Shutterfly

My wife and I were remarkably disappointed and dissatisfied with our experience. We poured dozens of hours into a wedding album that then came in with the bottom right picture on many pages with a fade filter. We did not want any images faded, but the software added it before placing the order. We were told it was a software issue by a very pleasant customer service rep, and the manager agreed it was a software issue so Shutterfly sent a new one. When we got the new one, all the pages were shifted down a quarter inch so they had a border on top with random barcode text showing, and the bottom quarter inch of the bottom pictures cut off. On some pages the white barcode border would be as much as half an inch on one side of the page, and taper down to nothing on the other side. It was pretty rough. We were charged 30 dollars in duty on this one, and we really felt shutterfly wasnt a good fit for us anymore since we keep running into issues, so we called to request a refund to try again elsewhere. The service rep was very dismissive, and made no attempt to apologize for our sub-standard experience. We requested they pay us the duty with the refund since we paid thirty dollars for a book that is terrible, and have nothing to show for it. He said they wouldnt because it was user error the first time, and when we explained that the manager had told us it was a software issue, he just disregarded the statement and said they wouldnt credit us for the duty we had to pay for a company error. We expressed our displeasure with our customer experience and that we would not recommend the company in the future, and once again he made no attempt to apologize for our negative experience with the company, and simply told us to have a nice day and hung up.
The second customer service rep we talked to did not care that we had been struggling for months to simply get what we had ordered, and made no attempt to keep our business. We had heard good things about shutterfly, but the simple fact is our experience was terrible, we wasted dozens of hours of labour, and at the end we lost money due to the companys printing error on two occasions. We wanted to make it work, but our experience with this company was just disappointment after disappointment. This album was hundreds of dollars and the company didnt care about our terrible experience. Now 10 months after our wedding we have to find a different company and make a whole new album all over again, with nothing to show for the months of work that went into this one.

I won't use a site with shady customer service like this one. When ordering online I have to trust them with my money and information. The order was three items for a baby shower. The total was high, as usual for Shutterfly. So I told my daughter if she could check around for a discount code from the last order, maybe we can afford all three. Her and her grandmother found a 40% off code, and it was a few days from expiring! So we plugged it in, and somehow the total was more expensive than before we entered the discount. I took screen shots and said I would call them tomorrow to see about it. When I call, I am told Shutterfly need the order number or the email associated with the account. So I hang up and dig up the info and call back. Then, I'm told the order number won't help, they need the email. I offer an email, she says it corresponds to the order number. She still won't handle my issue. She needs the name of the account holder? Which, even she admits, changes to whoever's name is on the billing information last used... Meaning whoever orders something last. Because it was her grandmother's credit card, now they won't talk to me. It seemed like one big runaround of excuses to avoid owning scamming me out of money. I was informed there's a 30 minute limit on order cancellations, so they couldn't help me do that either. All of this because I wanted someone to just explain the prices (as they're all over the place, see pics) to make me feel better about the high cost of my order. So I could relax, and be able to explain it to my technologically challenged mother. It's a shame they were so suspiciously reluctant to speak with me, I've spent a lot over the years but my gut tells me it's no longer wise.

This season I've had several issues with Shutterfly. The 3 biggest issues are the quality of the products, the Shutterfly app never allowing me to place my orders and the app and browser not sinking up with my created projects. 1. The quality of holiday cards has gone down. Last year our cards pictures had better quality/ clarity and the colors were more vibrant. I used the same photographer for both sets of Christmas cards. 2. I was never able to place my orders on your Shutterfly app after spending hours creating projects. When I called customer service ( 3 times total adding up to about 2 hours on the phone for numerous issues) I was told to go to a browser to place my order. The browser didn't show my calendar (took hours to make and have done my calendar on Shutterfly for three years) I couldn't get my calendar that order. 3. The Shutterfly browser didn't transfer over my other projects correctly. The kicker was that I couldn't Edit or even clearly see my projects in the browser because I made them in your app. Out of the numerous projects one order was correct when I received them. What stung the most was our Christmas card. On tge front was 1 wrong picture and was white on the back. I created the Christmas card to have 3 pictures on the back with snowflakes as the back ground and the kids ages for our friends and family to enjoy. Because your app to browser projects wouldn't allow me to edit or even see the back of my card I was very disappointed. I also ordered gold envelopes in the app and white came. Overall very disgusted with Shutterfly and will be using a different company next holiday season and for my child's birthday invites. I've been a loyal customer for years.

