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:08/17/2022

  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.

  Sent in VHS tapes to get transferred to a thumb drive. Two separate orders for gifts. They advertise 10 to 12 weeks turn around. Emailed them and they said 14 to 16 weeks. Still haven't received anything. They were quick to charge my credit card so have been sitting on my money for 4 months. Would like them to return my VHS tapes as they have my money that included return shipping. They still say on their web site 10-12 weeks. Isn't this false advertising. They send emails to make you think everything is on time, now they even stopped sending the emails.
  Again would like them to just send my tapes back,

  

  Business Response

  Date: 08/17/2022

  Hi ***** 

  First, We're sorry that your order has taken longer than expected. We’ve had challenges in the labor market that have increased our processing time. We're sorry for that, but know that our dedicated team has been working around the clock, seven days a week to complete your orders as quickly as possible. We have not only been working hard to increase our staff size, but with that does come a training period to ensure our team is properly trained to handle and process priceless memories.  Our advertised average processing time is 10-12 weeks, but some orders do fall outside of that average. We strive to be as clear and upfront as possible by keeping you in the loop with regular updates and our customer service team is available 7 days a week as well if you ever had any questions or anything we could help you with. 

  We have reached out to our production team to pull your orders from their place in the queue to bring them to the front of the line for processing. Although both orders are under different names, the email address used to place the orders is the same, so you will receive updates regarding both within the next 24-48 hours. Once they begin processing it is typically just a few days before they are completed and shipped back out. 

  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:08/12/2022

  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.

  I paid to have 2 Video tapes data put onto Digital media. 1 tape worked but the other did not, they send it back, I put tape into my recorded and it works just fine. legacybox.com said is was damaged but works fine with my unit. I contacted legacybox.com with email on my refund and they will NOT reply back or refund my money! legacybox.com only wants your money with no emails reply when you contact them, i emailed them SEVERAL times and never returned my money back or emails. NO way to contact them!!!! They will not answer your emails if something happens or anything like that.!!!! Horrible service! Paid for 2 tapes got 1 so expect 50% refund back but again they do not write back or call back after several emails and calls! Buyer be ware of this SCAM!

  

  Business Response

  Date: 08/12/2022

  Hi *****, 

  We wholeheartedly apologize for any confusion in communication. We apologize that we were not able to process your tape for you, but our customer service team has responded to both of the 2 email threads we received from you. Your refund, as our team mentioned was issued on 7/26 to a visa ending in ****. A refund confirmation was also sent to you at the address used to file this claim. We apologize if you did not receive it. Refunds can take anywhere from 5-10 business days to post to your account, depending on your financial institution. Please don't hesitate to reach back out if there is anything else we can help you with. 

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  I am rejecting this response because: I never got a response and NOW only after I write the BBB do they respond! SHAMEFULL!!!!!!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/08/2022

  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.

  I purchased a Southtree box in April and sent 10+ tapes and films to be digitized for $154 (Order ******* * *******). The items reached Southtree on May 6. I have received neither my original items nor the digitized versions. Their advertised timeframe is 10-12 weeks. It has been 14 weeks and according to them, my items have not yet been processed but "everything is proceeding as normal". This is unacceptable. I would like to get my items back since those are irreplaceable memories and get a refund on the order.

  

  Business Response

  Date: 08/10/2022

  Hi ***** 

  We understand you are anxiously awaiting the completion and arrival of your order and we wanted to let you know the steps being taken to ensure that happens as quickly as possible.
  For context, while our advertised average processing time is 10-12 weeks, that average is subject to change, given the sheer volume and influx of orders we have received this year coupled with the drastic labor shortages affecting most companies. We are a relatively small team and this past year we received far more orders than anticipated. Our entire team has been working as quickly an efficiently as possible to not only increase our staff size, but to process each and every order in the order in which it is received. This is not an excuse, but simply to provide some context.
  We have reached out to our production team to put a rush on your order. This will essentially pull your order from its place in the queue and bring it to the front of the line for processing. Once it begins processing (you will receive an email) It should be completed within just a few days at most.
  
  Since you have the digital download on your order, that will be sent to you via email as soon as the order has been completed, while you are waiting for the delivery of your original items.

  Please reach out to our customer service team if there is anything else we can help you with at [email protected]

• Initial Complaint

  Date:08/01/2022

  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.

  On February 14, 2022, I purchased the 10-item digitizing kit from the company DBA Legacybox for $220.26, collected at the moment of purchase. In exchange for my money, Legacybox agreed to safeguard through their barcode tracking system and digitize 10 of my home video memories in 6-8 weeks. Upon receiving my items, Legacybox changed their terms to take “up to 12 weeks” to digitize and send my items back. Upon email confirmation of receipt of my items, I attempted to track my items in Legacybox’s system to ensure they had received everything I sent. At this time I discovered Legacybox’s tracking system to be inferior to its claim. The customer can only see that Legacybox says it has your items, but the customer cannot see how many items they have nor can the customer track each individually barcoded item through the process, as claimed on Legacybox’s website. I contacted Legacybox at the 10-week mark because I had not had an update regarding the progress of my order into digitizing and the promised “up to 12-week” timeline was nearing conclusion. It was at this time I received a response indicating Legacybox’s timeline was now 14-16 weeks. This extension was never communicated to me and was only done because of my inquiry into my order. When I finally received my order back a few weeks later, I was horrified to find one of my 10 original family memory tapes missing and also not there in digitized format. I immediately contacted Legacybox and they claimed I did not send it. I requested further investigation because I had sent the item, and paid for it, to which they responded they would try to locate my item, which could take up to one week. Just one day later I was notified they could not find my item and that was that. No offer of anything to make amends for the priceless family memories Legacybox carelessly lost and still charged me for digitizing.

  

  Business Response

  Date: 08/01/2022

  Hi, ******** 

  Thank you for reaching out.  We sincerely apologize that your tape cannot be located.  We understand how important your home movies are, filled with irreplaceable memories.  While we do not have a record of this item being sent to us for digitizing, we have opened an investigation to do everything that we can to try to locate the tape.  These details will remain on file, and if your inquiry produces any new information, we will reach out to you immediately.  

  We are sorry that your order took longer than expected. We have had challenges in the labor market that have increased our processing time. Our team is working seven days a week, around the clock to complete orders as quickly as possible.

  Please reach out if you have any further concerns.  Thank you.