Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order number is *******. I sent them 5 8mm reals of family video from the 1960s. I looked at places to order this transfer and this one seemed to be the quickest turn around time. It is not obvious on the website how long the transfer will take---even in their "how it works" section. I went by what I normally go by. When you choose shipping method and they give you 3 choices, none over 15 days by the way for extra cost. The company did a bait and switch. Now I will not have my film for the event I have coming up. I talked to one rep via phone who played dumb and said oh no our turn around time is 10-12 weeks, I can understand how you could get confused as it is not in big bold letters anywhere, but if you find the location you though you saw that, I will put a rush on your order. So I found it. Is is on the shipping page. You go through and order everything and then when you are paying they give 3 choices, for 3 different prices on delivery. I chose standard which cost 9.95 (6-8 days). So I called back and got a female on the phone at Southtree and I explained the situation and that I was told to call back to let you know there is a mistake on the payment page. She then explained that was just for shipping so when your film is processed in 10-12 weeks and we send your product and the origonals back to you that is what that means in shipping. I asked them to name one other company that when you choose those methods means after they finish your product then the shipping comes into play for those listed number of days. She did not. I suggested they change their website because it is dishonest. I beleive that they know they have something of mine that is irreplacable (and others memories) so they feel they can do anything they want. I would like my product as soon as possible or the origonals back and a complete refund. I am afraid that by complaining and also putting complaint in, that they may "lose" my film. Please hold them accountable

  

  Business Response

  Date: 09/12/2024

  Thank you for reaching out. We sincerely apologize for the confusion between our processing times and our in-transit shipping times listed in the "Shipping Method" section of the Shopping Cart. We try hard to make this information as easily accessible as possible! It can be found on the main page of the website in the Common Questions section under "How long does it take?" and at this Help Page link: *******************************************************************************
  
  We understand your concerns of parting with your precious memories, and want to assure you that safety is our number one priority! We expect your order to be completed within the next couple of weeks and sent home per our usual safety standards; we will most definitely not lose your film out of spite! The order is already moving through our production facility so we are not able to cancel at this time. You can view our cancellation policy at this link: *****************************************************************************************
  
  We apologize for this inconvenience and will complete the order as quickly as possible! 

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can't even begin to express how furious I am with Legacybox. Before sending my materials, I confirmed with one of their representatives that I could send slides and documents for scanning, which apparently was not allowed. I am sure this kind of misunderstanding happens with companies like theirs, BUT what is unacceptable is that Legacybox discarded my family's irreplaceable marriage certificates from the 1800s without a second thought. These documents were incredibly precious to us. I had meticulously wrapped each one individually and attached a barcode to each (there were three in total).
  
  Their responses have been brief and dismissive. The latest email I received today was:
  
  "HI ******,
  Unfortunately, I do not have any updated information regarding those items.
  Best,
  *******
  Customer Service Supervisor"
  
  I sent my first email to them asking where my documents were on August 15, 2024 and received the aforementioned email on August 27, 2024.

  

  Business Response

  Date: 08/29/2024

  Thank you for reaching out. We are deeply sorry that the documents you pictured in your emails have not turned up. We take every precaution to verify all treasured items in a digitizing kit are returned home with the completed order. Matters such as this are researched fully and double-checked at every stage of the process to ensure nothing is overlooked.
  
  Your order was a 20 Item Closet Kit which can accommodate 500 individual photos, 25 in each of the 20 packs. We sincerely apologize for the confusion around the scanning of documents; this is not a service that we offer. We have searched our system for the conversation which caused the confusion, but were not able to locate it. You have had an on-going conversation with our Customer Service Leadership team, and we will be more than happy to look again if you reply with a different phone number or email address where this correspondence took place. We strive to make the information regarding the formats we are able to digitize and the available file output methods easy to access. This information can be found on our website and in the Welcome Guide that came with the kit. Thank you for letting us know that this information could be more clear! Your kit used 15 of the 20 safety barcodes, each containing varied quantities of slides, totally 470 photos (19 barcodes-worth of photos). Barcode numbers 13, 14, and 15 were not present in the kit when the contents of your package were documented.

