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:05/17/2024

  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.

  Sent tapes to southtree  .com for conversion. Took almost 5 months. They did no real work hooked them up to a cheap conversion device and hit play. No clipping cleaning nothing.

  

  Business Response

  Date: 05/17/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, and this will include any blank portions of the tape as well. It's common for the quality of analog tapes to deteriorate with time sadly. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed. Here is the excerpt of this information as seen on our FAQs page of the website:

  "Will you restore, enhance, or improve my items in any way?
  
  We always try to get the best quality conversion possible. However, the quality of the transfer ultimately depends on the quality of the original items. We do not offer any sort of restoration, enhancement, or editing of your items. If there is an issue with the original, those issues will translate over to the digital copies.
  
  To be more specific, we do not offer the following: color correction, brightening, HD remastering, combining footage, or otherwise altering the composition of the original media. There are companies out there who specialize in these types of services, but we simply offer a one-to-one transfer."
  
  All that said, we definitely want to make sure that we created a one-to-one copy of these files. Our Customer Service Team has emailed you a UPS label so that you can send the tapes back to us to be re-evaluated. We'll also be happy to help you through the process of editing the .mp4 files to save the portions that are most meaningful to you. 

• Initial Complaint

  Date:05/06/2024

  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 submitted an order for videos and photos to be digitized on January 5, 2024. They have still not processed my items. I asked for my items to be returned and they have refused.

  

  Business Response

  Date: 05/07/2024

  Thank you for reaching out. We apologize for the wait! 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. It looks like you have an ongoing conversation with our Customer Service Team, and they will send you the information regarding our cancellation policy. We expect your order to be completed no later than the beginning of next week.  

• Initial Complaint

  Date:05/06/2024

  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 my media in to this company in the form tapes to be converted to thumb drives on January 2024 and paid for this service. The website said it would take 10-12 weeks to complete and I still haven’t received my order. I keep emailing the company asking where my order is and they keep telling me it’s processing. The company will not provide me with a definitive date or timeframe that I can expect my package and they refused to return the item or provide a refund. I had sent my items out for a special occasion Now they tell me another 2-3 weeks hopefully. they are still blasting their services on social media - get what you have done before taking more money off customers

  

  Business Response

  Date: 05/06/2024

  Thank you for reaching out. We apologize for the wait! 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. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our team is working hard to increase our capacity to meet our customers' needs. We expect your order to be completed sometime next week, and you will receive an email with the tracking details when it is ready! 

• Initial Complaint

  Date:04/29/2024

  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 sent a stack of Mini-DVs to be converted to thumb drives on 1/8/2024 and I paid for this service. ORDER *******/ORDER # *******. I have not received an updated since March 1 ("Your order is progressing in our facility! Now that everything has been prepped and ready to go, we're just waiting on a spot to open up so that we can start transforming your items from analog to digital."). It has now taken more than 4 months since I shipped my orders. I would like a full refund and a return of all of my media in the same condition as when I mailed them.

  

  Business Response

  Date: 04/29/2024

  Thank you for reaching out. We apologize for the wait! The posted average turnaround time on our website is approximately 12 weeks because each order is digitized individually. 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. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our USA based team is working hard to increase our capacity to meet our customers' needs. 
  
  Our Customer Service Team will reach out to you directly to review our cancellation information, but we expect your order to be completed within the next 2 weeks.  

• Initial Complaint

  Date:04/22/2024

  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 sent a box of memories to be converted to south tree. They received it Jan 8, 2024. Its been 14 weeks ago. It shows my ordered hasn't been processed yet. I have attempted to call, but no one answers or calls back. I want my tapes returned and a full refund for the processing that I paid in advance.

  

  Business Response

  Date: 04/23/2024

  Thank you for reaching out. We apologize for the wait! 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. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our USA based team is working hard to increase our capacity to meet our customers' needs. Your order was moved into a production station early this morning, and it should be completed soon! You will receive an email with the tracking details when they are available.

• Initial Complaint

  Date:04/19/2024

  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 paid to have a VHS TAPE to be copied on a disc. It was not copied right mostly all I see is a blue screen.

  

  Business Response

  Date: 04/19/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment.  It's common for the quality of analog tapes to deteriorate with time sadly.  We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed! Many of our customers will borrow an appropriate player from friends or family members, or even a local library to do so.
  
  You have been in contact with our Customer Service Team, and they have relayed your request for a refund as well as the sample footage to our Billing Department. Thank you for providing the samples; they are helpful for sharing your issues with our Production Team during the review. You will receive an email with the details of your refund request shortly.  

• Initial Complaint

  Date:04/16/2024

  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.

