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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:12/06/2022

      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.
      On October 24, 2022 I ordered my son's school picture for 4th grade, **************************, ********************************************************************* for the 2022-23 school year (portrait ID: *********, Access Code: 4TX4). I was told I would also receive a digital download. I received the photograph in the mail quickly but to date I have not received the digital photograph. I have both a Lifetouch account and a Shutterfly account, both with the same email address. I have called in several times to obtain the digital download but I have not received it yet. I have attempted to link the Lifetouch and Shutterfly accounts through Shutterfly but I receive an email stating that there is no digital download available.

      Business Response

      Date: 12/07/2022

      We were able to reach the customer and get another order out, we also gave a refund for one of the orders.

      Customer Answer

      Date: 12/07/2022

       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:12/05/2022

      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 my daughter's picture package 9/24/22 for her picture day on 10/7/22. Weeks go by after picture day and we get no package sent to the school and no digital image. I called to ask where they were, and the rep said they can't find an image associated with my order. They don't know where the images are. I asked for a supervisor to see if they can help me. I am hung up on. I call back with a new rep. ** confirms that yes, the image is not there and offers to do a research report, which I happily accept. I hear nothing back about this ever. No response about whether they were found or not is ever emailed. In that time, I found out my daughter is one of MANY, about 75+, whose pictures never came. They got lost, and it was a "known system error". No communication to the school suggested there was a problem. Only the people who called and asked were told the student should go to retake day. Had a parent not called the school nobody would have known to do retakes. Now it is 2 weeks after retakes and I still have no digital image nor picture package. When I went to the online chat option, I was told my order was never submitted due to "a known system error", and it would be submitted and I'd get them in the mail. This is absurd. We pay too much for pictures to disappear and potentially never find out about it. If you know there are errors, have research find those orders and correct the mistake! What do we do if retakes are awful, or in my case, no order ever went through? This company has awful communication and a serious lack of service and accountability when they make mistakes. **re's hoping I actually get her pictures, as it's now been 2 months since her original picture date.

      Business Response

      Date: 12/07/2022

      Hello, we submitted a request to send the customer their retake order. We also provided instructions on how to create a Shutterfly account to claim their digital images.

      Customer Answer

      Date: 12/16/2022

       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:12/04/2022

      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.
      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.

      Business Response

      Date: 12/06/2022

      Hello, we advised the customer of retakes and advised the package can be replaced with the retake image. For the inconvenience a full refund was processed.

      Customer Answer

      Date: 12/06/2022

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept resolution with a few comments:

       

      Last year, I was not make aware of the opportunity for remakes per lifetouch representatives or the school. I think parents should be aware. 

       

      I also think parents should be provided the opportunity to view prints before purchase. This would for incentive, so that employees provide better service/photographs for parents.

       

      Thank  you.

       

       

      AlexisD. Buck

    • Initial Complaint

      Date:12/02/2022

      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.
      The first date I contacted them was 11/14/22 after receiving my son's school pictures that had the wrong grade on them. He is in 11th which is what I had put on the form and the pictures had 10th on them. The ******************* stated they would be sending replacement pictures with the right grade on them email confirmation stated 11th. I received the pictures on 12/01/22 and again they had 10th on them. I reached out again today 12/02/22 and the first rep guaranteed me they were changed to say 11th and I would be receiving in 2-4 weeks. After the chat ended I again got the email confirmation which stated 10th grade. I reached out yet again and this time the rep told me they would have to refund my money and I would have to order all over again. Unsatisfied with this as I have proof (screen shots) of the conversation I requested I be contacted immediately by a supervisor. All I wanted/want is the pictures with the correct grade which I am not understanding why this is so hard for them to get right.

      Business Response

      Date: 12/05/2022

      I advised the customer the student's grade is now correct in our system and it shows as Grade 11. I advised the customer that her most recent package will print with the correct grade. The customer is satisfied.

    • Initial Complaint

      Date:11/23/2022

      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.
      We purchased a photo package online from Lifetouch for our daughters school pictures on October 10th 2022. Her picture day was on the 13th and we were told the pictures would arrive in 2-3 weeks. When the pictures were delivered to the school all we received in the envelope was a proof card, no photos and her last name was incorrect. I attempted to track the order online and it just said (and remains to say) In Progress with no estimated delivery date. I attempted to use the chat feature on the website but was told they couldnt help me and I would need to call. They arent open on weekends so I called the following Monday, November 7th. I opened a ticket and was told that due to a privacy issue a research team would have to look into my case and someone would be in touch in **** business days. Aside from that being appalling customer service, ok fine. No one called. I called again today, November 23rd and had to go through the EXACT same process again despite telling them I already had a ticket. The agent refused to connect me to a supervisor and told me he was sorry, due to the privacy issue there was nothing he could do than to put in another ticket. Supposedly someone will call in another **** business days. This is completely unacceptable!!! I want my students pictures that I was charged for before the picture day even happened. This company should be keeping track of open tickets, wait times and should have agents available to assist with requests that have extended beyond the time frame they laid out. I also asked for a refund since I do not believe I will ever get a call back and once again, I was told there was nothing he could do. What use is a customer service line if there is nothing the agents can do and they wont escalate your call to a manager? Give me my money or my pictures!!! Its not my fault you screwed up the name.

      Business Response

      Date: 11/29/2022

      Hello, we've spoken to the customer, and we've submitted a request to send them their order with the correct last name.

