Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  12/12/2024

  We called the customer and refunded the cost of shipping.

  Customer response

  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

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lifetouch came to my children's school for fall pictures. They offered two (2) backgrounds; one decorative and one a solid color, which was optional. I received pictures for my youngest, but my oldest only had 1 individual of him. It was on the optional background as well. I never got the decorative fall background and absolutely zero full body shots. His proof sheet even had images on there that were not of him!! I am devastated. I buy these pictures every year are they are very important to me. I did the chat with Lifetouch as well as calling them directly asking for more pictures. You can read the image number in fine print under each proof and they usually fall in order, but my eldest's **** several numbers. Surely they have them, just did not upload them. I have tried several times to get the pictures, even if they aren't good, I still want the full body and the decorative background. I wish they would come and do a retake for the children affected as these early childhood portraits are irreplaceable.

  Business response

  11/29/2024

  Hello, we spoke to the customer to advise her we are searching our systems to locate the missing images. If we are unable to locate the missing images then we are going to provide the customer with a JCPenney ******************************************* promotion code for a free session.

  Customer response

  11/29/2024

   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

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetouch came to do my daughters photos. The first day they had broken bulbs. So they came the next day. They put my daughter in the incorrect background the second day when the day before it was correct. They also failed to bring all the props the second day too. I have been on and off the phone with this company for the last three days adding up to five hours. They told me they cannot fix the background. What kind of billion dollar photography company doesnt know how to use Photoshop when they use Photoshop to take care of teeth and blemishes on children. They also lied to me saying that the school picks the background based on the majority of what the parents pick. I said if thats the case then why was Tuesdays picture background gray well Wednesdays background picture was blue. They just kept saying to me they cannot fix the background. Also its a lie because the parents that I talked to their colored backgrounds, one being cream and one be green. I was offered nothing besides a free ******** sitting fee, which is worth $15. Then I get an email from the company saying they will merge the two days of photos together so I can order my daughters photos how I want to. I go , and look them up and they did not combined my daughters photos into one so I called customer service again today. They told me they absolutely do not combined albums together. So I flat out read the email to the supervisor that I got from ** and then she changed her mind and said yeah we sometimes do that. I dont know why this company keeps lying to me when I have all the proof to back my claims. theyve offered me basically nothing further gross mistake and now I still cant order my daughters photos and their solution is to keep escalating my issue and that takes two days. I only have until the 20th to order prints or Im s*** out of luck. And they just keep pushing my case and pushing my case. This company needs to be shut down.

  Business response

  11/20/2024

  We have completed the refund, which will be back on the card within 5-7 business days. The order of prints and digitals are also being processed as well.  We have let the customer know.

  Customer response

  11/29/2024

   I am rejecting this response because:
  
  I havent received her photo package yet so I cant accept this response until I receive the product that was promised. 

  Business response

  12/03/2024

  As stated before, we have taken care of the issue with a refund and prints. We will not keep a case open for delivery. Tracking# 1Z2F57700304075774

  Customer response

  12/03/2024

   I am rejecting this response because:
  Didnt realize you thought you were in charge. I wont be accepting your response until I get my full resolution. I still dont have photos and they were to be delivered to the school already and everyone has theirs but me. So no. I wont accept. You can wait until I get my products as I was told 
  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter had pictures taken by lifetouch and we never received them. I reached out to the help team and they said I would receive the pictures in 2 weeks. I reached out 1 month later and they don't have the pictures and nothing was sent out. They said they would contact me and I haven't heard from anyone. I haven't received a refund either. They stole my money and I didn't get the pictures I ordered. They offered no remedy for this.

  Business response

  11/13/2024

  We have processed a refund for the order. We also notified the customer of the upcoming retake day that they can order from.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  More info

  ******* 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

  More info

  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.

*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. ↩