Lifetouch
reviews and complaints

The first time I order pictures I wait, Im the grandparent, I order pictures my daughter order pictures, I order pictures first, then my daughter order pictures, she get her pictures first, so I call help line, he was horrible man, had me crying, so I call my daughter, next day I call again better prepared, lady say, well it was delivered, I say, well it may have but not to me, so she says ok we send them again, I feel better, so I wait, then I realize pictures not come deliver, so I call, lady answers, I tell her whole story this is on a Wednesday, she says oh it looks like you should have them by Friday, I laughed and said oh thank you so much I was worried, I feel better now, we have rain Friday so I watch to make sure I get mail, I didnt want pictures damaged, Mail car stops, I go check no pictures, I think ok maybe Saturday, Saturday comes and goes no pictures, why I question, you know, mistakes happen we are only human, I dont expect perfection, but if I pay for something, I expect something, if I dont get what I order I want my money back, I dont want a lie to cover up a mistake to begin with, I will not order pictures from Lifetouch ever again, if this is the kind of unprofessionalism that is expected just one lie to cover up another lie and I guess I will not get a refund either, that is very bad for business, I even expect this to be resolved on here after reading all the bad reviews here, God Bless these people, Im a grandparent, but these are mothers and fathers wanting to preserve a moment in time of there child, to one look back with there grandchild and say look sweetie this was your mommy/daddy when they were in the same grade your in now, I mean shame on you people for not providing a reliable service

PRIVACY VIOLATION! I ordered the photos for my son but received photos of other student, the package also contains the other student information such as school name, grade, class photos. This is a very seriously Privacy issue but they didn't seem like they care about it. I don't know where are my son's pictures now? The customer service phone number never work and the chat service is slow response. I don't know why schools make business with them.

Dear Lifetouch,

This is complicated. A call was previously made regarding this order but at that time, the fact that the original order was made in October was not realized.

The parent paid for her son, Eugene Koesmadjie, to have photos in our school's first picture day (Code EVTZPBDX) on October 13, 2022. His mother made an order for his photos (# [protected]) for $20.13.

Unfortunately, Eugene is in 8th grade and did not have his picture taken in October. Our 8th grade picture day ( Code EVTBCMH2V) was on February 10, 2023. Eugene had his picture taken on that day but received only a card with small photos as it was assumed he had no payment. This card was # [protected].

Can we please have the payment from our first picture day be applied to his picture taken in February?

If you have any questions or need more information, please let us know.

Thank you, Kathy Phillips, picture day coordinator

Kathy Phillips

L.I.M.A.

McCall Elementary School

The School District of Philadelphia

325 S. 7th Street

Philadelphia, PA 19106

Phone: [protected]

[protected]@philasd.org

We requested services for a preschool setting that services children with Autism. During the communication process, the representative completely stopped responding when we disclosed that the students had autism. I have never been more disgusted with a company. There is no excuse for being this insensitive and blatant in your disregard for vulnerable populations.

Waiting on Spring photos of my daughter in the mail. Hoping I'd get them before Easter, which they did but yet to find a piece of cardboard and smilesafe cards. So I called and she said that it was supposed to be my package. The young lady then said She was sorry and order me a new package. I asked if she found my order and she said yes the plus package. Okey everything is good. Now just wait. Look at the confirmation order, She was sending me school pictures NOT Spring. So I called again and someone else picks up. Tell her the situation and she was why harder to deal with and just offered me a refund and reorder it. Class act Lifetouch. Then they send me $64.26 but when I do the re-order it's $67.09..Im done this place is trash and can't even take a damn decent photo.

Ordered a photo package online for 5th grade spring pictures for my daughter. Received them a month later and the entire background is blur... There's a few leaves rt up front almost like they put the blur background and clip art the leaves on top. They're contrast is dark. I know my child's dress wasn't neon but it's definitely not almost black teal! I could've taken her pictures and cropped them on top of a blurry picture then added a clip art on top for half the price! Very unhappy with these, u can even have them back.

I have been trying to contact them about a refund for pictures I paid for but my daughter was sick and did not take pictures. Picture day was March 14th 2023. I have been trying to contact lifetouch through their chat option on their website and it is not helpful. Every time I call I am on hold for hours. I have gone through PayPal for a refund and they have not responded. I need a refund for pictures never taken from March 14th 2023 for Kyra Polk at Brevard Middle School. Order #[protected]

Hello my name is Amanda Musella. I am writing this complaint because I placed an order with this company in August of 2021 for my son's first grade pictures and I STILL have NOT received them! They are already paid for. I have tried reaching out via help center chat, but they can never help me of course. They have told me my order is "in process"... for 6 months?! My mother had this exact same issue with my younger sister's pictures that were taken at a completely different school. All I want is what I paid for. I want my son's first grade pictures! What mother wouldn't. I really hope this issue gets resolved ASAP.

They can email me at [protected]@gmail.com

There is NO means to delete an account. There is NO means to phone someone as the telephone tree only offers options to conduct business and nothing else. There is NO online support portal to request assistance. The bounced emails sent me to salesforce.com which is a 3rd party organization that LifeTouch uses and has no ability to terminate my account.

This process started because LifeTouch is NOT honoring my "opt out" and I continue to receive email from an organization I will never again use.

