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:10/30/2024

  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.

  On October 2, 2024, I wrote a review for LegacyBox. On July 7, 2024, I placed an order with LegacyBox for $100.96 to digitize photos. I included two video tapes to be processed as well. I was not sure the tapes could be processed as they were not part of the original order. On August 5 I received an email (from *******) telling me this and asking if I would like the tapes processed for $17.99 each. I immediately replied that I would like them to do that.
  I placed another order with LegacyBox on July 17 for a larger box to digitize more photos. This time the order was for $128.18.
  I received 4 more emails from the company asking if I would like them to digitize the same tapes, again for $17.99 each. I replied to each email on the same day I received it. Apparently they do not read the replies to their emails. In my 5th response to the company I told them that I never received the 2nd box I had ordered and requested that they return all my photos (559) and the two tapes if they had not been processed. I also asked for a refund on both orders.
  After a few days, when I had not gotten a reply, I tried to call the company. The recording said there was a 5 minute hold time. After 48 minutes on hold listening to their sales pitch, I hung up. That is when I decided to leave a review with BBB.
  On or about October 11, 2024, I received my photos and tapes that I had originally sent in. I have not received any refunds, which I feel I am entitled to because no digitizing was done and because I never reset the second box I ordered. I think the only reason they even sent me back my original photos was because they read the negative review I wrote on the BBB site. I have not received an email, phone call or even a note in with the returned photos.
  I would like a refund in the amount of $229.82 which is what was charged to my credit card immediately after I placed the order(s).
  I will also be following up with my credit card company to dispute these charges.

  

  Business Response

  Date: 11/14/2024

  Thank you for reaching out. We apologize that you have been unable to contact us! We do not see a reply to any of the emails that were sent by our Customer Care Team. Your order was a Bulk Photo Scanning Kit designed only for 4x6 and 3x5 modern photo prints, and that is why we had to hear from you before attempting to process the order. You will receive two separate emails with information for this purchase and the E-Deal voucher code that you purchased on a separate invoice. We are sorry that we were not able to digitize your order. Let us know if you need anything else!

• Initial Complaint

  Date:10/07/2024

  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 ordered a Legacy box and paid 80 dollars to have 10 tapes digitized. I mailed in 14 and then paid an additional 72 dollars for the 4 extra tapes. I actually received the digitized version of 5 tapes. Which is 1/3 of what I ordered. I would at least like refunded the 72 dollars that I paid for the 4 additional tapes as I certainly didn't receive that service. I have contacted them and have not head back.

  

  Business Response

  Date: 10/08/2024

  Thank you for reaching out. We are so sorry that we were not able to digitize many of your tapes! You will find a sticker on the tapes with more information about their condition, as well as an email that was sent on 09/05/2024 with this same information. Information regarding mold or damage to tapes, as well as asking that you not send 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. 
  
  Your order did qualify for a partial refund, and this process was started when you reached out to our Customer Service by email this past weekend. That refund was issued earlier this week for the applicable amount through our invoice. You purchased this order with a redemption code from a third-party retailer, and you will need to reach out to them for details about their refund policy. If you need that contact information, please reply to the email you received from our Customer Service team. 

• Initial Complaint

  Date:09/25/2024

  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.

  7/19/2024 order, 1st response.
  Finally received order last week, after viewing items, we emailed that two items ( both on their online download and physical dvd) were blank. Our VHS were fine, that were supposed to be done, checked and rechecked.
  Very long, emails ensued.
  They do not care and do not READ. Keep asking for the same things over and over and I previously sent
  Horrible customer service and product. Hood money gone to waste.

