ComplaintsforLifetouch Inc
Portrait Photographers
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I am complaining about Lifetouch Photography due to its lack in fixing their error in the given time periods after multiple attempts on my and another parents end to resolve the mix up. This is for school pictures. Lifetouch mixed up my child and his classmates picture. Correct name but wrong photo. Picture day was October 18th and it's been almost an entire month with no resolution. **************** has proven they are incapable of fixing this issue. How hard is it to swap the pictures?! If anyone from Lifetouch can fix the error in a timely manner please reach out to me for more details.Business response
11/08/2024
Hello, we made contact with the customer and explained that we are working to get the image/name corrections done ASAP. We provided the customer with a partial refund on her order as well as a 40% off & free shipping for a future purchase.Customer response
11/08/2024
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. All I want is my child's pictures. If Lifetouch is able to deliver on their promise of action then I will have no further complaint. Hoping the resolution happens before 10 days. If no action continues, I will be reaching back out to BBB for further assistance. Thank you!Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******* School Picture Order Order Number: 57?07498845 School: The Nokesville School Picture Day: September 18 2024 - September 19 2024 Picture Day ID: ********* Images expire on Jul 06, 2025 Picture Day ID: ********* Delivering to: School/Organization Processing Family$33.00 1 - 8x10 8 - 1x2 Exchanges 2 - 5x7 1 - 8x10 8 - 1x2 Exchanges 2 - 3x5, 4 - 2x3 ***** Subtotal $33.00 I never received this product. I have tried to contact someone within leadership in this organization and they hide any contact information. Deeply disturbing. I am writing to express my extreme disappointment with this organization. I spent 12 minutes and 29 seconds on call with someone that does not speak clearly enough to understand. I believe the issue is still unresolved and the call should have been 5 minutes, maximum. I explained I had to hop on a meeting as I work too. My pictures are missing and as you can see from the order info provided above, I not only ordered and paid, but the Nokesville school is clearly listed along with the picture day ID, both of which your attendant told me was unknown. I was also told you didn't know who my student was even though my account has the same child listed as it has for years. I have ordered every year with the same credentials. This is unacceptable and the incompetence in how this is managed is disturbing. This organization accepted my payment with ease. According to the attendant I spoke with, they could not find my child. Why didn't they contact me? Instead they chose to keep the money without any attempt to correct their mistake. I will pursue this beyond BBB. This is theft and hiding from consumers is troubling when you work with our children.Please respond with how this is going to be rectified.Business response
11/04/2024
We were able to reach the customer and get an adjustment order in. It will arrive in ***** business days.Customer response
11/09/2024
I am rejecting this response because: the product is not received yet. Once product is received I will reevaluate my response.Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
LifeTouch was the vendor selected to do our school pictures. These pictures were the first for my kids (preschool). After receiving the digital copy of the pictures in my email, the color of my sons shirt was not right. He had a black and forest green plaid on and the digital photo was a two toned shade of brown plaid. I messaged LifeTouch and explained that I would like the picture corrected to the correct color and they escalated it to management and I should hear back in ***** hours. After 48 hours I reached out via telephone and was told they could not do anything about the photo, that the shirt "looked nice just the way it was," and that if desired, I could get these pictures, have my son, 4 years old, return them on picture day and tell the attendant " I need my picture retaken because you didn't do it right the first time and the color of my shirt was wrong." Direct quote from the gentleman on the phone. He said " I can assure you this will not happen on again on retake day." I sat on hold on the phone for another 18 minutes waiting for a supervisor before the line went blank and I couldn't get back through. I have yet to hear anything back.Business response
10/15/2024
We called and let the customer know that the color cannot be corrected and advised to have the student attend retake. She declined and was given a full refund. We also submitted her feedback on certain colors against the green screen.Initial Complaint
10/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My daughter got her picture taken on picture day at ******************* School in ********, **, and I ordered a $30 picture package. When we were told the pictures were available online, it never showed my daughter in 2nd grade - only her 1st grade spring pictures. This particular picture is important to me since my daughter was dressed up for a spirit day at her school that day. I did a chat with a customer service person who told me that she did, in fact, have her picture taken, but the image was never uploaded to their system and they were putting in a ticket/order to have that happen. They stated I would hear from Lifetouch within 48 hours. It was over a week and I did not hear from them, so I called the customer service number. I was told the same thing - my daughter was coming up in 2nd grade and did have her picture taken; however, it was not uploaded. I'm not sure how that happens and out of ALL of the students, hers isn't downloaded. I was told she can do retakes; however, that is not acceptable as I want the original picture that was taken because of what she was wearing. I was told that they were putting in another "ticket" and that I should hear from them soon. I still have not heard anything. I paid for a $30 package with her name and grade on each picture. I just want the original picture she had taken uploaded to my account.Business response
10/22/2024
. After a second attempt was made , I was able to speak with the customer advising of retake information and that our research team was working to local the image. I do also see that ******** has since advised the customer that the image was not able to be salvaged. The customer was provided a refund on the order and retake information, along with three complimentary sheets for the retake date.Initial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
