Initial Business Response /* (1000, 5, 2015/06/08) */
I would genuinely like to assist/and gladly take care of this person. Although there is not enough information for me to assist them. I only take care of schools in Kansas. By the address given from the consumer, it shows their are in Atlanta...
GA. I don't have access to those schools, only the ones in Kansas. You will probably have to do more research on your part in send to this to the appropriate location/state.
Thanks for your time,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is about an order placed thru Lifetouch's company website, http://photogifts.lifetouch.com/.
Final Business Response /* (4000, 9, 2015/06/15) */
I have been informed by our customer service representative that the reason we did not deliver (or produce) Mr. [redacted]'s original order was because one of the images was from over a year ago and access to it had expired. Lifetouch has since been able to produce the image and all CDs have been processed and shipped to Mr. [redacted]. In fact, Mr. [redacted] contacted our customer service department today to inform them that he has received his order. A full refund is also going to be processed for the inconvenience that was caused Mr. [redacted].
Our customer service representative has contacted Ms. [redacted] and has obtained the necessary information from her in order to retrieve and review her portrait order. A request has been submitted to reprint Ms. [redacted]'s order and to have it shipped (expedited) directly to...
her. A request has also been submitted requesting a full refund for the inconvenience Ms. [redacted] has experienced. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the order.
I have been advised by our guest services account executive that she has tried to contact Ms. [redacted] via telephone and email but has not heard back from Ms. [redacted]. The account executive advised me that they have offered Ms. [redacted] the package she has, which is ten sheets and they are also...
sending her a JCPenney coupon for a free session and the choice of a free 10x13 or smaller sheet of her children.
Initial Business Response /* (1000, 10, 2016/01/13) */
Thank you for forwarding the above mentioned complaint to our attention. Lifetouch is committed to investigating and resolving any issues brought forward in a timely and professional manner.
Our investigation showed that this customer placed...
an order for pictures online and selected a horizontal layout. The customer emailed our customer service department and a reprint was entered using a vertical layout on Jan. 8, 2016.
On January 12, 2016, we contacted the customer by phone to review her concerns. She indicated that she had already contacted us by email. We advised that a reprint was in production and would be shipped to her shortly.
On January 13, an order was printed and shipped to the customer's home. An email was sent to the customer advising that the order was shipped.
We feel that this situation has been resolved. Please feel free to contact me should you have any further questions.
I have been informed by our customer service representative that on November 29th he spoke with Ms. [redacted] and offered her a refund for the sitting fee or in the alternative, an order could be placed (at a heavily discounted rate). Ms. [redacted] stated she would have to talk to her daughter and look over the photos and look at the different photo packages and options and then get back to the customer service representative. As of this date, the customer service representative has not yet heard back from Ms. [redacted].
I have been informed by our customer service representative that they have spoke with Ms. [redacted] and discussed her concerns. A reprint order is in the process with requested retouching to be completed at no extra charge. Delivery of the reprint is being expedited to be delivered by on or...
about 10-24-16. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the order.
I have been informed by our customer service representative that they have contacted Ms. [redacted]' and informed her that they received an update from the Lifetouch finance department and the finance department was able to work out the issue with Ms. [redacted]'s bank and the proper refund amount will be...
going back into Ms. [redacted]'s account in the next two business days.
We contacted Mr. [redacted] to discuss this issue. We apologized for all of the problems that they have had. We have confirmed that a replacement order has been put in and a request has been placed for it to be rushed to their home.
We contacted Mrs. [redacted] to discuss this situation and to apologize for the confusion it had caused. We let them know that we are required to process the refund how it had been paid. Since this was a credit card charge we had to refund that credit card. We also explained that the banking...
institution that the card was through was required to make those funds available to her.Mrs. [redacted] thanked us for the better explanation of the process and stated that she was going to contact her bank. If there is anything further we can do to be of assistance we would be happy to do so.
