RE: [redacted] [redacted] [redacted]
Complaint #[redacted] Please accept this as confirmation that we are in receipt of [redacted]’s rejection to our recent response and resolution to her Revdex.com complaint ([redacted]). Ms. [redacted]’s initial complaint was addressed to the best of our ability. She had requested her account be adjusted to show a paid through date of September 17, 2017, by crediting back the premium charges, for Sunday delivery only. She had also requested to be excluded from all Premium editions except the Thanksgiving Day paper. As noted in the original response these requests had already been processed on her account by the customer service agent she spoke with on 8-31-17. While Ms. [redacted] had other suggestions regarding the invoices and billing, these are changes that are not something we can accommodate. The suggestions were forwarded to the proper departments for review which was stated in the response. Ms. [redacted]’s rejection of the response resulted in the fact that she received billing invoices which did not show her new paid through date of 9-17-17, and that she received a Saturday paper premium edition on 9-8-17 that contained “Everyday Heroes” and an offer to subscribe to the magazine. She believed she should not have received this paper as she does not receive the Saturday paper and stated she had “Opted out of Premium Editions EXCEPT Thanksgiving edition.” We apologize for the misunderstanding, and would like to take the opportunity to further explain the resolution that was detailed in the previous response. When Ms. [redacted] spoke with customer service her account was noted with the request that she be excluded from the premium charges. It should have been explained to her that she would still receive these papers, but she would not be charged for them. We are sorry if that was not made clear to her. At this time, all home delivery subscribers receive these special editions and we are not able to eliminate her delivery of them. While charges are excluded, we ask the subscriber to simply enjoy the premium or pass them along to a friend. The company is working to stop delivery to those who wish to be excluded; however, this will not take effect until sometime in 2018 at the earliest. Therefore, at this time Ms. [redacted] will also receive the Thanksgiving Day newspaper as she requested. We are sorry that Ms. [redacted] was upset that her invoice did not show the updated expiration date. However, we had confirmed her paid through date in our response. We have responded to Ms. [redacted] and are hopeful that this has addressed her concerns. If we can be of further assistance please contact us.
Initial Business Response /* (1000, 5, 2015/06/08) */
I have been informed by our cash operations manager today that the collection fee has been waived with our agency. Therefore, Ms. [redacted] should now be able to pay the original debt of $24.00 for the two checks ($12.00 each).
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 29, 2018RE: Complaint [redacted]Please accept this as confirmation that we are in receipt of Mr. [redacted]’s complaint regarding his refund check that has not yet been received. We previously responded to the original complaint and apologize that the matter has not been resolved satisfactorily. Please see portions of original response and update below:Following the original complaint, after reviewing his account a call was made to Mr. [redacted]. I spoke with him and apologized for both our delay in responding and the frustration this has caused him. I explained there was already a refund request in process to have his recent payment mailed to him in the form of a check.Mr. [redacted] was appreciative of the call and the action taken. I offered to give him my contact information should he have any further issues, but he did not feel it necessary.Since that time Mr. [redacted] has not yet received the refund check. In researching this with the Business Office and Accounts Payable, it was determined that there was a delay in processing that batch of checks due to Accounts Payable in New York. They are working to have all refunds processed as soon as possible and Mr. [redacted] should receive that check shortly. We apologize again for the delay, but there is no way for us to expedite the check any sooner.Thank you, and if you need any additional information please feel free to contact us again.
Initial Business Response /* (1000, 5, 2016/03/11) */
I have been informed by our senior studio manager that Ms. [redacted]'s order was delivered on March 7th. The studio manager has called and left several phone messages for Ms. [redacted]s but has been unsuccessful in connecting with her. The studio...
manager will continue trying to reach Ms. [redacted]s to confirm that the order is satisfactory and also to apologize for the inexcuseable responses she received when she called the studio to check on the status of her order. The studio manager will also talk with his team in regards to those inexcuseable responses Ms. [redacted]s received.