My son is in kindergarten and I filled out the form and put the money in the envelope and sent him to school. He took the pictures. Never received pictures I paid 50 dollars and got nothing. I called your customer service 5 times and got lied to by everyone including a supervisor named Lance. He told me I’d receive a refund for the $50 dollars I spent PLUS my pictures of my child by mail. Turns out this company is a joke I have no idea how my child’s school has a partnership with such an incompetent company. I have no idea what to do but I am at my whits end.

My son had his school photos taken at Riverbank Elementary. His name is Damanii Garrett and he is in 5th grade. Guest Order #R4688179334.

The photographer adjusted my sons glasses and then proceeded to take the photo while they are clearly crooked. This caused a huge glare right over his eye. Damanii asked him if he could fix his glasses and he was very short with him saying he already took the photo. My son is also not centered in the frame of the photo. I am extremely disappointed in the quality. As this is my third son, I have spent thousands of dollars with LifeTouch over the years.

they have an option for wallet size photos that are supposed to be and labeled as 2x3''... they messed up my order by not including them then when they sent them to me i get big pictures at 2.5x3.5'' and told me this is their wallet sized.. they dont fit in wallets so why call them that? the woman i spoke with said their wallet sizes are 2.5x3.5 and that technically they are 2x3. lol that half inch is a huge difference. iv had wallet sizes at 2x3 my whole life in school and my daughters pics last year was the proper 2x3... and now they are saying this is the proper size... they are lying and misleading

My son had his kindergarten pictures taken and the photographer took the picture mid blink and then that is what they send me. It’s his first pictures for school and they did a terrible job. It’s like they didn’t even try. My child was sitting and smiling nicely and they still managed a horrible photo. Now that’s what I have for my kid’s first school picture. Clearly no one even cares to do their job well. I’ve never see such awful pictures.

Hello,

My daughter got her pictures retaken beginning of November and the quality of the picture is horrible the smaller pictures are clear and bright but the 8x10 is dark almost like they were exposed to long and some the the smaller pictures have lines running through them. She also said the photographer who took her pictures were very rude. Very upset that I paid for these pictures. Is there any way that we could get a reprint maybe less exposure?

Please let me know.

Ive been sending emails to Lifetouch about getting assistance on ordering my sons photos. Ive even submitted the id picture numberon the form. Ive asked several times asking that someone call me but they never reach out. This really sucks because my son is special needs and I like to capture those special moments as he grows. No one has contacted me and im EXTREMELY frustrated

I've filed a BBB complaint about their adding extra charges to online orders and not to the paper order form. They are charging online customers a 2.00 fuel fee and taxing them on it. I called and the representative got very insulting and seemed to be putting me down. Someone named Joseph called while i was at work. After i emailed him and told him when the times i was off work he told BBB he would keep trying then called again without setting up a time or letting me know a number he was calling from then filed with the BBB that he reached out to me and had them close the case. So now I'm going to have to reopen the claim with the BBB and having to do this now to get the answers to my questions that are doing everything they can to avoid talking to me directly. As i told them before i am a battlefield veteran and veterans day was a busy day because my 2 little kids (both disabled) had programs they wanted me to come to and that was one of the times they tried to call. I can provide the proof of their disabilities if they want. And fliers for their school programs for veterans day.

The school picture order was placed on 9/8/2022 (pic day id: evtvv7v9z) and as of 10/28/2022 no order received and called to ask status. They said they would send the order and again as of 11/12/2022 no order received. Lifetouch has not responded to me or the school to rectify the issue of the order that wasn’t received. This is unacceptable to not only wait for the order I paid for back on 9/8/2022, but to not have anyone customer service contact to resolve the issue. It’s simple…just send me the pictures I paid for.

I thought we were being punked when i saw the picture they chose to print. Judging from the portrait i got. these people must instruct a child to sit, then yell at them to smile and immediately take the picture and move on.

A military style flat affect face (or mugshot) would be better than surprised big eyes and a frightened smile.

Each of the 4 years in preschool we got great school pics from photographers who have an ability to get a natural smile from a child. Apparently Lifetouch does not know anything about that.

School pictures paid for; I never received them. I called and the representative said they would re process my order. This was on October 24. 2022. Still hav not received them. I called back, no answer, I contacted support online, the first person addressed me and when I td hem what was going on, they just never came back online. I messaged back online, and the 2nd representative name was OSHAINE. They found my reorder, said they would resend it, and they would give me more details and then just never came back to help me or confirm anything. I messaged back and they disconnected me right away. I messaged again and was speaking to someone, and they said it takes 2-4 weeks to receive the order and then never responded to any of my other comments me as well. All I want is my sons' pictures that yall already have my money for. I will never do business with yall again!

Here is all the information and order numbers.

Order Confirmation: CU007XW9YY

you can also check this number EVTMQ8H92

and this number R4774333910

his name is Malachi Pelletier 2nd grade dr. levesque elementary school

My name is Chantal Hayes [protected]

You pride yourselves on this online ordering and every year it is never right, we never get our pictures I have to call every year. I just spent 40 min. on the phone trying to understand a foreigner! I have spent thousands of dollars over the years with your company and now it is by far the worst it has ever been. The prices are sky high and you never can get an order right. This was the last year I will ever order pictures from your company!

Sincerely,

Kris Watrous