DO NOT use this site if you are getting products shipped to Canada. I ordered Christmas ornaments for my children on November 27th and still have not received even though Shutterfly were to be delivered between December 8th and 15th. E-mailed site to confirm when I will receive and they have no way to track so they have no idea. I called and spoke to three different people and asked them to re-send expedited shipping so my children will get their ornaments. Apparently, they only ship one method to Canada... SUPER SLOW. They say that they don't consider my order to be lost and still expect it to arrive even though they really have no idea since they can't track it. I asked for my money back and they told me to return the package once it does arrive and they will refund HALF of my money, not all of it. Really? So when my Christmas ornaments arrive in January because they are incompetent with shipping, I can return and they will give me half of my money back? I WILL NEVER EVER BUY ANYTHING FROM THIS SITE AGAIN! I ordered Christmas cards and photobooks from picaboo.com and everything arrived within 3 days! That is what I call good service... they will get my business going forward. BEWARE - DO NOT USE SHUTTERFLY!

I have made a couple of scrapbooks with Shutterfly and Shutterfly turned out OK; however, they have a mobile app that is a total rip-off. They always promise you free stuff if you download their app... All you have to do is to pick the free items, put in the "coupon code" that indicates they are free, and then for pay the shipping... however, of the three times I tried to use this "benefit", two times the order form has "jumped" over the "coupon code" page of the check-out procedure (in other words... it didn't allow me to put in a code) and I've been charged FULL PRICE... and this is for stuff that I was only ordering because it was "free"... not something I really wanted. I am trying to contact customer service to get this last screw up fixed... but they make it hard. When you have a complaint, they send you a "check off list" and if your complaint isn't on the list, there is no way to register your complaint. I hate shutterfly (Unrelated to this stupid mobile app - DO NOT ORDER paper liners for your envelopes. You think you're going to get envelopes with the liners in place, but instead they just send you a pile of little paper cut-outs that you have to tape into the inside of the envelope yourself. The liners have really crappy strips of tape on them that are supposed to make them stick inside the envelopes... but when you remove the "cover" of the tape... it rips off the tape too). Not a customer friendly company at all...

I've spent ALL DAY trying to get my order placed by 7 p.m. e. t. To get Shutterfly's promised delivery by December 24th (for an additional $20 rush fee). It has been a nightmare trying to get the order placed and it required four phone calls to customer service to do it. I DID get the order placed, FINALLY, by 7 p.m. e. t., received my order confirmation email and # from Shutterfly, and breathed a sigh of relief.

BUT THEN, an hour and a half later, I receive an email from Shutterfly saying that my order has NOT been placed due to a card failure. Knowing very well that I have the funds in my debit card account to cover the purchase, I place ANOTHER call to customer service only to find out that the order was submitted with a (different) credit card expiration date from LAST YEAR. Why did Shutterfly hang on to my credit card information for an entire year? Had Shutterfly not done so, they would not have screwed up my order. So, I talk to the credit card department at Shutterfly and she said she would re-submit my order using the CORRECT debit card information. I told her I wanted to ensure that I would still receive my order by December 24th, or I do not want to submit it, as I do not want to pay the additional $20 rush fee if I am not going to receive it by Christmas. The customer service rep put me on hold, came back and said that everything was taken care of as she had re-submitted the order for me using the correct info, but unfortunately my order will not be delivered until December 29th. I asked the rep why in the world she would have submitted the order again when I had asked her not to do so unless it would still be delivered on the 24th! She then offered to cancel the latest transaction.

Oh my goodness, I am SO STRESSED OUT by this experience. I've invested an entire day with Shutterfly, yet I still have NO gift by the 24th, and heaven knows how many charges I actually will have on my debit/credit cards by this company. This company is awful! I usually use them every year for Christmas cards and my gift calendars, but NO MORE! The last few years I have been disappointed in the quality of my cards, but this experience is the final blow.

Discounts and coupons because you fail so often

After two major failed attempts, if you are from outside of California, I highly recommend you find a local option.

First time, 2013 Christmas cards, now, October 2014, First Year Wedding Anniversary Calendar made. Delivery was stated as October 2nd. Here we are on the 3rd and Shutterfly tell me its waiting in the USPS after being shipped by UPS. Wait, why would you do that, why ship it UPS to have it dropped off at USPS? There is a reason the USPS is failing.

Playing it safe, I thought I would have it mailed to my work so someone would be able to sign for it, and they can't even get it to me a day late, instead, now they are saying 5 days late.

So let me tell you, I had a photobook, 150 pages made a few days ago, Tuesday, September 30th. I used Walgreen's, a local option and I received the book Thursday, October 2nd. Oh yeah, and it was easier to use, gave me many options and templates and was quite a bit cheaper than Shutterfly.

I will mention it again, if they fail you once, do not try to use them again because Shutterfly will fail you again, do not think they $10 gift certificate they give you will make a difference, their customer service may offer you another $10 gift certificate, but do not let it happen to you again, go Local, use a local print shop, an in state option or a chain you know you can rely on. But do not use Shutterfly again!

Shutterfly, you have failed me more than once and I will be sure that if I can persuade friend to use another company, I will do that while telling them of my terrible experiences using Shutterfly and the terrible customer service your team provides.

