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Business Profile

Portrait Photographers

Lifetouch Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Portrait Photographers.

Complaints

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

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Lifetouch Inc has 338 locations, listed below.

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    Customer Complaints Summary

    • 308 total complaints in the last 3 years.
    • 77 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2023

      Type:Product Issues
      Status:
      Answered
      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 requires that you pay in advance for photos, sight unseen. It has been that way for more than 14 years and I have never asked for a refund or for pictures to be retaken. However, my daughter's cap and gown pictures were not good and they are a waste. I will NOT send these out. For the first time, they sent a proof of my younger daughter's spring pictures. After much resistance, they did finally agree to credit the cap and gown photos for my younger daughter's spring photos. However there was a technical issue on their end and when the agent called me back, my phone was about to shut down, I had plugged it in and missed the call. I have been given a phone number that you cannot reach an agent, only chat. I need to get back to the guy I had spoken to so I don't have to deal with someone who wants to back out on the agreement. They say they can't call, but that is not true since I spoke to a live person on the previous call. I think they are stonewalling me and want me to give up. They don't know me very well. My husband is an attorney. My next step if this doesn't resolve the matter is to file legal action and I will be taking this to every social media site I can find.

      Business Response

      Date: 03/23/2023

      I called and spoke to *******************. I was able to get an adjustment in for the Spring photos and apologized for the inconvenience.

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 was told by a Lifetouch representative named ******* that my child would be able to schedule an appointment for Saturday, March 25, 2023 at 10am to take her eighth grade cap and gown photos. ******* instructed me to confirm the appointment time directly with the studio. When trying to reach out to the studio, there were extensive hold times and when there were finally responses, no one knew who ******* was. I attempted to file a grievance and was told someone from the studio would be calling me back in 5 business days. On 3/20/23 I received a call from ******************** who refused to supply her last name or representative identification number. ******** claimed she could only offer a possible (unconfirmed appointment) which is the same thing that happened when i spoke with *******. I inquired if i could speak with someone else who could correctly handle the issue and she refused to transfer me. she further went on to claim shes the one who answers BBB complaints and shes the highest in the company. I asked was she the owner? She said no and still refused to honor the appointment time set for 3/25/23 for my childs photos!

      Business Response

      Date: 03/23/2023

      This matter is has already been addressed and an accommodation offered. The studios are for Seniors being photographed thru Prestige, not underclass. We did get the studio involved and a Rep from has spoken to the customer as well. They did offer to photograph the student during one of their upcoming picture days. The customer is not happy with the location. The decisions made for studios are made by the studio, not us here at the **** There is nothing else we can do.

      Customer Answer

      Date: 03/23/2023

       I am rejecting this response because:

      I spoke to a representative named ******* who is employed at Lifetouch. ******* initially stated that my child could complete an appointment at the ****** location on 3-25-23 at 10am. When I reached out to the studio to confirm the appointment, i was not able to reach anyone by phone as the number listed for the location is invalid and when i called the number ******* supplied I was given different information. I have received less than good customer service as well as continued conflicting information. I was told today that I supposedly received a call from the ****** location supervisor which was a lie. I was also informed that ******* was under the impression that my child was a high school senior which was also a lie as i informed her that my child is an eighth grader in middle school. All in all this company has provided an unwarranted TERRIBLE experience!

      Business Response

      Date: 03/27/2023

      We are the National *********** based out of *******. We assist with orders and questions about picture day. We do not schedule pictures or have anything to do with scheduling for schools or taking pictures. The local offices are in charge of that. We did call the ****** studio *************) while we had this customer on the line. We were told they would not be giving her a retake and that they had previously told the customer this on two occasions. They are a Prestige (Seniors) studio not a Lifetouch Underclass studio. ******* is willing to do the retake on 4/29. We have exhausted resources in trying to assist this customer. The ********************** make the decisions, we can only ask.