RE: [redacted] [redacted] [redacted] Complaint #[redacted] Please accept this as confirmation that we received the complaint from [redacted] regarding his digital access issues and...
his request for compensation. In reviewing Mr. [redacted]’s complaint and account, he stated he was having difficulty in accessing his digital subscription via his iPhone in late 2017. It worked at times, but not on a consistent basis. Mr. [redacted] states he tried to reach customer service and eventually spoke with someone 1-20-18 and the issues were resolved completely. We apologize that they were not resolved sooner and understand the frustration he experienced. The digital edition is included in the home delivery packages, and Mr. [redacted] believes he deserves compensation for the time he was not able to access his account via his iPhone. We are happy to do this and have applied a credit for two months of service to his account. We hope this is satisfactory to Mr. [redacted] and appreciate that he has brought this to our attention. If Mr. [redacted] should experience further issues of any kind we will be happy to assist him. He can email directly to [redacted] where his email will be forwarded to the correct department. Thank you and if there are any additional concerns please let us know.
Complaint # [redacted]Please accept this as confirmation that we are in receipt of the complaint from [redacted] regarding her billing and delivery issues. Ms. [redacted] had purchased a subscription for her friend at [redacted] She faithfully pays his subscription in advance for...
a period of 13 weeks at a time. When making a recent payment she was given the expiration date of 10-29-17 for the account.In May 2017 there was a price increase on the account. Ms. [redacted] was not aware of this at the time. When she received the bill, she contacted customer service who reduced the rate to the previous one she had been paying. Unfortunately, the difference in the amount that had been charged during the price increase was not credited back to the account. In addition, the account had been debited for paper invoice charges. When Ms. [redacted] contacted customer service she was told that she would not receive any papers past 10-15-17.This resulted in Ms. [redacted]’s Revdex.com complaint as she believed she should receive three more Sunday papers that she had originally paid for in good faith. I spoke with Ms. [redacted] today and apologized for the inconvenience and misunderstanding this has caused. We reached a resolution as follows: Credit for the days the account was charged at the higher rate has been applied. Credit was also applied for the paper invoice charges. This action will extend the subscription for an additional three weeks as requested. The account has been restarted for 10-22-17 and will stop 11-12-17. At this time Ms. [redacted] prefers not to continue with this subscription past that time. She has been provided with my direct number should she wish to discuss anything further. This resolution was agreeable to Ms. [redacted]. If you should need any further information pleas contact me. Thank you.
We attempted to contact the customer by phone but we were not able to get in touch with them. We were however able to make contact through email. We informed them that we have looked into this and there is nothing wrong with the order that they made for the class picture, the picture has just not...
finished production. We explained that with this type class photo we use the individual photos of all the students to make up the classrooms. We do not even start working on the class photo until the retake day is done so that we can make sure that all the students are photographed. After that there is a long verification process that we go through with the schools to make sure we have the correct spelling of names and that the students are placed in the correct class. Because of how much goes into this our class pictures are usually not delivered to the school until Spring time.For this school we just received back the cards that we sent to the school to confirm the students at the beginning of this month. We are currently in the process of putting all the class pictures together and hope to have it out soon.
We contacted Mr. [redacted] and after receiving their student's information we were able to find their photo. We put in a replacement for the missing order and upgraded the package with two extra sheets. We are having this order rushed to Mr. [redacted] home. For the inconvenience of this we apologized to the...
customer and processed a full refund of $19.08 to the Mr. [redacted]'s PayPal account.
Complaint #12515400 Please accept this as confirmation that we are in receipt of Mr. [redacted]’s complaint regarding “The Bag” delivery. We forwarded the complaint to that department and below is the response: Dear Mr. [redacted], In response to your complaint with the Better Business...
Bureau in regards to the unsolicited delivery of the The Bag, I do apologize for this continued issue. We do provide any DND requests to the Independent Contractor on each route. This is updated and provided to the Contractor each week. I have asked the manager to contact the Independent Contractor who delivers your route to ensure they understand this request and it is followed. The District Manager will stop by your address each week for the next few weeks to ensure that the request has been followed. If a Bag is still found, they will pick it up and take additional corrective action with the Independent Contractor. Again, I do apologize. Best Regards, Andrea L[redacted] Alternate Product Customer Service Supervisor The Bag Thank you for allowing us to address this consumer’s concerns. If we can be of further assistance please let us know.
