Legacy Studios

Legacy studios is a TERRIBLE company and it is incredibly frustrating that so many schools continue to trust them with capturing the key moments in time of our children.

Most recently they used an ad campaign to get me to go back and buy unlimited access to my youngest Child’s senior portraits. They charged me twice for the same product and then when I called to ask what was happening, they blamed me and said that I chose two different backgrounds which is why I was charged twice for the package.

Additionally, when I tried to login and access the photos that I paid for twice, I couldn’t find them anywhere. I contacted their customer service desk. And after waiting close to 45 minutes to get through to somebody and figure out how to get around all of the digital phone system traps, they told me I had to pay them again to access the photos because I was only allowed access for 60 days.

The key is they never told me that in the first place. I contacted the supervisor to express my frustration with the situation and she told me that I only had 90 days to download them and that I still had to pay an “archive fee” for photos that I had already paid for twice and never accessed even once.

The supervisor, Jeaneen, was rude and made this already terrible company even worse in my eyes, knowing they would hire and train somebody like her to oversee the rest of their customer service team.

I think they continue to rip us off and treat us like this because the schools hire them and we have no other choice but to buy their products.

I strongly encourage anyone with children in schools or clubs, using their service services to reach out to the administrators and request a new provider.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The picture and CD has been delivered Regards, [redacted]

Good Afternoon, We received your email dated 6/16/and we replied to you on 6/17/ We whole-heartedly apologized for the mistake of the picture being printed in the landscape manor As per our email correspondence with you, we have already reprinted your picture correctly and have also sent some extra wallets for your inconvenience Our inspectors are not aware of the customers specific requests for pictures, and therefore, would not have known that your picture was not as you had asked for Again, we apologize for the mistake of printing this picture wrong You will have your replacement plus extra wallets next week We do thank you for your patronage!KathyCustomer Care Manager

Dear ***, I'm very sorry you had a bad experience with us! I spoke with the customer care representative that spoke to you - I believe she was just trying to explain what could have happened to your order. We would never 'punish' a customer and I'm so sorry you have not received
your replacement packages to date. I do see your orders #*** and #***. You will receive your RETAKE packages tomorrow at your home address. If you have any other concerns, please feel free to reach me via email or ***. We do thank you for your patronage! Kathy

Dear Valued Customer,I'm sorry you are not pleased with the photos. We pose the students in several different positions and then we ask the student which picture they prefer. Your daughter CHOSE this pose for her picture package that you purchased. Here is a copy of the
runsheet from prom night showing the pose that she chose. We would be glad to exchange the pictures for a different pose if you are not pleased with the pose your daughter chose. I have uploaded more pictures for you to choose from into her gallery. We understand pictures are such an important facet of a child's life and want you to be pleased as well as your daughter.We do thank you for your patronage and look forward to hearing from youRespectfully, Kathy

Good Morning, I'm sorry you were not able to access your photo. We received your order on 11/29/16. And we emailed you the digital download part of your order on the same day. We received an email from you stating you were not able to access your photo on 12/20/at
4:39pm. We emailed you back with some tips to open the photo on 12/21/at 9:16am. That was the only correspondence I see with you. We stated in our email on 12/21/to contact us if you had further issues. Since we did not hear back from you, we assumed you were ok. I'm so SORRY to hear today, that you were not ok! I have emailed you a new email this morning at 9:21am with the picture attached to the email. Please let me know if you are able to open that. We do thank you very much for your patronage! Kathy

Good Afternoon,I'm sorry to hear you have had trouble with your I see you had placed an order on 9/for 1-8xI'm sorry to hear you did not receive the CD8x.order and understand you received your I do see that you emailed us on 10-and we responded on 10-(I have attached the email).we
stated we would immediately reprocess that order and ship the cowe did do that We shipped that to your home on 10-we apologize greatly for the missing CD out of your order! Legacy studios always strives to provide extraordinary customer service every day.Unfortunately,we don't always succeedwe're sorry that we recently disappointed you,and hope that you will give us another try.Respectfully,Kathy

Good Afternoon, We received your email dated 6/16/16 and we replied to you on 6/17/16.  We whole-heartedly apologized for the mistake of the picture being printed in the landscape manor.  As per our email correspondence with you, we have already reprinted your picture correctly and...

have also sent some extra wallets for your inconvenience.  Our inspectors are not aware of the customers specific requests for pictures, and therefore, would not have known that your picture was not as you had asked for.  Again, we apologize for the mistake of printing this picture wrong.  You will have your replacement plus extra wallets next week.  We do thank you for your patronage!KathyCustomer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The picture and CD has been delivered. 
Regards,
[redacted]