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 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:04/01/2024

  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 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.

• Initial Complaint

  Date:03/25/2024

  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.

  Tried to order my kids preschool class photos, there is no way to do it based on the form provided. I messaged in for help via the chat from the website and after an hour of chatting back and forth with no help - I asked for a manger multiple times. Finally was told that a manager would call within ***** hours. They would not provide a phone number. All Im trying to do is order the class photo. So weird to me that a company so large would have the worst customer service and website. On top of that - pretty crazy you cant even get a manager to call back to help.

  Business Response

  Date: 03/26/2024

  We were able to reach the customer by phone and get a free class ********************** submitted for her.

• Initial Complaint

  Date:03/20/2024

  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.

  On March 11th I ordered some old prints for my kid when she was in HS.I went to the website and paid $ ***** (order # ********) for it. Soon they sent me a tracking number and the envelope was delivered yesterday.However, there are no pictures only a piece of cardboard and some coupons. I have been trying to contact their customer service and even chat but no luck.Is not about the money, is about getting what I paid for.

  Business Response

  Date: 03/21/2024

  We have processed a new order for this customer. We have left a vm and sent an email with this information and an apology. 

• Initial Complaint

  Date:03/13/2024

  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.

  3-13-24 I received and unsolicited email from "Lifetouch" possibly "Lifetouch-my collections" with two years photos of my son that graduated in 2019. The email stated that they were giving me the opportunity to purchase photos that I had not purchased while he was in school. I started the process but when I realized I could not log into my personal Lifetouch account I reached out to Lifetouch's customer support to find out the legitimacy of this email. We went through almost two hours of customer service chat with them asking for my son's name, grade, etc. They told me that they only keep photos for 24 months. I then asked how then was I receiving email from "Lifetouch" with the unpurchased photos of my son from years ago. They asked if I was asking about "my collection". I stated that I was unsure as the email appeared to come from them. I asked again if this was a legitimate email and if "mycollection" was a lifetouch product. They gave me a phone number and stated that they did not have an email for "my collection". I asked again if this was a legitimate Lifetouch product. Each time I asked if this was from Lifetouch and how if they were not did they get my son's photos, the question was avoided or not answered at all. My biggest concern is that one of the largest school picture companies has had a breach in privacy and the photos of children around the country have been compromised for financial gain from other places or worse.

  Business Response

  Date: 03/18/2024

  We called the customer and left a voicemail explaining our MyCollections program. It is a legit brand of Lifetouch. We also followed up with an email.

• Initial Complaint

  Date:03/11/2024

  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.

  I contacted Lifetouch after not receiving My daughters graduation pictures. I was informed that they were able to locate it and would mail it out in 2 weeks. When this did not occur, I contacted them an additional two times. These two reps pretended to not know what I was talking about despite having my record number handy. After requesting to speak to a supervisor, the supervisor claims my daughter was never photographed despite me providing the date, time and location as well of a description.

  Business Response

  Date: 03/12/2024

  On a previous call we did confirm that we do not have an image and refunded the customer. We also made them aware of the upcoming picture retake day on 3/20. Today we asked for a detailed description of the student so we can do another search for images.

  Customer Answer

  Date: 03/12/2024

   I am rejecting this response because: the first representative was provided a description and was able to locate the picture as well as assuring it would be mailed. The next two representatives did not make any efforts and just stated retake was 03/20/2024. In the beginning of the conversation, I informed the reps that I was not interested in retakes as I spent a great amount of money to do her hair. The last rep stated that the pictures were never taken when I have witnesses, provided a time frame and a description of the photographer. I reached out since 02/21/2024 and the company failed to follow up. I called the company 6 times, reached out via chat 5 times and have screen shot providing my address when promised the pictures would be mailed. 
  
  
  

  Business Response

  Date: 03/14/2024

  I am not sure why the original Agent said there was an image. There was no image uploaded. It could have been corrupt or lost. We have reached out to **************** to have them search their cameras to see if her image is there. We sent the photo provided by the customer. We will follow up when we hear from them. I know a retake is not wanted, however that *** be the only option if the image is not found.

  Customer Answer

  Date: 03/20/2024

   I am rejecting this response because:
  Up until I reached out to the Better Business Bureau, my messages were completely disregarded with the exception of the first agent. I find it highly unprofessional that the agency was dismissive and then attempted to fault me of the discrepancy caused by them. Although I could not afford it, I once again spent funds that were not planned for my daughter to participate in the retakes. The school made efforts to speak with the photographer today to assure that this incident does not occur. I suggest that when dealing with a client especially those who have paid in advance, keep clear records as I have done so. 

• Initial Complaint

  Date:03/06/2024

  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.

