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 National School Studios, Inc.

  3800 Monroe Ave Ste 22 Pittsford, NY 14534-1330

• 

  Olan Mills

  200 S Main St West Lebanon, NH 03784-2014

• 

  Lifetouch National School Studios Inc.

  698 Derby Ave Seymour, CT 06483

• 

  Olan mills portrait studios

  2280 N Ocean Ave Farmingville, NY 11738

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:11/19/2024

  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.

  Lifetouch came to my children's school for fall pictures. They offered two (2) backgrounds; one decorative and one a solid color, which was optional. I received pictures for my youngest, but my oldest only had 1 individual of him. It was on the optional background as well. I never got the decorative fall background and absolutely zero full body shots. His proof sheet even had images on there that were not of him!! I am devastated. I buy these pictures every year are they are very important to me. I did the chat with Lifetouch as well as calling them directly asking for more pictures. You can read the image number in fine print under each proof and they usually fall in order, but my eldest's **** several numbers. Surely they have them, just did not upload them. I have tried several times to get the pictures, even if they aren't good, I still want the full body and the decorative background. I wish they would come and do a retake for the children affected as these early childhood portraits are irreplaceable.

  Business Response

  Date: 11/29/2024

  Hello, we spoke to the customer to advise her we are searching our systems to locate the missing images. If we are unable to locate the missing images then we are going to provide the customer with a JCPenney ******************************************* promotion code for a free session.

  Customer Answer

  Date: 11/29/2024

   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:11/15/2024

  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.

  Lifetouch came to do my daughters photos. The first day they had broken bulbs. So they came the next day. They put my daughter in the incorrect background the second day when the day before it was correct. They also failed to bring all the props the second day too. I have been on and off the phone with this company for the last three days adding up to five hours. They told me they cannot fix the background. What kind of billion dollar photography company doesnt know how to use Photoshop when they use Photoshop to take care of teeth and blemishes on children. They also lied to me saying that the school picks the background based on the majority of what the parents pick. I said if thats the case then why was Tuesdays picture background gray well Wednesdays background picture was blue. They just kept saying to me they cannot fix the background. Also its a lie because the parents that I talked to their colored backgrounds, one being cream and one be green. I was offered nothing besides a free ******** sitting fee, which is worth $15. Then I get an email from the company saying they will merge the two days of photos together so I can order my daughters photos how I want to. I go , and look them up and they did not combined my daughters photos into one so I called customer service again today. They told me they absolutely do not combined albums together. So I flat out read the email to the supervisor that I got from ** and then she changed her mind and said yeah we sometimes do that. I dont know why this company keeps lying to me when I have all the proof to back my claims. theyve offered me basically nothing further gross mistake and now I still cant order my daughters photos and their solution is to keep escalating my issue and that takes two days. I only have until the 20th to order prints or Im s*** out of luck. And they just keep pushing my case and pushing my case. This company needs to be shut down.

  Business Response

  Date: 11/20/2024

  We have completed the refund, which will be back on the card within 5-7 business days. The order of prints and digitals are also being processed as well.  We have let the customer know.

  Customer Answer

  Date: 11/29/2024

   I am rejecting this response because:
  
  I havent received her photo package yet so I cant accept this response until I receive the product that was promised. 

  Business Response

  Date: 12/03/2024

  As stated before, we have taken care of the issue with a refund and prints. We will not keep a case open for delivery. Tracking# 1Z2F57700304075774

  Customer Answer

  Date: 12/03/2024

   I am rejecting this response because:
  Didnt realize you thought you were in charge. I wont be accepting your response until I get my full resolution. I still dont have photos and they were to be delivered to the school already and everyone has theirs but me. So no. I wont accept. You can wait until I get my products as I was told 
  
  

• Initial Complaint

  Date:11/12/2024

  Type:Sales and Advertising 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 pictures taken by lifetouch and we never received them. I reached out to the help team and they said I would receive the pictures in 2 weeks. I reached out 1 month later and they don't have the pictures and nothing was sent out. They said they would contact me and I haven't heard from anyone. I haven't received a refund either. They stole my money and I didn't get the pictures I ordered. They offered no remedy for this.

