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:03/25/2024

  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 of VHS-C to be converted to thumb drives on November 24, 2023 and paid $141.98 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, yet the website hasn’t updated my order since January 24, 2024, stating it’s being processed. I would like my media back and a refund.

  

  Business Response

  Date: 03/26/2024

  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 had a sharp increase in the number of orders we received over the holiday season, 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.  You can reply to any of the status update emails that you have received to reach our Customer Service Team for more details about your order.  We expect it to wrap up sometime next week!  

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is the same response that I have received multiple times after I reached out to customer service. You should change the time of return that is listed if it is indeed not feasible.  I sent my media in the end of November and I got verification that it was received on December 4. The last update on your website is from January 24! This is almost April! Nearly 16 weeks since my media was received! So no, I am not happy with your response!
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:03/12/2024

  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.

  Order # *******, received by Legacybox on 11/2 *** proof of delivery. The lead time when ordered was 10-12 weeks. I sent several emails trying to get an update after 10 weeks I kept being told they were working on my tapes and they would be shipping soon. 18 weeks later I got a box back with my original tapes and no thumb drive, I again reached out and was told they were unable to digitize my tapes due to damage. Nothing in the box to note this just my tapes. A refund was not automatically given I had to put in a request. Today I got an email that they were refunding a partial amount. I expect a full refund, they held my tapes for 18 weeks, I spent a lot of time having to send emails and they did nothing. I took my tapes to a local place and was told they were fine and they could digitize no problem

  

  Business Response

  Date: 03/12/2024

  Thank you for reaching out. We are sorry that we were not able to digitize any of the tapes that you sent in this kit due to mold. Sadly that is common with tapes, even when stored in the best conditions. When tapes arrive like this, they must be sorted and evaluated by our team.  For this reason, a handling fee is normally 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. Each tape has been tagged with a sticker letting you know about their condition, and you received an email on 03/06/2024 to let you know about this as well.
  
  We apologize about the wait and realize that it is unfortunate to have waited for the tapes to go through our Standard Processing time to find that we were not able to digitize any of them. For this reason, the handling fee was waived on your order. Currently the only fee remaining on your order is the shipping fee that is not considered in the refund amount. This was a one-time fee of $15.95, and the kit was shipped in transit 3 times during the processing of your order.
  
  You will receive an email from our Customer Service Team today as we are always happy to review the details of your order again!  

  Customer Answer

  Date: 03/13/2024

   
  
  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:03/04/2024

  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 paid to have 20 items digitized. I only received 19 out of the 20. The 19 that were sent arrived with no sound. The other item was marked as incompatible. I contacted customer service to try and work out some kind of compromise and was basically told too bad. She referred me back to their website. The ad I responded to didn’t mention anything about no sound or being charged for film they deemed incompatible.

  

  Business Response

  Date: 03/04/2024

  Thank you for reaching out. We apologize that this information was not as noticeable for you as we would have liked it to have been! We have listed the details about our film transfers in our FAQs, in the Help Pages, and in the Welcome Guide that comes with the kit. We did not come to this decision lightly; however, film reels with sound are so rare that our process focuses on the silent reels. Again, we are sorry for the inconvenience! That said, we have a long list of media formats that we are able to digitize, and our Customer Service Team will reach out to see how we can help with your order.
  
  
  

• Initial Complaint

  Date:02/26/2024

  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.

  - We pre-paid approximately $180 to Legacy box to transfer our VCR and 8 mm cassettes to flashdrives.
  - The website advertised that it would take approximately 10 to 12 weeks to receive our finished product.
  - Having sent our materials to them before Halloween, that has already given them about 16 weeks to complete the project and mail it back to us.
  - We have emailed them several times and, to their credit, they responded in a timely manner to tell us that we would receive another "update" about our progress in another 2 to 4 weeks.
  - Our main concern, of course, at this time is that they have possession of all our memories on those tapes and seem very vague as to when we will receive our promised product.
  Your help in solving this issue would be very much appreciated!

