Shutterfly

To say the least, choosing Shutterfly was not worth the money. I ordered a sample save the date which was to arrive in a week. When I did not receive the sample within the time frame given, I checked the tracking and it seemed to be lost in the mail. I was already pressed for time, since the save the dates should have gone out a month ago. So, I called customer service and asked that another sample be sent, Shutterfly told me it would be another week. I asked if they could expedite shipping and they reluctantly said they could guarantee delivery the next day. Well, the next day came and nothing arrived, so I checked the tracking info they gave me and noticed they did not actually expedite shipping. Another week went by and the lost sample somehow arrived, I was satisfied with the product and ordered bulk since again, I was pressed for time and just needed to get the save the dates out. The bulk order arrived a few days later. So, another week and half went by before I finally received the second sample requested and not only did it arrive, so did another customer's order of holiday cards. This really solidified that Shutterfly's organization and shipping skills need improvement and this kind of thing happens often. I called customer service to see if I could ship the holiday cards directly to the customer and they wanted me to ship the cards to the warehouse and then they would send them to the customer once they arrived. That is not the way to do business, at the very least, the company should reprint the order and send new cards to the customer. If my whole save the date shenanigan took a month, there is just no way that the other customer would be able to receive and send their cards before the holidays. So, to shut me up, they lied and said that they sent the other customer my contact information and if they wanted me to ship the cards directly to them, they would have to call me. While I wait for the customer to contact me, they sent me a shipping label in my email and have asked me to return the cards. They never changed their plan of action from the beginning, they are waiting for those cards so they can send them to the correct person. Funny story, I never did receive a call from the other customer.

Additionally, I found their products to be more expensive than competitors. I would hope that Shutterfly's customer service would justify the price, but it did not. They take forever to ship orders and their product quality is similar to the rest.

The Summary: poor customer service via chat; long wait times on phone with random disconnects; no accounting for odd shipping delays and no ownership of responsibility for fulfillment in this whole supply-chain process; printing quality HORRIBLE compared to previous years.

The Saga: It's eerie how similar my experience has been compared to recent reviews. For more than 10 years I have been a TinyCards customer. Since the acquisition of the company by Shutterfly, my experience has plummeted from fantastic to extremely sub-par. Last year the quality of cards I received were noticeably inferior to previous years.

And then this year. Hooboy. What a fiasco. I ordered Dec 8. My cards shipped Dec 10. Notification that Shutterfly would arrive Dec 13. That day comes and goes. Shutterfly tracking system shows an "update" that they will now arrive Dec 17. What?! Then the tracking system shows them as Delivered. Uh, wait a minute, not so fast. They haven't arrived. So I check with the neighbors... Nope. Then I look deeper. UPS tracking shows them In Transit. The 17th comes and goes. I say, "Wait a minute, what gives?" So I contact Shutterfly customer support via Chat. Wow. Poor English, clear apathy, and complete lack of understanding about my concerns. I'm told only, "Just check the tracking with this link" I explain AGAIN the tracking problem. I'm offered a refund for my shipping. "I'm not asking for that," I write. I'm asking, "Is there anything you can do to communicate with YOUR fulfillment partner (UPS) to see why this package apparently is being driven all around my region, and why someone, somewhere is making the decision every couple of days to extend the delivery window, and extend it again..." Because at this point the UPS tracking has been updated to Dec 19 delivery. Completely unacceptable answers from Shutterfly rep, the virtual shoulder shrug. Ok, I'll pursue through live phone support. Wait 39 minutes in the queue, and am disconnected. More wasted time. Well, if Shutterfly has washed its hands of responsibility, maybe I can contact UPS (send email ticket/request and no response).

It dawns on me -- there is no person, no company that will be taking responsibility here. I'm at the complete mercy of the shipping winds, only able to click "refresh" on my tracking screen every other day and pray that something happens. And then UPS suggests the window for delivery could now extend into mid January... So much for sending Merry Christmas cards...

And like a holiday miracle, they arrive. Delivered by USPS. Huh. Okay, I guess there was a handoff. It's Dec 19 now. Maybe we can get these addressed, written, sent... I open the box, eagerly...