  Business Response

  Date: 11/13/2024

  We have processed a refund for the order. We also notified the customer of the upcoming retake day that they can order from.

• Initial Complaint

  Date:11/07/2024

  Type:Order 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 am complaining about Lifetouch Photography due to its lack in fixing their error in the given time periods after multiple attempts on my and another parents end to resolve the mix up. This is for school pictures. Lifetouch mixed up my child and his classmates picture. Correct name but wrong photo. Picture day was October 18th and it's been almost an entire month with no resolution. **************** has proven they are incapable of fixing this issue. How hard is it to swap the pictures?! If anyone from Lifetouch can fix the error in a timely manner please reach out to me for more details.

  Business Response

  Date: 11/08/2024

  Hello, we made contact with the customer and explained that we are working to get the image/name corrections done ASAP. We provided the customer with a partial refund on her order as well as a 40% off & free shipping for a future purchase.

  Customer Answer

  Date: 11/08/2024

   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. All I want is my child's pictures. If Lifetouch is able to deliver on their promise of action then I will have no further complaint. Hoping the resolution happens before 10 days. If no action continues, I will be reaching back out to BBB for further assistance. Thank you! 

• Initial Complaint

  Date:10/31/2024

  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.

  ******* School Picture Order Order Number: 57?07498845 School: The Nokesville School Picture Day: September 18 2024 - September 19 2024 Picture Day ID: ********* Images expire on Jul 06, 2025 Picture Day ID: ********* Delivering to: School/Organization Processing Family$33.00 1 - 8x10 8 - 1x2 Exchanges 2 - 5x7 1 - 8x10 8 - 1x2 Exchanges 2 - 3x5, 4 - 2x3 ***** Subtotal $33.00 I never received this product. I have tried to contact someone within leadership in this organization and they hide any contact information. Deeply disturbing. I am writing to express my extreme disappointment with this organization. I spent 12 minutes and 29 seconds on call with someone that does not speak clearly enough to understand. I believe the issue is still unresolved and the call should have been 5 minutes, maximum. I explained I had to hop on a meeting as I work too. My pictures are missing and as you can see from the order info provided above, I not only ordered and paid, but the Nokesville school is clearly listed along with the picture day ID, both of which your attendant told me was unknown. I was also told you didn't know who my student was even though my account has the same child listed as it has for years. I have ordered every year with the same credentials. This is unacceptable and the incompetence in how this is managed is disturbing. This organization accepted my payment with ease. According to the attendant I spoke with, they could not find my child. Why didn't they contact me? Instead they chose to keep the money without any attempt to correct their mistake. I will pursue this beyond BBB. This is theft and hiding from consumers is troubling when you work with our children.Please respond with how this is going to be rectified.

  Business Response

  Date: 11/04/2024

  We were able to reach the customer and get an adjustment order in. It will arrive in ***** business days.

  Customer Answer

  Date: 11/09/2024

   I am rejecting this response because: the product is not received yet. Once product is received I will reevaluate my response. 
  
  
  

• Initial Complaint

  Date:10/14/2024

  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.

  LifeTouch was the vendor selected to do our school pictures. These pictures were the first for my kids (preschool). After receiving the digital copy of the pictures in my email, the color of my sons shirt was not right. He had a black and forest green plaid on and the digital photo was a two toned shade of brown plaid. I messaged LifeTouch and explained that I would like the picture corrected to the correct color and they escalated it to management and I should hear back in ***** hours. After 48 hours I reached out via telephone and was told they could not do anything about the photo, that the shirt "looked nice just the way it was," and that if desired, I could get these pictures, have my son, 4 years old, return them on picture day and tell the attendant " I need my picture retaken because you didn't do it right the first time and the color of my shirt was wrong." Direct quote from the gentleman on the phone. He said " I can assure you this will not happen on again on retake day." I sat on hold on the phone for another 18 minutes waiting for a supervisor before the line went blank and I couldn't get back through. I have yet to hear anything back.

