Lifetouch
reviews and complaints

My kids had their school pictures taken on 10/7/2019 and they received an envelope a few weeks later with JUST ID cards in them. It is now 12/11/19 and I called to find out where they are and was told they can not find the image. NO ONE called to tell me that the $63.00 I spent is lost and how did they get ID cards and NO PICTURES.
All I was told is I apologize and that they will fill out a form. Not one mention of a credit, more pictures once they were found, a digital image nothing to make it better.

so now the pictures I was going to use for Christmas will NOT be here and I get nothing for the aggravation. I still dont understand how you can process ID cards but cant find the image for the actual pictures. Totally unacceptable to me. I pray the next school dose NOT use them. I may never get school pictures done again if they use Lifetouch.

I ordered my child's photos on 10/17/19. I called the 1-800 number 11/14/19 to find out when they would be shipped. I was told that my order was processed and shipped and I should receive them within 10 days. It is now DECEMBER 8 and I have no school photos. I planned to send these photos out with my Christmas cards but it looks like this may not be happening. I am beyond frustrated by this. This is unacceptable. There is no communication from the company to let us know as to why there is such a delay, however they WILL send countless emails about sales and ordering more photos. I hope my child's school switches to another company for photos as this is extremely unprofessional.

portrait id: NRQ2-PRJW Access code: 2492

My son had school pictures 11/5. I am still waiting for the pictures. When I contacted you you said within three weeks. The customer service was awful. It has been over a month now. You email reminding me of retake day in three days when I've not even received the original pictures. Furthermore, I find it insulting that you inundate my mailbox with advertisements for holiday cards and gifts when I had to get another picture if my son from my phone for my Christmas cards and have ordered those late due to waiting for your pictures. Your pictures are also horrible. My son is not even looking at the camera in a digital shot I finally got (still waiting for the physical ones), and I have literally thousands of great pictures of him on my phone, so it's not that my son won't cooperate. I'm not sure if you can refund the digital image cost. Last year's picture had a huge glare in it, and the spring picture was at an odd angle. Last year's class picture my son wasn't even looking at the camera either. You also went to the school in which I work and placed over exposed pictures of one other teacher and myself into the yearbook. We looked like ghosts. That is unacceptable. I did not even show up to take the picture this year because usually students find teachers near the yearbook deadline and take a random shot. THOSE phone pictures are a thousand times better! I'm really upset right now. Many many pictures taken and not ONE good picture.

Where to begin. Simply the worst customer service I've ever experienced. Wait--there is no customer service so please disregard my previous statement.

We hosted a Spanish foreign exchange student for a full semester. High School pictures taken on picture day along with my daughter. My daughter's pictures arrived in a few weeks. Our exchange student's pictures never arrived. When her return date approached (over 15 weeks later!) still no picture so I called "Customer Service" and they said because her last name was different from mine (duh) the pictures were "Held". NO NOTICE to me. NO NOTICE to the school. NO NOTHING from Lifetouch.

It took SEVEN phone calls with these idiots to finally release the pictures. Of course, the pictures arrived well after her return to Spain. As you can imagine, shipping from Colorado to Spain was MORE than the cost of the pictures. I had the displeasure of making FOUR more phone calls to the get right person to give me the "Access Code" I need to add a digital download to my previous order. Of course, Lifetouch does not give you the Access Code in your online pre-order...oh no...they only mail that to you if you don't pre-order. I have Order Number, Picture Day ID, Shipment ID, Batch Number, Work Order Number, Session ID, and a slew of small numbers on the bottom of the actual pictures in my hand--but Lifetouch in it's infinite wisdom requires an "Picture ID" and "Access Code" they DO NOT give you in order to add to your previous order. Priceless.

I've never seen a company go so far out of it's way to frustrate, alienate, and hinder it's customers from making purchases. Wow.

My neighbor is a photog nut and he'll be very happy next year for senior pictures as I'll be damned if Lifetouch gets another dime from me.

I want to complain about one of your employees. She was scheduled to do retakes in Neilburg, SK from 10:30am - 12:00pm. I arrived no later than 11:15 and she was already packed up ready to move on to her next destination. She refused to take my son's picture (who is in pre-k so he never did have an intial picture taken) and told me I have to follow her to the next school which was over half a hour away. Of course I did otherwise my son wouldn't have had his picture taken and was devastated. Highly unprofessional! She should have remained at the school for the remainder of time she was supposed to. I feel that she should be held accountable for the inconvenience. She was also rude about the entire situation! I sure hope you take my complaint seriously and do something about it. I'm sure I'm not the first one to file a complaint against her!

