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:12/30/2024

  Type:Sales and Advertising 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.

  This complaint involves allegations of misleading advertising by Legacybox. Legacybox digitizes old media, such as photos, home movies, and film reels, into digital copies. It is a privately held company with its headquarters in Chattanooga, Tennessee. Legacybox does extensive online marketing, including generating leads on ********, *******, and *********.
  On Thursday, Dec 26, 2024, I received an email (Email attached) from Legacybox advertising a sale on its services. The bottom portion of that email contained the following copy:
  Best Value
  40-Item Legacybox E-Deal
  Good for 40 tapes, or 40 reels, or 40 sets of 25 pictures to digital download. Or mix and Match.
  $257.99 Reg. $639.99 (60% Off)
  
  This advertised deal does not exist. When one clicks through the promotion, they learn that the promotion advertised does not exist. The price for the 40-item promotion is, in reality, $471.99.
  
  When unable to find the advertising deal I called Legacybox and was greeted by a voice recording that their phones were turned off so as to better assist customers and directed to inquire by email. I sent several emails, all of which went unanswered. Finally, I reached out to them by ******** messenger which they replied to a day later. Their response was surprising and unsatisfying. I was advised that the advertising in the email did not really mean the 40-item deal was being sold for the quoted price; rather, it was just an example of their pricing. I have attached a copy of the transcription of that message exchange.
  
  This advertising is clearly deceptive. I respectfully ask that you investigate this practice. Please contact me at *************

  

  Business Response

  Date: 12/30/2024

  Thank you for reaching out. We apologize for any miscommunication caused by our promotional emails! We see that you have been in touch with our Customer Service Manager, and they have sent you a new email with more details about how we can help. We look forward to hearing from you!

  Customer Answer

  Date: 12/31/2024

  Hello

  
  

  I have attempted to withdraw this complaint. The company did reach out to me with regards to the issue BeforeI complained and I missed it. Please remove this complaint. 

  *****
  ************ 

• Initial Complaint

  Date:12/27/2024

  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 placed an order with Legacybox a month ago to preserve my video tapes from 35 years ago and was offered delivery in time for Christmas for a little extra in shipping. Seeing as this was a Christmas gift, the offer was ideal. However, it is currently December 27 and I have not received any updates on my order at all since December 18! Christmas was ruined because of this company! When I tried to call them, I get an automated message "Thank you for calling Legacy Box. In order to best serve our customers, our phone lines are currently off." What a joke! I trusted this company with my family's memories. I do not have what I paid for when it was promised and I also don't have the original tapes! How dare you charge money for a service you are unable to provide! That's stealing! I demand my order fulfilled! Otherwise, refund me!

  

  Business Response

  Date: 12/30/2024

  Thank you for reaching out. We apologize that it has been difficult to reach us during the holiday season! Our team has been working hard to complete every order and answer every question as quickly as possible! Each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. We are very sorry that the order was not completed by Christmas, and our Customer Service team will follow up with you by email to keep in touch with the status updates! 

• Initial Complaint

  Date:12/11/2024

  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.

  Placed order on 11/26/24. It is now 12/10/24 with no product delivered. I have sent 4 emails to their customer service department, all have gone unanswered. I have made over 6 phones calls, with no answer after being on hold for over 60 mins. I have left, on 2 phone calls, a request for them to call me back when they have an agent free, but they have yet to call.

  

  Business Response

  Date: 12/11/2024

  Thank you for reaching out. We apologize that it has been difficult to reach us while our call volumes are higher than normal for the holiday season! Your package is out for delivery to your address today! Our Customer Service Team replied to your email on Monday with the tracking details. Please let us know if you need anything else! 

• Initial Complaint

  Date:12/09/2024

  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 placed an order with Legacybox nearly a month ago, spending over $400. Since then, I’ve received no meaningful updates on the status of my order despite multiple attempts to contact customer support. Every time I reach out, I’m met with unhelpful responses or complete silence.
  
  Given the significant delay and lack of transparency, I feel misled and frustrated. I am currently considering issuing a chargeback through my bank due to the poor service and absence of communication. I’m filing this complaint with the BBB to formally document this issue and warn potential customers about the risks of using this service.
  
  Desired Resolution:
  I want either prompt fulfillment of my order with clear, detailed updates or a full refund issued immediately. Transparency and better customer service are crucial moving forward.

