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

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

• 

  Lifetouch

  2500 Dekalb Pike Suite 102 Norristown, PA 19401

• 

  Lifetouch National School Studios Inc.

  2382 Hempstead Turnpike East Meadow, NY 11554

• 

  Olan Mills

  300 Baychester Avenue Bronx, NY 10475

• 

  Lifetouch National School Studios

  78 Londonderry Tpke Hooksett, NH 03106-2000

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:10/11/2022

  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.

  My daughter had her senior pictures taken on August 23, 2022. We purchased the ultimate sit session for $50. Our session ID is ***********. This session had up to four changes of clothes and many backgrounds. We shopped for weeks picking the outfits and my daughter had her hair and make-up done for the sitting. We spent approximately an hour having photos done. After 2 1/2 weeks we had not received the proofs for our sitting even though all of my daughter's friends had received theirs. After calling several times we were told to wait until 4 weeks had passed from the sitting. When four weeks had passed, we still had not received any proofs. I called again and our situation was escalated to a supervisor who sent our problem to someone else that was supposed to find out what was happening and get back to us within 72 hours. No one got back to us. Our case number for this first escalation was ********. After waiting the 72 hours and getting no response, I called again and spoke to a different supervisor. This supervisor was able to talk to someone in another department who told her our pictures were on a broken computer that had been sent out for repair and should be back within a week. We were given a new case number ********. This last transaction occurred 2 1/2 weeks ago. I have emailed several times asking supervisors for an update or just for someone to respond. No one has contacted me or answered my emails. We do not have my daughter's pictures, we have not been refunded the $50 sitting fee, no one will do me the courtesy of responding to my inquiries, and I have now wasted hours of my time with no results. We also requested confirmation that our daughters pictures arent being used beyond the original intent and the response from Lifetouch has been silence. This is concerning.

  Business Response

  Date: 10/17/2022

  The students images are non producible. We have let the customer know and advised on a retake appointment. We will also honor 2 free sheets up to size 8x10 or 1 11x14 plus 50% off her order.

• Initial Complaint

  Date:10/11/2022

  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.

  I purchased my child's digital image on Oct 4th 2022. I purchased 3 because I have 3 children at this school. I received 3 digital images per my purchase on Oct 6th however one of the images was of another child, not mine. This is a data privacy issue. I also ordered the photo with my child's grade level and name on the photo. This photo had my child's name and grade but another child's image. The image in question is for *****************************, 4th grade. I called Lifetouch immediately and was told that this was infact a data privacy issue and that they would work quickly to restore the proper image. I was told it would be fixed immediately and that someone would call me back. No one has called me back and to date I've received that child's image AGAIN this time without the name and grade. I had to call lifetouch again and it's just dejavu having to repeat the issue, my information and no one has the right answers. I want my child's photo that I paid for- meanwhile I have someone's child's photo. As a parent, I would be so mad if someone had printing rights to my child's school photo. The could do anything with that photo. I've let the school know but only lifetouch can fix it and has failed to contact me or remedy the issue.

  Business Response

  Date: 10/19/2022

  We verified the correct image with the customer. We got a remake in and gave a refund.

  Customer Answer

  Date: 10/19/2022

   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:10/10/2022

  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.

  Pictures were taken September 8th and says takes 2-3 weeks to process. Today is October 10th and there is nothing still processed. Order # **********. I waited on hold for over 30 minutes to be told there are over 60 kids that are not attached to photos and he would send an email to find a response. Excuse me, you have over 60 kids that do not have proofs, retakes scheduled next week, we have not seen the first ones and you want to send an email??? I would like a phone call from corporate explaining how this is how you take care of over 60 kids without pictures and parents looking forward to seeing these pictures.

  Business Response

  Date: 10/12/2022

  We reached out to the customer and let her know that we are the ********************** level of contact and would have to reach out to the local office to inquire about the issue. She voiced her dissatisfaction and frustrations about the situation. She was refunded and will still receive her order once production is complete.

  Customer Answer

  Date: 10/12/2022

   I am rejecting this because it's not about contacting a local office, it's about the representative that knew 60 kids did not have pictures and his resolution was to send an email. When customers are not a priority that's a problem and more than an email should have been done, especially when it's 60 clients!!!
  
  

• Initial Complaint

  Date:09/23/2022

  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 received my son's school portraits with a huge flash on the lens. I contacted the company 3 times and the **** is still there and now the glasses are a different color in that spot. My son said the photographer took 10 minutes trying to get his pic so he could see a preview of the pic. In addition, i paid for premium retouch and his teeth werent whitened. I am not one to complain, but this was awful. For 6 years the pictures have been fine. I just want them fixed properly and not for half.

  Business Response

  Date: 10/04/2022

  We spoke to the customer and suggested retakes. She is going to try that. If they do not come out to her liking we will try to retouch the originals.

