What made this experience so incredible was seeing my children at the beach for the first time, eating their first bday cake, etc. The expressions were worth every penny!! As a Mom you’re exhausted th... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Easy process, you place your order, they send you the kit, easy instructions, ship back and wait. Routine updates go on what you sent. Quality was excellent, my vhs tapes were over 30 years old, but... See more
Company replied
Very efficient approach for organizing old VHS tapes and 8mm films into a digital format that provides a great platform for saving and sharing precious memories. The instructions were easy and the pro... See more
Company replied
I received my Legacy Box back yesterday and the care and packaging of my VHS were handled with special care. I have not had an opportunity to see the DVD as of yet however I look forward to watc... See more
Company replied
Company details
Written by the company
Simply the best way to preserve your past. Legacybox is the industry leader In hand-digitizing your home movies, photos & film. Trusted by 500,000 Families. Convenient & Simple. Convert your recorded media to digital!
Contact info
Chattanooga, United States
- questions@legacybox.com
- legacybox.com
4.1
Great
2K reviews
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
You save our old memories and brought…
You save our old memories and brought them back to life.
February 11, 2026
Unprompted review
Reply from Legacybox
We are so happy to hear that we could help you relive your cherished memories. Thank you for your wonderful feedback; it means a lot to us.
Smooth and transparent process
February 11, 2026
Unprompted review
Reply from Legacybox
We're happy to hear that you found the process smooth and transparent. Thank you for your positive feedback!
I have used this twice and have been…
I have used this twice and have been happy both times I’m ready to use it again soon
January 28, 2026
Unprompted review
Reply from Legacybox
We're happy to hear that you've had positive experiences! Thank you for letting us know; we appreciate you taking the time to share your feedback.
Easy and professional
Great. Kept me up to date with the timeline. Site is easy to access my digital documents.
February 9, 2026
Unprompted review
Reply from Legacybox
We're happy to hear that you found our updates helpful and that accessing your documents was easy. Thank you for your positive feedback; we appreciate it.
So easy to set-up and follow how to…
So easy to set-up and follow how to send. Good quality and communication.
February 9, 2026
Unprompted review
Reply from Legacybox
We're happy to hear that the setup was easy and the sending process was clear. We appreciate your feedback on the quality and communication.
Handled with Care
Very pleased with the care taken with our tapes. Appreciated having the videos online with links that I can share with family.
One of them the audio was not captured well.
February 1, 2026
Unprompted review
Reply from Legacybox
We're glad you're pleased with the care taken with your tapes and the online access. We apologize that the audio quality of one video was not good. We appreciate your feedback. Feel free to reach out to our customer support team if you'd like for us to look into this for you!
Thank you so much
Thank you so much! My family is watching non stop. Reliving such sweet moments that we forgot about. Precious memories we can enjoy now!
February 7, 2026
Unprompted review
Reply from Legacybox
We are so happy to hear that your family is enjoying those precious memories. Thank you for sharing this wonderful feedback with us; it means so much!
Absolutely Trustworthy And Reliable
Highly professional in boxing, shipping and status updates. I trusted them with my cherished family 16mm and 8mm film reels and they were returned safely and packaged better than I sent them. I would not hesitate in the least using their services again. Highly recommended.
February 4, 2026
Unprompted review
Reply from Legacybox
We're happy to hear that you had a positive experience! It's great to know that you appreciated our boxing, shipping, and updates. We're glad your film was returned safely and that you would use our services again. Thanks for the recommendation!
Order never fulfilled
Aside from the long processing time, Legacy Box was unable to get me into my cloud account where the supposedly stored my videos. I talked to their support on 2 occasions, and both times they told me I would need to create a gmail account and that "may" help. I'm not creating a new account just for this order. In all, their support offered little help other than "check my spam folder".
February 5, 2026
Unprompted review
Reply from Legacybox
Hi there. Thank you for sharing this. I’m really sorry to hear about the difficulty accessing your cloud account and that the support you received felt unhelpful. I completely understand not wanting to create a new email account just to access your files.
I’d really like the opportunity to review what happened and see if there’s a better solution available. Please email us at questions@Legacybox.com with your order number and the email address associated with your account so I can take a closer look and help get this resolved.
I would not use this company again
Have not gotten the email to download my videos, hoping customer service will return calls left.
Ordered the thumb drive but did not get it, just returned the videos I sent. Frustrated!!!
