Complaints

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:06/17/2025

  Type:Billing 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 cancelled a recurring cloud subscription in June of 2024. I was again billed this month for the cancelled cloud subscription. Had I not been paying attention to my charges - there was a possibility that I would have paid this.

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out. We apologize for the difficulty you have experienced when attempting to cancel your Cloud subscription! You are able to cancel this service online by logging into your profile or by reaching out to our Customer Service Team. Last year, when you emailed us asking to cancel, we needed a verification form filled out and added to your reply in that email conversation. It looks like that step was not completed. The cancellation process has been streamlined this year, and we were able to use your latest email correspondence asking for the subscription to be cancelled as verification. Your subscription has been cancelled, and you have been unsubscribed from all promotional communications! 

• Initial Complaint

  Date:06/17/2025

  Type:Billing 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 bought services from Legacy Box from online advertising, and before I bought I contacted the company by email to understand how its pricing worked. Following their advice, I bought a 10 item box that would allow me to have 250 slides digitized. If I had more than 250 slides, they advised how to add them to the package for additional charge. What they did NOT tell me was that that additional charge would be more than 2x as much as I paid in the first place (for not even 250 more slides)...and that they would not send my originals back until I paid. (nor would they share the digitized versions). Obviously, if I had know this, I would have done an exact count of the slides I had and ordered a larger box in the first place -- or I would have sent in only 250 slides -- or I would have ordered more than one box at the promised price (to cover however many slides I had past 250).

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out. We apologize for the confusion caused by our invoicing process! The prices for the added items can be found on these extra safety barcodes applied to the items when packing the kit to send back to us. Our Customer Service team will be replying to your current email conversation with more information about the price of our kits as compared to the price of the invoice already on your order. This current invoice works out in your favor! We look forward to hearing from you!
  

• Initial Complaint

  Date:05/28/2025

  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 submitted 150 photos to be digitized on a thumb drive in February of 2025. When I received the thumb drive back a few weeks ago this May, over half of the photos are showing the backs of the photos. I have contacted Legacybox about this issue. I was told that many people have this issue and they have tried a few times to help me turn them around via Email. I have done my best but cannot do this, spending over 3 hours or more! I told them I want to send the thumb drive back and have them correct this issue. I should be able to insert the thumb drive that I paid extra for and see all the fronts of the photos!

  

  Business Response

  Date: 05/30/2025

  Thank you for reaching out. We sincerely apologize for the confusion caused by scanning the front and back of your photo prints! The images of the back sides of the photos were simply extra as some families enjoy preserving any hand-written content on the back of their prints; you were not charged extra for these images.
  
  Your thumb drive and Cloud profile were both designed to keep the fronts and backs separate; they are separate files. You are able to delete the folder labelled "Back" from your thumb drive if you do not want these images. Alternatively, you can copy only the folder titled "Front" to any of your other storage devices. Please let our Customer Service team know if you need further assistance with this process! 

  Customer Answer

  Date: 06/04/2025

  
  
  
  
  Thank you for all your help.  I tried to do what the company said but as I said previously I am not a computer expert. I did find the file that said front only, back only but they were still mixed in a little on both files so I didn’t want to delete just the backs. Some of the pics are upside down which I can rotate but why should I ? It’s like whom ever did this was in such a hurry, they just did it to get the job done! 

  I do not want to take this any further because it has taken way too much of my time!!! Thank you again but I will not be recommending this company to anyone and I give them  a D as a rating. 

• Initial Complaint

  Date:04/10/2025

  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 was attempting to access out cloud account and am not able, I am not being told that the link provided was only good for 30 days. When we placed our order we were told that we would have access and were not told of any timeframe, we also ordered a thumb drive on our original order and did not receive it. We were told we did not order the thumb drive and I requested they review our call from when I placed the order as we called in for questions we had. They now want me to pay 14.00+ including tax every 30 days for this link. This is a deceptive and devious company.

  

  Business Response

  Date: 05/06/2025

  Thank you for reaching out. We sincerely apologize for the confusion caused by our invoicing systems and backup storage process! Your order was completed in 2020, but we would still be able to send you the original confirmation details for verification. Unfortunately this order was not placed with our Legacybox Backup subscription (now called Cloud), so we are not able to create the new link without attempting to recover the files, and this is the process that our Customer Service team was attempting to explain by email. Although there was not a thumb drive on this kit, we can help you with those options through the same email conversation. We are currently working to determine whether we are able to recover the files for this order, and we'll be in touch by email when we have more information! 

  Customer Answer

  Date: 05/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I am not rejecting their response as they are working on the issue at this time per the response they sent, I don't want to close out the complaint until we know the issue is totally resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  I am rejecting this response because:  I am not rejecting their response as they are working on the issue at this time per the response they sent, I don't want to close out the complaint until we know the issue is totally resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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 have asked this business repeatedly to delete me from their database. I am NOT interested in their product. They reassured me more than once that this is being taken care of and yet I continue to be solicited my email and text.
  I hope you can assist me in making this end.

  Customer Answer

  Date: 04/07/2025

  Issue resolved ********

• Initial Complaint

  Date:02/26/2025

  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.

  Legacybox digitizes photos, videos, cassette tapes,etc and returns them with a CD or thumb drive of the items sent. I placed an order to have 10 cassette tapes digitized. In addition to having a more updated form of recording, I wanted the whole tape on one CD.
  I placed the order on 9/16/24. They sent a prepaid box, received my 10 tapes on 10/22/24. I received the completed order on 12/10/24.
  Instead of 10 CD's, I received 38, 20 of which were blank. Those that were recorded were split and recorded side 1 on 1 CD, side 2 on another, Two of the tapes were only recorded on side 1. The volume was so variable on each CD that I would have had to adjust the volume setting each time I listened. Additionally, 2 of the CD's weren't even mine, they were an audiobook of "********* *****". And finally, immediately prior to sending the tapes, I listened to all of them, both sides. All ten were good quality as they had been cared for and kept in a zippered tape organizer. But Legacybox claimed they couldn't duplicate it. No price adjustment was offered.
  Overall, what I got back from Legacybox was inferior to what I sent.
  The response letter I received from them, like the CD's, was unsatisfactory. Just a lot of blah, blah, blah.
  Order *******, Paid $161.94

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out. We apologize for the frustration that you are experiencing from your order. We would be happy to walk you through some of these issues—we were able to digitize some great files from your audio cassettes! We understand that the way our system automatically makes a set number of CDs for audio items can cause some confusion, and we can help you narrow down the ones that you need for your collection. Some of the discs that you received are blank because they were not needed to capture the content of your cassettes. You needed 18 discs for your order. Please reply to our Customer Service team again through the same email conversation when you are available. We look forward to hearing from you!

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The offer to "walk me through" the process indicates that this business is not willing to accept responsibility for an inferior outcome not to mention waste of multiple unrecorded CD's. I am not asking for an explanation on how their operation works, I am asking that they honor their mission statement which is "If you're not happy, neither are we. We'll make it right or money back."

  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 02/28/2025

  Our Customer Service Team will be glad to discuss your options going forward regarding a quality review of the files that we created. We do want to make sure that you have all of the necessary discs needed for the files that we made for this order. Please resume your conversation with our team in the email from ***********************. We look forward to hearing from you! 

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes, by all means, I invite you to listen to the CD's keeping in mind that when you look for side two of a couple of them, you will not find a side two because they were not recorded. Keep in mind also that you will hear an audio tape that is not mine. Also pay attention to the difference in volume for each tape recorded. After you have done that, if you feel that this order was acceptable, if you would have been okay with it if it was your order that you received back from a different company, would you have been satisfied?
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/20/2025

  Type:Billing 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 Legacybox digitizing kit which was supposed to be to include CDs (website showed CDs included which was very deceiving) and a Thumb drive for a total of $306.66. My order showed up without the CDs. I called customer service and spoke with **** and asked why I didn’t receive my CDs with my order and he said that he agreed that the website was deceiving and a lot of people call due to they think that the CDs are included but they are not. I then asked to speak to his supervisor and he put me on hold and came back on the line and said there was nothing they can do about it but they will be changing the website so people do not get confused to think that the CDs are included. This company is taking advantage of people with false advertising. I did ask to speak with his supervisor but he would not let me I asked for their names and he said they were **** and *****. I would like Legacybox to refund me at least Half of the $306.66 that I had given them for my order in which I only ordered it for the CDs mainly and actually paid extra just for a thumb drive. So basically I just received a thumb drive for $306.66. Please contact them to rectify this situation. I feel they are deceiving the public. Thanks

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out. We apologize for the confusion! When your order was placed on the website on 11/30/2024 you selected the thumb drive as an output option, and our orders come with a Cloud subscription that is free for the first 90 days, then billed quarterly after that. The disc set was an additional option that was available to you when placing this order or could be added with the use of the Upgrade Stickers in the Welcome Guide. Without either of these options being selected we were unaware that you wanted the disc set, but we would be happy to make it for you now while we still have your digital files! The price for a disc set on a 20 Item Kit like yours is $44.99 plus tax. You can review your options in the confirmation email that was sent on 11/30/2024. Please send your order information to *********************** if you would like to set this up with our team. We look forward to hearing from you! 

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: your website was deceiving to say the least. It’s too bad you run a business like that in deceiving customers. I will never give you anymore of my hard earned money. Hope you change your website so no other customers get cheated
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/13/2025

  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.

