LifeTouch Customer Service Issues

I would like to request a reprint of my daughter's class picture from St. John Lutheran School in Wrightstown, WI. The grade listed as Grade 5 should be Grades 5, 7, and 8 as there is only one child in Grade 5 in the image. The picture has the code #[redacted]-Q01128 in the bottom left corner. I recently received an email about ordering more pictures with the Portrait ID KK2S-DVD3, Access code 8NDS. My daughter, Leah Uitenbroek, is in the middle of the class photo.

I placed an order for pictures online, and the website displayed the wrong picture date as September 9th instead of the correct date, which is September 12th. I had retakes done on October 24th. The order form shows the incorrect date and order number. I requested an updated email with the right picture date, order details, and a new ID, but the lady I spoke with insists it's the 9th, which I am certain is incorrect. I'm concerned about the confusion this error may cause, and I don't understand why I can't simply receive an updated email with the correct information, including transferring my payment and details with the right date and ID. Thank you, S. C. [redacted]

I am struggling with the photo ordering process. It seems overly complex and has made me consider not ordering school photos in the future, especially through Lifetouch if it remains this challenging. I am unable to view my daughter's original photo taken on 8/16/19 and the retake from 9/30/19. The ordering window is too short, and I missed the chance. I would like to see both the original picture from the new student orientation, which happened unexpectedly without prior notice, and the retake.

I recently received my son's school photos, but half of the picture is completely red. The school mentioned that this happened with many students. This is frustrating because last week, I had to contact them because my 4th grader's envelope arrived with no photos at all. I hope there is more quality control in place at LifeTouch to avoid these issues. I am requesting a reprint of my son's photos promptly. His ID is RFJ7-SGTM, and the Access Code is DSXP. Thank you.

I called to verify that I would receive a CD of my children’s pictures, but I received digital downloads from Shutterfly instead. I am disappointed because I am unsure how to print these images or share them with my son's mother. I wish I had known this before ordering through Lifetouch, as I would have chosen a different provider. If given the choice, I would have taken my children elsewhere for their pictures to avoid this inconvenience.

Hello, I placed an order for my children's school photos a month ago and have only received 2 out of the 3 orders that were placed on the same day. I am missing the third order and would appreciate an update on its status. Additionally, the wallet size photos in the two orders I received are extremely blurry, unlike the other prints which are clear. I am disappointed with the quality of the wallet photos and would like to have them replaced. I have attempted to contact customer service multiple times, with no success in receiving a response. I emailed over 2 weeks ago and was told to expect a reply within 48 hours, which hasn't happened. I also tried calling today but the wait time is too long. Please address these issues promptly. Thank you, L. Herbeck

I have been trying to get assistance for almost two months regarding my son's fall pictures. My medical situation prevented me from buying them before they expired. Despite multiple emails, I haven't heard back. I'm devastated as the pictures were perfect. I've also tried calling but have been on hold for over an hour. Can someone please help me with Portrait ID NPBF-N78V and Access Code PRTF? Thank you for your attention to this matter.

I am having trouble finding my kindergarten pictures from [redacted] at Kanesville Elementary for Ally Mortensen. I called Lifetouch yesterday and waited over 2 hours to speak with someone. The representative confirmed she located the pictures I am looking for using the portrait ID (RVJ8-3PF7) and access code (B2KR) from the proof sheet. She mentioned sending an email with a copyright link to order or reorder the pictures while I was on the call, but I haven't received the email yet. I live at [redacted] Vista Drive, Roy, Utah [redacted]. I really need to resolve this issue and have the pictures delivered to my home. The representative verified all the details, but I'm still waiting for the email from Lifetouch. Can someone help me with this?

Both of my daughters had their school pictures retaken recently. Jaylyn L. came back home yesterday with her new picture packet but it was missing the photos. I was informed by the school that she just needed to return the old packet to receive a new one with the same order. I had ordered the ultimate package with their names and grades on all photos for both of them. I am wondering about the status of this situation as both of my daughters go to Osakis Public School. Jaylyn brought home the order sheet for her new pictures with Portrait ID F7P9-9H96 & Access code TPX6. However, Brielle L. has not received any information regarding her new pictures.

We made a payment for a package on the day of our son's school picture by check (#[redacted], $25.98, dated 9/24/19). Upon receiving the pictures, only the complimentary SmileSafe cards arrived, and since then, we keep receiving emails about purchasing additional portraits. Contacting customer service has been challenging as we either get placed on hold or receive callbacks with outdated numbers. The Session ID is YTN4DZD4 and APO#FOWZ4J4Y, with Order#R[redacted], Portrait ID#H2GX-P49W, and Access Code#G4RX. The student details are Alexander Polakoff, Grade 5, at Barbara S. Austin Elementary in Coppell, Texas, US, with Ms. Rhodes as the teacher. The package listed on the envelope is S4, but there may be a mistake. I have also attempted to access the direct chat line mentioned during customer service calls to no avail. I hope this message reaches the company effectively to resolve the issue either by receiving the paid pictures or obtaining a refund. Thank you.

