SO rude and did nothing for me. No album no nothing. He also told me I would get 5 digital photos I got 3. He did nothing about this. Also time to order cap and gown. They did not have the current gown and year for my sons school. I asked if they could re do that. She said I could just take the picture myself at Graduation. They have been so rude, unprofessional, and made a special memory a horrible expirience.

  Business response

  02/23/2024

  Per the request of this client, we have it documented that we are to cease communication with *******************. If you'd like to speak with our team, please respond to our latest email or give us a call at ************. 

  Customer response

  02/23/2024

   
  Complaint: 

  This is is not a resolution. I did ask to not speak to them because they are so disorganized and its quite stressful to speak with them. Its been months of trying to get my product and since I did not I asked for a full refund of ******. I did not get the service I was told, and did not get the album I was told. Which is why I asked BBB to step in as talking with them is unproductive. I did however ask my concerns to be discussed with my Husband and I gave them his number. I spoke to ***** from corporate to discuss with my Husband. He has spoken to him, and they told him we were getting our album. So, they just are not listening and doing all they can to avoid refunding me. So, again I ask for a full refund and I dont want to speak to them that is why I choose this route. ****** is the manager and the problem.
  
  Sincerely,
  
  *********************

  Business response

  03/04/2024

  If you'd like to speak with our team please respond to our latest email or feel free to give us a call. Thank you! 

  Customer response

  03/04/2024

   
  Complaint: 21305444
  
  I am rejecting this response because this is not a resolution. Calling them resolves nothing. I asked for a refund. While their is some progress made from ***** at Corporate saying they did find some of the notes that previous manager offered me with photo album and that they are going to send me the album. However, I dont know if they will actually send since they do not do what they say, plus it should take a week and should be ready since I ordered it a month ago. ****** said might take 3 weeks. What about a refund?

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cady Studios or Cady has switched to using deceptive marketing and unfair business practices to trap customers into paying for products they did not request. Cady mailed me a package that I did not request. On February 10, ****, they sent me an email saying, Your order has been received. Here are the details of your transaction. Only, I never made/asked/requested the order. On February 18, ****, at 12:00 pm I walked into Cady Studios located at **************************************************************************** to return the package. All contents were there, and it was in its original packaging. The front desk agent told me that she could not issue a refund to my account. Why are OCPS schools still in business with a company that has shady business practices? I had another child graduate from high school 2 years ago, and Cady did not mail unsolicited packages to families to trick them. My guess is that so many families were turning down their overpriced packages, that this new deceptive method was the only way to trap families into paying for the packages. I am personally going to share my experience with OCPS. This is unfair and needs to stop. And in reading the other comments on this website, I realize I am not the only one who feels this way. I want my money back, $234.29. I paid the session fees upfront because that is the service that I requested. I did not request to have this portfolio mailed to my house or to have money withdrawn from my account. I tried to return the package in person only 8 days after the money was withdrawn. Totally unfair to families who put their trust in you, CADY.

  Business response

  02/19/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please feel free to give our team a call at ************ and our we will be more than happy to help you start your return.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I was charged ****** for a senior portfolio that I never order, nor requested. I was also never told that I would have to return it, nor am I able to even find the return shipping label. Judging from the other complaints it seems that I am not alone in this issue. I was never told anything about the portfolio in person, nor was I given any sheet, email, or text talking about it. My family are not well off so that is a lot of money to lose for us. These are predatory and unethical practices that prey on naive parents and high school students. I don't want credit or an apology, I want my money back.

  Business response

  02/12/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkin/checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. We'd love assist you in starting your return but we were unable to find anyone in our system with the email address *********************** Please give our team a call at ************ at your earliest convenience. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am highly ticked! When I booked a session and I asked if I was getting digital downloads I was told NO! They then proceeded to sell me a *** drive with all of my digital downloads for ****!!! Come to find out all of the poses are in my digital downloads on my Cady account after all! I am requesting a refund for the purchase of the *** drive as I was given the same thing at no additional cost in my Cady account!!!!! I was blatantly lied to! If I need to hire an attorney that will be the next step!

  Business response

  02/09/2024

  I hope this message finds you well. We sincerely appreciate the opportunity to address your concerns. Your satisfaction is of utmost importance to us, and we want to assure you that we take your feedback seriously.

  
  After carefully reviewing your case, we understand that there were concerns about the release of digital downloads associated with your recent purchase. We apologize for any confusion and inconvenience you *** have experienced.