    • Initial Complaint

      Date:11/21/2022

      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 recently received digital image from Lifetouch from my sons picture day! There was only 1 image and his eyes were closed. Clearly he was not given any notice that picture was being taken at that moment!! What happened to additional poses and lifetouch actually choosing the best photo before posting image and selecting the best photo for both yearbook and parent satisfaction! By far the worst experience from lifetouch so far! Very disappointed that they would allow this to be the pose they chose for my son with no additional back up photo

      Business Response

      Date: 11/22/2022

      We called the customer and left a voicemail. We sent her a follow up email explaining that we have a no comment policy and advised that we encourage parent volunteers to assist with students on picture day. We processed a full refund for the customer's order as she requested. We explained through email that her refund will reflect on her end within 3-5 business days. We also provided a JCP portrait studio promotion code for the inconvenience and so that she can have a complimentary sitting & portrait sheet.

    • Initial Complaint

      Date:11/11/2022

      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.
      So my childs school took pictures October 18th 2022. She received her package from school yesterday 11-10-22 and her pictures were not in there! Only a proof sheet. I sent a check on picture day and it was cashed 11-8-22. Basic package. I would like her pictures sent to me! School cant help, they only pass them out. I do not have an order number as money was sent the day they took the pictures. Calling doesnt help they give me a fake order number CU00749PGX that works nowhere! Please fix this.

      Business Response

      Date: 11/11/2022

      Order number CU00749PGX is valid. It was entered on 11/10 and is processing. That order will arrive in ***** days to the address provided on Eagle Dr. 

      Customer Answer

      Date: 11/18/2022

       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:11/05/2022

      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.
      I ordered my daughters 12th grade school photos on August 7th, 2022. It said they would arrive within 2-3 weeks. I reached out to Lifetouch on October 28, **************************************************************************** from school on October 28th saying Lifetouch pulled her out of class to repeat her school pictures that were already taken in August saying that your mom wanted school pictures and my daughter told them she already did school pics back in August. They gave her no other options. I had never said anything to anyone about redo'ing her pictures. She was not prepared to do any photos that day. I called Lifetouch on Oct. 28th and spoke to a representative for over an hour and she filed a case number saying that my photos may have been lost and they were trying to redo them to complete the order. I said I did not want to purchase the most current photo that they surprised on her and she does not want that one ordered as well, she wants the original that was taken in August. The representative said someone would be contacting me within ************************************************************** and it's been over a week. Now I received an email from Lifetouch stating my photos are ready for purchase and they are the pictures that I repeatedly said we did not want. We would like her originals found as this has been very unprofessional to have possibly lost them and even more unprofessional not getting back to a customer. They provide no email to contact them, I have had no success on their chat. Closed on the weekends so make it very difficult to reach. Order placed on August 7th, 2022 was order number 55?39573856 through Arapahoe High School, **************. Picture ID was *********. I paid the business $32.01 but it's not about the money it's about getting her original picture back/ordered. Saw exact same complaint on your site regarding same exact issue and it looks like they found and resolved. Hoping for this as well! ***

      Business Response

      Date: 11/09/2022

      We reached out and got a photo from the customer to look for an image in our system. We do not have an image of the student. We refunded and reached out to the local office asking about retake options.

      Customer Answer

      Date: 11/19/2022

       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:11/01/2022

      Type:Customer Service 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 school photography is a staple for many schools across the nation. While I truly appreciate the service provided, ordering on their website is ridiculously difficult, products are unnecessarily expensive, and options are pre-selected packages. Both of my children are now in middle school, but this has been an issue multiple times over the years. I only want to purchase one digital image. No prints, no packages, not multiple digital images. That is all I want every year. Every single year, the digital image purchase is moved or packaged with other items or, in the case of this year, not available. This is absurd! I understand that Lifetouch makes money off of the prints, gifts, and other items, but I am absolutely not interested in any of that. Nor are any of my family. This year's trick seems to be to make parents pay for 2 digital images with different backgrounds at twice the cost of a single image. Raise the price on a single digital image a few dollars and I will gladly pay it, I know that I am not the only parent when I say I am only interested in a single, digital image. What makes me further infuriated, is that the digital image purchase is moved around on the website every single year and I have had to engage the customer service chat every single time to find it.

      Business Response

      Date: 11/10/2022

      We called twice and also emailed and were unable to reach the customer. Unfortunately single ********************** images are not something offered across the board at this time. We have sent her concerns to the appropriate department as well. The customer can reply back to the emails sent for further assistance.

    • Initial Complaint

      Date:10/27/2022

      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.
      Pictures were taken on October 21st. In the 24th envelopes were sent home stating that you have until October 29th to order photos. Nothing is loaded to view. It wants you to just purchase blindly without viewing any photos. When you call them, they say "oh it will be uploaded in 24hrs" well, we are 3 calls in, once a day being told 24hrs. The due date is there to purchase, but you can't see what you're purchasing. Am i supposed to just buy a package and hope for the best? What if you mess up the kid that you upload and it's not mine? Very disappointed. Nobody has an answer aside from "wait 24hrs". With the amount you charge for pictures, this should be done in a timely manner or at least to the timeline you give.

      Business Response

      Date: 10/31/2022

      We spoke to the customer, and she confirmed that she was able to place her order 10/28/22 with no extra shipping & handing fees. We advised her the typical time frame to process images is ***** hours, but we sometimes experience delays. She accepted this answer and thanked us for the follow-up.

      Customer Answer

      Date: 10/31/2022

       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.

    Lifetouch Inc is NOT a BBB Accredited Business.

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