ComplaintsforLifetouch Inc
Portrait Photographers
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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.
Initial Complaint
08/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 rightBusiness 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
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
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
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.Initial Complaint
05/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed two orders with the business for school pictures and a yearbook on 3/7/2024. I have not received either item. I am not able to get a resolution through customer service. The hold time is greater than ***** minutes and the chat disconnects midway through the conversation.I would like to get my products delivered.Business response
06/05/2024
We have tried several times to reach the customer via phone and email, with no success. The spring order was refunded due to no image, and the customer was directed to contact the ********************** for the yearbook.Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In October of 2023, my daughter had her senior school portraits taken at Prestige Portraits in ***********, **. At that time we paid the $125.00 fee. Since March 2024, when we realized we never received proofs, we have been calling Prestige to have the photos sent to us. We have spoken to no less than 6 different representatives who all advised they would contact the ****************** to find the proofs. There is no information in their system of where the pictures that were taken could be. Also, there is no phone number that goes directly to the Farmingdale location. We have never received any type of return communication from the ****************** or from anyone at Prestige. During our last phone call to Prestige, we asked for a refund, as we have given up on getting any photos and it is too late now as the yearbook has already been printed. We were advised no refunds. And no exceptions even though we have not received the product we paid for. We are simply looking for a refund at this time as the pictures are no longer of any use to us.Thank you for your attention to this matter.Business response
05/21/2024
We tried, unsuccessfully, to reach the customer via phone and email. We have refunded the $25 Sit Session fee, the check will arrive in 4-6 weeks.Initial Complaint
05/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My daughter *********************** was photographed with her school ***** elementary on 4/8/24. Her teacher confirmed she took photos alone as well as sibling photos. I received an email stating she was not photographed. I received the pictures of her twin as well as the sibling photos. This is unacceptable. I have photos of one twin but not the other. EVTB8RDT3Business response
05/23/2024
Hello, our photo team and the lab both searched extensively for an image and were unable to locate any individual photo. They even went as far to ask the lab if they could crop the sibling photo to just be ****** and they arent able to do that. We tried to call *************** several times and it went straight to voicemail and so we left a message. We sent her a detailed e-mail explaining what the photo team has advised. We did let her know the student's order has been refunded in full as of 5/20/24. We also offered to give her a coupon for a free session at ********************************.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company came to my school to do group pictures and only delivered half of the photos.Business response
04/30/2024
We have tried three times to reach this customer. We left a voicemail on the first attempt. We tried again and whoever answered the phone said we had the wrong number. We then followed up with emails. No response.Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my deep disappointment and frustration regarding my recent experience with ordering a yearbook for my daughter. I feel compelled to bring to your attention the series of events that have left me dissatisfied and disillusioned with your company's handling of this matter.On 04/03/24, 04/12/24, 04/16/24, and 04/22/24, I received multiple emails from your company indicating that I could place an order for a yearbook. Encouraged by these messages, I finally decided to proceed with the purchase for my daughter's cherished keepsake.However, to my disbelief, when I attempted to place the order, I was informed that I could not do so because the deadline for ordering had passed on 03/31/24. This revelation came as a shock, considering the repeated assurances I had received via email just days prior.Understandably upset, I immediately contacted your customer service line seeking clarification on this discrepancy. To my dismay, I was met with further disappointment when I was told that despite the emails I received, I was ineligible to order due to missing the deadline.This inconsistency in communication and lack of accountability on your company's part is unacceptable. It is deeply troubling to be given false information, only to be told later that it is invalid, particularly when it concerns an important purchase such as a yearbook.As a customer, I place great importance on transparency, reliability, and integrity in business dealings. Regrettably, my recent experience has fallen short of these expectations, leaving me feeling frustrated and let down.I urge your company to take immediate steps to address this issue and ensure that such discrepancies do not occur in the future. Additionally, I kindly request that you review your communication protocols and implement measures to uphold accuracy and accountability in all customer interactions.Business response
04/30/2024
We have made numerous attempts to reach this customer via phone and email with no response.
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Customer Complaints Summary
345 total complaints in the last 3 years.
108 complaints closed in the last 12 months.