My son did not receive his school pictures from Lifetouch because they did not associate "Bobby" with "Robert," even though he is the only student in the school with that last name. After speaking with a Lifetouch representative, they assured me that the pictures would be sent to me via US Mail. Despite this, I later received an email from a stranger in a different part of the city who had received my pictures sent to their address. Lifetouch sent my pictures to the wrong address, causing confusion. I would like a refund for the payment I made for my son's pictures due to these errors made by Lifetouch representatives.

I placed an order for my son's school photos to be digitally downloaded on 11/17/19. Following that, I received an email mentioning that a link to the photos would be sent in a separate email. Despite that, it's been more than 10 days, and after contacting someone at Lifetouch via chat, I was informed to anticipate the link by the following week. Unfortunately, I have not received anything yet. Presently, their chat service indicates no availability, and I do not have the time to wait for hours over the phone. I'm starting to worry that my payment might have gone to waste.

A few months ago, my grandson had his picture taken at UT Academy in Longview, TX. I paid $35.00 for his picture packet, but I have yet to receive it. I have called four times and spoken to 'Katrina' each time. During my last call on 11/21/19, I was assured my order was being expedited, but I still haven't received anything. The order number I received for Kai Stewart is SFNJ-RTPQ. Despite receiving this information via email, I have not received the packet I paid for. I have never encountered issues like this with Lifetouch before, especially while working with Longview I.S.D. I am reaching out for help to resolve this matter as the call center representative has only given me excuses and promises that have not been fulfilled.

I recently had my daughter's school pictures retaken, but we never received them. After contacting customer service twice, we received the pictures on Saturday, December 14th. Unfortunately, they were the original photos we already had, not the retakes. I would appreciate it if the retaken pictures could be promptly shipped to our home.

I have contacted customer service multiple times by phone and live chat to resolve my issue regarding my son's school picture order. Despite my efforts, none of the agents were able to fix the problem. The photo was retaken on December 12, and there was a mix-up with another student named Frankie Wooden. Instead of showing kindergarten, the picture displayed grade 3. Additionally, I did not receive an email regarding the retake as promised. Even though I called again and was told it was resolved, I only received one background for both the digital and printed copies. I have been trying to get the digital copies with the three backgrounds I originally ordered, but all I keep receiving are copies with the same blue background, which I do not need. I just want the digital copies with different backgrounds. I hope someone can finally assist me in getting the correct pictures I paid for.

I had a negative experience with the photographer during my daughter's school picture day. My name is Lynn Garrett, and my daughter is Celine Garrett, and the event took place at Court Street Elementary School in Buffalo, New York, located at 80 Curtwright Drive, Williamsville, [redacted]. The photographer, named Kaylan, provided an extremely poor experience. Despite arriving 15 minutes early to our 2:30 appointment on October 16, [redacted], we were left waiting outside for quite some time without any acknowledgment. When Kaylan did come out, she made an odd comment and seemed disorganized, asking us to wait and then abruptly directing us around without clear instructions. When I questioned her, she became angry and disrespectful, even in front of other parents and children. The whole encounter was very disappointing and unprofessional. I am seeking to resolve this matter by speaking with the owner or manager of the studio, but have not been able to reach them by phone. I appreciate any assistance in resolving this issue.

I recently received my son's school photos package I ordered, which included a digital image. However, the digital image I received does not match the photo of my son on the proof or the one shown when I placed the order. The background is correct, but the facial expression and pose are different. Unfortunately, a retake is not possible now due to changes in my son's appearance. I request Lifetouch to locate the original image I ordered and provide it to me instead of the current one. It would be appreciated if they could reach out to the photographer for all the images to identify the correct one. I am willing to email a picture of the proof sheet to illustrate the image I expected and should receive.

I paid in advance for my son's school package, but after his retakes, I requested the photos despite approving a worse proof. The payment was deducted from my account, but I have not received the pictures. I am hesitant to reorder. Please reach out to me at [redacted] to speak with a representative instead of an automated system. The original order number is no longer valid, hindering me from progressing. Thank you.

I contacted your business phone number four days ago to inquire about the availability of negatives or copies of photos taken by Olan Mills Church Directory in the past. My late husband, D.L., passed away in June, and I am searching for these pictures taken of us for the Saint John's Catholic Church Directory in Montesano, WA [redacted]. I am eager to retrieve these images and do not have the exact date of when they were taken. The individual I spoke with provided me with a case number, [redacted]9, and instructed me to follow up if I did not receive a response by Friday. You can reach me at [redacted] Thank you, Gloria L. at [redacted] (landline) or [redacted] (cell).

I had difficulties accessing my student's portraits using the provided code. When I reached out to Lifetouch's customer service through the online chat feature, although the Customer Service page said the call center was open, it wasn't. An agent informed me that I needed to use Google Chrome for assistance, which was not possible on my computer. As a result, they couldn't help me. I am considering emailing the corporate office to report this issue and share the chat transcript showing the agent's unhelpfulness. My main problem was not being able to access my student's photos with the code provided. Despite the challenges, I managed to locate the photos myself after clicking around for a couple of hours.