SORRY IT'S LONG BUT THEY SUCK A LOT!

I am not exaggerating when I say that the worst decision I have ever made was sending my precious memories to this awful company. I wish I had seen these reviews before I sent them my tapes.

It was supposed to take 10-12 weeks but it took 21 weeks. I bought the box on October 14 and I received my order back on March 21. They might reply with some flimsy excuse like "the 10-12 week average is subject to change, we had a lot of holiday orders during that time." Don't be fooled by this, it is a pre-packaged message that is supposed to buy them more time. But the timeline isn't even the biggest issue. The biggest issue is that THEY WILL LOSE YOUR TAPES AND NOT CARE!

I sent them 20 videos, they only sent me back 2 videos. They claimed that the other VHS tapes must have fallen out of the UPS box when it was sent back to me. When I sent them the videos, I carefully put them inside the small box they provided, which then went into a bigger box. When they sent it back to me, the videos were all free in a large flimsy box that was barely taped together. Also the USB drive that I bought was not included. I can't believe they would use such a terrible box and only one piece of tape when sending back someone's valuable property.

So after calling and emailing them for several days, I finally got a call back from the customer service supervisor (Michael). I expressed my frustration about them losing my family's priceless memories. He was extremely rude and made me feel like he was doing me a favor by looking into my missing tapes. He said once the tapes leave the facility it is no longer their problem... but he could look into it for me. Such a rude thing to say to someone after you have lost his most valuable possessions. He continually talked over me and had a rather derogatory tone.

They finally sent me a digital download file but the videos are AWFUL. They are all 6 hours long even though the actual videos are only an hour or so, which makes the file sizes unnecessarily large. Half of the videos don't have anything on them, they are blank. For a few of them, the quality is so bad it is unwatchable. Out of the 20 tapes I sent, only 8 are usable. This means that the other 12 tapes are now lost forever. The fact that I can never see these tapes again is what really bothers me. These are the only videos I have from my childhood. I was born in Syria and moved to America when I was 5 and they lost my baptism video. This is the only footage I had from when I was a baby, everything else has been destroyed. They also lost my parent's wedding video. We don't have any pictures of these occasions as they were all destroyed - it was just these videos. I still can't believe they lost it.

After all of that, they said they would refund me. The total after tax and shipping was $260.84. I waited over a week and emailed them several times about the refund, but they never processed it. So I had to dispute the charge with American Express. They also said they were going to resend the USB with whatever videos they could transfer and even sent me a tracking number. I checked the tracking after a week only to find out that the label is still in pre-shipment. It was never sent out.

It's honestly mind-blowing how awful they are. The people working in the customer service department sound like they are about to fall asleep. These are all the people I talked to over the past 5 months. If you talk to any of these people just know that you are most likely screwed: Cierra, Chesarea, Mary, Chelsea, Hillary, Joe, Kai, and Michael. Michael is the one in charge so you can just ask for him, but he will probably not call you back. I asked him if he could go over to the production people and just see if my tapes are there but he said he is in a different city than the production team. However when I called customer service back they told me that they are all in the same location as the production team in Chattanooga, Tennessee. So he was lying to me in order to make his job easier. That seems to be the entire culture of this company.

The quality control manager's name is Taylor. I tried to speak to him but I could never get through. It seems like he is the one that is truly responsible for all of the terrible things that people say about this company. It is under his supervision that these transfers don't work or things get lost.

If Legacy Box replies to this please keep in mind that THEY ARE LYING. They have strung me along for the past 5 months. Please do not use them, go to a local shop or buy the machine to do the transfers yourself. Even if it's more expensive, it will save you a lot of headache.

I hope this review can help at least one person that might have been hurt by this terrible organization. By the way there is an entire website dedicated to how awful they are (https://legacyboxreviews.com/).

Sorry for rambling but I had to get that off my chest. Thank you for reading and please please please DO NOT WORK WITH THIS COMPANY!

TLDR: Legacy Box lost my VHS tapes, blamed it on UPS, and didn't refund me until I disputed the charge.

I sent my tapes in with prepayment in early September 2023. Now Feb16 2024 with no sign of my tapes

