Shutterfly, Inc.

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with his Mother's Day photo book order
Given the situation and the frustration *** *** experienced, I am waiving the requirement that he return the book in order to receive a
refund. I am requesting a full refund of $**.** be applied to his credit card. This refund should appear on his next billing statement. *** *** does not need to return the book he received. He can keep it as part of our apology
This was a very unfortunate situation. *** *** placed his order after our Economy shipping cut-off for Mother's Day. (The email he received stating "Last day to get it by Mother's Day with Economy Shipping" said "Order by 7pm ET/4pm PT" on the next line.) He placed his order at 9:07pm PT, which explains why the ETA he received was a range that extended beyond Mother's Day
That said, *** *** repeatedly contacted us to try to get the book delivered on time, and we failed to accommodate his requests, despite multiple agents attempting to do so. I am very sorry for this failure on our part, especially since the book was a Mother's Day gift and arrived after Mother's Day. I can assure *** *** that the agents he spoke to attempted in good faith to upgrade his shipment, but there was a system error that resulted in the book being shipped as originally ordered
If *** *** has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Final Consumer Response /* (2000, 6, 2015/12/14) */
Called Shutterfly back and the issue has been corrected!

Initial Business Response /* (1000, 5, 2015/12/04) */
Thank you for the opportunity to comment on this complaintI'm sorry Ms*** got poor results from her recent print orders
I checked the order details, and unfortunately the prints ordered were either very low resolution or blurryOur
website would have displayed warnings for the low resolution pictures, some of which were as low as 240x(For reference, a picture with a resolution of 1600xwould be considered small by today's standards.)
It seems that the agents Ms*** spoke to applied our policy of providing a 50% discount when the problem is due to customer errorGiven the situation, I will make an exception to that policyIt's apparent that Ms*** was not aware that her pictures would print poorly, despite the warnings on the siteIn future, Ms*** should consider viewing the images at a larger size prior to concluding that they are suitable for printing(Even low resolution or blurry images will look acceptable when viewed at a small size.)
Since a reprint would turn out the same, and it doesn't sound like Ms*** is interested in replacement credits, I have requested full refunds on both orders (totals of $and $12.60)These refunds should appear on Ms***'s next billing statement
If Ms*** has any further questions or concerns, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for the opportunity to comment on this situationI'm very sorry Mr*** had a bad experience when trying to use one of our promotions
Unfortunately, I am unable to accommodate Mr***'s requestOur promotion system is
designed to apply any $-off or free promotions prior to any %-off promotions
I do apologize for any confusion over the terms of the promotionThe clause in our terms that states "after other discounts" is not meant to imply the order of operations, but rather to reiterate that the minimum purchase threshold must be met in order for the $-off promotion to applyI have provided feedback to our promotions team about this and they are updating the terms to clarify this point for future promotions
The $off discount in question is good through 9/25/16, so hopefully Mr*** will be able to apply it to a future order
If he has any further questions or comments, he can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was the response I found to someone else who had the same issue"Thank you for the opportunity to comment on this situationI'm sorry Ms*** had a bad experience regarding the way we apply promotions
In many cases, the order in which our promotions are applied benefits our customers, such as when the application of a %-off promotion would disqualify a customer for a $-off
As for the terms of the $20-off offer, the reference to "after other discounts" is not meant to imply that the $-off will be applied lastIt is meant to clarify that the amount spent needs to be above the threshold (in this case $20) in order for the $-off to applyIn other words, if any other promotion reduces the order total below $20, then the $-off won't applyWe use similar language on all threshold-based sales, regardless of the order in which they are applied in the cart
I can see how this would imply that the $-off will be applied first, so I will talk to our promotion team about clarifying this language
As a thank-you for bringing this to our attention, I will be happy to add a $Shutterfly gift certificate to Ms***'s accountThis gift certificate is ready for use, doesn't expire, and will be automatically applied to any orders placed through www.shutterfly.com until it is used up(It won't apply to orders placed for in-store pior through our mobile apps.)"
Based on this it would seem that there is something that can be done for me i.eif they could do something for this lady then they could do something for me
Final Business Response /* (4000, 9, 2016/01/20) */
While it's reasonable for Mr*** to request compensation, his situation was quite different than the situation he quotedNo order was placed, and the promotion in question is still valid in his account and available for use should he decide to place an order that meets the qualifications of the promotion
I would consider providing compensation if a problem with a promotion had affected an order he placed, or if the promotion had expiredSince neither of these is the case, no compensation is warranted
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So because I did not want to place an order without the proper promo codes applied I have to lose themThat is NOT RIGHTI have been trying to get this worked out from when the codes were validfor a company that says 100% happiness guaranteed they are making me very unhappy

Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for the opportunity to comment on this situationI'm sorry Ms*** had such a poor experience with her desktop plaque and our failure to resolve the situation
I think part of the problem here is that we haven't done a good
job of being clear about how we were resolving this issueBased on our records, we credited Ms***'s account with a free desktop plaque and free economy shipping back on 6/when she first contacted usUnfortunately the agents she spoke to didn't clarify that the credits were added to her account through our standard website, not our mobile appIt sounds like Ms*** was trying to redeem the credits through our mobile app, which unfortunately isn't possible at the moment(We're in the process of making promos and credits work seamlessly between the site and our apps, but it won't be complete until later this year.)
If Ms*** would like to re-order her plaque through our website, the credits are there and ready for useThey were set to expire on August 19, but I have extended them through August to allow more time
In addition, because this was so frustrating, I have added a $gift certificate to Ms***'s accountHere again, this gift certificate is valid through our website but not our mobile appIt is ready for use, doesn't expire, and will be automatically applied to any orders placed through www.shutterfly.com until it is used up(It won't apply to orders placed for in-store pick-up.) I hope Ms*** accepts this gift certificate and is willing to use us again in the future
If Ms*** would prefer a refund instead of the product and shipping credits, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/25) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a bad experience with her calendar orders
I am also sorry that she received inconsistent responses to her requests for assistanceAfter looking at the
situation, it appears the agents involved were responding based on the assumption that Ms*** made an error when creating her calendars and selected the wrong start date
To be honest, I'm having trouble understanding exactly what happenedIt doesn't appear that Ms*** used old calendar projects (which would have required updating)And selecting the start month is the first step in our calendar creation processPlus, Ms*** created multiple different versions of the calendars, and all of them have the same problem
I'm not aware of any bugs in our system that would have resulted in the incorrect start date being assignedIf Ms*** has any recollection of any problems or unusual site behavior when she created her calendars, or if she has any feedback on how the error may have occurred, I'd love to hear it so we can track it down and get it fixed
Ms*** has been a long-time loyal customer, and I have no reason to doubt that something unusual happened when she created her calendarsI will be happy to accommodate her request
I have added credits for 8xcalendars to Ms***'s account, along with economy shipping credits in case she wants to send the calendars directly to her recipientsIn addition, I have requested a refund for the order of two calendars (a total of $25.13)
Note: Ms***'s request differs from the orders that were placedIf I misunderstood the request, Ms*** should contact me
I hope Ms*** accepts my apologies for the inconvenienceIf she has any further questions or comments or would like to discuss how the error may have occurred, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refundAgain, I am not sure why was even an option if that is what they are claimingWhen I went back the only option is 2016, so I am unsure how this happened

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her recent order
I apologize for any confusion around this situation. I can assure *** *** that we did not process a charge for the cancelled order. We request
an authorization when an order is placed, which I'm sure is the activity *** *** is seeing on her card. The authorization will set aside the funds pending the eventual capture, based on the bank's policies. When an order is cancelled, we attempt to cancel the authorization, but not all banks are able to accommodate these cancellation requests. I am sorry if the authorization didn't disappear once the order was cancelled
Contrary to what our agent may have said, no refund is necessary. In fact, it's impossible for us to do a refund because no charge was processed
If *** *** she has any further questions or comments, or if for some reason the authorization has not yet expired from her account, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her recent photo book order
According to the tracking information, the photo book in question was delivered on *** 23, which was within the originally estimated delivery window
of *** to *** that was provided at checkout. While this book wasn't technically late, I do apologize that it was shipped later than *** *** expected and our agents weren't able to provide better order status information when *** *** contacted us
Our agents did add a $** gift certificate to *** *** account, and I hope she accepts this gift certificate along with our apologies and is willing to use our services again in the future.If *** *** has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