  

  Business Response

  Date: 10/10/2024

  Thank you for reaching out. We sincerely apologize that the conversation you had with our Customer Service team was a difficult experience. We understand that you were asking for a refund for 2 of the tapes for quality issues. A refund has been issued for 1 of them after the review was completed. You reported that we did not make a file for tape 06, but this file is on your Digital Download link. It was from this file that our Customer Service team took the screenshots they shared with you in the email conversation. We will be happy to continue the conversation for any further review of this file for quality issues as we did with tape 03. We'll also be happy to make a DVD for tape 06 that you also said was missing from your completed order after you confirm in the email conversation that these screenshots are the footage for which you were searching. 

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:your customer service is junk.  Rhetoric and baloney.  Your price vs quality and service is awful.  I'm not the only dissatisfied customer.   Your refund and offer are a terrible response.   Doesn't even cover taxes.  I don't care about online viewing,  I wanted the physical,  which was not there.

  Horrible company. 
  Regretfully I paid you, in good faith. 
  
  
  ****** *********

• Initial Complaint

  Date:09/12/2024

  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.

  My order number is *******. I sent them 5 8mm reals of family video from the 1960s. I looked at places to order this transfer and this one seemed to be the quickest turn around time. It is not obvious on the website how long the transfer will take---even in their "how it works" section. I went by what I normally go by. When you choose shipping method and they give you 3 choices, none over 15 days by the way for extra cost. The company did a bait and switch. Now I will not have my film for the event I have coming up. I talked to one rep via phone who played dumb and said oh no our turn around time is 10-12 weeks, I can understand how you could get confused as it is not in big bold letters anywhere, but if you find the location you though you saw that, I will put a rush on your order. So I found it. Is is on the shipping page. You go through and order everything and then when you are paying they give 3 choices, for 3 different prices on delivery. I chose standard which cost 9.95 (6-8 days). So I called back and got a female on the phone at Southtree and I explained the situation and that I was told to call back to let you know there is a mistake on the payment page. She then explained that was just for shipping so when your film is processed in 10-12 weeks and we send your product and the origonals back to you that is what that means in shipping. I asked them to name one other company that when you choose those methods means after they finish your product then the shipping comes into play for those listed number of days. She did not. I suggested they change their website because it is dishonest. I beleive that they know they have something of mine that is irreplacable (and others memories) so they feel they can do anything they want. I would like my product as soon as possible or the origonals back and a complete refund. I am afraid that by complaining and also putting complaint in, that they may "lose" my film. Please hold them accountable

  

  Business Response

  Date: 09/12/2024

  Thank you for reaching out. We sincerely apologize for the confusion between our processing times and our in-transit shipping times listed in the "Shipping Method" section of the Shopping Cart. We try hard to make this information as easily accessible as possible! It can be found on the main page of the website in the Common Questions section under "How long does it take?" and at this Help Page link: *******************************************************************************
  
  We understand your concerns of parting with your precious memories, and want to assure you that safety is our number one priority! We expect your order to be completed within the next couple of weeks and sent home per our usual safety standards; we will most definitely not lose your film out of spite! The order is already moving through our production facility so we are not able to cancel at this time. You can view our cancellation policy at this link: *****************************************************************************************
  
  We apologize for this inconvenience and will complete the order as quickly as possible! 

• Initial Complaint

  Date:08/28/2024

  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 can't even begin to express how furious I am with Legacybox. Before sending my materials, I confirmed with one of their representatives that I could send slides and documents for scanning, which apparently was not allowed. I am sure this kind of misunderstanding happens with companies like theirs, BUT what is unacceptable is that Legacybox discarded my family's irreplaceable marriage certificates from the 1800s without a second thought. These documents were incredibly precious to us. I had meticulously wrapped each one individually and attached a barcode to each (there were three in total).
  
  Their responses have been brief and dismissive. The latest email I received today was:
  
  "HI ******,
  Unfortunately, I do not have any updated information regarding those items.
  Best,
  *******
  Customer Service Supervisor"
  
  I sent my first email to them asking where my documents were on August 15, 2024 and received the aforementioned email on August 27, 2024.

