Lifetouch
Reviews and Complaints

11/4/[protected]
I waited on hold for 60 mins due this being my 3rd attempt to get issue resolved as i never received email. i am seeking copy rights to my child's 18-19 school year. When agent answered i told her it was over 12 months ago and she proceeded to take all info, after about 20 mins she informed me she could only give me copyrights as it was over 12 months ago?

My Son's pictures arrived and the paper was destroyed that the pictures were printed on. The pictures had bubbles and were off center and had lines through the pictures. I then called and was on hold for 40 minutes and had to demand new pictures be sent. That was on 9/11/19, it is now 11/4/19 and I still do not have my reprints. I want my money back and new pictures. I tried to Live Chat with someone today and there were no representatives available and the wait time on the phone was over an hour. This is Horrible customer service. I need a response asap as the holidays are coming up and family wants school pictures.

Order Confirmation: CU002FZF67

After placing an order I have been attempting to get in touch with customer service to correct the portrait ID being used. I originally called immediately after placing the order, waited on hold for 20 minutes and then was told that the representative couldn't do anything because the order cannot viewed for at least 24 hours. He stated he was placing notes on my account so that when I called back they would know what was going on. This was on a Friday. On Monday I called back and again was immediately placed on hold. I waited on hold for 10 minutes before I finally managed to find the live chat feature online but the person I was chatting with just couldn't understand what I was asking for. I went around in circles with her for something that I was told would be really easy to fix until I finally just gave up and told her I would just call and speak with someone. So I called back to speak with someone over the phone and was then placed on a 45 minute hold (seriously!). This is definitely one of the worst customer service experiences I have ever had! And the live chat feature is really difficult to find and not always available! After leaving my live chat I went back to the feature and it is no longer available!

My church, St Philips Lutheran Church Limestone Road Wilmington DE 19808, engaged Life Touch for the photographs in our new church directory. They also offered a variety of photos with and without frames to be paid for by any member who wanted to order them. I chose a panel of three photos framed in cherry wood.

Cutting to the chase, the panel arrived with a large chip in the frame on the upper right, near the corner. The exposed wood doesn't look like cherry to me but I'm no expert.

There is no direct contact information at their site. By which I mean, that you can contact them to set up a photography shoot, but not to rectify a problem, much less ask for a replacement or refund.
The return address on the shipping box reads:
Life Touch Church Directories and PO
1371 State Route 598; Galion OH 44833

me:
Cheryl "SherryT" Thompson
2900 Crossfork Drive 2B
Wilmington DE 19808
[protected]@gmail.com

I had to call 13 times to get my sons picture fixed the glare was never fixed I had them retaken retaken and everything now i have to figure how to make sure his picture is in the yearbook since we had them retaken at jc penny portraits. I'm sure someone.will email me back and tell me to call so I can wait 4 hours to be hung up on. I also sent a fb message which takes someone two weeks to answer the department's for everything else are nicer but k-11 is a nightmare

My child's picture was taken on picture day at the school (Caraway Elementary) by Life touch.com photographer. My child handed the envelope with cash money. Photographer was suppose to return the change back to the child but never did so. I called several time and even left a call back no. but didn't receive any response as to when the extra change and the photographs will be given. It looks like we paid not only for picture fee but additional change money that they kept for nothing in return but poor unresponsive customer service.

This company should not still be in business! The customer service is the worst I have ever seen. Order my grandson pictures packing slip was correct. The pictures are the wrong kid. Seriously, as many perverts and things that can happen too young kids in this day and time. Should checked before shoving the pictures in a envelope. Also on my second day of trying too reach them, oh I got my hopes up this morning. Talked too a human that then transfer me too the dept that would this. The problem that dept gave me the message that they were OUT of ORDER. Young kids can operate a business better thsn this also I am spreading the word everywhere how bad this company. Just a little piss off right now.

My son's picture turned out very bad. It is blurry and the large glare on his glasses covers a large part of his eye. Can you please go and review the quality on the portrait ID DNCP-CTJ6, the access code DG6H. You will be able to see how bad it is, I am wondering if there is any way that you can correct it with photo tools or if he will just need to retake them when you come back to our school?

I'm a teacher who had a student submit cash for his order. The photographer took the picture first before getting the envelope and I had asked whether the student can take the picture again. He said it's alright because it will be taken care of. Few weeks later, my student didn't receive his pictures...just the proof. He had an envelope of $48 and I've been trying to contact Lifetouch. No luck. I was on hold for over 90 minutes and then it would get to the one minute mark and repeat it over and over that's i had one minute wait time. I took a photo of the order form so I know it was submitted that day. The recording says you can chat with someone online 24/7 but if you go online, chat isn't available because there no one to answer. This is horrible!

I've been calling customer service for days now and they hang up on me everytime also have sent out an email. I order my children's photos on 9/26 paid $66 for each package and all I received was an emergency card with their picture on it! This is ridiculous I ordered the photos online before picture day. I either need a refund or they need to send my pictures threw the mail!

I ordered school photos for both of my twins on the Lifetouch website before their scheduled picture day. One son got the pictures I ordered, the other had an envelope with nothing in it but the Kid Safety ID card.
I attempted to live chat on the website, but the feature has been disabled for weeks. I also tried to email you, but when I selected email it sent me to the live chat page, which did not work.
Hold times were 85 minutes, so I left a message and my call was returned about 3 hours later.
I explained the situation to the woman and she said she would send the photos in the mail. I received the envelope from lifetouch yesterday - again, it was EMPTY.
You actually mailed me an envelope with NO PHOTOS IN IT.

