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:05/23/2023

  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.

  In December 2021 I purchased a package to transfer 20 VHS tapes to a digital download transfer. I received the footage 13 months later in Jan 2022 which out of the 37 download links, 28 were completely broken and the remaining 9 had a few seconds of footage and completely blue screens. I made contact with Legacybox on Feb. 4 and was told from supervisor Michael, my videos were not labeled correctly and he apologized that they did not transfer (and that his team made no attempt to label the videos when they were returned to notify me that the transfer failed.) Michael confirmed that his team would be issuing me a full refund (which I have in writing.) Now, 30+ emails later, I still have no refund. Michael says his billing team is running behind or claimed they had mailed me a check twice (mysteriously both never made it to me and he confirmed they have not been cashed.) I keep asking for an update and he repeatedly apologizes and says he will look into this with billing and three months later, no resolution. When I call Legacybox, Michael is mysteriously never there. Please help. I want a refund for the service they did not perform for me which they acknowledge a full refund is due in writing multiple times which I have.

  

  Business Response

  Date: 05/24/2023

  Thank you for reaching out. We are able to see in your order details that you purchased the kit in 2021 and sent it to us for digitizing in November of 2022. It is the age of the invoice that caused us to need to issue a check refund rather than an electronic one, and we apologize that these do normally take approximately 30 days to arrive at their destination through U.S. Mail. A second check has been mailed to the same address that was used on the completed order. This will take approximately 2 more weeks to reach you. Please reach out whenever you would like a status update! 

  Customer Answer

  Date: 06/08/2023

  Please reopen complaint. I have been trying to get a full refund (which they confirmed I was owed) since they were unable to transfer my vhs to download links. They originally said they mailed a check (no tracking number) that could take 30 days to get to me in March 2023. That check never came and they said I needed to wait another 30 days before they mailed a new one. They mailed a new one on May 8, 2023 (supposedly) and replied to my BBB complaint acknowledging so and that it could take 30 days to get to me. Today (June 8)  is day 30 and no check.

  

  Business Response

  Date: 06/13/2023

  We are sorry to hear that the checks have not been received. Our Customer Service team will reach out to you again to confirm the mailing address.  

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: The customer service rep who reached out today did not confirm the full total amount of my refund which has been confirmed several times by manager , Michael for $258. I have been working with your team to get my refund since Feb. for services your team could not deliver. I have sent another mailing address today. I would like a tracking number please since two previous checks have went missing.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/15/2023

  Your request is under review by our team!  This information has been noted, and our Customer Service Team will reach out soon.

• Initial Complaint

  Date:05/23/2023

  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.

  Placed an order 4/7/23 to digitize 2 VHS tapes to a USB thumb drive. Received the USB drive with 2 video files, one works and the other is a corrupted file that won’t open, upload, or convert. Tried emailing their support twice and no response.

  

  Business Response

  Date: 05/23/2023

  Thank you for reaching out. We apologize that you have been unable to reach us and that the thumb drive is not working well. We do not see any emails or phone calls in our system from any of your contact information, but we have passed your details to our Customer Service team, and they will attempt to create a new thumb drive to ship to you. You will hear from them soon!

  Customer Answer

  Date: 05/26/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/24/2023

  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 digitized tapes in early 2021. I’ve viewed on google drive many times. I had no correspondence to back up these downloads. I have searched the documents and nothing indicates I am supposed to. These tapes have the only videos of my dad I know to exist. I tried to view a few weeks back and the videos are no longer there. I’ve been told they deleted after 30 days and I know that is in error. The service person shared it was an error, they just deleted due to a Google policy change. I’ve asked for help and to be shown where I was told there was a 30 day to delete policy. He said a manager would have to do that because he doesn’t know if there was. I’m devastated and want to know what can be done. I deserved to know if they were changing the policy after years of operating under an old policy of saving the materials.

  Customer Answer

  Date: 05/09/2023

  
  
  The company has resolved my issue 
  
  
  
  ********** ****

• Initial Complaint

  Date:04/12/2023

  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 sent my MiniDV tapes to Legacybox/Southtree and they confirmed they received them on January 19,2023. They’ve had 10 years of my videos in their facility for 12 weeks and haven’t even started the digitizing process because of “labor shortages,” yet I get multiple marketing emails from them daily- when they can’t even fulfill the orders they have. I don’t even feel confident they know where my tapes are at this point! Although they state processing times can take 10-12 weeks, they confirmed to me yesterday they haven’t even started production. Tons of comments on their FB page from others in the same situation.