  Our Customer Service Team has coordinated with our Receiving and Production Teams to confirm that all safety protocols were performed fully. Unfortunately, a search of the facility has not turned-up any unidentified items. We understand the disappointment in this answer, and assure you that your order details will remain on file. Should anything turn up in the future, we would reach out to you immediately! You will receive a new email with the details from your request for a refund.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the $13.99 Legacybox offered as compensation is utterly inadequate, especially considering the $233.20 I paid for your services. These documents are irreplaceable pieces of my family history, and their negligence has caused me significant distress.
  
  To make matters worse, it appears that these documents were discarded without any regard for their value, both sentimental and historical. This action is unacceptable and warrants a much more substantial response.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/05/2024

  The refund amount was determined from the portion of the kit that was not digitized based on the number of individual photo files created in this order. We understand that this does not console your concerns that these items were discarded in our facility. We are deeply sorry that the documents you pictured in your emails have not yet turned-up. We have thoroughly reviewed all of the details of your order and are confident that every precaution was taken to unbox your digitizing kit with the greatest respect and care. Our team is trained to carefully unpack every kit to return every item to each family. To double-check, we have thoroughly searched our facility for these items, but no unidentified items have been located. The details of your order will remain on file, and our Customer Service Team will reach out immediately if anything is found in the future.

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is quite convenient that "Barcode numbers 13, 14, and 15 were not present in the kit when the contents of your package were documented." when all of the items were sent in the same box. There is no way that some of the items could have been lost in transport.

  I do not accept the offer of $13.99 for a purchase over $200. Furthermore, I do not accept the fact that my documents were carelessly discarded.

  ****** *******

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/24/24-placed two orders with Legacybox online
  7/2/24-received shipping boxes for both orders but have not returned any items to Legacybox
  **According to cancellation policy orders can be cancelled within 30 days of placing order and refund will be issued less shipping fee and 20% cancellation fee**
  7/14/24-cancelled both orders via email (***********************) and phone calls (************) -received email confirmation from *** and ***** that orders have been cancelled and billing department will process refund-however billing department has not confirmed cancellation requests-according to cancellation process cancellation requests need to be done within 30 days so if I don't get a confirmation from legacybox billing department within these 30 days I am afraid they won't acknowledge that these orders were cancelled on time to qualify for a refund
  7/17/24-filing this complaint with BBB so Legacybox can not deny that I requested a refund within the time frame allowed and also to report how long it takes for me to receive my refund if I actually ever get one and to report what they actually refund so future customers are aware of this business practices

  

  Business Response

  Date: 07/18/2024

  Thank you for reaching out. Our Customer Service Team did request that the refunds for both of your orders be processed this week. Your orders have been cancelled, and you have been sent an email for each invoice with the refund details. Please discard or recycle the kits as needed. 

  Customer Answer

  Date: 07/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered box December 2023 we shipped out a box of 40 and a box of 10. We was very very disappointed in the Quality of what we received back lots of tape black and white fuzz and not alot of good footage. They also said they would not process explicet material well they lied or tapes were 25 years old it had been years so we didnt know what was on them. After being told NO EXPLICET MATERIAL PROCESSED we trusted if they ran across any they would not process well they did and upon gathering 17 fsmily members including childrn we was watching family film them out of no where from 25 yrs ago there was a couple having *** on the tape it completely was humiliating and even the kids saw we stopped it as quickly as we could. I contacted the company insisting that bc of what they did and bc the quality and amount of footage was minimal we asked to make it right by giving us a full refund. They denied us this and gave us a $ 7.50 refund of 1 tape this in NO WAY COMPENSATES THE DAMAGE THAT HAS BEEN DONE. We are thinking on pursuing a law suit bc we feel we should get refund so we can get a good company to do a job Southtree could NOT do. We are waiting to hear back from lawyer as this is not right. Please DONT TRUST SOUTH TREE. Hoping they will do what is morally right and refund us our hard earned money.

