ComplaintsforEnchanted Fairies Studio LLC

• Initial Complaint

  11/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Package was purchased 11/9/24 by my wife. She reported purchase indicating her understanding she was making an investment with a portion benefiting charity. Upon review of the website, they make false claims of an "investment" in what is basically a "commissioned piece of art." ********* to ******************-legal information institute, "An investment is the purchase of a financial instrument (such as stocks, bonds and bank products) or an asset with the purpose of producing income for the purchaser through profit or generating more business in the future." This is deceptive as commissioned personalized art of family has no expectation of generating income or profit, what evidence of a secondary market for these items is there? Upon review of her report of benefiting charity, the website and hardcopy promotional materials suggest purchases led to a charitable contribution. This is also deceptive and misleading as according to the website only specific situational purchases lead to a direct charitable contribution. Both of these misleading claims are deceptive. After explaining this information to my wife, the purchaser, she wants to cancel the order. We were told there is an "all sales final" policy, which my wife confirmed she was told this on the sales call, however she feels mislead by the investment and charitable support claims.

  Business response

  11/14/2024

  ****,Thank you for sharing your concerns. We are a Fine Art *********** studio, and we specialize in creating high-quality enchanted portraits. This entails that your designated artist meticulously works on each image you select for your collection. They infuse the magic and artistry that is consistently depicted throughout all our images, ensuring they align with the gallery images showcased on our website.
  
  Due to the personalization of our portraits, we ask that all decision-makers be on the call because this is an investment for you and your family.We understand our prices are higher due to the quality of the items we provide, which is why we offer one complimentary 8x10 Gift Print per year, per family, per household to each session that visits with no obligation to purchase any additional images.
  
  From the session fees collected, we have donated over $2,000,000 in donations to like-minded organizations that help enrich the lives of young children across the globe. For 2024, we are donating to ******************************************* Base Camp, and *****************************
  
  To address some of your concerns, please be advised that once an order is placed, all sales are considered final. Upon placing an order, your designated artist is immediately commissioned to begin work on the poses selected during your Zoom call. This helps ensure we keep to the 6-8 week turnaround time that is promised to our guests. We strive for transparency, which is why the policy is shown verbally and visually, as well as sent for review and signature.
  
  With that being said, we do not have an order or account under your name, so we are unable to discuss an order with you in detail. However, if the order was placed under your wifes name, as stated in your response, it would be necessary for her to contact us directly to discuss any potential modifications to her order.

  Customer response

  11/14/2024

  I have reviewed the business response and understand the person who directly interacted with the business is required to file complaint. Will have the customer file new complaint.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The photos were taken on August 9, 2024. First off the studio was hot, inside of a house not professionalthe photographer was in a rush and didnt have patience for 3 kids. So the photos were rushed. I had already paid the 49 plus a 150 for a canvas. During the call which was reached multiple times the lady was very nice and explained everything. I told her I did want to make sure the wings were added but to also make sure that my daughters bangs were taken from out of her eyes. And to put the kids in a certain order. The book arrived one picture they have produced my daughter a mullet and in the other her bangs are in her eyes. The book is not in order. It is poor quality for the cost and the photos on the front of the book are poor quality and look pixelated. For the price I paid I would expect better quality, better personality from the photographer which I also expressed in my zoom meeting so I gladly you to go back and review that. I either want this refunded or replaced. You also changed my sons pants from ***** to red which clashes with the girls. My young child could have done a better editing job than this.

  Business response

  10/26/2024

  I'm truly sorry to hear about your experience and appreciate you bringing these concerns to our attention. We strive to create magical moments for families, and it's clear we fell short during your session.
  
  Regarding the conditions in the studio, I apologize if it felt uncomfortable, as we aim to maintain a welcoming environment. Your feedback about the photographer's pacing and approach is important, and I will share it with our team to ensure we improve.
  
  I'm also concerned about the specific issues with your photo book, including the order of the images and the quality of the prints. Its unacceptable that your daughter's hair was not edited as requested and that the photos did not meet your expectations. I understand how disappointing this must be.
  
