ComplaintsforShutterfly, LLC
Photo Printing
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Complaint Details
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Initial Complaint
12/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 11/26/2023 I ordered two different Christmas cards, some 8x10s, an ornament and a collage. I paid extra for shipping and handling to ensure it was delivered by 12/5/2023. It is now 12/9/2023 and I have yet to receive half of the order to include cards that need to be in the mail to be received on time. I tried to contact the company via their ** Chatbot and was told on 12/8/2023 a supervisor would contact me via email and I have yet to hear from anyone at the company. I had asked for a refund of the extra shipping paid to receive my items by 12/5/2023. The company does not offer any way to contact them besides the ** chatbot that does not understand what you are asking it. I am not wanting anything done about the poor quality of product received, but taking extra money and guaranteeing a delivery/receipt date is fraudulent and should be refunded if they are refusing to perform.Initial Complaint
12/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This is regarding order #****** work number ****** regarding a blanket ordered 11/18/2023. Shutterfly made an error and sent us a blanket with no photos printed on it. The blanket was supposed to be a gift and is useless without the photos printed on it. They made the error but would only refund us the cost of the blanket which was about half the cost of the order. They still made us pay shipping and related fees even though they sent us an incorrect faulty item. We are looking for a full refund including shipping costs and other associated fees since it was shutterflys error.Initial Complaint
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The last few times Ive placed orders, they have been lost in delivery. A few months ago a representative from the company re-ordered the missing items at no cost to me, and sent me an email apologizing and explaining how this should not happen again. I placed a new order this month, and again, part of my order was never received. The tracking information on the website shows the order stuck in Fox Valley. I dont live in Fox Valley. When I checked later on the same day it shows stuck in ***********. I dont live in ***********. The representatives system shows the order delivered. That rep sent me a link to the order status which shows the order is awaiting carrier pick up. No one can explain why there are three different order statuses. I asked the company for a support email address and was told they dont offer email support. If thats true, why did someone email me about the support issue just a few months ago? When I asked this, simply stopped replying in the chat. They didnt end the chat. They just refused to reply. Before this refusal, they told me they did offer text support. I started a text and after going through the process of explaining what I needed and getting an email code to verify my account, the Texter told me there was no human available at this time, even though I was texting during the hours that the chat representative indicated texting support was open. I dont understand why I am being lied to like this. I dont understand why there are 4 different tracking updates. I dont understand why someone would tell me 2 months ago that this issue wouldnt happen again, when now it obviously has happened again. Is there anyone from the company who can offer support by email? Can anyone from Shutterfly make me feel confident that I wont have this problem if I place a new order? I realize its my fault for not saving that email from Sept or Oct 2023, but the company should be able to provide that email address to me.Initial Complaint
12/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I submitted an order for one photo book from Shutterfly on November 2. It cost $118.26 and charged through my credit card on November 6. Also on November 6 I was charged for two more of the same photo books. $118.26 and $121.91 which I did not order. I made several attempts to call customer service to resolve this issue but I keep taking to people from ***** and *****. Enshaapay and ******. I asked if they would email me a return label to return the books and kindly give me a refund for those two books. They have no clue about what Im talking about. Help me resolve this problem. Please advise.Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered photos through Lifetouch for my sons school photos and never received them. I followed up with the company on or about October 31st about the missing photos (I ordered digital and physical photos) and was told the digital photos would be available ***** hours later and the physical photos would be mailed. I never saw or received the digital photos or physical photos, so I once again reached out on November 10th about the photos. At that time I was told they couldn't locate my sons photos and then they did and I was once again told that I would receive my digital photos in ***** hours and I still have yet to receive them. When I went to the site to follow up on the new order number I received from the November 10th call - it came back as no order found and so I reached out and they are giving me the run around again and I just want my sons photos or for them to admit they lost them so I can ensure he does the retakes.Initial Complaint
11/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Bait and switch pricing. I placed the order for $22 item advertise, and when I checked out both items with the $32. I replied to their email, letting them know that they switch the prices on us, but with no resolution.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Every year I make a calendar for our families as a Christmas present. I started to make our calendars for this year and the date that pops up automatically was October 2023 so I changed it to January ****. I do not need a 2023 calendar as the year is almost over. I opened them when they arrived and they are 2023 calendars. I did a chat through their website and told them about the issue. His name was ****** and I told him what happened and I did not select 2023. He then commented and said not to worry he would give me a free product credit which I looked and it is 10% off. He then ended the chat so I couldnt even respond to him. Very unprofessional and wont be ordering from them again.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had video storage with Shutterfly that I was paying for several years ago. I let payments lapse and so couldn't access my videos. Shutterfly assured me that my videos were still there and that I would be able to access them again when I started paying. When I tried to pay online, I got an error. I called Shutterfly and was told that a manager was going to call me back. That never happened. I called them in December 2022 and explained the situation and that I wanted to pay and access my videos. I was told that my videos had been deleted!!! So they lied when they said they still had my videos. When I expressed my anger and frustration, the representative I spoke with said she would have a manager call me back. That was also a lie. This company is an unethical, negligent, irresponsible, incompetent bunch of liars. I want to see if I can get my video access restored or if they are truly gone. With the lies they told me and how disorganized they are, it wouldn't surprise me if this complaint leads me to find out something different. However, I would like to hear it from a manager or somebody else higher up, and not from someone who answers the phone and lies regularly to deal with customer concerns.Business response
11/02/2023
Thank you for the opportunity to address this matter. First and foremost, we would like to apologize for any difficulties ******* may have encountered while seeking assistance with her videos. We take every complaint seriously and strive to ensure a more satisfactory experience for ******* in the future.
It was confirmed that ******* originally purchased the video plan dating back to 2014. Since the videos were on our Legacy Videos platform the videos have not been deleted and are still stored. Unfortunately, at this time there isnt a way for customers to access them. The team is expected to work on this issue in 2024.
Please be assured we have escalated this issue further to our agent resolution team and you should be contacted within 24 business hours.
***********************
Customer Success
Specialty Work Representative
Shutterfly.
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Customer Complaints Summary
185 total complaints in the last 3 years.
49 complaints closed in the last 12 months.