  

  Business Response

  Date: 07/08/2024

  We are deeply sorry that your family had to view this personal footage mixed in with the home movies on one of the orders that was sent to our facility to be digitized. Information about our graphic media policy can be found in our Help Pages on the website. We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed by digitizing only the items that you want processed.
  
  Although we normally do not issue refunds for portions of an order that were sent outside of the approved media types, including condition and content, we went ahead and issued a refund for this individual tape as we would for a quality review. You received an email from our Customer Service Team with those details.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i feel they owe me a complte refund bc the footage we received was poor and they processed explicet material that was viewed by family members and children. I am taking this claim to a lawyer because we had alot of tape that they claim was unreadable but im in the process of proving it was readable and that it was because the machines they use was dirty or not updated. Im going to send a tape out to another company and prove that they ARE able to get much more clear footage its bad equipment of Southtree and i should be reimbursed bc they 1. Processed Explicet material  2. Didn't do adequate job retreiving my precious memories and charged me alot of money for ****** service. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 07/11/2024

  The question of quality such as tracking issues was not a part of the original email conversation, but our Customer Service Team will be happy to review those details with you now. Two email updates were sent to the customer directly on July 8, 2024 as the refund request was reopened by our Customer Service Team to further address remaining concerns. If those emails were not received, please reply to any of the previous conversations with our Customer Service Team to obtain a copy of that information.

  Customer Answer

  Date: 07/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as i said we STOPED watching the videos after the explicit content was shown it wasnt til recently we veiwed the rest alone without family members and there is alot of black and white areas that was not readable as South tree claims and we was confused how as we watched we ran across doubles like 2 videos was exactly the same We DID NOT HAVE multiple copies of any home movie so some how Southtree did some tapes twice wich makes me wonder what tapes did not get transfered. All we want is a complete refund so we can get our movies done in correct manner and be compensated for the humiliation and hurt that came from all this. Please give us our refund in full so this nightmare can be over and we dont need to drag this out in the legal system . Do what is right 

  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Legacy Box lost 75 of my photos. They are not offering any resolution or a refund.

  

  Business Response

  Date: 07/18/2024

  We sincerely apologize for the alarm and confusion caused by this photo kit! You spoke with our Customer Service Team on 06/29/2024 after receiving the shipment on 06/25/2024, and all of the details of your order and safety protocols were thoroughly double checked during that process. A supervisor from the Customer Service Team spoke with you by email through 07/02/2024 to confirm these details.
  
  You reported to our team that we sent you 900 photos in the completed kit and that you originally sent us 975 photos. This order was a 40 item kit which can accommodate 1000 photos, and we created 1000 digital images from the photos. Our team had a Digital Download link created as part of this review process, and it is still accessible at this time.
  
  We have many processes and protocols in place to make sure that we keep track of every photo that is sent to us, from the moment the box arrives to the day it ships. We are confident that these protocols are effective at tracking our customers’ memories! That said, we do take these types of situations very seriously and have investigated every detail thoroughly.
  
  All of your photos were present and scanned into the shipping box. Our system will not generate a shipping label until this step is completed and verified. During your conversation with Customer Service beginning on 06/29/2024, we initiated a search of our Production Facility to make sure nothing was overlooked. Unfortunately, this search did not turn up any loose or unidentified items.
  
  We are deeply sorry that the photos have not yet turned up! The details of your order will remain on file as well as the samples of digital images from packs 01, 02, and 03. Should anything turn up in the future, we will reach out to you immediately.
  

  Customer Answer

  Date: 07/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My missing photos have not been returned to me.  These are irreplaceable.   The company is not taking responsibility for loosing the photos 
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 07/22/2024

  We are deeply sorry that the photos have not yet turned up, but we are confident that the safety protocols in place to keep all 1000 photos with your kit and returned to your home worked properly in this order. We double checked all systems and see that all 1000 photos were checked-in, digitized, scanned into the shipping box, and packed in the return shipment. With this review completed, we ask that you please recount the photos in your home across all 3 of the recently completed photo orders.
  