  I know that you are currently working with our Experience Concierge Team and dedicated Artist to ensure the corrections are made.

  
  Thank you for giving us the opportunity to resolve this. Your satisfaction is very important to us, and we hope to make this right for you.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have never received the photos from the photo session. I have called the company several times to inquire about the status. I always received a response that they will follow up and they can see the notes that the photos are being looked into but no one is within the company is following up. The agent always replied with they are looking into the matter and will have an answer soon. I have yet to receive an updated status and the photos.

  Business response

  09/28/2024

  Thank you for bringing this to our attention, and we sincerely apologize for any delays. Were happy to inform you that your package was sent on September 19th and delivered on September 20th. We hope you are pleased with the final results, and if you have any further questions or need additional assistance, please dont hesitate to reach out. We are here to help! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RUN!!!!!I won a raffle to get a free photoshoot and item worth $400. I took my step daughter along with my husband approximately 2 hours away so she can take pictures. The photographer is absolutely amazing and had the whole family laughing the entire time...The nightmare occured during the zoom meeting. Their "pacakages" prices are absolutely insane and obviously we didn't have 4 grand to spend on pictures. After being told the affirm prices, we agreed after being heavily stared at throught the call and was tricked into applying for a loan through another company before they gave us the actual affirm link. That's red flag #1. I should've ended the call right there but alas, I wasnt thinking about it enough. I tried to cancel via email since it hasn't been over 24 hrs since the price/month is absolutely unachievable. Keep in mind, the consultant never mentioned that they don't accept cancelations.. which is absolutely preposterous. You would think that would be the first thing you are told. After reading some of the complaints on here, I see that there was a "contract" that had to be signed which appearently stated the cancelation policy. I never got to read nor see one as the consultant sent over a signature screen stating it's confirming my address. When trying to cancel; I recieved an automatic message stating to set up a zoom date to address these issues. However, the next available day won't be until weeks from now and I want it canceled before processing begins. After requesting everything be done by email (papertrail), I then received another email stating delivery won't go out until I pay off the ENTIRE affirm loan... a year from now. This is by far the worst customer service I've ever experienced. I'm no longer interested in this company and definitely the order. I am trying everything to cancel but to no avail at the moment.

  Business response

  09/07/2024

  Dear *******,
  
  Thank you for your feedback. Wed like to address your concerns and clarify the process.
  
  During your Zoom call with your Portrait Consultant, they answered all questions regarding your order and confirmed your decision to proceed, including financing through Affirm. The payment was processed during the call, and no information was hidden or misrepresented.
  
  As per our policy, which was signed, cancellations or refunds are not permitted. Your order has already been sent to our *************** where an artist has been assigned. Our standard turnaround time is 6-8 weeks.
  
  To discuss any adjustments to your order, a Zoom meeting with Client Relations is required. If you would like to schedule, please respond to the recent email we sent.
  
  Best regards,
  Enchanted Fairies

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Id been seeing these magical photos advertised all over ******** and signed up for their chance to "win" a photo shoot for my daughters. They texted and emailed withing days and I had to pay a booking fee that was said to be refunded after the shoot (never was). The shoot itself went great, besides having to drive over an hour and the studio had no ac. No prices are discussed which I found odd and unprofessional. The zoom meeting to be shown pictures was a month out so I assumed it was due to the editing process but I was wrong. They were just the raw photos. The salesman was very pushy and rushed me to make a decision, stating he was late for the next zoom meeting and that if I didn't decide then, I would loose the pictures. He convinced me to go with one of the "cheaper" packages yet still never added the free print that was promised when I booked the shoot. Once I received the email with the first edited proofs, I was beyond disappointed! They aren't the custom art pieces that I was told they would be. The "magic" is the same stamps just reversed for each picture. The filter put on my eldest makes it look like she has a rash on her face.I expressed my disappointment, and they told me I had to schedule another zoom call to discuss options that was weeks out. After finding a whole group dedicated to this company scamming people, I realized they are never going to provide the quality product they advertised(what I paid for) so I told them to cancel my order entirely and they sent me a disclosure they are claiming I signed yet I wasn't shown at the time of the zoom call. Regardless, that disclosure means nothing when they aren't providing the merchandise being advertised. I have disputed the charge with my creditor and they are investigating.

