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Business Profile

Portrait Photographers

Lifetouch Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Portrait Photographers.

Complaints

This profile includes complaints for Lifetouch Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lifetouch Inc has 339 locations, listed below.

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    Customer Complaints Summary

    • 291 total complaints in the last 3 years.
    • 61 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My child is a minor In high school student He is on a list for no picture No likeness No quotes No information release No photos or any data shared electronically Today life touch released photos fo his past! They should have no photos period. They should have none archived. They should have. None associated with his name They should have none online I am pretty sure even without my restrictions it's illegal to have pictures of minors online without permission If something happens to my child life touch would be named in every possible media outlet I could find It is dangerous in todays world to have/ post/ or distribute pictures of minors I want his pictures removed from all archives I want proof of this I will take further action if needed!

      Business Response

      Date: 05/13/2025

      Our goal is to delete all images 11 months after they are taken. We found that for some reason some images were not purged. We set up a site for those images giving customers a second chance to purchase. Each student has a unique link that only the parent has. No one else can see the image(s). In this case we have taken the proper steps to have the student removed from all platforms they may appear on. We also delinked the customers email so no further correspondences will be sent once it is done. We have spoken to the customer and relayed this as well.

    • Initial Complaint

      Date:05/09/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Lifetouchs photos were not received after a couple weeks. After contacting them, they confirmed not even shipping orders until 2-4 weeks after receiving them let alone the shipment time. They do not warn people about the 2-4 delay in shipping. We would have chosen another option if we knew about the delay.

      Business Response

      Date: 05/12/2025

      For prints it is 2-3 weeks after picture day to receive. We have to give the photographer time to upload all images and then the lab has to process the orders. 

    • Initial Complaint

      Date:05/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       I am rejecting this response because:
      I was never called by a representative of this business, and never hung up on anyone. I will gladly accept these terms when my money has been refunded to my account.I am not a lady but a gentleman, so I am unsure who they reached out to. My name and everything clearly identifies me as a man... They did finally send a confirmation email, but at this point I am a bit untrusting of this company.

      Business Response

      Date: 05/02/2025

      Hello, we have cancelled this customer's order and processed her refund. We tried to call her to let her know the refund will reflect within 3-5 business days but she hung up as soon as we introduced ourselves. We sent her an email to let her know.

      Business Response

      Date: 05/08/2025

      We were able to successfully reach the customer by phone today after several failed attempts. We let him know that the order was cancelled and a refund was done on 5/2 and will reflect back into the account within 7-10 business days.

      Customer Answer

      Date: 05/08/2025

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:04/10/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im writing to let you know I heard back from Lifetouch company concerning my *************** solved the problem. I will be receiving my yearbook from the school on April 25, 2025. Thanks so much for all your help!

      Business Response

      Date: 04/15/2025

      You're welcome. 

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have paid for digital images from Lifetouch Photography and never received my images. I have connected with numerous services representatives who all give different answers about how long the downloads take to get ready (24 hrs, ***** hours, 5-7 business days). They just keep pushing it back and they will not arrange a refund.

      Business Response

      Date: 04/16/2025

      We have made numerous attempts to reach this customer via phone and email. With no success. We do see that the digital images are indeed in her Shutterfly account.

    Lifetouch Inc is NOT a BBB Accredited Business.

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