I have been informed by our customer service representative that they found the image of Ms. [redacted]' daughter and put a rush on the order and requested the order be shipped to Ms. [redacted] by November 22, 2016. The customer service representative has also processed a credit card...
refund in the amount of $48.15 for the inconvenience Ms. [redacted] experienced. Our customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
Per a telephone conversation with our customer service representative in this territory, she...
informed me that when she initially spoke to Mr. [redacted], she explained the different picture packages that were available and also explained the ordering process, etc. She informed Mr. [redacted] that if a parent ordered a picture package that included a class picture, they would receive a class picture. But, not every picture package available for purchase includes a class picture. It all depends on the picture package you order as to whether or not you receive a class picture. Once the customer service representative sent out a class picture for Mr. [redacted] she informed me that she later decided she would send out a class picture for every child in Mr. [redacted]'s son's class. Because that school is currently on spring break, the customer service representative is waiting until school is back in session before having the order shipped to the school. Therefore, the school should expect to receive the order on or about April 8, 2016.
Initial Business Response /* (1000, 5, 2015/12/17) */
Our customer service representative has contacted Ms. [redacted] to inform her that the order shipped from our lab yesterday and Ms. [redacted] should expect to receive it by the end of this week or early next week. Our customer service...
representative will contact Ms. [redacted] next week to confirm receipt of the order.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the pictures in the mail 12/18/2015. Thank you
I have been informed by our customer service representative that they attempted to reach Mr. [redacted] yesterday but were unsuccessful. The customer service representative left a voice mail message along with contact information. Mr. [redacted] returned the call later that...
same day and advised the customer service representative that he had received the portrait order and stated that he needed no further assistance at this time. I have also been informed by our customer service representative that a full refund in the amount of $51.50 was credited to Mr. [redacted]'s account, which may take approximately 3 to 6 days to show up on his account.
I have been informed by our customer service representative that they have contacted our lab and the lab sent customer service a copy of the high resolution image. Customer service has forwarded that image to Ms. [redacted] along with a copyright release. Customer service has also confirmed...
with Ms. [redacted] that she received the image and the release.
Initial Business Response /* (1000, 5, 2015/10/09) */
Our District Operations Manager (DOM) has informed me that she sent an email to Ms. [redacted] and also left her a voice mail message apologizing that she was unable to locate an individual image of Ms. [redacted]'s son. The DOM also explained that...
sometimes a child is unable to sit for the camera because they become frightened or emotional and, therefore, the photographer is unable to get them to relax enough to be photographed. The DOM advised Ms. [redacted] that if she did not receive a copy of her son's class picture another one could be reproduced and shipped to her. Because of the frustrations Ms. [redacted] experienced, the DOM emailed Ms. [redacted] a JCPenney studio and Target studio coupon so that Ms. [redacted] could schedule an individual or family portrait sitting if she wanted to.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company should have informed the parent that the child's pictures were not taken at the date of the photoshot. Instead, the parent ran around endlessly between the various inviduals within the organization trying to locate the pictures of the child three months after the fact. The organization is in the business of taking children's pictures and mistakes like that should not happen. Coupon for JC Penney which is NOT in our area was offered. Coupon for Target which IS in the area was NOT offered.
Final Business Response /* (4000, 9, 2015/10/27) */
Our District Operations Manager has had several conversations with Ms. [redacted]. No image of her child has been found. The Operations Manager and Ms. [redacted] have agreed on a $50.00 VISA gift card to resolve this matter. The card is being sent directly to Ms. [redacted] via UPS and Ms. [redacted] should expect to receive the card within the next few days.
Initial Business Response /* (1000, 5, 2015/11/11) */
Our customer service representative has informed me that they have left several voice mail messages for Mr. [redacted] and also a direct number to call back to, but they have not yet heard from Mr. [redacted]. In order to resolve this matter, customer...
servidce needs to speak to Mr. [redacted] to obtain additional information.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave the terms of what I was seeking. I do not want a phone call. If you want to contact me you can reach me at [redacted]@sbcglobal.net
Final Business Response /* (4000, 9, 2015/11/16) */
I called Mr.[redacted] on 11/13 before I had seen the request of not phoning him. He did talk to me and by this time the customer had received his order. He was still not happy with the time frame the delivery carrier took to deliver the order. Due to this I credited Mr. [redacted] 30% of her order as a discount. He was discounted $27.30 to his credit card on 11/14. Customer advised me he was satisfied with the resolution.
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]7, and find the resolution is satisfactory to me.
Regards,
[redacted]
I have been informed by our customer service representative that they are placing an order for a hard cover yearbook for Ms. [redacted]. The order should be complete on or about June 14th. Once complete, the order will be reviewed and then shipped directly to Ms. [redacted]. Our...
customer service representative will follow up with Ms. [redacted] in approximately two weeks to confirm receipt and satisfaction of the yearbook.
