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. I do hope that Lifetouch trains its Customer Service better in LISTENING to its customers complaints...rather then shuffling them to the side, after 4 folks, then finally a response...too bad.
Initial Business Response /* (1000, 5, 2015/11/23) */
[redacted] sit is [redacted]. She was photographed on 9/12/15. Her order shipped on 9/24/15. Her receipt does state no glass is included in the frames as well as stating to contact us within 30 days for any issues. She never contacted us at....
The customer just filed the Revdex.com complaint. I have attempted to contact this customer and have left her a message with my direct number to call me back. Although it has been more than the 30 days if she would like to return her product for a refund we will certainly issue her a refund. This particular product has the trio portrait and the frame together as one price so to receive a refund she would need to return the entire product. We do not refund unless the product is returned. I left my direct number of [redacted] for Ms. [redacted] to return my call so we can take care of this for her.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact you via "Contact Us" on your website within two weeks of receiving the portraits, but no one responded to me. I waited as I know you probably get many contacts and then I decided to file a complaint through Revdex.com.
As you said, you attempted to contact me- once- today- probably minutes before answering this complaint. I was at work and did not receive your message until 6pm this evening.
I do not want to return the photos as I like them. What I want is for Lifetouch to protect my purchase with a piece of glass. I have never heard of someone providing a frame and no glass. This should have been disclosed by your sales rep as I would have just purchased the photo and bought my own frame with glass.
I purchase many photos from Lifetouch each year through schools for my kids and church. I have never framed one before. I will not be purchasing anything through Lifetouch again and will let everyone I know what has happened here. I am also very involved in my church and will speak to the people in charge about this matter.
You have not made this customer happy.
Final Business Response /* (4000, 9, 2015/12/10) */
I have been in contact with Mrs. [redacted] again and the only solution in her mind continues to be for
us to send her a piece of glass for her large portrait. We have never had glass on our portraits and do not promote the use of glass so I am unable to send her glass. I am, however, to help solve her problem, refunding her the cost of her framed portrait at $125.00 back to her credit card. Mrs. [redacted] seems to be satisfied with this solution.
Diane [redacted]
Final Consumer Response /* (2000, 11, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/22) */
I have been informed by our customer service representative that they have spoken with Mr. [redacted] and Mr. [redacted] confirmed that he has received the portraits. Mr. [redacted] also received a credit card refund in the amount of $34.
Initial Business Response /* (1000, 30, 2015/11/30) */
Ref: Case# [redacted]
November 25, 2015
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 ordered school pictures after the original picture date and was charged our normal shipping and handling fee for direct mail to her home. All orders placed prior to picture day do not incur shipping & handling charge as they are bulk shipped to the school for distribution.
On November 24, I contacted our customer by phone to thank her for her comments. I assured her I would forward her comments to improve the communication on our order form regarding the additional shipping charge to our Marketing team. I also offered to refund the $7.50 shipping charge that she had paid when placing her order. The customer seemed satisfied with the resolution. The refund was processed back to her credit card on November 25.
We feel that this situation has been resolved. Please feel free to contact me should you have any further questions.
Sincerely,
Lucille [redacted]
Operations Centre Manager
Lifetouch Canada
(204)[redacted]
I have been informed by our customer service representative that he contacted Ms. [redacted] to let her know that he was trying to reach the local territory to see if in-studio retakes are possible. Ms. [redacted] told the customer service representative that she no longer wanted to go...
to the studio for retakes and that she was happy with the $54 refund that was being processed.
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. I look forward to receiving my order, and will be in touch if there are any further issues with regard to this complaint. Thank you.
Initial Business Response /* (1000, 5, 2016/01/07) */
I have been informed by our customer service representative that they have contacted Ms. [redacted] and apologized that she has not received her daughter's portraits. The representative emailed Ms. [redacted] the portrait ID and access code so that Ms....
