ComplaintsforShutterfly, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i worked on a project today for 4 ongoing hours. it is a photo book. nearing the end of me being done with said project, the website freezes up and a pop up from shutterfly pops up saying that they are having technical difficulties and my project can't be continued. so i opened up a new window(whilst keeping other window open) and my project was deleted except for the first photo on the cover. i am requesting my project to be found of my baby's first birthday because i spent a good part of my day working on it for it to just be gone because shutterfly felt like it. email is ************************

  Business response

  07/25/2024

  Thank you for giving us the opportunity to address this important matter. We sincerely apologize that ***** experienced technical difficulties resulting in lost work.
   
  We appreciate her reaching out and sharing the feedback with us. We understand how frustrating it must have been to lose the work, especially on such an important project.
   
  While we are unable to recover the lost project, we would like to offer ***** a complimentary photo book as well as a $30 gift card to compensate for the inconvenience and the time spent. We hope this gesture helps to recreate the project and enjoy our services in the future.
   
  The complimentary photo book and the gift card have been added to the account. The gift certificate does not expire and can be used at the earliest convenience. The credit has an expiration date of 10/25/2032.
   
  If you encounter any issues or need further assistance while recreating your photo book, please do not hesitate to reach out to us.
   
  Once again, we sincerely apologize for the inconvenience and thank you for your understanding.
   
  Best regards,
  Maceo C
  Specialty Work Representative Customer Success
   
  
  
   

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I ordered items on June 15, 2024 for a gift. As of now, the magnet ordered hasn't even shipped! I contacted chat twice, got disconnected the first time and then got a message there were no agents the second time. I then called and was disconnected. I need an update on this order which was a gift that now will not arrive on time and a refund. In addition, this complaint serves to show your company that your customer service is terrible. Truly a disappointing experience that I have to file a complaint to contact your customer service (or lack thereof).

  Business response

  06/26/2024

  Thank you for giving us the opportunity to address this important matter and we appreciate the chance to assist in this issue.
  
  Upon further research, we found that ******* placed the order (009061782027-9000050) on June 14th, with an estimated arrival between June 20th and June 27th.
  
  All items shipped prior to the expected ship date, though the magnet seems to have gone stale with the carrier. ******* contacted on the 24th and advised that the magnets were not received and the chat agent assisting that day offered a reorder of the item or a refund to accommodate - the chat became unresponsive and was ended without resolution with the agent encouraging ******* to contact back as needed. 

  We take full responsibility, given the shipment opportunity and we have processed a reorder with rush for the magnet as well as a refund of $16.97 for the magnet and shipping cost. We will work to expedite the order, posthaste and ******* should expect an order confirmation email shortly, with the refund processing in 7-10 business days.

  If there are any other concerns, please do not hesitate to reach out if.
  
  Sincerely,
  ************
  Specialty Work

  Customer Success

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shutterfly uses deceptive practices when advertising when it will fulfill orders. It sends unique coupons to customers that say they are valid through July 14, 2024, but then attempted to redeem, says it has already been used. I placed an order through their website on May 9, 2024 for expedited delivery. Due to the significant delays in Shutterfly fulfilling the order and sending it through a mail carrier with significant delays, the entire order was not received until June 7, 2024, nearly a month later. After several weeks delay, I contacted Shutterfly to redo the order and ship it overnight. It took them over a week to make the order and they did not ship it out until the day that they claimed I was to receive it. With each order, they sent what appeared to be unique 40% coupon codes for future orders. Nothing in the small print says that this is not a unique code. However, when I attempt to use one of the codes that I have not used, it says it has already been used because I used one of the 5 different codes they sent. I am requesting a refund on the delayed orders and a useable 40% off coupon code.

  Business response

  06/12/2024

  Thank you for giving us the opportunity to address this important matter.
  
  Upon further research, we found that the customer has been assisted with the desired 40% off as well as the aforementioned refunds by one of our Advanced Resolutions Specialists 6/11/24. We did not notice any outstanding items therein and will bring this complaint to a close, as such.
  
  Please do not hesitate to reach out if there is anything else we can assist with.
  
