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.

I am sorry that the holiday promotions felt misleading. Our Customer Experience team will be happy to help you discuss all of the options. You can reach us at [email protected] with your questions. The $8 Tapes and Film Transfer Sale is the starting price for the kits of the various sizes, but we do have several options to choose from, and we do need to know how you would like your files returned to you. We list the different storage options separately in the shopping cart so that you can build a kit tailored to your needs. I hope this helps. We would be thrilled to help your family digitize your precious memories and share for generations.

Thank you for taking the time to share your feedback. I am really glad to hear you’re happy with the quality of your transfers, and I am so sorry for any confusion or frustration caused by the Cloud storage trial. The Cloud is a subscription service, and Legacybox does send an email reminder prior to renewal. You can also cancel the subscription at any time directly through the portal — even before the renewal date — so you always have full control over whether you keep the service. I’m not able to look up your order from here to confirm the cancellation, but our team would be glad to help with any questions or walk you through cancellation if needed. You’re welcome to reach out to us at [email protected]!

I’m sorry to hear that your experience did not meet your expectations, particularly given the importance of the memories you shared with us. We take feedback like this seriously, as our goal is to deliver consistent quality and clear communication throughout the process. While outcomes can vary depending on the condition and format of original media, we would appreciate the opportunity to review your order in more detail. An agent has reached out to you separately to further assist.