  
  It's important to note that digital downloads are NOT accessible on your account until a *** is purchased. Only after purchasing the *** will the digital downloads be released to your account, providing an additional option for downloading incase you ever misplace your ***. We regret any misunderstanding that *** have arisen in this process.

  
  We'd like to emphasize that, despite our belief that we fulfilled our services as contracted, we recognize your concerns and have taken additional steps to address them. As a gesture of goodwill, we have already gone above and beyond by providing a $250 discount on your purchase and four complimentary sheets valued at $360.
  We value your business and appreciate the opportunity we had in addressing concerns and if you have any additional questions please feel free to give our team a call or respond to our latest email.
  

  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a digital package ($266 on top of $79 paid for booking the session) for downloads of photos from my daughter's senior year/graduation. When I made the purchase I was told that ALL photos taken that date would be included, that there would just be a "delay" in the release of the cap and gown photos. Lo and behold, 2/7/24 I received an email asking me to pay more for the cap and gown photos at a cost of $79-250 additionally. I feel like this is a bait and switch tactic and that they are falsely representing what is being sold.

  Business response

  02/12/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. Our Customer Experience manager has tried to reach out to you by phone and email. Please feel free to give them a call at your earliest connivance or respond to their email. We hope to hear from you soon so we can better assist. 

  Customer response

  02/12/2024

   
  Complaint: 21264177
  
  I am rejecting this response because: There was one call and email on Friday while I was at work. The case was "closed" before I could answer today (Monday), which I did via email. I would like access to the photos that I was told I would have access to by purchasing the digital download package. 
  
  Sincerely,
  
  *******************************

  Business response

  02/12/2024

  Please respond to the email to open your case back up. You're more than welcome to contact us M-F 9am - 5pm EST, and Saturday 9am-2pm EST at
  ************. 

  Customer response

  02/12/2024

   
  Complaint: 21264177
  
  I am rejecting this response because: I have responded to your email, with no response back. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cady studios offered a prepaid option for digital graduation pictures, I called to make sure that it included all the pictures. I was told that it included all the pictures but that the cap and gown pictures would be released at a later date. Now I received the option to purchase the cap and gown pictures and Im being told that they were not included in the price that I paid. This is a scam.

  Business response

  02/12/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. Our Customer Experience Manager has been in direct contact with you to address your concerns. He offered a $100 credit to your account for any miscommunication or confession that occurred. You declined this offer. We also provided you with transcripts of all our calls. If you'd like to speak with us again, please feel free to give our team a call back or respond to our latest email. Thank you! 

  Customer response

  02/12/2024

  Cady sent me the transcript of the conversation where I was told that the digital cap and gown pictures were included. See attached. Cady is offering me $100, but the digital pictures would cost $250. Based on my conversation with the representative that called me their deceitful tactics are just a way of doing business, and $100 does not make things right. They should give me what they told me I was buying.

  Business response

  02/15/2024

  We're sorry you're still unsatisfied, *********************. With services already rendered, we are unable to process a full refund because you have already received all of your Senior portraits digitally. We offered the $100 credit as our gesture of goodwill and tried to resolve the misunderstanding so you could purchase Cap & Gown products or digitals. Please feel free to reach back out to our management team if you decide to accept the credit. 

  Customer response

  02/15/2024

   
  Complaint: 21261898
  
  I am rejecting this response because: the digital cap and gown pictures cost more than $100. I would accept them sending me the digital pictures as promised before purchasing the pictures.
  
  Sincerely,
  
  *****************************

  Business response

  02/16/2024

  Cap & Gown images are taken at the time of your Senior session but are not included in any senior portrait purchase. We've attached a screenshot from our booking website for when our clients purchase their digitals before their session. Our studio team also goes over this policy at checkin/checkout. As we said, we have already offered the $100 credit as our gesture of goodwill and tried to resolve the misunderstanding. Please feel free to reach back out to our management team if you decide to accept the credit. 

  Customer response

  02/16/2024

   
  Complaint: 21261898
  
  I am rejecting this response because: I paid more then $150. That was not the message that was displayed when I ordered my digital pictures. I called to verify and was given erroneous and misleading information.

  My request is fair, all I am requesting is what I was told that I was purchasing. I spent over 11 minutes on the phone. 

