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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2024

      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.
      My daughter graduated on May 31, 2024. A photographer was there taking pictures before the ceremony and during the ceremony. They captured the picture of each student receiving their diplomas. We were told 2-3 weeks we would receive proofs. A month later, no proofs just a code to prepay for pictures that we had not received. I began chatting with the company and was told several times that the pictures would be uploaded within 48 hours. Still no pictures. Today I spoke with someone and was told to wait yet another 2 weeks for proofs. Her class only had 25 students. I don't have a picture of her getting her diploma because we, as parents, were assured that the photographer would capture it and we would get the photo. I have been given the run around by this company for over a month. Apparently the photos have been lost and nobody wants to admit to it. I AM FURIOUS!!! Should not have to wait this long for an ****** priced photo!!

      Business Response

      Date: 07/31/2024

      We were able to get the images loaded and have given a 25% discount.

      Customer Answer

      Date: 07/31/2024

       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.

      Was notified by someone in their office who was able to get the lab to respond, get images uploaded, and sent out to parents.  Thank you

    • Initial Complaint

      Date:06/05/2024

      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.
      Lifetouch collected $11.00 for the ***** yearbook. This purchase was for our daughter's last year of elementary school but it did not arrive. My child is one of a dozen students whose order was not filled. Although I received an order confirmation on April 24, 2024, Lifetouch has no procedure in place to resolve an issue such as this. They are also not willing to refund my money without authorization from the schools yearbook advisor.

      Business Response

      Date: 06/06/2024

      Hello, this is resolved. The customer spoke with a supervisor yesterday and we submitted a request to have the customer's yearbook shipped directly to her. However, I called the customer to make sure she didn't need further assistance. She didn't answer, so I left a voicemail explaining she will receive her yearbook at her shipping address within 6-8 weeks and I also sent her an email advising of this as well as asking her to respond if she needs further assistance.

    • Initial Complaint

      Date:05/26/2024

      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.
      I had an awful experience at the JCPenney portrait. I don't like any of the headshot photos (cause they are extremely bad and distorted). I mentioned repeatedly that I didn't want any of the photos. But I was told that I have to make at least one selection. So I ended up getting one photo and got charged for more than $80. I don't want any of them and will never use any of them. Why must I select a photo if I don't like them? The order number is #****jya9.

      Business Response

      Date: 06/04/2024

      We contacted the customer and issued a refund for the order. The customer did pay the session fee though.

    • Initial Complaint

      Date:05/24/2024

      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.
      I placed two orders with the business for school pictures and a yearbook on 3/7/2024. I have not received either item. I am not able to get a resolution through customer service. The hold time is greater than ***** minutes and the chat disconnects midway through the conversation.I would like to get my products delivered.

      Business Response

      Date: 06/05/2024

      We have tried several times to reach the customer via phone and email, with no success. The spring order was refunded due to no image, and the customer was directed to contact the ********************** for the yearbook.

    • Initial Complaint

      Date:05/21/2024

      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.
      In October of 2023, my daughter had her senior school portraits taken at Prestige Portraits in ***********, **. At that time we paid the $125.00 fee. Since March 2024, when we realized we never received proofs, we have been calling Prestige to have the photos sent to us. We have spoken to no less than 6 different representatives who all advised they would contact the ****************** to find the proofs. There is no information in their system of where the pictures that were taken could be. Also, there is no phone number that goes directly to the Farmingdale location. We have never received any type of return communication from the ****************** or from anyone at Prestige. During our last phone call to Prestige, we asked for a refund, as we have given up on getting any photos and it is too late now as the yearbook has already been printed. We were advised no refunds. And no exceptions even though we have not received the product we paid for. We are simply looking for a refund at this time as the pictures are no longer of any use to us.Thank you for your attention to this matter.

      Business Response

      Date: 05/21/2024

      We tried, unsuccessfully, to reach the customer via phone and email. We have refunded the $25 Sit Session fee, the check will arrive in 4-6 weeks.

    • Initial Complaint

      Date:05/20/2024

      Type:Delivery 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.
      My daughter *********************** was photographed with her school ***** elementary on 4/8/24. Her teacher confirmed she took photos alone as well as sibling photos. I received an email stating she was not photographed. I received the pictures of her twin as well as the sibling photos. This is unacceptable. I have photos of one twin but not the other. EVTB8RDT3

      Business Response

      Date: 05/23/2024

      Hello, our photo team and the lab both searched extensively for an image and were unable to locate any individual photo. They even went as far to ask the lab if they could crop the sibling photo to just be ****** and they arent able to do that. We tried to call *************** several times and it went straight to voicemail and so we left a message. We sent her a detailed e-mail explaining what the photo team has advised. We did let her know the student's order has been refunded in full as of 5/20/24. We also offered to give her a coupon for a free session at ********************************.