Another Christmas card order that will never arrived. Tracking has not updated in over a week, it is past the expected arrival date, and the company doesn't give a rats butt. Then you wait 20 minutes to speak to a representative (online chat) who types like molasses and take another 30 minutes to say "sorry can't help you (insert some lame excuse about covid) try again in a few days." And repeat that response when you wait another 20 minutes a few days later. Shutterfly are just trying to ignore customers' problems long enough for them to go away.

I looked at my order history and saw that I have spent close to $600 with this company over the past few years but this is the last they will get from me. They blame covid and shipping for these issues but every other package from every other retailer I have dealt with this Christmas has come through just fine. The truth is they are cheap and use the lowest priority, crappy shipping they can to save a buck while charging you $10 to ship a few pictures. Furthermore, their promotions are always glammed up until checkout when you see that most things don't combine or one sale cancels out another. So by the time you go through the trouble of choosing pictures, possibly formatting them, choosing sizes etc etc etc you get to checkout and just accept the higher cost than expected. Garbage company, garbage policies, garbage customer service.

0/10 do not recommend

I have done several small projects without problems. This suckered me into starting a super photo book based on a lengthy trip to Egypt. I started the book and had some 50 pages with two or three hundred photos. I had to put the project aside and concentrate on health issues at home. When I returned to my project I was blocked from editing. I contacted Shutterfly and was told Shutterfly had changed their SW. To accommodate me the engineering staff converted my book to the new SW. Unfortunately many of the pictures did not make it into the new version.

So, I replaced the missing pictures and continued developing the book. Then one day when I opened the book, many of the pictures had again disappeared. I thought I must have screwed up, I replaced the missing photos in the book and became careful to save and sign out each time instead of leaving without signing out. Everything seemed to be going great until the last time I signed in. 75% of my photos were missing, by that time I had hundreds of hours invested in my project. This time I contacted Shutterfly and they told that many of my photos were corrupted and that was the problem. When the photo book was converted to the new SW the conversion corrupted my photos and I must upload them all again.

If they had told me that when they converted the photobook, I could have uploaded them at the time and saved myself all that time and work. I feel they let me down by not informing me that the conversion had corrupted the photos. The photos looked fine. They told me the photo book would never have printed even if it had not crashed. I feel they really were negligent in not informing me of a problem they knew about but I could never discern on my own. Im not confident that that was the entire problem, having lost confidence in them.

Im going back to scrapbooking. I cannot trust that any additional effort will lead to the photo book that would merit the effort. I feel like Charley Brown and the football.

I purchased 2 photo books which I used the Everyday Happiness template with the Color Block Cover. I typically custom design my books, so I've never had experience with one of their cookie cutter books. Time was short and I needed the book for a memorial service. I received my books and the cover was printed wrong. You can't read the title at all because Shutterfly printed two layers on top of one another even white on white. I chatted for more than 45 minutes and was told it was a production issue. I can get a partial refund and they'll contact me when the issue is corrected. NO time frame for the resolution other than 5-7 days maybe. No contact after 10 days. I called and spent more than 1 hour on the phone with a representative who promised the issue was fixed. She placed a new order with expedited shipping at no cost. Second order arrives... SAME issue. I called and was told I could hold for 65 minutes or leave my phone number for a call back. An agent called back and asked that I send a scan of the book. UH NO. The first email I sent went unanswered and I'm not spending any further time. It took 35 minutes, but I'm finally getting a full refund. NO photo book at the memorial and the family won't receive the books as planned. Thankfully, I'm talented enough to design a dust jacket and have it printed. The cover will be wrong; however, the dust jacket will cover it up. On a brighter note, I have 4 copies for free.

I made a small 8x8 20 page book, I individually formatted each page but when I went to pay I was being charged a fee for their formatting. After speaking on the life chat, a representative referred me to an FAQ that answered my question so I closed the chat. I was then made aware that removing the fee involved extensive changes to my book. I then proceeded to ask via message on facebook if there was an alternative answer. The customer service was atrocious, instead of clearly admitting the flaws of the program that trap you into paying unnecessary fees I was repeatedly given round about answers, and generally not being helped. It is not clear that a so called storytelling format will garner an extra charge and that the charge will remain whether or not you use the formatting. As I had completely changed the format to suit my needs I thought it would not be to difficult to remove the fee. I was incorrect. After trying to do as directed and change the format to remove the fee everything was changed. While the original chat representative was courteous, the facebook response was not. I think shutterfly has poor interface and poor service over all. I will be paying the fee and ordering the book if only for the time I have already lost on it. I will never use the site again, just simply for fear or wracking up some other ridiculous fees that no one can help you remove without destroying all that effort.

This is honestly one of the worst customer experiences I've experienced in SUCH a long time. Never before in my life have I had such an experience that has literally made me NEVER want to spend money at your business again and it would make me tell ANYONE who was interested in photo business NOT to shop with your business. And from reading other reviews online I'm sure that people who do their research before buying are being turned away by your terrible customer service.