  

  Business Response

  Date: 02/26/2024

  Thank you for reaching out.  We understand you are anxiously awaiting the completion and arrival of your order and want to let you know that steps are being taken to ensure that happens as quickly as possible!
  
  While our advertised average processing time is 10-12 weeks, that average is subject to change. We had a sharp increase in the number of orders we received over the holiday season, such as yours that arrived on 11/10/2023, 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. 
  
  We expect your kit to be completed within approximately 3 weeks! At any time you can reply to the same email from our Customer Service Team to get the most up-to-date information on the status of your order.
  
  We do apologize for the wait!  

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of 2 reasons:

  1.) The most recent email response that we received from Legacy Box when inquiring for the second time about our order stated "It looks like it would be around 2-4 more weeks for your next major order update." Please note that we are not inquiring about when will receive the next update, but when will we receive the product that we paid for. I feel like these responses are basically just stalling techniques.

  2.) More importantly, it is confusing to us as to why we receive constant text messages from you asking if we would like to send in additional tapes for service when you are admitting that you are unable to handle what you already have. This is morally and ethically unacceptable.

  Therefore, I would ask for your agreement on the following: If you cannot commit to delivering our finished product no later than April 1 (which is nearly double the amount of time that you stated it would take), then we would prefer to have a full refund and have all our memories on teams returned to us.
  
  
  
  Sincerely,
  
  
  ****** ******

  

  Business Response

  Date: 02/29/2024

  We apologize for the variability in the estimated completion times! We are only able to provide estimates of competition because each order is processed individually, in the order in which they arrive. Your order has progressed quickly this week, and you should receive an email with your tracking details next week! Standard Shipping will take approximately 6-8 days to arrive at your address.  

  Customer Answer

  Date: 03/01/2024

  
  
  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:02/21/2024

  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.

  It is well past the quoted time frame that the company said my order would be processed, every time I've reached out to the company, they are vague about where my tapes are and can't give any kind of time in which my order will be processed. I asked for a refund and my personal property back, and they refused.
  On their site, they claim to show who has handled my tapes, it says they've been passed on to about 5 different people for digitization, they said that is just an automated message and isn't accurate.
  I'm concerned for my personal property, they seem to have no idea where they are and can't give me any kind of specific answer to any of my questions or concerns regarding my order.
  I want a full refund and my property back, undamaged.

  

  Business Response

  Date: 02/21/2024

  Thanks for reaching out to us! We understand the concerns of parting with your precious memories and want to assure you that safety is our number one priority. The barcodes on each of your items are connected directly to your order information, and they are scanned continuously, through each area of production. These scans also provide you with the frequent email updates regarding the status of your order.
  
  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 over the holiday season, 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. 
  
  Although we are not able to cancel your order now that it is in our facility, we are doing everything we can to return the kit to you as quickly as possible. Please reply to your email conversation with our Customer Service Team to view the details of our cancellation information.
  
  You have Digital Download as a file output option on your order, so you will receive an email with a link to your files as soon as the order has been completed, while you are waiting for the delivery of your original items. We expect it to be ready in approximately 2-3 weeks, and standard delivery times take approximately 6-8 days. 

• Initial Complaint

  Date:02/19/2024

  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.

  1/10/24 I placed an order for a 40 item Legacy Box. When I got the box I discovered that an item is 25 pictures. There is also the opportunity to add more items over the 40, and the ability to add more services, such as thumb drives, CDs, etc.
  I realized I didn't have enough pictures to send 40 items. I only had enough pictures for 14 items. I tried calling the company (their recording says hold time 5-8 minutes:
  1/16/24 on hold for over 32 minutes before I finally gave up and hung up
  I also called and pressed the number to save my place in line to get a call back from the company on 1/15/25, two more times on 1/16/24, and two times on 1/17/24. I never received a call back.
  I emailed the company on 1/20/24 and never received a call back.
  I called the company today, 2/16/24, and was on hold 12 minutes before someone picked up. I was told it is okay to add more items to your box to be charged more money; however, it is not okay to send in lesser amount of "items" and under no circumstances will the company issue a refund of the difference for any kind. I if had known ahead of time, I would have saved myself approx $200 and ordered the right amount of "items".