Dear Mr. [redacted],
Please accept this
as confirmation that we are in receipt of your complaint to the
Better Business...
Bureau regarding billing and collection issues. We
sincerely apologize for the misunderstandings and frustration that this situation
has caused you. It is our goal to provide customers with prompt and
efficient service; in your case, we failed to do so.
Your account had been
stopped on 12-9-15, and you did pay the outstanding amount due as you indicated
in your complaint. When that payment was applied to your account, our system
generated an automatic restart which resulted in continued delivery and accrued
charges. This was completely our error, and again, we apologize.
As requested, a credit
has been placed on your account in the amount of $43.10 which brings the
account to a zero balance. Should you receive any additional bills, please
disregard them. In addition, we have placed a Do Not Call on your account. We
hope this is agreeable to you, and shows our continued commitment to our
subscribers.
Should you have any
further questions or concerns, please contact me directly at xxxxxxxxxxx.
Thank you.
RE: [redacted] [redacted] [redacted] Complaint # [redacted] Please accept this as confirmation that we received the complaint from your office regarding [redacted] and her billing and collection...
issues. Ms. [redacted] was upset about various charges on her account and the explanations she had been given when speaking with customer service.It was evident in reviewing her account and complaint that she had tried to resolve these issues but was not provided the complete information that was needed to address her concerns.I spoke with Ms. [redacted] on 1-19-18 and apologized for the delay in response. Ms. [redacted] and I went over her complaint and account in detail. The necessary credits and adjustments were made to her account, and where the charges and discrepancies had occurred were addressed and explained to her satisfaction.Ms [redacted] was appreciative of the phone call and satisfied with the resolution we agreed upon. She has my direct number should there be any future concerns she would like to discuss.We consider this matter resolved and appreciate the opportunity to address it.
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.However they have not spoken with me direct!y. They have attempted contact and I did receive my pictures before school ended, on the last day.
Complaint: 11291839
I am rejecting this response because:Lifetouch is quick to blame everyone else and not take responsibility. The representative Christine did not explain the packages to me. In fact if she did, she would know that ALL of the packages do include a class photo (see attachment - order form). The e-mail chain I attached shows the replies since the first e-mail they answered. 2/4/16 my e-mail that our school did not receive the class photos (everyone got a paper saying it was coming soon this was in October). 2/4/16 Lifetouch's response that it was being mailed that day. Very convenient. 3/1/16, my e-mail that it was still not received. 3/1/16 Lifetouch's e-mail that the school is holding onto them. I did call the principal and they never received them. They only got a special album for the principal. I then had my call with Christine who said she would send me my child's photo, but did not address the rest of the school and said it was sent on 2/4/16. Now the last response from Lifetouch is that they are sending my son's class their photos. Here is the major miscommunication...the local Lifetouch sent the class photos to the whole school on 3/17/16 along with the Spring photo collection. If they claim it was already sent, why after all of my inquiries and their denials did the whole school get their class photos? They are also saying not every package gets one. Why is the printed material to the contrary? I am glad we finally got the photos, but the constant not taking responsibility and blame is not a way to do business. Does Lifetouch believe the customer is always right? I think not.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/08/13) */
Customer's Visa Card has been credited in the full amount of $240.53 on 8/6/15. Customer did return her full order to Lifetouch for a refund. Customer did ask for a callback from the manager. During the month of July the manager was sharing...
customer requests with others and somehow this customer slipped through the cracks. I have attempted to call the customer to apologize and have had to leave voicemails. I am sending her a CD of her images at no charge to let her know we are sorry for this error in handling her account. Copy of the apology letter is attached.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/08) */
I would genuinely like to assist/and gladly take care of this person. Although there is not enough information for me to assist them. I only take care of schools in Kansas. By the address given from the consumer, it shows their are in Atlanta...
