ComplaintsforSouthtree

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (*******) with legacy box and they received it February 29, 2024. The last update I received was April 5th. It has been 4+ months and I’m so nervous all of these memories are gone forever. If they could please provide me an update of exactly where it is in the process and when I might receive the final results. I need these for a reunion in June and by all means never thought it would take 4 months. Please help! Thank you!

  

  Business response

  06/04/2024

  Thank you for reaching out. We apologize for the wait! It looks like you contacted our Customer Service Team in January, but we have not heard from you since then. In addition to the order tracking page provided in our screenshots, you can contact our Customer Service Team directly for the most up-to-date processing information. We're always happy to help!
  
  Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. You should receive another email update soon letting you know that your order is being processed. Shortly after that, you'll receive the tracking details for the completed kit. 

  Customer response

  06/07/2024

  
  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.  I have a tracking number and it seems as though as Legacy Box has converted my files.  I am awaiting the newly digitized information. Thank you! 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a package to transfer old video tapes to current media. When I received packaging from legacy box, I followed all instructions on shorting, labeling and packing. Then I sent the package to legacy box per instructions. I received an email that the box was received. I received another email that my order was being processed. IT'S BEEN OVER 5 MONTHS! Now I'm or my money and my memories!!!! I did contact someone at the company, said it should only be another 2 weeks, again that was over a month ago!

  

  Business response

  05/31/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. You should receive an email in the next few days letting you know that your order has entered a digitizing station where the tapes and photos are being processed. Not long after that, you'll receive another email with the tracking details for the completed package! 

  Customer response

  05/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have been waiting far longer than the 12 weeks stated in the companies reply.  Any additional delay in processing in really quite unacceptable!
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/04/2024

  We apologize that your order is taking longer than expected and understand the frustration this would create for you. You should receive an email this week letting you know that your order has entered a digitizing station where the tapes and photos are being processed. Not long after that, you'll receive another email with the tracking details for the completed package!

  Customer response

  06/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This company apparently cannot perform the services promised, they are scamming people out of their money and memories.  At this point I'd like a full refund and my property returned immediately!

  
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/07/2024

  Your order was completed this week and the original photos and tapes along with the digital files on the thumb drive have been shipped back to you. We apologize for the wait! 

  Customer response

  06/11/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Southtree was paid to digitize 35 analog tapes within about 6 weeks for $311. 1- They only delivered after 4 ½ months (after my call finally got through) 2- The work was shoddy + almost useless (super-high contrast - black shade + burnt whites, partially pixelated blocky video ) 3- I emailed video stills of the worst tapes (half of 35 tapes - the others with fewer problems)- and asked for a refund . 3- To get a refund they asked to resend all 35 tapes with proof that the original was better (This will take another 5 months ) 4 I asked to speak to a manager = nobody got back to me. 5 all tapes were returned in wrong cases - a minor problem but more proof of careless work. There seems to be intent to make any returns so hard that the customer gives up. There is no apology. The internet is full of complaints.

  

  Business response

  05/28/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment. It is common for the quality of analog tapes to deteriorate with time sadly. You sent 8mm and miniDV tapes, and wear on these tapes can look like the pixelation that you described in your email with our Customer Service Team.
  
  They submitted your request for a refund to the appropriate team, and your order is under review now. You will receive an email with more information about your tapes later today. We apologize that the long weekend caused a delay in this response. 

  Customer response

  06/04/2024

   
  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.
  

  after 5 inquiries ( and maybe this complaint) the company refunded my money. I now have to still find a better place to digitize the tapes but am satisfied that I only lost time, not money. 
  
  Sincerely,
  
  ********* ******* *****

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  These scammers have had my property for more than 14 weeks. I do not believe anything they say anymore. And if they respond to this complaint with the same cut & paste drivel they slap on every other complaint, anyone reading this shouldn know that they don't take customer concerns seriously. I have doubts they are even operating at this point.

  

  Business response

  05/24/2024

  Thank you for reaching out to us. We are sorry that your order is taking longer than expected. We realize our consistent replies sound repetitive, and we understand the frustration this has created for you. Your order was placed with Standard Processing, which is an average of 12 weeks across all formats and kit sizes. You spoke with our Customer Service Team previously, and they have been monitoring the progress of your order. It will be completed this coming week, and you will receive an email with the tracking details and the digital files.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent tapes to southtree  .com for conversion. Took almost 5 months. They did no real work hooked them up to a cheap conversion device and hit play. No clipping cleaning nothing.

  

  Business response

  05/17/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, and this will include any blank portions of the tape as well. It's common for the quality of analog tapes to deteriorate with time sadly. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed. Here is the excerpt of this information as seen on our FAQs page of the website:

  "Will you restore, enhance, or improve my items in any way?
  
  We always try to get the best quality conversion possible. However, the quality of the transfer ultimately depends on the quality of the original items. We do not offer any sort of restoration, enhancement, or editing of your items. If there is an issue with the original, those issues will translate over to the digital copies.
  
  To be more specific, we do not offer the following: color correction, brightening, HD remastering, combining footage, or otherwise altering the composition of the original media. There are companies out there who specialize in these types of services, but we simply offer a one-to-one transfer."
  
  All that said, we definitely want to make sure that we created a one-to-one copy of these files. Our Customer Service Team has emailed you a UPS label so that you can send the tapes back to us to be re-evaluated. We'll also be happy to help you through the process of editing the .mp4 files to save the portions that are most meaningful to you. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an order for videos and photos to be digitized on January 5, 2024. They have still not processed my items. I asked for my items to be returned and they have refused.

  

  Business response

  05/07/2024

  Thank you for reaching out. We apologize for the wait! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. It looks like you have an ongoing conversation with our Customer Service Team, and they will send you the information regarding our cancellation policy. We expect your order to be completed no later than the beginning of next week.  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent my media in to this company in the form tapes to be converted to thumb drives on January 2024 and paid for this service. The website said it would take 10-12 weeks to complete and I still haven’t received my order. I keep emailing the company asking where my order is and they keep telling me it’s processing. The company will not provide me with a definitive date or timeframe that I can expect my package and they refused to return the item or provide a refund. I had sent my items out for a special occasion Now they tell me another 2-3 weeks hopefully. they are still blasting their services on social media - get what you have done before taking more money off customers

  

  Business response

  05/06/2024

  Thank you for reaching out. We apologize for the wait! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our team is working hard to increase our capacity to meet our customers' needs. We expect your order to be completed sometime next week, and you will receive an email with the tracking details when it is ready! 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a stack of Mini-DVs to be converted to thumb drives on 1/8/2024 and I paid for this service. ORDER *******/ORDER # *******. I have not received an updated since March 1 ("Your order is progressing in our facility! Now that everything has been prepped and ready to go, we're just waiting on a spot to open up so that we can start transforming your items from analog to digital."). It has now taken more than 4 months since I shipped my orders. I would like a full refund and a return of all of my media in the same condition as when I mailed them.

  

  Business response

  04/29/2024

  Thank you for reaching out. We apologize for the wait! The posted average turnaround time on our website is approximately 12 weeks because each order is digitized individually. While we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our USA based team is working hard to increase our capacity to meet our customers' needs. 
  
  Our Customer Service Team will reach out to you directly to review our cancellation information, but we expect your order to be completed within the next 2 weeks.  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a box of memories to be converted to south tree. They received it Jan 8, 2024. Its been 14 weeks ago. It shows my ordered hasn't been processed yet. I have attempted to call, but no one answers or calls back. I want my tapes returned and a full refund for the processing that I paid in advance.

  

  Business response

  04/23/2024

  Thank you for reaching out. We apologize for the wait! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our USA based team is working hard to increase our capacity to meet our customers' needs. Your order was moved into a production station early this morning, and it should be completed soon! You will receive an email with the tracking details when they are available.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to have a VHS TAPE to be copied on a disc. It was not copied right mostly all I see is a blue screen.

  

  Business response

  04/19/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment.  It's common for the quality of analog tapes to deteriorate with time sadly.  We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed! Many of our customers will borrow an appropriate player from friends or family members, or even a local library to do so.
  
  You have been in contact with our Customer Service Team, and they have relayed your request for a refund as well as the sample footage to our Billing Department. Thank you for providing the samples; they are helpful for sharing your issues with our Production Team during the review. You will receive an email with the details of your refund request shortly.  

*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. ↩