My name is Alisha Dupree I purchased a package on 1 of the portraits had the 6th grade on it the other sheet of 3x5 had 1st grade on them my child is in the 2nd grade called to have the portraits corrected which the 8x10 was corrected with the correct grade and the 3x5's were corrected as well but only sent me a half a sheet called explaining that I should have received a full sheet of 3x5 pictures that show 2nd grade when I received the full sheet of 3x5's the grade was incorrect so @ that point I requested for a refund because I was extremely disappointed representative advised me that my refund would be submitted well I waited the allotted time and never received my refund requested to speak with a SUPERVISOR @ this point I was completely over/unsatisfied with this spoke a supervisor he then said he would go ahead and submit the refund waited the allotted time again then made another called to see what the status was for my refund well that refund was never submitted this was completely unacceptable to me and I asked to speak to someone higher up the chain the rep took all of my information and said I would receive a call back from a supervisor or someone higher up well I still have not heard anything from anyone and still have not received my refund THIS IS UNACCEPTABLE AND I WILL NEVER PURCHASE FROM THIS COMPANY AGAIN I could understand 1 mistake but for me to have to call 4 and 5 times is completely ridiculous. Its very unfortunate because my child is only in the second grade and since he has been in school I've purchased both fall and spring portraits and even wanted to purchase from Shutterfly to send out Christmas cards and gifts but with all the mistakes made I didn't PLEASE REFUND ME MY MONEY and I will never deal with lifetouch ever again. This is something that should have never happened being as though this company had been around for many years

11/29/2019-I get soooooooo many emails from this company and I have been forced to use them for many years with multiple kids at different schools. I wish I knew the kickback the school or the district get. Every year I have some sort of problem.

When are the school systems going to realize that we are now in the age of digitization. We don't NEED this company to do this service. There are other much more inexpensive routes with better customer service, more options and better quality.

Bottom line: This year they emailed me a Black Friday coupon. 20 minutes trying to get the coupon to apply. I finally chatted with them - apparently their photo print services is one company and their yearbook print services is an entirely different company. Brand confusion = shady business practices. Why didn't I get an email from 'the other company'?

I had money taken out of my account without my permission and I am wondering what I have to do to get it back I had paid for the pictures the day they were taken and didn't get them had to register them online enter my bank account info and $82 was taking out of my bank account all I want is the money back I have try to contact them online and there were suppose to call me back still nothing

I'm very irritated that I have to call or talk to you guys yet again cause I still have not gotten my kids pictures. I've talked to someone different three times already because all I got was the ID card and someone said they will send my pictures out we paid for. And everyone that I have talked to has laughed at me and said they will send them and yet they still haven't. I'm not backing down. And I think it is very unprofessional to laugh at a customer when they are upset. And they said they'd send me an email with a code and nowhere did I get that either. I have had this problem before with another one my children and I got so fed up with talking to the very rude man I talked to that I hung up and never got her pictures either. I don't know why I have to keep calling. Why won't someone just send it. 😡

Firstly I'd like to start off by saying this has got to be one of the most disorganized companies I've had do deal with. And I will be contacting our school superintendent about the possibility of hiring a new portrait company for my children's school. I have 2 daughters (10th grade, 3rd grade) so diff schools but nevertheless they both used Lifetouch. Both of my girls had their pictures taken at Open house (8-8 & 8-12), I ordered their portraits on 8/30. It is now November 20 as I wrote this! 3 months later here I sit still to wonder where are my daughters portraits ? I've contacted their 800 # which is their "customer service" line and I've only spoken to the same lady ALL 4-5 times I've called. The lady doesn't speak English very well and to be honest I don't think she understands me half the time. The first time I called was on 9/30, the lady stated she'd reissue both packages again that nothing was on file about my pictures on what happened? Umm ok. So the only thing that saved me was having my confirmation #'s from my orders. So after about an hour on the phone i was told they'd be reissued. Fast forward to mid Oct, figured I'd better call them again and see if any progress is being made... guess what? No info avail again on my pictures. So another 45 minutes on the phone with going over conf #'s, addresses and etc and they'll be resent, AGAIN. Oh I will also mention I tried to get the lady to connect me w a supervisor and to no avail or I waited on hold 25 mins I think was the longest, so yea that doesn't work either. 11-6, still no pictures so I call again. Well we already know what happened (repeat previous steps), I mean this is just ridiculous by now. So questions for Lifetouch: Why the same lady EVERY time to answer your "customer service" line? I mean did u just train the poor lady to play dumb when people call? If so shame on you, cus I could imagine how many angry people she deals w on a daily basis. I've checked the BBB on your company and you don't have a good track record what so ever. I honestly do not know how you're still in business. Let me guess though, not a lot of competition maybe. So idk I've more less given up on the pictures cus I refuse to get my blood boiling over this company any longer. It just sux cus these are our children's school portraits you're talking about and I'm sure every parent that ordered pictures, want them !

Been trying to reach a customer service rep/ supervisor for WEEKS now. Always very lengthy hold times. Last night waited an HOUR and 20 MINUTES and finally got through, but the rep spoke little English and was hard to understand. My call began at 4:58pm and ended at 6:27 pm with NOTHING RESOLVED. I still have NOT received the digital download which I ordered in October. At this point I would like a refund, but can't get through to customer service. I will NEVER do business with this company again!