Final Consumer Response /* (2000, 5, 2015/11/30) */
This is to inform you that Lifetouch has contacted me. I received two sets of pictures and a full refund. I am satisfied with the resolution. Thank you for your time, Happy Thanksgiving.
Initial Business Response /* (1000, 5, 2015/09/30) */
I have been informed by our customer service representative that a Shutterfly promotion code that does not expire until 12-31-15 was provided to [redacted]. A 3-image CD was also offered to [redacted] for any inconvenience. ...
Our customer service representative will follow up with [redacted] in a few days to confirm receipt of the CD.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Matthew [redacted] who, not only considered my complaint carefully, but he had done research into the matter beforehand. He offered a new code as well as a complimentary disc with images. Mr. [redacted] not only remedied the matter at hand, but he also expressed the company's appreciation of my business.
Initial Business Response /* (1000, 5, 2015/09/11) */
I've been informed by our customer service representative that on September 8th, two attempts were made to contact Ms. [redacted] and another attempt was made on September 9th. The representative left voice mail messages with the contact information...
for Ms. [redacted] to call back. As of this date, Ms. [redacted] has not returned the calls. In order to resolve this matter, we need to speak with Ms. [redacted] to obtain additional information regarding her portrait order.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned their phone calls on several occasions to the number they said I need to contact. Only to never reach a live person, all it does is go a a automated message like voicemail where I leave a message and they say someone will call you back. Just like when I emailed them 4 different times all I ever got was a automated response. Never a live person to talk to. I don't know how they expect a response when I can never reach a live person.
Final Consumer Response /* (3000, 12, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned every call Lifetouch has made, they only call during my work hours so I am not able to answer. I have left several messages on their machines asking them what their hours are and when a better time would be to reach a live person only to get no response. The one time I did reach a live person I asked for the lady that left me messages (Renita & Katie in the excalations dept) and she acted like she had no idea who they were or how to reach the escalation dept. She then gave me a 3rd number to call which only gave me a answering machine. I left a message for someone to call and no one has. I have left several messages at 3 different numbers. Like I said in previous complaints I have emailed them as well and all I get back is a generic response saying "someone will be in touch" and then nothing. My email is [redacted]@msn.com I am available after 5pm Central time Mon-Fri and anytime Saturday & Sunday. To date I have not been able to reach a live person (except the one time) to resolve this issue. I can now see why our school as a whole has discontinued using Lifetouch photography. The customer service is horrible. They've had my money for over year now and I still don't have my pictures and still can't reach a live person when I call.
Final Business Response /* (4000, 17, 2015/10/29) */
This morning I have been informed from our customer service representative that they received an email from Ms. [redacted] giving them the information needed in order to resolve this matter. With the information received, a portrait package was made and has been shipped directly to Ms. [redacted]. Ms. [redacted] should expect to receive the portrait package on October 30th.
I have been informed by our customer service representative that when they contacted Ms. [redacted], she was aware that the reorder that she placed had shipped on November 30, 2016. The customer service representative also informed Ms. [redacted] that a refund in the amount of $34.90 had been...
processed to their credit card. Our customer service representative will follow up with Ms. [redacted] later this week to confirm receipt of the package.
I have been informed by our customer service representative that they have contacted Ms. [redacted] and apologized for the difficulty with her sit session. The customer service representative informed Ms. [redacted] they were going to refund her the $35 sit fee and also supply her with the information...
she would need to go online and view/order her photos. She was also given a 40% off promotion coupon to use on any order she places.
[redacted]RE: My most recent contact with Revdex.com..My contact with you told me that you would stop by my place [redacted] within two weeks. I waited those two weeks and THE BAG was not delivered. However, on Sunday, IT WAS DELIVERED.I live at: [redacted] [redacted] [redacted]Please reopen this case and contact GATEHOUSE MEDIA OHIO HOLDINGS II, INC. regarding this caseIt's all in God's Hands, [redacted]
Initial Business Response /* (1000, 5, 2015/04/14) */
I talked to Mr. [redacted] this afternoon and apologized. I explained that this studio had only a four day notice that they were closing. I sent Mr. [redacted] my contact information so he can forward me a copy of the order and the receipt. I will...
reprint his order and ship it to his home, and I am sending him a refund check for the order. He was pleased with this resolution.
