Portrait Photographers
Lifetouch IncHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Lifetouch Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 309 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/05/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the 2nd year in a row, Lifetouch has not provided the class photo before the conclusion of the school year. The class photo was taken in on 11/17/25. I reached out to Lifetouch several times in 2025 and was told to sit and wait and that the photo will arrive. The last time I contacted them was 5/12/25. At that time, ******** G said the photo would arrive before the end of the school year and that she would contact the studio and provide an update. That never happened. Now on 6/5/25, I reached back out to Lifetouch and Brttany G said the studio has not responded has (and she did not follow up) and that photos maybe will be delivered sometime next school year. Help. Please. All I am asking for are the photos I paid for in November 2024. Can anyone at Lifetouch please contact the studio you contracted and provide an update as to when the class photos will be delivered to us. If you provide the studio information, I will contact them and ask for an update myself. Heck, I will even pick them up and hand deliver them to the school. Please also note that these photos are showing they will ONLY be available until 8/21/25. That is before the start of next school year. I am very skeptical of the "sit and wait till the start of the next school year and then you will receive your photos" approach that Lifetouch is taking when their website is showing they will delete the photos before we receive them.Please, help.Business Response
Date: 06/10/2025
We have confirmed with the local office that the class portraits are scheduled to be printed and sent to the school. We have alerted the customer as well.Initial Complaint
Date:05/23/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been trying to get a refund for my son's school pictures for 7 MONTHS now&they keep lying&changing their story.His pictures were taken on Oct.11,24.They cashed my check on Oct.16,24.The envelope arrived without any pictures in it,only the smilesafe card was inside.1st I was told I would receive my refund in 3-4 weeks.After 4 weeks I call&now they say 6-8 weeks.After 8 weeks their system magically broke down so my check wasn't sent&they have to reissue me a new one.Then on March 5th I get an email saying a refund check was sent to me on Feb.10th,25.I responded asking why I don't have it then&they said it takes 6-8 weeks to receive it in the mail so I asked what state they are located in because I have shipped&received things from ***** in 2 weeks so how does a papercheck take 6-8 weeks to get to me?They refuse to let you speak to the finance ****&claim every phone in that entire **** only makes internal calls&they aren't allowed to call outside the company.I asked to speak with Supervisors&I have spoke to 2 already that say they are working on getting it done but I still have not received my refund check.I was told by a supervisor that what actually happened is the agent that took my information sent the information to the incorrect department,that is what the issue is that postponed my check.2 weeks after that I was told the person it was given to was out of the office.After that on April 9th I was told it had been sent to me.On May 15 I still didn't have it so I contacted again&was told on May 20 it should have already arrived but I never got it so they are submitting yet another request to have a new check processed and sent to *****'s a never ending cycle of lies because I have Informed Delivery with the postal service&I get notified of every piece of mail&pkg that is coming to my place before it even arrives so Lifetouch lied again because they never sent it&they refuse to do a refund to my debit/mastercard from that SAME account I sent them the check fromBusiness Response
Date: 05/27/2025
We confirmed with Finance that none of the previous checks have been cashed. They issued a new check today and will mail it tomorrow. We have also let the customer know. The check will say Shutterfly, not Lifetouch. That may have been what the issue was.Customer Answer
Date: 05/30/2025
I am rejecting this response because: There were no checks cashed because there were never any checks mailed&the type of envelope used would definitely not make any difference at all because the post offices deliver envelopes in every shape&size. Plus #1-every time I contacted someone at Lifetouch they would tell me that when they *issue a check*in their system&the check actually being physically printed out&mailed are 2 completely different things&that is why it takes 3-8 weeks for someone to actually receive a physical check.#2-Not 1 person I talked to could ever find an actual printed out date&when asked they would either put me on hold to call the finance **** or tell me they would talk to the finance ****&get back to me&every time *that process* was the response the finance **** gave them to tell me as to why the check was never printed. If it had ever been physically printed out then the finance **** would have been able to give me that date instead of the response that their 'process' is the excuse.The very last time I heard from a supervisor on April 14th they told me that it was their understanding that a check had finally been printed&sent out but when proof of this was requested from the finance **** they did not provide it. I waited an entire month but nothing came again so I reached out again on May 15th for an update.Since I filed this report with the BBB I was told that a check should mail out on May 28th&can take 7-10 days to deliver so I would like to keep this ticket open to see if it actually happens.Initial Complaint
