ComplaintsforSouthtree

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a legacybox in January of this year, was told to expect a 4 to 6 week time-frame per their advertising and original updates. After approximately 10 weeks, contacted them the first time. Was told it was a holiday rush and to expect closer to 8 to 12 weeks or up to 16. Contacted at 14 weeks, and was told I was "next in the queue." Have now been contacting daily and the business is no longer responding to me. I have asked for them not to touch my materials and to send everything back, along with a refund. There has been zero response from the business at this point. All recent reviews of this company are terrible and point towards a company ruining irreplaceable products. I would like my materials back, untouched, and my money back as no service was rendered as paid.

  

  Business response

  05/26/2022

  Hi ****** 

  I see you have already been in contact with our Customer Service department and has completed your request to have your order pulled and shipped back to you untouched. As requested our team will also follow up with tracking information once the order ships out, which we anticipate should be today. Please do not hesitate to reach back out to our Customer Service team if there is anything else we can help you with. 

  Customer response

  05/27/2022

  
  Complaint: ********
  I am rejecting this response because I have yet to receive anything regarding shipment of my media back. Since I have been asking for this got over a week, I'm unsure why the company seems unable to do so.

  Is my material lost? Some open and honest communication please.

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

  

  Business response

  05/31/2022

  Hi ****** 

  You should have received tracking information when your order was pulled and shipped out, the day after the request was made. We apologize if you did not or if it was filtered into a spam or promotional folder. Your order shipped out on 5/26 and was delivered on 05/29. https://wwwapps.ups.com/WebTracking/track?HTMLVersion=5.0&loc=en_US&Requester=UPSHome&WBPM_lid=homepage%2Fct1.html_pnl_trk&track.x=Track&trackNums=1Z7E5V78YW26904104/trackdetails

  Please do not hesitate to reach back out to our customer service team if there is anything else we can help you with. 

  Customer response

  06/01/2022

  
  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

  05/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I emailed Legacybox support with the following breakdown: My order was checked in on 2/24/22 and the last status update I received was on 4/7/22 stating my order was about to enter the digitizing process. The Legacybox website currently states "Once a Legacybox arrives at our processing facility, our standard processing time frame is estimated at 6-8 weeks." I texted support on 5/5/22 and didn't get a response until 5/7/22. The support rep wrote "many orders will be here a bit longer than our average turnaround time" and "I just checked on your order and everything is proceeding as normal." Obviously my experience doesn't align with what is the normal advertised turnaround time on the Legacybox website. Their response: -- Thank you for reaching out to us. I'm sorry that your order is taking longer than expected and understand the frustration this would create for you. For context, we're currently in our peak digitizing season — meaning that many orders in our facility will be here a bit longer than our average turnaround time. I just checked on your order and everything is proceeding as normal. You'll get another email notification once your order goes into production. Your order should be completed in the next 5-6 weeks. As soon as we've completed your digitizing project and everything passes a thorough quality check, we'll ship your items back to you. And we'll be sure to send you an email with tracking info as soon as it ships out. We completely understand that you are eager to receive your completed order and we are grateful for your continued patience. We hope you'll find it was worth the wait. - It has been 12 weeks so I was basically just told that it will actually take 17-18 weeks to complete my order. Not 6-8 weeks. This is false advertising and the lead time on the website needs to be updated. The online tracking lacks visibility and I am really regretting entrusting this company with my family's invaluable heirlooms.

  

  Business response

  05/23/2022

  Hi ***** 

  We see you reached out to us for a status update but did not hear anything further from you regarding your order past that.  Our team is more than happy to explore other options if you are needing your order back faster. We understand you are anxiously awaiting the completion and arrival of your order and we wanted to let you know the steps being taken to ensure that happens 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 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 and 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 reached out to our production team to pull 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.
  
  
  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

  05/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It’s been 5 months since I placed an order with this company and send my tapes to be digitized, they received the shipment of my (Order ******** Order on January 20, 2022, I contact them a few times about update, and the last time I contact them was on march 30, to which they did respond to they told me that my tapes are in the digitizing process and it will take 4 more weeks, well it’s been over 4 weeks and no more updates. At this point, I would like a refund and get my tapes back!

  

  Business response

  05/19/2022

  Hi *********, 

  I understand you are anxiously awaiting the completion and arrival of your order. I see you have already reached out to our customer service team this morning for an update. Our Customer Service Manager has also reached out to you in hopes of coming to a satisfiable resolution for you. We hope to hear back from you soon to establish the next best steps in returning your order to you. 
  

  Customer response

  05/28/2022

  
  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

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent all of my photos to this company. They are supposed to scan them all and turn them into digital media, then return your photos. They received my order Jan 24, 2022. I still have not received my order, nor my photos back. I have called, emailed, contacted them through facebook and texted. They still do not have a prospective return date for my photos, and they have stopped responding. The updates on their website have also stopped.