  We understand the disappointment in this answer, and assure you that your order details will remain on file. Should anything turn up in the future, we would reach out to you immediately!

  Customer Answer

  Date: 07/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company is not taking responsibility for loosing 75 of my irreplaceable photos.  They reply as if I lost my own photos and this is 100% not true!!  At the VERY least they should issue a refund for failing their customer but instead they point fingers at me as if I lost my own photos!  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in three orders back in February 2024. I chose the standard 10-12 week processing time, expecting it to take no longer than 12 weeks since that is what is advertised on their website. (With no mention that it may take longer for certain media). I have heard nothing back from them since April 2024 and it is now almost July 2024 and still have not received my order. This is well over the 12 weeks. I have emailed them twice now and their only response is that it is still in line and that I should receive an email once it is ready to be digitized. Their false advertising and lack of timeliness is unacceptable and I would like my tapes to begin to be digitized quickly or I would like a refund with my tapes back.

  

  Business Response

  Date: 06/27/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. One of your kits has completed processing and shipped out this week; the other two should be completed sometime this coming week. 

  Customer Answer

  Date: 07/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your quick action and response.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent legacybox 10 video tapes that they said they would digitize in 10 to 12 weeks. I paid them approximately $150. They received my tapes on March 9th. They haven’t completed my order and they refuse to return my tapes and refund my money.

  

  Business Response

  Date: 06/26/2024

  Thank you for reaching out. We apologize for the wait! Your order was placed with Standard Processing which is an average of 12 weeks for all formats and kit sizes. You sent tapes to be digitized, and this is our most popular format! For context, each order is digitized individually, and while we can estimate processing times, they will vary depending on an order's size, the type of media in the kit, and current demand. Your order is currently being digitized by our team, and we expect you to receive an email with the tracking details next week. 

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Legacy box has been telling me that my order would be completed within a day or 2 for  the last 3 weeks.  I don’t have any confidence that they will deliver a completed product next week.

  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 06/27/2024

  We apologize for the wait! Our team has been attempting to give their best estimates for a date of completion based on current information. Your kit was completed yesterday, and we emailed you the shipping details and Digital Download link at that time. 

  Customer Answer

  Date: 06/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I have not received the email they claimed to have sent!!  

  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 07/01/2024

  We apologize that you did not receive this automated email with the tracking details and Digital Download link! You had an email conversation with our Customer Service Team on Friday, and they resent this information to you directly. *** will hand the package to **** for final delivery, and that is currently estimated to happen on 07/06/2024.

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want a refund.
  After months of saving to get my VHS digitalized, I saw advertisements for LegacyBox. They put an offer out to "buy" $1000 worth of digitalizing for only $299. Nowhere did it say anything else. I bought it immediately. Then I tried to buy my "box" to send my VHS's in and saw that it was still gonna be another $300. The $1000 that I "paid" for only covered part of the deal, not all. I would have saved more money just buying the original deal. It was never clear that was the case in buying this "code" of $1000.
  I sent five emails to customer service within a week asking for help and NOT ONE response. Not to help me, or explain to me, or anything. Not ONE response.
  I do not care to do business with this company - I feel it is a scam. I just want a refund of my $323 spent. That's all. But no one will respond or help me or explain. Again, I just want a refund.

  

  Business Response

  Date: 06/25/2024

  Thank you for reaching out. We apologize that we have not received any of your emails! There are several ways to contact us. We can be reached at ***********************, by calling ***** ********, or through a Contact Form on our website. Your request for a refund of this General Spending Voucher was made within 10 days from the date of purchase, and we are able to process your request! You will have received an email with the refund details at the address used to place the order for the voucher. 