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 was only given two seconds to sit down, and his photo was taken without smiling a natural smile because he didnt have time. When he suggested to the photographer to retake it, because he was not ready, she told him no, and made him get up and she sat the next student down. I called license to tell them what happened they gave me a reference number about the complaint and advised that there was a retake day and that they would have a talk with the photographer to ensure that this didnt happen again. Instead, it looks like the photographer showed up again or Someone like minded who decided to tell him he could not take a retake picture. I cannot tell you how mortified I am to have to order pictures from them again from 7th through 12th grade for my son and then I have to have my daughters senior portraits taken by them as well ? I have no clue whos in charge, there is no manager in any offices for the East Bay region. No one in charge who cared to call me back, no one cared at all. I feel the need to self advocate, because this company surely cares nothing for its customers. The problem is that they have grown far too big, they serve too many communities, they make so much money that they do not have to care .How do you make a company perform properly BBB? You cant- as of today, *** contacted them twice. I have two reference numbers they are fully aware of the problem, acknowledged it, and did nothing about it, but make it worse. If lifetouch wants to know what my goal is, its to be connected with a manager in ******************* who cares to rectify the situation. I asked for a private retake since they were unable to provide this on site at the school since the ***** number does not allow you to speak to management. To be ******* clear I will keep complaining until *** been contacted and my son has been given a chance to retake his six grade photo. They only have 7 weeks of school left.

      Business Response

      Date: 03/20/2023

      We reached out to the studio and were able to get the student scheduled at a different location. The customer has been contacted by them as well.

    • Initial Complaint

      Date:03/18/2023

      Type:Delivery Issues
      Status:
      Answered
      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 my daughters volleyball pictures that were taken on 10/5/22 at her school. I haven't received this order, and my order status states the order is still processing. These are important photos and I would like to have them. At this point, I feel a refund, along with the pictures, is warranted. Lifetouch takes on these orders and should be able to fulfill them in a timely manner. Losing a digital photo is unacceptable. Again, Lifetouch took on this ************ should able to rely on them to do their job. Photos are important and a moment in time that we can't get back. My daughter will never have her 1st school volleyball season again. The order number is ********** Picture ID EVTMJ6CKK

      Business Response

      Date: 03/20/2023

      We have refunded the customer. We are reaching out to the local office to see if the images can be recovered as well, no guarantee though.

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Answered
      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.
      They steal your money!!I paid to have my son's pictures done at school for picture day in April of 2022. I received no pictures but my check was cashed. So they took my money without giving me any products. I've spoke with the school and there have been many complaints about families not receiving their pictures. I emailed them in August of *************************** my pictures. I was told the pictures can't be found so I would be getting a refund after I proved to them the check I sent them was cashed (which I did). They then said I will be getting a check. I checked again in December since no check was received they told me they mailed it. I called in January and a customer service representative told me that it was actually never sent.. It is going on a year I called again today 3/14/2023 and still no refund. Per the representative I am in the que for refund. No money yet.

      Business Response

      Date: 03/17/2023

      Hello, we called and left a voicemail as well as sent the customer an email advising them that our finance department has let us know that their refund check was sent out on 9/19/2022, reference check# ***** for $31.89. Our finance **** will need to confirm that the check that was issued has not been cashed and if it has not, a new check will be issued to them. Thank you.

      Customer Answer

      Date: 03/17/2023

       I am rejecting this response because:

      They have told me they mailed a check to me in September of 2022. They cashed my check and didnt send me any pictures. I have never received anything or did I cash any check. When I called the customer service number Ive had 3 people and 1 of the supervisors tell me there was never any check sent at all. So if you email them they say one thing then when you call is a whole other story. They were not able to provide to me sufficient proff that a check was even sent, just a screen shot of some data entry with a random check number. So per the customer service I should be getting my first check by the end of April. However if you ask the email people Ill be getting a second check in 5 weeks. I have marked it to call and email again if I have nothing after 5 weeks.

      Business Response

      Date: 03/20/2023

      This matter has been turned over to the finance department.

    • Initial Complaint

      Date:02/22/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Back in Sept 2022 my sons ended up getting their photos taken for their school photos. I received my younger son's photos back but not my oldest. I called Lifetouch explaining the issue, I was told that was an error on their end, received a new order number and was told that they would be mailing them and I would see them in two weeks. When they didn't come in the mail, I called them again, reporting my problem to the **************** Manager who stated that their was an issue with their website and I would not only get confirmation on when my new pictures would be coming in the mail but a confirmation email as well. I never received either!!! I have requested either send me the pictures I bought or refund my money. I have not heard a reply back. Spring Photos are coming up and I STILL HAVEN'T RECEIVED MY SON'S FALL PICTURES. Lifetouch do better and send me my son's photos!!!!!!!!

      Business Response

      Date: 02/28/2023

      There is a technical issue preventing the image to be uploaded. We have advised the customer and issued a full refund that will arrive by check.

    • Initial Complaint

      Date:01/16/2023

      Type:Product Issues
      Status:
      Answered
      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 pictures from Lifetouch. I had received a code for free shipping. I used it, it worked, but then when I went to the screen to pay, it added a fee for delivery for the same exact fee for shipping. So the code was a sham! I reached out on the chat. They told me to clear my cache and browser. I did. I reached out again as the code continued to have the same effect. The person started telling me to clear my browser again, I told her I already did and I just wanted the charge off. (Which was said to be $5.99 but it was actually only $3.64) She said I could pay for it, wait 24 hours and then get a refund. I asked her multiple time for her supervisor's name and she would not tell me. I asked her to email me the conversation, and she said she could not and had no access to email. After complaining and finally asking if she was part of a Human Trafficking ring since this was such an odd response to everything, she gave me another code to try. It still had the same effect. I finally ordered because there was nothing else to do. When I reached back to ask how to get refunded, the chat suddenly "lost" connection. I want my $5.99 fee back from shipping.

      Business Response

      Date: 01/19/2023

      We refunded shipping. We have emailed letting the customer know.

    • Initial Complaint

      Date:01/14/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      School year 2020 chair 2021 I ordered a package of pictures for my niece at a public school in my area I paid the price full price online almost $70 I think it was and I never received photos I contacted the school a number of times I called the ***** number got the runaround still it's been 2 years I still have not received the photos that I ordered. All I want is the photos that I ordered under my name sent to my address or I want a full refund. I will accept a check in the mail thank you

      Business Response

      Date: 01/19/2023

      There is no image under the Picture Day ID the customer ordered from so no order was made. We have sent the information over to Finance to refund, its been over a year so we cannot refund the normal way. We have informed the customer of this as well.

    • Initial Complaint

      Date:01/11/2023

      Type:Delivery Issues
      Status:
      Answered
      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 recently filed a complaint regarding the following:My daughter started Kindergarten last year. I couldn't wait to see her first school photo. The prints came in - my daughter was not instructed to remove her winter coat. I was really upset and asked for a refund. This year, naturally, I wanted to see the image first before investing in prints. But, both the school and l Lifetouch implore parents to purchase their packages prior to, or within 48 hours of picture day. Meanwhile, a large company like Lifetouch requires 3 weeks to insert a memory card and upload sample images? Had I seen the images prior to placing my order, I wouldn't have placed the order at all; or, at the very least, a less expensive package.I was offered retakes and a refund. I was also assured the company would stay in touch. *****, the representative who served as contact, has failed to answer my emails.The photographs and/or photographers are far below standard. I decided to edit the photo myself, and order those prints from a separate website. I emailed *****/Lifetouch with my reference number regarding the same, and do not expect a reply. It seems the only way to do so is via BBB mediation.Many apologies, and thanks.

      Business Response

      Date: 01/12/2023

      She appeared to have ordered the retakes after being advised she did not need to if the package was returned. I refunded the retake order as requested. Also provided her a *** promo for a free session via email.I did try calling the customer but no one answered. Left a detailed message and then sent the email notifying of the refund processed and the *** promo.

    • Initial Complaint

      Date:01/02/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 attempted to order pictures on December 28 and 29. I was charged and refunded. The orders never went through. I reached out to a customer service rep on December 30 and was told the site was down and to wait 24 hours or so. I did and went I went to reorder again, the coupon code wouldn't work. I spoke with customer service and they were unable to help even though they told me to wait and the site was down for multiple days.

      Business Response

      Date: 01/04/2023

      We reached out and the customer was able to place her order with the correct pricing.

      Customer Answer

      Date: 01/04/2023

       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.

    Lifetouch Inc is NOT a BBB Accredited Business.

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