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 has 338 locations, listed below.

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  Lifetouch Inc

  11000 Viking Dr Ste 400 Eden Prairie, MN 55344-7242

• 

  Prestige Portraits

  1019 Wilso Dr Baltimore, MD 21223-3232

• 

  Lifetouch National School Studios, Inc.

  74 State St # 7 Phoenix, NY 13135-2212

• 

  Lifetouch National School Studios, Inc.

  3800 Monroe Ave Ste 22 Pittsford, NY 14534-1330

• 

  Lifetouch National School Studios Inc.

  698 Derby Ave Seymour, CT 06483

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:10/10/2023

  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 paid for my daughters school pictures in August via PayPal and see that it went through, but we never received her pictures, or any updates. Im so frustrated, because theres no way to contact them to get this resolved, when I have the receipt for payment on PayPal. I just want the photos we paid for, or a refund for them, so I can take her somewhere else to get pictures made. These are lifetime memories, and they can never be replaced! I cant believe they have no contact information! All numbers on ****** are useless and they dont have any contact information or way to email them. I have the PayPal receipt number and transaction ID but never got an update with an order number from the company after paying. So I hope, they can find her pictures, by her payment info.

  Business Response

  Date: 10/17/2023

  We were unable to find an image for the student. We have sent a request to the local office to have them search as well. We have refunded in full and offered a JC Penny sitting.

• Initial Complaint

  Date:10/06/2023

  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.

  My 3 year old twins had preschool pictures taken by Lifetouch in September 2023. As the photographer took the photos, she showed them to me on her laptop. There were many good photos of my son that were shown to me. When the 6 photos were posted online, there was only one close up portrait of him with the solid backdrop. The rest were all more distant pictures with the props and the cutsey backdrop. The one close-up photo had his eyes closed. I know the photographer got better pictures of him, but the people who chose which 6 to put online must have made a mistake when choosing which one to post. I chatted or spoke on the phone to 3 different customer service agents who all promised me they were "advancing my case up to a different team" and that I would receive a phone call from someone within 2-3 days. It's been 3 weeks and I've NEVER been contacted by Lifetouch. I was lied to 3 times by them. The last agent I talked to told me that the "lab" is who chooses which photos get posted online and repeatedly told me that all other photos were "too blurry" to post, even though he had never seen them. ??? He made that up. After me telling him at least 6 times that I had seen better pictures on the laptop, he finally stopped lying about them being blurry and told me I would be contacted by the lab. Again, no contact, ever. So many lies. I'm so disappointed in Lifetouch. And my preschool doesn't offer retakes. Ultimately, I ordered some pictures, but not the closeup that I wanted, and my final price was astronomical. These are completely unaffordable, but parents feel pressured to purchase these special memories. My daughter's pictures weren't much better. The photographer posed her weird and didn't correct it. Overall, I'm extremely unhappy with this experience and most disappointed in the customer service team and their lack of follow through.

  Business Response

  Date: 10/09/2023

  Unfortunately, there a no other images of the student uploaded. We have put in an adjustment for the missing items and also refunded the customer for the inconvenience.

• Initial Complaint

  Date:10/02/2023

  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.

  I ordered a year book in early May. The school said you could still order online. It was my daughters 8th grade year. She graduated and went on to high school No yearbook. She wants her friends to sign it but now it's too late. The company says I will receive my order before the first of the year. She will be almost a Sophomore by then.I tried to cancel my order. But they tell me there's no way to cancel my order.

  Business Response

  Date: 10/03/2023

  We reached out to the customer and were told that she would be contacting the school's YB Advisor about the book. We did send an email as well in case she needs to reach us she can use that thread.

  Customer Answer

  Date: 10/10/2023

   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:09/27/2023

  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 purchased an "Ultimate Time Capsule" (single page collage of 6 pictures) from Lifetouch on 9/17/2023. The photo paper had a large blemish on it. I've spent 2 days trying to contact someone in the company. After 60 total minutes on live chat & multiple agents, I could not get a replacement. I was referred to 2 different phone numbers & tried both. After talking to multiple agents ( receiving multiple case #s), The last case# was ********. I still have no replacement or refund. Apparently their goal is to transfer you until you are cut-off enough to give up. This is unacceptable as I basically paid $15.90 dollars for a single ************ will not honor that or provide any real customer service. Please help as I don't know how to get my picture or money now.

  Business Response

  Date: 10/02/2023

  We have submitted a reorder and a refund. We were able to reach the customer by phone to let them know.

  Customer Answer

  Date: 10/02/2023

   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:09/19/2023

  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.

  I ordered a full set of my child's school photos (digital) over the years in response to a lifetouch email. There is definitely a charge from lifetouch on my credit card. But, when I called the number associated with it (which is the correct number), no one answered for 30 minutes. I went to the website and started a chat with customer service, but no one could find the order. Goodness. I would like the photos, but at this point, I think the order is lost. Please help me get the photos or cancel the order.

