Complaints
This profile includes complaints for Nationwide Studios, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/26/2025
Type: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.
Emails from Legacy Studios have no unsubscribe link at the bottom. After emailing support asking to be removed, I was told that I need to sign up for an account in order to unsubscribe. When I responded to support I do not want to sign up for an account, I got the exact same response. These are unsavory business practices. The inability to unsubscribe, and the blunt response from support should be a matter of public record. Thank you.
Business Response
Date: 06/27/2025
Dear Valued Customer, I apologize for the frustration you
have encountered. I do see that we have successfully unsubscribed you
from our communications. Your feedback means a lot—it helps us do better.
We’re grateful you took the time to share your thoughts with us.Customer Answer
Date: 06/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23521448, and find that this resolution is satisfactory to me.
Sincerely,
Thomer GilInitial Complaint
Date:05/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased *********** Senior portraits from this company in December 2024. One of the digital downloads and several prints had missing color in the background. I asked for replacements and they forced me to cut up the prints and send a picture for proof before they would replace my download and prints. When I did so, they suddenly were doing a system and photo gallery upgrade. We had no access to the photos. Originally it was supposed to be back up mid-May. Now, they are saying early June. They still should be able to replace mine. There is currently no way to contact customer service. You only receive automated responses and a voice message on their phone line. There is no option to leave a message or speak to a customer service representative. I now have no photos with graduation next week.Business Response
Date: 06/10/2025
Dear *************************start="122" data-end="125"> Thank you so much for your orderwe truly appreciate your business!
We understand you requested retouching edits after you received your original order. In these cases, we ask customers to either return the original products or provide proof that theyve been discarded before we issue replacements.
Recently, we completed a planned system upgrade designed to provide a more streamlined and user-friendly experience. During this transition, our phone lines were temporarily turned off for three weeks. However, our ************* team continued responding to emails within 2448 hours, and live chat support remained available throughout.
Its true that we do not offer voicemail at this time, but we're happy to share that our phone support is now back up and running as of last week!
Most importantly, your updated digital images have been sent, and your reprocessed print orderincluding the requested editsis already on its way.
Thank you again for your continued support. We look forward to serving you again in the future!Initial Complaint
Date:12/19/2024
Type: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.
My child got photo retakes last month due to how horrible the 1st photo was. Photographers really don't know how to take pictures they look for the worst angles and my child comes out with different skin color. After 2 weeks of retakes I called Legacy and was told photos would be sent to school. 3rd week I called again and was told that they forgot to submit my child's retake photo and that no one had even processed them?! Same lady told me she would ship photo and my magnet directly to my home due to all the issues I've had with them already and that she would provide me with a tracking number when they are shipped! I'm in the 4th week now trying to get a hold of this studio since I have not received any news or tracking that the photos has been shipped! I've sent ******** msgs and emails and no responses. I also call and they are always closed! This photo was for Christmas cards for the family and thanks to Legacy we cannot send family cards this year with my daughter's photos! Send my daughter's 8x10 photos and the magnet!Business Response
Date: 01/14/2025
Dear Valued Customer, I'm very sorry about the frustrations. Please let me assist from what I have looked into. I see your first photo and magnet were shipped to the school on 10/10. Then, I see we had two phone calls with you (your emails were merged into your phone ticket, since we spoke to you on the phone), we then placed a new order of the retake photo (and waived the return of the original photo). That package was placed on 12/12 and shipped from our plant on 12/16. We ship our packages via **** Mail Innovations, which means that we hand package to *** they take it so far, and then hand it over to ****. I know during the holiday season the **** is inundated and gets a little behind. *** keeps tracking of the package; however, when it's handed to **** then the tracking is no longer available. So, I have partial tracking for you that I had emailed you on 1/10/25. I didn't hear back from you, so I am assuming you may have the package.
Please let me know if you received your package. We of course want all customers to be pleased with their purchases!Customer Answer
Date: 01/14/2025
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. I accept only because I already received the photo but I find it ridiculous that I had to wait 2 months because of their mistake of forgetting to submit my new order of retakes! This messed up my whole Christmas cards.
Sincerely,
******** ****Initial Complaint
Date:11/15/2024
Type: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 paid $52.28 for photos that I have yet to receive. I placed my order for these photos on September 22 and again on October 8 of 2024. I have called and emailed the company trying to get a tracking number and then ultimately requesting a refund. They have refused to give me a refund and have stopped responding to my emails. Please help me get my money back and save other unsuspecting customers from being scammed.Business Response
Date: 11/18/2024
Hi BBB,
I wanted to write you before I responded to the customers complaint. The customer states that we have not shipped her order and that she wants a refund. I have attached ALL correspondence in its entirety for you. But, here is a synopsis:
Customer placed an order on 9/22, but reached out to us on 9/23 and asked for changes.We told her they go straight into production and we couldnt make changes, but told her she could return it to us for an exchange or a refund. *It actually shipped on 9/22 (same day she ordered).
On Oct. 8 customer stated she typed the wrong address for shipment on her order.We told her there is a reprocessing feewe solved on the phone.She paid the reprocessing fee of $15.And then submitted a CHARGEBACK with her credit card company. Second package was shipped to her new address on 10/10.