  They didn't deliver what I paid for, and I can't get a response to numerous emails!
  1. Order ******* was placed on November 7, 2024, to digitize 8) mini-VCR tapes, 3) 8mm movies and 25) slides. Payment was charged to my credit card on 11/7 & 11/15/24.
  2. Digitizing was completed on 12/12/24, the originals were then packed and shipped back on 12/12/24.
  3. *** package was recalled by Southtree Digital\Legacybox (shipper) on 12/13 and delivered back to the vendor on 12/17 due to contents error.
  4. Legacybox Cloud account notification was received on 12/14/24. Upon creating an account, it was discovered that the contents only contained 5 of 8) mini-VCR tapes. The 3) 8mm movies and 25) slides were complete.
  5. The original items were reshipped on 12/26 and delivered on 12/31.
  6. Numerous attempts (email & phone calls) were attempted through 1/20/25.
  7. On 1/27/25, spoke with "****" at Legacybox after waiting on hold for over 40 minutes. She confirmed that three videos were missing and would submit an order to the "Cloud Tech" to resolve. She stated that resolution should be 3-5 business days.
  
  AS OF THIS DATE, 2/13/25 @ 1400 HOURS ET:
  I am still missing Barcoded items ********** ********* *** **********

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out. We sincerely apologize for the issues that you have experienced with your order! Our team is working to evaluate your Cloud account today, and we will be sending you another email to see how we can help through any other issues. 

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Cloud account has not been updated per the response listed on the complaint. Also, I have never been contacted by Southtree\Legacybox to discuss the numerous issues regarding this order, other than receiving an email indicating that a refund of $10.07 had been issued. When I replied per the instructions in the email, it "bounced" stating the mailbox was unattended. PDF copies of both emails are attached.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 02/28/2025

  Thank you for reaching out. We apologize that you have had trouble reaching us. The email addresses in the attached PDF are both no-reply emails. You can reach us by replying to one of the conversations that you have had with our Customer Service team using email ***********************. Unfortunately we were not able to digitize 3 of your items, and the refund process was begun. The invoice for the extra items added to this order was not able to be refunded because a chargeback inquiry has been opened, freezing the invoice until the review is completed. When you hear from your bank that the chargeback process is completed, please follow up with our Customer Service team about completing the refund process. We look forward to hearing from you! 

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  When Legacybox made to attempt to contact me (either via email or phone) regarding the issues, I was forced to dispute the charges made to my credit card. Further, no explanation for the refund of $10.07 has yet to be provided and the explanation that they were "unable to digitize" three of my items seems like just another excuse of poor performance. Apparently, the easiest way for this business to rectify the situation is to "cut bait" and issue a refund. Shame on you, Legacybox!

  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:02/13/2025

  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.

  On 10/09/2024, I placed an order to digitize 10 videotapes. Eight (8) tapes were delivered to Legacybox as per their instructions. I understood that there would be a long delay in receiving my final order. When I received the final product on 01/24/2025 that included cloud services and a thumb drive, I discovered that one videotape was not properly digitized. The video portion of the tape was all static, but the audio portion was present. On 02/01/2025, I began an e-mail dialog with **** who ultimately recommended that I demonstrate that the video portion was visible. I thereafter provided a short video by e-mail. Since that time, no one at Legacybox will communicate with me or provide a resolution. At this point, I request the tape be re-digitized and the appropriately digitized version be placed on a thumb drive and on their cloud service. If the company refuses the redo the tape, I request a refund of money. I am upset at the company's failure to communicate with their customer. I believe I have been more than patient.

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out. We apologize that your conversation to review the issues with this tape was a lengthy one! When our Customer Service Team received your reply from 02/14/2024, they got to work setting up the Return for this tape. You have received an email with a *** shipping label to use for this. We will be happy to try it again and hope for a better result! Our process is a one-to-one transfer of the videos as they display in our equipment, and that can be different in every player because of the nature of the analog media. We'll rush your tape through the facility as fast as we can when it comes back to us! 

• Initial Complaint

  Date:02/06/2025

  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.

  On November, 2025, I submitted one large 8 mm reel containing film from 1947 and 2 other smaller reels (contents unknown.) On November 12, I received a Phone call from **** from Legacy box explaining the the box I had sent was old and was for 2 items and I owed an additional $13.72 for the third item. The charge was put on my discover card. She also told me that if they requested additional money I was to ignore their request. I questioned this and she confirmed. The order was placed. Further interaction is as follows:
  Order was checked in and I would get I disk and 1 cloud. November 20, from *****, Order was flagged in receiving fo rpayment for an a,dditional items, which I already paid for. November 27, from ******, Order was in process. December4, from *****, Order was in process. Order was processes on December 24, When I checked beyond that, my order number does not exist. I have sent several text, none were answered. I have called 4-5 times. The message said thee is a 5 minuet hold. I have been on hold for as long as 35 minutes and the call has not been answer.
  These taps were very important to me and it is important that they take the time to locate them.

  

  Business Response

  Date: 02/10/2025

  Thank you for reaching out. We apologize for the confusion. Some of the details and contact names provided here to do not match your order details; however, we were able to locate your order in our system. Your kit was reactivated from a previously expired order for 3 items, and 4 film reels were sent to us. One of the items has an outstanding invoice for $17.99 plus tax as seen in the Welcome Guide that came with your order dated 11/12/2024. Your order has been completed and can be shipped when this remaining invoice is completed. Our Customer Service Team will email this information to you again so that we can review it together. We look forward to hearing from you!