LifetouchReviews of my.lifetouch.com

Lifetouch is who my children's school chose in 2020 for their school pics. I have been disappointed nonstop. The first year my daughters picture came in with her looking like she hates the world. Awful! 2021 we were told to take our own pictures with a white background and upload the pictures to their site (because of the pandemic/shut down). There was no discount, considering we were being our own photographers. So, I opted out of that mess. This year I ordered again - $40.96 for TWO 8x10s!!!!!!!!!!!!!!!!!!!!!!!!!!!! AND - I ordered them 3 weeks ago, but the only information I can get is: "Shipped." So helpful. When I click on the link to "View Images" it takes me to a page filled with pictures from 2020. Um... Not helpful....... Not using them again. I will be using anyone I find on IG or FB and avoiding Lifetouch at all costs from here on!

Poor technical execution. I've placed two orders with Lifetouch online in the last year and they've both been messed up. Lifetouch and Shutterfly have apparently "teamed" up and what that means I don't know but when I tried to log in and give the portrait ID, none of it worked and I was finally prompted to open a Shutterfly account, which I didn't want. Confirmation emails were then received and then one from Shutterfly giving me access to the digital photos. The photos were the right school, right sport, wrong boy. Given that Lifetouch had messed up my last order I felt I should reach out as I was likely about to receive the wrong photos. Of course the contact number on the Shutterfly email took me to a person that couldn't help me because I needed to speak to Lifetouch that apparently wasn't that close of a "team" member; this errant attempt to find a solution took 15 minutes. I was given a number for Lifetouch, put on hold, dropped, called again, put on hold, spoke to a person that could not understand me and put me on repeated holds in order to get me to the right person. The person I ended up with was pleasant and helpful but sometimes I wonder if we eliminated the phrase " Mr. X I do apologize" from their lexicon would they be able to communicate at all - stop with the pre-scripted responses! This poor technical execution, poor representation of the Lifetouch + Shutterfly relationship, and added complexity brought on by an overzealous sales effort that overwhelms the resources they dedicate to providing customer service is all too commonplace. These are management decisions. The poor front line workers are left to clean up their poor marketing decisions, their lack of clarity and they're asked to do it with little or no resources. Proven by the fact that you're constantly on hold waiting for someone. This just a common theme in most of these tech adjacent industries. They also asked me to delete the photos of the young man they sent. The thought that my underage son's photos might be sent to some rando did disturb me.

Non-existent customer support and the pricing is actually terrible. Their event images are often medium to smaller in size. Overall, I have an issue that could be easily resolved by talking to a person, but their phone line is trash, and their online live chat representative is not authorized to do jack crap.

Horrible experiences every time we order pictures from this company. Placed an order 2nd week of November & here it is the end of January without our pics. Customer service emails go unanswered! Unbelievable, luckily I used PayPal & will be getting restitution one way or another.....