Emily B.

TL; DR: They lost my tapes and are not helping to locate them or offer solutions.

I sent Legacybox/Southtree three miniDV tapes to be converted. While I received the Legacybox to pack and return to them at my old address, I moved the next week and updated my address on the confirmation card of contact information included in the box. End of story, right?

Nope.

After receiving notice that "my item had been delivered," I emailed them because I had not received my tapes. Days went by with emails unanswered. I finally hear back that "it is not their policy to send it to an address different from the order address." Well, then why have the address confirmation card in the box? This policy is not stated in their materials included in the box or on their website. Had this been communicated anywhere, I would have followed procedure for change of address. And clearly someone who unpacked the box had to check the address confirmation card and ignored it, no? I pointed this out to the representative and asked how we could find a solution. No answer.

I called them for help, they promised to call back and never did.

I tweeted them for help. Not only did my tweets go ignored, they changed their username in the meantime. Even their CEO ignored my request for assistance.

Finally, their director of customer service got back to me. She was helpful and responded in a timely manner. Our research into what happened the package lasted only a week, because just this morning when I emailed her for an update, I received an automatic reply that she had quit the company.

I am now back to square one, with my tapes out there, somewhere. Legacybox says #MemoriesMatter to them, but they clearly do not take that mission statement to heart. Their customer service is poor, their CEO doesn't care, their policies unclear, and I am heartbroken as a result.

It has now been over a month of this nonsense. I'll be disputing this with my credit card company, but unfortunately no amount of money will bring back my memories on tape.

UPDATE 11/30/15: Over four months later and I still have no information from them on where my tapes could be. Buyer beware and stay away from Southtree and Legacybox.