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:10/27/2023

  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 have been attempting to call the company and get a refund. As I'm looking online at reviews I have found that they have hidden or gotten their ****** reviews removed. On several sites I am seeing that they do not answer emails or phone calls. I've been on hold twice for over 30 minutes. The negative reviews always are followed by a comment from the company that they are short handed. Also as I've dived further in not being able to contact this company I've found that they lose a great deal of videos and are unable to convert a great deal as well. I haven't gotten my box and want a full refund.

  

  Business Response

  Date: 10/27/2023

  Thank you for reaching out. We see that you placed the order on 10/25/23, and contacted our customer service department on 10/26/23 before the box shipped, so we were able to cancel the order and issue a full refund. We understand that parting with your precious memories is concerning and want to assure you that safety is our number one priority!
  
  We monitor your order through every step of the process. We can track its transit and delivery though our trusted shipping partners. Should we encounter any issues while it is in their hands, they are always easy to contact to follow their procedures for ensuring that your items are delivered safe and sound.
  
  Once your items are at our production facility, they stay here. The entire conversion process is done under our one roof in Chattanooga, TN. 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 frequent email updates regarding the status of your order. Please feel free to reach out with any further questions.

  Customer Answer

  Date: 10/30/2023

  
  
  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:10/25/2023

  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 in 10 VHS tapes to be processed. When tapes were returned I only received 8 VHS tapes. Two tapes were either lost or damaged.

  

  Business Response

  Date: 10/25/2023

  Thank you for reaching out. We understand that this is an upsetting situation, and we will do everything we can to help with the tapes that you did not receive. At this time, it appears that the tapes were not included in the kit that was checked-in at the time of arrival. Although this was a 10 item kit, we only received 8 VHS tapes. A supervisor from our Customer Service team emailed you directly earlier this week, and they will be happy to help with all of your questions to determine what has happened here.  

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did not receive a respose from the company as they stated.  I called ********* yesterday (Tuesday the 24th) and was told I would receive a phone call from the company concerning this complaint.  They never emailed me or called me.  They are lying concerning the claim they only received 8 VHS tapes.  The lied when they said they emailed me.  They told me they would call me back yesterday but did not.  This company has absolutely terrible reviews online for the service which include problems like the one I have had.  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 10/27/2023

  We apologize that you did not receive the email from our Customer Service team. It looks like the billing information for this order was under another person's name, and their email address is on file. We will reach out to the email address provided through your BBB inquiry!
  
  
  We are very sorry that we do not have any further information on the 2 tapes that we did not receive in this kit. We have reviewed the details of your order with our Receiving Team, and they have confirmed that there were only 8 tapes in this box when it was opened. Just to make doubly sure that this was the case, we have searched our facility and found no other items with safety barcodes from your order number. We regret that this is the case, as we would be most happy to help you locate your tapes!

  Customer Answer

  Date: 10/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They lost my tapes and will not refund my money
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for Legacy Box to digitize my family VHS tapes. The only thing I have left with my father's voice. I have yet to receive my product nor have my tapes returned. There is no phone call to reach an actual person, and no one responds to my email/request for call back.

  

  Business Response

  Date: 10/24/2023

  We apologize that you have not received the replies to your emails! There were two separate communications dated on 10/12/23 and 10/17/23. Our Customer Service team responded to let you know that our standard processing time is approximately 12 weeks, as is posted on our website. Your order has been in our facility for about 7 weeks. We are sorry for the inconvenience and know that you are anxious to receive these precious tapes home soon, but it will be approximately 5 more weeks before your order will be completed. If you have another email address, please reach out again, and we'll be happy to update your contact information to better stay in touch!  

• Initial Complaint

  Date:10/10/2023

  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.

  On 8/11/23 I placed an order totaling $311.24 which included $26.36 TN taxes. On 9/9/1023 I requested to cancel. I was only refunded $211.94 on 9/22. Their website states they will deduct a 20% fee plus shipping. Shipping was $19.95. I was told I would receive around a $233.03 refund when I asked what the fee would be when I requested to cancel. No one can explain this amount to me. I think they owed me a refund of $234.31. That is 20% of the order before taxes plus the $19.95 shipping. So, they owe me $22.37 more.

