Lifetouch
Reviews and Complaints

Last year AND this year I ordered a cd disc instead of a package. I like to be able to print out my own pictures in various sizes. Two years in a row you have sent me a disc with a low resolution picture. I am not able to make copies or send it to print anywhere. Last year and this year I had to call and wait on hold for a very long time. My issue is still not resolved and I am still waiting for someone to email me a high resolution photo.
Very unhappy with this company and its product and their customer service

Ordered both my sons pictures and 1 son got them and the other didn't . I have called multiple times and every time i called i got a different answer as to why i haven't received them yet. I asked to speak to manager, they said they would have someone call me back, that didn't happen. The last time i was able to speak to someone they assured my order was in the mail and it would be there 2-3 weeks. That was Sept 24th it's been 3 weeks and i still don't have my sons pictures. When i try and call its over an hour wait time and i can't get live chat to come up on the website. I paid for pictures i would like to have them.

After waiting nearly 7 weeks to get school pictures back, both of my kids finally came home with the lifetouch envelopes. I was excited to see their pictures only to find an empty envelope. No pictures. Only the small card with tiny pictures on it for ordering. We paid nearly $50 for each kids picture package. (Of course the checks were cashed by the company shortly after pictures were taken.) I tried calling the company, but there was a 40 minute wait on hold. They mentioned in their recording while I was on hold that they had a live chat option on their website but apparently that was unavailable at that time because it kept telling me that they had no representatives available. I finally was given the option of leaving my number and they'd get back to me. They called back over an hour later and I was connected with a man with a heavy accent who was difficult to understand. After giving him my information, I was told that I should be receiving my kids pictures in 3 weeks or so. I'm not entirely sure what we will be getting anymore since i couldn't understand some of what he was saying.
At this point, I am so incredibly disappointed in their service. I wont be ordering from this company again.

Could barely understand the man in their customer service center. His accent was really strong. He just kept repeating himself. Not answering my question about why the photos never came in the first place. Wouldn't let me talk to his manager. If lifetouch does this now, I won't be ordering from them. It's ridiculous. This is the second time n now I'm waiting 2-4 weeks for my order. I've already been waiting a month.

Greetings. My child had Picture Retake at Lithia Springs High School in Lithia Springs, Georgia today and when he gave the photographer his picture package he was asked why he wanted a retake, was told he shouldn't have had a sweatshirt on and then told he looked "constipated." The photographer proceeded by making him take off his zip up jacket and strip down to his white undershirt/t-shirt in order to take his retake. This not only ruined my son's day, but I believe to be unacceptable. His clothing met the school's dress code standards and there should have been no reason whatsoever he had to come out of his garments he wore to school. I am asking for another retake or a refund and disciplinary action to be taken so this photographer does not continue to do this to children. Thank you.

Yours Truly.

Ms. Danielle D. Brown

This is the worst company ever. My check was cashed on 9/18/19 but didn't receive my son's school pictures. I've called Customer service 3 times. The shortest time on hold was 40 minutes and then they hung up on me. I've "talked" to someone online and they said they messed up my order and that the pictures were sent out on October 7 and now it's over 2 weeks later. This is the second time in a row I have not gotten what I paid for.

I am very disappointed in the photo quality this year. They look they were printed off of a desktop color printer. There are streaks going horizontally through the faces and they look super grainy. When I compare to last years prints, it's night and day. Quality has definitely gone way down hill since last year. For the price you pay, I expect a higher quality product. I could print better quality prints at home.

I have been trying to get in contact with Lifetouch for the past two days my longest wait was 4 hours and no one answered I tried using the chat on the web page and it won't allow me to click chat button. I also left my phone number to get a call back two days ago. I payed to have my child's name and grade added on and it wasn't. I have a copy of the check that was given to them.

I am a staff that had my picture taken and the first picture as horrible the way they had me put my chin down and all. I asked if I could do a different one and to have that picture deleted. They said yes, so I took another picture and approved that picture. We got our pictures back today and it's of the first one I took. That picture was suppose to be deleted and the picture that I took the second time was the one to be put in the year book and given to me. I will not have this photo in our yearbook. I can't believe the photographer would okay a picture like that. I would like to talk to someone that could help me with this matter please.

my daughter had her pictures made at school and when they came back her hair in the picture is blue. Im a little disappointed because that was her first pictures for school. picture day id is hy309170q0 and guest order number is r3998522779 work order number is h8m38f8v so you can see for yourself. I think I should either get a refund or her be able retake pictures without having to pay. If you would please gett back to me and let me know thank you! my email address is [protected]@yahoo.com

I chatted with a rep and asked if I could have the background of my original pictures changed and she said yes, told her all my information and what background color I wanted. Well 5 days later I received in the mail pictures of another student from a totally different school. Also another envelope with extras that I ordered which had a different background also from the original shoot and then the reorder placement. Been on hold with them 5:38 at night and then 9:00 am the next day and can not reach them at all. Tried several times and hung up several times . Dialed again and am on hold 20 mins already and nobody answering (10:10) am. Hours are 8am to 8pm so why isnt anyone answering? Very aggravated with this company. Will not be placing school orders with this company any longer. Will go to a photograph in my town for them.
Mrs. Cottingham

Our elementary school switched to lifetouch this year. Pictures were awful! All of the kids have half of their face shaded. I could take a better picture! What worse is calling to complain. You're on hold for 7 minutes then a message comes on saying your actual wait time is 48-58 mins. Great! At least you have an option to get called back & not have to stay on hold. When I finally talk to the rep about the quality of picture (after giving her every number on the pack and my kids info twice...) I asked for a new photographer because every parent I talked to said their kids face was shaded. The rep asks for all my info and then wants me home address. Why? So I can process the order. Why do you need my home address to request a new photographer. That's our process. I say no, so she continues to place a reshoot request because the picture was blurry. No, not what I said. I had to give an address (fake) and email (fake) to request a new photographer. We'll see what happens with the reshoot, but definitely letting the principal know the new company is not good. C'mon, all you do is take pictures! Do it right!

