Let me preface this post by saying usually I rant and go on with my life. But tonight thanks to the ordering of school photos from Lifetouch Canada it does not end there. I have filled out their feedback form and posted on their facebook page. Now I am publishing what I shared with them here on my blog in letter format so I can tweet them as well.
Dear Lifetouch Canada,
I have been to your facebook page and noticed all complaints followed with the same reply…. “We do appropriate your feedback and I have passed your comments and concern along to the appropriate department”. In my experience, that is code for we have acknowledged your complaint but that is all we will do with it.
Hopefully between my facebook post, my feedback form (which I find history shows it is a time waster and never used usefully by the company except for using as toilet paper) and this blog post you will maybe actually listen to a customer and take our feedback seriously.
Tonight I placed my order for school photos for the 2016/2017 school year and my experience was highly unpleasant.
While the pictures were great, first time a photographer managed to get my oldest to give a real smile. The ordering process leaves a sour taste in my mouth.
Having to order separately for multiple children is unnecessary. We should be able to add one child to the shopping cart, then the other THEN pay for our order. It would not be too hard to implement that on your website.
By signing into an account to place my order I was provided with a coupon code for a free digital image. The fact that we can only use 1 coupon code for our account instead of per child is, in my opinion, a rip-off.
In previous years I was able to order a CD for $25 which had all images on it. Now if you order the CD you only get one image. No longer value for our money.
I ordered the Hi-Res digital image instead of the CD as it was at least better value. Why I have to wait for it to be sent to the school (I assume on a CD) is beyond me. It should be made available for download after payment (again, not hard to implement on your website). It’s a digital image after all. ***UPDATE*** I did end up receiving the photos via email after this post was published, approx. an hour after placing my order.
I am VERY disappointed with your ordering options and process this year. No longer value for my money. Too bad you have a monopoly on the school picture business so we can’t request the schools change the company they use.
A Dissatisfied Customer