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:12/14/2022

  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 materials were receipted in their system 14 weeks ago according to the customer service representative I spoke to. I asked that a manager call me back because she said "in order to expedite your order it will cost $140-180 more." I said, but you're late, and running behind schedule (says 8-12 weeks from time they receive the materials). I based ordering from them on when I would get the items back. She said they are running behind schedule. I said, "if you're running behind then why can I expedite this at an extra fee and cut ahead of people that are deserving to get these back ON TIME?" The resolution I want at this point, since I still have no word of them even starting the processing of my videos is that they simply expedite at no cost to get the videos streaming back to me PRIOR TO CHRISTMAS since this was supposed to be a Christmas present, at NO ADDITIONAL COST since THEY are the reason it's late. If they are running this behind they should not be advertising even bigger volume deals on their emails. THey should slow their process down to give the service they promise without extra fees.

  

  Business Response

  Date: 12/15/2022

  Hi *******, 

   

  Thank you for taking the time to provide us with your feedback. It took some time to locate your order as it was placed under a different name ( *******) and different email address (*******.****************************. We see your order arrived here to us 9/23, approximately 12 weeks ago, we apologize for any confusion on the timeline there. While our advertised average processing time is 10-12 weeks, we do also disclose that these times may vary during the holiday season and encourage to order early as this is our busiest time of the year and we strive for full transparency! We offer rush or expedited options when placing the order, if it was needed before Christmas time. We apologize if this could have been more clear. We have added rush processing to your order, free of charge already and our team will have it completed as soon as possible. 

• Initial Complaint

  Date:12/05/2022

  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 tape transfer services from LegacyBox on 11/12/2022. I paid $491.28 with my PayPal credit account. I have since become unemployed, and prior to submitting materials for transfer I requested my order be cancelled and a refund issued to my PayPal credit account. A company rep notified me that my cancellation was received, and they would issue a refund in 7-10 business days. Soon after, I received a refund of $246.33, about half the amount I paid. I emailed the rep why the refund was half what I paid. I was advised they deducted $24.95 for shipping costs (the box to for sending in the tapes) plus a 20% restocking fee of $220.00. I replied that I accepted the shipping deduction, and knew there was a restocking fee, but 20% of the product cost ($399.99) should only be $80, not $220. The rep responded with an apology, stating I paid a discounted cost for the service, actual product cost was $1,099.99, and this was the amount they used to calculate the restocking fee. I feel this is a totally excessive charge, as that is not the amount I paid for the product. They should charge restocking based on what was paid, not what their retail cost is. I accept a restocking fee for the product cost I was charged, not for an amount I was not charged. I paid $399.99 for the product service, plus shipping cost, plus sales tax and a shipping protection service. I should expect a credit of $386.33, but received a credit of only $246.33. I should be due an additional refund of $140.00

  

  Business Response

  Date: 12/07/2022

  Hi ******, 

   

  Thank you for taking the time to provide us with your feedback. We apologize for any confusion. The restocking fee is 20% of the MSRP of the order, we apologize if that could have been more clear. Your order has been refunded the additional $140 as requested, with the only charge remaining being shipping and 20% of your order cost. Please reach out to our customer service team at [email protected] if there is anything else we can help you with. 

  Customer Answer

  Date: 12/07/2022

  
  
  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:11/21/2022

  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.

  #legacybox. I placed an order after hearing ads over and over again. Charged me $818.43. Then I read reviews on how some people’s memories were LOST! So I panicked and did not send my box in. I asked for a refund. Told them why. I’m in Florida they are in Tn and I didn’t want to risk anything being lost by mail system. Since they sent me the empty box and my list of numbers, they said ok but would be a restocking fee. They only refunded me $573.48!!! A $244.95 restocking fee?!?!?!? I called. They said price of the stickers and box and time! An EMPTY box and $1.00 maybe of stickers and a book????? That they said not to send back!?!?! I would understand $100 charge max but $245.00???? I’m reporting LEGACYBOX

  

  Business Response

  Date: 11/22/2022

  Hi ******, 

   

  Our team has sent you an email but to follow up here as well, your order has been refunded in full, minus the cost of shipping, which was $24.95. Please reach out to our customer service team at [email protected] if there is ever anything else we can help you with. 

• Initial Complaint

  Date:11/15/2022

  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 sent 15 tapes in to get digitized and after 3 months, only parts of 3 tapes they said were able to be transferred even though I can watch them fine on VCR! They still charged $173 for what they sent back! Order number *******. That is completely unacceptable without being refunded some of that money!