I need some help. I have been on hold twice today and can't get in touch with a representative and says no one is available for "chat". Also it seems I have a 53-67 minute wait. To expect customers to wait that long is unacceptable. I have also tried to communicate with you online by submitting a request, but as soon as I selected "topic" it wouldn't allow me to submit a request for help, it rerouted me to a phone number that I've already called and was put on hold. I'm reaching out today because I would like to see my sons' pictures and possibly place an order, however, no proof packages have been made available at my sons' school so that I can view the pictures and place an order. Pictures were taken at least 3-4 weeks ago. I'm not exactly thrilled with how this process is going this year. I've never experienced this from lifetouch in the past. Picture proofs should be made available for parents to see and decide if they want to place an order or do retakes, just like they have been in the past. When I type in the number from our school, it states my picture is unavailable. I've not been given a "private" number for each of my sons as stated on your website, either. Frustrated momma, here. The whole process for ordering hasn't been made very clear to parents this year either. We're dealing with little kids in an elementary school setting and we can't expect them to relay information back to parents clearly if at all. I'd appreciate a phone call back today if possible (10/21/19). I am available from now until 11:44 am. I won't be available again until 12:30pm to 1:12pm. I am open at 2:45 and afterward. Thank you.

So I'm saying this not just for me but the who central middle school in park hills mo. We got pics done 23rd of aug and guess what never recieved them. I was told they were even sent to the wrong school in anther state still nothing here isn't October 19 and none still. To me if u guys were having this many issues then dont you think just maybe you would contact schools to let them.know because I called up there and they didnt have a idea what was going on. You guys have some very ticked off parents never in my life has it.been so hard to communicate or get the job done right. I believe that our school need to choose anther photography place because not only has it been way way to long with pics but it seems like your employees or systems have gone down hill the past years. Get you job together and do the professional thing communicate.

My wife has contacted these people 3 times since my kids took pictures in September cause first we paid then when school received pictures we get [censored] saying it's not too late to order wtf we order them.. so called and they supposedly sent them then when recieved pictures from package were missing but wait this isn't even counting the issues of my stepson not getting his class picture last year that they claimed would be sent then.. still haven't received a year later. Screw this company will never order from them again more of a scam then anything.

My sons pictures seemed Kinda sloppy. Our pictures also had black smudged ink on them . Now I never pay this much for pictures but it's his first kindergarten year and wanted the best. When I'm laying 25$ I expect a lot better... I'm hoping something gets done about this, reimbursed or retakes . My own son who is 5 was so sad how they looked . The pictures he looks like a lazy eye that he DONT have .im very disappointed and very unsatisfied. Scared to order pictures again.
I know I'm not the only parent in my sons school who was not happy !

I filled out my child's picture form and returned it as requested. When I got the proofs back the background color was wrong, the set was not as pictured on the form and I was not too impressed. I reached out to Lifetouch as I just wanted the background color changed because I knew they couldn't control the other things. I was told there was nothing that could be done and was offered 10 % off. To me the person didn't seem to care and was trying to push me out the way and get me off of the phone. I asked what I could have done different and was told I should have communicated better with the photographer. My child is at daycare because I work. I do not have time to sit at school monitoring what is happening, if I had that time I would not have her there. I filled out the form I was provided by Lifetouch, yet it was my fault I did not communicate well enough. I received this kind of treatment after being on hold for 30 minutes and having to be called back of course when I am back at work. I have someone who I am going to pay to try to edit the background so I made my purchase. I ordered digital prints, which I normally have same day. It has been several days and they have my money while I do not have a link to the pictures I have paid a lot of money for. The company has found time to push their marketing on me further, but can sent me the product I have paid for. I have currently been holding for 39 minutes on my second call trying to find out where my pictures are. Mean while their chat has not worked as it constantly says cannot connect or off line.

My order number is 5484347.

I ordered school pictures off the mylifetouch website. It's been 2 weeks and still haven't received so much as an order update or a tracking number as promised. When I called over a week ago I was told they were being sent to the school even tho my order form says my house address. I called the school and theybtols me the same that they would come to my house. Still nothing and I can't seem to get a straight answer from customer service on where my photos are! For the amount of money we have to pay for these pictures you would think we would get them in a timely manner as well as better customer support. I'm severely disappointed in this company.

I am very dissatisfied with the quality of the pictures I received from Lifetouch this year. They are completely lacking in professionalism! The back ground is washed out and the picture is grainy, Not to mention the light shining on my daughters forehead. Just terrible and for the price $$$. I have 2 children in Hunterdon Central who uses Milan Photography. Absolutely beautiful pictures far less money and faster turn around. I am also going to make a formal complaint with the school. Portrait ID M4KK-VNQB

I wish our school didn't use this company. Terrible customer service. The online chat NEVER works, the wait time if you call them is always more than 30 min and when you finally talk to someone they have no clue and they cannot help. Digital downloads which can be instantly downloaded in EVERY other studio take FOR EVER. I don't really know if I will ever get the digital images that I ordered and picture day was more than 2 months ago. If you can avoid using them, please do. Terrible, terrible!