[redacted] could go online and view her daughter's image and select the background. A check refund in the amount of $43 has been processed and will be sent directly to Ms. [redacted]. Also, her order has been upgraded to include the hi-res digital images. Unfortunately, because Ms. [redacted] has a P.O. Box number and not a street address, we are unable to ship her order via expedited service. The customer service representative will check back with Ms. [redacted] in a week to confirm Ms. [redacted] has received the order and her refund.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/04) */
I have been informed that customer service received confirmation from Ms. [redacted] that she has received the portraits, a digital download and also a refund. Ms. [redacted] is pleased with the resolution of this matter.
Initial Consumer Rebuttal...
/* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Pictures were sent and order was refunded.
Our Preschool division reports that they have reached out to Mrs. [redacted] and the Account Specialist has worked with them to get the missing proof sent.
I have been informed that initially the territory thought the check had not yet been processed so they were going to try and pull the check back. Unfortunately, the check had been run and was at collection. However, I have been advised that the check has since been removed...
from collection and there will be no further efforts made to collect. Also, Lifetouch does not report to credit agencies so Ms. [redacted]' credit will not be impacted.
Initial Business Response /* (1000, 5, 2015/11/23) */
I have been informed by our customer service representative that Alex [redacted]'s order was delivered to the school the day this complaint was filed. The customer service representative has since had the portrait order reshipped again to the...
school. On November 20th, our customer service representative left a voicemail message for Alex [redacted] informing Alex that the order was reshipped. The representative also left her contact information for Alex. The customer service representative will confirm on November 24th whether or not the order was received.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the order on 11/23 so we can consider this matter closed. On the side note, this entire situation could have been avoided if Lifetouch customer service was more responsive to the inquiries. I attempted to contact customer service via lofetouch web-site on Nov 12th and then spent 30 min on hold without ever reaching representative on Nov 16th in attempt to find out the status of the order.
I have been informed by our customer service representative that Ms. [redacted] returned their call over the weekend and left a message that she would prefer to be contacted by email. The customer service representative emailed Ms. [redacted] to inform her that the territory has an available date to do...
a picture retake in the studio. A refund in the amount of $44.00 has also been processed for the inconvenience caused. Customer service will await an answer from Ms. [redacted] and then assist her in getting the retake scheduled, if that is what she chooses.
Response to this complaint [redacted] for [redacted] Lifetouch reference number: [redacted] I spoke with Mrs. [redacted] on 10/12/16. She was unhappy with the portrait order because she did not understand why the images were smaller than 5x7 or 8x10 size and it was because she ordered a border...
around the images. She had upgraded to Premier finish and ordered frames with the portraits. Our portraits do not arrive “in the frames” just with them so she was not expecting that. I offered to remake the order for Mrs. [redacted] and remove the borders and premier finish and the frames but she wanted to just return the full order for a refund. I advised her she could return the order and when we receive them we will issue her refund of $407.67. Mrs. [redacted] said she did not trust that we would refund her if she returned the portraits first and then she would have nothing to show. I agreed to go ahead and initiate the refund first and if she did not return the order after she received the refund check she would be billed for the order. She was happy with this resolution. I have initiated the refund and a check will be mailed on 10/19 to her. Checks are sent from a refund report that goes to our corporate office once a week. Resolved by: Diane [redacted] Guest Services Manager Diane [redacted] I Guest Services Manager I d[redacted]@lifetouch.com Lifetouch Church Directories and Portraits I Lifetouch Preschool Portraits I [redacted] Galion, Ohio 44833 I ###-###-#### I www.lifetouch.com
Initial Business Response /* (1000, 5, 2016/01/04) */
Customer service has informed me that this matter was handled on December 17, 2015. They spoke with Mr. [redacted] and he confirmed receipt of the product. Customer service wanted to issue Mr. [redacted] a refund but he declined since he had received the...
product. Mr. [redacted] is satisfied with the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept, as I finally received the product. However, I will advise them to highlight the long processing time for products better on their website.
