I purchased digital format for my 20 VHS tapes and all went OK until I purchased the 12-month LegacyBox back up copies of our videos. After much prodding and pestering by email I was sent a link to an extra 30 days of access (paid $84.36/12 month access). I can't get a response from LegacyBox. If you call their customer service phone number the recorded message says they can't answer phone calls and directed me to texting. I texted but I still can't get a response. I still don't have access to the 12-month back up and when I asked for a refund by email, by text and through PayPal resolution, still no response. I would stay away from LegacyBox. If they're so busy and don't have enough staff (as they claim on their phone recording) and they can't respond to a paying customer then they need to stop accepting more customers. Very frustrating and I still don't have my refund OR access to the 12-month back up on LegacyBox server.
These guys stack their workload way ahead of time, so you never know how long you will have to wait, unless you order their expedited service. Not a good service... there are many others that are cheaper and faster...
Hi, Henry. Thank you for your feedback. I am sorry that orders are taking longer than average to complete. Please reach out to us with your order information so that we can check on its status for you. Our customer service team is available 7 days a week if there is ever anything we can help you with at questions@legacybox.com or by phone at 800-797-8210.
Purchased kit online on 1/26/23. Kit arrived 1/31/23. Wanted to order additional DVD sets with my order. Called customer support, told I would get a call back. No call back. Emailed them the evening of 1/31 outlining my wish to order additional DVD sets, other than the automated "we received your email response," no email response. Called again on 2/1 and signed up for "text message" support. Received a text message "Thanks for contacting Legacybox! How can we help you today?" I returned a text outlining my issue. As of the writing of this review, no text response either. And, this is to order additional items, if they don't respond to something that will make them more revenue, imagine if I have an issue that doesn't bring them revenue. EXTREMELY DISAPPOINTED! This is not a good start; I haven't even sent in my media yet!
I am not speaking to the quality of the items they scanned, those I have not looked at extensively and what I did look at was fine. The reason for my one star review is that they charged $84.99 on my credit card because apparently the service comes with a one year free backup online. Once the one year is up, they automatically charge you. I emailed right after the charge went through and they refused to remove it. I just tried to call now during business hours and they say it is "after business hours" at 3:30 pm on a Monday even though their hours are M-F 9-5 pm EST. I am going to continue to fight for a refund of the $84.99. I have never even used that service. Ridiculous to not refund it the day after the charge went through.
I mailed my box months ago and get an email from them about every 2 weeks stating that they are "processing" my order. What a joke! I have never seen a process so slow. Expect your order to take many, many months. I am still waiting.
Hi Tigran, Thank you for taking the time to provide us with your feedback. I just wanted to provide some clarification regarding your order. Our average processing time, as stated on our website before ordering is 6-8 weeks. Your order arrived to our facility on 11/10/20 and was completed and shipped out to you on 12/31/20, just shy of the 8 week mark. I do apologize that processing times are higher than normal as this holidays are the busiest time of year and we are also working with a limited staff to ensure the safety and well being of our employees. Please reach out to our customer service team if there is anything else we can help you with.
The advertisement and promo are very misleading as Legacy Box does not value customer service. Legacy Box has a zero tolerance on refunds and persuade you to buy all modes of transfer when they are aware the product quality is poor and would be considered unacceptable by the consumer. Would not recommend.
Hi Deborah,
Thank you for taking the time to provide us with your feedback. I apologize if there was any confusion regarding your order. Customer service is our number one priority and I wholeheartedly apologize if we fell short of your expectations. I just wanted to provide some clarification regarding the services that we offer. We are a 1:1 transfer company, meaning the quality of your originals will directly reflect the quality of your digital output. If for some reason it did not, we are always more than happy to work with you to come to a resolution. While you do have to choose ONE output to have your analog items transferred to, there is absolutely no pressure or obligation to purchase multiple outputs. We give the option for those is would be most conducive for, but again there is no obligation to purchase additional outputs. The photo that you attached is an email from our production team just letting your know that while your items did arrive with some pre-existing damage, they were able to transfer it to the best of their capabilities in order to preserve your memories. Please reach back out to our customer service team if there is anything else we can help you with!