  

  Business response

  05/03/2022

  Hi ********, 

  I apologize for any confusion or miscommunication experienced regarding your order. I took a look through correspondence and aside from one chat In early March I was unable to locate any emails from you with the email address provided on your order. We are more than happy to assist you! 

  I understand you are anxiously awaiting the completion and arrival of your order and I wanted to let you know the steps being taken to ensure that happens 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 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.
  
  I have reached out to our production team to pull 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.
  
  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 let our customer service team know if there is anything else I can ever help you with at [email protected]

  Customer response

  05/03/2022

  
  I will withdraw my complaint upon receipt of my digital order and my physical picture return.  While I appreciate your response, I have been receiving the same response for weeks.  Thank you for moving my order to the front of the que.  As mentioned earlier, I will withdraw the response when I receive my goods.
  Sincerely,
  ******** ******

  

  Business response

  05/04/2022

  Hi ********, 

   Absolutely. You should have received an email yesterday afternoon that your order is currently in the digitizing stage. I would anticipate it should be completed within the next two days at most. You will also receive an email once it has been completed and shipped out to you, along with your digital download link. Our customer service team will also follow up with you once it has been completed! Please do not hesitate to reach out to our team if there is ever anything else we can help you with.

  Customer response

  05/04/2022

   

  Thank you for the prompt response.  As stated earlier and in personal emails, I will happily withdraw the response as soon as I receive my hard copies in the mail.  Thank you.
  
  Sincerely,
  ******** ******

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number ******* We sent our treasured photos and videos of a lifetime to Legacy Box before Christmas and paid $125 to have it digitized and sent to us before Christmas. We never received the originals back....UPS said it lost the box (a representative said it may have fallen off the truck. We've been in constant contact with Legacy Box since December, and now have been told that the digitized items may have been deleted. We are beyond heartbroken.

  

  Business response

  04/22/2022

  Hi ********, 

  Thank you for taking the time to provide us with your feedback. I wholeheartedly apologize that UPS has not been able to locate your package at this time. For full transparency, your order number, under the name of ****** is *******, should you need that information going forward. I understand that this was meant to be a Christmas present, but unfortunately while the order was placed on 12/14/21 which was past the Christmas deadline, it was not sent in to us until 2/8/22. The rush processing brought the order to the front of the line and was completed on 02/16/22. Should there ever be an issue, we keep a backup of your files for 30 days only for privacy reasons. We unfortunately did not receive any correspondence regarding the completed order until 3/31/22, at which time while it was past the 30 days our team did double check to see if there was any chance we still had your files available as we would be happy to help! Our Customer Service Manager will be reaching out to you momentarily regarding the next steps. 
  
  

  Customer response

  04/22/2022

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

  We paid $125 to have this order expedited.  We have been in correspondence with Legacy Box since 12/21/2021, and I have all the emails to prove it.  And to only keep the digitized content for 30 days, when you don't know if the originals have been returned (no signature upon delivery when returning the box????).  All the excuses we've received are not acceptable us, and we will explore all the options we have available to at least receive the digitized photos and videos.  

  Order number *******, ****** *****

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

  

  Business response

  04/25/2022

  Hi ********, 

  Thank you for your response. As discussed with our Customer Service team, while the initial box was delivered to you in December, this order was not sent in to our facility until February. The order did have the extra charge for rush processing, which was executed as promised and the order was shipped back to ****** on 2/16. Unfortunately we did not hear anything from December 27th until March 31st, when the initial inquiry about the location of the box was notated. Our team opened an investigation with UPS to try to locate your package but unfortunately, since the order was completed in February, we no longer had the files on our servers as we only keep them for 30 days for privacy reasons. As discussed with Customer Service, we encourage you to file the shipping protection claim with UPS as shipping protection was purchased with the order and UPS will be in direct contact with you from that point forward. We understand a monetary value cannot replace your items, but opening the claim should the package turn up with UPS at a later date will open that direct communication with UPS so you would be the first to know. 

  Customer response

  04/25/2022

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

  It is totally unacceptable, and a lie that there was no correspondence between " December 27th until March 31st."  I have copies of all the emails from December 21st through the present.  There was plenty of correspondence between those dates.  This company will do anything not to take responsibility for anything, and undoubtedly won't until there's some sort of accountability.

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

  

  Business response

  05/17/2022

  While we will continue to work with UPS, the third party carrier who did not complete delivery the package, and Ms. *****, the purpose of this BBB process is to work towards a resolution.

  At this time we submit that we have worked towards a resolution. As part of that, we will continue to work with UPS to locate her package.

  We have fully refunded Ms. ***** the entire amount that she has paid for our services and shipping.

  Additionally, Mrs. ***** purchased our shipping protection package, which in the extremely rare case of non-delivery by UPS, her order was covered by $1,000. We have processed that request at this time.

