Lifetouch
Reviews and Complaints

We received an e-mail from our principal, the eve of the last day of school, explaining that Lifetouch wasn't able to complete/deliver yearbooks before the last day of school. Although a generic apology letter was attached, there was no offer to compensate for their poor planning (like free shipping or discount on next year's photos) or consideration for the affect this would have on students, especially those not returning next school year. Very disappointing.

Good afternoon,

I keep receiving emails asking me to pay for pictures for my children. I did not order or receive any pictures and would kindly appreciate my children's names to be taken off of any further emails.
Their names are:
Evan Furtado 7th grade at Somerset Middle School
Elijah Furtado 4th grade at Chace Street School
Thank you,
Jenn [protected]

I received my sons pictures in the mail. As soon as I opened them I couldn't review his 8x10, 2-5x7 and the 4-3x5 because they were damaged in the mail by getting wet! I'm not very happy after what I pay for his pictures that your company would be so discarding of children's pictures that you wouldn't put those pictures in a safe travel packet. I would like another set of pictures at no charge of my sons pictures! Child's name is Randall Bice, 6th grade, Anderson Missouri.
Thank you for your cooperation!

Cathrine Cheney

School year 2018/2019
I just want all parents to know how a big company like Lifetouch is
so non caring and so about it's company and not the customer.
I asked for a refund because Life Touch was not the actual company that did yearbook for my daughters school. They said they could issue a refund although when I explained to them that I do not have that card anymore because I got rid of all credit cards and they could issue me a check, they said uuummm... no we can only refund the card. I explained to them that the card does not exsist and she said well, that is the only way. So I basically said, you will keep the money I gave to them without any sort of refund. She said unfortunately we just cant issue a check, it has to be to the card that it was bought on.
I again explained.. It does NOT exsist. Then there is nothing we can do. I said so you just keep peoples money? Wow! Finally I just said, put the money toward a child that cant afford a yearbook then. Or at least donate one to someone. I will NEVER do business with this company again. Please reconsider your options as well.
Lifetouch, get with the times. Have opions!

I ordered a package like the pictures sent home from my grandson's school thinking that was how I had to pay. I then realized, after paying for the prints, how I should have directly ordered for his school pictures. I want the package of prints I ordered to be sent to my home cancelled. Take the money and apply it to the school pics that I already have. I do not want the hi def resolution print if I have to pay for it. It was free with a coupon and may not be with the school pics, so cancel it please. Thank you so much for taking care of this!
Susan Mudrie
[protected]

I got my daughter's Spring preview pictures yesterday and it looks like her head was photoshopped on a on her body. Her head is in a weird angle. One of her arms looks stretched out and her other arm is awkwardly flat against her body. It's ridiculous that they would print those and send them to me! I will never buy any photos from them! Her fall pictures came with her right eye was blurred.

Dear Lifetouch Customer Service,

I want to take a few minutes to make you aware of an experience that I had here, in Michigan, at one of your portrait studios. It isn't like me to typically complain or say anything negative about a business unless the circumstances are truly awful, and I have no vested interest in writing a negative online review and steering other customers away. But I am extremely unhappy with my own session and the outcome, and I would appreciate it if you take what I'm about to tell you into consideration, for the purpose of improving your customer service in the future.

I decided to go to JC Penney Portraits in Brighton, Michigan this past Friday, April 19, 2019, because I needed business headshots for my linkedin profile. While there, I also asked the photographer to take a couple of silly/amusing photographs as an inside joke to give to my girlfriend. I chose JCP/Lifetouch because, frankly, I didn't have the funds to pay a higher end local photographer.

The funny photos were great (very easy to do), but in the case of the headshots I can't say the same. The photographer, Claire, was friendly, professional, pleasant and funny during the session, and put me at ease. However I can't say the same for her technical skills. Nor was I happy with the set-up in the studio itself.

