Lifetouch

Our customer service representative contacted Ms [redacted] to inform her that the glare on her daughter's cheek was not something we could correct - and she would have to have retakes done The customer service rep informed Ms [redacted] that they would process a refund for both of her children's orders ($to her credit card) for the inconvenience she experiencedThe customer service rep also told Ms [redacted] that to ensure there was not an issue at retake day, they would have Ms [redacted] initial picture package sent to her home so that it could be returned on retake day

I have been informed by our customer service representative that they received a call back from Ms [redacted] and she provided the information that was needed in order to find the images of her children An order has been placed for the two children whose picture packages she did not receive A sheet of wallet size photos was also ordered for these two children, but they are being processed at no charge to Ms*** The customer service representative has requested the images be shipped to arrive by December 12,

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 meI do hope that Lifetouch trains its Customer Service better in LISTENING to its customers complaints...rather then shuffling them to the side, after folks, then finally a response...too bad

Complaint: 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/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/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/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/ 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/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]

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- 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*** 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 10xor smaller sheet of her children

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ I've been informed by our customer service representative that on September 8th, two attempts were made to contact Ms [redacted] and another attempt was made on September 9thThe representative left voice mail messages with the contact information for Ms [redacted] to call backAs of this date, Ms [redacted] has not returned the callsIn order to resolve this matter, we need to speak with Ms [redacted] to obtain additional information regarding her portrait order Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have returned their phone calls on several occasions to the number they said I need to contactOnly to never reach a live person, all it does is go a a automated message like voicemail where I leave a message and they say someone will call you backJust like when I emailed them different times all I ever got was a automated responseNever a live person to talk toI don't know how they expect a response when I can never reach a live person Final Consumer Response / [redacted] (3000, 12, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have returned every call Lifetouch has made, they only call during my work hours so I am not able to answerI have left several messages on their machines asking them what their hours are and when a better time would be to reach a live person only to get no responseThe one time I did reach a live person I asked for the lady that left me messages (Renita & Katie in the excalations dept) and she acted like she had no idea who they were or how to reach the escalation deptShe then gave me a 3rd number to call which only gave me a answering machineI left a message for someone to call and no one hasI have left several messages at different numbersLike I said in previous complaints I have emailed them as well and all I get back is a generic response saying "someone will be in touch" and then nothingMy email is [redacted] @msn.com I am available after 5pm Central time Mon-Fri and anytime Saturday & SundayTo date I have not been able to reach a live person (except the one time) to resolve this issueI can now see why our school as a whole has discontinued using Lifetouch photographyThe customer service is horribleThey've had my money for over year now and I still don't have my pictures and still can't reach a live person when I call Final Business Response / [redacted] (4000, 17, 2015/10/29) */ This morning I have been informed from our customer service representative that they received an email from Ms [redacted] giving them the information needed in order to resolve this matterWith the information received, a portrait package was made and has been shipped directly to Ms***Ms [redacted] should expect to receive the portrait package on October 30th

I received the bag againI want it stoppedI called customer service and they said they would put me on a list not to receive itThis has happened many times beforeI do not want to receive the bag