Initial Business Response /* (1000, 5, 2015/11/09) */
I have been informed by our customer service representative that she contacted Ms*** and apologized for Ms***'s frustrations over our order formThe customer service representative informed Ms*** that an adjustment to her order
is in the process and a class picture will be sent to Ms***Ms*** can cexpect to receive the class picture in approximately two weeks
Initial Consumer Rebuttal /* (2000, 12, 2015/12/02) */
Issue has been satisfactorily resolved
I have been informed by our customer service representative that they received the information they needed in order to find the images of Ms***' daughter. The customer service representative has submitted a replacement order and added two extra sheets and a portrait CD at no charge.
Ms*** had received a refund of $to her credit card prior to this time. Ms*** should expect to receive the portraits on or about December 12,
I have been informed by our customer service representative that he emailed to Ms*** the digital image she wanted and also included a copyright release that was good for life. As of this date, the customer service representative has not heard back from Ms***
September
11th,
To Whom It
May Concern:
In reply
to the complaint received from *** *** #***, the carrier has
been informed to not deliver to this consumer. The District
Manager
contacted the consumer and will ensure that there are no future deliveries at
this addressWe will also have request verification from the District Manager
Sincerely,
*** ***
The
Columbus Dispatch
***
***
August 29, 2017 RE: *** *** *** *** *** *** ** ***
* Complaint
# *** Filed 6-1-16Please accept this as confirmation that the Columbus Dispatch received this complaint 8-18-We apologize for the delay in response, but due to a transition in our company there was a period of time that no complaints were sent to us to resolveWe are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved.This complaint (***) involved delivery issues of The BagThe subscriber stated that she did not receive the Columbus Dispatch and therefore, should receive the bag of sale ads weekly by noon on MondayShe was also told she should call The Bag if it was not received and they would deliver it within hoursOn a continuous basis she had difficulty receiving the product which prompted her complaintIt was evident from Ms***’s complaint that she had tried repeatedly to resolve this issue. As there is no active account for Ms***, on August 26, a message was left on the telephone number provided in the complaint A message was left apologizing for the lack of response to the Revdex.com and the delivery issues she had with the BagIn addition, I left my direct phone number should she wish to call and discuss this further. This complaint was forwarded to the people who oversee The Bag delivery, and the Alternate Product Delivery Manager has responded to meHe has spoken with the customer and service did improve for a while, but she is experiencing difficulty againHe is working to resolve these issues, and the DM of that delivery area is working directly with Ms*** to ensure that she receives The Bag. At this time, I have not heard back from Ms***But again, she has my direct number should further issues arise. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am very grateful to have the photos
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. if there had been an option in a reasonable distance for a re-take, We would have scheduled itFrom what the rep told me, he couldn't reach the studio, and the studio is about a hr drive, so I did tell him that I accepted the refund, and wouldn't pursue the re-take, as the distance is too far
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Joe, from Lifetouch, was able to send my pictures and refund the balance to meI am satisfied with the resolution
August 25, 2017 RE: *** * *** *** *** ** *** **
*** Complaint # *** Filed 8-7-17Please accept this as confirmation that we received the complaint from *** * *** regarding his delivery issuesIn reviewing his account it was evident that Mr*** was experiencing unsatisfactory delivery with his Sunday paper. He also had requested a call from the Distributor and never received oneThese problems resulted in his Revdex.com complaint. I spoke with Mr*** on 8-23-and apologized for the frustration and inconvenience he had experienced, as well as the delay in response. After gathering additional information I assured him we were working on his complaint and he was satisfied that we would, and appreciative of the call. The DCL and Distributor were immediately informed of the issues, and Mr*** was contacted by the DCL to discuss his delivery concernsMr*** is currently a Thursday through Sunday subscriber, but has been given three weeks of full delivery, at no extra charge, while the DCL works to correct his servicesMr*** was agreeable to thisI received an email from Mr*** confirming that he had been contacted and that the issues were being resolved. Mr*** has been given the direct number to contact the DCL if further issues ariseThe DCL will also be verifying delivery. At this time, Mr*** is satisfied with the resolution
Initial Business Response /* (1000, 8, 2015/08/31) */
I have been informed by the Territory Manager that the wrong image was uploaded at the plant, but the correct image has since been uploaded and Ms*** has been contacted and informed that the correct image was shipped on August 26, and
Ms*** should expect to receive it today