I ordered school photos for both of my sons. Only one son received his photos. My son Aengus did not receive his. I have called in multiple times and at one point I was on hold for 107 minutes. I have emailed and called and called. No one returns my emails or ever answers the phones.

I want a refund or my photos asap.

If this is not resolved I feel no choice but to insist that our school never uses this company again.
Brandie Radigan

Life touch messed up my order ...I tried to get in touch with someone to get it straightened out I had to wait on the phone for 30 minutes I tried the online chat but that didn't work. I had a request to have someone call me back they rang once and hung up on the phone and left no message. I am still trying to get in touch with somebody it is been almost 2 hours now

Okay I wrote a check for NY son_ school pictures. You waited 10 days to cash it in which it then bounced because I didn't have the full payment in my account at that time anymore. My son came home and said you made him post behind a chair in which he didn't smile in the pictures because of it then u screwede over 2 more times for a total of 3 times .you tried 2 more times to cash it in which it now has costed me $98 dollars in bank fees in which I can't pay and is now making my account delinquent . It's [censored]ed up how much you have costed me and my account is now screwed because of it. I just thought u should know
Melissa Massey Moulton

I purchased school pictures for my 3rd grader, paying additional for premium touch. When I received my order, my son's glasses looked like the lens was shot out and one of his eyes was much bigger than the other. I called customer service, was informed wait time was 149 minutes. When I finally got customer service on the phone, I could not understand hardly anything that was said as he was from India or somewhere similar with very poor english and he had difficulty understanding my english. This call took over 30 minutes just to make him understand that I wanted these pictures fixed. I confirmed at the end of our horrible conversation that these pictures would be corrected and mailed to me. I just received the edited pictures in the mail today and the pictures were not corrected, my whole name was spelled incorrectly, and they took my son's name and grade off of them. That is all they done was remove the name and grade from all photos, which had paid extra for. Nothing was resolved and I still cannot get ahold of customer service to talk to a real person that can speak English. Very frustrating and a big rip off. The school will be talked to as well about hiring a more reliable school photo company!

This company has the worst customer service. I have called several times over the last month trying to get my son's pictures and only experienced...your hold time is 56 minutes...your hold time is 61 minutes...your hold time is 169 minutes! Really, 169 minutes. And the chat...Nothing like posting hello? Hello? Hello?for as bout 45 minutes and no response. Just sickening...

I've paid for my kids pictures back on the 31st of August 2019. All I've received were digital pics of my son (never ordered digitals for download) but no real pics whatsoever. I haven't received no pictures whatsoever of my daughter (no digital pics to download or actual pics). I've placed order for both same time. I keep getting emails about sales and retakes but none about my actual orders. Now, I've came across Lifetouch's ratings and goodness gracious this company obviously sucks. I've paid about $100 and I haven't received what I've actually ordered. These are the digital pics that were never ordered. Where are the actual pics? I gave my address so they should be here by now. What is going on?

I have NEVER been so disgusted with a companies customer service. I have had the worse. My son is in kindergarten and we had school photos taken. We got his picture back and you could clearly see where they photoshopped part of his ear out of the picture. Attached to this complaint. I called 3 times and it said my wait would be over 155 minutes ! After trying over 6 times after this whole experience. I have never been able to get a real person on the phone. So I went to chat as that is their preferred message. After waiting for an hour, I got a person, she agreed my picture was bad and reordered it. I never got the new image. Did the whole wait for an hour get a chat person and she reordered it. Finally it came and it was WRONG again. No one had fixed his ear. I get a third person and she promises it will be fixed. What happens...still photoshop error on the digital print. I am so ticked off at the lack of customer service and qualified employees that I am not even going to try again. We are going to do photo retakes and pay for nothing! If I could never order from this company again I wouldn't. It has been the worst experience regarding customer service I have ever seen! And the photo doesn't even look good! I am also contacting the school to address what to do in the instance in the future. If I was in charge we would not be ordering from lifetouch again.

I tried to order school pictures online and had problems with the checkout. Every time I tried to pay it would tell me my address was incorrect. After attempting to fix the problem several times and verifying everything was correct on my end I still wasn't able to order. I then called and placed an order, which I believe she got the right pictures but am not positive since I didn't see them to verify and it took quite a bit of back and forth to finish the order. After finishing and finally getting to the billing portion, I'm told my order is $74, when I picked everything online my total was $48. I asked and was then told it was $42 . I said ok . Then she said I should received within 3 to 4 weeks and that my card would be billed for $52. I am frustrated with your whole process and the fact that I wasn't able to pick my portraits online because of technical issues, and then on top of that to be billed additional. My name is Stacie Perkins, my portrait i.d. is 32ZZ-TC3H, access code, KNMB for rossford elementary second grade, Alyssa Herciga.

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?