GA. I don't have access to those schools, only the ones in Kansas. You will probably have to do more research on your part in send to this to the appropriate location/state.
Thanks for your time,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is about an order placed thru Lifetouch's company website, http://photogifts.lifetouch.com/.
Final Business Response /* (4000, 9, 2015/06/15) */
I have been informed by our customer service representative that the reason we did not deliver (or produce) Mr. [redacted]'s original order was because one of the images was from over a year ago and access to it had expired. Lifetouch has since been able to produce the image and all CDs have been processed and shipped to Mr. [redacted]. In fact, Mr. [redacted] contacted our customer service department today to inform them that he has received his order. A full refund is also going to be processed for the inconvenience that was caused Mr. [redacted].
Our customer service representative has contacted Ms. [redacted] and has obtained the necessary information from her in order to retrieve and review her portrait order. A request has been submitted to reprint Ms. [redacted]'s order and to have it shipped (expedited) directly to...
her. A request has also been submitted requesting a full refund for the inconvenience Ms. [redacted] has experienced. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the order.
I have been advised by our guest services account executive that she has tried to contact Ms. [redacted] via telephone and email but has not heard back from Ms. [redacted]. The account executive advised me that they have offered Ms. [redacted] the package she has, which is ten sheets and they are also...
sending her a JCPenney coupon for a free session and the choice of a free 10x13 or smaller sheet of her children.
Initial Business Response /* (1000, 10, 2016/01/13) */
Thank you for forwarding the above mentioned complaint to our attention. Lifetouch is committed to investigating and resolving any issues brought forward in a timely and professional manner.
Our investigation showed that this customer placed...
an order for pictures online and selected a horizontal layout. The customer emailed our customer service department and a reprint was entered using a vertical layout on Jan. 8, 2016.
On January 12, 2016, we contacted the customer by phone to review her concerns. She indicated that she had already contacted us by email. We advised that a reprint was in production and would be shipped to her shortly.
On January 13, an order was printed and shipped to the customer's home. An email was sent to the customer advising that the order was shipped.
We feel that this situation has been resolved. Please feel free to contact me should you have any further questions.
I have been informed by our customer service representative that on November 29th he spoke with Ms. [redacted] and offered her a refund for the sitting fee or in the alternative, an order could be placed (at a heavily discounted rate). Ms. [redacted] stated she would have to talk to her daughter and look over the photos and look at the different photo packages and options and then get back to the customer service representative. As of this date, the customer service representative has not yet heard back from Ms. [redacted].
I have been informed by our customer service representative that they have spoke with Ms. [redacted] and discussed her concerns. A reprint order is in the process with requested retouching to be completed at no extra charge. Delivery of the reprint is being expedited to be delivered by on or...
about 10-24-16. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the order.
I have been informed by our customer service representative that they have contacted Ms. [redacted]' and informed her that they received an update from the Lifetouch finance department and the finance department was able to work out the issue with Ms. [redacted]'s bank and the proper refund amount will be...
going back into Ms. [redacted]'s account in the next two business days.
We contacted Mr. [redacted] to discuss this issue. We apologized for all of the problems that they have had. We have confirmed that a replacement order has been put in and a request has been placed for it to be rushed to their home.
We contacted Mrs. [redacted] to discuss this situation and to apologize for the confusion it had caused. We let them know that we are required to process the refund how it had been paid. Since this was a credit card charge we had to refund that credit card. We also explained that the banking...
institution that the card was through was required to make those funds available to her.Mrs. [redacted] thanked us for the better explanation of the process and stated that she was going to contact her bank. If there is anything further we can do to be of assistance we would be happy to do so.
