Complaints

This profile includes complaints for Lifetouch Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lifetouch Inc

  11000 Viking Dr Ste 400 Eden Prairie, MN 55344-7242

• 

  Lifetouch National School Studios Inc

  495 Aero Dr Ste 100 Buffalo, NY 14225-1463

• 

  Lifetouch National School Studios Inc

  4295 Harris Hill Rd Buffalo, NY 14221-7471

• 

  Prestige Portraits by Life Touch

  1607 Rt 300 Newburgh, NY 12550

• 

  Lifetouch National School Studios Inc.

  2382 Hempstead Turnpike East Meadow, NY 11554

The 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:07/10/2023

  Type:Order Issues
  Status:

  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 tried all the means I can find to contact LifeTouch, and still cannot seem to get in front of someone to get an answer. For example, I've been staring at a spinning wheel on their web chat window for the last ****************************************** issue form, and their phone line offers no possible option for speaking to someone live. I'm just trying to find out what's going on with an order I paid for four months ago (order says expect delivery within 5-7 days). The order page says the status is no longer available, and yet also acknowledges I never received my photos ("arriving soon!" to the school that will be closed another month for summer). Their *********** page says if your status is "Status No Longer Available", it means: "The order status is no longer available. If you have not received your order, please contact us." Insult to injury--they are impossible to contact! Lifetouch obviously doesn't care about customer service or transparency.

  Business Response

  Date: 07/13/2023

  We have tried repeatedly to reach this customer. We have left voicemails with the correct phone number for a callback. There was no email provided so we could not try that way.

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  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 6/13/2023 Prestige Portraits owned by Lifetouch took senior pictures of my son at his school. I paid a $40 sitting fee for the Deluxe package, which includes ***** poses, 7-9 backgrounds, and up to 4 outfits, according to the website and brochure sent when signing up for a sitting time. My proofs came in, there are 15 pictures total, and they only used 3 backgrounds because they were ******* through everything. I assume it was because they were running 2 hours behind and basically were herding the seniors through like cattle. I did not get what I paid for. My sitting fee included 7-9 backgrounds, 3 backgrounds total is not sufficient. I believe they simply did not want to take the time change out backgrounds for different students to accommodate their outfit choices. I had every intention of buying photos with the company assuming they were good. However, even in some of the proofs you can see a part of another backdrop, and they look hurried. No time was taken. I will now have to hire a real professional to take the photos. I simply want my sitting fee back as it was a waste of $40, not too mention the time I took off from work unpaid and waited for the crew to start the work.

  Business Response

  Date: 07/05/2023

  We were able to refund the Session Fee and let the customer know we can crop the backdrop out of the images. We also offered to to see if the local office will accomodate another session to get more poses.

  Customer Answer

  Date: 07/05/2023

   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:06/25/2023

  Type:Delivery Issues
  Status:

  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.

  Order placed in March 2023 for middle school sports team photos. Lifetouch took the photos for 4 girls basketball teams that day. I ordered a ********** that included individual pic of my child and a team photo. The team photo was wrong. Was wrong for every student who ordered one. LifeTouch said theyd correct issue and send correct one. They sent the same wrong photo. They continued to sent wrong photos three more times. I asked for a refund and was told TWICE theyd refund my money. They never have. Ive been nothing but nice to them on chat and they blocked my email from chatting now. So because they dont know how to fix their issues they just block customers from complaining or asking questions about getting the item they ordered and PAID for. Ive been told multiple times someone higher up would contact me and theyd get the correct photos sent but this has yet to happen. They messed up team photos for 60 girls and arent organized enough to fix the problem. It shouldnt be hard. You match the girls to the 4 team photos you took on a certain day. At one point they even sent me a team photo that was taken LAST year of an entirely different team. Why on earth would you go back a year and think that was the way to solve the problem? The kids werent correct, the coach, or even the team uniform colors. Does no one look at these pics? I wouldnt recommend anyone order anything important from them unless you want to miss out on important schools photos and memories. Read other reviews. Schools should look elsewhere to get student photos done. Theyve also ignored the athletic secretary as shes also been trying to fix issue. Very disappointing to get pics that arent even of my kid. And disappointed in the response to fix problem. Id like a refund and the proper items delivered. Super poor customer service.

  Business Response

  Date: 06/27/2023

  The class picture is on its way and we have provided tracking to the customer. We have also submitted e refund request which should process in **** business days.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  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.

  Both JCPenny studios in ********* are run by a manager who is very insensitive about speech/voice disabilities. I have a muscular vocal condition. I make appts online. You answer session questions online but they insist on calling to discuss. I have extreme difficulty making phone calls. The 3x that I went, they werent that persistent. One of the lady was courteous enough to text me. I told her and the two other ladies at subsequent visits that the phone calls stress me out due to my disability and that I cant make calls. Apparently nobody ever noted that on my account. This time a manager called me two days in a row and left me voicemails. The second one she said that I MUST call back. Because of my disability, that puts me into immediate anxiety. Its totally unnecessary when I scheduled online and indicated the pertinent info already on the online form. I asked a friend of mine to call. She called got voicemail and told them she was calling on my behalf and confirming my appt for photos of my toddler daughter. She clearly informed them that I cant talk on the phone so if she had other questions that I could be reached by text or email. The manager found it so important to know what my four year old was wearing, she decided to persist that a vocally disabled person call her, even after being told today that I could not. She left a voicemail saying they cant communicate by email or text (even though one of her employees did that for me previously) She said I HAD to call her back! Why couldnt she just let me come in at that point like every other photographer has in the last 12 years that I have been getting my kids photographed? I was so anxious and upset I struggled to call and I told her in my stained voice I want to cancel and reschedule with anyone but her. I was rightfully upset.She said if I told them they could have noted account. I yelled I already did and she HUNG up on me. I rescheduled online at a different location. She CANCELED that one too.