  

  Business Response

  Date: 08/29/2024

  Thank you for reaching out. We are deeply sorry that the documents you pictured in your emails have not turned up. We take every precaution to verify all treasured items in a digitizing kit are returned home with the completed order. Matters such as this are researched fully and double-checked at every stage of the process to ensure nothing is overlooked.
  
  Your order was a 20 Item Closet Kit which can accommodate 500 individual photos, 25 in each of the 20 packs. We sincerely apologize for the confusion around the scanning of documents; this is not a service that we offer. We have searched our system for the conversation which caused the confusion, but were not able to locate it. You have had an on-going conversation with our Customer Service Leadership team, and we will be more than happy to look again if you reply with a different phone number or email address where this correspondence took place. We strive to make the information regarding the formats we are able to digitize and the available file output methods easy to access. This information can be found on our website and in the Welcome Guide that came with the kit. Thank you for letting us know that this information could be more clear! Your kit used 15 of the 20 safety barcodes, each containing varied quantities of slides, totally 470 photos (19 barcodes-worth of photos). Barcode numbers 13, 14, and 15 were not present in the kit when the contents of your package were documented.

  Our Customer Service Team has coordinated with our Receiving and Production Teams to confirm that all safety protocols were performed fully. Unfortunately, a search of the facility has not turned-up any unidentified items. We understand the disappointment in this answer, and assure you that your order details will remain on file. Should anything turn up in the future, we would reach out to you immediately! You will receive a new email with the details from your request for a refund.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the $13.99 Legacybox offered as compensation is utterly inadequate, especially considering the $233.20 I paid for your services. These documents are irreplaceable pieces of my family history, and their negligence has caused me significant distress.
  
  To make matters worse, it appears that these documents were discarded without any regard for their value, both sentimental and historical. This action is unacceptable and warrants a much more substantial response.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/05/2024

  The refund amount was determined from the portion of the kit that was not digitized based on the number of individual photo files created in this order. We understand that this does not console your concerns that these items were discarded in our facility. We are deeply sorry that the documents you pictured in your emails have not yet turned-up. We have thoroughly reviewed all of the details of your order and are confident that every precaution was taken to unbox your digitizing kit with the greatest respect and care. Our team is trained to carefully unpack every kit to return every item to each family. To double-check, we have thoroughly searched our facility for these items, but no unidentified items have been located. The details of your order will remain on file, and our Customer Service Team will reach out immediately if anything is found in the future.

  Customer Answer

  Date: 09/05/2024

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

  It is quite convenient that "Barcode numbers 13, 14, and 15 were not present in the kit when the contents of your package were documented." when all of the items were sent in the same box. There is no way that some of the items could have been lost in transport.

  I do not accept the offer of $13.99 for a purchase over $200. Furthermore, I do not accept the fact that my documents were carelessly discarded.

  ****** *******

• Initial Complaint

  Date:07/17/2024

  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.

  6/24/24-placed two orders with Legacybox online
  7/2/24-received shipping boxes for both orders but have not returned any items to Legacybox
  **According to cancellation policy orders can be cancelled within 30 days of placing order and refund will be issued less shipping fee and 20% cancellation fee**
  7/14/24-cancelled both orders via email (***********************) and phone calls (************) -received email confirmation from *** and ***** that orders have been cancelled and billing department will process refund-however billing department has not confirmed cancellation requests-according to cancellation process cancellation requests need to be done within 30 days so if I don't get a confirmation from legacybox billing department within these 30 days I am afraid they won't acknowledge that these orders were cancelled on time to qualify for a refund
  7/17/24-filing this complaint with BBB so Legacybox can not deny that I requested a refund within the time frame allowed and also to report how long it takes for me to receive my refund if I actually ever get one and to report what they actually refund so future customers are aware of this business practices

  

  Business Response

  Date: 07/18/2024

  Thank you for reaching out. Our Customer Service Team did request that the refunds for both of your orders be processed this week. Your orders have been cancelled, and you have been sent an email for each invoice with the refund details. Please discard or recycle the kits as needed. 

  Customer Answer

  Date: 07/21/2024

  
  
  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:07/08/2024

  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 ordered box December 2023 we shipped out a box of 40 and a box of 10. We was very very disappointed in the Quality of what we received back lots of tape black and white fuzz and not alot of good footage. They also said they would not process explicet material well they lied or tapes were 25 years old it had been years so we didnt know what was on them. After being told NO EXPLICET MATERIAL PROCESSED we trusted if they ran across any they would not process well they did and upon gathering 17 fsmily members including childrn we was watching family film them out of no where from 25 yrs ago there was a couple having *** on the tape it completely was humiliating and even the kids saw we stopped it as quickly as we could. I contacted the company insisting that bc of what they did and bc the quality and amount of footage was minimal we asked to make it right by giving us a full refund. They denied us this and gave us a $ 7.50 refund of 1 tape this in NO WAY COMPENSATES THE DAMAGE THAT HAS BEEN DONE. We are thinking on pursuing a law suit bc we feel we should get refund so we can get a good company to do a job Southtree could NOT do. We are waiting to hear back from lawyer as this is not right. Please DONT TRUST SOUTH TREE. Hoping they will do what is morally right and refund us our hard earned money.

  

  Business Response

  Date: 07/08/2024

  We are deeply sorry that your family had to view this personal footage mixed in with the home movies on one of the orders that was sent to our facility to be digitized. Information about our graphic media policy can be found in our Help Pages on the website. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed by digitizing only the items that you want processed.
  
  Although we normally do not issue refunds for portions of an order that were sent outside of the approved media types, including condition and content, we went ahead and issued a refund for this individual tape as we would for a quality review. You received an email from our Customer Service Team with those details.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i feel they owe me a complte refund bc the footage we received was poor and they processed explicet material that was viewed by family members and children. I am taking this claim to a lawyer because we had alot of tape that they claim was unreadable but im in the process of proving it was readable and that it was because the machines they use was dirty or not updated. Im going to send a tape out to another company and prove that they ARE able to get much more clear footage its bad equipment of Southtree and i should be reimbursed bc they 1. Processed Explicet material  2. Didn't do adequate job retreiving my precious memories and charged me alot of money for ****** service. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 07/11/2024

  The question of quality such as tracking issues was not a part of the original email conversation, but our Customer Service Team will be happy to review those details with you now. Two email updates were sent to the customer directly on July 8, 2024 as the refund request was reopened by our Customer Service Team to further address remaining concerns. If those emails were not received, please reply to any of the previous conversations with our Customer Service Team to obtain a copy of that information.

  Customer Answer

  Date: 07/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as i said we STOPED watching the videos after the explicit content was shown it wasnt til recently we veiwed the rest alone without family members and there is alot of black and white areas that was not readable as South tree claims and we was confused how as we watched we ran across doubles like 2 videos was exactly the same We DID NOT HAVE multiple copies of any home movie so some how Southtree did some tapes twice wich makes me wonder what tapes did not get transfered. All we want is a complete refund so we can get our movies done in correct manner and be compensated for the humiliation and hurt that came from all this. Please give us our refund in full so this nightmare can be over and we dont need to drag this out in the legal system . Do what is right 

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

• Initial Complaint

  Date:07/03/2024

  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.

  Legacy Box lost 75 of my photos. They are not offering any resolution or a refund.

  

  Business Response

  Date: 07/18/2024

  We sincerely apologize for the alarm and confusion caused by this photo kit! You spoke with our Customer Service Team on 06/29/2024 after receiving the shipment on 06/25/2024, and all of the details of your order and safety protocols were thoroughly double checked during that process. A supervisor from the Customer Service Team spoke with you by email through 07/02/2024 to confirm these details.
  
