Lifetouch
Reviews and Complaints

Prior to last year (2017-18), we never had any problems with LifeTouch's work. However, 2017's Spring Pictures were a total fiasco, and 2018's Fall Pictures aren't any better.

We have four (4) children. Three (3) of them were correct both last year and this year. However, last year they messed up my son's name. Each time I called to get it corrected (5 times) they would read it back to me correctly, but when we received the "corrected" pictures, they still weren't correct. The last representative I spoke with said she'd refund my money AND order the correct photos, but neither ever happened.

This year, we ordered pictures for all of the kids, but when the girls brought home their pictures, the boys only brought a piece if paper that said we could order the photos if we wanted.

When I called, I was told that we didn't pay for them - something I had already verified through the bank. Then it was because they didn't have the images - but I had e-mails from them showing the images. Each time she tried to make some excuse, I was able to prove her wrong.

I finally got a supervisor on the phone, and she made it right. But, when we received the photos, Dakota's name was messed up... AGAIN.

My advice... Do Not use LifeTouch. We won't be any more. We'll pay another (local) photographer to do our school pictures from now on.

I cannot log on to access my son's school pictures. The site asks me to "Check your internet connection." My internet connection is LIGHTNING FAST and there are no issues on my end. I filed a complaint. I am supposed to receive a response in 48 hours. That is completely unacceptable. The complaint number [protected]) is no good for my specific issues (closed due to technical issues, so I can't talk to a live human being).

Right off the bat, I was missing my son's portraits ordered online and my daughter's portraits were of Last Year (2017) with the Wrong Name. I've called to make corrections 5 times, received 11 packets total (only 5 are passable, the rest is a total loss, and even then, I was still missing products) and received 11 emails. So far, I've received portraits of my son's with 3rd grade when he is in 6th grade, with the Wrong background, no name and grade with year on both of my kids' portraits. Most of the packets had no CDs, and no retouch on eyeglass's glare for my daughter, and they've added pink (same shade as her glasses) to my daughter's hair that I can only hope to pass off as gum! Disappointing is an understatement. I've been really disheartened by LifeTouch and their representatives, overall. If given a choice, I'd avoid LifeTouch completely. The way it is, in the future, I'd try to get by with the barest minimum possible.

My daughter's fall 2018 photos (Nadia Faysal, Picture Day ID BK118400Y0) came to us completely unacceptable. In her photo, her right eye (the left side of the photo) is covered in what looks like the reflection of the spotlight in her glasses. The fact that they even processed and sent the pictures this way is unacceptable. In addition, after I sent a complaint email and asked if they could be fixed, I had to go through an extremely long process to get new pictures sent. The customer service rep I spoke with said the pictures were fixed, however, when I received the new set of pictures today (October 15th), the pictures were exactly the same! The same defect!. I called again and went through the whole process, again. I'm pretty mad about this. Because I thought the new set coming were going to be fixed, I didn't have my daughter do the re-takes, which has already passed. I shouldn't have to feel like I have to take her glasses off for her school pictures. Glasses are part of who she is. On top of all this, she worked really hard, all on her own the morning of picture day, to do her hair and pick out her outfit. She took a lot of pride in getting herself ready, and was super disappointed when she saw how her photos came out. Extremely unprofessional service. I attached a copy of the picture below. The fact that pictures came the first time this way is already so unprofessional, but having the "fixed" set come to the exact same way is just ridiculous.

My daughter had her picture taken for school this fall as usual and when she brought home her packet it was nothing but the proofs. Lifetouch cashed the check but we received no pictures. I called customer service and spoke with someone who did bit understand English very well as she spelled our street name completely wrong. Thankfully we still received them. Upon opening the pictures they were not portraits! They were all landscape! Since when do school PORTRAITS come back as landscape? So I called again. Went through the whole thing again to be told they are having technical difficulties and that my order can't be processed that I need to call back tomorrow. Very disappointed and irritated that I have to go through this for something that is not that difficult! And then to be told there won't be any charge to correct them? Really? There better not be! You provide a service. We paid for that service. You failed! Customer service failed!