  

  Business Response

  Date: 02/20/2024

  Thank you for reaching out. We apologize that you were not aware before creating your order that our kits are intended for up-to the number of items specified at the time of purchase. Our Cancellation information can be found in our Help Pages on the website.
  
  We see that you used the kit for less than half of its intended size, and understand that this is a significant portion in price! Our Customer Service Team will reach out by email to review any possible options!  

• Initial Complaint

  Date:02/13/2024

  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 believe Legacybox is not operating in good faith. I sent my home movies to them in late September and the status of my order according to their records is "arrival scan, in process" from November 10, 2023.
  I have emailed them repeatedly and they continue to give me the same response, "You submitted 28 tapes and those are a very popular type of media. We have specialized stations that handle each type of media. Your order is in the queue waiting for this specific station and technician to become available. ....not able to provide exact date that your order will be completed because turnaround times may vary based on current volume...estimate it should be another 1-2 weeks or so until your order is completed."
  
  This is the same response over and over. They received my materials on September 29, 2023. They updated my order on October 20 "order is in the queue", Oct 27 "order is processing", November 3 "prepping our equipment now to start digitizing your order soon" and last entry is from Nov 10 "Your order is just about to enter the digitizing process"
  
  I've looked at Facebook comments alleging the same terrible service yet the company continues to mislead consumers through advertising and testimonials.
  
  I would like my order completed. I would like the public to know that Legacybox is misleading consumers about their turnaround time.
  
  I'm beginning to wonder if there was a factory fire that destroyed my materials or if they have been lost.

  

  Business Response

  Date: 02/14/2024

  Thank you for reaching out to us.  We're sorry that your order is taking longer than expected and understand the frustration this would create for you.  Your kit entered a digitizing station this week, so it is actively being processed by our team. You will receive an email to let you know when the files are ready and the package has shipped.
  
  We completely understand that you are eager to receive your completed order and are grateful for your continued patience. We hope you'll find it was worth the wait.

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Legacybox gave the standard reply to BBB as they have given to me time and time again.  They have provided no completion date nor ship date. I would like my order completed and shipped to me within the next 10 days. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 02/23/2024

  Your order is in the final stages of production, and we expect it to ship this coming week!

  Customer Answer

  Date: 03/03/2024

  
  
  Better Business Bureau:
  
  My items arrived at my home yesterday. It took 5 months to complete my order. I think Legacybox should give a more realistic timeline when people send in their media for digitization, something like an “estimated timeline calculator” based on what the customer is sending. I’m not the only person who’s felt misled. That being said, I am happy with the product, but I will be reluctant to recommend to my friends. 
  
  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:02/12/2024

  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.

  Order ******* I mailed my legacybox order to the company in November. They stated that the process would take 10-12 weeks. They continue emailing me almost 3 months later that it is “in process” with no additional details. I have reached out for more information and not gotten a response. I paid over $200. I expect some sort of response or accountability for that kind of payment and they have precious/priceless family tapes.

  

  Business Response

  Date: 02/12/2024

  Thank you for reaching out. We apologize for the wait. It looks like you sent us an email on 01/26/2024 requesting an update on your order, and we replied the same day.
  
  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 over the holiday season which are currently being processed. 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 customer’s needs. In order to do that, we try to process every kit in the order in which it is received. 
  
  You have digital download as a file output option on your order, so you will receive an email with a link to your files as soon as the order has been completed, while you are waiting for the delivery of your original items. We expect your order to be completed within the next 2 weeks.  

• Initial Complaint

  Date:02/01/2024

  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.

  On Sept. 12, 2023, I sent a box of 8mm and VHS-C tapes to be digitized. Legacybox advertises average processing time of 10-12 weeks. It’s been 18 weeks now and I haven’t received my order despite having to pay the costs upfront.
  
