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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:01/20/2024

      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.
      On 11/3/2023, my son had his portrait taken in school. Fast forward to the middle of December and we still did not receive them. I called Lifetouch and received an apology and that the pictures would be sent to my home immediately. I called again the middle of January and explained that I still haven't received my pictures. Again, apologies with the promise that the pictures will be sent to my home. It is now the end of January and I haven't received my pictures. This company is utterly ridiculous. All I want is my son's pictures that I paid for. I will be requesting that his school use another photographer for the foreseeable future.

      Business Response

      Date: 01/22/2024

      This order shipped on 1/13/24. We ask that the customer allow **** days for delivery. We also issued a 25% refund. We did call and relay this to the customer.

    • Initial Complaint

      Date:01/05/2024

      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.
      My daughter had school pictures taken in October 2023. I have been dealing with customer service for weeks and nothing has been resolved. I received no pictures and no phone call from any supervisors. I want my daughters photos. That is it. I also have conversation reference numbers and copies of the conversation if needed.

      Business Response

      Date: 01/10/2024

      The order had been placed with the wrong security code originally. She called in and a frontline agent refunded her instead of locating the correct images and remaking. Located the correct code and made sure images were available and remade the digital image order (#*******).

    • Initial Complaint

      Date:01/05/2024

      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.
      I have tried to go through the store manager as well as his supervisor and both of them are refusing to respond to emails or phone calls. I have been trying to contact them for over a month at this point and if by chance they answer there is always a reason they need to "call me back in 5 min" to which I never receive a call back. I have reached out to the supervisor 12 times since I was told this 5-minute call back on Wednesday of this week and have still yet to be called back or had one of my calls answered. A little history with what is going on here. We paid for an outdoor photo session to which we showed up and had our photographer take pictures for our son's 1st birthday as well as Christmas cards. There were specific photos we requested be taken and when we saw the online portraits, we were shocked to not only see 11 total pictures but also that the ones we specifically asked for were not included. We immediately reached out asking for all of the originals regardless of how they came out to which the store manager ****** said he gave our contact to the photographer and then he refused to respond after this. After letting him know we would be contacting corporate if he did not respond I had a lady by the name of ** who is apparently his superior who reached out. She was very nice and asked for 4 days to retrieve the ** card from the photographer to see what she had and what could be done. At this point, we went ahead and paid the $130+ for the 11 photos that were currently online just so we could send out our Christmas card with something. I spoke with ** on a Monday and was expecting a call that Friday. I never received a call from her. After this, I called her numerous times without response or a returned call to any of my voicemails that were left.

      Business Response

      Date: 01/08/2024

      We have sent a request to see if the missing images can be located. We also apologized and refunded in full. 

      Customer Answer

      Date: 01/09/2024

       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. The only additional request I would make would be the review of employment of the 2 managers with which were unresponsive and chose to completely ignore my calls/ emails and refused to return them when stating they would. 

    • Initial Complaint

      Date:12/20/2023

      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.
      Ordered a $179 digital album at ********************* through Lifetouch, the digital album was supposed to be sent to Shutterfly as well so that prints and gifts could be ordered. Received the email that I could claim my images however the images do not show as described. Can not order online and the images do not show in Shutterfly even though Lifetouch / Shutterfly account is linked. Was only able to get ahold of the company once over chat and they said that everything is on Shutterfly side and that they can't do anything about it. Shutterfly is refusing to help stating it is Lifetouch end and they won't do anything. Now I can't get ahold of Lifetouch at all, they don't answer the chat it just times out, the phones only have the automated the message but no one ever answers.

      Business Response

      Date: 12/21/2023

      This customer has another email associated with their Shutterfly account. The images are under that account. We have let the customer know, and will assist if needed.

      Customer Answer

      Date: 12/21/2023

       I am rejecting this response because:
      They left a voice-mail stating it was sent to some email address I had never heard of and was told to just log into that email, even though I have no idea who that email address belongs to.  The only number they gave to call back was the number on their site that no one answers,  I tried to chat bot at 930am, someone did not get on until 1:30pm and even though I repeatedly said I needed a supervisor they said they couldn't transfer me and would just have to wait for them to call me as they would escalate it.  There is no real way to get ahold of them AND THEY HAVE ADMITTED  they have sent my personal pictures to some random person violating my privacy. This company is a scam I've been trying to get ahold of them for 2 weeks and nothing,  file a complaint and they finally respond and say oh we sent those to some strangers email address that does not match any correspondence or receipt good luck.  

      Business Response

      Date: 12/26/2023

      The email is linked to the customer. It may be an old email, seemingly from a college. We have unlinked the images from the email. We did share with the updated email provided by the customer and also did a manual upload to insure the images are there. We called to go over this but got VM.