The cards are terrible. Yellow cast to the image, a landscape photo that has (and I'm not kidding) the horizon tilting DOWN slope. I'm baffled. Did someone at Shutterfly really decide to rotate the photo 10 degrees? It's a beach scene, folks! The waves, the water, the sand -- they don't tilt! This is not a ski resort! Cards: unacceptable, ruined. I'm not sending THAT to friends and family.

I'm done. Tiny Cards, R. I. P. Shutterfly: NO MORE holiday cards from you. Other products, at other times of year, when I don't care how long the shipping takes... maybe I'll try you. That's a big maybe.

I guess people only take to the internet to write a review when Shutterfly have an axe to grind. To be completely honest, that is how I found this ReviewFeeder site, I'm here to complain about SammyDress (Chinese clothing company) censoring deserved negative reviews on their site. So I guess I'm guilty of same. Anywho, stumbled on these Shutterfly reviews while I was here and I am shocked to see so many negatives with so few positives to round them out.

Well, let me be a positive. I used Walmart's photo processing services for probably close to two decades just out of sheer holdover habit from the days of 35mm film as they were the cheapest and physically closest option for me. I had seen ads for Shutterfly, but they always seemed spendy compared to what I was paying at Walmart. But since the transition to digital I have noticed problems with Walmart's processing. Photos were bizarrely cropped, cut crookedly, colors were dark and the finish grainy. As if I printed out the pictures myself on a home printer. One of my orders disappeared completely and took months to get them to replace it. The final straw was when I received a stranger's photos in the mail from them - and it dawned on me what must have happened to my missing order!

So, coupon code in hand, I bit the bullet and tried the seemingly expensive Shutterfly. I'm so glad I did! I never knew what I had been missing all these years! Bright, Crisp, Vibrant! And the surface finish is like glass. I've never gotten a bizarrely cropped photo from them, I've never gotten a crookedly cut photo from them. I have reprinted dozens of favorite photos with them that I originally had done at Walmart and the results are superior every time. It's like looking at a whole new photo.

As others have complained, they do take a long time to process orders around Christmastime, but that is to be expected. They wouldn't be any good if they weren't busy, right? Plan ahead, people. They have other customers besides you, you know.

I did have to deal with customer service one time when two 8 x 10's I ordered arrived damaged (not their fault - victim of mailman rage). I opted to address the issue in a chat session and they immediately offered to replace free of charge, and I received the replacements in a lightning quick two days. So you people that had trouble getting them to respond to issues via email, I recommend you try chat. The entire chat session took less than 5 minutes start to finish.

As for their keepsake items, I can't comment on them as I've mostly only used Shutterfly for prints. But I did get a wall calendar from them and I was absolutely thrilled with it.

Also I just have to mention they offer a photo finish option they call "Pearl", and it is GORGEOUS! It gives the photo a metallic sheen that makes it look like it has been printed on a highly polished solid surface. Some subject matter/colors benefit more from this option than others, but I highly, highly recommend it for your most cherished photos that you intend to frame. Bright outdoor landscapes really leap to life when processed in Pearl. Yes, it is an expensive option, but wait for coupon codes in your inbox, and it is worth it!

Shutterfly is my favorite photo processor! Five stars for sure!

I ordered 1 25oz stainless steel water bottle for a birthday. A mistake was made and I got charged for another Shutterfly told me to keep it no charge.The bottle looked good & they were nice so I decided not to give it for the birthday so I ordered 5 more to go along with the other 2 for Christmas.The first 2 I ordered came in single boxes, the next came in 3 different orders, 1 in a single box one day 2 in one box another day and 2 in another box another day. These all had the pictures of 5 generations of 1st born girls in my family. The problem was the boxes the 3 singles were ok but the other 4 2 in 1 box & 2 in another box now I don't have 4 single boxes for the 4 in 2 boxes to give and send each one I called and asked if I could get the boxes I needed even said I would pay for them and the shipping but they said NO as they were shipped in 3 orders I ordered all 5 of them at the same time but they chose to send them in 3 separate orders and if I wanted them in 5 different boxes I should have told them... So I was supposed to know that? At a further look at them the pictures were on plastic an put on the bottles (should have read the reviews first)So now I will have to search for boxes that they will fit in.SO DISAPPOINTED and MAD! Will not recommend or buy from them again! They want proof of purchase to submit with this review but I don't know how to do that I'm 74 and new at doing this sort of buying only proof of purchase is on my email and they don't enclose a receipt or invoice in the box.Don't know how to send photo's either.