She wanted an update on delivery time we gave that to her over the phone
Customer chatted ****** she has been waiting months for us to fulfill her order. *See our response - highlighted notes on #4.
Customer reached out and my CC *** reprocessed her order a THIRD timethat one was re-ordered with our printer on 11/1 and that shipped out from our printer on 11/8.
Customer asked why we refuse to refund her or ship her products.Unfortunately, I think my ************* *** wanted the issue to end and refunded her purchase of $37.28 ?.
So, in total we have shipped her package three times. Once to the incorrect address due to customer error. A second time to the corrected address. And now a third time (she probably hasnt received the last shipment yet)
She has been refunded in full and has also disputed our reprocessing fee of $15 that she paid. So we are out a lot of money on this customer!
Ughhhhh.
Thank you,
*****Business Response
Date: 11/20/2024
Hello, I wasn't sure if you wanted the refund proof or where you wanted me to put that. I'm responding to the customer right now and I have attached proof of refund here for you. Thanks! *****Business Response
Date: 11/20/2024
Dear Customer, I'm sorry about the frustrations. I would like to address your questions.Yes, I see you had placed an order on 9/22 for $37.28 (and it shipped same day from our printer). Then on 9/23 you asked us to make some changes to the order; however, we responded same day that no changes could be made, but that you could return/exchange the product if you returned it. On Oct. 8 you contacted us and said you realized that you had typed in the wrong 'ship to' address, so we had to collect a $15 re-processing fee for re-printing and re-shipping. We re-shipped the package on 10/10 to your new address, but then you did a dispute with your credit card after paying the $15 reprocessing fee. Then you reached out two more times asking about delivery. We then shipped a third package on 11/8. One of our customer care representatives connected with you and the result was she refunded you for your purchase of the $37.28 on 11/16. So, I hope you see in good faith we attempted to get a package to you: three shipments (two different addresses as per your request), we refunded your purchase of $37.28, and you had already disputed the $15.00 fee as well. So in the end - we did not receive any payment but shipped three packages to you. We tried diligently to fulfill your order. Thank you.Customer Answer
Date: 11/20/2024
Complaint: 22564041
Dear Nationwide Studios,
I am writing in response to your recent communication regarding my complaint.
While appreciate your attempt to resolve this issue, your reply does not fully reflect the situation or the series of events that transpired. I would like to clarify the following points:
Order placed on 9/22/24: I acknowledge the initial shipping error on my part, and I was informed that the package would be returned to sender. However, I never received this shipment.
Second Shipment placed 10/8/24: After I paid a $15 reprocessing fee to have the order resent, I never received the package, and despite repeated requests for tracking information, I was not provided with any updates. This lack of communication and response led me to escalate the matter.
Third Shipment placed 11/8/24: This shipment was sent without my knowledge or consent and arrived after **** already reported the company for failure to fulfill my original order. My actions, including reaching out to my credit card company, were due to the company's negligence in providing me with tracking information and responding to my repeated requests for resolution. I was left with no other option but to dispute the charges in order to recover the funds I paid for a product I never received. While I appreciate that you refunded the amount for my original order, I did receive a credit from my credit card company for the re-processing fee of $15. Given these circumstances, I trust this matter has now been resolved fairly. Thank you for your attention to this issue.
Sincerely, Ms. *******Business Response
Date: 11/21/2024
HI BBB - I'm not sure why she rejected the response. Please see her last sentence. Please advise :). Thanks! There is nothing more we can do. She disputed the $15. We refunded her purchase amount. We have mailed her package 3 times. I can't wait until this one is over --- *********** took a complete loss (PLUS some!) on this customer. Do I just say " Thank you, I'm glad we could resolve this matter."?Business Response
Date: 11/26/2024
HI BBB - Just checking in on my last email to you...do you have advice after reading my last email to you? THANK youuuuuu!Business Response
Date: 12/03/2024
Dear Valued Customer, I'm glad we were able to complete the transaction to an acceptable solution. Thank you.Initial Complaint
Date:10/09/2024
Type: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 ordered a Mug with my daughters Senior picture taken this school year. There were technical issues and could not change the year when ordering. The system indicated that If unable to select they will use the year on file which is 2025. I ended up receiving the mug with the year 2023, when I called them they said I needed to pay $25. I have already paid $38 for the small mug and $18 shipping and tax. So a total of $56.04 for a small package, less than 1 pd. This is ridiculous. I want Legacy to replace the mug with the correct year free of Any fees. Can you please assist me.Business Response
Date: 10/11/2024
Dear Valued Customer, I'm sorry you received a mug with the wrong year. And I see where our Customer Care agent originally told you on Saturday to please pay a replacement fee, since she thought it was a customer/user error. However, then I see in a later email after you responded again - our Customer Care rep realized there WAS an error on our site. It has since been corrected. Our Customer Care agent responded to you again yesterday, she apologized and told you a new order is on it's way to you. We apologize again for error! Thank you very much for your patronage and for your valuable feedback.Customer Answer
Date: 10/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22403898, and find that this resolution is satisfactory to me.
Sincerely,
Rabiha Samad
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