January 27, 2026
Unprompted review
Reply from Legacybox
Thank you for sharing your experience. I am very sorry for the wait. Our standard processing time can complete an order in approximately 4-6 weeks once it arrives in our facility. It sounds like your order will be completed within the next couple of weeks. Please log in on our website to check the current status. You'll receive an email with the tracking details when it ships.
They have a ad on Facebook
They have a ad on Facebook, been messaging back and forth & I am so glad I choose NOT to use them. 1st they had a 50% off but when I didn't order right away, they sent me 60% off. The site shows 10 or more tape "special" I msg I only have 1, then they sent me a link for 2 tape special. I check it out & ad it to my cart. Shipping is 4-6 weeks, which bothered me. Then there is a box checked - Protect your recorded memories during shipping for more peace of mind for $9.95. HUH? I unclick it. I msg again - On your front page it states - 📦
Complimentary Return Shipping Yet when I go to check out it says Shipping
$12.95
They write back - Yes, you have to pay for the initial shipping to get the kit sent to you.
OMG I'm gonna stay away from this company. I started reading reviews & they aren't good.
January 19, 2026
Unprompted review
Reply from Legacybox
Hi there. Thank you for sharing your perspective. I do want to clarify a few things, as there seems to be some confusion. We only offer 2, 10, 20, and 40-item kits and don’t provide single-item or à la carte options.
Our shipping time is typically 6–8 business days, while the 4–6 week timeframe refers to processing (how long it takes to complete your order) once items are checked in, which is standard for media digitization. The shipping protection you mentioned is completely optional and is offered through UPS as added insurance during transit, which most of our customers prefer to have when sending irreplaceable memories.
Lastly, our website notes complimentary standard processing (how long it takes to complete your order), not complimentary shipping, as shipping costs are not included. I understand how this can feel overwhelming when comparing options, and I appreciate you taking the time to share your feedback.
Washed out digital copies and static…
Washed out digital copies and static while my tapes were perfect on comaparing.
January 16, 2026
Unprompted review
Reply from Legacybox
Hi there! Thank you for sharing this. I’m sorry to hear you were disappointed with the digital copies, especially if they didn’t match what you expected based on viewing the originals. We do provide one-to-one transfers, so the digital copy reflects the condition and quality of the original tapes at the time of transfer, including any existing static or visual limitations.
If you believe the transfers don’t accurately reflect the tapes you sent in, I’d really like to take a closer look. Please email us at questions@legacybox.com with your order number and details so we can review this for you and see how we can help.
Extremely cheap DVD media
I was satisfied with the service until I received the DVDs that they transferred all the media too. The DVDs are extremely thin and cheap. Two of them broke. I’ve never had a DVD to break before so these are very cheap products. What good does it do to transfer your timeless videos onto a media that is not going to last?
January 16, 2026
Unprompted review
Reply from Legacybox
Hi there! Thank you for sharing this. I’m really sorry to hear about your experience with the DVDs, especially since everything else met your expectations. I completely understand your concern about long-term durability when it comes to preserving important memories, and it’s upsetting to have discs arrive damaged or break.
I’d like the chance to look into this further and see if we can send you a replacement. Please email us at questions@legacybox.com with your order number and details so that we can review what happened and discuss next steps with you.
This company advertises tapes at $9…
This company advertises tapes at $9 each, but you are required to purchase fixed bundles of 10, 20, or 40. They claim they will include extra barcodes if you have 11 or 12 tapes. What they do not disclose is that any tape beyond the bundle price is charged at $17.99 each, not $9. At that point, there are far more affordable options available. Super disappointed....
January 15, 2026
Unprompted review
Reply from Legacybox
Hi there! Thank you for sharing your feedback. I’m sorry to hear you were disappointed, and I understand how the pricing structure can feel confusing at first. I do want to clarify that we do not offer à la carte pricing. All promotions are applied to our kit sizes (2, 10, 20, or 40 items), rather than individual items.
When additional items are sent beyond the selected kit size, they’re processed as overages at the standard per-item rate. That pricing also includes shipping and output fees, just like our kits do, which is why it differs from the promotional bundle pricing. I appreciate you taking the time to share this, and your feedback helps highlight where we can continue improving clarity around pricing.