  Business response

  09/07/2024

  Hi ******,
  
  Thank you for sharing your feedback. We understand that your experience has not met your expectations. Recently, your order was reviewed by our team. We want to clarify that during your Zoom call, all pricing, policies, and details regarding your order were clearly communicated. The decision to proceed with the package was made after reviewing these aspects.
  
  We also want to acknowledge that while youve expressed disappointment with the images, our team has been committed to working with you to address any concerns with your order. Although we are unable to provide a copy of the Zoom call due to it being for internal use, we have thoroughly reviewed it to ensure all procedures were followed.
  
  While we understand your desire to cancel, as per our policies, all sales are final. However, **** reviewed your order for other options, which we can discuss after the dispute with your creditor is resolved.
  
  Thank you,
  
  Enchanted Fairies

  Customer response

  09/07/2024

  I am rejecting this response because:   On the zoom call that they keep referring to yet won't produce a copy of, would show how pushy the sales man was and that the quality I was promised, can't be produced. It would also show him adding "free" additional items to the package that in turn is another excuse they used as to not canceling the order. I am not the only one as shown by the MANY complaints this company has against them, that they are selling fake promises. The product isn't what was agreed upon, thus has nothing to do with their hidden small print disclaimers. These poorly/sloppy edited pictures are not the works of art I was told I would be getting. I want the entire order canceled. 

  Business response

  09/14/2024

  Hi ******,
  
  Thank you for your continued feedback. We understand your frustration and want to reiterate that during the Zoom call, all aspects of the package, including pricing, policies, and the nature of the product, were thoroughly reviewed and agreed upon. While we cannot provide the recording for privacy reasons, we have fully reviewed it internally, and our team followed all procedures correctly, including the addition of any complimentary items at the time of the order.
  
  We regret that you are not satisfied with the final images, and our team has always been willing to discuss and work through your concerns.
  
  As mentioned previously, all sales are final, in line with the policies shared during your Zoom consultation and agreed upon at the time of purchase. However, as mentioned before, we are happy to discuss further options after the resolution of the dispute with your creditor.
  
  Thank you for your understanding.
  
  Sincerely,
  Enchanted Fairies

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place is definitely not worth your time and I would give zero stars if I could. The experience itself wasnt what was expected at all. It felt very rushed. My daughter, especially nonetheless loved doing her photos. But after asking many times for pricing and receiving them, I was forced to wait for the zoom call that was scheduled two weeks after the photo shoot. These people give you no idea of pricing or cost or what to expect. Upon having a quick slideshow of all the photos that were taken, I was given package options which ranged from $3000-$15,000. I was told that for any oil paintings there is a three-year waiting Period, Which they dont tell you before your photos if you were interested in getting an oil painting. So Iwhich they dont tell you before your photos if you were interested in getting an oil painting. So I simply just asked if I could buy the digital photos themselves. No editing just the photos that were shot by the ********* which I was told I could, but every four photos would be $1000 . that is absolutely insane for an edited original digital photos.All these people are going to do is railroad you. I highly suggest finding a normal Photographer, that isnt money hungry.I sent them feedback via email and the only thing I got back was that they do have a pricing guide on their website. Which prior to the photo shoot I search that website high and low with no pricing available anywhere, so thats interesting to see now.

  Customer response

  08/07/2024

  I have attached comments made to me by others who have had experiences with this company.

  i have many more previous customers I have created a group for that have been wronged by this company & or mislead & taken advantage of. 

  Customer response

  08/07/2024

  I have attached comments made to me by others who have had experiences with this company.

  i have many more previous customers I have created a group for that have been wronged by this company & or mislead & taken advantage of. 

  Business response

  08/21/2024

  Thank you for sharing your feedback, *****.
  
