Shutterfly, Inc.

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent 16x20 order, and especially if she felt that our agents didn't provide the appropriate level of service.  It's not our intention to keep customers holding as we try...

to resolve issues, and I apologize if contacting us to resolve this issue was disappointing.  I will forward her feedback to our support team, and specifically to Desiree's supervisor.
According to our records, we have reprinted the 16x20 in question twice at no charge and issued a full refund for the original order.  I can't tell from [redacted] comments whether she wants the 16x20 reprinted again, but I hesitate to reprint it before addressing a few issues.  First, it would be good to know if there was any apparent shipping damage.  From [redacted] complaint, it sounds like the problem was manufacturing damage in all three cases, but I'd like to confirm that.  Second, I'm concerned about the quality of the image [redacted] is printing.  While the file size is large, the image itself is quite blurry and pixelated.  I'm worried that the print won't be satisfying, aside from any physical damage.  Lastly, the image appears to be anime artwork, and as such I would need assurance that [redacted] is the copyright holder or otherwise has permission to reproduce the image.
[redacted] can feel free to reach out to me to discuss these issues and get her concerns addressed.Once again, I am sorry for the inconvenience.
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly###-###-####

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with his glass print order.
According to our records, [redacted] order was placed with a shipping address in [redacted], ** and a billing address in [redacted], **, the opposite of what...

was desired.  While I would never rule out a system error, I am not aware of any bugs or errors that would result in shipping and billing addresses getting swapped.
After [redacted] contacted us, a replacement order was processed at no charge.  Unfortunately, this replacement wasn't delivered until after Christmas.  I am very sorry for this and any inconvenience it caused.
While I am unable to compensate [redacted] for his time, I do think a refund is appropriate given the situation.  [redacted] should see a refund of $[redacted] appear on his next credit card statement.If [redacted] has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience when trying to use our promotional offers.
Ultimately I think this comes down to confusion over the promotional offers Ms. [redacted]...

received. I'm sorry our agents weren't able to explain the details of the promotion more clearly. I'll provide a quick recap of why the promotions didn't apply as Ms. [redacted] expected, and what actions were taken by the agents involved.
Typically we are able to honor promotions that customers forget to apply to orders if they contact us quickly enough and the promotion terms are met. In the case of the $10 off promotion, the terms stated that the $10 discount would apply to orders of $30 or more in merchandise. Ms. [redacted] used a free photo book promotion on her book order, so the $30 threshold wasn't met. (I'm sorry that the agent thought it was a $15 offer. The promo code in the photo Ms. [redacted] sent was obscured and looked like a code used for a $15 off promotion.)
In addition, the free shipping offer in effect at the time had a $49 merchandise threshold, so free shipping didn't apply.
At some point in her correspondence with us, one of our agents added an $8 gift certificate to Ms. [redacted]'s Shutterfly account as an accommodation for the confusion over the promo code.
As for the free shipping offer, I'm not aware of a free shipping offer from 12/17, although we did sent an email saying our economy shipping option was extended through that day. In any case, the calendar order Ms. [redacted] placed took advantage of a free calendar offer and would not have met the threshold for free shipping.
Other than shipping, the only charges on that order were for a Storytelling style (one of our premium styles that can be chosen at the start of the calendar- or book-making process). The fee for that style was refunded to Ms. [redacted] as she did not realize the style she selected had a fee associated with it.
For future reference, the promotions we offer always have terms and conditions printed on them or included in the email. And customers can access the online version of the terms once they have entered the promo code in their account.
Once again, I'm sorry for any confusion or inconvenience that was caused. I hope Ms. [redacted] will consider using us again in the future and using the $8 gift certificate in her account. If she has any further questions or comments, she can feel free to contact me directly.
Sincerely,
[redacted]
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.)
Thank you for your help Revdex.com showing Shutterfly they can not treat people the way they treated me. Also thank you Shutterfly for trying to correct the issue. Maybe form now on instead of customers having to search for the details of your promos and item selections maybe you should have the requirements printed clearly with the promos and make sure they know what selections cost extra such as using a pop up window like most other company's so this confusion dose not happen to someone els. Also instead of someone having to deal with 5+ reps to figure out one question maybe you should assign 2-3 reps to a case instead of letting the case float around to 5+ reps. Thank you once again Revdex.com and Shutter fly for resolving this issue.

