Complaints

• Initial Complaint

  02/26/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  02/07/2025

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

  Customer response

  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

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  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 
  
  

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