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:02/03/2025

  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.

  December 17th 2024, I purchased a digital conversion of 2 VHS. I followed all instructions and sent the media to be converted. When I received everything back, the company sent me a 2 digitally converted videos of my original VHS. However 90% of the footage was missing. One of the videos had NOTHING on it: Just static and a blue screen. The other video I received was missing over half of the video, replaced by a blue screen. I confirmed that the VHS media which was sent was not damaged in any way. The media plays on the appropriate VCR devices and all footage is without error or damage. I attempted to contact the company to obtain a refund. I was unable to receive a refund. I believe the company scams purchasers through false advertising. I did not receive the item I paid for despite the good condition of my items. And the company did not refund me despite their failure to provide the promised item of purchase. This is essentially theft as well as false advertising. Purchase price included a ******* ticket of $17.50 and an additional at site cost of $19.40 making a total cost of $56.30

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations! Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, but we can review the files together to see what we can do to help. It looks like you're having an ongoing email conversation with our Customer Service Team for this order. When you discuss your refund options with them, they can give you ********* information since you did purchase through them. We look forward to hearing from you! 

  Customer Answer

  Date: 02/06/2025

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

  I have responded to legacybox (ie. southtree) two times since their message was sent to me. I sent them the footage I received from legacy box, which is evidently unfunctional. I have attached the footage to this response as well. It is clear in this digital that there was an original film because you can hear the audio from the original footage. I explained in my emails to legacybox (ie. southtree) that the vcr used to play the original vhs is located in my mother's home (long distance). Vhs footage can not just be uploaded. I explained to them that I will get the original footage for them when I return to my mother's on 2/22/25. Meanwhile, I have scoured 4 ********* and inquired of several friends to obtain a vcr locally for the purpose of expediting the process. However, I was unsuccessful. So I will get the vcr footage 2/22/25. Meanwhile, the issue is NOT resolved and I have not been refunded.

  LEGACYBOX (SOUTHTREE) FOOTAGE:  **********************************************************************************

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

  

  Business Response

  Date: 02/10/2025

  We apologize that it has been difficult for you to review the footage from the original tapes! Our Customer Service Team will be following up with the information that you will need to reach out to ******* for a refund request as you paid with your digitizing kit with a voucher that you purchased through them. 

  Customer Answer

  Date: 02/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their response here was not satisfactory. However, through personal emails the company has refunded the money and took responsibility for their failure to provide the promised product. It is through these other emails that I am satisfied. And I will drop the claim. 

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

• Initial Complaint

  Date:01/27/2025

  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.

  The disk quality is worse than the original vhs. Some of the disc can't even be viewed because the transfer was so poorly done.

  

  Business Response

  Date: 01/28/2025

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations! Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, but we can review the files together to see what we can do to help. Our Customer Service Team has sent you an email requesting more information about these issues. We look forward to hearing from you! 

• Initial Complaint

  Date:01/24/2025

  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.

  I purchased a kit to be be mailed to me on January 1st this year (see attached).
  As of 1/23, I STILL have not even rec'd the kit. I have no faith in the company to send my precious items to be digitized. ALTHOUGH i have not lost much MONEY -the company is basically non-contactable. THEIR PHONE SYSTEM DOES NOT WORK. You just get stuck in an endless "loop" between two options. They have a sketchy email portal although I did receive a brief email back stating they needed my address AGAIN. Now another 10 days has gone by.
  HOW MANY PEOPLE JUST GIVE UP AND LOSE THEIR MONEY??
  
  When I attempt to contact board members or founders via email or phone numbers, their contact info is TOTALLY SHIELDED, unless I PAY$ to a third-party.
  **** ****** (CFO), ****** ******, (Production Director), ****** ******** (Production Manager), ***** ***** (Operations Manager) and ******* ****** (Customer Service Manager)

  

  Business Response

  Date: 02/11/2025

  We apologize that this has been a difficult experience for you! After speaking with our Customer Care team in January, the address was updated to a format that would process through our shipping software. Your package was marked as delivered to your home on 01/27/2025. If you received that kit, please discard it as we have now cancelled your order and processed the refund. If you have any other questions about your order please reply to the open email conversations you have with our team. Thank you! 

• Initial Complaint

  Date:01/24/2025

  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.

  Legacy box is where you send your old tapes in and have them converted to DVD or cloud I'm not sure which one I ordered but I have received my box a week ago December 16th I ordered it back in September they have yet to get back with me on what I did order and complete the order

  

  Business Response

  Date: 01/24/2025

  Thank you for reaching out. We apologize for the confusion caused my our ordering process! It looks like you've recently had an email conversation with our team that gave you the information for the Cloud subscription that was selected at the time of ordering. Unfortunately, the other options for a thumb drive or disc set were not added to this order. Our Customer Service Team will reach out again to provide the information for purchasing one of these options now. As long as your files are available in the Cloud subscription, we can make any other file output options. We look forward to hearing from you! 

• Initial Complaint

  Date:01/23/2025

  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.

  Bought multiple digitizing kits in the last year (some as gifts). Submitted 50 tapes, reels, slides, etc., to be digitized.
  
  Hundreds of dollars per kit to process our family memories. Received box back with items strewn around with no care. All items are to be digitized in the cloud. NONE of the tapes reels videos are in the cloud. They only have the few slides that were sent in. They said they were escalating to their cloud team - have had no response in over a week even after submitting helpdesk tickets, calling, messaging.
  