I'm really disappointed in this company. My friends held this company to high esteem. It is my daughter's first day of school pictures. It's my daughter's first year in kindergarten. And it's been close to two months and I still have not received them. They were quick to get their payment for the package that I purchased. I'm thoroughly upset I really want my pictures sometime this year hopefully. The first time I talk to a representative about my missing pictures they told me to wait and that they were coming. Then the second time I called the customer service and they told me that I that they received my payment but they could not find the order that I had submitted. They resubmitted the order for those pictures and I'm still waiting it's been about 2 months. After this experience I will more than likely go somewhere else before I would ever go to this company ever again. It is awful that I have to continuously wait for these Priceless Treasures. I have talk to the representatives which by the way have been helpful however I am still told to wait for my pictures.

My daughter's school pictures was on September 10. I am not happy at all. Your photographer thought it was ok to brush my daughter's hair which is past her butt. There is a thing called lice. I didn't give anyone permission to touch her hair. That is unsanitary and disgusting. And with a brush or comb used on other kids not ok at all. I will be posting a review on your website.

I am a senior in Highschool and I took my senior pictures 1 month and a week ago. I was guaranteed to receive my picture proofs via mail and mailbox yet within 2-3 weeks from the date of my session. It was been 5 weeks and I have not received them yet. I contacted Lifetouch via email and I have not heard back from them yet. Not only that, but the young I received attitude from one the the workers. As of now I am very disappointed.

The photographer Chris was taking pictures of my daughter as he was taking pictures he made inappropriate gestures to my daughter. As we was walking outside he was making humming noises and I saw he was looking at our back side. This is so not acceptable on school grounds. I took my daughter today on June 26, 2018 at her 300 pm appointment. I am unsure who is supposed to adhere to this the school is located in Jefferson County, Jefferson County High School. In Georgia. I'm so feel uncomfortable!

I ordered my grad photos in April, it is now the month of June and I still do not have them. When I asked the agent what happened, there was no answer. They said there is no other solution but to reprint my photos. This is not the service I was expecting. I paid a bunch of money for this kind of service? This is unacceptable. I waited two whole months for my photos to come, I went to all the troubles calling and emailing people just to know what happened to my order, JUST TO WAIT AGAIN? with no valuable answer to what actually happened to my order! Does this sound acceptable?

My Son is in NWLL base ball league in Calgary Northwest Canada.
WE paid for the 8 Traders card and for 2 Megnates on 5 May 2018 . We wanted it for his birthday in June. we are still waiting and when tried to talk to representative she ( Savi) was rude and condescending. She said it was sent to lab and they have to verify with them. How is that it takes Month and Half to print the photos. My son is disappointed and very hurt. This is not how you do business. We paid in advance you should have decency to have service provided timely manner. I like to get my Money back asap.

I was charged for yearbooks at 2 different schools, which I only submitted request for and authorization for yearbook at 1 school. Lifetouch is refusing to refund order and claiming that I submitted order for school which my daughter has not attended in over 2 years.

The customer service was very poor. Lifetouch does not have a site where you can submit complaints and I was told by a representitive that they do not have a process for handling complaints. One of the representitives I spoke with was very difficult to understand, speaking with a foreign accent. She didn't even look up my account to see what I was complaining about and gave me a very generic response to my issue

Our University hired LifeTouch to take photos of Spring 2018 Commencement
Event: University of Colorado Anschutz Medical - Graduate Friday May 25

I was devastated to find out that your photographer cropped my smiling daughter and husband out of every single photo that was taken (except two in which the baby wasn't looking at the camera). I cannot understand how a professional photographer would willfully destroy such precious memories. I am devastated that I do not have a single photo of all four of us. I don't understand how this could happen. Please contact me and let me know how we can get a photograph of all four of us. I cannot believe that a photographer would cut both my husband and daughter out of my photos. I am so devastated.