Do not ever use this company
Do not ever use this company, ever. I have never been so frustrated in my life with a company over promising and under delivering. This was pretty simple. On their website they advertised 'order now to guarantee before Christmas'. This was on December 12th. They site even had a ticking clock that said 'order before this time to guarantee by Christmas. So I paid the expedited shipping costs, and sent my videos in as soon as the box arrived. I reached out on December 20th, 21st and 22nd with zero response back. Finally on December 29th they finally responded and said that I was also supposed to pay for the expedited processing fee in addition to the expedited shipping fee. But what is worse, is that they then mentioned that in order to have received download back that the videos would have had to be sent in my 11/11/25, a full month earlier than what their website was advertising. After many emails back and forth, they admitted that there was no chance of ever getting these by Christmas even though this is what they were advertising. Furthermore, they refused any responsibility and refused to refund any payments toward this completely bogus 'expedited' process. Their customer service did absolutely nothing and just said 'sorry for the inconvenience'. It is one thing to have missed this window by a day or two but the fact that I booked this only bc their website said 'order now to guarantee by Christmas' only to find out that I wasn't even within a month is just absolutely appalling. This company is terrible and I hope people understand how poorly run this business is from both an advertising standpoint, to delivery, to quality to customer service. DO NOT EVER USE THIS COMPANY
December 12, 2025
Unprompted review
Reply from Legacybox
I sincerely apologize that our timeframes listed on the website were confusing. We try to make the dates for both initial purchases and completed projects clear around the holidays. We even have a page on our website dedicated to the Christmas timeframes so that families can share their precious memories and plan ahead of time. When you purchased on 12/12/25, the information provided was meant for the delivery of this initial package. Some families give the kit as the gift and fill it together. Your tapes reached us on 12/29/25, and that is when the digitizing process began. The Expedited Processing on your order made it possible for us to complete the order in 2 days rather than the standard 4-6 weeks. Please let us know if you have any other questions about this order by replying to the same email conversation. We're happy to help.
very poor customer service and poor communication
I sent one VHS tape to them, ordered a flash drive also. Received email on 01/08/2026 that the digitized file being transferred to my cloud account. 01/12/2026 still nothing transferred.
One email I received from them had a note on the bottom that 1 item was not useable. NO specific reason or what they doing.
They are very slow. NO open communication, no detailed information. on order status.
I would NOT recommend using them at all.
January 12, 2026
Unprompted review
Reply from Legacybox
I’m really sorry to hear about your experience. I understand how concerning it can be to receive conflicting or unclear information about your order, especially when you’re waiting on something as important as your memories.
When files are transferred to the cloud, there can sometimes be a short delay before it’s fully available, particularly if additional review is needed. If an item is flagged as not usable, that typically means our technicians were unable to safely digitize it, but I agree that clearer communication around what that means and next steps is important.
I’d really like the opportunity to review your order, clarify the status of your cloud account, and make sure you have accurate, detailed information. Please reach out to our Customer Support team via email at questions@legacybox.com so we can look into this for you and help provide clarity and next steps. Thank you!
Ordered way before Christmas and am…
Ordered way before Christmas and am still waiting a month later to get my videos. Lots of hidden fees. I should have done more research on this company. Very shady, would not use again.Hopefully I will get my tapes back and footage that is decent.
January 11, 2026
Unprompted review
Reply from Legacybox
I’m really sorry to hear about your experience and frustration with the turnaround time. Processing times can vary during peak seasons, and any costs associated with an order are tied to the options selected during checkout, but we never want anyone to feel caught off guard.
I’d really like the chance to look into the status of your order and review your concerns regarding turnaround times and fees associated with your order. Please reach out to our Customer Support team via email at questions@legacybox.com so that we can take a closer look and help provide clarity and next steps. Thank you!
Digitized video was great...sadly they don't offer conversion of the audio
I loved the movies I found on reels while cleaning out and settling my mom's house! My husband had heard about Legacy Box on one of the talk podcasts he listens to. SO I chose them! I should have researched a bit more....while legacy box did an awesome job digitizing all of the reel to reel movies and audio tapes I sent in....on the reel to reel, they did not include the audio. While being able to watch the videos is awesome, I now have to send them elsewhere, to be re-digitized with the audio! I had already paid for the box when I learned audio was not an option! If they can convert reel to reel film, they should convert the audio also! If you want the entire video with sound...look for a service that converts the complete video with audio included!
January 8, 2026
Unprompted review
Reply from Legacybox
I understand how disappointing it can be to learn that we’re unable to digitize audio on film, and I appreciate you sharing your concerns. I do want to clarify that we are not able to transfer the sound line on film reels, and this is outlined in a Help Center article on our website, as well as in our Welcome Booklet provided in your box. We truly try to be as transparent as possible, and feedback like yours helps us recognize where we can continue to improve clarity.
