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

Customer Complaints Summary

309 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.

Initial Complaint
Date:09/24/2024
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.
I order school photos for picture day on 9/8/2023. When I picked the pictures up I received no photos just the proofs. The company took the money out of account but I received no pictures. EVTQ93M8N is the school picture ID
Business Response
Date: 09/25/2024
We no longer have the images from last school year, we did a full refund. We did verify that this years order was done correctly and will process.
Initial Complaint
Date:09/21/2024
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 at ***************************** in ***** **. Pictures taken August *******, received them over a month ago. I paid for a $14 simple package and received 8 8x10, 15 5x7, 30 wallet, Fridge Magnets, etc. this is excessive. Hoping I was not secretly billed extra from my credit card. This company should not be in business. They can take the unprofessional photos back.
Business Response
Date: 09/25/2024
We were able to find the issue. This order was switched with another students order. The images are correct but orders switched.
Customer Answer
Date: 09/25/2024
I am rejecting this response because: The representative that spoke with me did not say the orders were switched. You can not switch a order that was paid for. I'm requesting a refund my order is not complete missing class picture. This is no fault of mine this is a company issue. Hopefully the school district will not continue to utilize the services.

Business Response
Date: 09/30/2024
The reason extra photos were sent was due to the wrong order being loaded under the students name. Also the class photo ships separately. After retake day.
Customer Answer
Date: 10/01/2024
I am rejecting this response because: It is not my fault the company mixed up the orders. On there website it states that the class pictures are included into the package not separate this is false advertisement. The conversation with the Lifetouch representative she asked me did I want a refund? The answer is Yes i want nothing else to do with this company.
Initial Complaint
Date:09/18/2024
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.
On May 13, 2024, my daughter's school had a picture day for her whole school's 5th grades together into one panoramic picture (Picture Day ID ***********. This was done at her school in *******, ** at ******************* School. We knew we were moving to ******* that summer and that she was probably not going to see her friends or other kids again. It was important to her to get a copy of this picture. I contacted Lifetouch ***************** and they said to mail in a check for $16.01 and my order information to ****************************************. They cashed my check on 6.3.2024 so obviously they rec'd my order. I never rec'd the picture. I have contacted Lifetouch **************** 4 more times since the check was cashed: 7.8.24 (case # ******), 8.13.24 (case # ********), 8.23.24 (case # ********), and 9.18.24 (case # ********). Each time I have called in, they apologized, gave me a "case/request number" and told me I would receive my picture within 2-3 weeks or that someone from the "studio" will contact me via email within 5-10 days. I have not gotten any emails and have not rec'd the picture. I have confirmed with them my address changed from ** to ** every time I have called. If this wasn't for my 11-year-old child, I wouldn't care so much. But this company took my money, and they have had no escalation after 5 attempts on my part to get this resolved. I don't want a refund; I would just really like the picture I purchased.
Business Response
Date: 09/25/2024
We have contacted the lab and requested ground shipping with tracking. We have let the customer know.
Customer Answer
Date: 09/30/2024
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.
While I accept this resolution, I really would like this company to do better with handling customer issues. It shouldnt have taken 4 months and so many phone calls into the customer service center with no resolution to finally get upper management involved in a customer concern. I truly believe if I hadnt filed this report against them, they would still be giving me the run around.
Thank you for your help in escalating my issue and getting a resolution so quickly.
Initial Complaint
Date:09/16/2024
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.
I ordered my daughters class photo last November 7, 2023 from the picture day they had at ********************************** on November 8, 2023 and here it is 9 16, 2024 and I don't have the class photo or the refund i was supposed to get when i spoke to a supervisor in the summer. I have sent numerous emails with no resolution or no photo and I just want my money back I have been told by too many people i would be getting the photo and a refund but have not received either. Im to the point where if i have to take a ride to the headquarters for it i sure will, and because of this situation i will never buy another school portrait especially if LIFETOUCH IS THE SERVICER!. The service has been terrible and they have confirmed that they know which photo it is but yet i still dont have it. My order number was **********. I reached out to someone originally on 4/8/2024 and then had to call back on 4/23/2024 due to not getting the photo, called on 7/8/2024 for same issue, 8/16/202 for same issue and no refund when looking at my bank statement, and my last email was on 9/11/2023 for same issue and nobody has responded to me and this is why this complaint is being filed. If i could email the CEO i would over my $14.20 and the photo I should have received. I wanted my daughter to have a keep sake leaving PreK but oh well. Aisvariyaa the agent who emailed me back on 8/16/2024 told me a refund was processed on 4/23/2024 with transaction#g0tyk5z but there is not refund from lifetouch on my statement at all so that is a bunch of bull
Business Response
Date: 09/19/2024
We were able to associate the image with the correct class and get the order in. I have let the customer know.
Initial Complaint
Date:09/10/2024
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.