  

  Business Response

  Date: 05/22/2023

  Thank you for letting us know that you have not yet received your package. Your order was completed on April 14, 2023 and delivered to the address on file on April 19, 2023.  The tracking information was emailed the day that it shipped, and we are sorry that you did not see this information. Your order included Legacybox Backup, and the video files are stored safely. We understand the concern this can cause, and our Customer Service Team will reach out to you directly to help with this!

  Customer Answer

  Date: 05/22/2023

   
  
  Complaint: ********
  
  I am rejecting this response because:
  Yes, I did finally receive my product. However, it was only shipped after filing my initial complaint with Better Business Bureau. I am satisfied that I did receive my product, but consumers need to know that it’s a real struggle to get the business to actually follow through unless they are willing to repeatedly escalate issue. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/20/2023

  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 called legacy box before placing my order and was verbally assured that there would be a six week turnaround. This was critical because my items were to be a birthday present which has long passed. They have not responded to any of my email outreach and their phone. Customer service was abysmal. They have blocked me from filing my complaint on their Facebook page. I demand a full refund in the return of my items based on the several weeks that have passed since it was due to be delivered. During this intervening time. They sent me repeated emails saying that there were delays in the production process.

  

  Business Response

  Date: 03/20/2023

  Thank you for reaching out.  We apologize for the confusion, but our average turnaround time posted on our website is 12 weeks.  There are options to expedite for a fee, but these options were not chosen on your order.  Your kit arrived in our facility on 01/06/2023 and wrapped up last week.  The UPS tracking information shows that your delivery is estimated for 03/22/2023.  Our system shows that you called last week and sent two emails which were answered by our Customer Service team.  Did you receive their replies?  Unfortunately, your kit does not qualify for a refund.  You can visit this help page on our website for more information on our Cancellation Policy.   ******************************************************************************************  Please let us know if you have any other questions about your order.  

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  I am rejecting this response because I specifically got on the phone with the customer service person before I made the order and I was promised a six week turn around. I told them what the date of the birthday was for which I would be providing their product to someone as a birthday gift. They sent repeated emails to me saying that there was a production delay and I can forward you those emails. And then when I called customer service they were completely rude and dismissive of the fact that they had told me it would be a 6-week turnaround
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 03/23/2023

  We again apologize for any miscommunication in regards to our posted turnaround time.  Your order shows that it has delivered to your address on 03/22/2023.  Our Customer Service Manager has been working with you by email, and they await your reply to help you further.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is irrelevant that they finally delivered this weeks and weeks past when they promised me by phone. The item was for a birthday which has long past so I no longer need the product they provide. I need a full refund. I have repeated emails that they sent me saying that there were delays in the production process that I can forward to you to show that they recognize that they were not delivering on time
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 03/27/2023

  Our Customer Service Manager has replied to your email, and they await your reply to help you further with this issue.

  Customer Answer

  Date: 03/27/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: of the following

  Their most recent response to my complaint is that they have now delivered the product. It does not matter to me that they deliver the product when it is several weeks past when I was supposed to present it to someone at a birthday party. When I called they told me verbally on the phone that the turnaround time would be in time for that birthday party. 6 weeks. So I do not need the product now since it is long past the birthday. I would like a full refund

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

  

  Business Response

  Date: 03/31/2023

  We apologize if you have not received our replies.  Again, we are more than happy to assist you, if you can please reply to our emails.  

• Initial Complaint

  Date:03/17/2023

  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 from Southtree on 12/11/2022. I received the box in 2 days because I paid for expedited shipping. I sent the box with my tapes and it was received to the facility on 12/17/2022. Its 03/17/2023, and I still haven’t received my items back. Everytime I check, it’s the same status order. The most recent update has been there for the past 10 days. Its been so long and I just want my order. Ive tried called and 30+ times and I was never able to get a hold of someone. I need this to be resolved please. Thanks

  

  Business Response

  Date: 03/20/2023

  Thank you for reaching out.  The average turnaround time posted on our website is 12 weeks to complete an order.  Your order arrived in our facility on 12/19/2022 and it wrapped up on 03/17/2023.  UPS will be picking up the package today, 03/20/2023.  We apologize that it has been difficult to reach us, but there is an open email ticket with our Customer Care team currently.  It looks like they are helping you with your questions about the refund for the items that were unable to digitize.  Please let us know if you need help with anything else!  

