ComplaintsforSouthtree

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 14, 2022, I purchased the 10-item digitizing kit from the company DBA Legacybox for $220.26, collected at the moment of purchase. In exchange for my money, Legacybox agreed to safeguard through their barcode tracking system and digitize 10 of my home video memories in 6-8 weeks. Upon receiving my items, Legacybox changed their terms to take “up to 12 weeks” to digitize and send my items back. Upon email confirmation of receipt of my items, I attempted to track my items in Legacybox’s system to ensure they had received everything I sent. At this time I discovered Legacybox’s tracking system to be inferior to its claim. The customer can only see that Legacybox says it has your items, but the customer cannot see how many items they have nor can the customer track each individually barcoded item through the process, as claimed on Legacybox’s website. I contacted Legacybox at the 10-week mark because I had not had an update regarding the progress of my order into digitizing and the promised “up to 12-week” timeline was nearing conclusion. It was at this time I received a response indicating Legacybox’s timeline was now 14-16 weeks. This extension was never communicated to me and was only done because of my inquiry into my order. When I finally received my order back a few weeks later, I was horrified to find one of my 10 original family memory tapes missing and also not there in digitized format. I immediately contacted Legacybox and they claimed I did not send it. I requested further investigation because I had sent the item, and paid for it, to which they responded they would try to locate my item, which could take up to one week. Just one day later I was notified they could not find my item and that was that. No offer of anything to make amends for the priceless family memories Legacybox carelessly lost and still charged me for digitizing.

  

  Business response

  08/01/2022

  Hi, ******** 

  Thank you for reaching out.  We sincerely apologize that your tape cannot be located.  We understand how important your home movies are, filled with irreplaceable memories.  While we do not have a record of this item being sent to us for digitizing, we have opened an investigation to do everything that we can to try to locate the tape.  These details will remain on file, and if your inquiry produces any new information, we will reach out to you immediately.  

  We are sorry that your order took longer than expected. We have had challenges in the labor market that have increased our processing time. Our team is working seven days a week, around the clock to complete orders as quickly as possible.

  Please reach out if you have any further concerns.  Thank you. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered digitizing of 75 pictures and 7 film reels, at the time of the order I was quoted 6-8 weeks, it was received on April 26, 2022. As of now, still no product. I continue to get the same emails stating they are ready to digitize. More people are getting duped by this company daily, they state they are behind and continue to collect more orders, only failing to provide what previous customers have long since paid for. They require money up front, before shipping the materials used to identify and ship the order back. I have requested that they either provide what I contracted them to do or to return my items and refund the money paid.

  Customer response

  08/09/2022

  I did hear from the company, my order was completed and shipped within 24 hours of filing the complaint and informing Legacy Box of such.  Quality of the order is not very good, but I did receive my order.

  
  

  Thank you 

  

  Business response

  08/10/2022

  Hi *****, 

  First, We are sorry that your order took longer than expected. We’ve had challenges in the labor market that have increased our processing time. We're sorry for that, but know that our dedicated team has been working around the clock, seven days a week to complete orders as quickly as possible. We strive to be as clear and upfront as possible regarding processing time delays by sending updates every step of the way as well as updating the information on our order tracking page as needed. I apologize if that could have been more clear.That being said, I completely understand your frustration with the delay in processing times as most orders are experiencing similar delays as we not only work around the clock to complete orders, but also increase efforts to hire and onboard new team members. While we have grown our team substantially due to the unprecedented number of orders received this year, unfortunately it does take time to train new hires as our process is a delicate system. We see your order completed very shortly after your initial inquiry but please reach out to our customer service team at [email protected] if there is anything else we can help you with. 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent my tapes to them over 3 months ago to have them converted to a disc. I have sent numerous requests asking what has happened to them. I get form letters in return, but no discs.