-----Original Message-----
From: Ponder, Jessica [mailto:JESSICA.[protected]@UCDENVER.EDU]
Sent: Friday, June 08, 2018 1:49:22 PM
To: Special Events
Subject: Events Lifetouch Contact Us (CID:$60q1n7zx$cbn3j6hg)

Hi Melissa. Thank you for your response. Here is my information, since you already have the photo numbers.

Jessica Ponder
3045 Ivy St
Denver CO 80207
[protected]

From: Special Events [mailto:[protected]@lifetouch.com]
Sent: Friday, June 08, 2018 7:24 AM
To: Ponder, Jessica
Subject: RE: Events Lifetouch Contact Us (CID:$60q1n7zx$cbn3j6hg)

"Thank you for contacting us. I would be happy to look into this matter for you. However, I do need some further information. Please provide the following information: What is the student's name? What is your mailing address? What is your phone number? If you have further questions, please reply to this message or contact us at 800-505-9496. Our current hours are: 8 am - 8 pm EST Monday-Friday and closed on Saturdays and Sundays.

Sincerely,
Melissa U.
Lifetouch Customer Service GR9"

-----Original Message-----
From: Lifetouch Special Events [mailto:[protected]@lifetouch.com]
Sent: Wednesday, June 06, 2018 1:42:32 PM
To: Special Events
Subject: Events Lifetouch Contact Us
Customer Email: jessica.[protected]@ucdenver.edu
Customer Name: Jessica Ponder
Message: You took more than a dozen photos of my family for my graduation but my daughter was cropped out of almost every single one of them. Do the originals still exist with both my daughter and husband in the photos? Please tell me that your photographer did not actually crop my child out of all but two of the photos. See photos #157548-012-062 #157548-012-063 #157548-012-064 #157548-012-065 #157548-012-068 #157548-012-069 #157548-012-070 #157548-012-071 #157548-012-072 #157548-012-073 #157548-012-074 #157548-012-075 #157548-012-076 #157548-012-077 #157548-012-078
Order Number:
Event: University of Colorado Anschutz Medical - Graduate

For a few years, I have ordered my grandson's school pictures and year book through Lifetouch website. My grandson's parents were unable to order so I took on the responsibility. For the entire time that I have ordered the pictures and year book, I have received the product that I paid for. This year, I ordered Spring Pictures on 4/16/18, pictures were taken on 4/17/18. I did not receive the pictures. I waited patiently, when I called the school, they had not received my grandson's pictures. I called Lifetouch and was informed that the pictures had been mailed to the school on 4/27/18. Prior to this the pictures had always been mailed to my house. On 6/5, I called Customer Service and spoke with Joel (approx. 12:35 pm), he apologized and re-entered the order. I received my order confirmation at 2:15 pm. The replacement order was less than the dollar amount on my original order and what was deducted from my account. I called back to Customer Service and had Remy on the phone, he said that he needed to get a supervisor, I waited for 20 minutes, when supervisor Catida finally got on the line, she said that she couldn't send me the pictures since I was not the legal guardian, only the grand-parent. There wasn't a problem with the orders that I had placed the years prior, nor was there a problem, at 12:35 pm the same day, when I thought that my problem was resolved. LIFETOUCH HAD NO PROBLEM TAKING THE MONEY FROM MY ACCOUNT, but they had a problem with being the grandmother. I told them that I wanted my money back and that I would NEVER order from them again.

CATIDA THE "SUPERVISOR" DID NOTHING TO RESOLVE THE SITUATION! I can't fault the other representatives, but the supervisor is another story. In my opinion, she should not be in a supervisory position.

IF THIS IS THE KIND OF SERVICE THAT LIFETOUCH PROVIDES, IS WOULD RECOMMEND THAT NO ONE PLACE AN ORDER WITH THE COMPANY!

****HOW CAN THEY HAVE MY ORDER HISTORY, ALL INFORMATION BEING THE SAME...AND QUESTION MY ORDER ENTRY...PURE DISCRIMINATION!

