Lifetouch

I have been informed by our manager that Ms [redacted] 's order has been fulfilled and is being sent to her via overnight delivery - Ms [redacted] should have the order today

We contacted Mr [redacted] and after receiving their student's information we were able to find their photoWe put in a replacement for the missing order and upgraded the package with two extra sheetsWe are having this order rushed to Mr [redacted] homeFor the inconvenience of this we apologized to the customer and processed a full refund of $to the Mr***'s PayPal account

I have been informed by our customer service representative that they have contacted Ms [redacted] and apologized for the difficulty with her sit session The customer service representative informed Ms [redacted] they were going to refund her the $sit fee and also supply her with the information she would need to go online and view/order her photos She was also given a 40% off promotion coupon to use on any order she places

We contacted Mrs [redacted] to discuss this situation and to apologize for the confusion it had causedWe let them know that we are required to process the refund how it had been paidSince this was a credit card charge we had to refund that credit cardWe 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 bankIf there is anything further we can do to be of assistance we would be happy to do so

I have been informed by our customer service representative that they have made numerous attempts to reach [redacted] by telephone and have left voice mail messages, but have not received any call backs from *** In order to resolve this matter, our customer service representative needs to hear back from [redacted] so they can obtain additional information

Our Freceipt shows the delivery occurred on Wednesday, June 1st at 2:pm

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

We contacted Mrs [redacted] so that we could discuss the concerns that she had about the picture day process, the products that we offer, and ways that we could capture better images of the student'sFor the retake day we have put in an order for both the students to receive high resolution digital downloads instead of them receiving CD'sThey felt that this fit their needs better.We thanked Mrs [redacted] for all of the feedback so that we can take it into account for our future picture days at their school so that we can provide a better experience for them

Per a telephone conversation with our customer service representative in this territory, she informed me that when she initially spoke to Mr [redacted] , she explained the different picture packages that were available and also explained the ordering process, etcShe informed Mr [redacted] that if a parent ordered a picture package that included a class picture, they would receive a class pictureBut, not every picture package available for purchase includes a class pictureIt all depends on the picture package you order as to whether or not you receive a class pictureOnce the customer service representative sent out a class picture for Mr [redacted] she informed me that she later decided she would send out a class picture for every child in Mr [redacted] 's son's classBecause that school is currently on spring break, the customer service representative is waiting until school is back in session before having the order shipped to the schoolTherefore, the school should expect to receive the order on or about April 8,

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- 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept itBut I find it very odd that my 3rd and clutches burned again, and my transmission guy couldn't find the boost spring for the clutchesSomehow went missing and I had to have a new boost spring anywayThey said my pump failed causing a pressure dropBut how is it that my transmission guy tested he part and the pump was good

We have been in contact with Mrs [redacted] and provided copies of the bills sent out and the payments madeWe also explained how the past due balance occurred as a result of incomplete payments being made In addition, to show the commitment to providing excellent service to our subscribers, and to help alleviate some of the frustration she endured, we credited the account for the amount owed and brought the account to “0” balanceThis eliminates any further billing or collection and leaves the account in good standing Mrs [redacted] has my direct number and email should she have any further questions Thank you / [redacted] Style Definitions */

Initial Business Response / [redacted] (1000, 10, 2015/08/13) */ Customer's Visa Card has been credited in the full amount of $on 8/6/Customer did return her full order to Lifetouch for a refundCustomer did ask for a callback from the managerDuring the month of July the manager was sharing customer requests with others and somehow this customer slipped through the cracksI have attempted to call the customer to apologize and have had to leave voicemailsI am sending her a CD of her images at no charge to let her know we are sorry for this error in handling her accountCopy of the apology letter is attached Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (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 portraitsThe 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 backgroundA check refund in the amount of $has been processed and will be sent directly to Ms [redacted] Also, her order has been upgraded to include the hi-res digital imagesUnfortunately, because Ms [redacted] has a P.OBox number and not a street address, we are unable to ship her order via expedited serviceThe 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 / [redacted] (2000, 7, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 30, 2015/11/30) */ Ref: Case# [redacted] November 25, Thank you for forwarding the above mentioned complaint to our attentionLifetouch 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 shipping and handling fee for direct mail to her homeAll 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 commentsI assured her I would forward her comments to improve the communication on our order form regarding the additional shipping charge to our Marketing teamI also offered to refund the $shipping charge that she had paid when placing her orderThe customer seemed satisfied with the resolutionThe refund was processed back to her credit card on November We feel that this situation has been resolvedPlease 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 Ms [redacted] 's order has been placed and a refund has been issued Ms [redacted] can expect to receive her order in approximately 10-days Our customer service representative will follow up with Ms [redacted] in approximately weeks to confirm receipt of her order

A customer service representative spoke with Ms [redacted] yesterdayMs [redacted] received the wrong poses in her picture package that she ordered of her daughter's prom The customer service representative informed Ms [redacted] that they would correct the problem The representative also offered Ms [redacted] additional prints for her inconvenience, but Ms [redacted] refused Ms [redacted] just wanted the poses corrected The representative informed Ms [redacted] they were working on getting the portraits out to her as quickly and as soon as possible

RE: [redacted] [redacted] [redacted] Complaint # [redacted] Please accept this as confirmation that we have received the complaint from [redacted] regarding her billing and collection issuesMs [redacted] consistently pays her bill, and it was recently brought to her attention that the Columbus Dispatch provides Premium Editions throughout the year, for which the subscriber is charged These Premium editions are published to provide additional information and valueFull details on premium editions are on subscriber invoices and on our website dispatch.com/termsofsale Ms [redacted] was upset that she had paid her bill for weeks, and that the subscription length had shortened due to the Premium Edition chargesHer first concern was that she wanted her subscription “paid through” date to remain at what it originally was when she first paid, and she also requested to be excluded from the premium chargesIn reviewing Ms***’s account, these two requests had already been entered on her account when she spoke with a customer service representative on 8-31- Ms [redacted] also stated she would like to see details of any price change information noted on the front of the invoices, as opposed to the backShe mentioned some other suggestions in her complaint as well, and these have been forwarded to the proper departments to reviewAt this time Ms***'s desired settlement has been met to the best of our abilityWhile we cannot change the billing invoices, we have excluded her account from all future Premium Charges, and have confirmed that credit has been applied to her account to honor the 9-17-expiration date as requestedThank you, and please let me know if I can further assist

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 BBB 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.

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ I have been informed that a customer service representative spoke with Ms [redacted] and apologized for the way she was treatedThe customer service representative also informed Ms [redacted] that a full refund was being processed for both of her orders and the representative also gave Ms [redacted] his direct number so she could contact him for any future orders Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very satisfied with the phone call and the response I receive from Bud from LifetouchHe made me feel at ease and agreed to help me directly with all future orders to ensure this doesn't happen againThanks, Bud!