  

  Business response

  07/21/2022

  Hi ******, 

  We apologize for any confusion regarding your order. It looks like you reached out to our Customer Service team in regards to the status of your order and the team let you know that it was safe here with us, we were experiencing some delays due to the influx of orders received and being hard hit by the labor crisis affecting most businesses across the country. We wholeheartedly apologize for the delay. We see that your order was completed about 5 days ago and you should have received an email along with tracking information. It looks like your order is out for delivery today, July 21st. 

  Please reach out to our Customer Service team if there is ever anything else we can help you with.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I mailed my old family videos to this company in early March 2022. My credit card was immediately charged $156.00. In the past 4 months, I have received nothing but solicitations for new business and generic emails that say my order is in line to be processed. After asking when my order will be completed, they respond with excuses about covid, backlogs, staff shortages and more. "Special offers" soliciting new business continue to fill my mailbox. I have requested they return my valued family tapes and give me a refund, but they insist that orders cannot be canceled, even if no work has been done. I believe this business is a scam and that I have lost not just money, but my precious family memories as well.

  

  Business response

  07/20/2022

  Hi *******, 

  We wholeheartedly apologize for the delay in your order. As our Customer Service team mentioned, we have unfortunately been affected by the current labor crisis affecting most businesses around the country. Our team has been hard at work 7 days a week not only hiring and training additional staff but also completing orders as quickly and efficiently as possible. We cannot cancel an order once it has been received and checked in to our facility for safety reasons. Your order had already been scanned in to the system to have the work completed by our technicians, Your order has already been completed and marked for final shipping as of yesterday evening. Please reach out to our Customer Service team if there is anything else we can help you with. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for Southtree digitization services, for $200 worth of photo conversions (order #*******). This was in February 2022. Southtree indicated it would take 8 weeks for the photos to be processed. It is now mid July 2022, and it has been 6 months of waiting for actual updates. The updates we have received ONLY indicate that our photos have been received, and that they are awaiting the que to be processed, which has totaled 5 months of waiting. We have called, tried to get in touch with the business, and would like our photos prioritized immediately and returned to us safely, with the digitization completed as promised. The company will point to labor shortages, however they are doing massive discounts and sales for new customers, and not operationalizing their existing sales and completing services that are sold. I believe at this point that this company may be a scam. They have sold significant services (at great discounts) in a year, and recognized that revenue/ received money, however they are not completing the services as promised to customers, and may be holding onto photos and precious memories from their customers, without any likelihood of returning them. DO NOT WORK WITH THIS COMPANY!!

  

  Business response

  07/11/2022

  Hi ***** 

  Thank you for taking the time to provide us with your feedback. We see you reached out to our customer service team just this morning, I apologize we did not have a chance to respond before you posted the request here as the team would be more than happy to assist you. As your email reply will also state, we wholeheartedly apologize for the delay. Realistically we have been affected by the labor market shortage like many other companies around the world but our team is working hard 7 days a week to complete each and every order in the order in which it is received. We have reached out to our production team to have your order pulled from its place in line to be brought to the front of the queue for processing and we would anticipate it should be completed by the end of the week. Please don't hesitate to reach back out to our customer service team if there is ever anything else we can help you with. 

   

   

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Tape Conversion package that was for Legacy Box (which Southtree actually fulfilled) back in early March. Their normal processing time is advertised as 6-8 weeks. It's now been 15 weeks. Same BS Excuses. And today- they aren't even answering their phones!

  

  Business response

  07/05/2022

  Hi ******, 

  As requested your order has already been pulled, refunded and shipped back to you. We apologize for any confusion regarding your order that was awaiting processing and payment for the additional items sent in. We strive for full transparency regarding extra items by labeling the item barcodes with the extra item price as well as sending an invoice via email when your order arrives. Our team also reached out to you on a separate occasion in case that email was missed but were met with unfortunate profanities. Your order was then pulled and returned as requested by you.  We do apologize for the extended processing times as our team works hard 7 days a week to recover from the labor shortage effecting many companies worldwide. Please do not hesitate to reach back out if there is ever anything else we can help you with. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed two orders, they received my tapes on 3/1/22 ORDER # 1441830 and on 3/7/22 ORDER # *******. I was quoted 8-10 weeks turnover and every time I request an update, I get the following answer "Unfortunately, we are going to need about 2-4 more weeks to finish your order." It is now approaching 4 months on July1 1st. I stated that I needed these orders completed by July in my emails, with no response. If they can’t do what they state in a timely manner I asked them to return my tapes and refund my money. I got no response. These tapes are very important to my family, I was trusted with them for this task and I trusted Southtree. I believe I have been taken and all of the reviews on the internet are false. Please help me if you can