RE: [redacted] [redacted] [redacted] Complaint #[redacted] Please accept this as confirmation that we received the complaint from [redacted] regarding his digital access issues and...
his request for compensation. In reviewing Mr. [redacted]’s complaint and account, he stated he was having difficulty in accessing his digital subscription via his iPhone in late 2017. It worked at times, but not on a consistent basis. Mr. [redacted] states he tried to reach customer service and eventually spoke with someone 1-20-18 and the issues were resolved completely. We apologize that they were not resolved sooner and understand the frustration he experienced. The digital edition is included in the home delivery packages, and Mr. [redacted] believes he deserves compensation for the time he was not able to access his account via his iPhone. We are happy to do this and have applied a credit for two months of service to his account. We hope this is satisfactory to Mr. [redacted] and appreciate that he has brought this to our attention. If Mr. [redacted] should experience further issues of any kind we will be happy to assist him. He can email directly to [redacted] where his email will be forwarded to the correct department. Thank you and if there are any additional concerns please let us know.
Complaint # [redacted]Please accept this as confirmation that we are in receipt of the complaint from [redacted] regarding her billing and delivery issues. Ms. [redacted] had purchased a subscription for her friend at [redacted] She faithfully pays his subscription in advance for...
a period of 13 weeks at a time. When making a recent payment she was given the expiration date of 10-29-17 for the account.In May 2017 there was a price increase on the account. Ms. [redacted] was not aware of this at the time. When she received the bill, she contacted customer service who reduced the rate to the previous one she had been paying. Unfortunately, the difference in the amount that had been charged during the price increase was not credited back to the account. In addition, the account had been debited for paper invoice charges. When Ms. [redacted] contacted customer service she was told that she would not receive any papers past 10-15-17.This resulted in Ms. [redacted]’s Revdex.com complaint as she believed she should receive three more Sunday papers that she had originally paid for in good faith. I spoke with Ms. [redacted] today and apologized for the inconvenience and misunderstanding this has caused. We reached a resolution as follows: Credit for the days the account was charged at the higher rate has been applied. Credit was also applied for the paper invoice charges. This action will extend the subscription for an additional three weeks as requested. The account has been restarted for 10-22-17 and will stop 11-12-17. At this time Ms. [redacted] prefers not to continue with this subscription past that time. She has been provided with my direct number should she wish to discuss anything further. This resolution was agreeable to Ms. [redacted]. If you should need any further information pleas contact me. Thank you.
We attempted to contact the customer by phone but we were not able to get in touch with them. We were however able to make contact through email. We informed them that we have looked into this and there is nothing wrong with the order that they made for the class picture, the picture has just not...
finished production. We explained that with this type class photo we use the individual photos of all the students to make up the classrooms. We do not even start working on the class photo until the retake day is done so that we can make sure that all the students are photographed. After that there is a long verification process that we go through with the schools to make sure we have the correct spelling of names and that the students are placed in the correct class. Because of how much goes into this our class pictures are usually not delivered to the school until Spring time.For this school we just received back the cards that we sent to the school to confirm the students at the beginning of this month. We are currently in the process of putting all the class pictures together and hope to have it out soon.
We contacted Mr. [redacted] and after receiving their student's information we were able to find their photo. We put in a replacement for the missing order and upgraded the package with two extra sheets. We are having this order rushed to Mr. [redacted] home. For the inconvenience of this we apologized to the...
customer and processed a full refund of $19.08 to the Mr. [redacted]'s PayPal account.
Complaint #12515400 Please accept this as confirmation that we are in receipt of Mr. [redacted]’s complaint regarding “The Bag” delivery. We forwarded the complaint to that department and below is the response: Dear Mr. [redacted], In response to your complaint with the Better Business...
Bureau in regards to the unsolicited delivery of the The Bag, I do apologize for this continued issue. We do provide any DND requests to the Independent Contractor on each route. This is updated and provided to the Contractor each week. I have asked the manager to contact the Independent Contractor who delivers your route to ensure they understand this request and it is followed. The District Manager will stop by your address each week for the next few weeks to ensure that the request has been followed. If a Bag is still found, they will pick it up and take additional corrective action with the Independent Contractor. Again, I do apologize. Best Regards, Andrea L[redacted] Alternate Product Customer Service Supervisor The Bag Thank you for allowing us to address this consumer’s concerns. If we can be of further assistance please let us know.