  Business Response

  Date: 06/26/2023

  We have spoken to the customer and the local JCP office. We did ask for another session to be scheduled as well. 

  Customer Answer

  Date: 06/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have spoken with both customer service and management and they handled my issue appropriately. Thank you. 

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  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.

  Bought 2 sets of images full packages for full price. Spent over 200 dollars in hopes pictures come out nice. My babies look 3 shades darker than they are. They made their skin match the beige background. Looks blurry and fuzzy. Not acceptable

  Business Response

  Date: 06/27/2023

  We have reached out via phone and email unsuccessfully. The level of retouching wanted is beyond what we are capable of. We did refund $79.23 on each order.

• Initial Complaint

  Date:06/17/2023

  Type:Delivery Issues
  Status:

  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.

  I placed an order on 3/16/2023 for school photos. I received a confirmation email for order # **?03048868 and money was charged to my credit card. No further communication has been made by the company and no digital images were sent. The FAQs on their website advise that images should be available in 2-4 weeks. Company only provides email support to business customers, not individuals, and thus far phone and chat support have been unavailable at times I have tried to reach out for assistance.

  Business Response

  Date: 06/22/2023

  We were able to get a first response from the customer via email. However we have not had any more responses. We went ahead and refunded the customer.

  Customer Answer

  Date: 06/22/2023

   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:06/10/2023

  Type:Product Issues
  Status:

  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.

  2 years ago I wanted to order my daughter's graduation photos, but Lifetouch provided the wrong code of my daughters graduation photo. It was labeled to another person. It took some calls back and forth to rectify it. This occurred prior to pandemic. As I tried to order multiple times but Lifetouchs website was not working to order the correct photos during 2020-2021 due to the pandemic. Due to recent update to their website, I was able to select her photos and put in the cart 2 weeks ago. When I went to finalize my selection and purchase the photos, the photos are gone. There is no phone number to talk to customer service. Instead only chat/text is available for special events photos. I tried 4 times in the past 2 weeks but no one is able to access the photos. They tell me the photos are gone. I asked how that is possible as I just put them in the cart 2 weeks ago. I asked to talk with supervisor and every time they have no record of me asking for supervisor to assist. No one has contacted me by email or phone . I really need my daughters graduation photos before they delete them. NO WHERE on the website does it say the photos will be no longer be accessible after a certain time. This business is a monopoly, no one is responding to rectify this issue, and there is no verbiage the photos will no longer be accessible after a certain time. These photos are really important as no one is allowed to come up to take the photos of graduate except Lifetouch so at least they should make them accessible regardless of time. If there is an expiration, then they need to let the consumer know that they will no longer be available after a certain time. Please assist in contacting someone at Lifetouch to get my daughter's graduation photos.

  Business Response

  Date: 06/13/2023

  The images were taken in 2019. We hold them for ***** months from the date of photography. Unfortunately with all of the students we photograph we cannot keep the images  for more than 2 yrs. We do understand the issues that have went on with the pandemic, and we do offer an Installment Plan that works like a layaway for our customers to use, however these images have been deleted. I apologize for the inconvenience.

  Customer Answer

  Date: 06/18/2023

   I am rejecting this response because:

  The company does not disclose anywhere on the website that the photos are held only for a certain time.  They should warn the customer before deleting. 

  Also how can the photos be available a few weeks ago and now they have been deleted?   

  
  

• Initial Complaint

  Date:06/07/2023

  Type:Delivery Issues
  Status:

  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.

  Sports pictures were taken at ****************** School in March 2023. The pictures sent to me from my purchase were not my son, but another player. I contacted Lifetouch by phone and subsequently have several emails regarding the problem. It took them until May 16th to figure out what had happened and correct the problem. On May 18th, I received another email confirmation for my already paid for (in March) order. Since I had still not received my order, I contacted Lifetouch again on May 30th. By reply email on May 31st, I was told that it will take 2-3 weeks for my order to arrive. I stated that is unacceptable and that they should be accommodating me with a quick turnaround since they messed this up and so much time has passed. I was told that there is nothing that can be done and no one else to speak with. It is now June 7th and I have not received the photos that I paid for or even a confirmation that they have shipped.

  Business Response

  Date: 06/09/2023

  Hello, we've spoke with the customer and provided her with the tracking number for both of her orders. She stated she is satisfied with the resolution.

  Customer Answer

  Date: 06/12/2023

   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:06/07/2023

  Type:Service or Repair Issues
  Status:

  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 purchased a package and the pictures that they sent over do not look like the samples I ordered. I have reached out via chat and phone and there has been no resolution to the point in which they state they can not even find my order. which I provided. The customer service is so poor and unavailable.

  Business Response

  Date: 06/07/2023

  We were able to assist the customer with the ******** Order. They are a separate company who we photograph some events for. We asked that they reprint or refund the customer.

• Initial Complaint

  Date:05/19/2023

  Type:Sales and Advertising Issues
  Status:

  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 paid for a picture package from Lifetocuch Photography for my son's spring pictures. I have an email confirmation and even bank records that they took my money and still have not given me a package. I can't get ahold of anyone to ask about this. I have tried to call various numbers, tried "online support" which kept telling me they had no records of my account before booting me off. They need to be held accountable and this needs to be marked on their BBB profile because I will never go through them again. In this economy, they should be ashamed of themselves for taking hard-earned money from parents that are just trying to keepsake their little one(s) school years.

  Business Response

  Date: 05/22/2023

  We were able to reach the customer and she provided the security code. The students name are mixed up in the system. First name listed as last, last as first so the image did not attach by name. This has been corrected and the order submitted.