I thought that I'd come up with the perfect way to allow grandparents who can no longer travel, the ability to see their grandkids on a regular basis…BUT LEGACY BOX MASSIVELY SCREWED IT UP…AND THEY ARE TAKING NO RESPONSIBILITY FOR THEIR MISTAKE! I spent over 100-hours pouring through tapes and meticulously chose 20 to be made into, what I hoped would be, cherished and treasured sets. I sent off the tapes and I ORDERED FOUR SETS OF DVDS. When Legacy Box returned the tapes and the DVDs, inside the box, the discs were separated into 4 sets, each set individually bound together. I gift-wrapped each set and sent them off for Christmas. A month later, I start getting texts and e-mails from grandparents that their set contained MULTIPLE COPIES OF THE SAME DVD! Even though Legacy Box individually wrapped 4 sets, what was contained in each "set" was 4 copies of Tape 1,3 copies of Tape 4,4 copies of Tape 13,2 copies of Tape 17,1 copy of Tape 18…you get the picture. I immediately e-mailed Legacy Box and informed them of their blunder. I also requested that the company remake the DVDs into actual sets and send them to the grandparents. Do you know what their asinine response was? "We are sorry that you are unsatisfied with the product. However, you ordered 4 copies of each VHS tape. We sent you 4 copies of each tape; therefore, we fulfilled our obligation." Again, I e-mailed customer service and stated, "You sent me 4 individually wrapped sets of DVDs. A logical person, who had ordered 4 sets of DVDs, would NOT unbind the sets for fear of mixing up the sets. NOTHING in any online or printed literature instructed me to unwrap the sets and organize them myself." I had already paid close to $1000 for this service, and Legacy Box had the gall to tell me that if I wanted the DVDs redone, that it would be my responsibility to pay for DVDs and for any shipping incurred. And when I pointed out that since it was now becoming MY chore to correlate the sets (and to remedy their error) that I had paid them to sequence, that I should get a refund for doing their job. Damon simply replied, " Unfortunately we will not be able to offer a refund for this issue as we were able to convert all of your items and you did receive the 4 disc copies that we were supposed to create for you."

So, now I am forced to ask grandparents, who struggle with balance and stability issues, who never drive and who rarely leave their houses, to brave the snow and ice of winter in order to return the discs to me, in order that I can go through every disc and reassemble them into ACTUAL sets. In theory, I am doing Legacy Boxes' operations for them. UGH! I will regularly tell people what a nightmare Legacy Box is as a company and I will instruct EVERYONE to look elsewhere when converting memories.

Received a digital link only, I would have preferred my music on CD.

Thank goodness I requested pictures to a USB, because I could down load them to my computer

Just look at all these recent reviews (sort by newest to oldest). The only consolation is that I now see that I am not alone...I just wish I had come across this site earlier...

Instead of writing a review, I'll share my experiences and feeback that I provided Legacybox. The hope was that they would at least try and make things right, and/or offer a refund. But no, instead they chose to argue and refuse a refund; so I'm out the $250-$300 I paid.(I don't exactly remember as it's been SO long since they took my money!).

Feedback to Legacybox follows...

It pains me to write this but as a business owner who appreciates and values the feedback we receive from our customers, I felt this worth sharing. I hope you feel the same...
In short, I am tremendously disappointed with the outcome of my order.
When I found you online and submitted my tapes, I was super excited about having my old tapes digitized. While I was aware that you all were having challenges with the labor market, I understood and was patient, even though it took several additional weeks beyond the original extended estimate to have my tapes digitized.
Unfortunately, however, that would be the least of my issues. The quality of work overall did not meet my lowered expectations.
A few of examples include:
1. The video was not cropped properly. The portion that was digitized was raised off-center from the viewable area.
2. The recordings in many cases extended well beyond the recorded portion of the tape. For example, a tape I sent in may have only had 20 minutes worth of recorded video, however what I got back was an hour+ file, with the back 40 minutes just blank blue screen. It would not have been difficult for your technicians to simply scrub the video and cut to the end point.
3. The overall quality of the recordings were subpar. Most of the tapes I sent in were digital and and of high quality and I should not have experienced (much of) a degradation in quality. However for whatever reasons the quality of the video digitized was quite a bit worse than the source data, and in many instances there were a lot of digital artifacts in the video.
4. You all digitized the recordings without consideration to their aspect ratio. For example I had tapes that had a combination of recordings at a standard 4:3 ratio as well as wide-screen recordings recorded at a 16:9 ratio and yet the entire tape was recorded at a 4:3 ratio, meaning all of my 16:9 recordings were compressed.
5. Worst of all, unfortunately, some of the recordings did not include significant portions of the material on the tape. I cannot begin to understand how this could happen.

I was prepared to try and overlook these shortcomings so that I could move on with this project. However once I realized that not all of the material that I submitted and paid for had been digitized I knew that I could not accept this. Today I was able to find the adapter that enables me to connect my camera to my computer so I will start over with this process and do the entire thing myself. As a result of this and #5 above, I would like to respectfully request a refund of my payment. I'm happy to further discuss this with anyone, and hope that you find me taking the time to share this feedback as valuable and helpful so that you all are able to provide a better customer service experience with your future customers.
PS - as if all of these issues I've experienced weren't enough, there are yet two additional final complaints I have yet to share:
1. Apparently there was one piece of media you guys were not able to work with. But instead of proactively refunding the amount I paid for that media, your company policy is to hold on to customer funds and instead offer to digitize some other media, "free of charge"! 1. It's not "free" if the customer paid you, and 2. This makes absolutely no sense as customers will have already provided you with all of their media. I find it bewildering that you don't simply just, by default, refund customers for media that you do not digitize.
2. You all flood your customers' email with an absurd amount of spam! If only you all spent half as much time and effort on your work product as you do trying to lure in unsuspecting customers, you all would be way better off.

GREAT JOB FOR A VERY NICE PRICE THANK YOU...

Great job with such old 16mm & 8mm home movies! Highly recommended!

So nice to have our old 8mm tapes on disks and stored in the cloud for easy download.

So happy to finally get my old hi8 tapes digitized. Fast service, decent quality