The lighting seemed unreasonably harsh to me - flat, overexposed, no definition - but prone to creating huge dark circles under my eyes that are not visible in other photographs of me taken of late. I found the angles chosen by the photographer to be uniformly unflattering, and when I suggested that she change it, she was willing to do so, but the changes made it a hundred times worse. She also didn' t seem to know how to pose me correctly - when she did a face-on, for instance, she had me sit with a crooked posture that makes me look like a hunchback. She never suggested a waist up photo when that would have been fine for business, although I see after the fact that these are promoted on your site.

I bought a package of three digital images for $80, and then (improbably) ordered a couple of prints at the request of my girlfriend, as a courtesy to her. She likes the photos because they are of me. But I absolutely hate them, more than any pictures of myself I've ever seen. I find them not simply unflattering, but repugnant. In fact, I took the most palatable image and have asked a photographer friend to do substantial retouching/overhauls with the image, digitally. She keeps saying, "Whoever took this had no idea what they were doing."

I started to call the studio and schedule retakes, but what is the point, really? I can tell you that I will not be going back, to any of your stores. This cost me over $100 and I don't have a single usable image without a lot of work in digital/post/retouching. i do hope that you will take what I've had to say into consideration in improving your customer service, moving forward.

All my best
Nathan Southern

Two years in a row I ordered class pictures for my children last year my daughters this year for my son too I didn't get my daughters last year this year I didn't get my sons but still paid for it online I'm no longer gonna order pictures from here because once is a mistake but waiting money two years in a row is ridiculous. Will go somewhere else from now on. I gave a second chance this year and received my daughters picture but not my pre-k sons. I let it slide when I paid for my daughters name on her fall pictures last year and didn't get it because it was a minor mistake. But 13 dollars is a lot for a single mother and not to receive the product you paid for is very very disappointing

I was attempting to purchase the $20.00 package along with the attached offer $5.00 8x10 and when go to pay 8x10 is 14.00 plus shipping and handling. When go through chat and speak to a representative and a supervisor, I am advised offer is for "personalized" 8x10. Nowhere on your envelope does it indicate or imply the details of "personalized or s&h" I took about 1hr on chat to be informed of hidden details and will not honor. I was willing to pay for what pictures I want but its been a headache trying to advise of possible error on company's end and to no be able to get pictures.

I own a small private preschool. Since 2004, I have always used Lifetouch for picture day. In fact 2004-2014 they were in my center twice a year. Yes I'm small but my preschool parents always spent big, generally buying complete packages. So this year I get out the info and notice I had not received any thing about picture day. The person for Indiana stated that Lifetouch dropped me because I was to small. I stated that I have the Reservation Agreement in front of me for this April. She stated that the agreement didn't matter. I received no notice or letter stating I had been dropped. I asked for the Cooperate office person whose name was Monica Bates. I left a voicemail and ask to please return my call. No response. Very disappointed. As stated, I had been a customer since 2004. I know my little program probably means nothing to LifeTouch but this is poor business practice and poor customer service.
Donna Lee
Owner Smart Start Childcare and Preschool
203 Commerce Dr
Franklin, In 46131
317.738.9200

This is the THIRD time this year that my sons preschool portrait has had a wrinkled background. I'm not sure why they have such a difficult time getting the background right but when I emailed Lifetouch's customer service about the problem I just got an email back saying something along the lines of "we hope the problem has been resolved thanks for messaging us." After that the second portraits came with a wrinkled background and they didn't even pay attention to see that my sons hair was sitting with a weird chunk to the side in the pictures before taking them. During this set of photos another mom from my sons class told me that her sons photos came with the background half missing from behind him! I did not intend to spend any more money with Lifetouch but I decided to take one more chance with these last photos because they are they're last preschool photos and include their class photo. I'm extremely disappointed once again. The background in his headshot photo is wrinkled and the class photo is just sad.