Initial Consumer Rebuttal /* (2000, 10, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes today august 31, 2015, I received my daughters graduation cap and gown group picture from lifetouch, I thank you for your help in solving this issue
***
I have been informed by our customer service representative that he contacted Mr*** and refunded Mr*** $for the shipping charge and also took an additional 50% off his order because of the inconvenience and frustration Mr*** experienced. Mr*** was happy with this
resolution
On 12/6/we contacted Mrs*** to discuss this situationWe apologized for the delay and extra hassle this issue has causedWe let them know that a reorder for the package had already been put inWe have also provided them with a full refund of $for the inconvenience. Per the
tracking that order was delivered on 12/7/We have tried on 12/8/and today 12/12/to contact Mrs*** to confirm that she received the package but we have been unable to get in touch with themWe have left direct contact information so if there is an issue they can reach out to us
I have been informed by our customer service representative that they contacted Ms*** to inform her that the order was found but there was not an image that went with the order. Ms*** said she had an example of the image and would scan and email it to the customer service
representative. As of today, Ms*** has not yet emailed the sample. Customer service did leave Ms*** another voice mail message advising her that once they receive the sample, they will locate the image and have the order sent to Ms***. Because of the inconvenience caused, customer service has refunded Ms*** $
I have been informed by our customer service representative that he received a message over the weekend that Ms*** had been contacted by a representative from the local territory and the issue was resolved. Our customer service representative left a voice mail message with Ms*** to
check if there was anything else we could do and he left his call back information
Dear Jana Langova,In response to your complaint with Revdex.com regarding the unsolicited delivery of the Bag product, I do apologize for this continued issue We do provide any DND requests to the Independent Contractor on 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 Thursday for the next few weeks to ensure that the request has been followed. If a This Week is still found, they will pick it up and take additional corrective action with the Independent Contractor. The Manager will also reach out to you to ensure you have his information and to answer any questions. Again, I do apologize. Best Regards,Corey E***Alternate Product Manager The Bag
Initial Business Response /* (1000, 9, 2015/09/03) */
I have been informed by the District Operations Manager that she left a voicemail message for Ms*** apologizing for Ms***'s frustrations and leaving her contact numbers asking Ms*** to return her call in order to obtain additional
information about her orderAs of this date, the District Operations Manager has not heard back from Ms***A refund in the amount of $is being processed and a check will be sent to Ms***Ms*** should expect to receive her refund in approximately 10-days
attempted to connect with Ms*** in order to obtain more information a voicemail message
Initial Consumer Rebuttal /* (2000, 12, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/16) */
I have been informed by our territory manager that a $credit was issued to Ms***'s credit card on November 10,
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
Yes, I accept the response, but the reason I thought it was bad business practice was that they were able to take the money out of my account right away, but couldn't put it back for 7-daysIn the end, I'm fine now, but the customer service needs to improve
Initial Business Response /* (1000, 9, 2015/08/31) */
Our operations manager in this territory has informed me that the Territory Manager spoke with Ms*** this morningMs*** stated that she has not had any contact with the local Lifetouch territory office, only the school and
Lifetouch's National Call CenterBecause of this, the territory office was unaware of Ms***'s unanswered messagesThere was a second retake day scheduled for Ms***'s son and about other students that occurred in DecemberBecause the yearbook was a non-Lifetouch yearbook (it was not published by Lifetouch but by a different vendor) the Lifetouch lab processed and shipped to the school a second yearbook CD which contained all students photographed on all three of the photo datesIt is unknown to Lifetouch why the image of Ms***'s son would have been approved to be in the yearbook since his eyes were closedThe TM also explained to Ms*** because the yearbook was a non-Lifetouch yearbook, Lifetouch would not be able to refund the $45; Ms*** would need to contact the yearbook publisher for the refundBecause Ms***'s son now goes to a school that Lifetouch does not photograph, the TM offered Ms*** a complimentary photography session and portrait package at JCPenney Portrait StudioThe TM gave Ms*** her name and office number so that Ms*** could contact her if she needed anything furtherWe truly apologize to Ms*** and her son for the frustrations they have experienced in this matter
Initial Consumer Rebuttal /* (3000, 11, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the contact from Lifetouch after a year of trying to reach someone locally; after many left messages; messages with customer service to have SOMEONE, anyone return my callIt took filing a complaint with the Revdex.com to get anyone to contact meSadThat shows you their lack of customer serviceFirst and foremost, the picture taken last fall should have been retaken that very day (which the area manager agreed)It never should have made it past the photo sessionIt never should have made it to a CD that was handed off to the school, which sent it to a 3rd party to be published in a yearbook