The end of my order says "100% HAPPINESS GUARANTEED".

1) If you can't make a quality product then don't display quality products

2) Don't guarantee customer service if you can't provide customer service

Don't display a clear product and then send a product with an unrecognizable image: you can't even see the people's facial features.

And when a customer reaches out for your "100% happiness guarantee" don't be a condescending ass and tell them "pick a different image or you'll have the same problem."

Should have told me "pick a different business or you'll have the same problem."

What a joke.

Also they've been removing my comments with the photos of their terrible products.

Don't shop with this business.

Hello, I spent over 2 years completing two 11x14 70+ page photo books with hundreds of pictures that were to be presented on Christmas Eve to my Dad and fellow military veterans who saved and restored an old Navy airplane from being scrapped. The book chronicled the entire 3 year restoration project. My first set of books arrived Dec 8th but most of the text and pictures on the pages were cut off. Shutterfly asked me to proof the books and ensure nothing was too close to the edge and to re-order by the 18th for guaranteed delivery by the 23rd. I spent 8 straight days going through the books; missed family time, social time, Christmas shopping, etc. to get them done by the deadline and the order was placed on the 17th. Shutterfly credited my account the full amount to re-order them and gave me expedited shipping with a guaranteed delivery date of Fri, Dec 23. The day before the guaranteed delivery date, the status still showed in production and the live chat agent assured me the books would ship that day and arrive the following day. Later that same day I called and they said it wouldnt arrive until the 28th due to production delays and I threw a holy fit and escalated the call two levels. Bonnie F. Did work to get the books delivered by Sat, Dec 24th, but they didn't arrive in time for me to make the presentation and the books were still wrong. Diligently, Ive been trying to reach Bonnie via her email and phone calls to customer service with no response. I hope to have this issue resolved soon, receive books that aren't cut off and receive a complete refund. All of my previous experiences have been positive with the exception of this one, which was the most important of them all. Highly disappointed.

I ordered my wedding album on July 30th and it arrived on September 6th. It took over 5 weeks for my product to arrive! Before this, I called Shutterfly to ask for answers and I was basically told there is no way to track my product internationally and that Shutterfly are basically washing their hands when it comes to me getting my product. What does this mean? I spent a whole day selecting my pictures, I made sure I paid you and you can't make sure I receive my product? I was offered to re-order my product. Absolutely NO! I do not want MY PERSONAL INFORMATION LOST period! AND I WANT FOR YOU TO STOP TAKING MY MONEY AND PROMISING SOMETHING YOU CAN'T MAKE IT HAPPEN! This is not Canada Post! I am paying ALLOT of money ($568 IN LESS THAN 2 MONTHS, 3 orders) and you are not able to guarantee that I will receive my product?

I made these photo albums as a birthday present for my mother and the blankets as birthday presents as well. I have spent a total of $568.88 US dollars since July 30th, not even 2 months and what have you done with my last two products. Why international clients don't deserve the same amount of respect than US clients? This is NOT a T-SHIRT I am buying, these are products with extreme emotional meaning and you are not caring at all about how a customer can feel when their special item is completely lost and impossible to track.

Order on Shutterfly only at your own risk, if your stuff gets lost, none will respond for it.

Every time I try to share an album via Shutterfly, it makes me want to tear out my hair in frustration. On 9/16/18 I spent a lot of time adding captions to 46 wedding photos in an "album" I wanted to share with some relatives via email, but my recipients could not see the captions unless Shutterfly logged in as a member. Even then, it was too hard for them to get the "information" button to appear, which is the only way to see the captions. Also, my recipients saw the photos in a totally mixed up order even though I sorted them all in chronological order beforehand. After the sorting I did a final slide show preview, and then hit the "share" button at the bottom of the screen, and realized almost too late that it was only going to share the one photo which the slide show was on at that particular moment! Lastly, the "share" screen itself has a check box for including yourself in the share. I checked that box, and yet never received an email from Shutterfly. In fact, I had no idea if the share happened until a relative responded to me via email and then I was able to clink on the same link which she did. All in all it was one of the most frustrating experiences I've had in a long time.

TERRIBLE CUSTOMER SERVICE. I was so excited to get my wedding album from them only to discover Shutterfly had completely messed it up. I paid additional to have the logo fee removed only to receive it with the logo still. I contacted customer service and asked for a refund only to be told they'll send me another book, which they did, however I had to pay $20 customs on it AGAIN and the logo was STILL on the book. So I contacted them AGAIN. They told me they'll send me another book with free shipping and an additional 39 pages. So I decided to add more pages and when I went to go checkout, they charged my credit card $60 and I DID NOT GET FREE SHIPPING. I contacted customer service right away to tell them I did not want that additional album that I had to pay for again and wanted a refund. They told me it was already in production and they couldn't cancel it eventhough it wasn't shipped. SHUTTERFLY IS SUCH A SCAM. They told me to follow refund instructions once I received the product., which means I would have to pay another customs fee of $20 to get the product only to pay god knows what to return it. I AM SO FED UP. SHUTTERFLY CUSTOMER SERVICE SUCKS. DO NOT TRUST THEM. THEY TRY TO GET AS MUCH MONEY FROM YOU AS THEY CAN. DO NOT USE THEM. I HAVE SPENT MUCH MORE THAN I intended to on my wedding album and it is still garbage. I could've paid a professional company at this point and saved money and it would've been better and less frustration.