  Sincerely,
  
  *****************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $236.49 from Cady.com for a portfolio that I did not requested. At first I thought it was fraud but when I searched on ****** I ran across this site and saw complaints about the same issue. It is a lie when they say the explain this at the moment we take our children to take the pictures, and it is a lie that they send the return label along with the portfolio for us to return it. We never saw it and it's not in the portfolio. I was never intended to purchase this portfolio because the price is outrageous. I need to receive a return label so I can return the portfolio that has been intact since we received it. I need my money back as I never authorized this charge. Cady please stop charging people's cards without a warning. It is clear you are doing something wrong since we can see it's not only one person complaining. We are a bunch!

  Business response

  02/07/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please log into your account at cady.com/login to access your complimentary shipping label on your "portfolio" tab. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $235.39 dollars for senior pictures that I did not request and/or authorized. Initially, my bank identified this charge as a fraud and declined payment. Today, the bank debited from my account the unauthorized payment creating a negative number on my checking account that will result in penalties with my bank. CADY is unethical and takes advantage of parents and the school system trust when senior parents set up senior pictures with this company. I demand my money back immediately and an explanation letter for my bank to waive the penalties.

  Business response

  02/06/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please log into your account to access your complimentary shipping label. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.

  Customer response

  02/06/2024

   
  Complaint: 21247579
  
  I am rejecting this response because:

  The business model used by this company has hidden implications and not fair to the consumer.

  This company has payment information on file to force unwanted products to the customer.

  It is very inconvenient for the customer to follow terms and conditions in fine print signed a while back and return forced unwanted products.

  Understand that we are parents of senior students who are in the process of college applications, SATs, etc. and dont have time for hidden conditions.

  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  We appreciate your honest feedback regarding our Portfolio Policy. We strive to give our clients clear and precise information about all of our company policies. So we apologize if this wasn't the case with your personal experience. As we have said, we will be more than happy to process a refund once the portfolio is returned. Please give our team a call so we can better assist with your return. Contact us M-F 9am - 5pm EST, and Saturday 9am-2pm EST at
  ************. We hope to hear from you soon! 

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Since this product was forced now I obligated to go through the ***** to find the return label, pack the product, drive to the post office.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I can see I am not alone in my compliant since there are more complaints here than I can even go through, so to say its a racket and a monopoly is an understatement.For the previous 3 years (HS years), I have purchased photos for a student and her family. While I have always thought the prices were way too high, i was able to order not only prints, but digital downloads as well.On Feb 1, **** I went to purchase this years photos -- her senior year --- and, not only were the prices outrageous ($212.33-- $179.99 plus tax and shipping) ($15 or $16 for shipping photos is also outrageous) for one pose 4 sheets -- and that was the cheapest. I was not prepared for it to be that expensive, but it was her senior year and it included the download They were happy to take my money and address, but WOULD NOT take my email address for the download as they had done in the past.When I called customer service they basically said they couldn't help me and hung up on me. The chat did as well. While I was firm in my request, I was not rude or out of line.After talking with the parents, I don't want the photos, download or anything. I want a REFUND. I don't even want an apology since it will be insincere as was one of their email messages to me. I WANT my money back. This is A LOT of money for my budget and the fact the customer service was horrible does not helo.

  Business response

  02/06/2024

  Thanks for reaching out and voicing your concerns. Our management team has been in direct contact with you to better assist. If you have any additional questions please feel free to give us a call or respond to our latest email. Thank you! 

  Customer response

  02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did receive a phone call from them.  And after speaking, they agreed to refund my money, so yes I am satisfied with this resolution.  I thank the BBB, the woman I spoke with, and in this case, the company for doing the right thing.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They just took $235 from my account! I did not order any photos. This business is a major scam! I don't understand why they are charging me. If hundreds if not thousands of people are complaining about this exact practice, then even if you have fulfilled your "legal obligations" by disclosing that this was agreed upon by our signing the terms and conditions from the photo shoot, clearly it's not made explicit. This is called DECEPTIVE marketing. It's no surprise to see tons and tons of online complains about this company. This is manipulate and disingenuous. Schools stop using this company!!!!

  Business response

  02/05/2024

  Thank you for reaching out and voicing your concerns! We apologize you were not satisfied with our services. We strive to exceed each and every one of our client's expectations. So, we value your feedback. We do go over our portfolio policy in detail in our Terms and Conditions, which are attached, that you've signed during the time of booking your session. We also go over our portfolio policy in person during checkout in our studios or at your school. Then when you received your portfolio in the mail, you would have received a sheet of paper that goes over your options to either purchase or how to return it as well. If you'd like to return your portfolio to receive a refund, please log into your account to access your complimentary shipping label. If you need additional assistance please feel free to give our team a call at ************ and our team will be more than happy to help you start your return.

*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. ↩