Complaint Review: LifeTouch Photography

Very disappointed in our experience with LifeTouch. The school my son has attended for years has used LifeT these last few years for fall and spring photos. The quality of the shots have been pretty hit-n-miss.  Sometimes they are outstanding and others just so-so.  
 
Once again the school engaged LifeT to do the 8th Grade Graduation photos the night of the event. Since we had out-of-town guest and the students needed to be there at 5:30 for pictures I attempted to find out whether it would be worth the added stress to get him there in time.  I called both the school and LifeT to find out what they meant by "Graduation Photos."  Neither place could explain to me what to expect.  Another mom clearly stated she had not been happy with LifeT Pictures and would not use them.
 
We choose otherwise and are now very disappointed! I had hoped the kids would not be 'cow-herded' through since it was not an all-school event.  But not so.
 
Although the picture quality is fine the shot was awful...a 3/4 body shot from below along the center of the photo.  The eye is drawn to the dark suit that my son was wearing AND the back ground.  One has to consciously look for his face.  On a wallet size picture his face is smaller than the one on my driver's license.
 
I called LifeT with my complaint which was discounted with, "no one else has ever complained about that."  They were willing to reimburse me IF and for only the pics I returned.  In order to have something to commemorate the event I asked if they could digitally zoom in closer to the face and cut out all the lower portion of the picture.  No, they could not which I find hard to believe in this digital age or in photography in general.  
 
Now my choices are:  1) Keep the photos, eat the cost, always be reminded of LifeT's inferior service;  2) Return all photos (including group pic), be reimbursed for original amount, eat cost of postage and time to return, not have the evening's memento, nor group picture that came with the picture mate option;  3) Same as option 2 with the exception of requesting the group only picture at an additional cost.
 
How has LifeT gone out of their way to make this situation right?  It is a business.  Apparently they cannot "write this expense off" as they could with the previous reviewer.  Will I use them again?  Probably not intentionally and certainly with caution for any school or event that uses them.
 
It is too bad that the pictures that we had to PREPAY for do not look anywhere near close to what they advertise on their site.