  We're sorry to hear that your experience didn't meet your expectations. Our a la carte pricing has always been available on our website here: ********************************************************************************************************** also includes information about our digital photos and oil paintings. The oil paintings are currently scheduled for return by March 2025. We apologize if you missed this information before your session.
  
  We understand that our pricing may seem high, but we'd rather apologize for the price today than for the lack of quality. We do offer different packages if you choose to purchase further. Please note we give one complimentary 8x10 wall portrait on our exclusive archival material per family for attending a sessions with us. This gift 8x10 is designed to last you over 100 years and there is always no obligation to purchase anything further.
  
  Thank you again for your feedback. If you have any further questions or need assistance, please don't hesitate to reach out.

  Customer response

  08/22/2024

  I am rejecting this response because:   This is not a proper response or solution. Nowhere in any of the links given to me was pricing information, I looked high & low trust me. In order to view any type of pricing which states customers invest $1k-$10k is NOT pricing information. People are being blind sighted & you guys dont even offer a reasonable amount for the raw unedited digital images that all you have to do it email over. I would totally pay a reasonable price for the raw unedited images but $1,000 for 4 is just not any where near realistic. 
  

  Business response

  08/31/2024

  Thank you for your continued feedback.
  
  I wanted to clarify once again that our a la carte pricing is available on our website under the "Pricing & Investment" section.
  
  As a fine arts company, we are dedicated to ensuring that every image we provide meets the highest standards of quality. Therefore, we do not offer unedited images. We believe it's important to maintain the integrity of our work, and we'd rather apologize now for the pricing than compromise on the quality our Guests deserve.
  
  Thank you.

  Customer response

  09/01/2024

  I am rejecting this response because:   
  

  I would like to clarify once again that no ** ******** pricing is found in any of the links given that should lead directly to your website.

  stating that you do not offer to sell unedited images is absolutely false seeing to as on my zoom call the lady tried to get me to pay $1,000 for 4 unedited images. 
  please make it make sense. 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/25/24 I won a raffle for a gift by the company Enchanted Fairies on social media stating that I won a package for a free photo session and free 8x10 print. Other photos in packages could be chosen and purchased during a zoom call. On 7/25/24 I scheduled an appointment for the gifted photoshoot. There was a deposit of $49.00 that would be completely refunded once you made it to the appointment. 1st: the appointment was double booked and I called to say that I was scheduled twice and was charged $49 twice. I called ***************** at 11:08amCST on 7/25/24 and the woman stated that the extra appt at 9:00am on 8/1/24 was cancelled cost would be refunded (it is 8/3 and still not refunded).I emailed to request the refund of both $49.00 payments because we did go to the 8/1/24 appointment as scheduled. I did not receive an email back or a refund yet. 2nd: at the appointment login desk, I had to sign in on an iPad. In retrospect they do not need my childrens name and birth date. I was excited to be there and was filling out the form and did not realize until we got home that they requested a birth date. I emailed to request that their names and birth dates be deleted from all of their company records and stated that I rescind permission for them to have my children's names and birth dates.I seek to have my two $49.00 deposits refunded (one should have been refunded immediately when it was a duplicate appointment). I also seek to have my son and daughters name and birth date removed from all of enchanted fairies company records. After reading customer reviews, I am feeling nervous about falling for a scam and am concerned for the safety and protection of my children.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 13th,I have not be able to reach you guys and I felt really pressured to get these expensive photos because **** said it was the only day to ever pick them. No matter how little of items I tried to get everything kept end up being around 2k-3k. Want to get the book alone is 3k, wanting to get just digital was around the same, I never got any options in the $100 despite me not getting approved for other finance(obviously cant afford much). Ive paid $741 in house so far and I just would like to get something for that and cancel the rest of the order. The pictures dont get edited until paid for and I havent fully paid. So there is no loss on you guys end. I cant afford this package any more and I didnt receive a product to regret, refund or return. Would need a product or service for it to be considered a refund.So please assist me with what I can get for my amount and cancel the rest. You can pick any photos I liked. Thank you!!

