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 has 338 locations, listed below.

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  Lifetouch Inc

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

• 

  Prestige Portraits

  1019 Wilso Dr Baltimore, MD 21223-3232

• 

  Lifetouch National School Studios, Inc.

  74 State St # 7 Phoenix, NY 13135-2212

• 

  Lifetouch National School Studios, Inc.

  3800 Monroe Ave Ste 22 Pittsford, NY 14534-1330

• 

  Lifetouch National School Studios Inc.

  698 Derby Ave Seymour, CT 06483

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:05/11/2023

  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.

  My son and daughter were supposed to get individual and class photos from Lifetouch at ***************** school located in ******, ** *****. Only my son was allowed to get an individual shot, which we didnt pay for in advance. They told my daughter we didnt purchase photos so she doesnt get an individual shot. Its never been like that. We have purchased photos every time after seeing what the photo looked like. Now we cant get that opportunity back. Something needs to be done about that. Also when they took the class photos this year they left all the classroom junk in the background be shown in the photo. Not very professional looking. How about take all the classroom photos at a location that doesnt have things in the background like the gym. Beyond disappointed with Lifetouch this year

  Business Response

  Date: 05/12/2023

  Hello, We called the customer. No answer. We left the customer a VM and sent an email thanking them for their feedback and apologized for the inconvenience. We advised the customer that our Spring picture day is a Prepay picture day & if a prepaid order is not on file before picture day, then most of the time teachers do not send the student to the camera. We provided the customer with a JCP coupon for a free session + 1 free print for the inconvenience of her daughter not being photographed.

  Customer Answer

  Date: 05/12/2023

   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:05/05/2023

  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.

  I order my daughter school which I prepaid for that still have not arrived . plus I didnt receive my digital download. I just curious to know what happened that I got missed receiving my pictures . order # **?02487778 it. Order was placed May 14,2023.

  Business Response

  Date: 05/12/2023

  Hello, we've advised the customer there is not an individual image of the student. We've refunded the customer the remaining amount for their order and offered a complimentary class picture.

• Initial Complaint

  Date:05/02/2023

  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.

  My son took school pictures at ************ Elementary on 3/1/23. I paid for pictures on 2/28/23. My Order Number: 55?98347853 is as states and the Picture Day ID: EVTSN9FFK is as stated. I waited until the end of March to reach out and find out where the pictures could be. It has never taken this long to receive the digital image. When I called I was told they had not come back from the lab and I was issued a refund and told I would still get the pictures mailed to me. I called two more times in the month of April and was told there was an issue with the lab and a ticket was submitted for me {Case# ******}. I called today to discuss the images and rep hung up on me when requesting a supervisor. I want my sons images I was told I would receive after waiting 2 months.

  Business Response

  Date: 05/08/2023

  We do not have an individual image of the student. We did reach out and let the customer know. We are sending the class picture and we did a full refund.

• Initial Complaint

  Date:05/01/2023

  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.

  I used lifetouch for both of my sons graduation last year. I ordered all my pictures, waited until I received them and when I did, I didnt get the pictures I ordered and didnt get the retouch I had asked for. For one of my sons, all the pictures I had ordered were from the retakes he took, yet more than half of the ones I received were from the first take. I sent them a message right away requesting them to fix it. Almost one year later I am still dealing with them to get the pictures I ordered with the proper retouch. Be careful and use anyone else them them. I dont recommend them at all. Buyer beware!!!

  Business Response

  Date: 05/02/2023

  We are unable to handle ******** systems. I have forwarded this to our ****** Team.

• Initial Complaint

  Date:05/01/2023

  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.

  Impossible to receive any help. I am trying to order my son's Senior photos but unfortunately have misplaced the proof package that has the code information to place the order online. Tried calling the 800 number but am unable to speak with a live person. The system refers one to the Help Live Chat. Once there, I chatted with three different agents, nobody could help because they only have access to K-11 grades. I was transferred to a specialist who also informed me they could not help because they only deal with K-11 and referred me back to the 800 number and an email. I sent an email which referred me back to the live chat. I then chatted with a person I had already chatted with and expressed my frustration. He referred me back to the 800 number and suggested not to select an option but by not selecting an option I was disconnected. I understand & take responsibility for having misplaced the information I need, however I should be able to speak with someone from Lifetouch that can give me this information. i am a very frustrated customer who has been purchasing ********************** photos of my children since ****! Based on my experience with Lifetouch, customer service is a thing of the past.

  Business Response

  Date: 05/02/2023

  We reached out and provided the codes for ordering.

• Initial Complaint

  Date:04/28/2023

  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.