  You reported to our team that we sent you 900 photos in the completed kit and that you originally sent us 975 photos. This order was a 40 item kit which can accommodate 1000 photos, and we created 1000 digital images from the photos. Our team had a Digital Download link created as part of this review process, and it is still accessible at this time.
  
  We have many processes and protocols in place to make sure that we keep track of every photo that is sent to us, from the moment the box arrives to the day it ships. We are confident that these protocols are effective at tracking our customers’ memories! That said, we do take these types of situations very seriously and have investigated every detail thoroughly.
  
  All of your photos were present and scanned into the shipping box. Our system will not generate a shipping label until this step is completed and verified. During your conversation with Customer Service beginning on 06/29/2024, we initiated a search of our Production Facility to make sure nothing was overlooked. Unfortunately, this search did not turn up any loose or unidentified items.
  
  We are deeply sorry that the photos have not yet turned up! The details of your order will remain on file as well as the samples of digital images from packs 01, 02, and 03. Should anything turn up in the future, we will reach out to you immediately.
  

  Customer Answer

  Date: 07/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My missing photos have not been returned to me.  These are irreplaceable.   The company is not taking responsibility for loosing the photos 
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 07/22/2024

  We are deeply sorry that the photos have not yet turned up, but we are confident that the safety protocols in place to keep all 1000 photos with your kit and returned to your home worked properly in this order. We double checked all systems and see that all 1000 photos were checked-in, digitized, scanned into the shipping box, and packed in the return shipment. With this review completed, we ask that you please recount the photos in your home across all 3 of the recently completed photo orders.
  
  We understand the disappointment in this answer, and assure you that your order details will remain on file. Should anything turn up in the future, we would reach out to you immediately!

  Customer Answer

  Date: 07/23/2024

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

  The company is not taking responsibility for loosing 75 of my irreplaceable photos.  They reply as if I lost my own photos and this is 100% not true!!  At the VERY least they should issue a refund for failing their customer but instead they point fingers at me as if I lost my own photos!  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:06/27/2024

  Type:Delivery 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 in three orders back in February 2024. I chose the standard 10-12 week processing time, expecting it to take no longer than 12 weeks since that is what is advertised on their website. (With no mention that it may take longer for certain media). I have heard nothing back from them since April 2024 and it is now almost July 2024 and still have not received my order. This is well over the 12 weeks. I have emailed them twice now and their only response is that it is still in line and that I should receive an email once it is ready to be digitized. Their false advertising and lack of timeliness is unacceptable and I would like my tapes to begin to be digitized quickly or I would like a refund with my tapes back.

  

  Business Response

  Date: 06/27/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, 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. One of your kits has completed processing and shipped out this week; the other two should be completed sometime this coming week. 

  Customer Answer

  Date: 07/02/2024

  
  
  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 quick action and response.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/26/2024

  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 sent legacybox 10 video tapes that they said they would digitize in 10 to 12 weeks. I paid them approximately $150. They received my tapes on March 9th. They haven’t completed my order and they refuse to return my tapes and refund my money.

  

  Business Response

  Date: 06/26/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, 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. Your order is currently being digitized by our team, and we expect you to receive an email with the tracking details next week. 

  Customer Answer

  Date: 06/26/2024

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

  Legacy box has been telling me that my order would be completed within a day or 2 for  the last 3 weeks.  I don’t have any confidence that they will deliver a completed product next week.

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

  

  Business Response

  Date: 06/27/2024

  We apologize for the wait! Our team has been attempting to give their best estimates for a date of completion based on current information. Your kit was completed yesterday, and we emailed you the shipping details and Digital Download link at that time. 

  Customer Answer

  Date: 06/28/2024

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

  I have not received the email they claimed to have sent!!  

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

  

  Business Response

  Date: 07/01/2024

  We apologize that you did not receive this automated email with the tracking details and Digital Download link! You had an email conversation with our Customer Service Team on Friday, and they resent this information to you directly. *** will hand the package to **** for final delivery, and that is currently estimated to happen on 07/06/2024.