  Sincerely,
  ************

  Specialty Work BBB

  Customer Success

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had a Shutterfly account for at least 15+ years. About a year ago I went onto my account and found that thousands of my photos were gone. And in the place of each missing photo was a note that said "photo unavailable it was deleted by owner" I immediately called Shutterfly. I have been fighting with them for over a year now about my lost photos. I lost my kids births, vacations, family events etc......I have been continuously given the run around and lied to. At first they "appeared" to try to be helping me...But I would get shuffled on to another costumer service person. They would not call me back, or they would say tech is working on the problem. Then I was told it was my fault that I had some share site and I deleted my photos..... I have NEVER deleted one photo from Shutterfly and in fact after researching their customer service, this has happened to others..I have saved every email correspondence from them. No one will help me. they keep saying either it's my fault or that they are working on it. Thousands of photos are gone... it's devastating. I've tried chatting, emailing, calling.......Nothing works.. They tried of offer me a 10$ gift certificate???? for deleting thousands of photos?? Their costumer service is horrendous. They even tried to get me to pay to talk to someone. Please help I have many many emails from them if you need me to send them.

  Business response

  06/11/2024

  Thank you for providing us with the opportunity to address the current situation at hand.
  
  Our review of the complaint shows that given the ongoing issue, we are actively engaged in resolving the customer's concerns and have initiated discussions with her. One of our senior members of customer success leadership had a dialogue with the customer on 6/5 and offered a follow up to provide further details once our technical team has thoroughly investigated the matters related to her account.
  
  While there is yet to be a resolution to the matter, the customer may rest assured that we will reach out when one is firmly in sight. Please feel free to contact us if there are any additional ways in which we can be of assistance.
  
  Sincerely, 
  *********
  Specialty Work Representative Customer Success

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding: Very Serious Complaint And/Or Very Special Request Regarding: $25 Voucher code: 8C9R-3E6G-RAZM-WKAY1K Regarding: Scam Class Action Settlement: Rivali v. Shutterfly Settlement Voucher I participated in a Supposedly Legitimate Class Action Settlement Lawsuit With Your Company, "Shutterfly, LLC") for the Purpose Of Not Only Being Qualified, but to be Entitled To Receive Either A *********** Deposit, Check Or Debit Card as My Cash Settlement!I Definitely Was Not Into Receiving A **** Voucher For The Purpose Of You And/Or Your Company, "Shutterfly, LLC" To Make Additional Money From ME! = BIG TIME SCAM!I have participated in Many Class Action Settlements In The Past And Never Dealt With A **** Scam Like Yours To Not Give Money Back To A Qualified Claimant, Participant And/Or Plaintiff, but Instead To Be Illegally And/Or Potentially Forced To Purchase Additional Products For The Purpose Of "Shutterfly, LLC" To Make Additional Money, Period!Please Note: If I knew this was the Case From The Beginning Of Your Scam, then I would Not Have Wasted My ****** Time In Participating!I am therefore sending You out this Letter Of Very Serious Complaint and/or Very Special Request to please send ME Out My $25.00 Check to my home address of: c/********************************************, ************************************************************Please NOTE: If You do Not Send Out ME Out My Proper Check In The Amount Of $25.00 Dollars, Plus A Letter Of Apology, then I am Going To Small Claims Court and Settle It There!I Want My $25.00 Dollars In Cash Or Personal Check Or Debit Card! Period!==========From: Claims Administrator <********************************>Date: Sat, Jun 1, 2024 at 6:49AM Subject: Rivali v. Shutterfly Settlement Voucher To: <**************************>Your unique voucher code may be applied for up to $25.00 toward a single, qualifying purchase at Shutterfly.com.$25 Voucher code: 8C9R-3E6G-RAZM-WKAY1K Expiration Date: This voucher expires June 2, 2025

  Business response

  06/11/2024

  Thank you for giving us the opportunity to address this important matter. We sincerely regret that ****** is dissatisfied with the court-approved settlement from the class action lawsuit. 
  
  Upon further research, we found that given the terms of the court-approved settlement and his participation therein; ******, is ineligible for additional compensation.
  