I was first 'introduced' to Shutterfly through an internet search for wedding save the dates. Because I was a bride on a very strict budget, I took advantage of the promotion Shutterfly were having at that time. My save the dates were beautiful and they came on time. So I ordered from them again because I got another promotion for some free cards so I decided to use it to get the Thank You cards for the wedding. Needless to say the cards were beautiful and I got the cards in a timely fashion... Because I ordered so much through them I was able to get a discount on a photo album. I made the album and made some mistakes by duplicating a couple of the pictures a couple of times, so this is why I didn't give them 5 stars because they should've caught that and asked me about it so that I could've corrected it... but none the less I was happy with the album... so fast forward a couple of years ( I got married in 2014)... I recently took advantage of their Leap Year offer for free frig magnets. I ordered 4 of them on Feb. 29th. I was told that they wouldn't arrive until March 16th. I couldn't quite understand why so long, but I wasn't in a rush so it really didn't matter. But I received my magnets yesterday and they are wonderful. I have nothing but good to say about Shutterfly.

Now let me say this, I didn't know anything about ReviewFeeder before I ordered from them and I'm kind of glad that I didn't because I wouldn't have ordered the things that I needed for my wedding from them. I'm not sure why so many bad reviews, but unless something changes down the line with my ordering I am a loyal customer.

Wished I read these reviews before I became a victim too :(. Ordered portrait from shutterfly. Shutterfly got the wrong shipping address. I thought no big deal. Called them next day. Was placed on hold for one hr talking to different representatives. They claimed they finally was able to change the address but don't be alarm if the emails I get say differently. Next I get email stating the tracking has begun as the product has been shipped. Email says its shipping to wrong address. Email customer service since I don't want to wait for another hr on the phone. Next day customer service email reply not to worry again. Then 2 days later, fed ex updated their tracking so I was able to finally track the product. It was shipping to the wrong address and would be delivered the next day! Called shutterfly, placed on hold for another hr. They didn't know why it was still sent to the wrong address. They say they will have to make a new print. Then, I asked them what will happen to the one that will be sent to the wrong address. Will someone else have my personal photo?!? They did not have a good answer. They then called back a few hrs later saying they can re route the original photo. Talked w hubby... really do we want a portrait int the house that will remind us of this horrible experience? Told them to either give it to us for free to compensate everything that we had to go through or just cancel it. They refuse to compensate us the cost even though everything was their fault. They offered $20 off next purchase. Why would I ever purchase from them again?!? Told them to take a hike, refund my purchase, cancel the order, and look out for bad reviews. Hence this review will keep on going until the company files Chapter 11. Companies with such bad customer service should not be allow to continue profiting from innocent honest hardworking customers. Please let me know where else I can post this to warn people from ever ordering from shutterfly.

Shutterfly, worst customer service ever! Don't trust these people with what's important, your memories. On December 4 we ordered our Christmas Cards from them, as their website ensured us that we would receive them before Christmas. Well, big letdown, we got them after Christmas so now Shutterfly are useless. A few weeks after we ordered them, the website confirmed that they were made, but the delivery date changed to sometime either right before or after Christmas. I guess Shutterfly feels that they can change the rules once they have your money. Then yesterday, we received a duplicate order, with another 60 cards. We didn't order this. I guess we didn't get our first order on time as they appear to be doing everything twice. I called their toll-free number, and said "complaint" when the telephone system asked what the call was about. It recognized the word "complaint" as the automated system said sorry that I was having issues. The system then put me into the general que which had a 30 minute wait time. One would think that if someone had a complaint they wouldn't be made to wait 30 minutes to speak with someone. Then the best part, having being on hold for 29 minutes, they discounted the call before I could even speak to someone. So I called back, waited on hold again and they dropped the call a second time. I was pretty missed at this point and attempted to live chat with someone. I asked the person if they could call me, they wouldn't. They directed me to a supervisor, who also would not agree to call me so I attempted to explain my concerns over my iPhone. I logged on to the life chat with my own name, but the order was placed under my wife's name, so they kept referring to me as Crystal when it was very clear on the life chat that I was not her. Overall, the guy tried offering me a discount for a future purchase, why would this rebuild my trust when they didn't the most important order right the first time? Finally, after I pushed the issue he said I needed to take time out of my busy day, I work long hours, I also have a family and young child so my time is very variable to me and re-box up the cards, drive to the post office and mail them back and then wait for however long to obtain a refund. Returning the cards isn't an issue, as I now have 120 of them when I only ordered 60, and while we handled a few out it appears that that they only want 60 back. However, it is not like they can resell them, and they are Christmas cards which we can't use, so I'm not sure why they want pictures of my family back…. Not sure what they plan on doing with them unless they just want to look at pictures of little girls. Perhaps it is just a game to them and they just wanted me to waste more of my time shipping them back…… Should anyone at Shutterfly want to take the time to look into this matter further, the order number was **************012_38*******8467. Thanks for nothing Shutterfly and for letting a family and all of our friends how didn't receive a card down at Christmas time.