  Business Response

  Date: 09/19/2023

  We were able to confirm with the customer that the ********************** images are in his Shutterfly account.

• Initial Complaint

  Date:09/07/2023

  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.

  We paid to have our son's Prestige Graduation Photography at ********************* School. When he arrived, the photographer was abrasive and rushed the pictures. Our son was unable to communicate that we had paid for the upgraded session. In addition, when he signed in, it was under the wrong name and when he told the photographer about it, the photographer scoffed. We called Prestige Photography to ask for a refund and were informed that because the pictures were not uploaded, they wouldn't help us.

  Business Response

  Date: 09/12/2023

  We will be refunding the SIt Session Fee once the students information is uploaded. We have let the customer know.

• Initial Complaint

  Date:09/06/2023

  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.

  My children had their pictures taken by Lifetouch at their school on August 10, 2023. In the information from Lifetouch leading up to picture day, they stated "Review images and purchase with their unique ordering information, provided after picture day" and "prepayment not required." On August 25, the pictures from August 10 were available to be viewed. Looking at their site and deciding what to purchase, there was a banner that stated "Enjoy FREE Shipping on your Fall 2023 Picture Day Order." After discussing and trying to decide what to order, I tried to place an order on September 6. (Banner indicating free shipping is still present). During checkout, a shipping charge of $7.99 was being applied. I did an online chat to address the issue of the shipping and I was told the offer was only good for 5 days after the pictures were taken. Meaning, by August 15th, the offer expired. However, we weren't even able to review the photos until August 25, over two weeks after the pictures were taken. I intended to buy digital copies and a couple 5x7 prints. After explaining the situation to the Lifetouch representative, they stated the shipping would still be charged, and offered a $5 coupon instead. I decided against purchasing the prints and just get the digital copies so there would not be a shipping charge. Unfortunately, Lifetouch sends a printed class photo with every purchase whether you want it or not, and you MUST pay shipping on the class photo. There is not an option to get a digital package without the printed class photo. Very misleading and false advertising from Lifetouch. Informing patrons to wait to view the photos before ordering and then stating free shipping on their site without any stipulation and then forcing a class photo when it is not even wanted. I would like the shipping cost refunded since their site STILL says free shipping for Fall photos.

  Business Response

  Date: 09/11/2023

  We have refunded the shipping fee.

• Initial Complaint

  Date:07/28/2023

  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.

  I used a Groupon voucher at the Jcpenny portraits studio and it was suppose to include 36 photo cards but I wasn't given and my photos came out dark and cut out,I reached out to them,they want me to come in to retake but I can't because I have to miss work and waste my gas,bring my toddler who is hard to keep still then drive 40mins to the studio,it's even more inconveniencing and I told them it's not possible ,but they said that's all they can do and I feel that's very wrong because they cause the problem and now I have to lose money from work to have to redo what should have already been done without issues .

  Business Response

  Date: 08/07/2023

  We have spoken to the studio and the customer. After a lot of back and forth the customer has opted for retakes.

  Customer Answer

  Date: 08/07/2023

   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.

  And I sent them an email to confirm that we will be coming for retakes in December because we don't have time to come back anytime soon, but they haven't acknowledged the email and they seem really disorganized and lack communication among themselves,going back and forth ,different supervisors contacting us giving different solutions.

  In addition,First time we went to JCPenney to take photos,they turned us back because we were 5mins late,even after we told them it was cause we couldn't find the studio,they said they couldn't take us in,now we came 10mins early and had to wait almost an hour to be attended to,because they were backed up,so I guess we were expected to deal with the lateness from them but they won't if were over 30mins late and the manager **** didn't even apologize to us for the wait,some of the pictures she took of my daughter with her holding a toy was also not sent to us,at least give us the opportunity to look at all the pictures first and choose ,I didn't like some of the pose,but they want it their way ,though she was friendly but she lacks professionalism.

• Initial Complaint

  Date:07/17/2023

  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.

  During August of 2022, I took school photos provided by Lifetouch. They failed to provide the school with these photos and didn't provide the portrait code as explained by photographers. None of the school photos for anything were updated. I though it was no big deal until I buy my yearbook for $100 this year, I am not in the yearbook because Lifetouch lost the photo. I spent a lot of money on this yearbook as it is my first year of high school, but I can''t have these memories because of Lifetouch.

  Business Response

  Date: 07/18/2023

  Our company took the Fall portraits for this school, the student was not photographed. The school uses a different camera for school id's. Also we did not make or print the schools yearbook, they opted for another company. We did refund payment for another picture day as a form of compensation for this customer though.

• Initial Complaint

  Date:07/11/2023

  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.

  Graduation ceremony pictures are awful quality for the amount paid to capture this once in a lifetime event is sickening. Tried to contact the business with no response; kept getting bounced out of system by on-line chat system.MMID #: ******************

  Business Response

  Date: 07/13/2023

  We have sent the information to ********, who is responsible for these images. Lifetouch only takes the images for this company. They are in charge of their own refunds and reprints. We have let the customer know.