  Should ****** wish to discuss this issue further, we invite him to contact ************************* at ************. ********************, who ****** may remember from a previous encounter in an LA small claims courtroom some years ago, is available to address any concerns over the phone.
  
  Please do not hesitate to reach out if there is anything else we can assist with.
  
  Sincerely,
  ************
  Specialty Work Representative Customer Success

  Customer response

  06/18/2024

  i do NOT care how small the amount is.

   

  all class action settlements are in the form of cash, check, direct deposit or debit card.

  we will deal with it in SMALL CLAIMS COURT!

   

  take care

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  See supporting documents. I wrote a letter dated Feb. 8, 2024 about my complaint, but have received no response. I would like them to find my project so I can edit and order more copies. If they can't find it, I would like to be able to re-do the project at no cost, and receive a good discount on my order. That would be satisfactory.

  Business response

  05/28/2024

  Thank you for the opportunity to assist in this matter.
  
  First and foremost, wed we are happy to help *******, as we take the feedback with great seriousness and hope to provide a resolution to the current complaint.
  
  
  The documentation that was provided was reviewed and we were able to successfully locate the project, titled Castle & ***** Reunion July 21, 2023. It appears there was a typo in the email when the account was being first created. The email address associated with the project is email: ********************** which seems to be a typo missing the m in .com.
  
  
  We would ask that ******* sign in using the email address the account was created with - if assistance with the password is needed, please feel free to reply. To correct the email address on the account under the .co domain, ******* will first need to change the email to the current account under the .com domain (i.e. *********************** > ************************), which will free up her current address to change on the .co account.
  
  For assistance with any of the following, please do not hesitate to let us know.
  
  
  Sincerely,
  ******************
  Special Work Representative - Customer Success
  ****************

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I wasn't able to change the email address, but am now able to access my project.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid for expedited shipping for $16.99 on my recent order. It's bad enough that I was already supposed to receive free shipping for paying almost ***** in the 1st place. This is absolutely unacceptable for just one photo book. I can't lose my photos that are in the album they made. *** is stating it's being delivered through ground. I need to obviously know what is going on here.

  Business response

  05/24/2024

  We appreciate the opportunity to address the concerns. Here at Shutterfly, we see each experience as a chance to learn from our customers. We value all feedback and are committed to assisting as best as we can.
  
  Upon further review, it appears that ****** made a purchase on April 28th, 2024, selecting our expedited option, as the order was needed expeditiously. Each of our orders provides the delivery type along with the corresponding delivery dates or ranges in the cart. That same date is provided via the confirmation email and again on our end to view as latest delivery dates. In this case, ******'s delivery date provided, was May 6th, 2024, but because we were able to complete the order well before the initial expected shipment date, the order delivered three days early, on May 3rd, 2024.
  
  Given the confusion regarding the expected date, the customer success agent ****** spoke with on May 1st, 2024, provided a refund for the cost of our expedited option (excluded from our free shipping promotions). With the order successfully delivered and the accommodation provided, we will consider this matter closed.
  
  Please feel free to reach out with any additional concerns or requests for assistance.
  
  Sincerely,
  ************

  Specialty Work Supervisor

  Customer Success

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order today for one 5x7 print and one 8x10 print. Advertised promo below. Shutterfly online app would not give me free shipping. I canceled order. I would like an explanation of their always deceptive promos.Free Economy Shipping (No Minimum)*Promo code: SHIP4FREE *The following terms and conditions ("Terms") apply to your participation in this promotion. These Terms are between you and Shutterfly, LLC. and/or its affiliates ("Shutterfly", "we", or "us") and govern our respective rights and obligations. The Terms, together with any additional applicable terms and conditions related to any promotional offers provided to you for use with this promotion, constitute the entire agreement between you and Shutterfly related to your participation in this promotion.Please note that your use of the Shutterfly website and its suite of apps is also governed by other terms and conditions, including Shutterfly"s Terms of Use and our Privacy Policy as well as any other applicable terms, conditions, limitations, and requirements posted on the Shutterfly.com website from time to time.Offer expires March 3, 2024 (11:59 P.M. PT). Offer is good for free economy shipping on one order shipped within the U.S. only through shutterfly.com, tinyprints.com or the Shutterfly app. Taxes may apply. Orders with multiple recipients will receive one discount applied to the shipment with the highest shipping cost. Not valid on 4x4 and 4x6 app prints, 6x6 photo books, cards sent using mailing services, orders shipped to non-U.S. destinations, gift cards and prior purchases. Free product offers cannot be combined with free shipping. Offer cannot be redeemed for cash or cash equivalent. Cannot be combined with select offers or credits. Promo can only be redeemed once per account and/or billing address. Shutterfly may modify or replace any part of these terms and conditions without notice at any time. Shutterfly may refuse or cancel orders due to promo and pricing errors, fraud, misuse, or unauthorized use.