  Customer Answer

  Date: 06/25/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "10 item $8 tape & film transfer" kit, digital download, and shipping protection on November 5, 2023. I was charged $141.36 after shipping and fees. I added on a disc set and 5 additional items for $118.73 on December 13, again after shipping and fees. While the price is a bit steep for some, I figured it was worth the preservation of memories for my sister and I after losing our mother in 2016.
  
  For the first few weeks, I received weekly (or nearly weekly) updates. Then, they stopped. My order arrived on December 6, was marked as "in process" on December 20, and was not in production until April 3. They managed to hold onto my home videos for 17 weeks before doing anything with them. They then were rushed through the process and were digitized and shipped by April 16. I knew at that moment I had made a huge mistake in trusting this company.
  
  Throughout the process, I emailed to make sure I was kept up to date on my order, but didn't want to be overbearing. I emailed on March 14, and again on March 29. In the March 29 email, I requested that my videos be sent back to me if the videos had not been placed in the digitizing process (which, they weren't, until I sent this email). After waiting longer than anticipated and reading the horror stories, I was extremely concerned.
  
  After receiving the films back and the digital footage, I was relieved and excited...until I played it. A large majority of the film that was watchable before/after sending in was missing. Instead, most of the film consisted of a blue/black screen. I spent $260 on a blue screen.
  
  I left a review in early May and contacted Legacybox on June 3. Heard back on June 11. Received only $183.54 of what I spent on June 17. I think it's only fair that I get paid my full refund and that the company take accountability for their failure- especially after the hassle it has been.
  
  Save your worries and money for another company/time. Don't spend them here without great caution!

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out. We apologize that our digital conversion did not meet your expectations, but we’re happy to do what we can to help. Our process is to provide a one-to-one transfer of each of your items as they play on our equipment.  It's common for the quality of analog tapes to deteriorate with time sadly.  We always recommend checking your media before sending it in to be processed to ensure the full value of your order is redeemed! It looks like you have an open email conversation with our Customer Care team, and you will be receiving a followup email with the details of your Refund Request for these quality issues. Please let us know if we can help with anything else! 

  Customer Answer

  Date: 06/24/2024

   
  
  Better Business Bureau:
  
  
  
  LegacyBox refunded remaining amount AFTER complaint was filed. Refunded remaining amount on 06/24/24 an hour prior to response on BBB (partial refund in original complaint was 06/17). No email received from LegacyBox representative. Little to no accountability taken by company for poor quality products. However, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  Date:06/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The previous complaint showed it was closed to my satisfaction which isnt correct. Legacy Box lost all of my family videos and the only time they speak with me is in response to MY contacting them. the last time I contacted them all they said was that my "Claim" was still open with the ****, but this has been going on for about 5 months now

  

  Business Response

  Date: 06/20/2024

  We are very sorry that your package has not turned up. There is always a possibility that something will turn up in the future, and our team has continued to monitor the shipment information of your package. **** is showing that it delivered to your address on March 14, 2024, and we have used all the tools we have at our disposal to search for your film reels, and we believe **** has as well.
  
  Unfortunately, there is nothing else that we can do on our end at this time other than to continue to monitor the tracking details.  We sincerely apologize that this has happened, and understand that the film reels you sent to us are irreplaceable and invaluable. We remain optimistic about the possibility that the package may eventually return to our facility, as we have had a few cases like this in the past. We will continue to leave the order active and open so that you can be notified automatically if and when delivery does occur. We regret having to deliver this news.

  You have received a new email with details from your request for a refund of this purchase in addition to the on-going email conversation with our Customer Care Team. They will be happy to give you the latest update every time you reach out to us! 

  Customer Answer

  Date: 06/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because although I appreciate the refund and will happily accept it, what I really want is my family video's returned.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 06/25/2024

  We understand how dear these home movies are to your family, and the details of your digitizing kit and shipping package will remain on file. Our Customer Care Team will continue to monitor the shipment for any new information. If we hear anything, we will reach out to you immediately! We sincerely apologize that we do not have any more information at this time.

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I do not want the claim closed until my videos are returned
  
  
  
  Sincerely,
  
  
  
  ***** *******