Can someone please see that I ordered and paid for a photo package for my son and send me the photos that I ordered? I would appreciate a prompt response.
Order # [protected]
Picture Day: 09/16/2019
Picture Day ID: MH619240Y0

Wow. Where do I start. First of all, my daughter's eyes were completely closed in her photo. She came home and said, they took one picture and I told them that my eyes were closed and they just said, "Next." Then we got the package that we already paid for. Yup. Completely closed. How would the photographer not check the photo before letting the student go? Then they actually printed up a package with this photo. Did they really think we would be displaying this? Really? Sure, there are re-takes, but guess what, the original photo still goes on her High School School ID and in the computer system for all teachers to see. How embarrassing. And retakes haven't happened yet- what if the same thing happens? I would like a refund. This is so ridiculous.

So, I try to contact them online. It says that the online chat feature is not available and I have to call. I call. I'm on hold for over 30 minutes. Who has time for this? So I go back online and fill out a customer service form. The response from "Matthew D" is to go back online and do the chat feature. Are you kidding me? That is not even an option when you are having problems with "School Portraits" on their website- so back to the drawing board. The customer service is not a service at all, they literally make it a chore for the customer and do not help you in any way or act like they care.

Portrait ID: SZVK-W2FC

August 26th I ordered school photos and the company charged my credit card. My son was sick the day of school photos and missed. I contacted their abysmal customer service (it takes an hour to get a call back) and then they appear to be untrained in customer service all together. The guy can not locate my son but he also couldn't understand English very well. He assured me that on picture retakes day I would have to do nothing at all and my sons pictures would be retaken. Picture retake came and went and they did NOT retake his photo. Now I had to wait an hour again for an agent. They can't find him and again the agent can't understand me so I'm not even sure he is looking for the right person. At this point I just want my money back from this company. I ask to speak to a manager and they advise me a manager will have to call me back and that would be in 3-4mins. Well that time came and went and now I have to spend another 50min waiting for customer service again. This company has taken my money and not provided a service. As far as I'm concerned they are stealing.
Melissa Adamic

I placed an order prior to photo day yet when all of the other kids got their pictures, mine did not. Went online and ordered again. The envelope arrived folded IN HALF. The photos are worthless! And I can't get through to anyone at the company to ask for them to replace them. Hold time when trying to call them is 45 minutes. And there is no email address to send an email. And there is no online chat available. THIS COMPANY SUCKS!

I received pictures of a child I don't even know. The website is difficult to maneuver. I tried to call but the hold time on the phone was over 50 minutes! That's almost one hour. That's worse than DMV. Life chat can only be accessed from a computer and my position in queue is 28. I have been waiting for a long time. That's unacceptable. How many complaints are they getting?

I am a senior at Richlands high school in Va. I took my school senior pictures for the year book in July of this summer, and have yet to receive even my proofs! When everyone else has. I have tried calling and asking for help and no one has answers as to why I haven't got them yet When they say they "mailed" them out but I never even got them . I am super upset, because it's my senior year and I need my pictures and I haven't got to choose which picture for the year book I want either because I haven't even seen my originals. I'm super disappointed in Lifetouch and the customer service. I need help so please lead me into the right direction of where I can contact someone who knows what's going on. Thanks.

The website takes forever to guide through. Then when you have selected the pictures/ packages you want and proceed to checkout you have to yet again put in the code you got for you child. Have tried multiple days to order pictures with PayPal and a credit card and continue to get the same results. "Unable to process at this time, we have ran into an error." Other words, online ordering is junk for this company

I am absolutely appalled at the quality of all 3 of my children's school pictures this year! You are all way too overpriced for the quality you give back! my boys have a glare in their glasses and their are white spots in their eyes all 3 of them! I have consulted a photographer who has stated it looks like you all tried to fix the glare and failed and it is not good. I want a refund. I will never use lifetouch again. So disappointed! I could see it happening to one child but all 3? That is just plain unprofessional in my opinion.
Picture day ID LG709028Q0- Colton Koontz grade 9 SAHS
LG709013Q0- Ryker Shute grade 1 Bloomfield Ele
LG709028Q0- Angelina Koontz grade 12 SAHS
Ordered 1 8x10 of each of them 30.00 in which I want a refund as I am seeking another photographer to take my childrens photos.

Rebecca Shute (Mother)
175 Main St
Skowhegan, ME 04976
[protected]

My Autistic son is a student at Burger Transitions. Picture day was a complete and utter disappointment AGAIN. I tried to call to get my money refunded and was on hold for 30 minutes without ever actually speaking to someone because I could not continue to hold for the additional 30 minutes I was told I would have to wait. That ANYONE would think the picture taken of my son would be acceptable it absolutely unfathomable. This is a moment in time that can never be repeated and for the third year in a row it is obvious to me that nobody took the time to take a quality picture. My son looks like he is in pain and trying to hide it with a horrid smile. My son may be autistic, but with the right encouragement is capable of having his picture taken without looking like a serial killer. I will not trust this company to take another and I WANT MY MONEY BACK WITHOUT WAITING ON THE PHONE FOR AN HOUR.

Hello Lifetouch,
I am the Principal at Lincoln Elementary in Oakland, CA. I am writing on behalf of 6 kindergartners who paid with cash or checks but did not receive their pictures. Their names and numbers are
1. [name removed] (Cash)-[removed]
2. [name removed] (Cash)- [removed]
3. [name removed] (Cash) - [removed]
4. [name removed] (Check) [removed]
5. [name removed] (Check) [removed]
6. [name removed] (Check) [removed]

Please let me know what the status of their orders is.
Thank you,
-[name removed]
[name removed]@ousd.org
[removed]