  Customer response

  05/17/2022

  
  Complaint: ********
  I am rejecting this response because:  I'd like to see proof that they are actually working on locating the lost box.  From my experience dealing with them, I have no trust that they're actually doing that.  In addition, we'd give them back all their money if we had our lifetime of memories back.  No amount of money could come close to being worth what those photos and videos are to us.
  Sincerely,
  ******** *****

• Initial Complaint

  03/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a tape conversion of 50 tapes to be done to USB and DVD. They told me the process would take up to 8 weeks, the order was placed on November 28 2021, it is March 28 2022 and I have not received the items back. ALSO some of the conversions are not the best quality possible, they sent me an email but never gave me a choice if I wanted to proceed with those tapes that the quality was bad, I would've replaced those specific discs, I asked the company for some sort of timeline on when the rest of my order would come and they said it is still not done, I asked for compensation regarding the time it took for the order to be done and they are MUTE

  

  Business response

  03/29/2022

  Hi ******, 

  I see you have left the same response here as on **********, where your concerns were addressed yesterday, but I wanted to follow up with our response here as well for full transparency! 

  Order ******* shipped out yesterday afternoon  and you can follow the progress here: **********************************************************************************************************************************************************************************
  Please allow 24-36 hours for an update to post.
  The second order, ******* including ten tapes was shipped and delivered on 3/22. You should have 10 discs and 10 files on the thumb drive on that order. The first order in transit was the remaining 40 tapes with thumb drive and discs. We apologize for any concern the "existing damage" stickers or email caused. This is just provided by the technicians as a heads up that even though there were concerns which can be due to age or environmental damage, etc, they were able to achieve a transfer. If anything could not be transferred we would certainly let you know as well and offer a refund or credit for the affected items as well.

  As mentioned above, the second order containing 40 tapes shipped out yesterday and will be on its way to you with your discs and additional thumb drive! We wholeheartedly apologize for the delay in your order. While our average advertised processing time is generally around 6-8 weeks unfortunately that is an estimate which has been extended due to the large influx of orders we received before the holidays as well as working with a smaller staff due to illness and covid restrictions. This is not an excuse but simply to provide some context. We understand that the turnaround time was not what you were anticipating, and we have issued a 10% refund on the order. You should have received an email confirmation yesterday when we initially corresponded. Since your second order shipped yesterday, you should see tracking updates within the next 24 hours. 

  Please do not hesitate to reach out to our customer service team at [email protected] or by phone at: 800-797-8210 M-F 8AM - 6PM EST | SAT-SUN 10AM - 6PM EST If there is ever anything else we can help you with. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Legacy box took over four months to copy my dvd's, some tapes and some slides onto CD disks.I wrote and complained and then was told they were on the way. They arrived and the first CD I put in,was a old badly filmed movie? The second a family selling something, the next old tv shows, the next someone advertising plant goods. The next advertising.This is not what I paid for. A few of the disks were mine, but the quality was so bad that you could not watch them. What I sent them was in good condition, you could watch them without a problem. They badly copied a few minutes of some of my dvd tapes( not the whole tape) and left out the rest of the content. Some are snow and you can't see anything. Some are ad's. I enclosed some pictures showing what I received, most of it is nothing I sent in to be copied. I am 72 and paid a lot of money and waited too long to receive this absolute rip off. These are not professionally copied, but horrible quality. Each film and tape was not fully copied.My order number was *******. I don't trust them to go through this long process again. I will send back all their cd's, but would like a refund.

  

  Business response

  03/21/2022

  HI *****, Thank you for taking the time to provide us with your review. I wholeheartedly apologize for any issues with your order and we are more than happy to work with you to have them corrected. I see you reached out to our customer service team on Tuesday evening and one of our Supervisor's responded back to you on Wednesday morning requesting some more information in order to best assist you as your initial email did not include any details. Our team will reach out to you again by phone in hopes of making a connection later today. We look forward to working with you to come to a resolution that is satisfactory for you.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 27, 2022 Adam B*********, Nick M****, Founders Legacybox ******************************************* Dear Messers. B********* and M****: My experience with Legacybox should be in your words "forever." However, my precious memories are not being "enjoyed," I am not being "reconnected," there are no "bonds of love" and no increased "meaning to life." You did not complete my order! My minimum expectation in a written reply to my letter in which you express regret and list possible alternatives in my area. A partial or full refund would show your good faith in advertising that your first concern is your customers and their precious memories. I am not happy! Thank you for your kind attention to this matter. Sincerely, ***************************************************************************************************************************************************************