    • Initial Complaint

      Date:04/25/2024

      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.
      The company came to my school to do group pictures and only delivered half of the photos.

      Business Response

      Date: 04/30/2024

      We have tried three times to reach this customer. We left a voicemail on the first attempt. We tried again and whoever answered the phone said we had the wrong number. We then followed up with emails. No response.

    • Initial Complaint

      Date:04/22/2024

      Type:Delivery 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 am writing to express my deep disappointment and frustration regarding my recent experience with ordering a yearbook for my daughter. I feel compelled to bring to your attention the series of events that have left me dissatisfied and disillusioned with your company's handling of this matter.On 04/03/24, 04/12/24, 04/16/24, and 04/22/24, I received multiple emails from your company indicating that I could place an order for a yearbook. Encouraged by these messages, I finally decided to proceed with the purchase for my daughter's cherished keepsake.However, to my disbelief, when I attempted to place the order, I was informed that I could not do so because the deadline for ordering had passed on 03/31/24. This revelation came as a shock, considering the repeated assurances I had received via email just days prior.Understandably upset, I immediately contacted your customer service line seeking clarification on this discrepancy. To my dismay, I was met with further disappointment when I was told that despite the emails I received, I was ineligible to order due to missing the deadline.This inconsistency in communication and lack of accountability on your company's part is unacceptable. It is deeply troubling to be given false information, only to be told later that it is invalid, particularly when it concerns an important purchase such as a yearbook.As a customer, I place great importance on transparency, reliability, and integrity in business dealings. Regrettably, my recent experience has fallen short of these expectations, leaving me feeling frustrated and let down.I urge your company to take immediate steps to address this issue and ensure that such discrepancies do not occur in the future. Additionally, I kindly request that you review your communication protocols and implement measures to uphold accuracy and accountability in all customer interactions.

      Business Response

      Date: 04/30/2024

      We have made numerous attempts to reach this customer via phone and email with no response. 

    • Initial Complaint

      Date:04/04/2024

      Type:Delivery 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.
      My lifetouch did my child's school sport pictures. I ordered the pictures with her name spelled correctly when I received the pictures 3 items has her misspelled... I have tried to call and online chat with company with no luck of an answer. I spent over 60 dollars on these pictures and I would like for her name to be corrected and a discount for the trouble I have had to go through. This was taken place in ************** **. For the ************** high school sideline Cheer.

      Business Response

      Date: 04/04/2024

      We have reached out to the customer and taken care of this issue. The data correction and a 50% refund.

    • Initial Complaint

      Date:04/01/2024

      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.
      Lifetouch originally labeled my son as another student resulting in him not being included in his class photo from the beginning of the school year. I have been contacting them ever since ( I have records) trying to correct this. They did eventually send us a correct one and were going to send the school their corrected copies for his classmates (they said this would not be an issue since they made the mistake and are correcting the photo) Every time I call I get a different excuse/explanation as to why it hasnt been completed and assured they are working on it and someone will follow up which has never happen. I am concerned because the end of the school year is approaching. I am just asking they correct their mistake, which they agreed to but am just getting the run around. I dont know how else to get assistance to get this corrected. My son was upset he was not included in the class picture. I could understand if the mistake was ours, but it was theirs. His class still needs their correct class photo.

      Business Response

      Date: 04/03/2024

      Hello, we've spoke with this customer and advised her that we are following up with the local Lifetouch office to see if they can correct and reprint the class picture(s). Unfortunately, the local Lifetouch office is in control of whether they can get it corrected. However, we are working with the local office to see if they can make it happen and the customer is aware of this.

      Customer Answer

      Date: 04/09/2024

       I am rejecting this response because:
      They DID correct the class photo. I was assured many times they were being reprinted. They said they would mail me mine(which they did) & mail the school theirs(22 which they did not).They just need to mail the school their correct copies. I was assured December this was being taken care of since it was their mistake. It should not take a School Photographer this long to deliver a correct class photo. This is not a situation of we will see if we can make it happen. They messed up, said they will fix it and are clearly able to fix it. This is a customer service/ communication issue they need to address on their end. This is so sad and unfair for my 7 year old. 

      Business Response

      Date: 04/12/2024

      Hello, the Portrait Studio Manager has confirmed they are having 22 corrected Class Composites sent to the school and they will arrive within 4 weeks, possibly sooner.

    Lifetouch Inc is NOT a BBB Accredited Business.

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