Lifetouch Photography

THIS COMPANY IS A SCAM!!! At the time school pictures came around, our family was moving to another state.

I had made sure to forward them to our new address in MN to make sure I get them. This was is March. Did I get them? Nope...

Contacted their chat agents which said they resent them out. Ok cool. But no... still nothing.

IT IS NOW MAY. I contacted them again, and THIS time, the agent provides tracking numbers. Of course I know nothing will show the first day... but I go to check today and they are OLD tracking numbers and the last one showed delivered in APRIL.

WHEREEREREE??? At this point Im livid and was determined I was never going to get my children's prints and demanded a refund through their chat system so lets see if that even goes through because if not I will be filing a claim with my bank.

Seems like the chat agents on the website (are they even human?) is the only way to contact them. I tried calling the number provided on the website however the automated menus keeps trying to redirect you out of the line by forcing you whether you want texts on your phone or another phone and wont let you go through until you select either or it will hang up on you. When I finally get through theres nothing...

just quiet... which forced me back to their chat agents. WORST EXPERIENCE EVER.

At least I have the digital versions of their individual pictures but now I cant get their class pictures. VERY LIVID AND DISGUSTED WITH THIS COMPANY.

This is my 3rd time having a major issue with lifetouch. I stopped ordering school pics altogether but my daughter really wanted her sports picture this year so, against my better judgement, I ordered them.

Did I receive the pictures? No. I've been through their customer service several times before. They don't speak fluent English and take forever to understand the issue.

And of course you can't just send an email with the information and problem, you have to call or chat with someone overseas by 6pm. Lifetouch will get no further business from us and I will also complain to the school although they won't switch companies

At the beginning of the school year (Seinor year) Life touch went to my child's school and took the yearbook picture for the seniors. I ordered the pictures online.

They never arrived. I called spoke to someone said they were gonna email something within 2 weeks and then I should be receiving my pictures. Never receive them ! This is my last child in.

High school. And they have completely dropped the ball when I called the second time I got a representative. That kept putting me on hold was on the phone for over 30 minutes was put on hold again. When she came back to the phone, she said she had a manager on the line but.

If I could still hold for another 2 minutes. So she could explain to the manager? What was going on? I explained to her that I did not want to be on hold.

Being that I was already on the phone for over 30 minutes that I would explain to the manager please. She proceeded to put me on hold for at least another 5 minutes. Once I got management on the phone, it was no better. She just basically explained to me that they couldn't find an image of my daughter.

Even though there was an image printed in the yearbook of her and I had seen the proofs of her picture but now they had no image so they had nothing to send me. The only thing they could do was. Give me a coupon and refund my money. It's not about the money.

It's about my child's memories. Very disappointed in life touch. That they would have a floor manager named jennifer Who could just be so callous And an apologet Honestly just annoyed that I was upset That this had been the Second time I had to call now.She wanted me to wait again For someone else to get ahold of me Because they couldn't find the pictures.I told her it wasn't unacceptable She just kept saying there was no image found of my daughter. So there was nothing other than a refund she could do.

When I ask to escalate the call, she said there was no one else because everyone else had the same information she had. So no one else would be able to help me any better than her since it was a corporate number

My daughter's pictures were taken on May 9th. I placed the order online as I always do and sent her to school with all the information she needed for a successful picture session.

However, I never received her pictures! Her teacher reached out when she received her delivery of student photos and was concerned because my daughter's pictures were missing, along with a class photo I had paid for. So, I have been reaching out to the company since the last week of May regarding this issue. Unfortunately, you can only chat with them, so I've had multiple case numbers escalated.

They claim they are supposed to reach out to you within 48-72 hours, but that never happened. Further, I had a supervisor call confirmation number; I was supposed to receive a call within 24 hours, which I didn't. Today, I received a generic email stating there wasn't a photo on file for my daughter, and there wasn't a retake day available! Finally, in that email, I received a phone number (800-736-****) in case anyone needs it.

I called, and the lady on the line kept suggesting that it's possible her pictures weren't taken. When I told her that her teacher had confirmed they were taken 2 months ago, she kept repeating the same sentence.

Their customer service is non-existent; they have no sense of urgency to get back to customers but have no problem accepting their money. They proactively remind you when picture day is approaching in the fall and spring but, I won't have her pictures taken at school anymore, considering their lack of support and responsibility.