  

  Business Response

  Date: 10/11/2023

  Thank you for reaching out. The additional $19.95 that you were expecting to have refunded was the amount for the Shipping Protection. This amount is part of the shipping fees. We apologize for the confusion, but our Customer Service team has reviewed your invoice further, and you have received a separate email with the details of your refund.  

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* (owned by Southtree) has been completely unresponsive to several requests for a refund. There is no way to call them, only contact them through their chat bot service. After paying $365 to have them digitize 5,000 precious physical family photos, I started reading their reviews just as I was about to mail this 37 pound box to them. I was horrified about all the reviews that indicate carelessness with family photos, videos etc and their very poor customer service, lack of responsiveness and also taking months to actually finish the project. I decided I would NOT mail them my family's 5,000 photo collection and requested a refund. They have not responded to numerous requests (not once!) for a refund over the past two weeks. This is completely unacceptable.

  

  Business Response

  Date: 09/26/2023

  Thank you for reaching out. We apologize that is has been difficult to reach us. This purchase was made on 09/03/23, and the only email that we have received from you was in regards to a status update on 09/11/23. Your kit arrived to your home later that day. Our Customer Service Team will reach out to you by email to review your cancellation options. We look forward to hearing from you! 

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I submitted a request 3 times over the past two weeks for a refund. The only response I received was after I complained to the BBB.

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

• Initial Complaint

  Date:07/18/2023

  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.

  Ordered 4-20-2023
  10 tapes
  $192.15
  Got 7 of 10 back converted
  The converted ones are worse than the original vhs tapes, witch I can still watch, the other 3 play perfect on vhs, and told me they cannot convert
  The dvds they sent are unwatchable
  And no sound
  This company needs to be shut down
  Total fraud!! I learned of the company thru glen beck, what a disappointment
  I want a full refund, worst I’ve ever seen

  

  Business Response

  Date: 07/18/2023

  Thank you for reaching out.  We regret that our digital conversion did not meet your expectations, and our Customer Service Team is always happy to help!  Our process is to provide a one-to-one transfer of each of your items as they play on our equipment, but we would appreciate the opportunity to review your files and make sure that everything was digitized correctly.  
  
  When you emailed us last week, a request for a refund of the 3 tapes with mold was entered into the system, and you will receive an email with those details when it is completed. Unfortunately, we cannot introduce tapes in this condition to our equipment although you are able to play them at home.
  
  Our Customer Service Team will reach out again to help you further with the quality issues that you are seeing on the other files. We look forward to hearing from you! 

  Customer Answer

  Date: 07/18/2023

   
  
  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:07/06/2023

  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.

  This involves an order to ********* to digitize VHS video tapes of old home movies which are now irreplaceable. Several of the people in those videos are deceased now so if the tapes are lost no replacement is possible. This company required the customer to purchase in advance for the full price, which I did. But before sending the video tapes in, I did more research and found many reviews where they had lost or damaged tapes, or taken many months (more than 3 months) to perform the Digitization and the persons never received their tapes or the digitized copies. Since mine were irreplaceable, I did more research and found a local company here in Atlanta that would do it. They did all the tapes in 10 days with good quality. I then sent an the email dated July 1 requesting a full refund and that I was not going to send any types in. I received a terse response that they have a 30 day deadline and refused to refund any money. However, this 30 day refund period was not clearly stated originally. My email was at about 31 days, just 1 day over! However, they steadfastly refused any refund. They suggested gifting this, $581.72, to someone but I have no one to do that, so basically, the full amount of money is lost. See attachments for emails. Thank you in advance. **** **********

  

  Business Response

  Date: 07/07/2023

  Thank you for reaching out. We apologize for the inconvenience of our Cancellation Policy. This information can be found in our Help Pages. Our Customer Service Team will contact you directly to review your options for this Digitizing Kit.

• Initial Complaint

  Date:06/01/2023

  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.

  Purchase Services to convert 40 8mm Films by Legacy Box. ONLY SEVEN WERE CONVERTED due an issue about reels substance. I re-examined the films when they were returned and the actual film was not damaged in any way. I reviewed a couple of FAQ's recommended by staff and they did not apply to my situation. The full cost for 40 units was $479.98. I received only after complaining a refund of $180.20 without explanation about how they thought that was reasonable. I submitted a second complaint and got a flat out rejection for a better refund. BUT, the person provided how refunds were calculated. The full refund should have been $327.85 per their method. I have tried to contact them several times about this issue with a detailed analysis. Have gotten no response. I would like both a full refund and payment for my time. I bill customers at $125.00 and have spent too much time on this issue.