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/09) */ Hi *******, Thank you for taking the time to express your concerns. I wholeheartedly apologize for any confusion regarding your order, ******* with Legacybox. I do not see any correspondence from you either by phone or email to our customer service team, who would have been more than happy to assist you in an efficient and timely manner! I took a look at your order and I see that unfortunately your audio cassette was unable to be repaired. We do not offer any extensive repairs beyond splicing, I apologize if that could have been more clear. to provide some context, whenever an order cannot be processed you have the option of a refund or a credit to send in additional items on a future order, whichever you prefer which is why a refund is not automatically issued. As I mentioned above, our customer service team is available 7 days a week and more than happy to assist you! There are companies that offer repairs that may be of use to you, such as Pacific Video Repair if that is something you are interested in. Our customer service team has issued a refund for your order, in the amount of $62.72 and you should receive an email notification momentarily. Please reach out to our customer service team at [email protected] or give us a call at 800-797-8210 if there is ever anything else we can help you with.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent 20 items to be digitized to Kodak Digitizing in October 2021. Four of the 20 items could not be digitized. I was offered a credit on another order or a refund, and I selected the refund. Based on the cost of the work ($331.19 charged to my American Express card), I calculate that the refund should be approximately $66. Since then, I have contacted Kodak Digitizing on 27 Dec 2021 and on 1 Jan and 7 Jan 2022. Kodak Digitizing has not responded in any way.

  

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/11) */ Hi *******. Thank you for taking the time to provide us with your feedback. I wholeheartedly apologize for any confusion regarding your order or correspondence with our customer service team. I see you reached out to us on 12/21. While we were out of the office at that time, our team responded to your request on 12/24 and we did not hear back from you. You then reached out again on 12/27 and again we did not hear back from you regarding our response. I apologize if you did not receive the correspondence. It looks like your second inquiry was a reply to our ticket so it may be saved as a thread in your email depending on your email settings. It looks like 1 of your 8mm tapes was blank and we were unable to process 3 of your reels. Our team let you know that we could provide a refund or a credit, whichever you preferred. I see you have requested a refund here so I have gone ahead and processed the refund in the amount of $66.64. You will receive an email notification momentarily as well. If there is anything else we can help you with, please give our team a call at ************. Consumer Response /* (2000, 7, 2022/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from the company is factually incorrect. I responded to each message and each response is shown on the email dashboard as having been delivered. 24 Dec delivered 9:01 ET 27 Dec delivered 12:26 ET 1 Jan delivered 7:49 ET 7 Jan delivered 8:59 ET 11 Jan delivered 10:32 ET I see that the refund has been "processed", but it has not yet appeared in my **************** account. Assuming that the refund does post, I will consider this issue resolved.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 21, 2021 I placed an order to SouthTree to have Thirty One VHS tapes converted to DVD's. My initial payment was $169.54 and then on June 9, 2021 I was charged an additional amount of $87.39. I received the DVD's and my original VHS tapes on July 24, 2021. I have viewed the DVD's and they are horrible. Out of 31 DVD's only seven of them are viewable and they are missing serveral tapes that is not on the DVD's. My original tapes are viewable and there is no excuse for the DVD's to be non-viewable. There is a lot of friction, lines, distortion on them and some are just blank. I am not please with this company at all and I paid them a total of $256.93 believing I would get quailty work back. (Not the case here). *************************************************************************

  

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/02) */ Hello, Thank you for taking the time to share your feedback with us. I regret that our digital conversions of your tapes did not meet your expectations. I've reviewed our contact history and see that you have not reached out to our Customer Support team for assistance with the issues you've encountered. We are always happy to help in situations like this! For a little context, our process is to provide a one-to-one digital transfer of each of your items as they play on our equipment. Since we do not offer any editing or enhancement services, any quality issues that exist on the original item will be present in the digital files. This includes, but is not limited to, drop outs, volume irregularities, grainy-ness, over-exposure, or any issues that arise from the way the footage was originally captured. It looks like our technicians noted existing quality loss on six of the tapes you submitted for digitizing. We'd like to make sure that we achieved a quality match, and make things right for you if we didn't. I'll be reaching out to you via email shortly to establish a direct point of contact. I will look forward to connecting with you soon! Sincerely, Khristy W. ******************** Consumer Response /* (3000, 7, 2021/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I have reviewed my original vhs tapes and they are definitely viewable. On the DVD's you cannot even see a persons face clearly. I really feel that I have been ripped off and would like something done about. I have no problem with returning all their DVD's back to them and have my funds returned. Business Response /* (4000, 9, 2021/08/03) */ Hello, Thank you so much for following up. It looks like you've been in contact with one of our Customer Support team members and you'll be working with them to try to determine the cause of the quality issues with your digital files. We appreciate your willingness to work with us through these issues and look forward to coming to a resolution that is both fair and reasonable. Consumer Response /* (2000, 17, 2021/08/16) */ The Southtree Company has issued me a full refund. Thank you for assisting me in this matter.

*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. ↩