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 Prestige Portraits

  364 South Main Street Phillipsburg, NJ 08865

• 

  Lifetouch Inc

  50 Cragwood Rd Ste 312 S Plainfield, NJ 07080

• 

  Life Touch National School Studio

  4511 Daly Drive Chantilly, VA 20151

• 

  Olan Mills Inc.

  2160 Lincoln Hwy E Ste 10 Lancaster, PA 17602-1150

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:11/12/2023

  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 ordered school pictures for my 2 and 3 year old babies. It asked what theme I wanted. I placed princess. I paid 234 for both. I got pictures with Xmas tree presents and trains as props. I'm super upset. I explained I'm Muslim they can't assume we're all Christians for America is a melting pop. I believe ***** is a prophet not God hence why this is a big deal to me. The response was well majority votes of parents wanted this. If so then why ask my input and since when can this be chosen one religion and disregarding other faiths. After my complaint since they initially didn't care. They offered me 93 refund. I want a whole refund. They also should never ever do this again.

  Business Response

  Date: 11/13/2023

  We reached out and offered coupons to retake the pictures, the customer declined. We did take her feedback and sent it to the appropriate department as well.

• Initial Complaint

  Date:11/09/2023

  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.

  My son was sick for picture day. On picture retake day, he was not included or overlooked and did not get a photo taken before the photographers left. Last week in a chat, I had been comped one additional digital photo as well so I know my child's name had to be on the photographer's list. I have spent numerous hours on their customer service chat and phone calls, each person giving me very different answers to my questions. I simply want a portrait with the same backgrounds to match every other year that I have purchased expensive packages. Today's three hours were spent being told I can't have Lifetouch photos taken by a "JCPenney Portraits by Lifetouch" studio included in the Lifetouch yearbook I ordered and paid for last week. My call was escalated to a supervisor who told me to call around to other schools and districts and drop in on one of their photo days. Pretty sure that is something of a safety issue for schools allowing unenrolled students and parents inside the building but that supervisor told me it is management's policy. He confirmed my child would be excluded from the yearbook then abruptly hung up on me. I went on the chat with a woman who refused to provide information how to contact upper management. She told me a supervisor would call me and never did. I made an attempt to contact management with no response yet. The earlier supervisor told me if I proceed to have portraits taken at JCP studios at the same time as our Christmas photos, I will not have any further options for school portraits.

  Business Response

  Date: 11/09/2023

  We have reached out and apologized to the customer. We also gave 2 JCP coupons as well as reached out to the local office asking if they can accommodate a retake.

• Initial Complaint

  Date:11/08/2023

  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.

  For the 3rd time in 3 years, Lifetouch sports photography has claimed my student did not have their photo taken or that it was "lost". In the past 2 years, I persisted for 2-3 hours/week over the course of approx. 6 months (both years) to finally get the portrait package I had ordered.This year, they are again claiming my student's photo has been "lost". One representative send me a low res copy of the photo, so I know it exists. They have now decided they will not process my order. This order has been outstanding for over 2 months, and I would like to receive the full package that was ordered (including the team photo). Every time I call, I have to start from the beginning even though I have an order # and a case #. I am never permitted to speak with anyone who can help, and I spend 2-3 hours per call on the phone. Other families at our school have encountered the same issues.I would like the portraits I ordered. We would all the the portraits of our students, as well as the team photo!*** I do not authorize Lifetouch to share any information about my student with any party other than the school or myself ***

  Business Response

  Date: 11/13/2023

  The images have been upladed and the order is processing. The digital image is available int he customers Shutterfly account as well. We were not able to reach them by phone so we sent an email.

  Customer Answer

  Date: 11/15/2023

   At this time, I am rejecting this response.  I will accept the response from this business when my portraits have been received.

  To reiterate, I have had this same issue for 3 years in a row.  I have spent countless hours on my days off from work on the phone (mostly on hold) with them.  It is challenging to reach a representative who has the appropriate access required to assist.  There is an issue in the process at Lifetouch/Shutterfly.  Photos are being "lost" because they are not being properly named for each sports team. It's all in one file, so only the first team's photos get "found" and fulfilled.  This process needs to be corrected so that ALL sports participants can get their pictures if they choose.  Many of the other families who cancelled their orders out of frustration were not even sent the team photograph.