I'm a little confused by *** *** rebuttal. I carefully re-read my response, and I didn't detect any suggestion on my part that *** *** wasn't being truthful. I have no doubt that *** *** assertions are correct, and that she had a temporary authorization of $*** that didn't properly clear when the charge was processed. My response merely indicated that this error was not the result of any action we took or any problem that I can see in our systems. According to all the checkpoints and result codes in our system, we requested one authorization and processed one charge against that authorization, the same way we have on every one of *** *** previous orders. If we incorrectly requested more than one authorization or somehow charged her more than once I would be able to see some record of that
This situation has obviously been very upsetting for *** ***. I am very sorry that ordering from Shutterfly resulted in this situation, regardless of whether it was our error, the bank's, the payment processor's, or some other responsible party. *** *** has been a long-time loyal customer of ours, and I don't want this experience to color her impression of Shutterfly. I believe I have responded honestly and in good faith (despite *** *** assertion that I accused her of lying). While I can't fully reimburse *** *** for her time and frustration, I would like to acknowledge the impact that this has had by offering her a $** Shutterfly gift certificate. This gift certificate is in her account and ready for use, doesn't expire, and will be automatically applied to any orders placed through www.shutterfly.com until it is used up. (It won't apply to orders placed for in-store pior through our mobile apps.) I hope *** *** accepts this gift certificate and is willing to use us again in the future
Once again, if *** *** has any questions or concerns, she can feel free to contact me directly.Sincerely,Mike LandrethSenior Director, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a such bad experience with her card order
According to our records, Ms***'s order was completed on 12/and given to UPS on 12/8, ahead of
our original estimates and with plenty of time to arrive within the original delivery window of 12/to 12/Unfortunately, as Ms*** notes, the shipment was delayed in transit and didn't arrive until 12/I can assure Ms*** that the delay resulting from the shipment being routed through New Jersey was not the result of any instructions provided by Shutterfly
Regardless of why the order was late, we are responsible for itI'm sorry that the order was delayed and that our agents weren't able to assist further in resolving this situation
Our policy would be to issue a partial refund for a delayed shipment, but given the situation, I am requesting a full refund of $Ms*** should see this refund in her account before her next billing statement
If she has any further questions or comments, she can feel free to contact me directly
By the way, I'm not sure why Ms*** believes we have changed handsWe were founded in 1999, became a public company in 2006, and have not undergone any ownership change
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I too have been in contact with Shutterfly company and have been assured a refundHowever, it is taking some time to process the refund, so hopefully they are true to their word
I was in contact with the shipping company (UPS) as well and there is not record of miss shipment on their part, as far as they can see the shipment was directed towards New Jersey to start withIt really makes me wonder how or why it went that directionI have read other Shutterfly customer's reviews and it seems that there is very much lag in the shipping times stated and actually shipping timesSo there is room for improvement
As for why I think they changed hands, two years ago I was doing some work with *** company and they had mentioned they just acquired the Shutterfly companyI could have been given wrong information at that time
However, something has changed since Shutterfly was foundedI have order many photo books in the past, with great customer service help and adequate shipping timeI had planned on using them again for future purchases, once I found the timeThe experience I had this past month was very poorThe customer service reps on the phone, transferred me from one to another as well as promised wrong informationIf they would have owned the error and tried to offer any help, that would have been appreciated
I am grateful for Mr***'s comments given here and only wished I been given communication on this level to start with
Thank you for your work and platform available to help resolve this matter and hopefully help so matters like this never happen again

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her recent order of graduation stationery
Given the situation, and the fact that *** *** was inconvenienced by two errors on our part, I have requested a refund
for the remaining balance of the order. A refund of $*** should appear on her next billing statement, bringing the total refund to the original order total of $***. *** *** does not need to return the unused merchandise. I hope she accepts this refund along with our apologies and is willing to use our services again in the future
If she has any further questions or comments, she can feel free to contact me directly
Sincerely,
Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her Christmas card order
According to our records, *** *** original order was shipped in time to meet the original ETA, but was delayed in transit. She contacted
us regarding this delay and we subsequently processed a reorder, which was delivered on *** 21. Due to the delay, *** *** was refunded for the original order on *** 19. (For some reason, this refund didn't include the tax on the order, so we have processed an additional refund for the difference.)
While I'm glad the replacement cards were delivered before Christmas, I am very sorry for the delay and any inconvenience it caused. If *** *** has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Sorry for the delay in my response. Unfortunately we haven't been able to identify *** *** *** account using the email address, street address, or name provided in the complaint. (We have quite a few Tyler*** in our database, but none in ***.) Perhaps the account is under *** *** wife's name?
If *** *** can provide the following information, it would be a great help. I'm sure this information will help us get this situation resolved quickly
-Name, email address, and shipping address for the account in question
-Last digits and expiration date of the card being charged for the monthly fees
Thanks very much,
***
*** ***Director, Customer ExperienceShutterfly***

