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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2022

      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.
      INFORMATION ABOUT YOUR COMPLAINT Describe the product or service your complaint involves. Lifetouch Photography and **** ****** Portrait Studio. Thank you!What was the date of the purchase or lease?10/25/2022 What was the amount paid?$40.00 What is the description of the complaint, including names, dates and actions.I am seeking full reimbursement in the amount of $40 from Lifetouch. **** ****** Portrait Studio. I purchased a **** ****** Portrait ************ Club Membership that advertised membership benefits through Lifetouch Photography. I did not receive the membership benefits advertised because the **** ****** Portrait Studio closed. I contacted **** ****** and Life Touch 10 times for assistance each month June 2022 - October 2022. **** ****** agreed I did not receive the benefits I paid for. They stated they could not figure out how to reimburse me for my payment even though no services were rendered. Thank you!I am seeking full reimbursement in the amount of $40 from Lifetouch Photography **** ****** Portrait Studio. I paid in full and no services were rendered to me by the Lifetouch Photography **** ****** Portrait Studio. Thank you!Explain a fair resolution of the complaint.I am seeking full reimbursement in the amount of $40 from Lifetouch Photography **** ****** Portrait Studio. I paid in full and no services were rendered to me by the Lifetouch Photography **** ****** Portrait Studio. Thank you!Signature: ******************* Signature Date: 10/25/2022

      Business Response

      Date: 01/05/2023

      We are unable to process the refund the regular way since it is older. We did get it over to Finance and they will be sending a check within 6-8 weeks. We have let the customer know.

      Customer Answer

      Date: 01/05/2023

       I am rejecting this response because: I have not received a refund as stated in Lifetouch's response to BBB.  As such, the complaint is not resolved.  Thank you!


    • Initial Complaint

      Date:12/21/2022

      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.
      My son is in kindergarten he took pictures I paid $50. I never received the pictures I called the school and they said to contact the photography company so I called five times each time Ive gotten someone different who told me a different lie the latest lie I received was that they would issue me a full refund by check as well as the pictures that I paid for in the mail. I spoke to a supervisor named *****, I just want what I paid for. I believe this company is a sham.

      Business Response

      Date: 12/22/2022

      We reached out to let the customer know that checks usually take 2-3 weeks to receive. Hopefully the holiday mail does not slow that down. We also did another order and sent it to the school this time since the other orders were never received at either home.

    • Initial Complaint

      Date:12/20/2022

      Type:Sales and Advertising 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 daughter had her senior class photos on October 27, 2022. Currently, the company has NO word on what happened to the photos, where they are or when they will locate them. This is unacceptable practice. Nothing not one word from them. If pictures need to be retaken, they need to inform the families. We need to hear something.

      Business Response

      Date: 12/20/2022

      We have an Agent who is already working on this issue. The lab says the images should be available online Thursday of this week. We did call and relay the message to the customer.

    • Initial Complaint

      Date:12/19/2022

      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.
      Prestige came to my daughter's school to take senior portraits. In the majority of the portraits, her eyes were closed. I called the ************** multiple time to no avail--nobody answers the phone. I called the corporate office three times over the past two weeks. Each time, they told me I could get the photos redone, I just need to get in touch with my local office. When I explained that they do not pick up their phone, I was told they would take my information and have them call me. This has yet to happen and it's been over a month. The customer service is lacking.

      Business Response

      Date: 12/20/2022

      We were able to have ***** from the local office call and schedule the retake. 

    • Initial Complaint

      Date:12/19/2022

      Type:Delivery 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 ordered the perfect package for my son's senior portraits. I received my order on Dec., 9th but I am missing one item from my order, ******** acrylic framed portrait. I contacted the company through their live chat as well as by calling in and was told the item was shipped separately but they could not provide a tracking number. I still have not received the item so I used the chat and was told the item should have arrived with the rest of the order. I stayed on hold for over 30 minutes but I can't continue to wait on hold. This is very frustrating because I can't get any help through the chat I am referred back to the sales team. I want to receive the missing item or a refund for the missing item.

      Business Response

      Date: 12/20/2022

      This matter was taken care of via ************ already. A new order was created and will be sent. We did reach out and provided her with the Order number.

      Customer Answer

      Date: 12/20/2022

       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.

    • Initial Complaint

      Date:12/17/2022

      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.
      Hello, I placed an order with Lifetouch for my sons senior graduation pictures. Order number L8GDW8N3. I ordered the family package and spent $315.86. I ordered no retouching and the proof was perfect proof number ZGM2. They did retouching and sent the digital images with my sons eye covered and also mailed the actual photos with his eye covered. I have called over 6-7 times and spoke with a ************************* and have gotten no help, they say they are working on it and I have not heard back and customer service has no idea what is going on. They have no idea how to help me . They say they are working on it. I never received the digital images corrected. I never received the actual photos corrected. The manager says that she will try to get someone to help work on this. I never heard from anybody nobody can possibly help me from this company. This has been a horrible, horrible experience. I want my money back or I want the picture corrected of my sons senior photo. They do not ever get back to me they just try to get you off the phone. Please help with this problem.

