ComplaintsforLifetouch Inc

Portrait Photographers

HeadquartersMulti Location Business

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Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
I ordered my daughters class photo last November 7, 2023 from the picture day they had at ********************************** on November 8, 2023 and here it is 9 16, 2024 and I don't have the class photo or the refund i was supposed to get when i spoke to a supervisor in the summer. I have sent numerous emails with no resolution or no photo and I just want my money back I have been told by too many people i would be getting the photo and a refund but have not received either. Im to the point where if i have to take a ride to the headquarters for it i sure will, and because of this situation i will never buy another school portrait especially if LIFETOUCH IS THE SERVICER!. The service has been terrible and they have confirmed that they know which photo it is but yet i still dont have it. My order number was **********. I reached out to someone originally on 4/8/2024 and then had to call back on 4/23/2024 due to not getting the photo, called on 7/8/2024 for same issue, 8/16/202 for same issue and no refund when looking at my bank statement, and my last email was on 9/11/2023 for same issue and nobody has responded to me and this is why this complaint is being filed. If i could email the CEO i would over my $14.20 and the photo I should have received. I wanted my daughter to have a keep sake leaving PreK but oh well. Aisvariyaa the agent who emailed me back on 8/16/2024 told me a refund was processed on 4/23/2024 with transaction#g0tyk5z but there is not refund from lifetouch on my statement at all so that is a bunch of bull
Business response
09/19/2024
We were able to associate the image with the correct class and get the order in. I have let the customer know.
Initial Complaint
09/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Good Morning, I have been trying to reach out multiple times throughout the few months to get in touch to see where our photo is. We paid for a 5th Grade panoramic group picture back in 03/2024. We have not gotten anything from Lifetouch. I've called numerous times and everyone tells me the same thing, please wait 7-10 business days for an email confirmation or they will be in touch with me. I have gotten no email or any sort of communication. I reached out 07/17/2024, got reference # ******, nothing, no response or updates, called again 08/06/2024 was told it was shipped out 07/30/2024 and that it will take 2-3 weeks, nothing, we have not gotten anything, called again on 09/03/2024 Reference # ******, they said they cannot find the request anywhere, what is going on? Called again 09/10/2024, said the same thing, 7-10 business days, except this time I have no reference #. All I want is my child's 5th ********************* Picture that we've paid for.. It is a once in a life time picture. I shouldn't have to call numerous times just for a follow up. All I want is the picture that we've paid for. Picture Day: 5th Grade Pano- 03/22/2024 ******************************************** School ******************************* Picture Day ID# ********** Student Name: ******************* Teacher Name: *************************** Please, provide me an update on what is going on. Thank You!
Business response
09/12/2024
We were able to reach the customer and get the needed information. We have processed a reprint request for the panoramic photo. We will follow this order thru and update the customer upon shipping.
Customer response
09/19/2024
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.
Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Our freshman football team has not been able to access their proofs online via the portrait ID number we were given. I have called 3 times and 1 online chat over 2 weeks with no resolve. I am told every time that the pictures with be uploaded in a few days to a week and we have been waiting over a month. My 26 minute phone call yesterday was a waste of time. I was told that each of the 34 players parents would need to call due to privacy issues. We were all given the same code and I am the representative who is in charge of overseeing the team and everything that goes with it. All I wanted was the individual and team pictures uploaded with me given access to my sons. They then asked me for a description of my son and that they will email me in 7-10 days if they find his pic. Why wasnt I asked about this on the first phone call???? I have 34 players, trainers, coaches and at least 50 parents that are upset and frustrated and Im catching the brunt of it. One parent has paid for pictures without seeing the proof and has not received the pictures. We just want access to pictures.
Business response
09/16/2024
The images were located and the proofs are due to arrive at the school today. We did let the customer know and also gave online access to the images.
Customer response
09/16/2024
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.
***** with LifeTouch called me today and the photos did arrive at noon. Very happy to have this resolved. Also, ***** was extremely nice and professional unlike the other representatives I spoke with. Thank you!
Initial Complaint
08/30/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered 1st graders photos for school in April, never received. *** reached out prior and was told the pictures were not uploaded yet, this is now the end of August. The order number no longer works nor the picture id. This company gives you the run around, takes your money and then never sends the products. This was my sons first year in school and now I have no school photos to hang in my home. Ultimate$26.00 Customizable Digital Image 1 - 8x10 1 - 8x10 2 - 5x7 2 - 3x5, 4 - 2x3 8 - 1x2 Exchanges 8 - 1x2 Exchanges Name & Grade On All Portraits$12.00 ORDER TOTAL:$38.00