They claim to be a professional service, and should practice professional photographyA true photographer, with passion would not have allowed that picture, and all the other terrible pictures to existHad they acted in a professional manor in the first place, instead of a cattle prodding session, pushing the kids thru and not observing, then those pictures which cause NINE students in total humiliation, never would have taken placeThe area manager said they have a screen next to the photographer that allows them to see the imageAgain, why wasn't this issue taken care of at that very moment? The only logical reason the area manager could come up with is, the photographer has limited time and has to get all the students done quicklyWow! Again, where is the professionalism, let alone pride of their work? I mean come on, these are school pictures, not glamor shots!
I do not accept their apology as it was unprofessional on their part in every which wayThe irony is, taking pictures is what they are to be amazing professionals with and service students/parents for a lifetime of memoriesNo student should feel humiliated on behalf of a company that specializes in what is causing all the griefThe day the yearbooks were released, my child received many text messages with the image of his pictureHe was humiliated, and still is to this day
Lifetouch has done NOTHING to resolve this issueI do not want a JC Penney packageThat does not change the damage this company caused to my child
And lastly, I was never told that they could not refund my funds for the yearbookThis is a first I am hearing about it
Final Business Response /* (4000, 13, 2015/09/16) */
I have been informed by our customer service senior manager that on September 11, he called and spoke with Ms***He told Ms*** that Lifetouch wished they could go back in the past and fix her son's photo, but knew that couldn't be doneThe customer service manager stated that ultimately, Lifetouch wants all their customers to have a pleasant photography experience, but because this was not the case for Ms***'s son, the customer service manager explained to Ms*** that Lifetouch would be honored if she would accept the offer of a personalized photo session for her son with an award winning photographerThe value of the package would be approximately $and would include 8-poses depending on the location her son chooseThe customer service manager explained to Ms*** that all of this would be at no cost to herThe customer service manager also offered a website link to Ms*** whereby she could view some of the photographers workMs*** declined the offerAt this point, all options have been declined by Ms***We sincerely apologize to Ms*** and her son for the frustrations they have endured in this matter
Final Consumer Response /* (3000, 15, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that Lifetouch is acting professionally nor cares about the humiliation this has caused my son
Lifetouch offered another package that should make up for the pain and embarrassment my child has to endure still to this dayWhy would I want another photo session from a company that will not take responsibility for their actions? I will seek an attorney at this pointI did ask Lifetouch to donate to my child's college fundThey laughed and said that was not possibleI think after all that my child has mentally suffered, they should be able to offer me more than a free photo sessionI will speak with all the other parents that had children in the same boat to see if they would like to join me seeking this legally
Initial Business Response /* (1000, 5, 2015/07/08) */
I have been informed by our territory manager that a photo package was sent to Ms***'s home address on July 6th via regular mailIn fact, Ms*** called the office manager today to let her know that she had not yet received the package,
however, she understood that it had only been two daysThe office manager is going to follow up with Ms*** on Friday, July 10th to confirm whether or not she has received the package
Initial Consumer Rebuttal /* (3000, 8, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by a Lifetouch representative that a refund had been processed/mailed, but we have not yet received itAlthough we still have not received this refund, it should not go without saying this representative (Becky) was very pleasant and helpful
Final Consumer Response /* (2000, 11, 2015/07/21) */
We have received everything as promisedThe refund arrived at our home 7/20/I sincerely appreciate the customer service received from our local Lifetouch office
Initial Business Response /* (1000, 5, 2015/11/09) */
I have been informed by our customer service representative that she contacted Ms*** and apologized for Ms***'s frustrations over our order formThe customer service representative informed Ms*** that an adjustment to her order
is in the process and a class picture will be sent to Ms***Ms*** can cexpect to receive the class picture in approximately two weeks
Initial Consumer Rebuttal /* (2000, 12, 2015/12/02) */
Issue has been satisfactorily resolved
I have been informed by our customer service representative that they received the information they needed in order to find the images of Ms***' daughter. The customer service representative has submitted a replacement order and added two extra sheets and a portrait CD at no charge.