On November 28, 2016 I was advised by our customer service representative that they contacted Ms. [redacted] and informed her that a 15% credit ($46.01) had been applied to her credit card for the inconvenience caused by the delay in receiving the proofs. The customer service representative also...
offered to resend the wallets with one of our other personalization options. Ms. [redacted] wants to view these other options online and will get back to the customer service representative with her decision. I've been informed by our customer service representative that they have left messages for Ms. [redacted] to see if she had made any decision but as of December 2, 2016 they have not yet heard back from Ms. [redacted]. They will continue reaching out to Ms. [redacted] to see what she decides.
I have been informed by our customer service representative that they have all the images together and have confirmed with Ms. [redacted] that she has the access code to view the images online. The proofs are being expedited to Ms. [redacted] and she should have them by 10-24-16. A...
50% off discount has also been extended to Ms. [redacted] when she is ready to call and place her order. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the proofs.
I have been informed by our customer service representative that they left a voice mail message for Ms. [redacted] to inform her that our records showed that her order for digital images had been sent. Ms. [redacted] did return the call and confirmed that she had received the digital images...
We contact Mr. [redacted] and apologized for all the issues they have been having in getting their student's photos. We pulled up the image that we had in the system and email that to them and they were able to confirm that it was the correct image. We have put in for an order to be sent to us at the...
National Contact Center so we can inspect the photos to be sure that they are the correct ones and then we will express mail them to Mr. [redacted]. Per the tracking on the order it is scheduled to arrive her by tomorrow 12/29/17 by the end of day. We have also processed a full refund of $68 for the inconvenience.
We contacted Mrs. [redacted] and apologized for the delay in receiving their order. We have coordinated with the local studio regarding this issue and the order is being rushed to the studio so that Mrs. [redacted] can pick it up from there. We have also processed an additional 15% refund on the...
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. I do hope that Lifetouch trains its Customer Service better in LISTENING to its customers complaints...rather then shuffling them to the side, after 4 folks, then finally a response...too bad.
Initial Business Response /* (1000, 5, 2015/11/23) */
[redacted] sit is [redacted]. She was photographed on 9/12/15. Her order shipped on 9/24/15. Her receipt does state no glass is included in the frames as well as stating to contact us within 30 days for any issues. She never contacted us at....
The customer just filed the Revdex.com complaint. I have attempted to contact this customer and have left her a message with my direct number to call me back. Although it has been more than the 30 days if she would like to return her product for a refund we will certainly issue her a refund. This particular product has the trio portrait and the frame together as one price so to receive a refund she would need to return the entire product. We do not refund unless the product is returned. I left my direct number of [redacted] for Ms. [redacted] to return my call so we can take care of this for her.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact you via "Contact Us" on your website within two weeks of receiving the portraits, but no one responded to me. I waited as I know you probably get many contacts and then I decided to file a complaint through Revdex.com.
As you said, you attempted to contact me- once- today- probably minutes before answering this complaint. I was at work and did not receive your message until 6pm this evening.
I do not want to return the photos as I like them. What I want is for Lifetouch to protect my purchase with a piece of glass. I have never heard of someone providing a frame and no glass. This should have been disclosed by your sales rep as I would have just purchased the photo and bought my own frame with glass.
I purchase many photos from Lifetouch each year through schools for my kids and church. I have never framed one before. I will not be purchasing anything through Lifetouch again and will let everyone I know what has happened here. I am also very involved in my church and will speak to the people in charge about this matter.
You have not made this customer happy.
Final Business Response /* (4000, 9, 2015/12/10) */
I have been in contact with Mrs. [redacted] again and the only solution in her mind continues to be for
us to send her a piece of glass for her large portrait. We have never had glass on our portraits and do not promote the use of glass so I am unable to send her glass. I am, however, to help solve her problem, refunding her the cost of her framed portrait at $125.00 back to her credit card. Mrs. [redacted] seems to be satisfied with this solution.
