Lifetouch
Reviews and Complaints

Lifetouch has always been "out of touch" when it comes to capturing quality images on people of color, specifically black people. Every year, I send a note with my child to hand to the photographer reminding them to adjust the lighting. However, they never do anything different and the lighting remains unflattering and terrible. You mean to tell me, you can't create settings to better suit people of color with higher melanin. I really wish these schools did a better job making sure their third party vendor relationships benefit all students, and not just the "non minority."

My daughter asked me to purchase her son's school pictures this year as she cannot afford them. I entered the code numbers just as given and his last name and keep getting the message those codes are wrong, when I took them right off from the package she was sent from the school! Why does this keep happening? This happened last year too and I want these pictures!

He had his pictures taken at St. Paul II Catholic School in Houston, TX. in September, 2021. His ID is 8Q3N-NNPP and the access code is CXPM.

I got my son's digital picture and it is awful. He blinked when the picture was taken and the photographer didn't bother taking another one. His one eye is closed and the other half way. This will be the picture on his class composite and he will probably be bullied for it. I requested a refund but I want to make sure this does not happen at the retake. It is absolutely awful that this company takes money from people and yet thinks it's okay to deliver these types of photos. So disappointing.

Lifetouch,
Of all my 28 years of teaching, I'm saddened that your company didn't provide a complimentary photo to me. Really? You're that cheap? You said you provide a free book. However, we have to pay the shipping.

Again, I will not recommend your company to any of my colleagues or school employees.

Jolaine Porter
North Ogden Elementary School
N. Ogden, UT

I'm trying to cancel a session and I can't speak to anyone ..I've gotten transferred a few times, called back today and it's closed..how can I cancel ?

I spoke to 5 people online to help me order a photo. I have all 5 all the same info that took forever. The ID never worked! The website also never allows you to select gifts and photos which I was told to do. Well I couldn't select it! Tried it on my husbands computer too! Doesn't work! It is very upsetting. They kept giving me the same iD that didn't work even after I told them. I spent HOURS trying to get a photo and my daughter is graduating next year. This is very upsetting. I

Order was placed 8/20/21, picture day was 9/14/21. First digital images were sent 9/26/21 with awful editing (blue "fuzz" all around my daughter's head), and I contacted them via email same day. No response there, so I tried again to call customer service. The rep said "wow, yes someone really messed up with this edit!" and promised that a corrected image would be sent via email then printed and sent to me. Second proof was sent 9/28/21 with no changes. I just got my second printed version of the same awful edit, and have since been harassed by customer service the last two calls/chats I've had with them. I am here to request that the corrected images that I paid for be sent to me. After all this trouble, a refund or partial refund would be goodwill from the company.

The woooooorst company you can go through! They took my money on the retake and I never recieved my new retake photos! Left messages and all no call or feedback! I finally saw on there website they can hold a photo for a few years but come to find out that this is a lie and I lost out on my kids photo! 2nd time I didn't recieve my photo because of a name change and now I have to wait another 3 to 4 weeks for it to cone but of course they don't tell you anything! Trash company and definitely a rip off on money

I am extremely angered and disappointed in Lifetouch. They have taken away the ability to choose the backgrounds on their Standard (29.99) and Basic (14.99)photo packages. In a year that everyone has felt the economic strain of this pandemic, they are requiring parents to pay additional money for their Plus (44.99)and Premium (59.99) packages to be able change the backgrounds. When before, we have always had the ability to choose the most flattering background for our children. This is a complete injustice to parents, especially with those of us with more than one child. You can do better Lifetouch, shame on you.

To whom it may concern;
Hello my name is Randi Cranny, I recently placed an order with LifeTouch for my child's FIRST school picture. I'm very disappointed in Lifetouch for failing to do their job. I paid for the photo prints with the name and year also added on. Lifetouch spelled my child's name wrong on his pictures. I'm very upset that I had my order correct (see attached images) but unfortunately someone did make a mistake. I would understand fully if I misspelled my child's name in my order. I feel as though Lifetouch should take accountability for their mistakes. I will wait another three to four weeks for my child's pictures now because of this small error that could have been easily corrected if double checked. Not to mention the strain and stress it has put on me to get the name corrected. I feel as if I did my part one hundred percent but when I contacted customer support they made no effort to make up the error to me or even offer an apology for the error. I feel as if my pictures should be refunded because of mental grievance. This was my childs very first school picture for kindergarten and it turned out to be a very overwhelming and heartbreaking experience due to LifeTouchs technicality. Unfortunately I never received even as much as an apology for the doleful experience. Not to mention his identification cards also have misspelling in his name. I have already contacted customer support to update with the correct spelling of his name. I would like for Lifetouch to reach out to me to rectify the situation or at the very least alleviate some of my dismay. I'm very upset that I have to continue buisness with Lifetouch in order to obtain school pictures of my child. And I only hope that our future experiences are not as horrendous as our very first. Please be sympathetic for our situation. Thank You for reading this letter.