Ms*** had received a refund of $to her credit card prior to this time. Ms*** should expect to receive the portraits on or about December 12,
I have been informed by our customer service representative that he emailed to Ms*** the digital image she wanted and also included a copyright release that was good for life. As of this date, the customer service representative has not heard back from Ms***
September
11th,
To Whom It
May Concern:
In reply
to the complaint received from *** *** #***, the carrier has
been informed to not deliver to this consumer. The District
Manager
contacted the consumer and will ensure that there are no future deliveries at
this addressWe will also have request verification from the District Manager
Sincerely,
*** ***
The
Columbus Dispatch
***
***
August 29, 2017 RE: *** *** *** *** *** *** ** ***
* Complaint
# *** Filed 6-1-16Please accept this as confirmation that the Columbus Dispatch received this complaint 8-18-We apologize for the delay in response, but due to a transition in our company there was a period of time that no complaints were sent to us to resolveWe are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved.This complaint (***) involved delivery issues of The BagThe subscriber stated that she did not receive the Columbus Dispatch and therefore, should receive the bag of sale ads weekly by noon on MondayShe was also told she should call The Bag if it was not received and they would deliver it within hoursOn a continuous basis she had difficulty receiving the product which prompted her complaintIt was evident from Ms***’s complaint that she had tried repeatedly to resolve this issue. As there is no active account for Ms***, on August 26, a message was left on the telephone number provided in the complaint A message was left apologizing for the lack of response to the Revdex.com and the delivery issues she had with the BagIn addition, I left my direct phone number should she wish to call and discuss this further. This complaint was forwarded to the people who oversee The Bag delivery, and the Alternate Product Delivery Manager has responded to meHe has spoken with the customer and service did improve for a while, but she is experiencing difficulty againHe is working to resolve these issues, and the DM of that delivery area is working directly with Ms*** to ensure that she receives The Bag. At this time, I have not heard back from Ms***But again, she has my direct number should further issues arise. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am very grateful to have the photos
We have contacted Mrs*** and processed a refund of $for the digital album that the customer had ordered
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. if there had been an option in a reasonable distance for a re-take, We would have scheduled itFrom what the rep told me, he couldn't reach the studio, and the studio is about a hr drive, so I did tell him that I accepted the refund, and wouldn't pursue the re-take, as the distance is too far
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Joe, from Lifetouch, was able to send my pictures and refund the balance to meI am satisfied with the resolution
August 25, 2017 RE: *** * *** *** *** ** *** **
*** Complaint # *** Filed 8-7-17Please accept this as confirmation that we received the complaint from *** * *** regarding his delivery issuesIn reviewing his account it was evident that Mr*** was experiencing unsatisfactory delivery with his Sunday paper. He also had requested a call from the Distributor and never received oneThese problems resulted in his Revdex.com complaint. I spoke with Mr*** on 8-23-and apologized for the frustration and inconvenience he had experienced, as well as the delay in response. After gathering additional information I assured him we were working on his complaint and he was satisfied that we would, and appreciative of the call. The DCL and Distributor were immediately informed of the issues, and Mr*** was contacted by the DCL to discuss his delivery concernsMr*** is currently a Thursday through Sunday subscriber, but has been given three weeks of full delivery, at no extra charge, while the DCL works to correct his servicesMr*** was agreeable to thisI received an email from Mr*** confirming that he had been contacted and that the issues were being resolved. Mr*** has been given the direct number to contact the DCL if further issues ariseThe DCL will also be verifying delivery. At this time, Mr*** is satisfied with the resolution
Initial Business Response /* (1000, 8, 2015/08/31) */
I have been informed by the Territory Manager that the wrong image was uploaded at the plant, but the correct image has since been uploaded and Ms*** has been contacted and informed that the correct image was shipped on August 26, and
Ms*** should expect to receive it today
Initial Consumer Rebuttal /* (2000, 10, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes today august 31, 2015, I received my daughters graduation cap and gown group picture from lifetouch, I thank you for your help in solving this issue