      Customer Answer

      Date: 12/28/2023

       I am rejecting this response because: Even though the company linked that that email to my account I have no idea how it got there, nor have I ever been to that college or just forget that email existed.   It was a strangers account and a stranger had my kids pictures doing God knows what.  They have stated they have removed the images from the strangers account, and they've been added to my account. They refused a partial refund even though it's well past Christmas and gifts are ruined, but they did offer a credit on their site which I will not be using for this untrustworthy company.  At this point I suppose I just want it to end, I'm rejecting because  I'm not happy with their response that this was just some random email that I forgot about and not an irresponsible company sending my private images to some stranger. They're still trying to place the blame of their error on me. 


    • Initial Complaint

      Date:12/08/2023

      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.
      Ordering a photo package from Prestige by Lifetouch for my Senior's portrait session. The poses and photo are nice but the background is horrible! No consideration to hair color and skin tone. When I called they told me I had to incur a $60 addl charge to select a better back ground! OUTRAGEOUS considering I'm spending hundreds on a photo session and photos. They should be ashamed! I'll be hiring a private photographer to do her photos instead of spending one dime on this company for the way they do ****************** the background should be an option like ALL life touch photo packages!!

      Business Response

      Date: 12/14/2023

      We have reached out to the customer and offered to waive the fee for 2 background changes. Unlike our ********************** our Prestige Senior Portraits are more complex. Customer turned down the offer insisting that we change the background for of the images for free. This is $60 per pose, and we are unable to do so. We will honor our offer of two poses.

    • Initial Complaint

      Date:11/29/2023

      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.
      Lifetouch photography . I ordered a sportsmate photo and never received it. Every year I have problems with them. This year there is no way to contact them . The phone number has said they are closed for two day now, cant find an email and the live chat doesnt work.

      Business Response

      Date: 11/30/2023

      The customer called in and took care of this. There is an order in for the missing item.

    • Initial Complaint

      Date:11/20/2023

      Type:Sales and Advertising 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.
      Hi,Unfortunately I just saw my photo album that I took with a JCPenney portrait/lifetouch photographer and the photos are not high resolution as they sold, the photographer did not seem to care about looking the photos and tell us that we were not looking. Honestly for the price that I paid over $120 for the photos + $25 for the photo shot it is totally not worth it. I am very disappointed! I spend time, money with the outfits and the photos came back horrible. Quality is awful, the photographer maybe was amateur or just started the carrear. I had booked Christmas photos and now I have to cancel, due to this horrible experience. I would like a refund. Only 3 photos are good, so I would be happy to be paying for that.

      Business Response

      Date: 11/21/2023

      We reached out and offered a 50% refund. The customer accepted.

    • Initial Complaint

      Date:11/19/2023

      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.
      This is the first time my daughter had school pictures taken. I was so excited and made sure to place an order ahead of the scheduled photo day. We never received any pictures from the school when the other students received theirs. I called customer service and they reordered the photos that I was supposed to receive. They said it would still take 2-4 weeks from the date of the order. I couldnt believe it wasnt expedited, since they lost the initial order. I waited the allotted amount of time before contacting customer service again to state I still didnt receive the photos. They have refunded my money, but Im so upset that I still do not have photos from school of my daughter to distribute to family during the holiday. I wish they would have followed through and successfully sent me photos. I have my money back, but no photos to show of my daughters first year. Really just overall disappointed and sad.

      Business Response

      Date: 11/22/2023

      We were able to communicate with the customer and get the order redone. It will arrive in 2-3 weeks.

    • Initial Complaint

      Date:11/17/2023

      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.
      I tried to reach out to the corporate office about issues we have (again this year) with our school/digital photos. I called the corporate phone number but could not reach a live person. I selected the appropriate options but the call would route and then disconnect. Once again there are problems with the digital images we purchased, so I need to speak with someone to determine a resolution.

      Business Response

      Date: 11/22/2023

      We are unable to remove the year from the portraits. We did reach out and advise the customer as well as refunded 50%.

      Customer Answer

      Date: 11/22/2023

       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.

      Thank you,
      *********

    • Initial Complaint

      Date:11/15/2023

      Type:Sales and Advertising 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.
      Lifetouch does not offer any way to cancel yearbook orders. My wife and I both ordered yearbooks for our child by accident. There is no phone number that can address yearbook orders. Lifetouch only supports yearbook orders through a chat bot on their site. Unfortunately that chat never connects to an agent. There is no information about how long the wait might be. I attempted to email Lifetouch and the email came back as undeliverable.

      Business Response

      Date: 11/17/2023

      Hello, we've submitted a request to get one of this customer's orders cancelled and refunded. We've made contact with the customer to let them know.

      Customer Answer

      Date: 11/17/2023

       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 Inc is NOT a BBB Accredited Business.

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