  

  Business Response

  Date: 12/09/2024

  Thank you for reaching out. Your order was purchased on 11/25/2024 and shipped on 11/26/2024. You purchased the order with Standard Shipping, and the box is still in transit on its way to you. You have an open email conversation with our Customer Service Team wherein we sent the link to the **** tracking page for your package. Please let us know if you have any questions or concerns about your order by replying to that conversation, and we will help you as quickly as possible! Your package does look like it is moving between **** Distribution Centers which can happen if you have any special shipping options such as mail forwarding set up with them. Our team will be happy to look into this further! Let us know if you need anything else. 

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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.

  Stop automatic charging to my credit card for services not wanted. Have tried calling telephone numbers listed; multiple requests to access my account and no response for new password on their site. I have done these multiple times. There is no help from them. They will charge my account $79.00 in 10 days if I don't cancel. They will not let me cancel. They did this last year also. They will not respond and the time expires and they have my card number and will use it.

  

  Business Response

  Date: 12/06/2024

  Thank you for reaching out. We sincerely apologize that you have had a difficult time reaching us! We are available by email at *********************** at almost any time! We have cancelled your Legacybox Backup Subscription, and it will not charge your credit card as scheduled next week. The files that we have been storing from 2022 will now be permanently deleted from our system. If you happen to need a copy of them before that happens, please let us know!
  
  The information for our backup subscription service can be found in your original purchase confirmation email dated 05/27/2022. At the time of checkout on the website, there was a box to check acknowledging, "I understand that I'm agreeing to a subscription. It will renew at the price and frequency listed until it ends or is cancelled." We apologize that the details of this product were not clear. You will not be invoiced again for this service. Let us know if you need anything else! 

  Customer Answer

  Date: 12/06/2024

  
  
  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:12/02/2024

  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 used Legacybox to convert one of my VHS videos, and the result was decent, so I decided to use their service again. This time, I entrusted them with one of the most important VHS tapes in my collection—a recording of my beloved family, who live millions of miles away from me.
  
  Before sending the tape, I recorded portions of it to make sure everything was fine. Confident in its condition, I placed the order to have it converted. However, when the conversion was completed, the result was heartbreaking. The digital version showed only distorted lines, accompanied by audio. When I checked the original VHS, it had been ruined—it displayed the same issues.
  
  I had sent them a fully functional tape, and they returned it in a corrupted state. What’s worse, there was no apology or acknowledgment from Legacybox that they had destroyed my precious family memories.

  

  Business Response

  Date: 12/03/2024

  Thank you for reaching out. We sincerely apologize that your package is taking a while to get home in transit. We were able to capture a better copy of the footage on your tape, and it has been uploaded to your Cloud account! Our Customer Care Team will be in touch to open a direct line of communication as we keep an eye on the shipment status. Please let us know if you need anything else.

• Initial Complaint

  Date:11/11/2024

  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 a package of 500 items to be scanned, and sent 350 35 mm slides and 150 photos of various sizes. After several weeks have passed, I received an email advising that not all items were processed.
  Upon receiving the package back, it turned out that none of the 35 mm slides were processed at all.
  I inquired with Southtree via email and was informed that my slides were not 35 mm and therefore could not have been processed. My slides are 35 mm and I took a picture of a slide with a measuring tape over it to prove that they indeed are 35 mm format.
  I then received another email saying that my slides were oversized, but they're not. I again took a picture to prove that.
  The last email from Southtree stipulated that because my slides were mounted in plastic frames and not cardboard, they could not be processed. But there is no mention anywhere on their website that plastic frames are not acceptable.
  I requested a refund of 70% of what I paid for (350/500=0.7) which is $61.75. Southtree refunded me $37.45 only. I would like to receive a refund for the difference.

  

  Business Response

  Date: 11/12/2024

  Thank you for reaching out. We are sorry that your slides were not compatible with our digitizing equipment! We have reviewed the refund that was processed for your order, and you have received an updated email with new information. 

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Southree has refunded me a total of $54.92 and not $61.75 as I was claiming.  So Southree still owes me $6.83.

  In addition, Southree needs to clearly state on their webiste that plastic-mounted 35 mm slides are not a supported format.
  
  
  
  Sincerely,
  
  
  
  ***** ***********

  

  Business Response

  Date: 11/19/2024

  We apologize for the confusion with our invoicing and refund process. It seems you calculated $61.75 based on 70% of the paid amount, including shipping. We issued a refund for the individual number of photos that were not processed in this order, but the amount for shipping is not refundable and is not a part of this refund amount.
  
  We are deeply sorry that we could not digitize your slides. We are able to process most 2" plastic slides, but yours were not standard. Thank you for the pictures provided in your previous email conversations. 

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Southtree does not differentiate between cardboard and plastic 35 mm slide frames on their website.  This is a misleading advertisement.  The entire process of labeling, packing and shipping of the product could've been avoided.  As such, I feel the responsibility lies with Southtree, up to and including the shipping costs.

