Shutterfly, Inc.

Complaint:***I am rejecting this response because:
I do not plan to ever purchase from shutterfly ever again, therefore I do not accept a gift card to their companyI want a refund for the amount I had requested in my complaint.Sincerely,*** ***

I have tried to contact the phone number given multiple times and MrLandreth has not returned my callCan this dispute be reopened?

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her shopping bag order
I checked the correspondence on this and it appears that the agent incorrectly thought that *** *** was asking about returning the item. I
apologize for this error, as *** *** email didn't mention returning the bag and we shouldn't have reacted by sending return instructions
I have taken the action that the agent should have taken and reprinted the defective item at no charge. *** *** will receive an order confirmation email for the new order, and a shipping confirmation email when the corrected item ships. There is no need to return the defective item to us
Once again, I'm sorry for the inconvenience. If *** *** has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethSenior Director, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation. I'm sorry *** *** had a bad experience with her yearbook order (order number 009080313797-9000024)
The reply *** *** received with an offer of a 50% discount on a reorder is our standard accommodation when a customer makes an
error on an order. The agent responding to *** *** found that the yearbooks were printed as ordered, without the corrections *** *** was expecting. From *** *** description, it sounds like the changes were made but our system somehow disregarded them
In any case, I'm sure we can find an acceptable resolution. I would be happy to work with *** *** to make sure she gets yearbooks she can use without having to charge the parents extra. I recommend *** *** contact me at the number below at her earliest convenience so we can work out a solution.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for the opportunity to comment on this situationI'm sorry Mr*** had a frustrating experience when trying to cancel his order
I checked our records and the refund for the original order was processed on September Mr
*** should have seen a credit in his account soon after
As for the overdraft fee, we don't typically issue refunds for such fees, and our system doesn't allow refunds to be issued in excess of the order total
That said, I feel that some compensation is appropriate given the situationI checked our records, and the notes from Mr***'s initial contact with us focus more on the promotions involved in the order than on cancelling the orderI apologize for this oversight
As a token of our apologies, I have added a $gift certificate to Mr***'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.) I hope Mr*** accepts this gift certificate and is willing to use us again in the future
If he has any further comments or questions, he 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 her order of thank you cards
I checked our records, and a no-charge reorder was placed on June and sent via Rush shipping. It was delivered on July 1, which was late based
on our originally promised delivery window of June 25-30. I am very sorry that this order was late, and that *** *** had to go to such efforts to get her order delivered
We are investigating why the tracking number for the original shipment did not provide any results in *** system. If *** *** could let us know if the original package ever arrived, it would be very helpful
As a token of our apologies, and to cover the shipping charges she paid, I have added a $** gift certificate to MsSilvia'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 pior through our mobile apps.) I hope *** *** accepts this gift certificate along with our apologies and is willing to use us 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-

Thank you for the opportunity to comment on this situation. I am sorry that *** ***'s orders were not delivered as expected. It seems that an unexpected error in our system resulted in the order being shipped via an incorrect method based on the delivery address
*** ***
was refunded for the full amount of the order ($38.85) on December 13. He should have seen the refund appear on his credit card soon after
Normally I would offer to rectify this situation and have the pillow shipped again, even though I expect the timeliness of the gift has passed. That said, I am unable to make that offer because *** ***'s Shutterfly account was closed in reaction to his repeated abusive behavior toward our Customer Care agents. While I understand his frustration, we can not permit such behavior and do not wish to have him as a customer.Sincerely,*** ***Senior Director, Customer ExperienceShutterfly***

Initial Business Response /* (1000, 5, 2015/12/15) */
Thank you for the opportunity to comment on this situationI'm sorry Mr*** has had difficulty redeeming his prize
Unfortunately I couldn't find any record of an account or any contact with Mr***I'm assuming the account and
associated contact are all under a different email address
If Mr*** can reply with the details, including the email address he used to contact us, the email address his account is under, and the specifics of the prize he won, I'm sure I will be able to get everything sorted out
If it's easier, Mr*** can feel free to contact me at the number below
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 our FREE4U promotion
I've added credits for a free set of playing cards and a free reusable shopping bag to *** ***'s account. These credits are good through ***
*** *** and should automatically apply in the shopping cart
As for the free shipping promotion, our SHIP** offer provides free economy shipping when a customer places an order with a merchandise total of $** or more. Unfortunately that means you can't get free shipping on free items. If *** *** would like to use the SHIP** promo, she will need to add at least $** worth of merchandise (after all other promotions) to her cart. Our current SHIP** promo runs through *** ** ***, but we run this promotion frequently
I checked the text on the playing cards, and I didn't see any text warning, but I did notice that a large number of carriage returns were entered after the text. That may have tricked the system into thinking there was more text than would fit. I got the text to align a bit better by selecting the bottom alignment, and saved the updates as a version called "Updated Version". *** *** can preview this version prior to ordering to make sure it meets her expectations.Once again, I'm sorry *** *** experienced difficulties using our site and redeeming the promotion. If she 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, 2015/12/30) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a bad experience with her Christmas card order
According to our records, the no-charge replacement order was delivered on December 20, about days
after the original order should have arrivedUnfortunately I don't have any information on why the original order was lostIt appears to have shipped normally on December 10, but there was no trace of the package after thatI can't tell whether we lost the order or the shipping carrier did, but in any case Ms*** didn't receive her order as promised
As a token of our apologies for the delay, I have issued a refund for 50% of the cost of the delayed orderOur policy stipulates a lesser percentage based on the delay and the shipment of a replacement order, but I think a larger refund is appropriateMs*** should see a refund of $on her next billing statement
If she has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

I understand *** *** frustration. Her Christmas card order was late, and the replacement order arrived later than promised as well
That said, I'm a bit confused by *** *** comments. Her original complaint listed the 23rd as the last acceptable date to receive her cards, but her rebuttal suggested this date was unacceptable. And I was going by the *** tracking information when I stated her replacement order was delivered on the 21st. I can't explain the discrepancy, but will accept her assertion that she didn't get the replacement order until the 23rd
In any case, I am very sorry for the inconvenience this caused. She received a full refund for the order, and I hope she accepts our apologies for the frustration she experienced
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 order of birth announcements
Our records indicate that *** *** returned the announcements and received a full refund for her order on June 10, ***
If *** *** is still
interested in ordering Shutterfly birth announcements, I would be happy to assist her find a product that meets her needs. We offer a wide variety of styles, available in various sizes with a number of different finishes. Unfortunately, as our agents indicated, we don't have every style available in every size and finish. *** *** received a 6xcard on our signature cardstock, which is a matte finish. We offer some cards with satin or glossy finish, and a whole line of cards printed on glossy photo paper, but none in the size and style that *** *** selected. That said, I would be happy to discuss the options and try to find a suitable alternative if she is interested. We also offer a variety of options through our Tiny Prints brand that *** *** may be interested in. I can be reached at the number below at her convenience
Sincerely,
Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation
I understand *** *** concern regarding the orders his daughter placed, but we had no reason to believe the orders were placed without his consent. We have a variety of fraud prevention systems, which can include matching the credit
card billing address, but no system can detect that a family member is using a card without permission
Despite the fact that we incurred significant expense in fulfilling *** *** order, shipping it via rush shipping, and reprinting two items that didn't meet her expectations, we will issue a full refund (including shipping charges) if all of the merchandise is returned to us. Return instructions and a return form are available on our website. (Search for "guarantee" or "return policy" in our help section to access this information.)
If *** *** is unable to return the products, I encourage *** *** to contact me, as I may be able to offer a discount on the orders. (There were promotion codes available at the time of the order that were not used.)Sincerely,*** ***Director, Customer Experience***

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** and his wife had a bad experience with our photo book promotion
I should start by saying that *** *** received the requested refund of $*** (issued in the form of two refunds, one on *** * and the
other on *** *) resulting from his contact with our customer service department
We are very consistent about including terms and conditions with all of our promotions, and they are always available in the emails we send and on our website. I checked the email we sent advertising this sale, and while it did include terms and conditions of the sale at the bottom of the email (including mentioning that the 50% applied to the first pages of our books, and a lower discount (30%) applied to any additional pages and other options), I noticed that the asterisk (or cross, in this case) that directs customers to the terms was not only smaller than I would expect, but appeared next to the 30% rather than the 50% graphic. I'm sorry if this wasn't clear and resulted in the confusion *** *** experienced. (I've pasted the text from the email below for reference.) I will raise this issue with our marketing department
For future reference, complete terms of our sitewide offers can always be found at https://www.shutterfly.com/promotions_details. Terms for other code-based promotions can be found by clicking the links from the promo details pages once the codes have been entered in an account
Once again, I'm sorry for any inconvenience or confusion we caused. *** *** should see the requested refunds on his next billing statement. If he has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/12/29) */
Thank you for the opportunity to comment on this situationI'm sorry Ms*** had a bad experience with her recent order
The agents Ms*** interacted with handled her request based on the assumption that the problems with her
order were due to the images used, as opposed to any error on our partAfter looking at the order details, I can see why they reached this conclusionThe candle image is quite high resolution, but the subjects are blurry when viewed at a large size, and one of the subject's faces is in shadowThe photo of the horse is the same shape as a 5x7, but would be cropped when printed at 8xMs*** states that it was cropped contrary to her instructions, but it doesn't appear that anything other than our automatic cropping was applied prior to ordering
That said, Ms*** is obviously dissatisfied with the order and frustrated because it was intended as a giftI will waive the requirement that the items be returned in order to issue a refundI have requested a refund of $be processed, per Ms***'s request
If Ms*** has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Service
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as I actually get the refund, I am satisfied with their response

I'm a bit surprised to hear *** *** rejected my response, because my response was a request for more information about the problem he was experiencing. This leaves the impression that he would rather complaint about the problem than help resolve it, but I will hold off on judging too harshly as I can tell he was quite frustrated about this situation
I can assure *** *** that we have thousands of customers who place orders successfully on *** every day. I use all major browsers regularly, and while there are subtle differences in performance and functionality, there are no issues using *** on our site. While I generally prefer *** ***, *** is a closer runner up in terms of performance
That said, there are numerous variables that can affect a browser's performance on a particular site, many of which are local to the user. Things like version, add-ons, virus and firewall software, etc
I'm pleased *** *** was able to successfully place an order, and I appreciate his persistence and willingness to try other options. My offer of assistance remains, and if *** *** would like to explore why *** isn't working for him I would be happy to discuss the situation with him
Sincerely,
Mike LandrethDirector, 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 bad experience with her print order
Based on the information in our system and the tracking information, it appears that the prints were delayed or
lost in transitWe shipped the items with sufficient time for delivery between 12/and 12/as originally promisedUPS was scheduled to hand off the shipment to the USPS once it got to the local postal facility in Florida, but the tracking information ends there
As a result of this problem, we issued a full refund for the orderA refund of $should now appear on Ms***' credit card statement
Once again, I'm sorry for the problem with this order and the difficulty Ms*** experienced in trying to resolve itIf she has any further questions or comments, she can feel free to contact me directly
Sincerely,
***
Director, Customer Experience
Shutterfly
650-***
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although money was refunded, it doesn't account for the number of hours spent to get the issue resolved due to extreme hold times and being disconnected
Final Business Response /* (4000, 9, 2016/01/27) */
I understand Ms***' frustration and I am sorry for the problems she experienced, but I am unable to compensate her for her timeNot only is it difficult to put a value on someone's time, it is not possible for us to provide compensation beyond the amount paidWe complied with the desired resolution in this case, so I ask that the case be closed
That said, if Ms*** is willing to give us another try, I would be willing to provide site credit so she could try one of our productsIf she would like to take advantage of this option, she can give me a call at the number below
Sincerely,
***
Director, Customer Experience
Shutterfly
650-***

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her *** order
According to our records, *** ***' account was successfully cancelled on***. We charged *** *** $*** for the March book (shipped on***) on
***. I've requested a refund of $*** be issued to her credit card. She should see this refund on her next billing statement. Hopefully *** *** received both the *** book and the reprinted February book. If *** *** has any further questions or comments, or if she has any interest in using *** in the future and discussing the problems she experienced, 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 the $-off promotion she received
Unfortunately, I am unable to accommodate *** *** requestOur promotion system is designed to apply any $-off or free promotions prior to any
%-off promotions, and there is nothing in the terms and conditions that contradicts this
I do apologize for any confusion over the terms of the promotion or the order of operations. The clause in the terms that states "after select discounts" is there to allow for the fact that some other promotions are applied before $-off promotions, and some are applied after. We run a wide variety of promotions, and we're fairly unique in allowing most of them to be combined on a single order
If *** *** was willing to use our services again in the future, I would be able to offer a variety of options to make up for the extra $** discount she was expecting. However, she made it clear that she does not want store credit and does not intend to use us again. I don't agree that we didn't honor the fine print in our terms, and as a result I don't think a refund is appropriate
That said, I want to be reasonable and allow that others might view this situation differently. If the Revdex.com agrees with *** *** and thinks that our terms are misleading or amount to advertising, then I will issue the requested refund and work on clarifying the terms. (In fact, I will look at clarifying the terms anyway. The intent of using the term "select discounts" was to avoid having to spell out every combination possible, but we will consider adding a specific reference to %-off promotions, since that is the point of contention here.)
If *** *** disagrees with this, or if she has any further questions or comments, I would be happy to discuss them with her directly. She can feel free to contact me at the number listed below
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-6**-