Dear Mr. [redacted],
Please accept this
as confirmation that we are in receipt of your complaint to the
Better Business...
Bureau regarding billing and collection issues. We
sincerely apologize for the misunderstandings and frustration that this situation
has caused you. It is our goal to provide customers with prompt and
efficient service; in your case, we failed to do so.
Your account had been
stopped on 12-9-15, and you did pay the outstanding amount due as you indicated
in your complaint. When that payment was applied to your account, our system
generated an automatic restart which resulted in continued delivery and accrued
charges. This was completely our error, and again, we apologize.
As requested, a credit
has been placed on your account in the amount of $43.10 which brings the
account to a zero balance. Should you receive any additional bills, please
disregard them. In addition, we have placed a Do Not Call on your account. We
hope this is agreeable to you, and shows our continued commitment to our
subscribers.
Should you have any
further questions or concerns, please contact me directly at xxxxxxxxxxx.
Thank you.
RE: [redacted] [redacted] [redacted] Complaint # [redacted] Please accept this as confirmation that we received the complaint from your office regarding [redacted] and her billing and collection...
issues. Ms. [redacted] was upset about various charges on her account and the explanations she had been given when speaking with customer service.It was evident in reviewing her account and complaint that she had tried to resolve these issues but was not provided the complete information that was needed to address her concerns.I spoke with Ms. [redacted] on 1-19-18 and apologized for the delay in response. Ms. [redacted] and I went over her complaint and account in detail. The necessary credits and adjustments were made to her account, and where the charges and discrepancies had occurred were addressed and explained to her satisfaction.Ms [redacted] was appreciative of the phone call and satisfied with the resolution we agreed upon. She has my direct number should there be any future concerns she would like to discuss.We consider this matter resolved and appreciate the opportunity to address it.
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.However they have not spoken with me direct!y. They have attempted contact and I did receive my pictures before school ended, on the last day.
Complaint: 11291839
I am rejecting this response because:Lifetouch is quick to blame everyone else and not take responsibility. The representative Christine did not explain the packages to me. In fact if she did, she would know that ALL of the packages do include a class photo (see attachment - order form). The e-mail chain I attached shows the replies since the first e-mail they answered. 2/4/16 my e-mail that our school did not receive the class photos (everyone got a paper saying it was coming soon this was in October). 2/4/16 Lifetouch's response that it was being mailed that day. Very convenient. 3/1/16, my e-mail that it was still not received. 3/1/16 Lifetouch's e-mail that the school is holding onto them. I did call the principal and they never received them. They only got a special album for the principal. I then had my call with Christine who said she would send me my child's photo, but did not address the rest of the school and said it was sent on 2/4/16. Now the last response from Lifetouch is that they are sending my son's class their photos. Here is the major miscommunication...the local Lifetouch sent the class photos to the whole school on 3/17/16 along with the Spring photo collection. If they claim it was already sent, why after all of my inquiries and their denials did the whole school get their class photos? They are also saying not every package gets one. Why is the printed material to the contrary? I am glad we finally got the photos, but the constant not taking responsibility and blame is not a way to do business. Does Lifetouch believe the customer is always right? I think not.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/08/13) */
Customer's Visa Card has been credited in the full amount of $240.53 on 8/6/15. Customer did return her full order to Lifetouch for a refund. Customer did ask for a callback from the manager. During the month of July the manager was sharing...
customer requests with others and somehow this customer slipped through the cracks. I have attempted to call the customer to apologize and have had to leave voicemails. I am sending her a CD of her images at no charge to let her know we are sorry for this error in handling her account. Copy of the apology letter is attached.
Initial Consumer Rebuttal /* (2000, 12, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 11, 2015/09/28) */
9/29/15 Received collage in the mail. Thank You.