SO Shutterfly GET YOU WITH ALL THESE GREAT SOUNDING DEALS AND STUFF, SO I SPENT LITERALLY 3 HOURS THIS MORNING, I TOLD MYSELF I'M GOING TO DEVOTE THESE HOURS TO PICKING OUT PHOTOS OF MY FAMILY TO PRINT AND MAKE SOME MOTHER'S DAY CARDS AND WHILE I'M AT IT, BIRTHDAY CARDS AND FATHER'S DAY CARDS, ETC. AND I DID... THROUGH SHUTTERFLY. WHAT COULD POSSIBLT BE WRONG? I HAD A BRAND NEW CODE FOR 20% OFF AT CHECKOUT AND FREE SHIPPING FOR THE CARDS. IN THE END, NEITHER CODE WOULD APPLY (I HAD JUST RECEIVED THEM TODAY SO IT COULDN'T BE THAT THEY WERE OLD) AND THEY WANTED TO CHARGE $100 TO SHIP. SO THEY REALLY GET YOU. I WAS SO TEMPTED AFTER SPENDING ALL THAT TIME GOING THROUGH THE PHOTOS AND EDITING THEM, ETC. BUT FOR A $75 ORDER YOU ARE GOING TO CHARGE ME $100 TO SHIP, NOT HONOR THE CODE YOU LITERALLY JUST GAVE ME, AND THE CODE FOR 20% FOR SIGNING UP FOR YOUR EMAILS THAT YOU ALSO LITERALLY JUST SENT TO MY EMAIL ACCOUNT FOR SIGNING UP FOR YPUR STIPID EMAILS? I LITERALLY THOUGHT IT WAS A MISTAKE OR I WASN'T TYPING IN THE CODES CORRECTLY, LIKE SPELLING THEM CORRECTLY BUT NO I TRIED OVER AND OVER AGAIN AND NOTHING FOING. NOT JUST THAT BUT THERE'S AN OPTION TO PICK THEM UP AND NOT GET THE PHOTOS SHIPPED SO I TRIED THAT AND GUESS WHAT? IF YOU CHOOSE THAT OPTION, YOU STILL HAVE TO PAY THE $100... FOR WHAT? I DON'T KNOW, BUT THIS SITE IS SHADY. SO DISAPPOINTING... I LITERALLY WASTED 3 HOURS IN MIDDLE OF A SERIOUSLY IMPORTANT PART OF MY ACADEMIC SEMESTER DOING THIS. I UPLOADED THE AD ABOUT THE FREE SHIPPING FOR THE CARDS AND THE FREE 20% COD. NEITHER WERE HONORED. IT JUST KEPT GIVING ME A MESSAGE SAYING "PUT CODE AT THE END OF SOMETHING" AND I PUT THE CODE THERE AND NOTHING HAPPENED. WHATEVER, JUST A HUGE WASTE OF TIME AND IF I COULD HELP SOMEONE ELSE NOT WASTE THEIR TIME (BECAUSE TIME IS PRECIOUS) THEN THAT'S ALL I'M ON HERE TO DO. OH, ALSO IT SAYS 50% ON ALL OTHER ITEMS AND THAT WAS NOT HONORED EITHER. IT'S JUST REDICULOUS, LIKE NOTHING THEY SAID WAS HONORED. AS YOU CAN SEE, THE DATE ON THE AD IS APRIL 5, WHICH IS TODAY. I'M NOT HERE TO BASH SHUTTERFLY OR ANYTHING, BUT I MEAN IF THIS HAPPENED TO ME IT'S PROBABLY HAPPENED TO OTHERS AND IT MIGHT HAPPEN AGAIN, SO I'M JUST PUTTING THIS OUT THERE SO IF SOMEONE SEES THIS IT MIGHT SAVE SOEONE A LOT OF AGGRAVATION AND TIME. THANKS.

And I use the term "service" lightly. I can't go into the full details of everything that's happened because there's just TOO MUCH! Suffice it to say that Shutterfly discontinued the Video program they used to have and did not adequately warn their customers that the videograms that we had produced would be DELETED. I knew they were changing videogram programs and that I would not be able to make new videos but they were not clear that all the work I'd done for MANY years prior would all be GONE! Unbelievable. If that wasn't enough, I added the new video program because I couldn't access the videos I'd uploaded to my share page. After using their online chat, it was determined that I had to use Internet Explorer in order to view. Apparently Chrome doesn't work for this. After I realized purchasing their new video plan was not needed, I called customer service to get a refund because I didn't need it (thought I needed it in order to view the videos I'd uploaded). I waited TWO HOURS ON HOLD! Really? Then when I started an email to find out what was up they gave me an 888 number. When I called that number I got a recorded message that said, "The number you are calling cannot be reached from your calling area." OH MY GOSH what a waste of my time! In trying to reach someone they are CONSTANTLY telling me to contact a different department. STAY AWAY FROM SHUTTERFLY!

This is the actual conversation with no answers and dodging of the obviously direct question.
Alma Mercedes M: Thank you for contacting Shutterfly! My name is Alma Mercedes M. I will be happy to assist you today. Please give me a moment to verify your account.
Julie A: Hello
Just received notification that my photo order #8000012 has shipped however, not expected to arrive for over a week?
Alma Mercedes M: I appreciated your patience while I was verifying your account Julie.
Alma Mercedes M: I was able to confirm that the estimated time of arrival is January 9,2017.
Julie A: Why? Is it shipping from out of the US?
Alma Mercedes M: This is the regular estimated time using the Economy shipping method.
Alma Mercedes M: We apologize for the inconvenience that this may have caused you.
Julie A: 12 days?!
Alma Mercedes M: Up to 7 business days.
Julie A: Where does my order ship from? City and State please.
Alma Mercedes M: I do not handle that information. I'm really sorry for this issue.
Julie A: Can a Manager answer my question?
Alma Mercedes M: Of course! Please allow me a moment while I connect you.
Julie A: Thank you
**Alma Mercedes M has disconnected. **
Brandon E.: Thank you for contacting Shutterfly! My name is Brandon E. I will be happy to assist you today. Please give me a moment to verify your account.
Julie A: Are you a Manager or was I just zipped?
Just received notification that my photo order #8000012 has shipped however, not expected to arrive for over a week? Where does my order ship from? Shipping from City and State, please?
Brandon E.: I am a part of Tier 2 and may I ask why you want to know about our facility?
Julie A: It states that it will take 12+ days to reach my address.
Julie A: Just curious as to city & state that Shutterfly are processed and shipped to explain the time lag.
Brandon E.: Okay, I see. I am sorry but I cannot say exactly where your order is being printed as we have multiple facilities that we produce our prints at. However the location does not have any effect on the time it takes you to get your prints.
Julie A: Obviously it must as I can order from a competitor that once the order is processed it takes 3-4 working days. As I normally can obtain other packages from wither sites in 2-3 days (IE: Amazon, Ebay)
Julie A: SHAKOPEE, MN
Newly opened in 2014 and custom-built for Shutterfly, Inc., Shakopee is the latest addition to our manufacturing and customer care footprint.
Julie A: Is their a lag from processing to actually being shipped?
Brandon E.: It actually does not have an effect on out products and no disrespect, but Shutterfly is not comparable to Amazon, a company that does not produce any products like our company does. I can say that we have multiple facilities in the United States but that would be the extent of that. I am sorry you feel our shipping times are not what you were expecting and I will certainly note that feedback.
Julie A: Unfortunately, so will I. (Secret shopper 12/2016)
You have disconnected.