  Date of purchase 12/25/23
  Material arrived at their facility on Jan 9th 2024for them to start digitizing.
  Amount paid for service $480 (between ******* and remainder)
  ******* states digitizing tapes in in 6-8 weeks.
  When I placed order, it stated in 10-12 weeks. (first issue doubling time but I accepted)
  They have exceeded the promise completion date and I have been in communication with them for the last several weeks and they say they cannot provide any update on when it will be completed even though they are past the longest date range. AS of 4/15/24 they responded saying if I give them another $40 they will complete my order in the next week. So they are holding my family memories hostage and trying to shake me down. They said that allows me to jump to the front of the line. If they offer that to all customers, my order would never be completed. Even if I were to pay it there is no guarantee anything would happen since it seems to be a scam.
  Order Number is *******

  

  Business Response

  Date: 04/16/2024

  Thank you for reaching out. We apologize for the wait! 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. Recently we've seen a sharp increase in demand which is unfortunately pushing out our average Standard Processing times. Our USA based team is working hard to increase our capacity to meet our customers' needs. We expect your order to be entering a station next week, and you will receive an email to let you know that our team is actively processing your order. It will ship soon after that!  

• Initial Complaint

  Date:04/15/2024

  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 from this company and paid on 12/5/2023. Their marketing materials said the service would take 8-12 weeks. It has been 17 weeks and there has been no progress. The company also says they do not allow refunds. So they have had my personal data and my payment for 17 weeks and there is no end in sight.

  

  Business Response

  Date: 04/15/2024

  Thank you for reaching out.  We apologize for the wait!  While our advertised average processing time is 10-12 weeks, that average is subject to change. We have had a sharp increase in the number of orders we received recently, and we are processing those orders now. We're a relatively small team, based right here in the USA, and our entire team is working hard to boost our capacity to meet our customers’ needs. In order to do that, we try to process every kit in the order in which it is received.  It looks like our Customer Service Team sent you the details of our Cancellation Policy listed on the website.  We expect your order to enter a production station this week, and it will be completed soon after that. You will receive an email when this happens, and another with the tracking details when the package ships.  

  Customer Answer

  Date: 04/19/2024

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

  This response basically just says “keep waiting”.  The business says they are a small team struggling to keep up.  That would be understandable but then why am I getting at least ten emails per week promoting more business?  Why are you still advertising 10-12 weeks and asking for more business when you cant handle what you have?  It seems it is because this keeps cash coming in.  Also, for a business to simply say we cant refund you because that is our policy is absurd. You have had my tapes and my money since 12/5/23.  
  

  Here is a reasonable outcome….refund my money now then charge me when you deliver the service.  If that is against your policy you need to change your policy.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 04/23/2024

  We apologize that our invoicing system did not work for your needs! With our process a unique kit is created just for your order, and that's why our orders are prepaid. We are sorry about the wait! Your order is currently in transit back to your home, and *** shows that it should be delivered tomorrow.  

• Initial Complaint

  Date:04/12/2024

  Type:Customer Service 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 my media in to this company in the form of VHS-C to be converted to thumb drives on January 8 2024 and paid for this service. The website stated that it would take 10-12 weeks to complete and I still haven’t received my order. I keep emailing the company asking where my order is and they keep telling me it’s processing. The company will not provide me with a definitive date or timeframe that I can expect my package and they refused to return the item or provide a refund. I had sent my items out for a special occasion..

  

  Business Response

  Date: 04/12/2024

  Thank you for reaching out.  We apologize for the wait!  While our advertised average processing time is 10-12 weeks, that average is subject to change. We have had a sharp increase in the number of orders we received recently, and we are processing those orders now. We're a relatively small team, based right here in the USA, and our entire team is working hard to boost our capacity to meet our customers’ needs. In order to do that, we try to process every kit in the order in which it is received.  It looks like our Customer Service Team sent you the details of our Cancellation Policy listed on the website. Your order should be completed in approximately 1-2 weeks.

  Customer Answer

  Date: 04/17/2024

   
  
  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:04/05/2024

  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 on 11/10/23 and just received my package back with our 10 VHS tapes back (4/4/24). Not only was the process well beyond the 8 to 10 weeks promised when I paid $161.07, but when the tapes came back, Legacybox only digitized 1 out of the 10, claiming they were "damaged" or "unreadable". Event that 1 tape is only showing 10% of the actual footage on the digital format. We still own a VHS and all these tapes are 100% readable. Their process of holding the tapes for this long and only in an email a handful of days ago did they state there were issues with the tapes. Why do customers have to pay full price for tapes they don't process? Why do they not fulfill their promise of getting material back in the promised timeframe. My tapes are completely fine and we were looking for a company to help us transfer these to digital. I now will be using a local company to do so, but want Legacybox to refund us for the lack of providing service.

  

  Business Response

  Date: 04/09/2024

  Thank you for reaching out. We apologize for the wait! Our processing times usually take approximately 12 weeks, as listed on our website and shopping cart, but we are currently experiencing processing times on the higher end of that average. Unfortunately most of your tapes were marked as having existing damage that prevented us from being able to digitize them.  This usually indicates that there was mold on the tapes.  This is common on tapes of this generation, even when stored in the best of conditions.  We are sorry that they were not able to be processed!
  
  When you spoke to our Customer Service Team last week, the refund request for these items was sent to our Billing Department, and you received an email from them yesterday with those details.