  Business response

  08/17/2024

  Dear **********,
  
  Thank you for bringing your concerns to our attention.
  
  We want to assure you that we never intend for any of our clients to feel pressured during their experience with us.
  
  We are more than willing to investigate this matter. Please contact our Experience Concierge team at ******************************************************** so we can connect you with our Client Relations department.
  
  We value your business and look forward to assisting you.
  
  Sincerely,
  Enchanted Fairies

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The beginning of the experience was great. Its after during the sales pitch that was horrible. The sales consultant was bullying me and my fianc into making a purchase after we said multiple times that it was outside of our budget and basically said if we didnt buy any pictures now, we wouldnt be able to at a later date when we could afford it. I said at least 7 times that the prices were too expensive and the consultant really made us feel like we had to purchase something or we would get no pictures of our daughters. We feel we are being overcharged from what was originally said at the start of this process. I was supposed to have won a free photoshoot and photograph and ended up having to pay in order to get any photos. I just want to cancel the order after being grossly misled from the start.

  Business response

  07/27/2024

  Hello Cheyenne,
  
  Thank you for your message and for choosing to participate in a photo session at our *******, ** location. Were thrilled to hear that you had a great experience!
  
  Please be assured that all our Zoom Photo Premieres are recorded, and well be reviewing the call to identify any areas for improvement.
  
  To address your concerns and provide further assistance, youll be meeting with our Client Relations Team on August 1st. We look forward to discussing everything with you then.
  
  Thank you again for your feedback and for giving us the opportunity to assist you.
  
  Best regards,
  Enchanted Fairies

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for some pictures for my daughters and was told that I will get two pictures within 6-8 weeks mid October. I have not received my pictures until AFTER CHRISTMAS of 2023. If it wasnt for me reaching out to them about my pictures I probably wouldve never received them. Those pictures were supposed to be sent to their sick dad for Christmas Im extremely upset and disappointed because you all charge thousands of dollars and dont do what youve promised. I reached out to complaint and asked for my money back and I didnt even receive a response! They ruined my daughters Christmas! They missed led me and dont want to refund my money back!

  Business response

  07/20/2024

  Dear ********,
  
  Thank you for your message. We understand how important these pictures are to you and your family. We received your original message on 12/22/23, letting us know you had not received the portraits from your order that were paid in full.
  
  At that time, Enchanted Fairies discovered the error and corrected it promptly by placing the paid-in-full portion of the order on a "911" status to ensure the speediest delivery.
  
  On 12/27/23, an email confirmation of your portraits being shipped was sent to you. On 1/2/24, the link for the high-resolution digital images was sent via email.
  
  Understanding your frustration, we offered to meet and discuss the order and further attempt to remedy the situation in the best way possible. While we attempted to meet with you in December of 2023, it appears that you are now scheduled for this upcoming Wednesday, July 24th, at 2:30 PM Central Time to meet with our Client Relations team to discuss your order.
  
  We look forward to speaking with you soon.
  
  Best regards,
  Enchanted Fairies

  Customer response

  07/24/2024

  I am rejecting this response because:   I just ended the zoom call with client relations after they chased me down to set up an appointment with them just to tell me in my face that they are not interested in giving me a refund. Please do not do business with these people. They failed on a promise they made to me as a customer and did not want to do anything to fix it. 

  Business response

  07/30/2024

  Hello ********,
  
  Thank you for taking the time to meet with Client Relations. We understand your disappointment regarding the timing of your portrait delivery, which arrived a few days after Christmas on 12/29/2023. Additionally, we sent the link to the High Resolution Digitals on 1/2/2024, which fulfilled the portion of the order that was fully paid.
  
  Regarding the remaining balance on the Enchanted Fairies Payment Plan, we noted that only one payment of $218 was applied on 11/30/2023, leaving an outstanding balance of $2,387.00.
  
  To address this, Client Relations has offered to provide an additional 8x10 print along with a web-optimized version of that pose for the $218 already paid. This offer would close out the order with a $0 balance due.
  
  Best Regards,
  
  Enchanted Fairies

*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. ↩