Decided to give this site a try due to all the positive reviews. I ordered a 8x10 and a 12x12 for my Daughters Special Olympics Basketball team. The 8x10 was for my Daughters room and the 12x12 was for the Coach of the team. The 8x10 came in great shape. The 12x12 was in a long sleeved box and just gave it to the coach. After a week I emailed the coach and asked him about his photo. He told me Shutterfly cut off the corners and 1 student and himself. I called Shutterfly on 11-21-2016@ 215 pm and talked to Shellan. She kepted putting me on hold and when she finally got back to me she said to send the photo back and we will credit your account. I asked her for a RMA(Return Merchandise Authorization) form and she had no idea what it was. I asked her who was gonna pay the shipping back and she said you! I said no way. She put me on hold 2 more times and came back with this. They will credit my account minus the shipping cost and told me the reason the photo didn't fit was because they didn't look at it before they printed it. I asked her again to make sure what she was saying was correct. She said they would credit my account minus the shipping even without looking at the photo! REALLY. I told her to give me the email address and I will send her the picture the coach sent me of it. I was almost insulted that they think I would waste my time to get a free picture when I offered her to send her the picture the coach sent me of THEIR mistake and then they would credit the cost of the pictrure minus the shipping cost of $2.99. So they would credit me $ 4.00 to my account and not get a good picture back! What kind of business is this? The moral of the story is good luck using this company, I will stick with Walgreens and at least know what I will get in return for my money... WASTE OF MY TIME

Over the years I have made numerous Shuttefly photos books.
We recently returned from a fabulous vacation, and I spent the day organizing deleting and editing photos before I uploaded.

Once I started to design my book it was an absolute disaster. Photos would reappear on other pages, would disappear completely, causing me to have to reload them again. Site would shut down, and I would lose any unsaved work. I learned quickly to hit the save button after every five minutes and still lost work.

After spending half the day working on a book, with only have four pages done, I gave up. In the past I would've had my book almost completed.

Text box of changed so Shutterfly are so small you cannot read the text until it has been imported onto the page and you can see mistakes. Then you have to go back to the text box and hopefully see the changes you need to make.

I haven't made a book in about six months, so not sure if this new upgraded program is the problem. I'm using the same computer I had last time. So today I'm going to research other photo book sites and change because I can't waste another half-day for for lousy pages.

Trust me... Do NOT order from this company. Shutterfly don't even deserve 1 star! They lie, have customer service people who do not speak English clearly and are not trained properly! It has been a nightmare dealing with these people. I have spent 3 days calling repeatedly on my one order and each time on the phone waiting to speak to a representative for over a 1/2 hour. The last call was over an hour before anyone picked up! I placed my order on December 4 with a guaranteed delivery on December 14. I checked the tracking # and on December 9th my order was delivered to a PO Box in a completely different State in which I live. On Dec 11th the UPS tracking Information stated that the package was undeliverable and was sent back to the sender! I called Shutterfly immediately to inquire and the lady assured me that was a mistake and I would receive it by no later then the 16th. Well on the 18th still no package.So once again call and put on hold and after about 40 minutes the male representative with a horrible accent could not help me and once again put on hold. The next rep told me the order was sent back to their company and they had to reorder me new calendars and I was promised I would receive them by December 22. I just received an email stating that they were just mailed out on the day their guaranteed I would receive it. (Dec 22) These are Christmas gifts that I ordered way in advanced and this company just doesn't care. As I type this review I have been on hold with them for over an hour and still no one picks up. You all have been forewarned! What a horrible company!