Sincerely,
Randi Cranny

The order I placed and paid for on September 7th, 2021. As you can see yourself all the spelling is correct on the order I submitted. I have a photo summary of my order I can email separately.

I am guessing this has happened before but had not thought about it until today. 8/31/21 (#[protected]) - ordered pictures. I first entered the picture day number and then thought I should be logged in, so I logged in. Placed my order, but then thought they system might not have connected that I was logged in. Apparently, you have to be logged in first before entering the picture day code otherwise the connection is not made. I am not sure why there is a difference and I am not missing out again on accumulating dollars toward a 10% off. I think I have missed this for quite a few years now. It makes me sick that you think your are logged in and doing what you should and you are not. There is also no formal complaint process except to the customer service people who cannot do anything about it. I can not email the company to express my frustration. I think it is all a scam.

Wrong picture and they won't reschedule retakes

Our k-12 school hire(d/s) the company LIFETOUCH frequently. Most recently for graduation commencement May 27, 2021. EVERY picture of every student crossing the stage receiving their document includes the jumbotron in mid backgrouond making faces appear distorted. A step or two to left or right could have avoided that issue. Most, after crossing stage, photos were severely dark, making identification extremely difficult. SOME of the two issues may be somewhat editable, but only if the information is existing in the original image. Too dark may not have enough image data to correct, so it is now a lets wait and see, to not know until i receive the pics before seeing clarity. I was able to contact support and received a 25% discount.
another issue evolved when i tried to verify shipment tracking. you click on "track your order" enter you order info, and see if they shipped. that is all. they do not have any package tracking info. upon chatting with a representative, i was informed shipping is 10 to 14 days via USPS with no tracking, adding that tracking would be too costly. I did a check, adding tracking (certified) to ANY package in USPS is $1.55. Lifetouch charges $7.50 s&h on orders below $70.
I questioned how they can prove shipment, only informed that its what is in their system... so no proof and to call back after the 14 day time if items are not received.
I have since read their terms and conditions, under shipping, they post "title and risk of loss for any purchases pass to you upon our delivery to our carrier" which in this contract is a void statement, as the customer has zero choice of carrier, leaving the risk the responsibility of LIFETOUCH. Furthermore, there is NO WHERE on their website that indicates how items may be shipped/who they might chose as a carrier, nor that 10 to 14 day delivery time.
i have petitioned our school to never use their service. i have no idea how BBB can issue such a high (A+) rating for this company.

I hold a degree in commercial art/photography and am seriously disappointed that a company with such a long history could produce such shoddy work.

In April, I ordered 2 copies of a team photo. I have called every month since and not received the photos.

Today I tried to order senior portraits for 2 students. On the chat I was told that those sessions could be combined on my account so that when I ordered, there would be 1 cart. This would potentially get me a discount.

When I called, I was told that this is not possible.

very frustrating

Need our file- why can't someone answer or respond? We've been out of touch and need to secure our photos for the directory. Who can we contact?

I paid for quality professional pictures that I could have taken better myself. Your employee/contractor took my child's picture with his winter jacket on. Your company is supposed to be creating memories for families. You should be ashamed of yourselves. Don't your employees/contractors take pride in their work? I will not accept the inadequate service that you provided. I will not longer trust you with my family's memories. So you have lost a loyal customer and I will be sure to tell everyone I know of my experience.

My two children took school pictures with life touch. I purchased an individual package for each child however paid for it in the same transaction. It's been over three months since they have taken pictures. I received my daughters pictures back in February, it is now the middle of March and still nothing from my son. When I contacted them they had no file of my sons name or order number etc. After a lot of back-and-forth between the school and life touch I did a live chat which had horrible horrible horrible customer service, didn't empathize not one bit and finally stated they will ship the pictures to my home. When I Advised Kristal (the person I was chatting with) of the horrible customer service her response was "sorry for the inconvenience". First and last time I will be ordering pictures from this company and hopefully I even receive my sons pictures.

The last couple of picture days for my children I've taken the time to order ahead online. The envelope arrived at school in about twice the number of weeks they said it would take and I only got a proof sheet not the pics I ordered. It's possible to get a person on the phone who is nice, but the phone menu is maddening. The only record of my order is the confirmation email. I have an account online, but even though there is a page with "previous orders" only the amount of the order is recorded, not the details of the package I asked for. They seem to be the only game in town and they are not very good.

The photo was taken at East Bernstadt elementary school in Kentucky, Student s Name is Bryson Eli Joseph in the 3rd grade Mrs Floyds class .I don't have the information of the photo ID number, But would like to receive the photo as we paid for it !

This is the absolute worst company!
I've placed a school picture order on 12/17 and haven't received it yet. Apparently, there is no way to track it, they tell me. Another order has been placed. Who knows if that is even coming? Right now, I am out $111 and have no photos and no clue if they are ever arriving.

My main concern is that this company has no way of tracking the photos, even though on their FAQs page, it says they do. Doesn't make any sense. You place the order and then wonder if they are coming.