School pictures that were taken of my son are terrible.Business response
10/22/2024
We reached out via phone and email since information was provided by the customer. We did eventually find two orders using the customers email and have refunded the son's order. There is a retake day for the school on 11/21. The customer can return the original package and let him do retakes. We will remake what was returned with the retake image.Initial Complaint
10/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Never recieved sons pictures, continuous call made with no help. Who school has recieved pictures expect for my son. Customer ******************** disconnects when they have no answer, and they never call you back.Business response
10/08/2024
Unfortunately, we are unable to find the image of the student. We have alerted the customer and provided the picture retake date for the school.Initial Complaint
10/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered the value package for my son. Instead, we were sent 4 5x7s (NOT what I ordered). I contacted customer service to send me the correct package but I needed it expedited since we have a family reunion this weekend that I was planning on passing out pictures. They said 2-4 weeks. I asked for it to be expedited but they said no. Asked to speak to a manager and was told someone would contact me within 24 hours- NOPE. No one called. Contacted support via phone last night. They told me my pictures were on their way and gave me a tracking number. When I pulled it up, it was for the order (the wrong one!) that was already delivered. Contacted them again demanding I speak to a manager. Again, I was told someone would contact me within 24 hours. Why is there no manager on site to speak to??? This is a simple customer service request and I feel like these agents have a piece of paper in front of them with very few prompts on what to say. Im just getting the runaround with them and zero resolution! Ive contacted them via chat AND phone and get the same answers. Worst customer service Ive ever encountered! I feel like these guys are a scam! These people are in a foreign call center with zero actual ties to LifeTouch. Who is running the show?!?!?Business response
10/08/2024
This issue was resolved via phone already. A supervisor from my Team has already corrected and expedited the order.Initial Complaint
09/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order school photos for picture day on 9/8/2023. When I picked the pictures up I received no photos just the proofs. The company took the money out of account but I received no pictures. EVTQ93M8N is the school picture IDBusiness response
09/25/2024
We no longer have the images from last school year, we did a full refund. We did verify that this years order was done correctly and will process.Initial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
School Pictures at ***************************** in ***** **. Pictures taken August *******, received them over a month ago. I paid for a $14 simple package and received 8 8x10, 15 5x7, 30 wallet, Fridge Magnets, etc. this is excessive. Hoping I was not secretly billed extra from my credit card. This company should not be in business. They can take the unprofessional photos back.Business response
09/25/2024
We were able to find the issue. This order was switched with another students order. The images are correct but orders switched.Customer response
09/25/2024
I am rejecting this response because: The representative that spoke with me did not say the orders were switched. You can not switch a order that was paid for. I'm requesting a refund my order is not complete missing class picture. This is no fault of mine this is a company issue. Hopefully the school district will not continue to utilize the services.Business response
09/30/2024
The reason extra photos were sent was due to the wrong order being loaded under the students name. Also the class photo ships separately. After retake day.Customer response
10/01/2024
I am rejecting this response because: It is not my fault the company mixed up the orders. On there website it states that the class pictures are included into the package not separate this is false advertisement. The conversation with the Lifetouch representative she asked me did I want a refund? The answer is Yes i want nothing else to do with this company.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 13, 2024, my daughter's school had a picture day for her whole school's 5th grades together into one panoramic picture (Picture Day ID ***********. This was done at her school in *******, ** at ******************* School. We knew we were moving to ******* that summer and that she was probably not going to see her friends or other kids again. It was important to her to get a copy of this picture. I contacted Lifetouch ***************** and they said to mail in a check for $16.01 and my order information to ****************************************. They cashed my check on 6.3.2024 so obviously they rec'd my order. I never rec'd the picture. I have contacted Lifetouch **************** 4 more times since the check was cashed: 7.8.24 (case # ******), 8.13.24 (case # ********), 8.23.24 (case # ********), and 9.18.24 (case # ********). Each time I have called in, they apologized, gave me a "case/request number" and told me I would receive my picture within 2-3 weeks or that someone from the "studio" will contact me via email within 5-10 days. I have not gotten any emails and have not rec'd the picture. I have confirmed with them my address changed from ** to ** every time I have called. If this wasn't for my 11-year-old child, I wouldn't care so much. But this company took my money, and they have had no escalation after 5 attempts on my part to get this resolved. I don't want a refund; I would just really like the picture I purchased.Business response
09/25/2024
We have contacted the lab and requested ground shipping with tracking. We have let the customer know.Customer response
09/30/2024
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.While I accept this resolution, I really would like this company to do better with handling customer issues. It shouldnt have taken 4 months and so many phone calls into the customer service center with no resolution to finally get upper management involved in a customer concern. I truly believe if I hadnt filed this report against them, they would still be giving me the run around.
Thank you for your help in escalating my issue and getting a resolution so quickly.
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Customer Complaints Summary
343 total complaints in the last 3 years.
100 complaints closed in the last 12 months.