  

  Business Response

  Date: 11/29/2022

  Hi ****, 

   

  We apologize for any confusion regarding your order! We are more than happy to assist you in receiving an applicable refund for the tapes that could not be transferred. We were unable to locate any correspondence from you after October 24th regarding completion time  with our customer service team, who is equipped and happy to assist you in the refund process. These are not applied automatically as we have no way of knowing if the credit card used to place the order in August is still valid, or if you would need a check, etc. You can reach out to our customer service team at the same address as before at [email protected] and the team can have the refund setup for you. 

• Initial Complaint

  Date:10/25/2022

  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 read other complaints and find that my experience with this company is very similar. I am filing a complaint to keep others from experiencing the same problems with cherished family files. Months of waiting and having missing, damaged and items they sent not working. DVDs that say error when you attempt to watch what they have sent.

  

  Business Response

  Date: 12/07/2022

  Hi ****, 

   

  Thank you for taking the time to provide us with your feedback. We see you have already been working with our customer service team who offered a free return to correct the issue for you, but you opted for a refund instead, which was issued on 11/01/22. We appreciate you bringing this to our attention again. Please do not hesitate to reach back out to our customer service team should there ever be anything else we can help you with. 

• Initial Complaint

  Date:10/21/2022

  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.

  The company, LegacyBox, did not complete my order - specifically, I paid to have 40 items digitized. They emailed they could not fulfill and said I needed to buy MORE items and then they would give me credit for 40 items to be digitized, but they will not provide a refund (even though they did nothing.) The problem is I don't have any other media because everything I have submitted, they cannot work with, so it makes no sense to keep buying more for them to check and see if they can digitize, only to be told no and then no money back, but keep buying more...! This is ridiculous.
  
  Seth, Senior Customer Care Agent, stated in the email "You would place a brand new order for any box at Legacybox.com. For example, you can get a 20 item box and pay for it. Then, you can send in that 20 that paid plus 40 additional items (60 items total) and we would waive the fees on the additional items
  since you have credit."
  
  No thanks. I want my money back.
  
  **** **********
  ************************
  ************

  

  Business Response

  Date: 11/22/2022

  Hi ****, 

   

  We apologize for any confusion! Typically if an order cannot be processed you would previously receive credits for those items that could not be processed. If you did not have any other items to send in, we are happy to alternatively issue a refund. We have reviewed correspondence and after you emailed with Seth, we did not hear back from you after the information was provided. Seth has not been with the company for about 8 months but another member of our team would be happy to assist you in processing your refund, if you could please reach out to us at your earliest convenience at [email protected] or by phone at 800-797-8210 9AM-6PM EST. 

• Initial Complaint

  Date:10/04/2022

  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.

  On 4/30/22 I ordered a package from Legacybox that claimed to convert 10 tapes into digital files as a gift for my parents. Before sending the tapes in, my parents previewed all the tapes with an old VCR they either had on hand or bought from a thrift store to ensure the tapes were in good condition and contained memories they wanted to convert. After waiting for months for Legacybox to convert the tapes, we received a single file from them with partial contents of two tapes. They claim that 8 of the tapes were "damaged" and unable to be converted. Again, they were in fine condition at home with a VCR. Legacybox claims that every tape is "hand-digitized by our professionally trained team". My elderly parents can make the tapes work but professionals can't? I have asked for proof/evidence that the tapes were bad. I believe that the company was short-staffed (something they routinely emailed me about and still have posted on their website) and it was faster and easier for the techs to say a tape was damaged in order to move through the orders faster. Until they can provide evidence to the contrary, this is what I believe happened. I would like a full refund for the cost of their service.

  

  Business Response

  Date: 10/05/2022

  Hi ****, 

   

  Thank you for taking the time to provide us with your feedback. I see you have reached out to our customer service team after submitting this notice and have been working with them to come to a resolution. Our customer service team is available 7 days a week and always happy to assist you first and foremost. I took a look at the order placed for your parents and I do see that most of the tapes were flagged as too damaged to be safely processed. They may in fact play in your home VCR however if there is any mold inside the tape housing that does not pass our standards and would not be processed. This is not only unsafe for our technicians to handle, but can also cause issues in our equipment when mold is run through it. We wanted to clarify that they were not marked as damaged due to staffing or lack of effort, in fact when a tape is either blank or marked "unfixable" as your parents were, this actually involves a more detailed transfer work flow as they have to not only be verified once, but twice. It is our goal to transfer each and every item that comes in to our facility to preserve memories for years to come. Our goal is never to rush an order and end up issuing a refund for work not completed. That being said, we understand from your correspondence from our customer service team that a refund has been requested, which will be issued after review from our billing department. You will receive an email once it has been processed. Please reach out to our customer service team in the future should there be anything else we can help you with! 