  The first image I received was horribly distorted.  I had to contact the company to make them aware.  I received a hi-res copy of the image through email from one of the representatives.  I have not received a corrected image to my Shutterfly account.

  I have been told that my package is being processed.  I will gladly accept the company's response when I have my completed portrait package.

   

  
  

  Business Response

  Date: 11/20/2023

  Hello we have resent the package and We are providing the tracking information 803061531800524751. We will be closing this case on our end. 

• Initial Complaint

  Date:11/07/2023

  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.

  Would definitely like an option that my son can retake his pictures he was to take at his school. As I contact school they said its on Lifetouch. He missed initial picture day due to a family emergency and needed to get retakes. His re take didn't get taken. When I called Lifetouch all that was said is there's nothing we can do , we will process refund. Refund is not what I want I would like him to get his pictures taken. Or how about say let me get you set up to bring your son in to take 6th grade pictures at our location. The response to nothing we can do is awful.

  Business Response

  Date: 11/07/2023

  An retake appointment was made for the student. We also asked for the fee to be waived.

• Initial Complaint

  Date:11/07/2023

  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.

  Our son goes to ******** elementary school. He is in the third grade. He had pictures taken with life touch. We paid already and have a bank statement showing we paid for the pictures that we have not received. We have reached out via the Help chat on three or four different occasions, and nothing has been resolved. They will not connect us to a supervisor. I did inform the woman the last time I chatted that the school recently dropped them and went back to a different agency because of all the issues recently. We need to get his pictures or our money refunded. This is totally ridiculous. It was paid on 8/24/23

  Business Response

  Date: 11/08/2023

  We located the image and was able to get an adjustment order in for this customer.

  Customer Answer

  Date: 11/08/2023

   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.  If I do NOT receive the pictures or digital prints as the lady, ******** from Lifetouch promised, Ill file another complaint.

• Initial Complaint

  Date:11/03/2023

  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.

  Around September on the 12th or 13th of this year my son has his picture taken for 8th grade. he attends ************** Middle School in ************** **. when son brought his pictures home there were only samples of his pictures. I have attempted to contact Lifetouch and I have not received any response on my pictures, child name *************************** 8th grade. My order number **********. Session ID ********/*********. Guest order R50245812557. The order is under my name ********************************. Thank you for your time in reading my issue with this company. Have a blessed day.

  Business Response

  Date: 11/09/2023

  We were able to locate the images and get them associated with the student. We did an adjustment to get the order done and a refund as well. The customer has been notified.

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because: I have still not received pictures from when I had emailed representative. Requesting pictures to be mailed to me at *******************************************************************. When Lifetouch emails me pictures I would like to be contacted when pictures are mailed out. Thank you and have a blessed day.
  
  
  

  Business Response

  Date: 11/21/2023

  As stated previously the order was submitted and will arrive within 2-3 weeks from that day.

• Initial Complaint

  Date:11/02/2023

  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 contacted Lifetouch earlier today using their SMS chat option to cancel my order. The agent I communicated with said that my order would be cancelled and the refund process would be started. The order was for a digital album and some prints. Lifetouch's policy states that orders of digital products can be cancelled as long as the request is made before the notification email, which notifies the customer that their ********************** item is ready to view, is sent. I just received this email about 20 minutes ago. However, I cancelled my order 8 hours ago and was told 8 hours ago that it was cancelled and that I would be receiving a refund. I have the text messages proving this. I asked for a cancellation confirmation email and was told by the agent that one WOULD NOT be provided, but I would be notified once the refund process was started. I thought this was strange, but what could I do. Again, I have the text messages to corroborate all the details I'm sharing here. I just want my refund like it was promised to me by the employee of Lifetouch.

  Business Response

  Date: 11/08/2023

  We were able to reach the customer. Once we verify the exact amount we will do the refund.

• Initial Complaint

  Date:10/18/2023

  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.