I wish that I had read these reviews before sending all my videos and pictures in. I sent them in May and I'm still waiting to receive them back. I work for a small business, and something that I have drilled into my employees is to UNDER promise and OVER deliver because when you do what these people do, it is extremely annoying for your customers. I sent them my old videos, expecting to get them back in 6-8 weeks, and I was not happy about paying the crazy-expensive prices either. But I did. Now, I totally regret it! I wish I had used a different service, and I plan to let anyone else who asks know that they should avoid Legacy Box - the wait time is ridiculous. They have sent me silly little updates that say "we are still working on your order". I think that they should start giving refunds for each week that they are late, maybe then, they would have the incentive they need to get it to their customers on time.
Wait time way too long (but expected), endless emails boasting "60% off" (why did I bother paying more, even with a coupon), and then I received my box back with very little packaging to prevent damage. The 8mm reels were bounced around, all of the cassette tapes had come out of their cases, and there were some broken bits from one of the reels... just devastating to open the box and find my 80+ year-old reels of my family treated this way. The transfer itself was fine I suppose, but I will NEVER use this company again. All they seem to be concerned with is shiny packaging and slick ads. Shameful.
I searched all the sites available to transfer my old HVS tapes to DVD's. I checked all pricing and "how too" provided on line. What a load off my shoulders to realize I can have Legacybox do all the work for me. What a delight to finally see them after all these years. My grandson lost his dad in 2013 when he was very young and has not seen some of these tapes. This will be the best birthday present I can think of for him to have these precious memories of him. My entire family is so excited to see them all, which I have lots more to share. Thank you Legacybox to once again see these memories come alive!
Hi Linda! WOW. We are so honored to have helped you complete such a wonderful, wonderful gift! We truly appreciate this glowing review but we are over the moon that you are getting to enjoy these memories once again. Thank you so much for sharing this with us and making us apart of digitizing these super important memories!
Very cool service. From the start, everything is clear and easy to use. I was a little nervous sending originals but their process gave me some confidence. The conversion took longer than expected but it's been over 20 years since seeing these vids so what a few more weeks.
Final product was professional. The one complaint would be too much communication in the beginning, and after the sale. How many items can someone have? Overall, satisfied!
Your film memories are deteriorating as you breathe.
Don't let time ruin the videos of loved ones
Preserve them with this service
If you call you get a live person on customer service.
The transfer quality isn't great but much better then loosing it all together! Hurry there is no time to loose!
You will be glad you did!
I'm having fun going back in time. Seeing relatives and beloved pets that have passed on. Its such a joy to see and hear their voices! Just do it!
LegacyBox did an amazing job converting the many different types of media I had collected over so many years. Everything was as advertised and done professionally. I would recommend Legacy to anyone who is looking for a trustworthy company to preserve their precious memories!
Thank you, Kristi! It's an honor to offer this to you!
We were novices using a super 8 video camera, no sound, and Legacy team did their best possible, giving me "silent" dvds and 4 cds of christmas mornings, "interviews of them
Young and of their father and all the to-do'. I play them when cooking or baking, and smile. Voices are more evocative than still
Photos! Legacy team members are efficient, kind, help and so patient! They have a
Great turn around time & instructions. Next year going to do my father's reels to DVDs from my parent's years with us! Also, there are options for how you want formatting. The online access makes it so easy for friends & family to view/ hear! They offer several times with reduced rates. It was a wonderful experience!
My father took many home movies of family over the years that got stuffed away and basically forgotten. After his death, I held on to these canisters for ages, wondering where I could entrust them for digitization at a reasonable cost. After reading all the positive reviews, and calling to ask our many questions (which were answered kindly and professionally), we decided to risk our memories to Legacy Box. I could not be happier with the result! Images from as long ago as 1959 were once again brought to life. Moments that I had forgotten, or had no idea my father was recording, came flooding back. Pictures of people long gone are there for me to share. My children and grandchildren are receiving a priceless gift this Christmas, that would not have been thinkable without LegacyBox. Thank you!
Hello, Sherry! Thank you for sharing your story with us. This is very meaningful for our team to hear. We're sorry for your loss but are honored to have played a part in restoring these memories. Thank you for trusting us and taking the time to share your experience. We love knowing that your family will be getting to enjoy watching these moments together this Christmas!
Highly recommend you get your own Legacy Box... or two... or three. Such a super convenient way to save important memories. Response is very efficient, our photos come back... as advertised... professionally processed. Updates and e-mail notifications are the best. We will use until we run out of stuff!
That is great to hear! We would love to process more of your precious items!
Everything was great-from getting packaging kit, communication-step by step of process and speed of return transferred material. Quality of digital copy is not great, but considering the age of original VHS I am glad to have it.
Will definitely come back for more transfers.
Hi Angie, Thanks for your feedback! We are so happy to hear that you had such a seamless experience with us. We aim to deliver an effortless process to take the worry out of preserving your precious memories! We hope you enjoy sharing those memories with your family for years to come.
16 weeks to process my order. Sent back 16 dvds, 9 blank. One dvd had error message " clean vhs head" warning recorded on dvd. The error message was their equipment giving the warning. Slide dvd all blank. Today, they renewed my yearly online ability to view 4 months into a yearly subscription already paid for. Can only communicate thru email and customer service is terrible. I get a daily text that has an offer of day. Annoying and can't stop it. Stay away
Didn't convert one of the tapes, only stated such with a small stamp. Didn't offer refund in with return order called to inquire@ it. Said they don't issue refunds unless requested. Customer rep was very quiet on much of the call leaving me to state "are you still there?"
Hi Cathy,
Thank you so much for taking the time to share your feedback. We regret the frustration you experienced when you reached out to our Customer Support team. There are a couple reasons why we do not offer refunds without customer approval. The first reason is that some of our customers have issues with the original method of payment and prefer not to be refunded electronically. Another reason is that some of our customers prefer to be credited toward an additional item in a future order.
Given this, we are happy that you were able to connect with an agent who issued the refund for the item that was not converted in your order. Please don't hesitate to reach out to our Customer Support team if we can be of additional assistance. You are welcome to contact us at 800-797-8210 or email us at questions@legacybox.com.
Legacy Box understands that older media is precious memories that a family don't want to lose and they take the time to handle it with care.
They kept me informed of each step of process and even let me know that some of my grandmother's films were not in best quality. They understood I still wanted them no matter condition.
This has been a great experience and everyone I had communication with was very helpful and cared about my satisfaction. Now Days that is Key to success.
Thank You So Much and Keep up the Awesome Work!
Kimberly
I ordered the 40 tape package. Many were returned with a sticker claiming their damaged. Yet when I played in my camera they didn't look so bad. I'm terribly disappointed with the quality of your product I would never recommend legacy box to anyone.
Hi Elliot, Thank you for taking the time to provide us with your feedback. I do apologize that we were not able to process some of your tapes. Over time tapes will "mold" to their original players so while you may have played ok in your camera, they may not have looked so great on different equipment. It is fully up to the technicians discretion on whether or not they are able to transfer all of your items. If the technicians feels that transferring the tape would cause any damage to your original, they are unwilling to take that risk. If tapes were returned with stickers concerning the quality, this is just a complimentary "heads-up" to let you know that while they were in fact able to transfer your tapes, it did not meet the technicians requirements of being a perfect transfer so they just like you to be aware. Please reach out to our customer service team at questions@legacybox.com if there is anything else we can help you with.
Overview
Legacybox has a rating of 2.3 stars from 819 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Legacybox most frequently mention customer service, thumb drive and poor quality. Legacybox ranks 5th among Video Converter sites.
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Hi Susan,
I am sorry that you have not been able to reach us. While the phones can be busy sometimes, we do go through every email. I don't know why you have not received a reply, but I definitely want to look into this for you. You can reply here with your order details and I will take care of it for you.