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: While I have received a refund, I am still very unhappy with their response. They have not provided any proof that the tapes were moldy. I have provided them with pictures of the tapes (with their rejected/damaged labels on them) and they have not responded to me. They are now ignoring me. I also reject the notion that it takes as much or more time to process tapes that are considered "damaged" than not. They are the ones who are constantly emailing and posting about how they are short-staffed. Out of the 10 tapes I sent in, 8 were marked damaged and two were allegedly processed. However, they LOST one of the files of the two they did process. So now my family's private, important memories are... where exactly? I'm not sure how a company loses a digital file. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:09/26/2022

  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.

  Was charged for digital backup for a year that I didn't want. Legacybox/Southtree refused to give a refund when notified the day following the charge to my credit card.

  

  Business Response

  Date: 10/03/2022

  Hi *******, 

   

  Thank you for taking the time to provide us with your feedback. We wholeheartedly apologize for any confusion. You were sent a reminder email 3 days prior to renewal but did not receive any correspondence from you until 9/25, the same day you had been charged and the same day you submitted this BBB request. Our customer service team replied to you the very same day requesting the cancellation, which was completed. At no point was a refund requested nor denied to you, as we are more than happy to accommodate this request. Typically once the renewal has been processed, your files would be saved for the subsequent year and if the subscription was cancelled you would not receive a charge on the renewal date next year, at which point your files would have been deleted. 

   

  That being said, again we apologize for any confusion, we have not heard back from you after the cancellation request however we will go ahead and process the refund request and you should receive an email confirmation momentarily. 

  Customer Answer

  Date: 10/05/2022

  
  
  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:09/06/2022

  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 6/6/23 Southtree confirmed that my order was received. The order number is ******* with a value of $339.95. The site also claims that Processing time should take 10-12 weeks. After 12 weeks, nothing has been started. It's in a production queue for months, which is a preliminary step before it even goes into production. I tried calling, and I just get a message stating that, "no one can answer, due to high volume." I have no idea when this will actually be scanned, but I'm concerned my media is lost. If no progress has been made, I'd like a refund and my tapes shipped back. If the company can provide and honest, meaningful estimate of how long this will take, I can use that information to assess my next steps.

  

  Business Response

  Date: 09/08/2022

  Hi ****, 

   

   First, I’m sorry that your order has taken longer than expected. We’ve had challenges in the labor market that have increased our processing time. I’m sorry for that, but know that our dedicated team has been working around the clock, seven days a week to complete your order as quickly as possible. Even faced with the labor market shortage our team has been working hard to increase our staff size, but unfortunately that does take some time as new team members must complete training to ensure they are fully equipped to handle and process your precious memories.  That being said, your order ******* (*******) is here safe with us. I would anticipate given the current processing time that it will be completed and shipped back within the next two weeks, at most. You will receive an email once it begins processing and from there it is typically just a few days (at most) until it has been completed. Please do not hesitate to reach back out to our customer service team if there is ever anything else we can help you with. 

• Initial Complaint

  Date:09/06/2022

  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.

  In March 2022 sent videos pictures to legacy box to digitize. It took 5 months for the company to send back dvds and a plug in computer drive. They contacted me via email a few times prior to delivery to state the process was taking longer than expected. When the product arrived there was a sticker on product stating the age of video may affect the quality of product. At no time was I contacted or notified of this to see if I wanted to proceed. They sent the product to me and it's not even viewable. It's got a continuous line of snow at the bottom of the screen. When I contacted the company with a detailed email of my complaints and concerns and my request for a refund...they stated that wasn't possible. I would gladly send back there digitized product. They wanted me to send my original videos to give it another attempt and I said absolutely not. The product they sent out was so sub standard there was no way I was trusting them to a redo to my cherished memories. I actually bought my own video DVD conversion and was able to make my own dvds without any problem. So the company is just careless and does not put out a quality product. I would like a refund at this point. Spent over 350.00 for this service and none of it is viewable.

  

  Business Response

  Date: 09/08/2022

  Hi ******, 

   

  Thank you for taking the time to provide us with your feedback. I apologize if there was ever any miscommunication on the services that we offer. We perform a 1:1 transfer, meaning the quality of the original will be a direct reflection of the quality of the digital output. We do not offer any editing, enhancements or repairs outside of splicing (film reels). We are more than happy to work with you if there was ever an issue with any of your transfers, as our customer service team mentioned. We would be happy to reprocess the affected tapes, with a triple quality assurance check if your originals in present day are not the same quality that you received back. We are unable to issue a refund for work that was completed as advertised, but again would be more than happy to address and correct any issues for you! I understand that when offered the proposed solution you declined. A majority of your order was photos, which I can see were transferred perfectly, but you have been refunded for the 3 tapes since you opted to not have them corrected. You should have received an email notification to the address on file regarding the refund for the 3 tapes. If you need any assistance if viewing the 300+ photos on your digital download, please do not hesitate to reach back out to customer service and they would be happy to walk you through it, step by step. 

  Customer Answer

  Date: 09/08/2022

  
  
  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,
  
  
  
  ****** ******