Shutterfly's customer service is terrible and their system is absolute crap! I ordered a living social deal for a calendar. As it turns out, I couldn't apply the deal to the calendar I created because it was an 18 month and not a 12 month like the deal was for (in the fine print said it could apply towards a different size, so naturally I thought I could apply it to a different month range). I called customer service. The RUDEST girl answered and pretty much told me "too bad, make a 12 month calendar instead." She didn't try to make things right or anything. She didn't even ask my name when she picked up and just sounded irritated the entire time. I got off the phone and tried to save my calendar as a 12 month calendar so I could use the stupid deal, but I wanted to save the 18 month calendar in case I decided to buy it in the future because I had put so much time into it. All the other times I've changed the calendar and then saved it, a save option window pops up giving the option to save changes to the current calendar or save to a new calendar. I thought changing it from 18 month to 12 month would give me the same option, but it didn't! Instead, it overrode my original calendar, deleted the 6 extra months, and changed ALL the fonts back to default. I called customer service again and felt completely panicked that I had lost all of my work and was thinking that Shutterfly had some cache or backup or something of my account information that would allow them to retrieve my original calendar and they pretty much said "No, no way to retrieve anything. Too bad, you'll just have to redo it". Well too bad for you that I'll never give you business ever again. Shutterfly SUCKS! I spent weeks on that calendar just because I had that promo and now all I have is a bitter heartache about my lost calendar and the lack of care and respect that Shutterfly has for their customers. It's obvious that Shutterfly doesn't give a rat's *** about the time and energy that their customers expend on these creations.

We bought our 75 Christmas cards for Shutterfly this year. We were sending out our cards when we realized Shutterfly had shorted us by 10 envelopes so we didn't have enough to send to all of our friends & family. I called Shutterfly on Dec 11th to let them know that Shutterfly have shorted us 10 envelopes, that we couldn't send out all of our Christmas cards and I asked for them to rush us 10 envelopes. The guy I spoke to said he would send 10 envelopes to us and we would receive them on the 18th. I complained that was not acceptable. He said he was sorry but there was nothing else he could do. Our Christmas cards would be late going out because of Shutterfly's mistake. I told him Amazon & others deliver to us in 2 days & I wanted to speak to his supervisor. He said he was the only person there and could not get in touch with his supervisor. I'm sure that's a lie. I told him get me to someone that I could talk to about getting our envelopes earlier. He put me on hold and said he would try to find someone to help. He later came back & said his manager approved a rushed shipment and we would receive the envelopes by the 14th. That was acceptable. He said he was processing right then for us to receive them on the 14th. I thanked him for his help. I received an email from Shutterfly yesterday saying we would receive the envelopes on the 19th. Now I'm really angry with Shutterfly. Shutterfly made a mistake in our first order, then assured me we would have the envelopes by the 14th, then they sent them out without a rush. The guy lied to get me off the phone and they did nothing to rush our shipment. Very poor customer service. Yes, I will now go out and buy envelopes so we can send out our cards so that our friends & family will get them in plenty of time for Christmas. Clearly Shutterfly does not value its customers enough to make up for their mistake. They should train or fire the guy I spoke to if they really value their customer support. This is the last time I'll order from Shutterfly.

Shutterfly does have a good product line. My problem is that their packages do not arrive on time. This is my third order that has not arrived either on time or not at all. The first package in 2019 was due to arrive on 12/23. Ordered 6 weeks before. It arrived on Jan 3,2020. The second glass was suppose to be here on Fathers Day 2020 and it arrived in Aug or 2020. Now I have placed an order for Christmas cards before Thanksgiving. Shutterfly were suppose to arrive on Dec 10. They said they mailed them on Nov 22. I called them on Dec 7 to say 15 days was way too long to receive a package. They basically said there was nothing they could do until the 10th. They were sure it would arrive. It did not. I called back and they immediately put in a new order - now not delivered until the 20th. I live in HI and have very limited time to get the Christmas cards turned around. That is assuming they get it mailed out. For as much mailing as they do, their tracking system is really not tied to their vendors. Just their estimates. They send updates based on what their system says, not the actual vendor tracking. I will not be using them in the future. Three strikes and your out. I would not recommend them.

Customer service at Shutterfly is HORRIFIC. After taking the time to create a photo book (the learning curve was a bit steep :)) , I finally attempted to place an order. It was difficult as I originally started on the website, but was required to download an app to customize the book. I was presented with numerous free offers and Shutterfly looked great but I had to go to the app to get them. Another download... The two orders didnt sync and I eventually gave up on the free items. I placed the order. On my confirmation order I realized it had ordered two books, not one. I called customer service for help. The representative was rude, uncaring, and interrupted me. He kept telling me he would cancel my order and I needed to place the order again. I asked if he would stay on the phone to help. He told me if I would actually listen to him I would be helped! I requested a different representative at that time and told him he was rude. He then placed me on hold until the company closed (about 5 min) when I was promptly disconnected with a call back during business hours message! WHAT?!?

At that point I went back to the website (not either app!) and was able to figure out how to correct my order. My 13 year old IT guy (also known as my son!) helped. I emailed Shutterflys customer service and shared the experience. They responded quickly. The response? My order appeared correct, sorry for the inconvenience, let them know if I have questions! Again, WHAT?!? Just because I fixed my order myself, all was well? Wrong. I cant believe it is okay to treat a paying customer so disrespectfully. To add insult, my free items increased shipping costs exponentially. For a free notebook and deck of playing cards. Not so free! Hopefully the items will be of quality.