Initial Business Response /* (1000, 5, 2016/02/04) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience with her print order.
Unfortunately, Ms. [redacted] didn't provide an order number, and the email address provided doesn't match any...

existing Shutterfly accounts. If Ms. [redacted] can provide the order number or the email address she uses to access her Shutterfly account, I can investigate further. Once I see the details, I should be able to recommend a satisfactory resolution.
I look forward to hearing from Ms. [redacted] so we can get this issue resolved.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
XXXXXXXXXXXX-XXXXXXX
[redacted]@hotmail.com
Final Business Response /* (4000, 9, 2016/02/17) */
I appreciate the extra information. Since Ms. [redacted] didn't mention whether the prints arrived, I will assume they did not.
I have requested a refund for the order. Ms. [redacted] should see a refund of $3.24 on her next billing statement.
I am very sorry that this order never arrived. While I have no doubt that this order was shipped, it is unusual that no tracking number was issued. I am checking with our fulfillment team to identify the source of the error.
If Ms. [redacted] has any further questions or comments, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

I'm sorry for the delay in my response.  Our [redacted] support team confirmed that [redacted] account was deactivated and a refund of the amounts charged was issued as of [redacted]
I was unable to determine if we have two distinct books saved in [redacted] account (he mentioned getting two copies of the same book), but I would be happy to investigate further if he desires.
[redacted] indicated that he would like to speak to someone about his experience.  He can feel free to contact me at the number below at his convenience. 
Once again, I'm sorry for the delay in getting this resolved.
Sincerely,[redacted]Director, Customer ExperienceShutterfly[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] Mouncey

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/26) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a poor experience with her mug order.
It appears that Ms. [redacted] experienced further difficulties with her order. The second mug was reprinted at no...

charge and refunded fully after Ms. [redacted] informed us that it was lost in transit. I'm sorry that this mug didn't arrive as expected.
Since the second mug was fully refunded, I am unable to issue any further shipping discount. But as a token of our apologies I have added a $10 gift certificate to Ms. [redacted]'s Shutterfly account. This 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 pick-up or through our mobile apps.)
If Ms. [redacted] has any further questions or comments, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you in helping resolve the issue between myself and Shutterfly of **. since my last rejection I have received the agreed on $[redacted] check and have **shed it. I truly feel without your intervention I never would have seen this desired outcome. Thank you again, [redacted]

Initial Business Response /* (1000, 6, 2016/02/04) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience with her ornament card order.
It appears that this situation has been resolved, as a refund for the remaining balance of Ms....

[redacted]'s order was issued in early February.
I noticed that there are several ornament projects in her account with no picture. If Ms. [redacted] has any comments about site errors or unusual site behavior that she noticed when creating these ornament projects, I'd like to hear more about it. We have a warning on our site to alert customers to missing images, and it sounds like Ms. [redacted] added pictures to her projects, so I'd like to better understand how she ended up with blank ornaments saved in her account.
If she has any comments about this, or any further questions, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent order.
I find it very difficult to respond to this complaint, for while it is obvious that [redacted] is very upset with us, there are aspects of her complaint that...

simply don't make any sense.  She repeatedly states that she was promised a delivery date of [redacted] 24, but this was not the date promised at the time the order was placed.  The screenshots that she sent us displaying a date of [redacted] 24 have a time stamp of [redacted] 12 and depict the shopping cart of an order that had not yet been placed.  At the time the order was actually placed, the ETA for expedited shipping was between [redacted] 27 and [redacted] 28 depending upon the item.
Despite these discrepancies, we did issue a full refund for the total price paid by [redacted] ($11.99) on March 4.  In addition, we shipped a set of coasters at no charge to replace the damaged ones on March 3.
In looking at [redacted] account history, she has placed three orders with us and found fault with every one.  Given her general displeasure for our products and services, I am surprised she is willing to continue doing business with us.  In fact, I would politely request that she find an alternate service for her photo and personalized product needs, as we obviously aren't able to meet her expectations.  If [redacted] would like to continue doing business with us, I suggest she give me a call so I can review with her how our site and service actually work, in the hopes of setting the appropriate expectations.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2015/12/23) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] had a difficult time placing her order and using her promotions.
I know we experienced a few volume-related website issues on November 29, but I'm not aware of...

any significant issues during the first week of December. If Ms. [redacted] continues to experience similar problems, I recommend she contact our Customer Care department so we can troubleshoot.
Our records indicate Ms. [redacted] contacted us on December 12 and we extended the promotions she was trying to redeem. She used one $20-off promo on her order and we extended the other one through January 12. We also extended the free products she received when she signed up for her account.
It appears Ms. [redacted] was able to successfully place her order on December 12 and take advantage of the promotions.
Once again, I'm sorry Ms. [redacted] had such a poor experience. If she has any other questions or concerns, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her photo book.
Unfortunately I am unable to comment on or resolve this situation, because I am unable to identify [redacted] account.  There is no account listed under her...

email address, and I couldn't find an account under the name [redacted].  I'm also unsure if [redacted] is referring to transacting with Shutterfly or one of our other brands (Groovebook, My Publisher, Tiny Prints, etc.).
If [redacted] can reply with more information (order number, email address associated with the account, brand, etc.) it will help identify and ultimately resolve the situation.  [redacted] can either reply to this Revdex.com complaint or contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with the migration of her photos from ThisLife to Shutterfly.
I checked our records and it appears the migration of [redacted] photos completed on July 24.  I'm not sure why her...

