Complaints

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

close

Find a Location

Lifetouch Inc has 338 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lifetouch Inc

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

• 

  Lifetouch Photography

  6800 Virginia Manor Rd. Beltsville, MD 20705

• 

  Olan Mills Inc.

  1154 West Chester Pike Suite C West Chester, PA 19380

• 

  Olan Mills Photo Lab

  720 Clairton Blvd. Pittsburgh, PA 15236

• 

  Olan Mills Photo Lab

  99 Matthew Drive Uniontown, PA 15401

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:10/26/2022

  Type:Product 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 paid for my son's photos on September 15, 2022 and his picture day was September 28, 2022. I was told that the digital image would be available 2-3 weeks after picture day, and it is way past that! I called yesterday October 25, 2022 and was told that my son's picture may be lost and that they are opening a case to find it. This is unacceptable and unprofessional! I had to pay money for my son's hair and clothing for these pictures, and just for your agent to blatantly and nonchalantly tell me "oh he can just retake it when school retakes come around" is unacceptable! I want that ******* photo found! I don't have extra money to pay for hair and clothing again for my child! Somebody better get back to me ASAP! If not, I want a refund and my child retake the photos free of charge because YOUR COMPANY SCREWED UP! Child's Name: ***********************, School Name: Chateaux, Grade: 3, Picture Day ID: EVTTFPWQJ

  Business Response

  Date: 10/28/2022

  We spoke to the customer, and we submitted a request to ship her order directly to her home.

  Customer Answer

  Date: 10/28/2022

   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:10/25/2022

  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.

  Wissahickon School District contracts with Lifetouch photography to provide school photographs. The quality of the photographs this year is appalling. The children explained that the photos were taken without letting them know when and the expressions on their faces are ridiculous. They were not given an opportunity to smile or even one moment to get ready. The prices are sky high for an absolutely unusable quality photograph. These are going right in the trash, along with the hundreds of dollars spent on photos. They should be embarrassed by the quality of their products.

  Business Response

  Date: 10/25/2022

  We spoke to the customer and provided her with a refund for both orders. The refund will reflect on the customer's end within 3-5 business days.

  Customer Answer

  Date: 10/27/2022

   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:10/24/2022

  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.

  Ordered class photo 01-MAR--2022, #**********. Currently the status (as of 24-OCT-2022) is "Processing".Here's the timeline:*Jun 7: emailed Lifetouch asking for an update, no response until next communication attempt *Aug 15: some communication with Lifetouch over email, it was forwarded to local office *Sep 20: emailed Lifetouch after weeks of no response. Still no response until next communication attempt *Oct 12: called Lifetouch and spoke with someone. They promised someone would respond in a few days. No response until next communication attempt *Oct 24: called Lifetouch again and spoke with ******* or ********* (something like that). I explained the issue, she put me on hold for at least 10 minutes without checking in once. Then the call was disconnected right at 7PM. Called back and they were closed. I can't help but to believe she intentionally did this to not have to deal with the issue.At this point I don't want to deal with this any more. Lifetouch obviously doesn't care enough to respond to emails, return calls, or even set up a callback because the call center is near closing time. A simple refund means I don't get the photo and had to put forth effort that shouldn't otherwise be necessary. Receiving what I ordered at least 7 months later means I had to go through all this just to get what should have been a simple transaction like in past orders.

  Business Response

  Date: 10/27/2022

  We've spoken to the customer and processed a full refund for the missing class picture. We also issued a credit towards her next order. We were able to locate the class picture under the student's teacher's name & we submitted a request to send the class picture directly to her shipping address.

• Initial Complaint

  Date:10/24/2022

  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 placed the order for my daughter's school pictures on Sept. 22nd. We were told they would arrive in 2-3 weeks. They still have not arrived. There is no tracking information available on the website, and the person that finally answered the phone had no access to tracking information either. I even tried the online chat, but it was unavailable.

  Business Response

  Date: 11/01/2022

  The customer confirmed they received their order. For the inconvenience of not receiving the order within a timely manner, we processed a refund for their order.

• Initial Complaint

  Date:10/24/2022

  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 Number: 55?50975626 School: ****** Middle School Picture Day: September 14, 2022 Picture Day ID: ********************************$34.99 Digital Image - Background of your choice Digital Image - Default background Premium Retouching ************ On All Portraits My photos did not include all that I paid for!! I was resent images that still did not have my childs name nor grade listed on the photo as listed in my order. This is is last year of middle school!! Very important photos in which you continue to destroy!!Why adversities products you can not deliver!!

  Business Response

  Date: 10/31/2022

  We've tried calling the customer several times with no answer. We left voicemails on each occasion as well as sent the customer a follow up email after each contact attempt.

• Initial Complaint

  Date:10/24/2022

  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 daughter is a senior in high school and ordered senior portraits from Prestige. But for the yearbook, she thought she needed to get additional pictures taken on Lifetouch picture day. So she placed an order online. When she got to school that day, her teacher told her that seniors dont take pictures on picture day because they will use their senior portraits (already purchased). Since then, we have tried without success to get a refund from Lifetouch. We both have called customer service multiple times, only to get a total runaround. Their customer service is TERRIBLE. We have been told they cant find the order in the system and spent hours giving the order information again and again only to get transferred to different people. They keep saying they have to complete a refund request form, asking us for account information over and over again. Then saying we will get a confirmation, which, of course, we have never received. How difficult can it be to get a refund for PICTURES THAT WERE NEVER TAKEN?? Every time we call to check on the status of the refund, we get the same runaround! Please help to get this resolved! Order #**********, picture ID #*********.