  I ordered a package of photos of my son. The package included hard copies of the photos and digital copies. The hard copies were delivered, but they were not cut apart. I don't have a paper cutter to separate the photos myself. I didn't know I needed one. I did not receive any downloadable digital copies of the photos that don't have a copyright printed on them. The picture day ID is ********** The Security Code is 7QZP5BET First name is ******* Last name is ***** I want access to downloadable digital copies of the photos without any copyright printed on them. I also want Lifetouch to send me hard copies of the pictures that are already cut apart.

  Business Response

  Date: 05/04/2023

  We were able to get the digital images sent to the correct email and also processed a 25% refund.

  Customer Answer

  Date: 05/05/2023

   I am rejecting this response because: A link to download the digital pictures was sent, but the pictures didn't download. A message would pop up saying that the pictures were downloading, but they never did download.
  
  
  

  Business Response

  Date: 05/08/2023

  We received an email on 5/5 stating that her Husband was able to successfully download the images.

  Customer Answer

  Date: 05/08/2023

   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:04/27/2023

  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.

  So my son took his school pictures MARCH 7th it was supposed to take 2-3 weeks to get them back. The school said they received nothing for him and I had no update tracking online so I decided to reach out to the company myself (I did so 3 times)-1st time they had no record of him even taking a picture -2nd time they had no record of him taking a picture but they were escalating it because payment was made and I confirmed with the teachers his picture was definitely taken (I never even received a update) - 3rd time (I reached out again because wtf its been 2 weeks since the escalation with no update and they said 3-5 days) well now I was told they can see my son definitely took his pictures that they are trying to locate them but they will have to check with the photographer for the photos I dont trust these situations because how do you lose 1 a child's pictures that should be on the same SD card or whatever as all the others, how did you not have record of it for almost 2 months but you can magically have record but cant see them. Do these photographers not have to turn over every picture? I dont even care about the money just the pictures. There has to be someone higher up I can talk to rather than the regular day to day agents that give me the same answer over and over. To many sick individuals in todays world and my child is not the only one that this has happened to. I am being told this is an ongoing thing.

  Business Response

  Date: 05/03/2023

  We have tried by phone and email to reach the customer without success. Unfortunately there is no image for this student and a full refund has been issued.

• Initial Complaint

  Date:04/24/2023

  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.

  Lifetouch lost my student's images earlier this year. When I initially contacted them they said I needed to wait an additional two days for the photos to load. After two days and no pictures, I was told to wait a week. After waiting the full time I chatted again and they said that the images had been lost. I had to press for what could be done at which point they offered to try to locate the images. It was a frustrating process but eventually the photos were found. Lifetouch offered nothing and it was past the school ordering deadline by that point. Then, when the rest of the class photos were delivered, the teacher informed me that my student was missing from the teacher packet. My student was missing from the class photo as well. Because Lifetouch lost my student's photo, she was not included in the class photo collage for everyone who ordered it. She will not be in the yearbook either. I have chatted, called, emailed, and spent hours trying to resolve this. Lifetouch has been extremely rude and unwilling to help. They closed my case without any resolution. At no point during this headache have they offered anything, not an apology or even a free photo. All I asked is that they fix the teacher's packet because she needed it for a project and obviously wanted the whole class represented. Lifetouch lost the images and because of their carelessness in fixing it my student is not included in any of the photo packets that should have been there, nor will she be in the yearbook.

  Business Response

  Date: 04/27/2023

  We reached out and were able to get a complimentary package ordered. We also sent a form to the lab to see if they could make another composite adding the image.

  Customer Answer

  Date: 04/27/2023

   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:04/18/2023

  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.

  I ordered magnets for school picture day photos in January. The proofs were delivered and the magnets were to follow as they were a specialty item. It's been 2 months and no photo magnets have been delivered. There is no way to contact the business and no where on the website to request a refund or get an update on when the magnets will be delivered.

  Business Response

  Date: 04/24/2023

  We reached out to the customer and got an adjustment order in. Order # CU007RQG22.

• Initial Complaint

  Date:04/14/2023

  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.

  We ordered a school picture and a class photo of our child at the ********************************* school in **********. It took months to receive our very mediocre school picture but I never received the class photo I was charged for. I managed to get through to the company who promised to send me a class photo but wanted to charge for it. After explaining it several times, the lady got it and offered to send it for free. It never happened and now it is completely impossible to get through to a person at the company. I just get hung up on and the chat doesn't work. I am going to have to dispute the charges with my credit card.

  Business Response

  Date: 04/17/2023

  We have refunded in full and are awaiting the Portrait ID from the customer to send the class picture.

  Customer Answer

  Date: 04/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting the promised class photos. Once they arrive, I find that this resolution is satisfactory to me.