  This company does not have the proper security and safety set up to be contracted by schools nor does it have an acceptable method of contact for urgent issues and appropriate turn around times for following up. Flyers were passed out to my daughter's class with codes on them to view the proofs and order class pictures. Once I input the code, I received access to the wrong child's pictures when the photographer uploaded them which means another adult parent has my child's pictures. I contacted Lifetouch via email and phone, did not receive a response. I called the general customer service number as well and was directed to a chat, the chat rep directed me back to the general #. If you are not going to be held accountable, don't have proper turn around times for follow-up and untrained overseas customer service agents then you need to go back to PRINTED PROOFS and sending them home with children. It is highly unacceptable to not have any security measure in place to prevent parents from receiving photos of someone else's child. In this world where there is human trafficking, social media sites, there is no student ID or anything needed before pictures are provided of children on your website? You should not be contracted with schools and especially when there is no proper way to contact anyone to get the issue corrected. Reaching out to a lawyer and reporting this to the school board as a safety concern. My daughter's pictures could be on any site right now but your office can't even return a phone call or email. A prime example of no spirit of excellence when it comes to customer service and obviously no legal team.

  Business Response

  Date: 03/18/2024

  We have called several times and are unable to leave a voicemail. We have also emailed the customer, however there has been no response. If the customer calls back or reaches out via email we willbe happy to go over our policies.

• Initial Complaint

  Date:02/23/2024

  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.

  We attempted several times to purchase photos for our daughters graduation picture session on the 17th and then the 18th. We then called on the21st as we were told "There is any issue with our payment system and we only take phone based orders" We called and advised the agent that we had a coupon to put our total at $332.69. The operator/agent never gave a total and instead said "You will see this total come through in your email"/. We 1) never recieved a email, 2) were billed $456.43. We then called several times on both the 22nd and 23rd to get resolution, however their phone system deflects you to a sms support system. The message never comes, they do not respond to calls, ******** messenger requests, ZERO support. I am reuesting a billing adjustment for the difference of $123.74.

  Business Response

  Date: 03/01/2024

  Hello, we applied the correct promotion code to the customer's order and refunded the difference. They will see the refund ************** 3-5 business days. We also submitted a rush request on this customer's order.

• Initial Complaint

  Date:02/14/2024

  Type:Order 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 pictures from my daughter's 6th grate class photos, the photos that they sent me are extremely dark and altered, giving my child's face a distinctive yellow TAN complexion that she does not have. I would like a refund because these photographs are altered in a way that distorts the child's appearance completely. I have tried to contact them by phone and online chat and there is never anyone available. ALL of their e-mails are also NO REPLY. Please refund the $23.92 and if they can lighten the photo for the yearbook, that would be appreciated, the proof of the photo did not look like this, so I don't know what happened between proof and print.

  Business Response

  Date: 02/16/2024

  Hello, we've refunded the customer in full for their order in the amount of $23.92. We left the customer a voicemail and sent an email to let them know.

   

   

• Initial Complaint

  Date:02/05/2024

  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 photos for my four kids through their respective schools in November 2023. One set of photos (3B6P-P7DM) were never received. I e-mailed back and forth with Lifetouch customer service asking where these photos were. I was told on Nov. 16, 2023, that they had located the images, and needed additional information in order to send them to me. I provided all requested information. On January 25, ****, since I still had not received the photos, I sent another e-mail asking for an update. They again asked for more infomration (the same information I had provided in November), which I sent again. I e-mailed them on January 31, ****, asking for an update. As of today, Feb, 5, ****, I have not heard anything. It's bad enough paying $29.99 for something I never received, but not having my son's school photos for this year is even worse.

  Business Response

  Date: 02/06/2024

  Somehow the image was removed from the system. We have filed a ticket to have it uploaded. We did speak to the customer and let him know that once its uploaded we will process the order.

• Initial Complaint

  Date:01/26/2024

  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.

  I placed two online orders for my sons for football sportsmate pictures. Order #s are below and picture day id was *********. The pictures took place on 10/21/23.Order ID ********************* When the pictures were handed out in December, for the first order, my childs name was spelled wrong. For the second order, I didnt receive anything. I have spent the past almost two months trying to get this fixed. Every time I call, its like Im calling for the first time and a new case ID is created and a new promise that Ill get my pictures. I just want the pictures I ordered and paid for. This is probably the worst company I have ever dealt with, they are completely incompetent. I would appreciate some help. Below are the times I called and case IDs 12/5/23 - case #******** 1/8/23 - case #******* 1/19/23 - case #******** 1/26/24 - case #********

  Business Response

  Date: 01/31/2024

  The orders were shipped out yesterday (1/30/24) and will arrive in **** days. We did call and leave a VM as well as sent a follow up email.

  Customer Answer

  Date: 02/05/2024

   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. I received the correct pictures on 2/5/2024.