Good afternoon,

I was reaching out to lifetouch but have been waiting on the live chat for over thirty minutes and next to the phone number it says they're are no available associates at this time so if someone could email me back I'd appreciate it very much. [protected]@yahoo.com
I was wanting to see if there is a way I could see what poses I was choosing in the website as I have three envelopes I don't want to confuse the pictures I wanted and I also wanted to speak upon the fact that there was only one sibling pose done when several were taken when all the other children got multiple and the women trying to make the children smile was getting frustrated with my one year old during pictures as I was present because he wouldn't put his arm around the baby is that why I only was given one sibling pose option.

Respectfully,
Alexes

In my opinion there is so much shadiness going on with this company that I am quite surprised that they are allowed to be in business. I was hired and when I asked about health insurance, I was told they would get back to me after the hire. After several phone calls back and forth, I was finally told that health insurance was not available until I had worked there a year. Once I was given that information, I immediately told them that I could not work for their company. I NEVER WORKED FOR THEM, YET I RECEIVED A W-2 in the mail from them for the wages of $15.75...which I now have to claim. Yes, it seems a small amount. But how many other people have they done this to? And why?

P.s., reporting them doesn't do any good. They are not a part of the Better Business Bureau. What that means, is that Lifetouch does not care about any backlash. I think it is because they are so big, a monopoly.

Ordered for two children. One arrived, the other never arrived. Called 2 months ago as told to call in a few weeks if the other order did not arrive. I called 4 weeks later and now I'm told they will resend and order will arrive in 4 to 6 weeks. I asked, considering we did not get our order if they could expedite and was told, "no" and that was it. No customer service really what so ever other then lip service.

Hello my husband and I where scheduled an appointment Friday Dec 28 at the PTC Hampton Va location.

I'm not much of a complainer but I wanted to take the time to share how this poor sweet young man was truly giving everything his all but it was amazing that the young man was handling EVERYTHING!

The gentlemen's name was Monty and he had assisted us from the moment we walked, up until the moment we walked out!

I asked the young man for the manager on duty and the gentleman tried everything in him to fix what was wrong but I simply wanted to give the compliment to his team leader because Mr Monty was doing an amazing job for being the only employee on the floor.

The young man needs a RAISE ! Because if you would've just seen my family in this tiny location you would agree.

I recieved my sons pictures today and I'm not happy at all. My son is in the 12 grade and is on the Autism spectrum. He's taken some interesting picture in the past, smiling too big for example. This was the worst photo my son has ever taken! My son has been taking school pictures since early intervention and he was 13 months! It looks like he was biting on his jaw and he wasn't looking in the camera! The class photo is HORRIBLE! My son had his head down and hand on his head. The other children were looking on the floor or in the air! You should have sent a photographer who knows how to work with this population of kids.

I ordered a school picture in August 2018 through the phone and called back in Sep. to check status since I didn't receive it. I was told by customer service that it normally took 4 to 6 weeks to be delivered. So I wait until the end of Oct. to call back since I still didn't receive my picture. Customer service found out that Lifetouch mailed my picture to the wrong address and they couldn't reorder it since the pictures are all deleted after 11 months post picture day. They would like to refund me. I told them I don't need money. I just need my pictures back. I requested to talk to supervisor and waited for literally half an hour before being transferred to a superior. A few minutes later, phone line dropped off and that supervisor never called me back even she has my number. I called again and start over whole process and wait another half an hour to talk to a supervisor. Just one minute, phone line dropped off again. I don't know if they did it on purposes or Lifetouch customer service needs to upgrade their phone system. Nobody called me back again. I called customer Service third time and finally this supervisor helps out. This is one of the worst customer service I experienced. I still haven't received my pictures yet and don't know if they can find my daughter's pictures.

picture day = 9/26/2018 LT318739Q0
sessionID/APO: YFF JGKHZ / FOW3WCYF
guest order # R3548610447
when my son's picture was developed, there are some white spaces in his mouth, like color is missing. After decades of receiving pictures from Lifetouch, this is the first time we have ever experienced anything like this!
if there is anyway to touch up the photos so it doesn't look like he has something in his mouth ...