If you are looking for a website with a learning curve, multiple apps to download, saving projects on said apps to go back to the website to order, crazy shipping costs, and exceptionally rude customer service representatives, go to Shutterfly! Otherwise I am positive there are better sites.

So Shutterfly has been around a long time. Used to be good. My experience the last couple months has sucked. 1) Ordered prints. If you upload a photo, click on "Order Prints," it has you pick the size and voila! Your are done. Made me assume the site automatically resized the pics to the selected size. Instead, my 8x10s of my soccer team ended up with the two boys on the outside chopped off. I contacted them, Shutterfly kindly resent the prints. I said, "Are you sure these aren't going to have the outside cut off?" The rep said, "No - they will be perfect." Got the prints - they were no different than the first. 2) The free shipping method sucks. Shutterfly should dump it. I realize they aren't the shipper, but the UPS-USPS free shipping is horribly unpredictable. I got 1/6 shipments around the estimated time. Days went by for the other 5/6. UPS said I would have to have the shipper contact them since it appeared they were lost between UPS and USPS. Again, to Shutterfly's credit, they reprinted all the prints at no cost and shipped with a better method. Finally ended up with ALL the prints - eventually. 3) I ordered several hundred dollars of prints and framed photos as gifts. They had a sale THE NEXT DAY for 50% off everything. So my framed print, marked down from $154 to $102 was now only $90. But I ordered 3 of them - $36. So I realized I didn't necessarily deserve the additional discount, but thought I would ask. I didn't even bother with the prints that I also ordered that were also discounted more. I was told that I had been given a $36 gift cert / card - applied to my account. Days went by - nothing showed in my account. Rather than give up, I tried again and asked if they had records of the chat logs. Explained the conversation and the promise, but nothing in my account. Rep took FOREVER (maybe hoping I would go away?). Took her 30 mins to respond. She told me she had applied a $24 gift cert / card. So by this point it wasn't really the $, but the fact that they didn't follow through on what they said. First the rep who never really awarded a gift cert / card. Second, this rep who did it but for $24. I was like, "I'm done. Not trying to be unthankful, but everything with Shutterfly takes way too long and is way too hard." She apologized and then told me $36 had been applied. I refreshed several times and it never changed from $24. So I guess she was just lying to me at that point. She finally won for the additional $12 - because I finally quit the chat. A shame too because if you compare $12 to the future profit they could have made with better service and quality - they lost way more than $12. Oh well. There are plenty of other options.

So, I ordered a photo book for my parents for Christmas. I was guaranteed the 23rd as the arrival date based on the shipping I payed for. On the 23rd that morning I received an email stating that my package was going to delayed for another 3 days. The lady I talked to was very insensitive to my problem that I had and only refunded the shipping. I called again to speak to someone about how I felt and Shutterfly explained that It was being overnighted and that I would receive it the 24th. ALL I CARED WAS TO HAVE IT FOR CHRISTMAS.
Little did I know I never received an email confirming a shipment, so I started a live chat. And the lady explained it still wasn't shipped. She refunded the total purchase and explained that it would still ship which made me feel a bit better. And now after checking the status THE ORDER WAS CANCELLED. Now I am here unable to reach out to anyone, with an item I spent hours putting together that might or might not come after Christmas... I feel like I have been passed around, and that My original shipping did not come in even though they guaranteed for Christmas... As A first time customer I am not impressed, and don't plan on coming back

Shutterfly has the absolute worst customer service I have ever encountered! I have never received my item and cannot get a refund! Although I had never used their service before, for Christmas I decided to create a meaningful and personal gift and looked into Shutterfly to create a woven picture blanket. I placed my order on 12/18/2013 and payed $30.00 in rush shipping to guarantee a delivery date of 12/24/2013, for a total of over $130.00. I decided on Shutterfly because the many reviews and picture reviews on their site looked promising, and I could receive a guaranteed date of before Christmas.

A couple days later, I received an email from Shutterfly that my order had been delayed until 12/26/2013. That won't work as a Christmas gift, and was especially frustrating as I payed $30.00 to guarantee my item by the 24th! I called Shutterfly's customer service number and was told there was a wait time of 57 minutes, but it gave the option of having a customer service representative call me back when I reached the front of the line. I opted for that, but I never received a call. I then wrote an email to Shutterfly explaining my problem, and an autoresponder told me my email would be replied to within 24 hours... 36 hours later with no reply I emailed 3 more times.

Then I wrote a negative review on the Shutterfly woven blanket page. My review was approved and posted, and not an hour later I finally received a reply. I received this reply on the 22nd, 3 days after I initially contacted Shutterfly! This was the response I was given:

"Thank you for contacting Shutterfly. Our apologies for an unusual delay in delivery of your order. There are orders queued up at the lab and this has caused the delay. Please note that estimated date is just a notification, if you have not received your order before Christmas then please write back to us we will refund your amount. We do not want to pay for the order which has not arrive ontime for an event. We thank you for choosing Shutterfly. Please let us know if we can offer any additional information."