RE: [redacted] [redacted] [redacted]
Complaint #[redacted] Please accept this as confirmation that we are in receipt of [redacted]’s rejection to our recent response and resolution to her Revdex.com complaint ([redacted]). Ms. [redacted]’s initial complaint was addressed to the best of our ability. She had requested her account be adjusted to show a paid through date of September 17, 2017, by crediting back the premium charges, for Sunday delivery only. She had also requested to be excluded from all Premium editions except the Thanksgiving Day paper. As noted in the original response these requests had already been processed on her account by the customer service agent she spoke with on 8-31-17. While Ms. [redacted] had other suggestions regarding the invoices and billing, these are changes that are not something we can accommodate. The suggestions were forwarded to the proper departments for review which was stated in the response. Ms. [redacted]’s rejection of the response resulted in the fact that she received billing invoices which did not show her new paid through date of 9-17-17, and that she received a Saturday paper premium edition on 9-8-17 that contained “Everyday Heroes” and an offer to subscribe to the magazine. She believed she should not have received this paper as she does not receive the Saturday paper and stated she had “Opted out of Premium Editions EXCEPT Thanksgiving edition.” We apologize for the misunderstanding, and would like to take the opportunity to further explain the resolution that was detailed in the previous response. When Ms. [redacted] spoke with customer service her account was noted with the request that she be excluded from the premium charges. It should have been explained to her that she would still receive these papers, but she would not be charged for them. We are sorry if that was not made clear to her. At this time, all home delivery subscribers receive these special editions and we are not able to eliminate her delivery of them. While charges are excluded, we ask the subscriber to simply enjoy the premium or pass them along to a friend. The company is working to stop delivery to those who wish to be excluded; however, this will not take effect until sometime in 2018 at the earliest. Therefore, at this time Ms. [redacted] will also receive the Thanksgiving Day newspaper as she requested. We are sorry that Ms. [redacted] was upset that her invoice did not show the updated expiration date. However, we had confirmed her paid through date in our response. We have responded to Ms. [redacted] and are hopeful that this has addressed her concerns. If we can be of further assistance please contact us.
Initial Business Response /* (1000, 5, 2015/06/08) */
I have been informed by our cash operations manager today that the collection fee has been waived with our agency. Therefore, Ms. [redacted] should now be able to pay the original debt of $24.00 for the two checks ($12.00 each).
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 29, 2018RE: Complaint [redacted]Please accept this as confirmation that we are in receipt of Mr. [redacted]’s complaint regarding his refund check that has not yet been received. We previously responded to the original complaint and apologize that the matter has not been resolved satisfactorily. Please see portions of original response and update below:Following the original complaint, after reviewing his account a call was made to Mr. [redacted]. I spoke with him and apologized for both our delay in responding and the frustration this has caused him. I explained there was already a refund request in process to have his recent payment mailed to him in the form of a check.Mr. [redacted] was appreciative of the call and the action taken. I offered to give him my contact information should he have any further issues, but he did not feel it necessary.Since that time Mr. [redacted] has not yet received the refund check. In researching this with the Business Office and Accounts Payable, it was determined that there was a delay in processing that batch of checks due to Accounts Payable in New York. They are working to have all refunds processed as soon as possible and Mr. [redacted] should receive that check shortly. We apologize again for the delay, but there is no way for us to expedite the check any sooner.Thank you, and if you need any additional information please feel free to contact us again.
Initial Business Response /* (1000, 5, 2016/03/11) */
I have been informed by our senior studio manager that Ms. [redacted]'s order was delivered on March 7th. The studio manager has called and left several phone messages for Ms. [redacted]s but has been unsuccessful in connecting with her. The studio...
manager will continue trying to reach Ms. [redacted]s to confirm that the order is satisfactory and also to apologize for the inexcuseable responses she received when she called the studio to check on the status of her order. The studio manager will also talk with his team in regards to those inexcuseable responses Ms. [redacted]s received.