Diane [redacted]
Final Consumer Response /* (2000, 11, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/22) */
I have been informed by our customer service representative that they have spoken with Mr. [redacted] and Mr. [redacted] confirmed that he has received the portraits. Mr. [redacted] also received a credit card refund in the amount of $34.
Initial Business Response /* (1000, 30, 2015/11/30) */
Ref: Case# [redacted]
November 25, 2015
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 ordered school pictures after the original picture date and was charged our normal shipping and handling fee for direct mail to her home. All orders placed prior to picture day do not incur shipping & handling charge as they are bulk shipped to the school for distribution.
On November 24, I contacted our customer by phone to thank her for her comments. I assured her I would forward her comments to improve the communication on our order form regarding the additional shipping charge to our Marketing team. I also offered to refund the $7.50 shipping charge that she had paid when placing her order. The customer seemed satisfied with the resolution. The refund was processed back to her credit card on November 25.
We feel that this situation has been resolved. Please feel free to contact me should you have any further questions.
Sincerely,
Lucille [redacted]
Operations Centre Manager
Lifetouch Canada
(204)[redacted]
I have been informed by our customer service representative that he contacted Ms. [redacted] to let her know that he was trying to reach the local territory to see if in-studio retakes are possible. Ms. [redacted] told the customer service representative that she no longer wanted to go...
to the studio for retakes and that she was happy with the $54 refund that was being processed.
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. I look forward to receiving my order, and will be in touch if there are any further issues with regard to this complaint. Thank you.
Initial Business Response /* (1000, 5, 2016/01/07) */
I have been informed by our customer service representative that they have contacted Ms. [redacted] and apologized that she has not received her daughter's portraits. The representative emailed Ms. [redacted] the portrait ID and access code so that Ms....
[redacted] could go online and view her daughter's image and select the background. A check refund in the amount of $43 has been processed and will be sent directly to Ms. [redacted]. Also, her order has been upgraded to include the hi-res digital images. Unfortunately, because Ms. [redacted] has a P.O. Box number and not a street address, we are unable to ship her order via expedited service. The customer service representative will check back with Ms. [redacted] in a week to confirm Ms. [redacted] has received the order and her refund.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/04) */
I have been informed that customer service received confirmation from Ms. [redacted] that she has received the portraits, a digital download and also a refund. Ms. [redacted] is pleased with the resolution of this matter.
Initial Consumer Rebuttal...
/* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Pictures were sent and order was refunded.
Our Preschool division reports that they have reached out to Mrs. [redacted] and the Account Specialist has worked with them to get the missing proof sent.
I have been informed that initially the territory thought the check had not yet been processed so they were going to try and pull the check back. Unfortunately, the check had been run and was at collection. However, I have been advised that the check has since been removed...
from collection and there will be no further efforts made to collect. Also, Lifetouch does not report to credit agencies so Ms. [redacted]' credit will not be impacted.
Initial Business Response /* (1000, 5, 2015/11/23) */
I have been informed by our customer service representative that Alex [redacted]'s order was delivered to the school the day this complaint was filed. The customer service representative has since had the portrait order reshipped again to the...
school. On November 20th, our customer service representative left a voicemail message for Alex [redacted] informing Alex that the order was reshipped. The representative also left her contact information for Alex. The customer service representative will confirm on November 24th whether or not the order was received.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the order on 11/23 so we can consider this matter closed. On the side note, this entire situation could have been avoided if Lifetouch customer service was more responsive to the inquiries. I attempted to contact customer service via lofetouch web-site on Nov 12th and then spent 30 min on hold without ever reaching representative on Nov 16th in attempt to find out the status of the order.