Great. So now I know this means I will have to try to contact them again when my item won't arrive on time. Shutterfly then removed my negative review from their website. Well what's the point of having reviews if Shutterfly just delete them!?

So on the 26th, two days after the delivery date I was charged $30.00 extra to guarantee, and still without my order, I again tried to contact Shutterfly. Again the phone line was pointless, and I still have not received a response or refund. After another 24 hours of waiting for a response, I have just written another email to Shutterfly. I have now been emailing Shutterfly for 8 days trying to receive my item and/or a refund! I even received another automated email from Shutterfly saying that my order is now delayed until 12/31/2013.

Shutterfly has stolen $130.00 from me. I have not received my order that was guaranteed to arrive by the 24th. I payed $30.00 to guarantee this date. I will never use their service again. Instead of a heartfelt, personal gift, I now have no item, nothing but a $130.00 hole in my pocket and a nightmare!

We have spent several hundred dollars on all sort of Shutterfly products over the last several years and have always been impressed with their service.

Unfortunately, this year is so much different. We question whether there are significant quality control problems with Shutterfly that may be signaling the eventual demise of this company.

We ordered our Christmas cards and 5 other items in mid-November. We were notified Shutterfly had been shipped on November 22nd. After nearly three weeks of waiting with no cards in sight, we contacted Shutterfly. They refunded our shipping costs and provided a small credit to be used on a future order(as if). Their solution was to ship us another set of cards. When we asked them to sent them by expedited shipping. They refused because we live in Canada.
It is now December 20th and we still have not received cards from either shipment. Right after Christmas we head to Arizona so who is going to send out these cards? Oh well we can try sending them out in 2018 scratching out the 2017 displayed on the front page and aging the family members in the photos.

In the USA, the cards are shipped by UPS. Shutterfly, UPS also operates north of the border. We pay for your products in US funds so give us the same level of delivery service. If you are unable to do so then stop accepting orders from Canada.
It does not seem to make any difference whether products are shipped UPS, USPS, or Mail Innovations.
Merry Christmas.

I just had the worst experience with Shutterfly. I ordered some custom photo ornaments as gifts for the holidays. Shutterfly came out horrible... the faces were so blurry they barely looked like humans. When I reached out to customer service, I was told it was because my photos were too high of a resolution and kept sending me a resolution guide which never mentioned ornaments. They gave me a 50% off coupon so I could reorder them (mind you they have a 100% happiness guarantee on their website). After 5 excruciating back and forth emails later, I finally got someone to tell me what exact resolution they needed to be. I had to download an app to resize all of my photos. Then, none of the new photos could be uploaded to their website or app. After an hour on chat with customer services troubleshooting everything under the sun, they finally told me to e-mail them the photos. Then they tell me the resolution is too low (the resolution they told me my photos needed to be). I got so frustrated, I just said forget it I want a full refund. I went and purchased custom ornaments on Walmart.com instead for 1/3 of the price. I will NEVER do business with Shutterfly again.

Updated review at CHRISTMAS: NO CHANGE. I would like everyone to know that while Shutterfly replied with lip service on a couple of review site Shutterfly have done NOTHING! In fact, I have called and emailed and apparently they don't want my business. I'm going to try out Vista Print this year. I'm a reasonable person and I would have taken this post down or made a flattering edit but this is beyond - beyond - beyond terrible customer service.

Original review at HALLOWEEN:
I am SO disappointed with my Shutterfly experience for the second year in a row. My cards came with bent corners again. The quality of my cards is ridiculous. The front pictures carried over to the back of the card! The fold is incorrect. I've been on the phone for over an hour and their phone system keeps bumping me off. After 4 attempts I finally spoke with a professional customer service agent who properly noted my account and waited with me until I went back into the phone queue to be called back by a manager. I still haven't been called back. I've been loyal to Shutterfly and Tiny Prints spending $300-$500/year on Halloween, Christmas and Valentine's Day cards but today we part ways.

Loyal Customer since 2013

I tried changing my order delivery address before my package was shipped and I contacted the customer support team to help change it and Shutterfly said they understood my request and wanted to help but ended up having a technical error causing them to not be able to change my delivery address and then I would receive an email stating the error on their side had been fixed so we could change the delivery address. Well a day went by and they still had not notified me that they had fixed the error but I did get the notification that my package shipped so perfect timing on their part, right? I just think it was too convenient that they had an error preventing them to change the delivery address on my package and never followed up on getting the error fixed so it was too late to change it. At the end of the day it was my fault for having the system auto populate my old address but it sucks trying to get a package that was delivered to the wrong address when it would have just been easier to change my delivery address before the package shipped in the first place. Definitely going to reconsider using Shutterfly in the future due to the fact that their customer support team will give you the run around until it's too late to fix the issue.