***
I have been informed by our customer service representative that he contacted Mr*** and refunded Mr*** $for the shipping charge and also took an additional 50% off his order because of the inconvenience and frustration Mr*** experienced. Mr*** was happy with this
resolution
On 12/6/we contacted Mrs*** to discuss this situationWe apologized for the delay and extra hassle this issue has causedWe let them know that a reorder for the package had already been put inWe have also provided them with a full refund of $for the inconvenience. Per the
tracking that order was delivered on 12/7/We have tried on 12/8/and today 12/12/to contact Mrs*** to confirm that she received the package but we have been unable to get in touch with themWe have left direct contact information so if there is an issue they can reach out to us
I have been informed by our customer service representative that they contacted Ms*** to inform her that the order was found but there was not an image that went with the order. Ms*** said she had an example of the image and would scan and email it to the customer service
representative. As of today, Ms*** has not yet emailed the sample. Customer service did leave Ms*** another voice mail message advising her that once they receive the sample, they will locate the image and have the order sent to Ms***. Because of the inconvenience caused, customer service has refunded Ms*** $
I have been informed by our customer service representative that he received a message over the weekend that Ms*** had been contacted by a representative from the local territory and the issue was resolved. Our customer service representative left a voice mail message with Ms*** to
check if there was anything else we could do and he left his call back information
Dear Jana Langova,In response to your complaint with Revdex.com regarding the unsolicited delivery of the Bag product, I do apologize for this continued issue We do provide any DND requests to the Independent Contractor on 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 Thursday for the next few weeks to ensure that the request has been followed. If a This Week is still found, they will pick it up and take additional corrective action with the Independent Contractor. The Manager will also reach out to you to ensure you have his information and to answer any questions. Again, I do apologize. Best Regards,Corey E***Alternate Product Manager The Bag
Initial Business Response /* (1000, 9, 2015/09/03) */
I have been informed by the District Operations Manager that she left a voicemail message for Ms*** apologizing for Ms***'s frustrations and leaving her contact numbers asking Ms*** to return her call in order to obtain additional
information about her orderAs of this date, the District Operations Manager has not heard back from Ms***A refund in the amount of $is being processed and a check will be sent to Ms***Ms*** should expect to receive her refund in approximately 10-days
attempted to connect with Ms*** in order to obtain more information a voicemail message
Initial Consumer Rebuttal /* (2000, 12, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/16) */
I have been informed by our territory manager that a $credit was issued to Ms***'s credit card on November 10,
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
Yes, I accept the response, but the reason I thought it was bad business practice was that they were able to take the money out of my account right away, but couldn't put it back for 7-daysIn the end, I'm fine now, but the customer service needs to improve
Initial Business Response /* (1000, 9, 2015/08/31) */
Our operations manager in this territory has informed me that the Territory Manager spoke with Ms*** this morningMs*** stated that she has not had any contact with the local Lifetouch territory office, only the school and
Lifetouch's National Call CenterBecause of this, the territory office was unaware of Ms***'s unanswered messagesThere was a second retake day scheduled for Ms***'s son and about other students that occurred in DecemberBecause the yearbook was a non-Lifetouch yearbook (it was not published by Lifetouch but by a different vendor) the Lifetouch lab processed and shipped to the school a second yearbook CD which contained all students photographed on all three of the photo datesIt is unknown to Lifetouch why the image of Ms***'s son would have been approved to be in the yearbook since his eyes were closedThe TM also explained to Ms*** because the yearbook was a non-Lifetouch yearbook, Lifetouch would not be able to refund the $45; Ms*** would need to contact the yearbook publisher for the refundBecause Ms***'s son now goes to a school that Lifetouch does not photograph, the TM offered Ms*** a complimentary photography session and portrait package at JCPenney Portrait StudioThe TM gave Ms*** her name and office number so that Ms*** could contact her if she needed anything furtherWe truly apologize to Ms*** and her son for the frustrations they have experienced in this matter