I have been a loyal customer to shutterfly for years and have loved most everything I've gotten made by them. However, I just received a personalized 8x10 calendar that had all the right pictures except all the wrong sayings on it. It had random people's names under the pictures and family memories that were not my own family's memories. When I contacted customer service it took over 21 minutes to get a hold of someone and when I did Shutterfly told me that I, myself, had to reorder the item. When I went to go reorder it with the appropriate changes I saw that I still had to pay $7.51 in shipping. An extra almost $8 out of my bank account for an order that the company messed up. I quickly advised the customer service rep and she told me there was nothing she could do so I of course asked to speak to a manager. Another 15 minutes later the manager made me explain, again, why the sayings were wrong. She also could not offer me anything other than standard shipping. Unbelievable. With some patience I finally convinced her to send me a new calendar free of charge (wasn't even going to get into getting refunded for the first calendar) and received no apology and no other offers or assurances. I cannot believe the utter ridiculousness of Shutterfly's customer service. If you order from this company you better hope it's exactly what you want or you will waste hours of your life trying to get it resolved.

I placed an order on Shutterfly on 12/3/15 that had a promotion - use Visa Checkout and receive $20 off your next order. I didn't receive an email with the code right away so I wrote on their Facebook wall on 12/4. Many other people were having the same problem, according to comments. Shutterfly said to message them so they could assist me. I did, and they said "Sorry for the confusion - you'll get the code when the order you paid for with Visa Checkout ships." So I waited and got busy with the holidays and realized almost a month had passed and no code. So I messaged them back on 1/5/16 and they said to check my spam. I said I did, and no email. Then they said, "Oh, your email settings are set to receive no promotional emails from us, so we had no way to contact you." Well, it was no problem for me to be emailed when I ordered so I'm not sure why the promotion attached to my order could not also be emailed, but I fixed the setting and asked them again to please send the code. No response for several days. So, I asked again on 1/9 if the code could please be sent. Then they said, "We'll pass this along to our marketing team so they can verify you qualified and have someone get back to you." No idea why it would take that long to verify that I did, in fact, pay with Visa Checkout. I never heard back from them. On 2/10 I responded one last time to their facebook message to let them know how disappointed I was that no one ever followed through with the promotion I obviously qualified for, and again, they did not respond (keep in mind, their facebook shows they respond to messages "within minutes.") I wrote a factual post on their facebook wall today advising that I was never provided with the promotion I qualified for, and not to bother messaging them for help because they would not follow through and would eventually ignore messages requesting assistance. I also noted that all the recent visitor posts to their page said their print quality was "horrific" and that it's just as well they didn't send me a code since it appears their product quality is just as poor as their customer service. After checking back this evening, I see they removed my comment warning others of their lack of customer service and follow-through with promotions. Needless to say, I will not be using Shutterfly in the future.

Last year I experienced a nightmare with Shutterfly. I ordered calendars to give my family members for Christmas. When Shutterfly arrived they were majorly screwed up with the formatting - sideways pictures, misaligned frames. It was laughable bow bad it was. I called customer service and they fixed it and said they would rush ship the order. They did, and I received one beautiful calendar. Problem was I had ordered 11. So I called back again. At this point I had spent hours on the phone with customer service. They apologized and said they would send the remaining 10. And they did... but they sent the original screwed up ones. I called back again and after an hour on hold they apologized and sent me another shipment. Still screwed up. At this point it was after Christmas and the idea of spending another hour on hold wasn't worth the money I had lost so I just gave up. A couple months later they sent me a coupon for 10% off because they said they did a customer service review that revealed I had a poor experience. No kidding. Fast forward to this year. Apparently the awfulness of last year faded because I decided to try shutterfly again. Guess what? Four days past the original delivery date I find out the package was lost. I called customer service again, spent 42 minutes on hold only to be told that the earliest they could possibly forget the calendars to me is christmas eve. I ordered them in November. I am so over shutterfly that I will never, ever order from them again. I advise that anyone who values their time and effort avoids this terrible company.

