Lifetouch

At 3:pm, [redacted] , left the following voice mail message stating that her complaint had been handled to her satisfaction

We contacted Mrs [redacted] and apologized for the delay in receiving their orderWe 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 thereWe have also processed an additional 15% refund on the customer's order for the inconvenience

We contacted Mrs [redacted] to address this issueWe attempted to remove the retouching that had been done on the photos and have it redone to Mrs [redacted] specificationsUnfortunately we were not able to get the retouching done to their satisfactionInstead, per Mrs [redacted] request, we removed all the retouching from the image and provided them with a digital copy of that photo

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Our customer service representative has contacted Ms [redacted] to inform her that the order shipped from our lab yesterday and Ms [redacted] should expect to receive it by the end of this week or early next weekOur customer service representative will contact Ms [redacted] next week to confirm receipt of the order Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the pictures in the mail 12/18/Thank you

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 It worked at times, but not on a consistent basisMr [redacted] states he tried to reach customer service and eventually spoke with someone 1-20-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 iPhoneWe are happy to do this and have applied a credit for two months of service to his accountWe 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 himHe 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

Final Consumer Response / [redacted] (2000, 5, 2015/11/30) */ This is to inform you that Lifetouch has contacted meI received two sets of pictures and a full refundI am satisfied with the resolutionThank you for your time, Happy Thanksgiving

Response to this complaint [redacted] for [redacted] Lifetouch reference number: [redacted] I spoke with Mrs [redacted] on 10/12/ She was unhappy with the portrait order because she did not understand why the images were smaller than 5xor 8xsize and it was because she ordered a border around the imagesShe had upgraded to Premier finish and ordered frames with the portraitsOur 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 $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 showI 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 orderShe was happy with this resolutionI have initiated the refund and a check will be mailed on 10/to herChecks 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 I ###-###-#### I www.lifetouch.com

I have been informed by our customer service representative that they have removed Mr [redacted] from all email distribution lists Our customer service representative attempted to contact Mr [redacted] , but was unsuccessful A voice mail message was left with Mr [redacted] with our customer service representatives contact information

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 meJoe from Lifetouch has notified me that they have shipped out the photo and it should arrive to me on MondayHe provided me with a tracking numberAlthough I should note that I have not yet seen the photo and make certain it is the correct one, I am responding to resolve the complaint based on the good faith effort by Lifetouch Inc.I would like to end by thanking you for your help and intervention in this matter[redacted] ***

[redacted] ***RE: My most recent contact with BBB..My contact with you told me that you would stop by my place [redacted] within two weeks. I waited those two weeks and THE BAG was not delivered. However, on Sunday, IT WAS DELIVERED.I live at: [redacted] *** [redacted] *** [redacted] *** ***Please reopen this case and contact GATEHOUSE MEDIA OHIO HOLDINGS II, INC. regarding this caseIt's all in God's Hands, ***

October 12, [redacted] *** Dear Mr***, In response to your complaint with the Revdex.com in regards to the unsolicited delivery of the This Week paper, 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 weekI 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 This Week paper 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,Andrea L***Alternate Product Customer Service SupervisorThe Bag

Today, June 28,2015, I again am picking up the Advertiser that is on the groundI have been picking this paper up every week since early last fallIWe would be happy to accept this offer of stopping the delivery but as of today, delivery did happenThank you

complaint # [redacted] Resolved [redacted] Mon, 08/21/12:pm Hi The Media group has now resolved the complaint by sending me a corrected billing-- Thanks, [redacted]

December 29, 2018RE: Complaint [redacted] Please accept this as confirmation that we are in receipt of Mr***’s complaint regarding his refund check that has not yet been receivedWe previously responded to the original complaint and apologize that the matter has not been resolved satisfactorilyPlease see portions of original response and update below:Following the original complaint, after reviewing his account a call was made to Mr***I spoke with him and apologized for both our delay in responding and the frustration this has caused himI explained there was already a refund request in process to have his recent payment mailed to him in the form of a check.Mr [redacted] was appreciative of the call and the action takenI offered to give him my contact information should he have any further issues, but he did not feel it necessary.Since that time Mr [redacted] has not yet received the refund checkIn researching this with the Business Office and Accounts Payable, it was determined that there was a delay in processing that batch of checks due to Accounts Payable in New YorkThey are working to have all refunds processed as soon as possible and Mr [redacted] should receive that check shortlyWe apologize again for the delay, but there is no way for us to expedite the check any sooner.Thank you, and if you need any additional information please feel free to contact us again

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThank you! Regards, [redacted]

Final Consumer Response / [redacted] (2000, 11, 2015/09/28) */ 9/29/Received collage in the mailThank You

I have been informed by our customer service manager that she spoke with Ms [redacted] and explained to Ms [redacted] how to locate her downloaded images The customer service manager also informed Ms [redacted] that a refund would go back onto her charge card for the image that was blurry The customer service manager also gave Ms [redacted] her telephone number because even though Ms [redacted] placed a duplicate order, she realized that some of the images aren't duplicates The customer service manager advised Ms [redacted] to give her a call if she decided she wants to exchange or return any images

See attached letter to Ms [redacted]

I have been informed by our customer service representative that they attempted to reach Mr [redacted] yesterday but were unsuccessful The customer service representative left a voice mail message along with contact information Mr [redacted] returned the call later that same day and advised the customer service representative that he had received the portrait order and stated that he needed no further assistance at this time I have also been informed by our customer service representative that a full refund in the amount of $was credited to Mr [redacted] 's account, which may take approximately to days to show up on his account

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] 7, and find the resolution is satisfactory to me Regards, [redacted]