  Business Response

  Date: 10/25/2022

  We've notified the customer that we've processed a full refund for their order in the amount of $48.74. This amount will reflect on the customer's end within 3-5 business days. 

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:

  I HAVE NOT RECEIVED A REFUND STILL!!! Why is it so difficult to get a refund? I will never again do business with Lifetouch or Shutterfly. Ill be sure to tell my friends and family too.  
  

  
  

  Business Response

  Date: 11/04/2022

  We have sent a copy of the refund receipt with the reference number to the customer. Refunds on our end are instant and depending on the financial institution it can take 3-5 or 5-7 business days to reflect in the account.

• Initial Complaint

  Date:10/21/2022

  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.

  My child goes to ************************* in *******************. Last April the school ordered yearbooks. Its October and they have not been sent. Every time I call customer service I get to where it says 0 minutes left then either get disconnected or ** on. They school said they have done everything to get either the yearbooks or money. Very frustrated no point in even getting it now.

  Business Response

  Date: 10/27/2022

  The Sales Rep has been working with Yearbook Advisor to get this yearbook complete. They expect the yearbook advisor to be done this weekend. From there, the book should be able to start going through production. Customer is wanting a refund, so Im consulting with the Sales Representative, as a courtesy, since this affects the school invoice since this is their product and the funds go back to them.

• Initial Complaint

  Date:10/20/2022

  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.

  On October 5, 2022, I ordered the $30 package of pictures. Today my son received only the **** pictures that come with every set, he did not receive any of the pictures that we paid for. Order #**?71864858. This is the 2nd time this has happened. You cant get through to customer service as the hold time is around 2 hours. Last time this happened the company only responded after a BBB complaint, so, here we are again. I want my order expedited mailed directly to us and to be refunded for our order, which was the same resolution last time.

  Business Response

  Date: 10/28/2022

  We spoke to the customer, and we submitted a request to send the customer's order directly to their shipping address.

  Customer Answer

  Date: 10/28/2022

   I am rejecting this response because:
  Order has not been received. Refund has not been processed. 
  
  

  Business Response

  Date: 11/02/2022

  We sent the customer an email letting them know their order was shipped to them 10/28/22 and they should have it within the next couple of days. We also let her know that we are not processing a refund for their order as they have called in for a refund for the past several years. We let the customer know that if they want their child's last name changed then they also need to change it with the school because the school provides us with the student's names. 

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:
  
  I have not received the photos and my refund hasn't been received. I haven't received refunds several years. I have received one refund, last year, as stated in my original complaint, which is why I requested a another refund this year as it was last years resolution to the same issue. Lifetouch informed me via phone prior to ordering this year that I was just to fill the name out as I wanted it presented on the order form, just like last year, and his name would appear as desired. They are providing fraudulent answers in the response to this complaint. 

• Initial Complaint

  Date:10/19/2022

  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.

  My child's school photos were taken 9/9/22. Orders were supposed to be processed in 2/3 weeks. As of today, I've still not received my order. (Order number **********). Since I am very much aware that other parents have received their pictures, I initially contacted the school. They informed me only a few are trickling in at a time, and sporadically. I then contacted LifeTouch. The original CSR that I spoke with via chat was extremely rude - "*******." I quickly ended that chat session and spoke to another CSR, who told me to "kindly wait 7/10 days for my order to arrive since they were sent on 10/9/22." When I asked why it would take 17/20 days to receive my pictures, there was no answer. We've never had issues in the past, and this is beyond frustrating and disappointing!

  Business Response

  Date: 10/25/2022

  A previous request was submitted to send the customer's package directly to them. However, we submitted another request to rush ship their package order directly to them & they should receive it within **** business days, possibly sooner. 

  Customer Answer

  Date: 10/25/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and feel like I have no choice but to accept the response.  I am very disappointed in the company, and feel like more effort on their part could have been made.

• Initial Complaint

  Date:10/17/2022

  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.

  Purchased pictures for my son on September 6, 2022 for picture day at his school. It stated would take 3 to 4 weeks to receive the photos in the mail. Only item I received was a Complimentary "SmileSafe" card. I check the website, and it says the order is processing still. I contacted them on the phone and spoke with a representative who stated "they" put my son's Last name first and his first name last, causing some sort of confusion and the pictures to not be sent. She said she would update the order and would take another 3 to 4 weeks to send the photos? That just doesn't seem right? How did I receive the "SmileSafe" card in the mail, showing his school photo, but not that actual photos? I was charged for my order, and shows the fees were taken out, but I still have not received the product. I want my sons school photos expedited. I should not be forced to wait another "3 to 4" weeks due to incompetency of the company providing the service.

  Business Response

  Date: 10/18/2022

  Customer was giving the wrong time frame. It takes 2-3 weeks to receive from the date of photography. We already have the images and the order will be **** days. The order was already placed and we will let him know when it actually ships.