Date:05/21/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our school partnered with Lifetouch for school photography services on March 6 and March 7 of this year. As of today, nearly three months later, I am still actively contacting Lifetouch to address multiple ongoing issues that were communicated over two months ago. The quality of service has been incredibly disappointing and has caused unnecessary stress for our staff, students, and families. The issues began immediately after picture day:1.Staff Names Misspelled: Despite sharing a clear and accurate spreadsheet of staff names. 2.Student Photos Mismatched: We provided accurate class rosters, yet some student photos did not match the correct names.3.Yearbook Website Errors: Our 8th grade photos were not uploaded to the yearbook website, causing us to miss our publishing deadlinean unacceptable oversight.4.False Payment Claim: Lifetouch falsely claimed our school owed payment. This was never communicated, and in fact, our board had already approved and released the required funds.5.Missing Photos Online: Even after repeated attempts to resolve issues, some 8th grade students and staff members were still missing from the yearbook website.6.Undelivered Photo Packages: Several students who paid in person (over $50 each) never received their photo packages.7.Incorrect Delivery: When Lifetouch finally attempted to send out the photo packages, they delivered the wrong ones. Later, we discovered our yearbooks shipped to an entirely different state.8.Disruption to School Operations: These repeated errors disrupted our yearbook production timeline and damaged our schools relationship with families who paid for packages they never received.I am frustrated beyond belief. The repeated miscommunications, lack of accountability, and failure to deliver on their commitments have made this one of the most disappointing vendor experiences I have ever had. I do not recommend Lifetouch to any school or organization expecting professionalism and reliability.Business Response
Date: 05/22/2025
Our office cannot correct these issues. We have forwarded the complaint to the appropriate person, the Area Manager, *******. Her office will be reaching out to the correct these issues.Initial Complaint
Date:05/20/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/8/25, I ordered prints from Lifetouch, totaling $59.82. The photos were taken at JCPenny portrait studios, but the prints were ordered on Lifetouchs website. The order # is LTO996991273 and is associated with the email ********************** The order was created and shipped via *** on 4/9/25. Tracking number is ******************. The shipment progress shows that the package has been stuck in the same location since 4/12/25, so I believe it to be lost.On 4/22, I contacted a Lifetouch costumer service representative through chat. The representative assured me the order would be reprinted and I would receive it in 5-10 business days. I waited 2 weeks and didnt receive the reorder, nor did I get any kind of confirmation or tracking information for the reorder. On 5/6, I contacted Lifetouch over the phone to ask about the status of the reorder, but there was no record of any reorder being created. The customer service representative once again assured me that Lifetouch would reprint my order and I would receive it in 5-10 business days. Once again, I have received no confirmation of this reorder or any tracking information. All I was given is a case #********. I have yet to receive the order and have little confidence that I will.Business Response
Date: 05/22/2025
We were able to find the mistakes that were made on our end. We have since contacted the customer, verified the address and got the remake into production. We also asked for rush shipping and gave a 50% discount for the inconvenience.Customer Answer
Date: 05/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:05/14/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not had the best experience with lifetouch at all. From having issues with their system and uploading the pages to problems with customer service. I had issues submitting the yearbook because their program is glitchy and not user friendly but ultimately I turned it in. I asked my representative what the *** would be and was told a specific date. After submitting, the yearbook was flagged for copyright but my school responded immediately and got it resolved. I was extremely worried this would affect the delivery date so I contacted my representative and she told me it should not affect the date. Now we're 2 days away from the date that was promised and it is not shipped yet. I contacted my representative again and she did not know and also claimed that she told me that we would not receive them on the original due date but she did tell me over the phone that it should still come on the original date a few weeks ago. She told me she had a meeting and told me she would text me. I didn't hear from her so I used the live chat option instead. They told me *** is a date that is 3 WEEKS LATER than what was promised. Our last day of school is next week. I asked if there was a way to expedite this process because I think it's very unfair and unprofessional that a date was promised and now our students might not get their yearbooks because of this issue. I was asked if I would PAY EXTRA for expedited shipping! For an issue that we are not responsible for I don't think we should have to pay extra. It feels exploitative that I was even asked that. Bottom line, I am incredibly disappointed and frustrated with the way that this is being handled. This experience makes me not want to ever use Lifetouch again and to recommend to everyone I possibly can to not use Lifetouch for their yearbook orders.Business Response