Business response
09/09/2024
We made two attempts last week, and once again today, unsuccessfully to reach this customer. We did leave voicemails. We also sent emails. We are closing this out. However, if the customer reaches out we will assist.
Initial Complaint
08/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On 07/30/24 my child had yearbook photos taken, I paid for additional poses, I received a link to pictures not of my child. Contacted the business via email and phone with no response. I do not have access to her poses.
Business response
08/27/2024
We have tried several times the last week to reach the customer by phone and are sent to voicemail. We did send emails requesting information needed to start a privacy case. We did a get a response, however it did not contain the requested information. We will assist the customer if she reaches back out.
Initial Complaint
08/12/2024
Complaint Type:
Product Issues
Status:
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.
Paid for two 8x10 college commencement pictures of our granddaughter, but never received them.Credit card was charged the same day as the order. (7/10/24)We have been in contact with Lifetouch and no results.
Business response
08/16/2024
Hello, this is resolved. We've submitted a request to have the customer's order reshipped to them and they understand they will receive it within 7-14 business days.
Customer response
08/16/2024
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.
LifeTouch has responded and says our pictures will be sent to us.
Business response
09/16/2024
The order was for digital images only. We did let the customer know that and sent a copy of the order.
Initial Complaint
08/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company refused to give us a refund for not providing services. The pictures we paid for were not registered and they call us to tell us they were too book to get my daughter back in and we would have to wait till oct. I do not want to go with this company and they refused to give us a refund. I paid for my daughters hair to be done for this as well. It also took them 2 and half hours to complete an appointment that no pictures were taken at. I spoke to a manager and all he wanted to was provide me a credit on prints. No pictures were taken so how would I use a credit. This company failed to make there mistake right
Business response
08/14/2024
We have taken the customers feedback and sent it to the correct department. We also explained that we can and will refund the Sit Session Fee once the whole job is loaded.
Customer response
08/18/2024
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.
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My daughter graduated on May 31, 2024. A photographer was there taking pictures before the ceremony and during the ceremony. They captured the picture of each student receiving their diplomas. We were told 2-3 weeks we would receive proofs. A month later, no proofs just a code to prepay for pictures that we had not received. I began chatting with the company and was told several times that the pictures would be uploaded within 48 hours. Still no pictures. Today I spoke with someone and was told to wait yet another 2 weeks for proofs. Her class only had 25 students. I don't have a picture of her getting her diploma because we, as parents, were assured that the photographer would capture it and we would get the photo. I have been given the run around by this company for over a month. Apparently the photos have been lost and nobody wants to admit to it. I AM FURIOUS!!! Should not have to wait this long for an ****** priced photo!!
Business response
07/31/2024
We were able to get the images loaded and have given a 25% discount.
Customer response
07/31/2024
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.
Was notified by someone in their office who was able to get the lab to respond, get images uploaded, and sent out to parents. Thank you
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
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.
Lifetouch collected $11.00 for the ***** yearbook. This purchase was for our daughter's last year of elementary school but it did not arrive. My child is one of a dozen students whose order was not filled. Although I received an order confirmation on April 24, 2024, Lifetouch has no procedure in place to resolve an issue such as this. They are also not willing to refund my money without authorization from the schools yearbook advisor.
Business response
06/06/2024
Hello, this is resolved. The customer spoke with a supervisor yesterday and we submitted a request to have the customer's yearbook shipped directly to her. However, I called the customer to make sure she didn't need further assistance. She didn't answer, so I left a voicemail explaining she will receive her yearbook at her shipping address within 6-8 weeks and I also sent her an email advising of this as well as asking her to respond if she needs further assistance.
Initial Complaint
05/26/2024
Complaint Type:
Product Issues
Status:
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.
I had an awful experience at the JCPenney portrait. I don't like any of the headshot photos (cause they are extremely bad and distorted). I mentioned repeatedly that I didn't want any of the photos. But I was told that I have to make at least one selection. So I ended up getting one photo and got charged for more than $80. I don't want any of them and will never use any of them. Why must I select a photo if I don't like them? The order number is #****jya9.
Business response
06/04/2024
We contacted the customer and issued a refund for the order. The customer did pay the session fee though.

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