  Business Response

  Date: 10/15/2024

  We called and let the customer know that the color cannot be corrected and advised to have the student attend retake. She declined and was given a full refund. We also submitted her feedback on certain colors against the green screen.

• Initial Complaint

  Date:10/11/2024

  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.

  My daughter got her picture taken on picture day at ******************* School in ********, **, and I ordered a $30 picture package. When we were told the pictures were available online, it never showed my daughter in 2nd grade - only her 1st grade spring pictures. This particular picture is important to me since my daughter was dressed up for a spirit day at her school that day. I did a chat with a customer service person who told me that she did, in fact, have her picture taken, but the image was never uploaded to their system and they were putting in a ticket/order to have that happen. They stated I would hear from Lifetouch within 48 hours. It was over a week and I did not hear from them, so I called the customer service number. I was told the same thing - my daughter was coming up in 2nd grade and did have her picture taken; however, it was not uploaded. I'm not sure how that happens and out of ALL of the students, hers isn't downloaded. I was told she can do retakes; however, that is not acceptable as I want the original picture that was taken because of what she was wearing. I was told that they were putting in another "ticket" and that I should hear from them soon. I still have not heard anything. I paid for a $30 package with her name and grade on each picture. I just want the original picture she had taken uploaded to my account.

  Business Response

  Date: 10/22/2024

  . After a second attempt was made , I was able to speak with the customer advising of retake information and that our research team was working to local the image. I do also see that ******** has since advised the customer that the image was not able to be salvaged. The customer was provided a refund on the order and retake information, along with three complimentary sheets for the retake date. 

• Initial Complaint

  Date:10/11/2024

  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.

  School pictures that were taken of my son are terrible.

  Business Response

  Date: 10/22/2024

  We reached out via phone and email since information was provided by the customer. We did eventually find two orders using the customers email and have refunded the son's order. There is a retake day for the school on 11/21. The customer can return the original package and let him do retakes. We will remake what was returned with the retake image.

• Initial Complaint

  Date:10/05/2024

  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.

  Never recieved sons pictures, continuous call made with no help. Who school has recieved pictures expect for my son. Customer ******************** disconnects when they have no answer, and they never call you back.

  Business Response

  Date: 10/08/2024

  Unfortunately, we are unable to find the image of the student. We have alerted the customer and provided the picture retake date for the school.

• Initial Complaint

  Date:10/02/2024

  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.

  I ordered the value package for my son. Instead, we were sent 4 5x7s (NOT what I ordered). I contacted customer service to send me the correct package but I needed it expedited since we have a family reunion this weekend that I was planning on passing out pictures. They said 2-4 weeks. I asked for it to be expedited but they said no. Asked to speak to a manager and was told someone would contact me within 24 hours- NOPE. No one called. Contacted support via phone last night. They told me my pictures were on their way and gave me a tracking number. When I pulled it up, it was for the order (the wrong one!) that was already delivered. Contacted them again demanding I speak to a manager. Again, I was told someone would contact me within 24 hours. Why is there no manager on site to speak to??? This is a simple customer service request and I feel like these agents have a piece of paper in front of them with very few prompts on what to say. Im just getting the runaround with them and zero resolution! Ive contacted them via chat AND phone and get the same answers. Worst customer service Ive ever encountered! I feel like these guys are a scam! These people are in a foreign call center with zero actual ties to LifeTouch. Who is running the show?!?!?

  Business Response

  Date: 10/08/2024

  This issue was resolved via phone already. A supervisor from my Team has already corrected and expedited the order.