ComplaintsforSouthtree

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/24/24-placed two orders with Legacybox online 7/2/24-received shipping boxes for both orders but have not returned any items to Legacybox **According to cancellation policy orders can be cancelled within 30 days of placing order and refund will be issued less shipping fee and 20% cancellation fee** 7/14/24-cancelled both orders via email (***********************) and phone calls (************) -received email confirmation from *** and ***** that orders have been cancelled and billing department will process refund-however billing department has not confirmed cancellation requests-according to cancellation process cancellation requests need to be done within 30 days so if I don't get a confirmation from legacybox billing department within these 30 days I am afraid they won't acknowledge that these orders were cancelled on time to qualify for a refund 7/17/24-filing this complaint with BBB so Legacybox can not deny that I requested a refund within the time frame allowed and also to report how long it takes for me to receive my refund if I actually ever get one and to report what they actually refund so future customers are aware of this business practices

  

  Business response

  07/18/2024

  Thank you for reaching out. Our Customer Service Team did request that the refunds for both of your orders be processed this week. Your orders have been cancelled, and you have been sent an email for each invoice with the refund details. Please discard or recycle the kits as needed. 

  Customer response

  07/21/2024

  
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered box December 2023 we shipped out a box of 40 and a box of 10. We was very very disappointed in the Quality of what we received back lots of tape black and white fuzz and not alot of good footage. They also said they would not process explicet material well they lied or tapes were 25 years old it had been years so we didnt know what was on them. After being told NO EXPLICET MATERIAL PROCESSED we trusted if they ran across any they would not process well they did and upon gathering 17 fsmily members including childrn we was watching family film them out of no where from 25 yrs ago there was a couple having *** on the tape it completely was humiliating and even the kids saw we stopped it as quickly as we could. I contacted the company insisting that bc of what they did and bc the quality and amount of footage was minimal we asked to make it right by giving us a full refund. They denied us this and gave us a $ 7.50 refund of 1 tape this in NO WAY COMPENSATES THE DAMAGE THAT HAS BEEN DONE. We are thinking on pursuing a law suit bc we feel we should get refund so we can get a good company to do a job Southtree could NOT do. We are waiting to hear back from lawyer as this is not right. Please DONT TRUST SOUTH TREE. Hoping they will do what is morally right and refund us our hard earned money.

  

  Business response

  07/08/2024

  We are deeply sorry that your family had to view this personal footage mixed in with the home movies on one of the orders that was sent to our facility to be digitized. Information about our graphic media policy can be found in our Help Pages on the website. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed by digitizing only the items that you want processed.
  
  Although we normally do not issue refunds for portions of an order that were sent outside of the approved media types, including condition and content, we went ahead and issued a refund for this individual tape as we would for a quality review. You received an email from our Customer Service Team with those details.

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: i feel they owe me a complte refund bc the footage we received was poor and they processed explicet material that was viewed by family members and children. I am taking this claim to a lawyer because we had alot of tape that they claim was unreadable but im in the process of proving it was readable and that it was because the machines they use was dirty or not updated. Im going to send a tape out to another company and prove that they ARE able to get much more clear footage its bad equipment of Southtree and i should be reimbursed bc they 1. Processed Explicet material  2. Didn't do adequate job retreiving my precious memories and charged me alot of money for ****** service. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  07/11/2024

  The question of quality such as tracking issues was not a part of the original email conversation, but our Customer Service Team will be happy to review those details with you now. Two email updates were sent to the customer directly on July 8, 2024 as the refund request was reopened by our Customer Service Team to further address remaining concerns. If those emails were not received, please reply to any of the previous conversations with our Customer Service Team to obtain a copy of that information.

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: as i said we STOPED watching the videos after the explicit content was shown it wasnt til recently we veiwed the rest alone without family members and there is alot of black and white areas that was not readable as South tree claims and we was confused how as we watched we ran across doubles like 2 videos was exactly the same We DID NOT HAVE multiple copies of any home movie so some how Southtree did some tapes twice wich makes me wonder what tapes did not get transfered. All we want is a complete refund so we can get our movies done in correct manner and be compensated for the humiliation and hurt that came from all this. Please give us our refund in full so this nightmare can be over and we dont need to drag this out in the legal system . Do what is right 

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Legacy Box lost 75 of my photos. They are not offering any resolution or a refund.

  

  Business response

  07/18/2024

  We sincerely apologize for the alarm and confusion caused by this photo kit! You spoke with our Customer Service Team on 06/29/2024 after receiving the shipment on 06/25/2024, and all of the details of your order and safety protocols were thoroughly double checked during that process. A supervisor from the Customer Service Team spoke with you by email through 07/02/2024 to confirm these details.
  