Initial Consumer Rebuttal /* (3000, 11, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the contact from Lifetouch after a year of trying to reach someone locally; after many left messages; messages with customer service to have SOMEONE, anyone return my callIt took filing a complaint with the Revdex.com to get anyone to contact meSadThat shows you their lack of customer serviceFirst and foremost, the picture taken last fall should have been retaken that very day (which the area manager agreed)It never should have made it past the photo sessionIt never should have made it to a CD that was handed off to the school, which sent it to a 3rd party to be published in a yearbook
They claim to be a professional service, and should practice professional photographyA true photographer, with passion would not have allowed that picture, and all the other terrible pictures to existHad they acted in a professional manor in the first place, instead of a cattle prodding session, pushing the kids thru and not observing, then those pictures which cause NINE students in total humiliation, never would have taken placeThe area manager said they have a screen next to the photographer that allows them to see the imageAgain, why wasn't this issue taken care of at that very moment? The only logical reason the area manager could come up with is, the photographer has limited time and has to get all the students done quicklyWow! Again, where is the professionalism, let alone pride of their work? I mean come on, these are school pictures, not glamor shots!
I do not accept their apology as it was unprofessional on their part in every which wayThe irony is, taking pictures is what they are to be amazing professionals with and service students/parents for a lifetime of memoriesNo student should feel humiliated on behalf of a company that specializes in what is causing all the griefThe day the yearbooks were released, my child received many text messages with the image of his pictureHe was humiliated, and still is to this day
Lifetouch has done NOTHING to resolve this issueI do not want a JC Penney packageThat does not change the damage this company caused to my child
And lastly, I was never told that they could not refund my funds for the yearbookThis is a first I am hearing about it
Final Business Response /* (4000, 13, 2015/09/16) */
I have been informed by our customer service senior manager that on September 11, he called and spoke with Ms***He told Ms*** that Lifetouch wished they could go back in the past and fix her son's photo, but knew that couldn't be doneThe customer service manager stated that ultimately, Lifetouch wants all their customers to have a pleasant photography experience, but because this was not the case for Ms***'s son, the customer service manager explained to Ms*** that Lifetouch would be honored if she would accept the offer of a personalized photo session for her son with an award winning photographerThe value of the package would be approximately $and would include 8-poses depending on the location her son chooseThe customer service manager explained to Ms*** that all of this would be at no cost to herThe customer service manager also offered a website link to Ms*** whereby she could view some of the photographers workMs*** declined the offerAt this point, all options have been declined by Ms***We sincerely apologize to Ms*** and her son for the frustrations they have endured in this matter
Final Consumer Response /* (3000, 15, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that Lifetouch is acting professionally nor cares about the humiliation this has caused my son
Lifetouch offered another package that should make up for the pain and embarrassment my child has to endure still to this dayWhy would I want another photo session from a company that will not take responsibility for their actions? I will seek an attorney at this pointI did ask Lifetouch to donate to my child's college fundThey laughed and said that was not possibleI think after all that my child has mentally suffered, they should be able to offer me more than a free photo sessionI will speak with all the other parents that had children in the same boat to see if they would like to join me seeking this legally
Initial Business Response /* (1000, 5, 2015/07/08) */
I have been informed by our territory manager that a photo package was sent to Ms***'s home address on July 6th via regular mailIn fact, Ms*** called the office manager today to let her know that she had not yet received the package,
however, she understood that it had only been two daysThe office manager is going to follow up with Ms*** on Friday, July 10th to confirm whether or not she has received the package
Initial Consumer Rebuttal /* (3000, 8, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by a Lifetouch representative that a refund had been processed/mailed, but we have not yet received itAlthough we still have not received this refund, it should not go without saying this representative (Becky) was very pleasant and helpful
Final Consumer Response /* (2000, 11, 2015/07/21) */
We have received everything as promisedThe refund arrived at our home 7/20/I sincerely appreciate the customer service received from our local Lifetouch office