I am absolutely furious and disappointed in Shutterfly! After soooooooooo many years of giving them business the moment Shutterfly mess up and I call to complain they can not do anything good enough to make me the customer happy. I ordered on 12/1/14 a photobook, prints, and a photo fleece blanket. I received everything within the appropriate time except the photo fleece blanket. Today 12/22/14 (2 days before Xmas Eve) I call to see what is the problem. Their response (Eric from Shutterfly) that Fedex tried to delivery the item a few times but for whatever reason they could not and it was shipped back to the Phoenix store. Keep in mind I ordered 3 items and 2 of the items were delivered without a problem. 1st why didn't they notify me of this 2nd what were you thinking of doing to fix this problem. 3rd were they just waiting for me the customer to call. They said the best they can do is reprocess it and it was not guaranteed to be delivered by xmas or refund me. Really that's the best you can do? Both choices I'm done wrong. 1st chose my significant other will get their xmas gift late after xmas or 2nd chose I have to rush now to the stores where there is massive chaos because it's 2 days before xmas eve to find a gift. What needed to be done is reprocess the order send it to me at no charge for the stress and embarrassment I had to go through with the order and possibly not having a gift on time for my significant other. Even when I spoke to Nate who stated he was a supervisor he informed me that they were still trying to locate the package in Phoenix cause even though it stated it was brought back to that location they could not find it. Really? How is that my fault? Tell me something you can do to make me happy or make it better. ON top of that he wanted to give me a call back with the location of the package and if it can redelivered or reprocessed. No it is Monday, 12/22 3:45pm 2 days before xmas eve I need an answer NOW... so I can know if I need to go shopping in the chaos of the mall. At the end I informed him I couldn't wait... I've waited enough and they will just refund me back. My incident # *******12957.

I'm a former Shutterfly lover. I've made cards, luggage tags, mailing labels but mostly books. This review is not to comment on the quality of the product which I find to be good. This is about customer service. Recently we vacationed with my sister and her husband. During that time we picked up some coupons for free 8x8 photo books. I made a book and used the coupon I received. My sister made a book that went way over the 20 pages that the coupon covered so I offered to let her use my credit card to pay for the rest of her book. When she went to order her book the coupon was denied. She called Shutterfly and Shutterfly told her that because my credit card was used to pay for a book using a similar coupon hers would not be honored. Does that make sense to anyone? I understand Shutterfly not wanting people to take advantage of a one time only offer but that wasn't the case. She tried to explain that to the Shutterfly representative but was told that once the coupon was denied there was no way to reinstate it. She was offered 50% off her book, a special they had running at the time. I've had other problems with Shutterfly in the past, mostly server problems that caused me to lose days of work. This was just the last straw. I will no longer use Shutterfly for anything ever again.

I ordered a 1-hour pick up at 10:55am this morning.
I went to Target in Walnut Creek (a location Shutterfly offers for 1-hour pick up) to get my photos 1.5 hours later, but Shutterfly were not ready. The staff couldn't even see my order. After I waited another 30 Minutes, I finally left the store without my prints.
I cannot tell you how annoying this experience was. Shutterfly offeres a 1-hour pick up and I understand if it takes a few more minutes. But being in a hurry - this is the reason why I chose 1-hour pick up - I wasted more than an hour driving back and forth and waiting. In the end I have nothing, but being stressed and very disappointed.
I will not pick up these prints anymore and will not likely order at Shutterfly again!

I sent Shutterfly an email and this was their answer:
"The store that you have selected takes 7 days to process the order. I see that you have selected a store that does not have an in-house photo center. Please check the processing time mentioned on the store selector page (the page with the map and the details of the store appear on the left) before placing the order.
For store orders, you are charged for the products only at store pick up. You can go ahead and place a new order at another store in the locality. If the processing of your original order is delayed, the store will hold it on for a few days and then will dispose it carefully. If you do not pick up the order, you do not have to pay for it. It is as good as cancelled."

Why do they offer me a store that does not have an in-house photo center when I selected 1-hour pick up? At the store I was told that they offer 1-hour pick up!
I also expected them to at least apologize for all my trouble!
Shutterfly? NEVER AGAIN!

I placed an order with shutterfly, while working on project I had noticed a promo going on that stated free shipping on $39 or more, so I decided to add a few more things to my cart to receive free shipping. Everything upon check out my order had some to $84 but after applying the promo code my total came to $59. Shortly after I received an email receipt that said my order was $84. Assuming Shutterfly made a mistake I emailed them hoping to clear things up. The state there was no promo for $39 free shipping and that it was $70 which I was short of. Luckily I still had the page one on my computer with my order and promo code I was able to take a screen shot and email it back to them, to which they did not reply twice. As well when I checked my credit card they had charged me $110. They do not have a contact number to phone so I had to go through my credit card company to get the number and they assured me that they would back me on this dispute but I should try and contact them once more. After sitting on hold for 25 minutes and I was greeted by an extremely rude worker who defended the charges and only said she would look into cancelling my order after I had stated I had been in contact with my cc company and they would be in contact with them next. I did end up having my order cancelled. I would like to say buyer beware as this company is not at all up front and their customer service is terrible.