This wasn’t a decision we made lightly. The choice not to transfer audio on film was an intentional one made by our founders after years of research, testing, and trial and error. We’ve tested a wide range of digitizing equipment, and sound on consumer film reels is extremely rare. It’s even more uncommon for the correct camera and film type to have been used to reliably capture sound in the first place.
In the rare cases where sound may technically be recoverable, the process of isolating and syncing it is extremely time-consuming and often degrades the video quality. Even when syncing is possible, the resulting audio quality is almost always very poor and not something we feel comfortable delivering to our customers.
Your memories truly matter to us, which is why we choose not to offer a service that’s unreliable or one where we can’t confidently stand behind the quality of the final product. I’d be happy to review your specific order and answer any remaining questions you may have. Please reach out to our Customer Support team so we can take a closer look and help however we can.
Frustrated, feeling scammed
UPDATE: See ridiculous reply below. The box I have is in good condition and as stated previously, my original email said there was no time limit. Why would I need a new box -- just to get more money out of me? This is outrageous.
I ordered a box last January, and since late Nov have been arguing with them because since I haven't yet returned my box (been trying to find a way to ascertain if my media was still viable), now they are saying I have to CALL them to get a new box at some unknown fee. They won't just say up front what it is. Email that came with the order stated there was no expiration date "take your time". In a few days they will say the order itself is "expired", though they have over $100 of my money. Now they won't answer my emails.
January 6, 2026
Unprompted review
Reply from Legacybox
I’m really sorry to hear how frustrating this has been and appreciate you taking the time to share your experience. I understand why the situation would feel upsetting, especially when you’ve been trying to determine next steps for your media.
Orders do have timelines tied to them so we can properly track inventory and ensure materials are handled securely, and a replacement kit does require speaking directly with our team so we can verify details and take a payment for the shipping of your new box. (This will range from $15-$25 depending on kit size.)
Please give us a call at 423-375-0000 so that a team member can assist you with the reactivation of your order. Our agents are available from 9AM to 5PM EST Mon-Fri. Thank you!
Scammy Groupon Deals & Poor Customer Service
I've used Legacybox in the past with no issues, but I took advantage of a Groupon deal ahead of the holidays and felt completely scammed. Customer service was not helpful about this (more on what you should know before buying a Legacybox Groupon below), and ultimately the video files that were returned to me were poor quality due to unclean film, apparently. If a person is sending tapes to be digitized, they likely do not have access to a player and cleaner, but this company SHOULD. How hard would it be to clean the film first before digitizing, even if informing us that damage could occur, in addition to all of the other fine print we already accept as customers?
About the Groupon deal: It was $1000 Value Toward Video, Film, andPhoto Digitizing Services. I found out that it doesn't work like a gift card. I thought I bought $1,000 in services, but you cannot use $1,000. You can only buy in packages and they amount to LESS, so several of the other email blasts ended up being a better deal and I ultimately lost money by going with the Groupon option. There is no transparency about this and it feels very scammy. After a lot of back and forth emailing with agents who were not understanding my concern, ultimately I was given a few extra thumb drives in an attempt to get my cart closer to $1,000 so I would get the full value.
October 1, 2025
Unprompted review
Reply from Legacybox
I’m really sorry to hear how disappointing this experience was, especially after having a positive experience with us in the past. I understand why both the Groupon structure and the quality of the final files would feel frustrating, and I appreciate you taking the time to share such detailed feedback.
When it comes to digitization quality, I want to clarify that we perform one-to-one transfers of all media from start to finish. We don’t alter, edit, or pre-treat film or tapes prior to transfer, as doing so can risk damage to original media. This is also noted on our website, where we explain that cleaning services are not offered. Any visible issues on the source material—such as dust, debris, or wear—can carry over into the digital copy, which is why reviewing media beforehand, when possible, is always recommended.
Regarding Groupon promotions, I’m sorry the details were not more clear upfront. However, I am happy to hear that our team was able to redeem the full value of your Groupon on additional outputs so that you received the full value of your offer.
I truly appreciate you giving us the chance to work with you, and I’m sorry this process felt more difficult than it should have. We'd love to take another look at your order and address any remaining concerns that you may have. If there is anything else that you would like to address concerning your orders with us, please feel free to reach out to our Customer Support team so that we can review the details. Thank you!
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