Good Morning, I have been trying to reach out multiple times throughout the few months to get in touch to see where our photo is. We paid for a 5th Grade panoramic group picture back in 03/2024. We have not gotten anything from Lifetouch. I've called numerous times and everyone tells me the same thing, please wait 7-10 business days for an email confirmation or they will be in touch with me. I have gotten no email or any sort of communication. I reached out 07/17/2024, got reference # ******, nothing, no response or updates, called again 08/06/2024 was told it was shipped out 07/30/2024 and that it will take 2-3 weeks, nothing, we have not gotten anything, called again on 09/03/2024 Reference # ******, they said they cannot find the request anywhere, what is going on? Called again 09/10/2024, said the same thing, 7-10 business days, except this time I have no reference #. All I want is my child's 5th ********************* Picture that we've paid for.. It is a once in a life time picture. I shouldn't have to call numerous times just for a follow up. All I want is the picture that we've paid for. Picture Day: 5th Grade Pano- 03/22/2024 ******************************************** School ******************************* Picture Day ID# ********** Student Name: ******************* Teacher Name: *************************** Please, provide me an update on what is going on. Thank You!
Business Response
Date: 09/12/2024
We were able to reach the customer and get the needed information. We have processed a reprint request for the panoramic photo. We will follow this order thru and update the customer upon shipping.
Customer Answer
Date: 09/19/2024
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:09/06/2024
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.
Our freshman football team has not been able to access their proofs online via the portrait ID number we were given. I have called 3 times and 1 online chat over 2 weeks with no resolve. I am told every time that the pictures with be uploaded in a few days to a week and we have been waiting over a month. My 26 minute phone call yesterday was a waste of time. I was told that each of the 34 players parents would need to call due to privacy issues. We were all given the same code and I am the representative who is in charge of overseeing the team and everything that goes with it. All I wanted was the individual and team pictures uploaded with me given access to my sons. They then asked me for a description of my son and that they will email me in 7-10 days if they find his pic. Why wasnt I asked about this on the first phone call???? I have 34 players, trainers, coaches and at least 50 parents that are upset and frustrated and Im catching the brunt of it. One parent has paid for pictures without seeing the proof and has not received the pictures. We just want access to pictures.
Business Response
Date: 09/16/2024
The images were located and the proofs are due to arrive at the school today. We did let the customer know and also gave online access to the images.
Customer Answer
Date: 09/16/2024
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.
***** with LifeTouch called me today and the photos did arrive at noon. Very happy to have this resolved. Also, ***** was extremely nice and professional unlike the other representatives I spoke with. Thank you!
Initial Complaint
Date:08/30/2024
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.
Ordered 1st graders photos for school in April, never received. *** reached out prior and was told the pictures were not uploaded yet, this is now the end of August. The order number no longer works nor the picture id. This company gives you the run around, takes your money and then never sends the products. This was my sons first year in school and now I have no school photos to hang in my home. Ultimate$26.00 Customizable Digital Image 1 - 8x10 1 - 8x10 2 - 5x7 2 - 3x5, 4 - 2x3 8 - 1x2 Exchanges 8 - 1x2 Exchanges Name & Grade On All Portraits$12.00 ORDER TOTAL:$38.00
Business Response
Date: 09/09/2024
We made two attempts last week, and once again today, unsuccessfully to reach this customer. We did leave voicemails. We also sent emails. We are closing this out. However, if the customer reaches out we will assist.
Initial Complaint
Date:08/20/2024
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.
On 07/30/24 my child had yearbook photos taken, I paid for additional poses, I received a link to pictures not of my child. Contacted the business via email and phone with no response. I do not have access to her poses.
Business Response
Date: 08/27/2024
We have tried several times the last week to reach the customer by phone and are sent to voicemail. We did send emails requesting information needed to start a privacy case. We did a get a response, however it did not contain the requested information. We will assist the customer if she reaches back out.
Initial Complaint
Date:08/12/2024
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.
Paid for two 8x10 college commencement pictures of our granddaughter, but never received them.Credit card was charged the same day as the order. (7/10/24)We have been in contact with Lifetouch and no results.
Business Response
Date: 08/16/2024
Hello, this is resolved. We've submitted a request to have the customer's order reshipped to them and they understand they will receive it within 7-14 business days.
Customer Answer
Date: 08/16/2024
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.
LifeTouch has responded and says our pictures will be sent to us.
Business Response
Date: 09/16/2024
The order was for digital images only. We did let the customer know that and sent a copy of the order.
Initial Complaint
Date:08/10/2024
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.
This company refused to give us a refund for not providing services. The pictures we paid for were not registered and they call us to tell us they were too book to get my daughter back in and we would have to wait till oct. I do not want to go with this company and they refused to give us a refund. I paid for my daughters hair to be done for this as well. It also took them 2 and half hours to complete an appointment that no pictures were taken at. I spoke to a manager and all he wanted to was provide me a credit on prints. No pictures were taken so how would I use a credit. This company failed to make there mistake right
Business Response
Date: 08/14/2024
We have taken the customers feedback and sent it to the correct department. We also explained that we can and will refund the Sit Session Fee once the whole job is loaded.
Customer Answer
Date: 08/18/2024
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Lifetouch Inc is NOT a BBB Accredited Business.