I understand that items can sometimes be flawed, considering how many products Shutterfly pushes out on a daily basis. I have had some decent orders from them. On the most recent $500 order I purchased from them, I received a damaged canvas (not from shipping) and an extremely dark acrylic picture. When I contacted them and explained in detail that the canvases edges were not lined up
Correctly and the acrylic print was so dark you couldn't even identify the people in it, Shutterfly responded with that they are so terribly sorry for this inconvenience and that they recommend I use a better editing software so therefore they cannot help me. Considering I use Adobe Photoshop for a living and the images I sent them were from a high resolution Cannon camera, needless to say, their email felt quite shockingly condescending. When I write back and requested to speak to a manager, after 2 days, I received another email (with no manager contact info) and they asked how they could help rectify the situation. Once I RE explained the issue again and sent in my original pictures and then images of what I received, they finally gave in and said they could replace ONE of the items (the acrylic one). They said it would show up as free in my checkout page... I went to order the acrylic print yesterday and noticed it was not there. I contacted customer service (again) and received an email today apologizing (once again) for the inconvenience and that my order window expired therefor they were unable to help me! Do not look forward going through this cycle of a process again. As I said in the beginning, it is completely understandable for an item to occasionally be faulty, but the poor customer service has been outrageous. I am a huge custom orderer and have spent thousands of dollars. It is unfortunate that Shutterfly will forever lose my business if they cannot fully rectify this. So disappointed.

Shutterfly is not interested in you or your photo project. Don't use them. Do not trust your project to this company. Use Snapfish instead. Shutterfly have higher ratings and their customer service can't be worse than Shutterfly.

I paid for Rush delivery and logged in each day to "track" my package. The tracking info on the website is superficial and inaccurate. It is not linked to where your actual project is in the printing and shipping process. When I wanted more detailed info on tracking I contacted Shutterfly via email. I waited two days and got no reponse to my email. I sent a SECOND email, waited two days and no response. I sent a THIRD email yesterday and received no reponse. Today I slogged my way through their terrible call center and finally talked to a real person who told me that the "tracking" info on the site is ficticious and not to be relied on, even though it says "guaranteed delivery by xxxxx".

All I needed was simple confirmation on the tracking info for my order and sent three emails over 6 days asking for confirmation and tracking info from the FED EX or other shipping company. SHUTTERFLY DIDN'T RESPOND TO MY THREE EMAILS SENT OVER 6 DAYS.

Try it yourself now. *******159. Call the customer service number now and try to talk to "Sara" their automated computer who can "understands full sentences" *******159. I went around and around with "Sara" misunderstanding my request for simple tracking info. I had to repeat my email address four times. To talk to a real person was a 48 minutes wait. Seriously.

Shutterfly is on a downward spiral. Their stock is dropping. This company is cutting corners where they can to survive. Don't trust them. Don't use them. They likely won't be in business much longer providing this kind of terrible service.

I wasted an entire month trying to make a book from my honeymoon. Several crashes, errors and freezes on both the app and website, from an iPhone, iPad and Dell laptop and every one had the same issue. I contacted support through the chat and was told someone would contact me. A few days later I spent 3 straight hours on the website perfecting my book only to have it glitch and delete all of my saved edits when I tried to pay for my book. Once again, I contacted support through the chat and was told there was nothing Shutterfly could do and someone would contact me. I was so frustrated that I sobbed uncontrollably for 40 minutes. Next day I called customer support and spoke to 2 different reps who personally promised to follow up with me and reassured me that I was the only one experiencing this issue. Wrong. I should have read the app reviews before calling. Once again, nobody contacts me back. Try to make another book and same things happen. Call customer support again and the rep seemed to be reading off of a script. No empathy, just insincere apologies. I even asked her to put herself in my shoes, laid out the scenario and nothing. No human emotion. Another promise that someone would call me back. Don't expect to have a good experience with the site, app or customer service. Not only is the functionality of the website and app poor, the corporation itself is, too. This is one company that just doesn't care about their customers. I'm sure I'm not the only customer you lost today.