  I contacted them on Jan. 2, 2024 to inquire about my order, and received a response that it’s being processed and that I would receive an email that my order is in production in the next 1-2 weeks. I’ve received no such email.
  
  In addition to not receiving the services promised, I’m very concerned about the return of my original materials, which contain priceless family memories.

  

  Business Response

  Date: 02/01/2024

  Thank you for reaching out to us.  We are sorry that your order is taking longer than expected and understand the frustration this would create for you.  Our advertised average processing time is 10-12 weeks, but that average is subject to change. We have had a sharp increase in the number of orders we received over the holiday season. 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 customer’s needs. In order to do that, we try to process every kit in the order in which it is received. 
  
  If you did not receive the reply from our Customer Service Team on 01/02/24 or the status update emails, please contact us again from a different email address. We can help you to review your email options that may be blocking our messages.
  
  We completely understand that you are eager to receive your completed order, and we are grateful for your continued patience. We hope you'll find it was worth the wait.

  Customer Answer

  Date: 02/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because no estimate is provided as to when my order will be completed and my materials returned. I also feel that communications have been sorely lacking as I’ve checked the “Order Status” page on the Legacybox website and no updates have been made since Nov. 7. I’m also receiving daily marketing emails from Legacybox, which leads me to believe that the company has overextended its small team. I believe more efforts should be made to satisfy customers like me who have already paid for services not yet rendered. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 02/05/2024

  Your kit reached our production area last week, and you will see these new details on the "Track My Order" page when you log in again. We expect the order to be completed this week. The tracking details will be emailed to you when they are ready. We apologize for the inconvenience!  

  Customer Answer

  Date: 02/05/2024

   
  
  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:01/31/2024

  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 purchased a service from Legacybox. I tried to cancel my order within their 30-day policy. I emailed customer service several times. I called and when wait times were excessive, I left my phone number for a call back twice, as directed by their pre-recorded instructions. After a couple weeks of continued attempts I finally reached a rep by phone. She processed my request and said I would receive email confirmation of my refund, less a processing fee. When I received the email, I learned my cancellation request was denied because they did not receive my request within their 30-day policy. I replied to the email with the dates, times, screenshots and my emails showing my good-faith attempts to cancel according to their policy. I received no reply. I then wrote a letter regarding the issue, asking them to please reconsider my request and sent it via email to their customer service address. I received no reply. I feel this is outrageously negligent customer service. I have not used their service.

  

  Business Response

  Date: 01/31/2024

  Thank you for reaching out. We apologize that it has been difficult to reach us. Our system only shows the single phone call on 12/27/23, and it was answered by our Customer Service Team; we do not see any replies to the emails that we have sent in regards to the refund request. We have attempted to contact you at the same email address in this message.
  
  This order was purchased on 11/19/2023 and is outside of our 30 day cancellation timeframe, but we would be happy to review this with you further. Please attempt to contact our Customer Service Team with a new email address to see if your messages are received.
  
  As was mentioned in the emails, this purchase was made with a ******* voucher, and you will need to reach out to ******* for more information on their refund policy.  

  Customer Answer

  Date: 02/14/2024

  Hello,
  
  I have attached my emails and dates of phone attempts to reach the business within their cancellation period.  They claim they have no record of the email responses I have included.  The ******* I used was a small portion of the amount I paid the business.
  
  Please review and open this complaint.
  
  **** *********

  

  Business Response

  Date: 02/15/2024

  Thank you for attaching the file. There are some communication attempts listed here that we did not receive. Our phone lines are open Monday through Friday from 9am to 5pm ET. In one of your emails which did not come through, you mentioned that you thought you were only able to use the kit to digitize tapes. Our Customer Service team included a link to the full list of media items that we can digitize.
  
  Our Customer Service team will reach out to you directly by email again so that we can followup on the details of your refund request.  

  Customer Answer

  Date: 02/16/2024

  
  
  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.
  
  
  The business refunded my payment within their policy guidelines.  
  
  Sincerely,
  
  
  
  **** *********