• Initial Complaint

  Date:09/21/2022

  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 school photos for 10th grader. Nothing arrived in the time period. This is the second year in a row a problem has occurred. They say they are going to refund me but I question the integrity of coolant that takes your money and doesnt notify you when there is a problem. I think they are just hoping parents wont bother

  Business Response

  Date: 09/23/2022

  Reached out to the customer to get his complaint / feedback. We explained there is a delay in processing however the images will be coming. We also advised the refund was done and the pictures will be free of charge and delivered to the school.

• Initial Complaint

  Date:09/15/2022

  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 purchased Senior pictures for my daughter for $40 then at the shoot the photographer charged my child another $10 for additional pictures. We received an email today to log in to get her digital pictures. We have been told 3 times now that we need to pay hundreds of dollars more now to get her pictures. That the $50 spent was only to get them taken that we don't get anything for that money even digitals. This is a scam we paid and received nothing. If they don't want to send us any physical pictures that fine but we want our digital pictures. My daughter spent 2 weeks getting hair done and picking out her outfit and even spent her own $10 on the extra shots. She spent hours doing her makeup and getting ready to take them and missed 2 classes taking them. And now they refuse to give them to us. We want our digital prints.

  Business Response

  Date: 09/20/2022

  We called and explained to the customer that what she paid was the Sit or Session Fee. The cost for the photographer to take the pictures, there are several Sessions to choose from. Pictures are ordered separately after the Proof Set comes. We went ahead and refunded the Sit Fee for this customer.

  Customer Answer

  Date: 09/21/2022

   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:09/08/2022

  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 purchased an ultimate package for my daughters senior pictures. The package includes up to 24 photos in multiple outfits. The company has only provided me with 5 proofs in 1 outfit , only for the yearbook photo. I have reached out to the company several times via phone and their customer chat room. They promised resolution within 4-6 business days and it has been well over 2 weeks. I reached out again on Tuesday 9/6 and asked to be in touch with a supervisor or manager and was told that a manager would call me the next business and no call was received. I displeased that i have yet to receive what i paid for, and am missing the opportunity at any discounted packages because I dont have all of the proofs to choose from. My session ID is ********* and the access code is W4F4Z. She is a student at ********************* school in Lancaster,** all information that i have repeatedly given to the company each time i have contacted them only to say that they are still working on the issue. How long could it possibly take to upload digital photos?I would appreciate a timely solution to my problem.

  Business Response

  Date: 09/13/2022

  We refunded the Sitting Fee and explained that the Casual Images are unable to be produced. The customer has been made aware and is fine with this.

  Customer Answer

  Date: 09/13/2022

   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:09/05/2022

  Type:Customer Service 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.

  When I purchased the $400 perfect package, I was under the impression that I will receive ALL of my daughters digital images. There was no indication that I will only receive the ones that I picked for the projects that I ordered. In that case, I would've done something for all of the photos. So now, AFTER the fact, I am being told something different. When you got to choose the package, it says digital images. Even before conpletion of the package, it does not state that you will only receive digital photos for the selected photos. No where indicated this or gave choices. It just says you get digital images. This is a form of false advertisement and it is unacceptable when spending this kind of money. And no one wants to hear that you have to research to find this out, it should be there upon ordering. There is no way I paid $400 for only 4 photos. I can't imagine what the proofs going to look like. Am I only getting 4 proofs? Because that is not listed neither. I would like all of my daughter's proofs and digital images because this is what I ordered.

  Business Response

  Date: 09/09/2022

  We sent all poses digitally and the rest of the order should be delivered today. We have alerted the customer as well.

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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.

  On July 2, 2022, I paid $50 for a sitting fee with Prestige Portraits for a senior portrait session. I was told my proofs would be emailed in 2 to 3 weeks. To date, we have not received any proofs and are unable to get an answer on when we will receive them. The local phone number rings into a national call center. There is a chat function, but again, this is a national call center, and I only receive the same information every time I contact them - my proofs aren't ready and they will email them when they are ready. There is absolutely no follow-up from the local or national level to help resolve this and no way to go upper up the command chain or speak to the local office to get more information. The only way to communicate is through the national call center chat or phone option. After making numerous calls and chats, I seemed to finally get a little further on August 4, 2022, when I received a reference number (******) and was told I would "be contacted by concerned department via phone or email regarding your issue." I have received no further communication from Prestige concerning when I am going to receive my proofs or if there is a problem with them.

  Business Response

  Date: 08/16/2022

  Hello,

  We have resolved the issue on our end as we have been in communication with Ms ******** & we have advised her that her concern has been escalated to the appropriate department. We have also advised Ms ******** that her concern is something that *** take some time to resolve. However, we are continuing to monitor this situation to make sure that her images will be processed as quickly as possible.

  Thank you

   

  Customer Answer

  Date: 08/16/2022

   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:07/31/2022

  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 paid over $100 for my sons senior pictures. I never received them. I cant reach anyone there and no one answers my emails. I would like to have the pictures I ordered or receive a refund. He graduated in 2021. The pictures were taken at the beginning of the year.

  Business Response

  Date: 08/01/2022

  We reached out to the customer and was able to verify a shipping address. The reprint is in production and will arrive in **** days.