  Business response

  04/01/2024

  Thank you for the opportunity to comment on this situation. We are sorry to hear that ***** has had a less than satisfactory experience with our promotional offers.
  
  After further review, we were unable to find an order placed or cancelled with a 5x7 print or an 8x10 print - though we would be happy to review the order in question for further details. What we can expand on, is that the promo should have worked for the order in question - we would encourage ***** to contact us anytime this is not the case, and we will work to assist and resolve.
  
  Next, we've reviewed *****'s cart and found that our new, but similar promotion, SHIPIT (free shipping with No Minimum) is applying correctly per the screen capture attached, as a courtesy, we have also provided a $10 Gift Credit to the account for a future purchase, to be used at the earliest convenience. The gift credit will apply automatically at checkout, can apply to anything on our site, and never expires.
  
  For any further questions or comments, ***** can feel free to reply to this thread. We would be more than happy to help.
  
  
  Sincerely,
  ******************
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Package/item confirmed missing and they refuse to refund the payment.

  Business response

  03/20/2024

  Thank you for allowing us to address this matter. We take all feedback with the utmost seriousness and aim to understand what opportunities exist in *****'s most recent experience.
  
  After some research, it appears the expected delivery date for the order in question - 027009941775-8000012 was between March 4th and March 11th, 2024. The order shipped one day earlier than expected and began transit on the 29th of February, using a method of shipment that utilizes both *** and **** called, *** Mail Innovations. *** picks up the package from Shutterfly, processed within their system to hand over to the nearest **** Hub to route to the local **** for delivery. We do show that a refund was requested on March 6th, at approximately 8:19 am Pacific time and approved a short time later to be processed back to the card used to make the purchase, in the amount of $14.02. Separately, we show that the package updated status on the 6th of March, arriving at the local **** system around 1pm that day - though that does not preclude the possibility that the order was lost.
  
  Given the order status, the full refund was previously processed per the expressed preferred accommodation requested via our Customer Success team and in this complaint - as such, we will consider the matter resolved. 
  
  Please do not hesitate to reach out if there is anything else we can assist you with.
  
  Sincerely,
  ************

  Shutterfly Account Help - ******************** Liaison 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Supposedly free shipping and prints, $12.62 or so for taxes on 69 prints???? I think I've been ripped off, but am unable to contact the company before Monday morning. I'm so fed up with the internet, I may never use it again.

  Business response

  03/20/2024

  Thank you for allowing us to address this matter. We take all feedback with the utmost seriousness and aim to understand what opportunities existed in ********* most recent experience.
  
  After some research, it appears the cost breakdown of the order in question - 027009941775-8000012 shows that ******* did receive the app promotion for free 4x6 prints, with a total of $1.01 for tax and a shipping cost of $11.61. Free shipping is often available for orders meeting a minimum threshold but precludes free app prints from the offer, as mentioned in our promotion terms and conditions.
  
  We do show that the order was cancelled per ********* request and the preauthorization should have fallen off of the card used to place the order, as per the expressed preferred accommodation requested via our Customer Success team and in this complaint - as such, we will consider the matter resolved. 
  
  Please do not hesitate to reach out if there is anything else we can assist you with.
  
  Sincerely,
  ************
  Shutterfly Account Help - ******************** Liaison 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