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  I am rejecting this response because it took 12 weeks to “process and digitize” my tapes, but nothing was processed. Only 3 tapes with lots of blanks were processed. I waited for so many months to be highly disappointed. I ordered 2 usb devices and it was nothing was 3 tapes. Im very disappointed. I paid so much money for no reason. I need a immediate response or I will file a lawsuit against Southtree

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

  

  Business Response

  Date: 03/27/2023

  We understand how disappointing it is that most of your tapes were not able to be digitized!  Unfortunately, most of them arrived with mold or environmental damage.  You have been in contact with our Customer Service Team, and they have entered the request for your refund with our Billing Department.  This process can take approximately 10 days, but you will hear from them with the details of your refund when it is ready.  

• Initial Complaint

  Date:03/01/2023

  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.

  On 02/20/2023 I sent 8mm movies and photos to be digitalized. I received all of my movies and photos back but I did not receive either a thumb drive or CD with my items. I have tried calling numerous times and have texted them. I have gotten no response. I paid $595.61 for this service. I would like to have either the merchandise I have paid for or a full refund.

  

  Business Response

  Date: 03/02/2023

  Thank you for reaching out.  We apologize that the details of your purchase were not clear!  Please refer to your email confirmation dated 12/18/2022.  We offer the choice of a Disc Set, Thumb Drive, or Digital Download with or without the Legacybox Backup Service on our digitizing kits; the only option chosen on your order at the time of purchase was the Digital Download with the Legacybox Backup Service.  We sent you an email on 02/16/2022 with a link to the Digital Download so that you can download the files for your films and photos to your computer.  

  Please contact our Customer Service Team directly if you would like to add a Thumb Drive and a Disc Set to this order.  Each of those options is $79.99 plus tax on your order.  Let us know if you need help with any other questions! 

• Initial Complaint

  Date:02/24/2023

  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 was charged for a subscription for backup, $88.19, which I did not order. I tried contacting the company via e-mail, but they never responded. I tried calling the company, but they never answered even after I waited on hold. I tried accessing the order online to dispute or cancel it - Order ******** - but there was no way to dispute or cancel or see who placed the order or why the order existed. Generally, I am very frustrated because there is no way to get a hold of Legacy Box to find out why this happened and to dispute the order. Generally, I find that if a company signs you up for a subscription when you did not place it AND there is no way to dispute, review or even cancel the subscription, then the company is being deceptive and fraudulent and using suspect business practices.

  

  Business Response

  Date: 02/27/2023

  Thank you for reaching out.  We apologize for the delay in replying.  We have had an unusually high call and inbox volume lately. We are trying to reply to everyone as quickly as possible!  We also apologize for the confusion regarding the products that were purchased on your original order.  Please refer to the email confirmation from your order dated 07/20/22 where you will find that Legacybox Backup was added to this order at the time of purchase.  We try to make it clear that this is an annual subscription, and mention this information in 3 different places during the check out process to place the order. 

  You emailed us on 02/20/2023 to cancel this service, and it has been cancelled!  Unfortunately, we are unable to issue a refund of the subscription fee at this time because of the inquiry opened with your bank.  Please email us when the chargeback is cleared, and we will be happy to revisit the invoice and issue the refund for the cancelled subscription fee.  

  Please let us know if you have any further questions about this process or anything else. 

  Customer Answer

  Date: 02/28/2023

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

  I have searched all m e-mail and I never received an e-mail from Southtree or Legacybox detailing that I placed an order for backup.  Also there's no record of that order in my order history online.  This is what is very frustrating about Legacybox - they make this order happen and there is no documentation that the order was ever placed - and you can never see that you ordered this as part of your account.  Super frustrating.

  Another aspect that is frustrating - LegacyBox mentioned that they sign you up for a free year of backup.  Again, there is no way to know whether you signed up for this or not as there are no records.  But let's just say you did sign up for the free year - why do they begin charging you 6 months into the free year?  And let's say you wanted to cancel this subscription during the free year trial, how do you even do that?  There is no record you ordered the service and no way to access the record on your account and no way to cancel the service.

  Again, this is all very sketchy business practice, which is why I am going to be persistent here about having Legacy Box resolve this in a fair manner.
  