I have been informed by our customer service representative that they found the image of Ms. [redacted]' daughter and put a rush on the order and requested the order be shipped to Ms. [redacted] by November 22, 2016. The customer service representative has also processed a credit card...
refund in the amount of $48.15 for the inconvenience Ms. [redacted] experienced. Our customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
Per a telephone conversation with our customer service representative in this territory, she...
informed me that when she initially spoke to Mr. [redacted], she explained the different picture packages that were available and also explained the ordering process, etc. She informed Mr. [redacted] that if a parent ordered a picture package that included a class picture, they would receive a class picture. But, not every picture package available for purchase includes a class picture. It all depends on the picture package you order as to whether or not you receive a class picture. Once the customer service representative sent out a class picture for Mr. [redacted] she informed me that she later decided she would send out a class picture for every child in Mr. [redacted]'s son's class. Because that school is currently on spring break, the customer service representative is waiting until school is back in session before having the order shipped to the school. Therefore, the school should expect to receive the order on or about April 8, 2016.
Initial Business Response /* (1000, 5, 2015/12/17) */
Our customer service representative has contacted Ms. [redacted] to inform her that the order shipped from our lab yesterday and Ms. [redacted] should expect to receive it by the end of this week or early next week. Our customer service...
representative will contact Ms. [redacted] next week to confirm receipt of the order.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the pictures in the mail 12/18/2015. Thank you
I have been informed by our customer service representative that they attempted to reach Mr. [redacted] yesterday but were unsuccessful. The customer service representative left a voice mail message along with contact information. Mr. [redacted] returned the call later that...
same day and advised the customer service representative that he had received the portrait order and stated that he needed no further assistance at this time. I have also been informed by our customer service representative that a full refund in the amount of $51.50 was credited to Mr. [redacted]'s account, which may take approximately 3 to 6 days to show up on his account.
I have been informed by our customer service representative that they have contacted our lab and the lab sent customer service a copy of the high resolution image. Customer service has forwarded that image to Ms. [redacted] along with a copyright release. Customer service has also confirmed...
with Ms. [redacted] that she received the image and the release.
Initial Business Response /* (1000, 5, 2015/10/09) */
Our District Operations Manager (DOM) has informed me that she sent an email to Ms. [redacted] and also left her a voice mail message apologizing that she was unable to locate an individual image of Ms. [redacted]'s son. The DOM also explained that...
sometimes a child is unable to sit for the camera because they become frightened or emotional and, therefore, the photographer is unable to get them to relax enough to be photographed. The DOM advised Ms. [redacted] that if she did not receive a copy of her son's class picture another one could be reproduced and shipped to her. Because of the frustrations Ms. [redacted] experienced, the DOM emailed Ms. [redacted] a JCPenney studio and Target studio coupon so that Ms. [redacted] could schedule an individual or family portrait sitting if she wanted to.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company should have informed the parent that the child's pictures were not taken at the date of the photoshot. Instead, the parent ran around endlessly between the various inviduals within the organization trying to locate the pictures of the child three months after the fact. The organization is in the business of taking children's pictures and mistakes like that should not happen. Coupon for JC Penney which is NOT in our area was offered. Coupon for Target which IS in the area was NOT offered.
Final Business Response /* (4000, 9, 2015/10/27) */
Our District Operations Manager has had several conversations with Ms. [redacted]. No image of her child has been found. The Operations Manager and Ms. [redacted] have agreed on a $50.00 VISA gift card to resolve this matter. The card is being sent directly to Ms. [redacted] via UPS and Ms. [redacted] should expect to receive the card within the next few days.
Initial Business Response /* (1000, 5, 2015/11/11) */
Our customer service representative has informed me that they have left several voice mail messages for Mr. [redacted] and also a direct number to call back to, but they have not yet heard from Mr. [redacted]. In order to resolve this matter, customer...
servidce needs to speak to Mr. [redacted] to obtain additional information.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave the terms of what I was seeking. I do not want a phone call. If you want to contact me you can reach me at [redacted]@sbcglobal.net
Final Business Response /* (4000, 9, 2015/11/16) */
I called Mr.[redacted] on 11/13 before I had seen the request of not phoning him. He did talk to me and by this time the customer had received his order. He was still not happy with the time frame the delivery carrier took to deliver the order. Due to this I credited Mr. [redacted] 30% of her order as a discount. He was discounted $27.30 to his credit card on 11/14. Customer advised me he was satisfied with the resolution.
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]7, and find the resolution is satisfactory to me.
Regards,
[redacted]
I have been informed by our customer service representative that they are placing an order for a hard cover yearbook for Ms. [redacted]. The order should be complete on or about June 14th. Once complete, the order will be reviewed and then shipped directly to Ms. [redacted]. Our...
customer service representative will follow up with Ms. [redacted] in approximately two weeks to confirm receipt and satisfaction of the yearbook.