  

  Business response

  06/30/2022

  Hi *****, 

   We're sorry that your orders have taken longer than expected. We’ve had challenges in the labor market that have increased our processing time. We wholeheartedly apologize for that, but please know that our dedicated team has been working around the clock, seven days a week to complete your orders as quickly as possible.

  For context, while our advertised average processing time is 10-12 weeks, that average is subject to change, given the sheer volume and influx of orders we have received this year. 

  We have reached out to our production team to put a rush on your orders. This will essentially pull your orders from their place in the queue and bring them to the front of the line for processing. Once they begin processing (you will receive an email) It should be completed within just a few days at most.

  Please reach out to our Customer Service team at info@Southtree if there is anything else we can help you with. 

  Customer response

  06/30/2022

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID *******3, and find that this resolution is satisfactory to me for the time being. I reserve the right to reopen the complaint at a latter date if not action is taken by the end of July. At that time I will want a full refund and the return of my tapes
  Sincerely,
  ***** ********

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Groupon special deal for Legacy Box 11/15/2021 it was $140 for $1,000 worth of services to convert my precious memories into a CD and digitize. I sent in several of my v-8's reel tapes and some small VHS tapes dating back to 1973. Got on their website (before Feb. 14th) and used Groupon and ordered what I wanted. I later sent in the box they sent with the labels and on 3/30/22 they confirmed receipt of box. I have the order number if you need it. On March 31st I received a message that they need payment for the extra couple items I requested and I paid that and on April 6th I received an email that all of my items have been checked for barcodes and they would be scanned at least a hundred times, I was receiving email updates 4/13, 4/27, 5/4, and on 5/11 which told me next step was digitizing. 5/25. I responded to another sthal email with my concerns and why was it taking over 2 mths. to process? The response was in essence, they were a small company and had a huge backup and their advertised time line was 10-12 weeks (which I did not see on the Groupon or online at the time of my order) and that my order would take another 7-8 weeks on top of that! This was the first time I actually saw a date. I also found out you can pay "extra to have your order expedited" which I did not know nor was it advertised. I realized then, I just keep getting pushed back as they continue to run "specials' daily (I receive them and delete them as soon as I get them) and now its been 11 weeks and I still have to wait up to 2+ more months to get my order, as per email they sent; because orders keep jumping ahead of me that paid "extra." My last email from them was 5/29. So its going to take 5 months (if I don't keep getting pushed out of line) to get my orders and my products back! With this terrible backup, they are still marketing specials and I had to dig deep on their website to find the 10-12 week statement (which they are still saying - no mention of extra time needed!)

  

  Business response

  06/21/2022

  Hi *****, 

  Thank you for taking the time to provide us with this information. We apologize for any confusion regarding your order. While it is listed in other places, we always strive to be as clear and upfront as possible regarding processing time and other options to expedite if you were needing them back sooner! When placing an order, on the cart page we have our average time of 10-12 weeks with standard processing and have the option to select expedited or rush processing at that time! We apologize if that could have been more clear. We also advertise our 10-12 week turnaround time as an average as some order do fall outside of those parameters. Again we strive for full transparency by including this time and alternate options when your order is checked in by our receiving team, we apologize if those emails could have been more clear as well. We see you have already reached out to our customer service team and they have added rush processing to your order as a complimentary upgrade which will essentially pull your order from its place in line (at 13 weeks, just outside the average) and pull it to the front of the line for processing. 

  Once it begins processing (you will receive an email) It should be completed within just a few days at most.