  
  
  Sincerely,
  
  
  
  ******* ************

  

  Business Response

  Date: 03/06/2023

  We apologize for the continued confusion.  If you refer back to the original email confirmation you will see that "Legacybox Backup" was an item placed on your order at the time of purchase.  There are multiple places in the ordering process to try to make you aware that this is a recurring subscription service.  It is also listed as a separate line item on our orders so that you can remove this subscription from your shopping cart if you do not want to sign up for this service.  When you come to the final step in the ordering process which reads, "I understand that I'm agreeing to a subscription. It will renew at the price and frequency listed until it ends or is cancelled," you must check a box to proceed with the order.  

  That said, we have had a recent change to our system which has affected the billing date of the renewal fee on your order.  We apologize for this inconvenience.  This is why the email from our Customer Service Team states that we will be happy to refund this renewal fee from 02/20/2023.  However, we are unable to issue the refund currently because a chargeback inquiry has been opened on this invoice, and we cannot make any changes to the invoice until after this process is completed or the chargeback is released.  After that is done, please reach out, and we will be happy to review the refund request at that time!  You have successfully filled out the form asking to cancel this service, and it has been cancelled.  

   

  
  

• Initial Complaint

  Date:02/13/2023

  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.

  Almost 2 years ago, we had our family photos digitized by Southtree. We paid $186.78 for 3 boxes. We got digital downloads & followed the instructions to save them to our google drive. This morning we woke up and they had been deleted. And when we went to go to the original download links, the files had also been deleted. I attempted to call at 9am EST, when the website says phone lines are open. I immediately got a message that said “due to high call volumes we are unable to take your call.” And I got that message every single one of the 41 times I called between 9:00am EST and 9:45am EST. There’s no way phone lines are that busy from the get-go on a Saturday morning that you’re unable to take a call.

  

  Business Response

  Date: 02/14/2023

  Thank you for reaching out.  We apologize that our phone lines have been unusually busy.  The Digital Download links do eventually expire, and this is the case with yours since it was digitized 2 years ago.  However, when you download the files from the Digital Download link to your computer, that is a separate copy and those files will not expire.  Unfortunately, it sounds like you had made a copy of the shortcut to the files rather than downloading them to your computer for storage.  We apologize for the confusion!  This is something that we can help you with, and our Customer Service Team will reach out by email to attempt to troubleshoot the issue.  

  Customer Answer

  Date: 02/15/2023

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

  They are trying to charge me $480 to recover the files because the links to download them expired despite them never disclosing the fact that the download links expire at any time nor did they send out any type of warning or reminder that the link would be expiring. Asking me to pay nearly $500 for their mistake is objectively ridiculous and borderline insulting.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/17/2023

  We understand your disappointment at losing the digital files that were created for these orders!  Unfortunately, the files do need to be downloaded to your computer rather than linked by creating a shortcut.  These fees are part of the process to create the Legacybox Backup Service and new access to the files.  From your recent communication with our Customer Service Team, it looks like this is in process!  When the files are available, we will be happy to help you download them so that you can store them permanently.  

• Initial Complaint

  Date:02/13/2023

  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.

  11/28/2022 & 12/14/2022
  $465 total
  LegacyBox Order # *******
  I paid them an initial 141.98 for the Digital Transfer Kit an addl $324 for added media. They were supposed to digitize my Video Tapes. Each tape was identified with a number. They returned all my tapes. Only one Tape was correctly copied (into 3 Files); my 2 Beta Tapes weren't copied. They returned four items they said were damaged or blank; the rest were unviewable garbage. The Tapes were in a format they don't digitize (SVHS), but instead of rejecting them, they attempted to copy them. I didn't know a VHS player couldn't play SVHS tapes but they should and should have contacted me to ask if I wanted to pay to have them converted to garbage. They have ZERO support. I've called, emailed, started a chat session, and the same "person," Cassandra, sometimes gets back with a canned response "We're swamped but check the website for your order status." I want a a refund for the media they didn't digitize and the ones they DID but shouldn't have.

  

  Business Response

  Date: 02/14/2023

  Thank you for reaching out.  We apologize that it has been difficult to reach us!  We do see your first email addressing this matter dated 02/08/23, and when we replied with the details for how to help you with your order, you were unavailable to discuss it further.  The Customer Service Agent that replied provided the information that we need from your order to submit a request for a refund of the affected tapes from our Billing Department.  Please reply to that email with the sample footage described, and we will be happy to help!