  I ordered a "Perfect Package" for my son's senior year photos. One of the canvases I received was printed in unacceptable way. My son's head was cut off on the top of the portrait. I immediately contacted Prestige photography regarding this issue (09/15/23)After speaking with one agent, I was offered the replacement. The lady on the phone helped me select another pose which will better suit my needs and ordered a new canvas. The replacement order arrived but it was not what it supposed to be. ************** had the same image as the first one (with the cut off head) and the size of the replaced canvas was smaller than the original one I paid for. I contacted Prestige photography again (09/28/23) regarding this matter and was given a case# and asked to call in a few days.I called again on 09/30/23 and after many apologies I was told this time I will receive a shipment with the correct canvas. Waiting for a while and not receiving anything I had to call again. Speaking with an agent (10/02/23) I was told theyll make sure the correct order will be shipped promptly.I was told to wait for a email with the return shipping label for the bad canvas to be returned. Two weeks past and I haven't received any emails, contacts nor a shipment with the proper order.Case # ********. It took me 4 phone calls for nothing. I would like to Prestige photography resolve this issue and send me the correct canvas with the image 8Z43 size 24X30 or issue a proper refund for a service you are unable to fulfill.

  Business Response

  Date: 10/19/2023

  We have requested a remake of the canvas with the correct proof. We did let the customer know it should arrive within **** days.

  Customer Answer

  Date: 10/27/2023

   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.

• Initial Complaint

  Date:10/17/2023

  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 photos for my daughter for her fall sports. I did not receive any confirmation from the vendor but I did see that my check was cashed. My daughter turned the form and money in during the photo shoot directly to lifetouch during the photo shoot. I tried to call lifetouch and they said to text. I answered their questions but I have no order number and the sms says agents are unavailable. There is no human there to speak to. They took my money and I have no photos. My first and last time doing business with lifetouch. The fall sports season for my daughters sport is now at an end. The check was cashed in early September.

  Business Response

  Date: 10/23/2023

  We were able to locate the image and get an order in. We will also be processing a 50% refund to the customer for the inconvenience.

• Initial Complaint

  Date:10/16/2023

  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 have been working with the yearbook supervisor for a few years and took over this last year. I started getting copied in on messages during the summer of 2022. I signed a contract in December of 2022 which is included. Lifetouch contacted me in the Spring on the telephone and asked how we use our ID's and if we could charge for them as an add on. I assumed the charge would be on the paperwork before picture days as an add-on. When it was not there I contacted the rep and she had told me that the school would be invoiced in full for these. Since we are a non-profit and my yearbook class budget is designed to only cover what we use to break even there is not a ton of cash flow to pay for these. So we started looking at other companies. Due to the liability involved no other company we contacted wants to print these for us since they did not have the picture day contract (10/09/23 was our Home School Connection picture day). Per the contract we get laminated Id's as we have every year prior, I would like this honored. A second issue is that the photographer would not allow students to wear hats despite us having them every year prior. He took 2 pictures of each student and deleted that hat ones against our wishes in the name of policy. Our school does not have a no-hat policy and ALL the parents who ordered photos requested the hat image. Furthermore, the contract says nothing about a hat or no hat policy. I have 4 upset parents asking me if they should return their images and demand refunds. I believe my rep has ordered re-prints of these packages, but I want to make sure we get them for use in the yearbook as well. Our event ID was *********, students affected *********************, ***************** ******************************* and *******************. By the end of the day Lifetouch started listening and hats could be left on so now I have several students with hats and several without.Three years in a row we have had issues with the photographer going to the wrong locale as well.

  Business Response

  Date: 10/18/2023

  We are the National ************** and we assist with orders and website questions. We cannot assist with this issue. We have forwarded the complaint to the local office and they have responded to us. They will be reaching out to the customer.

  Customer Answer

  Date: 10/19/2023

   I am rejecting this response because: I have reached out to the local Okemos *********** as well as Lifetouch through ******** and Lifetouch customer service without any assistance or resolution. Ironically the ** cards showed up today despite being told we would not get them without paying $3 per card. So while this issue is half resolved I would still appreciate a phone number for someone who can help me resolve the issues with the wrong images. My phone number is ************. I will mark this issue satisfied once I get a call from someone and have the promised images in my possession. 
  
  
  

  Business Response

  Date: 10/23/2023

  As previously stated, the local office is handling this. We have sent the contact info and reasoning to them and they replied in the affirmative. That is all we can do.