  Website chat option goes to 404 error, every email and message has huge typos that show lack of care. Get dozens of emails a week to sell new kits but nothing has been done or completed on my orders. Customer service callback line was shut off along with chat (which is what employee told me).
  
  I submitted help tickets and the response I did get was attached to someone else’s ticket!
  
  I will be requesting chargebacks on the other kits I ordered. This is a huge scam, their employees are super overworked, and if they spent half the time remedying orders already made vs trying to sell more, maybe they’d be a legitimate option.

  

  Business Response

  Date: 01/28/2025

  Thank you for reaching out. All of your files have been uploaded to Cloud! We see that you have had several conversations with our Customer Service Team in this time, and we apologize that the troubleshooting process took a while! Our Customer Care Team will be reaching out by email to help with any additional concerns and questions about cancellations. Please let us know if you need anything else! 

• Initial Complaint

  Date:01/21/2025

  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 send 2 VHS videos in October of 24 to be done on a thumb drive to view. I have received my originals back after almost 3 months with no thump drive to view. I have sent emails and calls over the past few days with no response.

  

  Business Response

  Date: 01/23/2025

  Thank you for reaching out. We apologize for the confusion caused my our ordering process! Your order was purchased on 10/20/2024 and sent to us for digitizing in December. Although our Standard Processing time is approximately 10-12 weeks, your order was completed on 01/13/2025. The order was purchased with only the option for the Cloud trial so that you can download your files to your computer. When you reached out on 01/16/2025 asking for the thumb drive our team went to work creating this item! It has shipped from our facility, and **** expects it to deliver to your home on Saturday. You were sent an additional email with these details on 01/20/2025. Please reply to that email with our Customer Service Team if you need any additional support for this order. We look forward to hearing from you! 

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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 LegacyBox on 11/29/2022 - order #*******. We are now ready to send in the box, but the **** label has expired. I am trying to contact the company to request a new label. Emails have not been returned. No phone numbers take messages. The recording says the wait time is 5 minutes but no one ever picks up. I am wondering if anyone works there. Please finish the job for which I paid or refund me my money.

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out. We apologize that you have had a difficult time contacting us over the holidays! Our phones are back to normal hours! It looks like you've had two email conversations with our Customer Service Team in the last few weeks, and we'll be happy to give you a call. Since your order expired over a year ago, please reply to one of the emails to let the team know your current phone number. We'll be happy to hear from you! 

• Initial Complaint

  Date:01/10/2025

  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 sent two orders to LegacyBox for digitizing. I received an email on 12/28/24 telling me that my Legacybox Cloud Account is Ready for order #*******. For days I tried to click on the link to "See My Memories". AllI would get is a blank white screen, so I reached out and emailed Legacybox and on Friday I received an email from **** that I would now have access to the cloud account. Again, I tried for days and the same thing, a white screen. I emailed **** againand after a few days was told that all my photos (I sent negatives) were "unsupported". I emailed her again asking a call back from a supervisor and ******* called me back after I stepped away from my cellphone to use the ladies room. I emailed them to please have ******* call me back, that I had a question about my other order and they sent me an email that my order is next in line to be processed. I wanted to know why specifically my negatives were being returned, so I wouldn't go through this again trying to send the negatives to another vendor and they will be returned. I have downloaded some of the numerous emails and I'm sure LegacyBox has access to all my emails.

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out. We apologize for the confusion and frustration! The information about the items that we were not able to digitize was sent to you in an email dated 12/27/2024 and was on the stickers attached to each pack of photos. We are only able to digitize the formats listed on our website and found in the Welcome Guide that came with your kit. This is also why we were not able to activate your Cloud account at that time. The refund for this order was processed when you spoke with our Customer Service Team. They will be reaching out again to answer any followup questions you may have. 

  Customer Answer

  Date: 02/10/2025

  
  
  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:12/31/2024

  Type:Customer Service 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'm at several requests to the company to cancel the order. email sent every day for 3 Days messages left on the recorded line for 3 days straight. have yet to receive a reply from a company. I need to cancel I've been overcharged do not want to pay the 20% restocking fee after the product box has been shipped.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out. We sincerely apologize that it was difficult to reach us over the holidays! Your orders were within our cancellation timeframes, and the refunds have been completed. You have received 3 individual refund emails for the 3 different orders. We are sorry that our digitizing kits will not work for your needs! Please let our Customer Service team know if you have any other questions by replying to the same thread. 

• Initial Complaint

  Date:12/30/2024

  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 sent a video that I personally viewed a week before sending to be converted to a thumb drive. When I viewed the VHS tape, it played flawlessly. The download, when first viewed, didn't exist. Then, when they did actually send the download, the playback was awful, and only half of the VHS was on there. I emailed the company MULTIPLE times, and they were not helpful, and didn't offer to correct the issue. It was frustrating and time consuming, and they did NOT listen to what I was telling them. Horrible experience.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations! Our process is to provide a one-to-one transfer of the tapes as they play on our equipment, but we always happy to review the files together to see what we can do to help. We further apologize that your conversation with our Customer Service team was a lengthy process! We first received your email on 12/21/2024, and had several questions to attempt to resolve your multiple concerns. We were out of the office for much of that time over the holiday and apologize for the inconvenience! The correspondences were concluded on 12/31/2024 when you received an email with the refund details. Please note that your disputed amount here does not match the 3 invoices in our system for this order, with a difference of $164.37 between the order total and your listed amount. Please reply to our Customer Service team if there are other orders under different contact information that you would like us to review. 

  Customer Answer

  Date: 01/07/2025

   
  
  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,
  
  
  
  ***** ********