Report: #578328

Complaint Review: Cady&Cady Studios - Jacksonville Florida

  • Submitted:
  • Updated:
  • Reported By: Andre — Palm Coast Florida United States of America
  • Cady&Cady Studios 1015 Kings Avenue Jacksonville, Florida United States of America
  • Phone: 904-880-7455
  • Web:
  • Category:

Cady&Cady Studios Parents of Seniors Beware!!! Jacksonville, Florida

*UPDATE Employee: Portfolio Procedures

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On February 25, I contacted by phone Cady& Cady Studios customer service and spoke to Michael. I informed him that I have been unemployed since February of 2009 and that I could not afford to pay for the senior portraits and would like to send them back. He in-turn replied that the pictures had to be sent back within a 15 day period as explained within the brochure that was sent with the pictures and since the deadline had already passed they would not allow me to return them now and receive credit. I explained to him that there was a mix-up when they sent us the wrong pictures the first time and we sent them back and since we had already sent pictures back once; my son and I were confused about the second set of pictures being returned. (My son thought I had already returned the second set of pictures and I thought my son had returned them).

My main complaint is this; I never sought out the services of Cady&Cady Studios. I was required by Cady&Cady Studios to submit my financial information in order to secure a sitting fee for my sons senior portraits for the high school year book. I never asked them to send me a portfolio and never intended to buy any pictures from them as I was unemployed and financially unable to do so. It was my understanding that this was a requirement if my son wanted his senior portrait in the yearbook. (This, except for the sitting fee, is supposed to be free) I did not pay any attention to the brochure enclosed with the pictures that were sent because first of all the first set of pictures were not pictures of my son and secondly because I did not plan on buying any.

 Finally, I expressed my displeasure on the phone to Michael that a pre deadline notice was not sent out prior to billing my account and giving me forewarning that they had not received the pictures and that a billing was going to take place. This would have allowed me time to rectify the situation prior to any billing. Instead they sent my son an email on Feb 18, 2010 stating that the deadline had already passed. My son in-turn replied to that email, on the same day, asking that they extend the deadline due to the pictures that were sent the first time being the wrong ones and it caused confusion and delay in sending back the second set. Cady&Cady Studios did not reply back to my sons email and in turn billed my account on February 24, 2010.

A report was sent to the Better Business Bureau and a smoke screen reply was sent back by the company who failed to acknowledge they sent us the wrong set of pictures to begin with ( which caused the confusion) They also failed to mention they refused me returning back the portfolio once the mistake was noticed and finally they failed to mention that the release form is signed by students not parents because if they do not sign they cannot get their senior portraits for school yearbook.And they do not pre-notify the parent that the deadline is near prior to billing. There are no precautionary measures because they hope you forget or in our case...get confused .

This report was posted on Ripoff Report on 03/04/2010 07:23 PM and is a permanent record located here: https://www.ripoffreport.com/reports/cadycady-studios/jacksonville-florida-32077/cadycady-studios-parents-of-seniors-beware-jacksonville-florida-578328. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee

Portfolio Procedures

AUTHOR: Customer Service @ Cady & Cady Stud - (United States of America)

POSTED: Monday, March 08, 2010
Below is a list of several documents that our customers are exposed to throughout their Cady & Cady experience.  Please note that all of these forms include information about the portfolio and the charge for them.
1.  Online Terms - when scheduling a session, this is a screen that appears and the customer must select "I agree" to move on.  The section about portfolios details the procedure (i.e. "I elect Cady & Cady Studios to send to my home a portfolio of my senior portraits."  "If I decide NOT TO return the portfolio, I will be liable for the full retail price of $179.00 for the portfolio plus sales tax.  I agree to allow Cady & Cady Studios to charge the credit card on file that was used for my senior portraits session fee to pay for this portfolio, if I do not return the portfolio...")
2.  Model Release - signed by all customers on the day the student is photographed.  Again including the language above about "If I decide not to return the portfolio..."
3.  Email - An email was sent to all customers who had not yet returned or purchased the portfolio.  The email states that our records show your portfolio has not yet been returned and you have two options.  Return the portfolio before February 15, 2010, or be automatically charged the full amount.
4.  Letter - A letter was mailed to the address on file for all customers who had not yet returned or purchased the portfolio.  The letter had the same information as the email, but was intended to make sure that either by email or mail, or both, all customers were notified of the upcoming charges (unless the portfolio was returned).
5. Most importantly, there is a notice included with ALL portfolios mailed out and details all options, including the option of not returning your portfolio and being automatically charged for it.
I would have attached examples of all of these notices, but don't see an option for attachments. 
The portfolio policy is that they are due back 15 days after they are received if you do not intend to purchase it.  Portfolios were mailed out in November and December 2009 and cards were not charged until February 22, 2010, well past the 15 day deadline as a courtesy to our customers.  The email and letter via mail were sent out to give all customers two more chances to respond or return the portfolios before cards were charged.  We apologize that this customer received the wrong images the first time and were quick to fix this problem by mailing the correct images and portfolio on December 8, 2009.  Between December 2009 and February 2010, both a letter and an email were sent to this customer, giving them a chance to return the portfolio.  Then on February 22, 2010, the card on file was charged. 
We maintain an "A" rating with the local BBB which is a testament to our business practices.  Thank you for the opportunity to reply.
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