Date: 05/21/2025
This is not a matter that we, the National *************** handles. We did look into the matter and found that this yearbook was turned in late due to certain issues. The customer is working with the Account Specialist ***** on this matter. We have been in touch with her as well.Initial Complaint
Date:05/12/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My child is a minor In high school student He is on a list for no picture No likeness No quotes No information release No photos or any data shared electronically Today life touch released photos fo his past! They should have no photos period. They should have none archived. They should have. None associated with his name They should have none online I am pretty sure even without my restrictions it's illegal to have pictures of minors online without permission If something happens to my child life touch would be named in every possible media outlet I could find It is dangerous in todays world to have/ post/ or distribute pictures of minors I want his pictures removed from all archives I want proof of this I will take further action if needed!Business Response
Date: 05/13/2025
Our goal is to delete all images 11 months after they are taken. We found that for some reason some images were not purged. We set up a site for those images giving customers a second chance to purchase. Each student has a unique link that only the parent has. No one else can see the image(s). In this case we have taken the proper steps to have the student removed from all platforms they may appear on. We also delinked the customers email so no further correspondences will be sent once it is done. We have spoken to the customer and relayed this as well.Initial Complaint
Date:05/09/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Lifetouchs photos were not received after a couple weeks. After contacting them, they confirmed not even shipping orders until 2-4 weeks after receiving them let alone the shipment time. They do not warn people about the 2-4 delay in shipping. We would have chosen another option if we knew about the delay.Business Response
Date: 05/12/2025
For prints it is 2-3 weeks after picture day to receive. We have to give the photographer time to upload all images and then the lab has to process the orders.Initial Complaint
Date:05/01/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered graduation pictures on April 29th and cancelled order on the 30th with a representative of the company. I was told that my card would not be charged as the order had not been processed, and I would receive an email shortly. 8 hours later I had not received email so I reached out again and was told that they were cancelling order and to expect and email shortly again. Never received email and on May 1st noticed my credit card has been charged, and tracking order is still moving forward. this is very dishonest and unprofessional. I feel like their representatives just string you along long enough to get payment to clear and then tie everything up in red tape...Business Response
Date: 05/02/2025
Hello, we have cancelled this customer's order and processed her refund. We tried to call her to let her know the refund will reflect within 3-5 business days but she hung up as soon as we introduced ourselves. We sent her an email to let her know.Customer Answer
Date: 05/05/2025
I am rejecting this response because:
I was never called by a representative of this business, and never hung up on anyone. I will gladly accept these terms when my money has been refunded to my account.I am not a lady but a gentleman, so I am unsure who they reached out to. My name and everything clearly identifies me as a man... They did finally send a confirmation email, but at this point I am a bit untrusting of this company.Business Response
Date: 05/08/2025
We were able to successfully reach the customer by phone today after several failed attempts. We let him know that the order was cancelled and a refund was done on 5/2 and will reflect back into the account within 7-10 business days.Customer Answer
Date: 05/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:04/10/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im writing to let you know I heard back from Lifetouch company concerning my *************** solved the problem. I will be receiving my yearbook from the school on April 25, 2025. Thanks so much for all your help!Business Response
Date: 04/15/2025
You're welcome.Initial Complaint
Date:04/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have paid for digital images from Lifetouch Photography and never received my images. I have connected with numerous services representatives who all give different answers about how long the downloads take to get ready (24 hrs, ***** hours, 5-7 business days). They just keep pushing it back and they will not arrange a refund.Business Response
Date: 04/16/2025
We have made numerous attempts to reach this customer via phone and email. With no success. We do see that the digital images are indeed in her Shutterfly account.
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