Initial Business Response /* (1000, 6, 2016/01/07) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms** had a bad experience with her My Publisher order
Unfortunately I don't have access to My Publisher order or contact information, so I won't be able to address
this complaint directly
I will convey Ms*** complaint to the My Publisher team and ask them to provide an appropriate resolutionI will update this complaint once I understand how we will be resolving this issue
If Ms** has any questions or comments in the meantime, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with his photo book order
The order was impacted by a production delay, and missed our delivery commitment of* 10. It was delivered on *** 13. I'm very sorry
about this delay, especially because the order was late for a gifting occasion
According to our records, a refund for the original shipping charges was requested on *** and issued on *** 13. *** *** should see a refund of $*** on his next billing statement.Once again, I am very sorry for this delay and any inconvenience it caused. If *** *** has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had such a bad experience with her Christmas card order
According to our records, *** *** order was delayed in production, and didn't ship until after the originally promised delivery date.
The calendar was delivered on *** 12, and the cards were delivered on *** 14. I realize this was much later than *** *** had planned, and much later than we had promised. I am very sorry for this delay and the inconvenience and stress it caused
We have already issued a refund for the original shipping charges, but additional compensation is due given the delay. I am requesting an additional $be refunded to *** *** credit card. This refund should appear on *** *** next billing statement. I hope she accepts this refund along with my apologies and is willing to use our services again in the future.If *** *** has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2015/11/25) */
Thank you for the opportunity to comment on this situationI'm very sorry the customer had a bad experience with Wedding Paper Divas
Unfortunately, I didn't previously notice that this complaint was related to Wedding Paper DivasI don't
currently have access to the account records and details required to adequately address this complaint(Typically, WPD complaints are filed against WPD rather than Shutterfly.)
That said, I will investigate and reply with a resolutionI'm sorry for the delay and any inconvenience it causes
FYI - When I send this reply, it will code the complaint as though I provided a resolutionI will be updating the complaint with additional information, so the customer does not have to (and should not) accept this response
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Final Business Response /* (1000, 8, 2015/12/03) */
UPDATE:
I worked with the Wedding Paper Divas Customer Support team to look into this issueThey agreed that given the problems Ms*** has experienced, it would be appropriate to issue a full refund for her order
A refund of $will be issued to Ms***' credit cardShe should see this refund on her next billing statement
I hope Ms*** accepts this refund along with our sincere apologies for the poor experience she had, and is willing to try us again in the futureIf she has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Thank you for the opportunity to comment on this situation. I'm sorry MsTimmons had a bad experience with her recent photo book order, especially given its time-sensitive nature
According to our records, we issued a full refund for both the original order and the replacement order,
which incurred a shipping charge due to a problem with the free shipping credit provided. These refunds were requested on April and issued on April 20, and should appear on MsTimmons' next billing statement
The agents assisting Ms. Timmons upgraded the shipping on her replacement order, which was delivered on Saturday, April 21. I am very sorry that this order arrived later than the promised date of the original order
If Ms. Timmons has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike***Senior Director, Customer ExperienceShutterfly***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and will be contacting Mike Landreth to try to find a solutionSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/13) */
Thank you for the opportunity to comment on this situationI'm sorry Mr*** concluded that we resorted to advertising and misleading claims
I checked our records, and Mr***'s complaint appears to be mootThe order in
question was never processed because the credit card could not be authorized
It appears Mr*** subsequently replaced his order on July and received a better discount than he would have received for the original order (free shipping and 50% off the photo books he ordered)
As far as his original complaint is concerned, I believe he would have received both the free book and free shipping on his order (he met the $merchandise threshold for free shipping), but I don't see any record of him entering the free shipping code in his account prior to placing his orderIn future, he may want to ensure that any promotions he wants to take advantage of are entered and applied to his order prior to checkout
By the way, the email address supplied for this complaint does not match the account through which he placed the orderIt belongs to someone else that appears to live in the same household and ironically has also filed Revdex.com complaints against us in the past
If Mr*** has any further questions or comments, he can feel free to contact me
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THIS ISNT TRUE WILL SUBMIT A ITEMIZED BILL TO Revdex.com EMAIL ADDRESS IS CORRECT AND WE HAVE MULITPLE FAMILIES THAT DO LIVE IN THE HOME AND ALL HAD PROBLEMS WITH SHUTTERFLY AS WELL AS FRIENDS AND NEIGHBIRS SO PLEASE DONT TRY TO PULL THAT
Final Business Response /* (4000, 9, 2015/07/15) */
I'm sorry Mr*** didn't accept my responseI'm not sure what he thinks we're trying to "PULL", but I'll await his itemized bill so I can better understand how he feels we mislead him
In the meantime, here's a recap of the details from his account:
-The order in question (#XXXXXXXXXXXX-XXXXXXX) was placed on June and totaled $It consisted of three 31-page 8xphoto books and economy shippingThe total reflected a discount of $from our SUNNYBOOK promotionThe order qualified for free shipping but no shipping discount was entered or applied to the orderIf free shipping had been applied, the order total would have been approximately $
-The attempt to authorize the charges for this order on the credit card was declinedThe order was never processed and the credit card was not charged
-A new order for three 31-page 8xphoto books was placed on July Our 50% off promotion was applied, and the free shipping code *** was entered and applied, resulting in a total of $This order also failed to authorize but was successfully re-tried later the same dayIt was completed and shipped on July
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX