Shutterfly, Inc.

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] had such a poor experience with her engagement announcements.
The reason the problem occurred is because the image printed was a slightly different aspect...

ratio than the 5x7 print. Plus it sounds like the preview on our site may have showed more of the picture than actually printed. I'll be checking to see if we need to adjust our preview accordingly.
According to our records, a full refund of $83.12 was issued on August 26 (including the original shipping charges). Unfortunately, we don't have a mechanism for refunding more than was paid for an order, so we are unable to reimburse the return shipping.
If Ms. [redacted] is willing to continue using our services, I would be happy to issue a gift certificate or product credit to offset the cost of return shipping. She can reply to this complaint or call me at the number listed below.
I hope she is willing to accept the gift certificate and give us another try.
Regards,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I found the lack of assistance in any resolution in our initial communications with Shutterfly to be appalling. The agents I spoke with were rude and blamed me for the error that was made on the programs side. I refuse this resolution because the definition of insanity is to to complete the same task over and over expecting different results. Why would I use this service again and have any expectations that anything will be done right. Offering me a gift certificate is like saying, we're sorry, you are wrong, but we don't want to deal with the hassle of actually correcting anything with our products or with our services or our return policies.
Final Business Response /* (4000, 9, 2015/09/11) */
I'm sorry to hear Ms. [redacted] didn't accept my response. I can assure her I was not trying to place blame on her or skirt our responsibilities in this matter.
My offer of a gift certificate was based on a few factors:
1) She's used us in the past, and I don't have any reason to believe that her prior interactions were unsatisfactory.
2) The problem she experienced was preventable. While there's definitely a possibility that our site preview wasn't accurate (I'm still investigating and waiting for some test prints), I believe that with a little adjustment we could have resolved the cropping issue and produced prints that Ms. [redacted] was happy with.
3) The gift certificate is the only way I have to accommodate her request for reimbursement beyond the full refund of the order.
If Ms. [redacted] changes her mind she can feel free to contact me for a gift certificate or product credit.
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 shopping bag order.
[redacted] order was affected by a production problem that resulted in the order being delayed.  When her order was being shipped, we discovered a...

quality problem that required her order to be reprinted.  Unfortunately we discovered the error after a tracking number had been generated, so it appeared in our system that the order had shipped.  To further complicate the issue, the tracking number didn't show any progress, as the order hadn't actually shipped.  This was a very unusual error, and we've taken steps to ensure that it doesn't happen again.
The ultimate effect of this error was that it appeared the order shipped when it had not.  The delay in receiving the order and the fact that the tracking number didn't provide any information obviously resulted in concern for [redacted] and confusion for our agents.  The bag was subsequently reordered twice.  [redacted] was not charged for the reorders, and even the original order was free aside from the shipping charge because we were running a free bag promotion.
I'm confident that [redacted] eventually received her shopping bag.  In fact, she should have received two if not three bags due to the reorders.  Of course there is no need to return the extra bags she received, and she was not charged for them.
I am very sorry for the confusion and concern we caused Ms. Banuelos.  As I said, it was an unusual error that will not happen again.  I hope she will accept our apologies and consider using 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 ExperienceShutterfly650-610-5256

Complaint: [redacted]I am rejecting this response because: the problem appears to be that Shutterfly does not process orders on [redacted]; only on Internet Explorer.  Upon ordering on IE, it went through.  That said, it is surprising to hear the Shutterfly is not aware of the problem with their site on [redacted].  I have experienced this issue frequently in the past several months.
Sincerely,[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. Thank you for your speedy response.  Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for the opportunity to comment on this situation. I'm very sorry Mr. [redacted] had a bad experience with his ornament order.
After looking at the photos and reviewing the correspondence, I'm a little confused at the nature of Mr....

[redacted] complaint. While I agree that there are issues with the ornaments he received, his complaint that we printed something different than was previewed doesn't seem to be the case. From what I can tell, the photo was printed on the ornament as was specified in the order. It seems that Mr. [redacted] was mostly dissatisfied with the size of the ornament and the image.
We would typically provide credits so the image could be adjusted and reordered, or provide a partial refund in such cases. Given the situation, I have requested a full refund be processed. Mr. [redacted] should see a refund of $63.24 on his next billing statement.
Once again, I'm sorry the ornaments didn't meet his expectations. If he has any further questions or comments, he 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.)
I accept this solution. Thank you very much.

Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm very sorry Mr. [redacted] had a bad experience when trying to redeem the 10 free card promotion.
I can assure Mr. [redacted] that the promotion was not a scam. Our 10 free card promotion...

was very popular and was used by a huge number of our customers without incident.
Actually, I'm a bit confused by this complaint. According to our records, Mr. [redacted] ordered 25 cards (not 35) and the 10 free card promotion was never entered in his account. If it had been entered prior to checkout, it would have applied to his order.
Note that if the promotion had been added, it wouldn't have automatically changed the quantity ordered. If Mr. [redacted] had intended to take advantage of the promotion and receive 35 cards, he would have had to enter the promotion in his account prior to checkout and update his order quantity to 35.
Mr. [redacted] is obviously dissatisfied with his order, so I would like to provide some accommodation. Unfortunately I can't issue a refund to make up for the lack of a 10 free card promotion, because Mr. [redacted] used another promotion that brought his order total to less than the price of 10 cards.
As a token of our apologies, I have added a $15 gift certificate to Mr. [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 Mr [redacted] accepts this gift certificate and is willing to use us again in the future.
If he has any further questions or comments, he can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I have heard this same response from Shutterfly at least 3-5 times..that "the check is in the mail".
I reserve accepting this response until I actually receive the check.  As 4 business days have passed since the processing of the check
I am skeptical about actually receiving the check.
I will contact you again mid week to let you know if the check has arrived and the matter is resolved.
sincerely, [redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent calendar order.
After looking at this situation, I think the problem had more to do with adjusting the start date of the calendar rather just making a copy. ...

Copying a calendar project should carry forward all of the text and other customizations from the original.  However, when you change the start month or year of a calendar, our system doesn't carry forward any non-recurring events.  I'm sorry that this wasn't clear at the time[redacted] placed her order.  We recently made some significant changes to our calendar creation path, providing the customer with more control and visibility.  Hopefully [redacted] will enjoy these changes the next time she starts a new calendar.
[redacted] request for free shipping is quite reasonable, and I'm sorry the agents she spoke to didn't provide it at the time.  I have added a free Economy shipping credit to her account, good through 9/13/** (same as the free calendar).  Combined with the free calendar credit, she will be able to order the corrected replacement calendar at no charge.
As for the shipping charges on the original order, the free shipping promotion did apply as promised.  The order was eligible for both our 50%/40% sale and our SHIP39 promotion.  The total discount shown on the order history page includes the shipping charge of $[redacted].  Unfortunately the recap on the order history page shows the shipping charge separately, but not the shipping discount.  I'm sorry for the confusion.  Here's the breakdown of the discount amount:
Photo book discount:  $[redacted]Calendar discount:     $[redacted]Shipping discount:      $[redacted]Total discount:           $[redacted]
Once again, I'm sorry for the inconvenience.  If Ms. Llewellyn has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for the opportunity to comment on this situation. I'm sorry Mr. [redacted] received defective books and had difficulty resolving the situation.
It sounds like Mr. [redacted] received a standard response regarding returning the books for...

a refund, rather than us arranging for the books to be returned at our expense. Given the description of the error, we should have either issued the refund without the return, or offered to pay the return shipping so we could examine the defect.
I believe I understand the nature of the defect, so it will not be necessary for Mr. [redacted] to return the books. I have issued refunds for both orders, totaling $31.30. Mr. [redacted] should see these refunds on his next billing statement.
I'm very sorry for the inconvenience. If Mr. [redacted] has any further questions or concerns, he can feel free to contact me at the number below.
By the way, when we reprint an order, it always uses the originally ordered version of a product. If you make any changes to the saved project after placing an order, those changes won't be reflected in a reorder. If you run into this problem in the future, you can ask for product credits so you can order the new version, rather than having us place a reorder. I'm sorry the agents who helped you didn't recognize this and provide the proper guidance.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
This is the original response which was given to me from the company. I am not looking for a full refund I am looking for a refund for only the shipping charges... even a credit on the account for the amount would be acceptable. You shipped me the product in 5 standard business days which is actually a free service on your site. It did not come in a rushed manner. If you could not as a company handle the flow of business that was coming in on a holiday you should own up to it. For me to send back my books which are filled with personal pictures for you to destroy or hang on to  in order for you to refund the entire order including the shipping charge instead of simply refunding the shipping charge show how unreasonable of a company you are being. I truly regret that this incident has occurred because you have gone from being my go to recommended site to everyone in terms of purchasing pictures and frames of any kind but I can assure you that this is no longer the case. I got the item I had free shipping on in 2 days and the expedited item in 7 days 5 business days. I need a refund of my shipping charges that is the only charge I am disputing and I am not sending a book filled with my personal memories back to you so you can do what ever with it in order for you to issue a full refund. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/03) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with her recent photo book orders.
Our site is supposed to account for the image loss due to the binding in non-layflat pages...

when using 2-page spreads, but obviously the preview isn't matching reality. I'm sorry, not only for the error, but for the fact that the agents Ms. [redacted] interacted with didn't properly recognize the problem and provide replacement books.
I have added credits for four 22-page 8x11 hard cover photo books with glossy pages to Ms. [redacted]' account, along with 4 Economy shipping credits. These credits will allow Ms. [redacted] to replace the defective books at no charge. She does not need to return the defective books to us.
If the books are time-sensitive and faster shipping is required, or 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, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Shutterfly gave me what I asked for - replacement photo books and free shipping. I thank the Revdex.com for providing a forum to resolve issues. I wish I had received an appropriate response from Shutterfly initially so that filing a complaint would not have been necessary. I accept their response and am pleased this issue is resolved.

Thank you for the opportunity to comment on this situation.  I'm very sorry Ms. Becker had a bad experience with the charges on her recent order.To provide some context, Shutterfly requests an authorization for the amount of an order at the time the order is placed.  This results in the...

bank or credit card issuer putting a hold on the funds, pending the eventual charge, but no funds are transferred at that time.  We process the charge (and receive the funds) only after the order is completed and shipped.I carefully reviewed the order in question and can find no sign of any error, either in the initial authorization or the eventual charge.  I can assure Ms. Becker that we didn't double-charge her, and we certainly didn't receive anything more than the $64.98 that was authorized for this transaction.  I will be the first to admit if something in our system resulted in an excess authorization or charge, but I can't find anything unusual about this transaction.  While excess charges are extremely rare, we do see occasional cases where an authorization gets duplicated, but there is no indication that a duplicate authorization was requested here.  When I check the details I see one authorization for $64.98 requested when the order was placed on December 31, and one settlement of that authorization (where the $64.98 was actually transferred to us) on January 8 when the order was shipped.I hesitate to suggest that any other entity is to blame for this situation, but it's not unheard of that the credit card processor or bank fails to properly clear an authorization when the charge gets processed.  If that's the case here, the authorization should expire after a period of time.  The exact amount of time depends upon the financial institution's policy, but it is typically two weeks or less.  Hopefully this means any authorization that wasn't properly cleared has already expired.I understand Ms. Becker's request for us to refund the excess amount, but there simply is no duplicate or excess transaction in our records that we could refund.If Ms. Becker has any further questions or comments, she can feel free to contact me directly.  If the excess amount is still being deducted from her balance, I encourage her to contact me.  I may be able to reach out to her bank and assure them that our transaction has completed and that any funds still being reserved can be released.Sincerely,Mike [redacted]Senior Director, Customer ExperienceShutterfly[redacted]

(Sorry about my previous response.  I hit submit prematurely.)
Thank you for the opportunity to comment on this situation.
I’m sorry to hear Mr. Dagle had a bad experience with Shutterfly.  If there are any outstanding issues that need to be addressed, I encourage him to contact...

me.  While my options are a bit limited with regard to historical Tiny Prints orders, I would like the opportunity to make things right if possible.
As for the current request, it appears that our Customer Care agents complied with Mr. Dagle's request in mid-February.  His Shutterfly account has been deactivated, and I can find no trace of any personal information (billing and shipping addresses, photos, etc).  His Tiny Prints accounts would have been deactivated when Tiny Prints was shut down, and the notes associated with his correspondence indicate that any personal information residing on Tiny Prints was also purged.
To be safe, I have written to our CRM department to make sure that his email addresses were removed from our systems, as well as from our direct mail lists.  We periodically reach out to former Tiny Prints customers, so I asked that he be removed from those lists as well.  These changes can sometimes take a week or two to take effect, but I don’t expect that there are any emails scheduled to be sent to him at the moment.  If he continues to receive correspondence from us, I'd like to know about it.
Once again, I’m sorry for my error with this form and the inconvenience Mr. Dagle experienced in having to reach out multiple times to get his information deleted.  We are very cautious about deleting customer information and some of our tests to prove that the account holder is contacting us can be a bit cumbersome.
If Mr. Dagle has any questions or comments, or if he’d like to discuss his previous experience with Shutterfly/Tiny Prints, he can contact me directly at the number listed below.
Sincerely,Mike [redacted]Senior Director, Customer ExperienceShutterfly[redacted]

Initial Business Response /* (1000, 5, 2016/02/08) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience with her 16x20 order.
Unfortunately the image that was uploaded to Ms. [redacted]' account has a different aspect ratio than a 16x20...

print. At 1587x2245 pixels, it is a bit longer than a 16x20, and so the image was cropped to fit. This cropping is previewed on the site, and Ms. [redacted] would have been able to see and adjust accordingly prior to checkout. I'm sorry if this issue wasn't obvious.
To correct the problem, I have added 2 16x20 credits and a free Economy shipping credit to Ms. [redacted]' account, good through 4/8/2016. These credits will enable Ms. [redacted] to reorder the prints at no charge. Ms. [redacted] will need to preview the image prior to checkout and adjust the cropping accordingly. The easiest way to address this issue is to use the option to add a thin white border around the image. This will buffer the image so that the entire image prints on the 16x20.
If Ms. [redacted] has any questions or concerns about this process, she can feel free to contact me directly. I would be happy to walk her through the steps required to ensure that the entire image prints as desired.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX