Complaints

This profile includes complaints for Lifetouch Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lifetouch Inc

  11000 Viking Dr Ste 400 Eden Prairie, MN 55344-7242

• 

  Lifetouch Prestige Portraits

  364 South Main Street Phillipsburg, NJ 08865

• 

  Lifetouch

  2500 Dekalb Pike Suite 102 Norristown, PA 19401

• 

  Olan Mills Inc.

  2160 Lincoln Hwy E Ste 10 Lancaster, PA 17602-1150

• 

  Lifetouch, Inc.

  1485 Polaris Pkwy Columbus, OH 43240-2041

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was scheduled to take make-up Senior yearbook pictures on 1/26/25. Unfortunately, our area was a part of the ***** fire in **********. The students did not go back to school until 1/31, and myself as well of hundreds of other students are still displaced. The school wasnt able to give me any information regarding the make-up pictures. I contacted Lifetouch on 3 occasions and got 3 different answers. 1) He can take pictures on his own and will be included in yearbook. 2) Take them on his own and not be included in yearbook. 3) Retake them in December ??My son is devastated to say the least, especially with everything else theyre dealing with. I dont know if anyone else complained or even cares for that matter. But being in the yearbook is something that hes been looking forward to since he was a freshman. If there is any way to make this happen, this will be our bright spot of the year. Ive tried calling but been transferred around and cant deal with that anymore. I know there are deadlines, but honestly I thought more of an effort would have been made to accommodate these children. Any assistance that you can provide will be appreciated. Thank you My son attends *********************************************************** School in ********, Ca P.S. my son missed his original picture day because he was waiting to get his braces off ??

  Business Response

  Date: 03/26/2025

  We were able to reach the studio and they will be contacting the customer about a new session. The ********************** uses Jostens for their yearbook so we would not be able to assist with that issue.

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration and disappointment with Lifetouch regarding the unfulfilled order for my daughters school photos taken on January 16, 2025.According to Lifetouchs stated timeline, photos should be delivered within three weeks. After that period passed, I contacted customer service via chat and was told that sometimes it takes four weeks and to check back. After the fourth week, I reached out again, only to be told that the photos had not yet been uploaded and to wait and see.When I followed up once more, I attempted to input my order number, only to receive an error message stating that the order could not be found. On that same day, I contacted Lifetouch via chat and was told that my case would be escalated to the photographer. However, I was then informed that I needed to describe my daughters appearance and outfit so they could locate her photo and process a reorder, which would take an additional three to four weeks.This process has been extremely frustrating and unprofessional. Not only have I been given conflicting information at every step, but the suggestion of a reorder makes no sensethe photos were taken on picture day, and I should not have to wait even longer due to an error on Lifetouchs end.More importantly, this was a deeply meaningful experience for my daughter. She attends a special-needs school, and this was her first-ever school picturesomething she had practiced for and was incredibly excited about. To have this experience tarnished by a lack of communication and accountability from Lifetouch has been truly disheartening.I am not requesting a refund. I am demanding the actual photos that were taken, as I know they exist. I expect a clear resolution, immediate action to locate and process my daughters photos, and a commitment to better communication moving forward. I continuously check my email for updates and hope to hear from you soon there.

  Business Response

  Date: 02/27/2025

  There was a delay however everything is on track now. The images have been loaded into the system and the orders are being processed. They will ship to the school. We have let the customer know as well.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - I ordered a Kindergarten class photo and Lifetouch said it would be shipped at the end of the school year or May/June 2024. They also stated in writing they hold on to these photos for at least 11.5 months. These class photos were never sent to me directly or to the school. Lifetouch has taken payment from hundreds of parents at ***************************** (in ***************) and have not sent what we paid for or refunded our money. They are a very large company, and it seems like they are simply taking advantage of us. I would like to receive my daughters Kindergarten class photo that I paid for.

  Business Response

  Date: 02/07/2025

  Hello, the customer was refunded for the class picture. The class pictures were sent to the school April 2024 with tracking. We are checking with the area Lifetouch representative to see if they are supporting this claim of the entire school not receiving their class pictures and we are also checking to see if we are able to get her a class print sent because our system will not allow for this reprint because it was deleted from our system.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the director of a child development center and contracted Lifetouch Photography to conduct photo sessions on December 4th, 5th, and 6th, 2024. I worked with their Inside Sales Professional to arrange the event. Unfortunately, our experience has been marked by poor communication, unfulfilled promises, and multiple errors.Delayed Communication: I was promised detailed information for families about the photo sessions, but I didnt receive it until the week of the event, leaving families unprepared.Faculty Digital Downloads: The Inside Sales Professional agreed that seven faculty members would receive free digital downloads for their childs photos. However, despite multiple follow-ups, weve not received these downloads. Calls and emails resulted in no answers, and low-resolution photos of all children in the school were sent as a mistake.Incorrect Photo Orders: When photos finally arrived in January, seven families received incorrect photos. Some were asked to pay again for replacements, others received partial discounts, and several did not receive the correct photos at all. This lack of resolution is unacceptable.Lack of Response: I sent detailed emails on January 13 of the 7 families who had incorrect photos sent and followed up multiple times. I never heard back from the assistant. The sales professional said shed forward to managment management on January 30, but as of today, weve received no response on how these 7 families situations will be resolved dor when we will receive our downloands.These ongoing issues have caused frustration for my staff and families. We are now 62 days out from the photo sessions and still waiting for resolution. I respectfully request that Lifetouch:Provide the promised digital downloads to my faculty.Correct the photo orders for the affected families and not charge them for lifetouches mistakes.Offer a refund for families who were overcharged due to Lifetouchs mistakes.

  Business Response

  Date: 02/13/2025

  We have sent the requests over to the local office. We, the call center, cannot approve or do any of the things asked in the complaint. We will keep the customer updated as we receive word. 

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because: still waiting on situation to be fixed. 
  
  
  

  Customer Answer

  Date: 02/28/2025

  Some of the issues were for our families. But as a parent/business we were promised digital download photos of faculty's children we have still not received. At this time, we have been told it will be sent but have not yet received anything. 

  Business Response

  Date: 03/10/2025

  The local office has taken over his case. They have been in contact with the center, families have been refunded as well. Some have corrected orders and others are in the works.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifetouch did not put my daughter's senior picture in her yearbook, when we got the yearbook and she was not in there I reached out to Lifetouch, they had no excuse, and offered to refund my money, which is only $20- (not nearly enough for what they did not do in the first place). I have been waiting since May/June timeframe for this refund, they have given me the run around, I have even provided my address, and they told me back in August, 2024, that it would take 4-5 weeks, and now 1-31-25, STILL no refund, I have many email threads stating that they assure it is coming, they changed the timeframe to 6-8 weeks, that was back in Sept. 2024. It is frustrating, because $20 is not nearly the point, they literally did not put my daughters picture in her SENIOR year yearbook, and they have also messed up many others this year in the yearbook. TERRIBLE company and clearly TERRIBLE customer service.

  Business Response

  Date: 02/07/2025

  Hello, this is resolved. We advised the customer the check is being mailed Friday 2/7/2025.

  Customer Answer

  Date: 02/07/2025

   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

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Life Touch contacted my childcare center and offered to host picture day. They offered free class composites to all participants and a school composite for the center as an incentive to schedule with them. I agreed for them to come. Flash forward, parents ordered photos and were charged to add class composites to their order.I emailed, and called to complain.I finally received the free class composites to distribute after several attempts, however Lifetouch has not issued refunds to any parents that over paid. Lifetouch has not provided the school wall composite either. Lifetouch has used false advertisement to bait and switch. This business practice is not only unlawful, it is embarassing.

  Business Response

  Date: 02/03/2025

  We pulled up the picture day and found that the AS did get class photos sent due to a mix up for the school. Since some ordered packages with class photos we have gone through and refunded one sheet on those packages that did come with class photos. I have left a voicemail for the center director and sent an email follow up to let her know this has been taken care of as well. 
  

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because:
  
  Lifetouch still owes the center a wall composite.  I am sure anyone reading the reply from Lifetouch can sense the unprofessional attitudes I have been dealing with. 
  Totally unacceptable. We will wait to see what amount each family is refunded, but Lifetouch says that will take 10 days and they could not provid a refund amount for each custome. If there was transparent pricing everyone would have been charged a standard price to add a composite and refunded the same amount. There is clearly dishonest business happening here. 

  Business Response

  Date: 02/06/2025

  The AS noted as of 2/4 that production was printing a one time Wall composite for the center. We have updated the director as well. Looks like the local office have been attempting to reach the director as well on this for some time. 

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered photos over a month ago. After three weeks when they hadnt arrived, I reached out and was told to keep waiting. Now five weeks later, they admit that they were lost in shipping. They offered to reship which would take another 3-4 weeks to arrive or to refund with no pictures. It was extremely hard to get a person on the phone. The whole department seems run by AI. They refused to make it right through faster shipping or refunding and resending.

  Business Response

  Date: 12/20/2024

  Hello, this is resolved. The customer was refunded in full and a reorder was submitted for them 12/19/2024. We followed up with calling the customer, she did not answer. We left a voicemail and sent an email explaining that we process and ship out all orders as quickly as we can and we let them know they have access to their digital image.

• Initial Complaint

  Date:12/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  items ordered at portrait studio and never arrived when i called they placed a replacement order which i can see via email is for the wrong items, and also never got sent. when i called multiple times i was told i would receive a call back from manager who never did. when i finally got a hold of her she was rude and hung up multiple times , and then refused to answer when i called bskc

  Business Response

  Date: 12/19/2024

  Hello, this is resolved. We spoke with this customer. She says she never received the ornaments. We submitted a refund request to refund the amount for the ornaments($23.98).

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifetouch has been doing school pictures at my daughter's school for at least the last five years, and it has always been a painful process ordering photos. We used to order photos through the ************************************* website, and that website was always very glitchy and difficult to use, so some years I didn't even order photos. As of last year, we have to order photos through the *************** website, which is even worse. Apparently you cannot order multiple packages of photos in one order. I'd like to order packages for one photograph of child A from spring 24, and packages for child A and B from this fall 2024. Once I add one package to my cart, it will not let me add another package. So I would need to place three separate orders and pay for shipping three times. I talked to them on the phone a few days ago, and they gave me a code (LIFETOUCH20), which they said was for free shipping, but it only takes 20 percent off, so for a small package, it was discounting $2, while the shipping costs $6.50. We also received a code from our principal (THANKFUL25), but that only works for orders over $30, and my order would only add up to that if I could combine my order, which I cannot. I called again today, and they said there is no code for free shipping. It makes no sense that I can't combine my order. I don't mind paying for shipping, but I do not want to pay three times, and it would be much more economical and environmentally friendly if they could ship all of my photos in one package. The person on the phone today said the THANKFUL25 code has expired anyway, but the expiration our principal was given is December 31. The person on the phone seemed very confused about what my problem was, and eventually she hung up or we somehow got disconnected. I went ahead and placed three separate orders, but this has been a very frustrating experience. I spent over an hour and a half on the phone. It should not be so difficult to order the photos.

  Business Response

  Date: 12/12/2024

  We called the customer and refunded the cost of shipping.

  Customer Answer

  Date: 12/12/2024

   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

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $40.10 for a package and some other products and for Lifetouch to take my son's photo at school picture day. He was sick on the original picture day so I prepared him for the makeup date which was yesterday (11-20-24). No one called him down for pictures, no one came and got him, Lifetouch skipped out of there as fast as possible and my son tells me he wasn't the only one they missed by being in such a hurry to get their butts out of there. Lazy and totally incompetent. Does the company care at all? Doubt it. They already have my money and I'm sure they do this to hundreds of other kids. Worst company ever. They should be banned from doing school pictures. There's no way to quickly get in contact with them. Disgusting, **** company that only cares about getting the $$$.

  Business Response

  Date: 11/25/2024

  We have processed a full refund. We did attempt to call and sent an email. We apologize for the inconvenience. However, our photographers do not know who needs to be photographed. We photograph the students who are sent to the camera by the school. The teacher would need to be notified by the parent that the student needs retakes.