I have been informed by our customer service representative that Ms. [redacted] returned their call over the weekend and left a message that she would prefer to be contacted by email. The customer service representative emailed Ms. [redacted] to inform her that the territory has an available date to do...
a picture retake in the studio. A refund in the amount of $44.00 has also been processed for the inconvenience caused. Customer service will await an answer from Ms. [redacted] and then assist her in getting the retake scheduled, if that is what she chooses.
Response to this complaint [redacted] for [redacted] Lifetouch reference number: [redacted] I spoke with Mrs. [redacted] on 10/12/16. She was unhappy with the portrait order because she did not understand why the images were smaller than 5x7 or 8x10 size and it was because she ordered a border...
around the images. She had upgraded to Premier finish and ordered frames with the portraits. Our portraits do not arrive “in the frames” just with them so she was not expecting that. I offered to remake the order for Mrs. [redacted] and remove the borders and premier finish and the frames but she wanted to just return the full order for a refund. I advised her she could return the order and when we receive them we will issue her refund of $407.67. Mrs. [redacted] said she did not trust that we would refund her if she returned the portraits first and then she would have nothing to show. I agreed to go ahead and initiate the refund first and if she did not return the order after she received the refund check she would be billed for the order. She was happy with this resolution. I have initiated the refund and a check will be mailed on 10/19 to her. Checks are sent from a refund report that goes to our corporate office once a week. Resolved by: Diane [redacted] Guest Services Manager Diane [redacted] I Guest Services Manager I d[redacted]@lifetouch.com Lifetouch Church Directories and Portraits I Lifetouch Preschool Portraits I [redacted] Galion, Ohio 44833 I ###-###-#### I www.lifetouch.com
Initial Business Response /* (1000, 5, 2016/01/04) */
Customer service has informed me that this matter was handled on December 17, 2015. They spoke with Mr. [redacted] and he confirmed receipt of the product. Customer service wanted to issue Mr. [redacted] a refund but he declined since he had received the...
product. Mr. [redacted] is satisfied with the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept, as I finally received the product. However, I will advise them to highlight the long processing time for products better on their website.
On November 28, 2016 I was advised by our customer service representative that they contacted Ms. [redacted] and informed her that a 15% credit ($46.01) had been applied to her credit card for the inconvenience caused by the delay in receiving the proofs. The customer service representative also...
offered to resend the wallets with one of our other personalization options. Ms. [redacted] wants to view these other options online and will get back to the customer service representative with her decision. I've been informed by our customer service representative that they have left messages for Ms. [redacted] to see if she had made any decision but as of December 2, 2016 they have not yet heard back from Ms. [redacted]. They will continue reaching out to Ms. [redacted] to see what she decides.
I have been informed by our customer service representative that they have all the images together and have confirmed with Ms. [redacted] that she has the access code to view the images online. The proofs are being expedited to Ms. [redacted] and she should have them by 10-24-16. A...
50% off discount has also been extended to Ms. [redacted] when she is ready to call and place her order. Our customer service representative will follow up with Ms. [redacted] next week to confirm receipt of the proofs.
I have been informed by our customer service representative that they left a voice mail message for Ms. [redacted] to inform her that our records showed that her order for digital images had been sent. Ms. [redacted] did return the call and confirmed that she had received the digital images...
ordered.
We contact Mr. [redacted] and apologized for all the issues they have been having in getting their student's photos. We pulled up the image that we had in the system and email that to them and they were able to confirm that it was the correct image. We have put in for an order to be sent to us at the...
National Contact Center so we can inspect the photos to be sure that they are the correct ones and then we will express mail them to Mr. [redacted]. Per the tracking on the order it is scheduled to arrive her by tomorrow 12/29/17 by the end of day. We have also processed a full refund of $68 for the inconvenience.
See attached letter to Ms. [redacted]
We contacted Mrs. [redacted] and apologized for the delay in receiving their order. We have coordinated with the local studio regarding this issue and the order is being rushed to the studio so that Mrs. [redacted] can pick it up from there. We have also processed an additional 15% refund on the...
customer's order for the inconvenience.