  I'm expecting a refund of full 70% of the amount that was not processed.

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

• Initial Complaint

  Date:11/08/2024

  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 purchased a prepaid box from Legacybox on 10/9/24. I got my box, packed my tapes and shipped back. They showed receipt on 10/17/24 and order checked in on 10/28/24. On 11/1/24 I get emails stating several tapes had mold and could not be processed and that one was wrong type, and that order was shipped out. I got the order back on 11/5/24 and there was nothing in the box except my tapes. I paid $285.98 to them to digitize the tapes. I was told I would get a partial refund which they gave me for $131.38 and they kept $154.60. When I messaged them stating I needed a refund for additional they sent me an email stating they refunded minus shipping and handling. I talked to *** and they said 20 vhs tapes would be around $40 so they still owe me $114.60 and that is with me letting them keep $40 for shipping. When I wrote them back about this, they stated that they keep 20% of the cost of the original order plus they do not refund the protection I requested on the package. I searched on their site and there is nowhere that they state they keep 20% for shipping. I really feel with them not advertising they plan to keep 20% that I deserve the entire $154.60 refunded since they did nothing except ship my tapes back to me. Plus they have numerous places where I have found complaints against them after I started having problems myself.
  On their site it states that if they get tapes that can't be digitized they will ship back to you at no additional fee. Here is the site and also what it states regarding this.
  
  ******************************************************** Occasionally, Materials may arrive at our offices in an unplayable or defective condition. If that happens, we will provide a review of the Materials, a re-transfer of the Materials, or pay the shipping to return the Materials to you (as conditions allow). We do not charge any additional fees for review, return shipment, or re-transfers.

  

  Business Response

  Date: 11/11/2024

  We apologize for the confusion.  Since the kits are prepaid, we always suggest double checking all of your items before sending them in so that you are able to take full advantage of your kit.  The Welcome Guide and several pages of our help pages ask that you not send in tapes with mold or other reasons that might prevent us from digitizing them. Ideally we intend to not need to issue refunds for these reasons so that you can get the most out of your kit.  We did issue the partial refund for your order because we are terribly sorry about the condition of your tapes.  You have received another email today with updated information about the refund of your order. 

  Customer Answer

  Date: 11/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not understand how you feel that you can keep $91.28 of the money I paid when nothing was done with my tapes. The amount refunded is still quite a bit more than the $19.95 I paid for the protection of my tapes which is all I agreed to let you keep. I still need $71.33 back to make this right since it does not state on your site that you can keep money for shipping and that in fact you ship back with no additional fee as I showed from your site previously. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 11/14/2024

  We apologize for the confusion. The portion of the website quoted in the previous reply was in regards to setting up Returns to bring the original tapes back to be processed for quality issues that we are able to improve or were missed the first time the tapes were sent to us.
  
  Unfortunately, your tapes were sent to us with mold, and when they arrive in this condition, they must be sorted and evaluated by our team.  For this reason, a handling fee is applied to the refund amount for these items.  Information regarding mold or damage to tapes, as well as asking that you not send in items in this condition in order to get the best value for your kit can be found on our website and in the Welcome Guide that came with your order. 

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:when I checked my tapes when I git them back only 4 had any evidence of mold. The remaining 16 tapes were also marked the same with mold stickers although there was clearly none on the remaining tapes. Yet no one tried to digitize them, they just put stickers on them stating they all had mold which is untrue. Plus if you plan to charge a per tape handling fee it should clearly be stated on your website which it is not. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/04/2024

  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 placed an order to have 20 VHS tapes transferred to DVD. I explicitly asked if one VHS would be on one DVD because some of the VHS tapes were 6 hrs long. The sales person said yes. I asked her again to make sure because I wouldn't have had this done if that wasn't the case. She assured me that they would be. I did not want the movies broken up. I received my order yesterday and I did not get the service I paid for. All the movies are unwatchable as they are all broken up into different discs. I called several times and sent several emails asking to speak with a supervisor. No one has contacted me as of this date. I spoke with a representative who stated that the way the discs are recorded is on the website but the information is buried. I still can't find it and the sales people should give people this information up front. Not everyone is tech savvy. I want my money back as this was supposed to be a gift for myself while I undergo breast cancer. I wanted to have some happy memories and old movies to watch. This turned out to be a nightmare. I will go public with my horrid experience of this company if they do not rectify this and refund my money as I was not given all the information I needed to make an informed decision about purchasing this service.

  

  Business Response

  Date: 11/04/2024

  Thank you for reaching out. We sincerely apologize that you did not see the information regarding our disc sets before you created the order. We try hard to make all of the information about our products easily accessible on our website! Unfortunately, we do not see this particular question in any of the conversations that you had with our Customer Service Team until after the order was digitized. In that conversation we explained how the DVDs can only hold 2 hours of footage each.
  
  All that said, we'd be happy to help you with any options going forward. We can make you a thumb drive with the files where each tapes has one file each. You can actually find these .mp4 files on your trial Cloud subscription that was emailed to you on 10/29/2024. If you have any other questions about these options, please reply to any of the email conversations that you have had with our team, and we'll be happy to help! 

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I specifically spoke with a customer service representative prior to placing my order and asked about the issue of how much would fit onto a DVD, my chosen form of media conversion from VHS to DVD.   I was not given that information nor was I directed to any portion of the website that stated DVDs only hold 2 hours worth of media.  Such pertinent information needs to be upfront and center.  People pay a lot of money.  In addition, I had to file a complaint with the BBB in order to get a response from them which is woefully inadequate.  Please see all the communication I sent them along with many phone calls that went unanswered.  I was treated abhorrently and I would like a refund as I paid for a service that I did not get.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 11/07/2024

  We sincerely apologize again that the disc set that was made for your order was not to your expectations. You've been sent a new email with the updated details of your order. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 11/14/2024

  
  
  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.  Thank you for your help with this matter.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/31/2024

  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 am writing to file a formal complaint against LegacyBox. I recently submitted a batch of videotapes for digitization (Order #********). While the process was relatively smooth, the quality of the digitized videos was extremely disappointing.
  
  Despite multiple attempts to contact LegacyBox via email and phone, I have not received any resolution to my issue. I have emailed their customer service on October 24th and 27th, 2024, and spoke to a customer service representative on October 25th, 2024. However, I have yet to receive any response or resolution.
  
  The digitized videos suffer from significant quality issues, including:
  
  • Grainy and pixelated
  • Have significant color distortion
  • Contain skipping or freezing frames
  • Have audio issues (static, muffled sound)
  
  These issues severely diminish the value of the digitized content. I expected a higher standard of quality from a company like LegacyBox.
  
  I am requesting a full refund for my order.
  
  I have attached copies of my emails to LegacyBox as evidence of my attempts to resolve this issue. I kindly request the Better Business Bureau to investigate this matter and take appropriate action to hold LegacyBox accountable for their poor service and product quality.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/04/2024

  Thank you for reaching out. We apologize that we did not receive the email that you sent as shown in the attachment, but the customer service agent that you spoke with by phone did begin the process of reviewing your order for quality issues. We are sorry digital conversions did not meet your expectations, and we would be happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your tapes as they play on our equipment, and it's common for the quality of analog tapes to deteriorate with time, sadly. That said, you will be receiving a follow up email from our Customer Service Team to continue this conversation. We look forward to hearing from you! 

  Customer Answer

  Date: 11/05/2024

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

  I am extremely disappointed with your company's response to my concerns. Your insistence on a return and re-digitization process is unacceptable, especially considering the significant time and effort already invested in this order.
  

  The primary issue is the poor quality of the digitized videos, which is not a result of normal tape deterioration. As I mentioned previously, I expect a higher standard of quality from a professional digitization service.
  

  I am not willing to go through the hassle and expense of returning the original tapes and waiting for a re-digitization process, which may or may not yield better results.
  

  I am requesting a full refund for this order promptly. Please do not prolong this process any further.
  

  I urge you to reconsider your position and take immediate steps to resolve this matter ASAP.

  

  Business Response

  Date: 11/08/2024

  We understand your hesitation to return the tapes for reprocessing, but our Customer Service team has reviewed the digital files that were made from these tapes, and these images are what we expect to see with our one-to-one transfer. We'll be happy to review the tapes again by setting up the Return, which will be given priority processing and handled by our department managers, to ensure we don't miss anything! You will receive a separate email with the Return details should you decide to try again. 

  Customer Answer

  Date: 11/17/2024

  
  
  Complaint: ********
  
  
  
  I am writing to express my extreme dissatisfaction with the ongoing resolution process. Your insistence on a return and re-digitization process, even after multiple attempts to resolve the issue, is unacceptable.
  
  As I have stated clearly, the quality of the digitized videos is significantly below the expected standard. I am not willing to invest additional time and resources into a process that may not yield satisfactory results.
  
  I am requesting a full refund for this order. This is a reasonable solution, as it aligns with your company's return policy and addresses the clear quality issues with the digitized videos.
  
  I urge you to prioritize this matter and process the refund promptly.