  Since you have the digital download on your order, that will be sent to you via email as soon as the order has been completed, while you are waiting for the delivery of your original items.

  Please reach out to our Customer Service team if there is ever anything else we can help you with. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought LEGACYBOX, They “received” my items in January. I purchased and received the email that it would be an estimated 6-8 weeks turnaround. I have relentlessly asked for updates after being patient passed the 12 week mark. The last update I got was 2.5 weeks ago saying if you can just give us 1-2 weeks more. It’s JUNE!!!! To add salt in the wound I’m inundated with ads via email or text on buying more. Mothers Day, Fathers Day etc. I explained to them I felt it was false advertising to see ads talking about the turnaround in just a few weeks and you’ll have your product. I haven’t even got mine back and ur trying to drum up more business. I’m at the 20 week mark I believe. I have lost trust in a company that bases their business around trust. My items aren’t even “in processing”. If my items have SAT for 15 weeks without even being touched, I asked for a photo of proof that my items are safe (wouldn’t anyone getting the run around want proof), then for a full refund and my tapes back. Then they stopped replying.

  

  Business response

  06/21/2022

  Hi ******, 

  Thank you for taking the time to reach out. We apologize you did not receive an immediate response to your email. We took a look and see that you were corresponding with a weekend shift agent, who was not in the office when you reached out on a Wednesday. I see you were sent an automated update letting you know they would be back in first thing on Saturday and we wholeheartedly apologize if you did not receive it. The rest of our team is available M-F by phone at 800-797-8210 if there were ever anything else we could help you with. We apologize for the extended wait time on your order. 

  For context, while our advertised average processing time is 10-12 weeks, that average is subject to change, given the sheer volume and influx of orders we have received during and shortly after the holiday season. We are a relatively small team and this past holiday season we received far more orders than anticipated. Our entire team has been working as quickly an efficiently as possible to not only increase our staff size, but to process each and every order in the order in which it is received. This is not an excuse, but simply to provide some context.

  We see your order had already shipped on 6/13 before we received your last email on 6/15, We apologize if you did not receive the shipment notification. They are sometimes filtered into your spam or promotional folders depending on your email settings. Please do not hesitate to reach back out to our Customer Service team if there is ever anything else we can help you with. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/30/2021, I paid Southtree approximately $400 for 38 - 8mm tapes to be digitized. The first email I received from Southtree acknowledging receipt of my tapes was on March 12th (I sent them in January). The few emails I have received since then have been generic messages telling me my order is in line to be processed. They continually tell me it will be another 4 to 6 weeks before they can get to my order. This has been going on for over 5 months now. My questions are never addressed and often times they do not respond to my emails. I am frustrated to say the least. I am extremely worried that I am being scammed by them. These are irreplaceable family memories. I am just heartsick about this. I would like my 38 tapes back as soon as possible!! I am not able to have any personal communication with them, I only receive generic email messages. I would greatly appreciate your help with this matter. Thank you in advance. Sincerely, **** *** ***** ***** ********

  

  Business response

  06/14/2022

  Hi **** ***, 

  We see you are already working with our Customer Service team to resolve this issue but we wanted to recap the steps being taken below to ensure this happens as quickly as possible for you. 

  For context, while our advertised average processing time is 10-12 weeks, that average is subject to change, given the sheer volume and influx of orders we have received during and shortly after the holiday season. We are a relatively small team and this past holiday season we received far more orders than anticipated. Our entire team has been working as quickly an efficiently as possible to not only increase our staff size, but to process each and every order in the order in which it is received. This is not an excuse, but simply to provide some context.
  We have already reached out to our production team to put a rush on your order. This will essentially pull your order from its place in the queue and bring it to the front of the line for processing. Once it begins processing (you will receive an email) It should be completed within just a few days at most. 

  Please do not hesitate to reach back out to us if there is anything else we can help you with. We see our team has responded to all correspondence since your order arrived on 2/10 and was checked in on 2/22, but if you ever are not able to find a response, please give us a call at ************ as every inquiry is always responded to! 

*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. ↩