  You reported to our team that we sent you 900 photos in the completed kit and that you originally sent us 975 photos. This order was a 40 item kit which can accommodate 1000 photos, and we created 1000 digital images from the photos. Our team had a Digital Download link created as part of this review process, and it is still accessible at this time.
  
  We have many processes and protocols in place to make sure that we keep track of every photo that is sent to us, from the moment the box arrives to the day it ships. We are confident that these protocols are effective at tracking our customers’ memories! That said, we do take these types of situations very seriously and have investigated every detail thoroughly.
  
  All of your photos were present and scanned into the shipping box. Our system will not generate a shipping label until this step is completed and verified. During your conversation with Customer Service beginning on 06/29/2024, we initiated a search of our Production Facility to make sure nothing was overlooked. Unfortunately, this search did not turn up any loose or unidentified items.
  
  We are deeply sorry that the photos have not yet turned up! The details of your order will remain on file as well as the samples of digital images from packs 01, 02, and 03. Should anything turn up in the future, we will reach out to you immediately.
  

  Customer response

  07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  My missing photos have not been returned to me.  These are irreplaceable.   The company is not taking responsibility for loosing the photos 
  
  Sincerely,
  
  ***** **********

  

  Business response

  07/22/2024

  We are deeply sorry that the photos have not yet turned up, but we are confident that the safety protocols in place to keep all 1000 photos with your kit and returned to your home worked properly in this order. We double checked all systems and see that all 1000 photos were checked-in, digitized, scanned into the shipping box, and packed in the return shipment. With this review completed, we ask that you please recount the photos in your home across all 3 of the recently completed photo orders.
  
  We understand the disappointment in this answer, and assure you that your order details will remain on file. Should anything turn up in the future, we would reach out to you immediately!

  Customer response

  07/23/2024

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

  The company is not taking responsibility for loosing 75 of my irreplaceable photos.  They reply as if I lost my own photos and this is 100% not true!!  At the VERY least they should issue a refund for failing their customer but instead they point fingers at me as if I lost my own photos!  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent in three orders back in February 2024. I chose the standard 10-12 week processing time, expecting it to take no longer than 12 weeks since that is what is advertised on their website. (With no mention that it may take longer for certain media). I have heard nothing back from them since April 2024 and it is now almost July 2024 and still have not received my order. This is well over the 12 weeks. I have emailed them twice now and their only response is that it is still in line and that I should receive an email once it is ready to be digitized. Their false advertising and lack of timeliness is unacceptable and I would like my tapes to begin to be digitized quickly or I would like a refund with my tapes back.

  

  Business response

  06/27/2024

  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. One of your kits has completed processing and shipped out this week; the other two should be completed sometime this coming week. 

  Customer response

  07/02/2024

  
  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. Thank you for your quick action and response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent legacybox 10 video tapes that they said they would digitize in 10 to 12 weeks. I paid them approximately $150. They received my tapes on March 9th. They haven’t completed my order and they refuse to return my tapes and refund my money.

  

  Business response

  06/26/2024

  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. Your order is currently being digitized by our team, and we expect you to receive an email with the tracking details next week. 

  Customer response

  06/26/2024

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

  Legacy box has been telling me that my order would be completed within a day or 2 for  the last 3 weeks.  I don’t have any confidence that they will deliver a completed product next week.

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

  

  Business response

  06/27/2024

  We apologize for the wait! Our team has been attempting to give their best estimates for a date of completion based on current information. Your kit was completed yesterday, and we emailed you the shipping details and Digital Download link at that time. 

  Customer response

  06/28/2024

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

  I have not received the email they claimed to have sent!!  

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

  

  Business response

  07/01/2024

  We apologize that you did not receive this automated email with the tracking details and Digital Download link! You had an email conversation with our Customer Service Team on Friday, and they resent this information to you directly. *** will hand the package to **** for final delivery, and that is currently estimated to happen on 07/06/2024.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I just want a refund. After months of saving to get my VHS digitalized, I saw advertisements for LegacyBox. They put an offer out to "buy" $1000 worth of digitalizing for only $299. Nowhere did it say anything else. I bought it immediately. Then I tried to buy my "box" to send my VHS's in and saw that it was still gonna be another $300. The $1000 that I "paid" for only covered part of the deal, not all. I would have saved more money just buying the original deal. It was never clear that was the case in buying this "code" of $1000. I sent five emails to customer service within a week asking for help and NOT ONE response. Not to help me, or explain to me, or anything. Not ONE response. I do not care to do business with this company - I feel it is a scam. I just want a refund of my $323 spent. That's all. But no one will respond or help me or explain. Again, I just want a refund.

  

  Business response

  06/25/2024

  Thank you for reaching out. We apologize that we have not received any of your emails! There are several ways to contact us. We can be reached at ***********************, by calling ***** ********, or through a Contact Form on our website. Your request for a refund of this General Spending Voucher was made within 10 days from the date of purchase, and we are able to process your request! You will have received an email with the refund details at the address used to place the order for the voucher. 

  Customer response

  06/25/2024

  
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a "10 item $8 tape & film transfer" kit, digital download, and shipping protection on November 5, 2023. I was charged $141.36 after shipping and fees. I added on a disc set and 5 additional items for $118.73 on December 13, again after shipping and fees. While the price is a bit steep for some, I figured it was worth the preservation of memories for my sister and I after losing our mother in 2016. For the first few weeks, I received weekly (or nearly weekly) updates. Then, they stopped. My order arrived on December 6, was marked as "in process" on December 20, and was not in production until April 3. They managed to hold onto my home videos for 17 weeks before doing anything with them. They then were rushed through the process and were digitized and shipped by April 16. I knew at that moment I had made a huge mistake in trusting this company. Throughout the process, I emailed to make sure I was kept up to date on my order, but didn't want to be overbearing. I emailed on March 14, and again on March 29. In the March 29 email, I requested that my videos be sent back to me if the videos had not been placed in the digitizing process (which, they weren't, until I sent this email). After waiting longer than anticipated and reading the horror stories, I was extremely concerned. After receiving the films back and the digital footage, I was relieved and excited...until I played it. A large majority of the film that was watchable before/after sending in was missing. Instead, most of the film consisted of a blue/black screen. I spent $260 on a blue screen. I left a review in early May and contacted Legacybox on June 3. Heard back on June 11. Received only $183.54 of what I spent on June 17. I think it's only fair that I get paid my full refund and that the company take accountability for their failure- especially after the hassle it has been. Save your worries and money for another company/time. Don't spend them here without great caution!

  

  Business response

  06/24/2024

  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! It looks like you have an open email conversation with our Customer Care team, and you will be receiving a followup email with the details of your Refund Request for these quality issues. Please let us know if we can help with anything else! 

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  LegacyBox refunded remaining amount AFTER complaint was filed. Refunded remaining amount on 06/24/24 an hour prior to response on BBB (partial refund in original complaint was 06/17). No email received from LegacyBox representative. Little to no accountability taken by company for poor quality products. However, 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

  06/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The previous complaint showed it was closed to my satisfaction which isnt correct. Legacy Box lost all of my family videos and the only time they speak with me is in response to MY contacting them. the last time I contacted them all they said was that my "Claim" was still open with the ****, but this has been going on for about 5 months now

  

  Business response

  06/20/2024

  We are very sorry that your package has not turned up. There is always a possibility that something will turn up in the future, and our team has continued to monitor the shipment information of your package. **** is showing that it delivered to your address on March 14, 2024, and we have used all the tools we have at our disposal to search for your film reels, and we believe **** has as well.
  
  Unfortunately, there is nothing else that we can do on our end at this time other than to continue to monitor the tracking details.  We sincerely apologize that this has happened, and understand that the film reels you sent to us are irreplaceable and invaluable. We remain optimistic about the possibility that the package may eventually return to our facility, as we have had a few cases like this in the past. We will continue to leave the order active and open so that you can be notified automatically if and when delivery does occur. We regret having to deliver this news.

  You have received a new email with details from your request for a refund of this purchase in addition to the on-going email conversation with our Customer Care Team. They will be happy to give you the latest update every time you reach out to us! 

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because although I appreciate the refund and will happily accept it, what I really want is my family video's returned.
  
  Sincerely,
  
  ***** *******

  

  Business response

  06/25/2024

  We understand how dear these home movies are to your family, and the details of your digitizing kit and shipping package will remain on file. Our Customer Care Team will continue to monitor the shipment for any new information. If we hear anything, we will reach out to you immediately! We sincerely apologize that we do not have any more information at this time.

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I do not want the claim closed until my videos are returned
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for 40 items and I sent them in. I received an invoice for an extra item. I called customer service. They said there are 41 items. (Note, I would be surprised if I did send 41 items, as I recall checking and double-checking the box to ensure a barcode they supplied was on each item but I don't have the box to verify.) Customer service insisted there is no way there is an error on their side. I told them that if I did add an extra item without a barcode, I'd like the unlabeled item returned without being digitized. They refused and require that I pay a price 3x higher than all the other transfers for the 41st item before they will return the box.

  

  Business response

  06/14/2024

  Thank you for reaching out. We understand the alarm and frustration caused by an unexpected invoice from an extra tape that you may not remember sending in your kit, and our Customer Service Team reached out to our Receiving Team to double check all of the details of your order. The price on the invoice of $17.99 plus tax came from the "Added Item" stickers provided in your Welcome Guide if you did want to send extras. The information that our Customer Service Team provided in regards to not being able to separate this single tape from the rest of the order is accurate. For the safety of all of your items we have created a thorough tracking system to prevent items being separated from their kits.
  
  You have received an email from a Customer Service Supervisor with some information about how we can help with this item. When your order is processed, please reply to them directly to review the digital footage for this tape. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 06/11/24 my credit card was charged $43.29 for services I did not order. The company was named Legacy Box but I found that South Tree and Legacy Box are the same company at the same location. I never ordered this revolving charge for digital storage. I have paid in full the film they converted in early 2024. Their promotional offer was for $0.00 which they now state is a yearly charge. I contacted them to have the charge reversed and emailed with ****. She first explained it was a great service that many people use. IE she tried to convince me to use the service; never explaining it was something I "ordered." Then after contacting her again and stating I didn't order the service she claimed I did order it. Then she wanted me to fill out a form and admit to ordering it in order for the service to be cancelled; yet the current charge of $43.29 would not be refunded. I again explained I would file a complaint. She refused to refund the money as the pending charge turned into a posted charge today. I believe these business practices are a scam; a deceitful attempt to charge customers fees for items they did not order. I told her that and she still did not reverse the charge. Companies are required to disclose this charges at the point of sale; this was not done. Their web site did not provide this information and they used the guise of a promotion. These business practices are suspect to say the least. I filed a complaint at *******************.

  

  Business response

  06/14/2024

  Thank you for reaching out. We apologize for the inconvenience of the Legacybox Backup subscription! It looks like all of the details about this service were conveyed in your email conversation with our Customer Service Team earlier this week. The form that was sent to you asking that you fill in your name and order number and paste into your email reply was to let you know that your files will be permanently deleted from our system once your subscription was canceled. You replied to confirm that you no longer wanted to participate in this service, and your subscription has been cancelled. You have also received an email with the refund details of that subscription fee. Please reply to the email conversation with our Customer Service Team if you have any other questions about this service. 

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  My complaint, in part, is that I never ordered this service.  Again I will not attest to it. 
  

  Legacy Box sent an email that I would receive a refund after I filed a complaint. Instead they charged my credit card a second time. 
  

  IE I now have two pending disputes filed with my credit card company for a total of $86.58. 
  

  This company is not trustworthy. 

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

  

  Business response

  06/18/2024

  Thank you for reaching out. We sincerely apologize for the duplicate billing of your Legacybox Back-Up Subscription. This was a technical error that was identified quickly, and our team worked to correct. Your subscription was affected by this issue, but the refund for both invoices was issued on 06/14/2024. However, a chargeback inquiry was opened for one of them on 06/15/2024 which froze the invoice. The refund for this invoice was processing when it was reversed by the chargeback inquiry. When the chargeback has cleared, we will be happy to revisit this invoice! 

  Customer response

  06/22/2024

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

  Your company continues to state I have some type of subscription; I do not.  This is the crux of the complaint.  Your company does not have my permission to access my credit card account.  I made a one time purchase.  And that is the end of my business with your company.  The fact that your system can randomly charge my card does not sit well with me; and in this case it was done on purpose and by accident.  Purge my information from your system to include my credit card information.  The chargeback via my credit card company stands; and when you address the chargeback to my satisfaction; IE issue the refund, then this complaint can close.  Refund my money.  Stop referring to me as a subscriber to your product.

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

  

  Business response

  06/25/2024

  The information for our backup subscription service can be found in your original purchase confirmation email dated 11/22/2023. At the time of checkout on the website, there was a box to check acknowledging, "I understand that I'm agreeing to a subscription. It will renew at the price and frequency listed until it ends or is cancelled." We apologize that the details of this product were not clear.
  
  Your subscription has been cancelled. You will not be invoiced again for this service. When the chargeback has cleared, we will be happy to revisit the invoice for the refund request. 

  Customer response

  06/30/2024

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

   

  Again, your company did not make the consumer aware of this; I have no recollection of clicking a box that would require me to pay your company this exorbitant fee for videos that I already have in my possession; IE the whole purpose of having them placed to a digital format.  I have them saved on hard drive, disc and a solid state hard drive.  I will reiterate that I started the charge back with my credit card company because I was refused a refund by your company.  At no time did I utilize your storage service.

  Are you going to refund my money or not?  You can do so by telling that to my credit card company.  There is no reason for me to cancel the charge back.  I never purchased the service nor utilized it.  Your company is one click away from issuing my refund.  It is as simple as that.  You all can do the right thing or continue to perpetuate an issue that you can easily remedy.   
  
  Sincerely,
  
  *** *********

*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. ↩