  

  Business Response

  Date: 06/02/2023

  Thank you for reaching out. We apologize that we were not able to digitize most of the items that you sent in the kit. We see that you sent an email recently to a Customer Service agent that has been out of the office this week, and we were regrettably unaware of your reply. Our team will reach out to you by email to help with this order.  

• Initial Complaint

  Date:05/30/2023

  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.

  Lat year, on September 04, 2202, I purchase a digitizing package of family photos from Legacybox ( # ORDER *******) It wasn't until February 2023, I believe, when I received the return product. It was a few weeks past that before I popped the completed usb stick they sent me into the computer. When I did, the memory stick was blank. I got touch with Legacybox support the first week in April to report this and they have given me nothing but the run around with back and forth emails requiring "more information" until finally they proposed to replace the USB stick but they no longer have the files digital files. So I was told I would need to ship back my photos AND PAY FOR THE SHIPPING! and they would do the order over. 1) I stated to them I would not be paying ANYTHING out of pocket for their mistakes! and have repeatedly ask for a conversation and or call with a supervisor but they do nothing to contact me. My final communication with them was to request a full and total refund. Again, I hear nothing... all they send me is a questionnaire survey on how their customer service agent did!. This has been a horrible experience and a ripoff!
  Please just help me get a refund. I have my invoice and copies of emails back and forth if you need them. ****** ******

  

  Business Response

  Date: 05/31/2023

  Thank you for reaching out. We apologize that the thumb drive did not contain your files. The order was completed in March, and we only store the files for a period of 30 days. Within this timeframe, we are happy to address any issues, and our team attempted to create a new thumb drive. Unfortunately, we no longer had the files by the time we heard from you, and we were passed the window of time for setting up a Return on this order. After that point, we need to send out a new kit.  Although we are able to waive the digitizing fees in this situation, we are unable to create a new order without charging for shipping in the ordering platform. We understand that this will not work for your needs, so a request has been entered with our Billing Department to issue a refund for the order. It seems that your communications were not received by our Customer Service Team in full as we do not have a reply to any of our emails. We apologize for the inconvenience! 

  Customer Answer

  Date: 06/01/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response in regards to communications not received in whole is hogwash. I had been out of town taking care of family business after the passing of my parents and was unable to 'check" this drive in the 30 day window, which WAS NEVER MADE AS A CONDITION OR STIPULATION FOR UNSATISFACTORY SERVICE. I want a full refund, therefor this resolution is satisfactory as far as the refund goes but I would like a timeline. This company has very poor continuity of communication and I fear they will make me jump through hoops to get my refund. Could I have a timeline for the refund to be processed?
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/20/2023

  Order details pertaining to refund have been emailed to customer.  

• Initial Complaint

  Date:05/26/2023

  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 September 20, 2020, I purchased a service from legacybox and had all of my videos converted into a google drive account. One month ago, I went to the file and everything disappeared. I reached out to the company to find out what occurred and they said that google changed their services and the links now expire so if I would like to see the videos I spend hundreds of dollars converting, I will have to pay another $79. This feels unfair and outrageous. If I had known the links would expire I may have chosen a different option. There was not even fair warning before they deleted them.

  

  Business Response

  Date: 06/14/2023

  Thank you for reaching out. We are sorry to hear that your files were not saved from the Digital Download link! We try to make this information clear at the time of purchase, that the links are temporary and only guaranteed for 30 days. This information can be found on our website and help pages. Until recently, we were able to retain the links for longer than 30 days. When the links were set to expire fully, we began sending out emails to let anyone affected by the expirations know that this would be happening soon. Again, we apologize that these emails did not reach you! The process to attempt to recover the files now that they have expired can take approximately 2 weeks, and the fees listed in the previous email were to create the Legacybox Backup Service on this order along with a new Digital Download link. When the backup service is active on an order, with an annual fee, since the time of purchase, a copy of the files is stored for safekeeping, and we do not need to attempt the recovery process. Our Customer Service team will be in touch by email so that we can help you further!