migration took so long, but I will contact our Engineers to find out.  The fact that it took so long and we weren't able to provide any guidance or ETA during the process is unacceptable, and worthy of granting her request for compensation.
As a small token of our apologies, I have added a $** gift certificate to [redacted] Shutterfly account.  This 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 pick-up or through our mobile apps.)  I hope [redacted] accepts this gift certificate along with our apologies.If she has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5**6

Initial Business Response /* (1000, 5, 2015/11/19) */
Thank you for the opportunity to comment on this situation. I'm very sorry the [redacted] had a bad experience with their recent card order.
According to our records, it appears this situation has been resolved. We added product credits to...

the account so a reorder could be placed at no charge, and subsequently adjusted the credits so a different type of card could be ordered. The replacement order was placed on November 7 and delivered on November 12.
If the [redacted] have any further questions or comments, they can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking with multiple customer service representatives Shutterfly offered to reprint the cards for free. We are happy with outcome and will continue to use Shutterfly

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience using our PrintFix service.
According to our records, [redacted] PrintFix books were shipped as follows:
First book (ordered 7/28) - shipped 9/8
Second book (ordered 8/28) -...

shipped 9/14
Third book (ordered 9/28) - shipped 10/2
In the app we state that books can take 12-18 business days in transit, which means the first book should have arrived by the end of September, the second a few days after that, and the third before the end of October.
There was definitely a delay in the production of the first and second books, and for that I am very sorry.  I believe this was just a temporary problem.  Our production process is usually faster than that, and [redacted] shouldn't see these types of delays in the future.
If [redacted] still hasn't received her first or second book, I encourage her to contact me directly at the number listed below so we can investigate further.  Once again, I'm sorry for any inconvenience caused by the delay.
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Dear Ms. Geisler,
 
I received your voicemail.  Sorry I missed your call.  I’m in all-day meetings at the moment and a bit difficult to reach.
 
The response I got from our accounting department previously was a prediction of what would happen rather than a confirmation of what did happen.  I’ve reached out to them to confirm that your check has been cut and mailed, and if it hasn’t, to commit to when it will be.  While I don’t think our accounting department was the source of the delay, I’ve conveyed the urgency of getting this resolved.  I should have an answer back soon.
I realize this refund was promised in August, and that the root cause of the refund dates back to 2015.  The delay in the refund has made a bad situation worse, and I’m very sorry for all the frustration we’ve caused you.  I agree that the Revdex.com case should remain open until this is resolved, but I assure you that I will work to get you your refund regardless of the status of the Revdex.com complaint.
 
I will send you an update before the end of the week.  Feel free to reply or give me a call if you have any questions or comments in the meantime.
 
Regards,
 
[redacted]This e-mail was sent to me in response to a phone message I left.  to date I have not heard any more and I still have not received my check.  I respectfully respect this case remain open until I have received my long awaited refund check.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with his gift certificate orders.
I understand [redacted] frustration and feeling that we did not operate in good faith on his orders.  While we don't mention gift certificates as...

part of our holiday shipping guarantees, we do provide guidance in the paper gift certificate ordering path and order confirmation email regarding estimated arrival dates.  We did not meet the estimated arrival dates on [redacted] orders, and for that I am very sorry.  I can assure [redacted] that this was not the result of any intention to not meet the shipping guidance we provided.
Given that this experience caused [redacted] significant frustration, I agree that compensation is due.  I have requested a full refund for the gift certificate ordered on [redacted] that missed it's [redacted] arrival estimate.  [redacted] should see a $** refund on his next credit card statement.
If [redacted] has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] has had such a difficult time cancelling her Groovebook account.
Unfortunately I don't have direct access to Groovebook accounts, but I have forwarded Ms....

[redacted]'s request to the appropriate people and asked them to do the following:
-Confirm that the account has been cancelled and any recurring charges have been stopped.
-Issue refunds as appropriate for the charges incurred after the cancellation request was received back in May.
If there are any extenuating circumstances that prevent these actions from being taken, I will reply to this complaint. Otherwise, I will make sure these actions are completed in a timely manner.
Once again, I'm sorry for the inconvenience this has caused for Ms. [redacted] and her husband.
If Ms. [redacted] has any further questions or comments, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has canceled the account and refunded the money as requested.Thank you.

Initial Business Response /* (1000, 6, 2016/01/04) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with her iPhone case order.
I reviewed the situation, including the picture of the iPhone case Ms. [redacted] uploaded, and I'm confused...

as to why the agents involved weren't able to resolve the situation more quickly. The picture quality on the case was significantly different than the picture quality of the image.
Given the situation, I am requesting a refund of $33.75, which is the total of the case less the discount Ms. [redacted] received. This refund should appear in her account prior to her next billing statement.
Once again, I'm sorry for the inconvenience. I hope Ms. [redacted] will consider using us again in the future. If she has any further questions or comments, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX