ComplaintsforDistrict Photo

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 20"x24" canvas photo print on 5/30/2023. The canvas arrived with the actual canvas not centered on the frame. I attempted to remedy the problem by using their chat customer service since their phone line does not actually lead to a representative. I was told it was my fault and if it were reprinted it would be the same. It is clearly a manufacturing problem though. The amount of canvas on the back is not even all the way around and it is clearly just pulled over to far to the left. I tried to contact the company on ******** as well. There I see many other complaints of the same issue and same frustration of being told it is the customer's fault and no one is able to speak with someone on the phone. Snapfish is producing poor quality products and inadequate customer service. This has been quite frustrating.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have missing and damaged photos. I contacted Snapfish numerous times to correct problem but once my order was delivered damaged and not correct-Snapfish is not responding or continues to drop every chat. They have completely ignored the last email.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 28, 2023, I received an email from Snapfish, a photo company, telling me that since I had not done business with them in a long time, that they were offering me 10 free prints with free shipping. (I get frequent emails from them with their offers.) Clicking on the links, however, only gets to a blank page. (I have tried this on 3 computers and different browsers with the same result.) I called their Customer Service (###-###-####) numerous times, but only got the message that no agents were available and to call back at a different time or use the chat. I tried the chat, and got the option of indicating I was satisfied or I wanted an agent. I clicked the latter, but only got the same option, and trying it again, got no further. I have tried numerous times for several days. Their address is listed as ** ******* ****., Suite ***, San Jose, CA *****, but when I called the BBB that handles San Jose, I was told they were owned by District Photo in MD, ###-###-####. (***** ***** ****** ***., Beltsville, MD *****) I called, but was told they only did some prints for Snapfish. They told me to call Snapfish at ###-###-####, the number previously tried. I have not lost any money here, so I am complaining as a matter of principle.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I began to create my product on April 10, 2023. At which time the company shows where their pricing is $1.00 for the first item 7x10 and the 2nd item of 5x7 flat. Once creating the item and additing it to my cart the 7x10 became $6.00 each and the 5x7 $2.87 cents each. I immediately contacted customer service and they refused to help stating it was a glitch in the system but they would escallate it. I received no response. 3 days later I contacted them back and received a message stating they are aware of the problem and they are looking into it to get it fixed again nothing. I then called a 4th time and got another lady who was escalating it and again no resolution just they are working on it. I called again today and they stated they will not be working with me or doing anything further, I let them know that I feel that is falsly getting me to create a item and then charge a different advertised pricing. I have been a customer with this company for over 15 years and this saddens me and I feel this need to be taken care of not only for my self but for others that they are click baiting to get them to create items and then charge more money

• Initial Complaint

  12/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order# ************** On or between November 18-23, 2022, Snapfish was supposed to send my order of business cards to me. Their system recorded that the package was delivered around the 19th of November. However, when I went to retrieve the package on December 9, 2022, I was told that the package had been returned to sender. I have since informed Snapfish that I should not be billed any longer for an item that I did not receive. They assured me that I would not be billed. This conversation took place on December 9, 2022. Since that time, they were supposed to send out another parcel and were not supposed to bill the final payment until I received the package. I sent them several emails informing them and they acted as if they did not understand what I was saying and went on billing me. To date, I have not received the parcel. The instructions were that they should not bill me until I receive the package in hand. They have been dishonest with regard to the information they gave me and what is actually happening. Please assist me with this perplexing matter.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I originally placed an order with Snapfish on November 27, 2022 for 4 framed images totaling $457. I also paid for shipping charges with a shipping date expected to be December 15. Both documents containing that information are attached. On December 15, I did not receive the items, so I contacted Snapfish via its "chat" customer service feature (I tried the phone number but it only keeps you on hold with a repeating message for as long as you stay on the line). The service representative informed me that the order had not even been started yet (as of December 15), so I requested a refund as it shows in the chat transcript from December 16. The representative informed me that the issue would be "escalated" and I would hear from someone within 24 hours. I had yet to hear from anyone by December 16, so I reached out again requesting a refund, explaining the issue to a second representative via chat. The representative informed me that the issue would be escalated and to allow "2 or 3 days." I warned that if I had not yet heard from anyone by Monday December 19, I would pursue another route to receive my refund from Snapfish. By Monday, I still had not heard from Snapfish, and still had not received the refund. Then, on Wednesday December 21, I received an email that the package was "in transit." The company had already failed to deliver by the expected date and failed to even contact me after my several attempts, nor did it provide the refund as requested. This is despite several times beginning December 15 that the order was too late and not longer needed. Again, exercising patience, I reached out via the chat (the number only produces the repeating message), and again was told that the issue would be "escalated" and that I would hear back from someone. I never heard back from Snapfish. Today I tried "one last time" as the transcript from December 22 shows, and again did not receive any response. I had not alternative than to try BBB for recpurse and my next step will be with a small claims court given the dollar amount of the order.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered photos from snapfish.com on 11/25/22. On Dec. 15, i received a crumpled and torn envelope — not substantial enough to hold the weight of the order— with just one of the nearly 150 photos I ordered. The others were missing. The one i received was damaged. I reached out to Snapfish through chat on its website first. The representative credited me a random $12.87 and reordered my photos- which would not arrive in time for the holidays. I tried a phone call next. The representative (******) promised to credit my account for the photos missing so I could reorder and refund my money. She then placed me on hold and hung up on me. I called back and spent 25 minutes on the phone with ****, repeatedly asking for a supervisor. He could not resolve my issue.He promised to give me a credit for the prints and shipping at one point, in addition to the refund, but never added it to my account. Told me that he couldn't help me order from a local retailer they contract with because the item now cost more than if I ordered through Snapfish. I told him that wasn't my fault that they failed to deliver the product and they should make it right. He then hung up on me. I have no other avenues to turn to. My money has been refunded thankfully, but I don't believe this company should be allowed to conduct business and not make it right when they fail to deliver what customers order. I feel that offering a store credit for the prints I had ordered — and both **** and ****** promised to add to my account, but never did, instead choosing to hang up on me is more than fair.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Snapfish Order #************** On November 15, 2022, I ordered 120 custom Thanksgiving cards from Snapfish. The order cost $112.On November 19, 2022, the order shipped. On November 23, 2022, I "live chatted" with Snapfish customer service between only 20 envelopes were included with the cards. Customer service agreed to send me envelopes that missing from my order. They said the earliest they could arrive was December 7 (two full weeks after that date).While ridiculous, I agreed to the timeline. As of December 9, no envelopes had arrived.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I placed an order Monday, paid a lot extra for rush shipping to arrive Friday. As of Thursday the order has not shipped. Spoke with two chat agents and a phone agent. No one would tell me when or if the order was going to ship. The only offer was to refund the difference between regular and rush shipment. No one would allow me to speak with a supervisor, was informed they would email me. My card has already been charged.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered Christmas cards and other gifts from Snapfish. I received the cards with 5 bundles of envelopes, 2 of the bundles had the wrong name/address (2 different name/addresses.) I started a chat with customer service 1 to report the error on my order 2. To voice concern on my identity going to the wrong address 3. For concern that I received name/address of another customer. In an age of identity theft Snapfish just compromised 3. The agent I chatted with never acknowledged that concern, got my email address wrong when escalating it and Advised me to wait for someone to contact me. I called customer service and got an agent after 45 min on hold who I couldn’t hear for literal roosters crowing who repeated my phone number wrong when I requested a manager to call me. They did offer a partial refund of shipping expense which equates to about 2% of the money I’m out at this point. Long story short I think Snapfish has compromised my identity. Name and address are 2 identifiers.

*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. ↩