      Business Response

      Date: 12/19/2022

      ****** put in for a remake on the 12/9, the day she spoke to her. Remakes usually take ***** days to receive. However it make take a little longer with the shipping times being slower due to the holidays.

      Customer Answer

      Date: 12/23/2022

       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.

    • Initial Complaint

      Date:12/14/2022

      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.
      Purchased a pictures package for my son's first picture day at his preschool on 11/26/2022. The package selected was the top tier selection with magnets, several large sized photos and more. The tracking information was emailed to me a few days after my purchase with a *** tracking number. It showed the package would be delivered in a few days. Then when I went to verify if it was out for delivery it showed it was delivered to **** and no other information can be provided. That is ridiculous! It's has been sitting at my postal office for over a week now with no tracking number, the customer reps can't provide me information, they told me it was delivered through ***** only to find out it was proofs sent to his school and then still no package. I wouldn't recommend this service to anyone or school in the future. Also, it would make more sense to leave the shipping with one carrier instead of 2!!! It is not shipped from another country. Use either ***, FEDEX, or ****. It is more efficient!!!

      Business Response

      Date: 12/15/2022

      We reached and gave the customer a refund. We also took her feedback on shipping and forwarded it to the appropriate department.

    • Initial Complaint

      Date:12/12/2022

      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 filed an original complaint against lifetouch bbb#******** which was determined as resolved. It's not resolved. The solution of me dealing with and being harassed thru the mail from their collection agency, TRS recovery services, should not be ongoing. Lifetouchs solution was for ME to explain the situation to TRS to resolve it. I've tried and have spent my time trying to fix it. Lifetouch turned this over to TRS so they need to tell TRS the issue is resolved. I feel lifetouch has put the burden on me when the burden is their responsibility I'd bet the law states the same thing.Please have lifetouch reach out to TRS recovery services to resolve this on going issue.Thanks.

      Business Response

      Date: 12/14/2022

      We have reached out to TRS on behalf of the customer. We did let the customer know as well.

       

    • Initial Complaint

      Date:12/06/2022

      Type:Product 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.
      My family and I got pictures taken at the ** Penny's Studio in ******, **** on 11/12/22. The reason for the photos was to send out holiday cards to extended family and friends. I picked out the holiday card and photo I wanted to use. The person that took the photos did not put our names on the cards and only wanted to sell me the digital album. So when I got my cards I see that our names weren't on the cards. So I called Studio to informed them. the first time they were just trying to get me off the phone and stated someone would call me, but I never received a call back. So I called the next day and eventually I was able to get in contact with someone. The individual ask the names that I wanted to be put on the cards. Then I asked when would I get the cards and the individual reported 7 to 10 business days. Well, two weeks went by and I didn't receive anything. So I called back and I spoke with a lady name ****** who reported that she saw the pending order but it said that there was no order. Which didn't make sense to me. I asked her what does that mean, she tried to explain it but it still didn't make sense. So basically I was waiting for nothing, because on their end nothing was processed. Then she reported that she can process the order for me. I informed her that I needed those cards right away, I was suppose to have those cards out to family already. I asked her is there a way expedite this order so I can get it faster. She reported that she didn't know and that she can have the manager call me and they can discuss delivery options but it might be a fee. I informed her that was ridiculous that I have to pay additional to get my product that I paid for. Once she informed me of the managers name which is *** I informed her that was the person that called me that was suppose to make the corrections but never did. Then I informed her I would like to speak someone above Dre, she reported she didn't know who that was. This is a horrible experience

      Business Response

      Date: 12/08/2022

      We called and gave the tracking information on the order set for delivery 12/8. We also refunded $25 for the inconvenience.

      Customer Answer

      Date: 12/08/2022

       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. My delivery is suppose to come today. I'm still waiting for the delivery. If I don't receive my product or the refund I will be filing another complaint.

    • Initial Complaint

      Date:12/06/2022

      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 placed an order for photographs from Lifetouch on 9/12, nothing was ever received. I called back at the end of November and was told that my order was being resent and I should get it in a few days. I then call again 12/6 and was told it would be 2-3 more weeks. Absolutely the WORST service I have ever received!!!!

      Business Response

      Date: 12/07/2022

      We reached out to the customer and apologized and gave the correct timeframe. We also let them know the refund was done yesterday.

    Lifetouch Inc is NOT a BBB Accredited Business.

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