Final Consumer Response /* (2000, 5, 2015/11/30) */
This is to inform you that Lifetouch has contacted me. I received two sets of pictures and a full refund. I am satisfied with the resolution. Thank you for your time, Happy Thanksgiving.
Initial Business Response /* (1000, 5, 2015/09/30) */
I have been informed by our customer service representative that a Shutterfly promotion code that does not expire until 12-31-15 was provided to [redacted]. A 3-image CD was also offered to [redacted] for any inconvenience. ...
Our customer service representative will follow up with [redacted] in a few days to confirm receipt of the CD.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Matthew [redacted] who, not only considered my complaint carefully, but he had done research into the matter beforehand. He offered a new code as well as a complimentary disc with images. Mr. [redacted] not only remedied the matter at hand, but he also expressed the company's appreciation of my business.
Initial Business Response /* (1000, 5, 2015/09/11) */
I've been informed by our customer service representative that on September 8th, two attempts were made to contact Ms. [redacted] and another attempt was made on September 9th. The representative left voice mail messages with the contact information...
for Ms. [redacted] to call back. As of this date, Ms. [redacted] has not returned the calls. In order to resolve this matter, we need to speak with Ms. [redacted] to obtain additional information regarding her portrait order.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned their phone calls on several occasions to the number they said I need to contact. Only to never reach a live person, all it does is go a a automated message like voicemail where I leave a message and they say someone will call you back. Just like when I emailed them 4 different times all I ever got was a automated response. Never a live person to talk to. I don't know how they expect a response when I can never reach a live person.
Final Consumer Response /* (3000, 12, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned every call Lifetouch has made, they only call during my work hours so I am not able to answer. I have left several messages on their machines asking them what their hours are and when a better time would be to reach a live person only to get no response. The one time I did reach a live person I asked for the lady that left me messages (Renita & Katie in the excalations dept) and she acted like she had no idea who they were or how to reach the escalation dept. She then gave me a 3rd number to call which only gave me a answering machine. I left a message for someone to call and no one has. I have left several messages at 3 different numbers. Like I said in previous complaints I have emailed them as well and all I get back is a generic response saying "someone will be in touch" and then nothing. My email is [redacted]@msn.com I am available after 5pm Central time Mon-Fri and anytime Saturday & Sunday. To date I have not been able to reach a live person (except the one time) to resolve this issue. I can now see why our school as a whole has discontinued using Lifetouch photography. The customer service is horrible. They've had my money for over year now and I still don't have my pictures and still can't reach a live person when I call.
Final Business Response /* (4000, 17, 2015/10/29) */
This morning I have been informed from our customer service representative that they received an email from Ms. [redacted] giving them the information needed in order to resolve this matter. With the information received, a portrait package was made and has been shipped directly to Ms. [redacted]. Ms. [redacted] should expect to receive the portrait package on October 30th.
I have been informed by our customer service representative that when they contacted Ms. [redacted], she was aware that the reorder that she placed had shipped on November 30, 2016. The customer service representative also informed Ms. [redacted] that a refund in the amount of $34.90 had been...
processed to their credit card. Our customer service representative will follow up with Ms. [redacted] later this week to confirm receipt of the package.
I have been informed by our customer service representative that they have contacted Ms. [redacted] and apologized for the difficulty with her sit session. The customer service representative informed Ms. [redacted] they were going to refund her the $35 sit fee and also supply her with the information...
she would need to go online and view/order her photos. She was also given a 40% off promotion coupon to use on any order she places.
[redacted]RE: My most recent contact with Revdex.com..My contact with you told me that you would stop by my place [redacted] within two weeks. I waited those two weeks and THE BAG was not delivered. However, on Sunday, IT WAS DELIVERED.I live at: [redacted] [redacted] [redacted]Please reopen this case and contact GATEHOUSE MEDIA OHIO HOLDINGS II, INC. regarding this caseIt's all in God's Hands, [redacted]
Initial Business Response /* (1000, 5, 2015/04/14) */
I talked to Mr. [redacted] this afternoon and apologized. I explained that this studio had only a four day notice that they were closing. I sent Mr. [redacted] my contact information so he can forward me a copy of the order and the receipt. I will...
reprint his order and ship it to his home, and I am sending him a refund check for the order. He was pleased with this resolution.