I WILL CERTAINLY INFORM THE SCHOOL AND EVERYONE THAT I KNOW OF THE POOR SERVICE I RECEIVED!

My grandkids school had spring pictures taken. I paid for them online like I have done in the past. When I questioned the poses that didn't coincide with the flyer, I was given a bull excuse. I was told I would be given a credit on one of my orders, however I told them I didn't want that, I wanted the pictures. They said no problem. When asking about the pictures at the school, they told me to contact Lifetouch. I did and they couldn't find the images or they were processing...I in turn told them they were paid for and they were never recieved. But, they kept giving excuses...I asked for a full refund. VERY DISAPPOINTING! Especially for my grandkids...

My son, Nicholas Schmidt is in his senior year at East Rutherford High School in Forest City (or Bostic), NC. They had photos taken a few weeks ago and we received them today. Very dissatisfied. He was very disappointed because at first he was just sitting there slumped over staring at the lady waiting for her to be ready to take the picture. Then she proceeds to tell him that she just took the picture and he didn't smile. So she let him get staright and smile and took another. But the picture we recieved was the wrong one! We got the one of him slouching and staring at her. His gown and gold cord are bunched and his tie is crooked. I would very much like to have the other pose or maybe a refund so I can have a better picture made.
Thank you,
Catherine Schmidt

My daughter is in the 4th grade at Hazel Green Elementary school. I am in the process of packing up stuff because we are moving and when i came across my daughters class picture I just noticed that it has 2nd grade on it instead of 4th grade. I am not sure if it was a misprint on just my picture, or if it was like that on everyone else's as well, but i will be contacting the teacher and other parents tomorrow to find out. I would appreciate it if someone would contact me asap about this issue please!

I signed up online through the church website, got an appointment for Feb. 23 at 5:10 p.m. Unbeknownst to me, my church cancelled their directory (probably after reading all your reviews). I had not idea the appointment was cancelled, but anyway, why would Lifetouch send an appointment reminder for an appointment that didn't exist. Both myself and my husband took time off from work, my husband gave up overtime and we made it to the church on time for our prescheduled appointment, which I had gotten a reminder email about, three days prior. When we arrived at the very quiet church, we were told that the directory had been cancelled. I never received word of this and don't appreciate you sending me a reminder knowing the church cancelled the directory. It's hard enough to get together as a family for something like this, only to be treated so unprofessionally. I received another email a few days later that my appointment was cancelled. What a waste of time and money. I will never give any business to your company ever again and will tell my friends what happened as well.

Our church hired Lifetouch to photograph and put together a directory of members. We had weeks of promotion stating just for participating you would revcieve a free 8x10 and that no purchase was necessary.
My 88 year old grandmother scheduled her visit for her photo and arrived on time. She was photographed and escorted over to the desk where they showed her the proofs via computer screen and "helped" her to choose one for the directory.
Unfortunately for my grandmother who lives paycheck to paycheck, they also helped her to purchase over $100 worth of photos of herself. They told her she needed to choose one and that they also needed to use photoshopping to take out her wrinkles and whiten her teeth (she wears dentures so they are already whiter than real teeth).
When they told her the price, she explained that she wouldn't have her check until the first of the month so she couldn't afford it. They told her she had to pay right then and she needed to give them a credit card.
She did and left so upset. When I asked her about her complimentary 8x10, she told me that she had to pay for it and it wasn't complimentary at all.

I'm absolutely disgusted that this company would prey on an elderly woman like this. It's absolutely disgusting and they should bad ashamed of themselves.
She deserves a refund or cancellation on these pictures she didn't even want to buy, but was confused and felt forced to buy them.

On October 24, 2016 I purchased a class photo from Lifetouch. My payment was processed and to this day I have still not received my photo. I contacted the school -who then contacted Lifetouch. I have reached out through email to Lifetouch with no response. The school said that they did not receive the photo-I am very unsatisfied. Lifetouch processed my payment of $17.00 and I never received my child's class photo. Picture Day: October 12, 2016 Picture ID: VA116250G0 Check #1025-EVB