Shutterfly, Inc.

Thank you for the opportunity to comment on this situation. I'm very sorry the Smiths had a bad experience with their *** account
Shutterfly is the parent company of ***, but our support systems are not integrated. I am forwarding the details of the complaint to the
*** support team and asking them to investigate and resolve the issue. I should get confirmation from them soon
Note to *** ***: The Revdex.com will send you this reply and ask if you're satisfied with the resolution. Since I don't have a resolution yet, please respond that you are not satisfied. The complaint will then be routed back to me so I can provide an update on the resolution.Sincerely,*** ***Director, Customer ExperienceShutterfly***

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had such a bad experience with her Christmas orders
I would like the opportunity to talk to Ms*** about her experience when placing her ordersI
will be the first to admit that our site has errors from time to time, but I've never been able to replicate or find any evidence to support that an address has changed after an order has been placedIt may be the case that her grandmother's address persisted in the cart when the subsequent orders were placed, but this should have been visible prior to checkoutIn addition, I'm sure the order confirmation emails Ms*** received would have listed her grandmother's address
If Ms*** remembers any unusual behavior at the time of checkout and is willing to discuss it with me, I would really appreciate itIf we really do have a bug that causes an address to change when an order is placed, we need to get as much information as possible so we can track it down and fix it
I realize that the damage has been done now that Christmas has passedAnd I am very sorry that the agents she spoke to did not offer any resolutions that were more acceptable to Ms***If she would still like a set of the books sent to her address, I will be happy to accommodate thatOr I can issue a refund if she prefersHopefully we will be able to reach a solution that works for her
Ms*** can feel free to contact me directly at the phone number listed belowI look forward to hearing from her
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to reach out to *** *** as requested, but have yet to receive a phone call or email backI would like to get this matter handled, and if it is easier to reach me via email he canMy direct email is: ***@***.com
I know he asked about it being an issue with Shutterfly, and I am not the only person who has had this kind of troubleHere is a forum with this problem that other customers faced:
http://forums.shutterfly.com/posts/XXXXXbd09a
I would like to receive an email back this week if possible
Thank you,
***
Final Business Response /* (1000, 11, 2016/01/26) */
*** and I spoke earlier todayShe helped me understand the details of the problem she experienced, which I appreciateI haven't been able to reproduce the problem, but the information she provided should help me investigate further
We discussed the options and ultimately I had the books reordered and sent to herI also issued a partial refund for the affected orders
Sincerely,
***
Final Consumer Response /* (2000, 13, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was wonderful and very accommodating on the phoneHe not only listened to my issues, but made sure to try and understand what happened with the problemI am very pleased with how he addressed the situation, apologized for the customer service issue and treated me with respectI am pleased with the options he gave me, and feel he offered a very kind compensationIt is due to his amazing customer service that I will give Shutterfly another chance

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, 6, 2015/10/13) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** has had such a frustrating time cancelling her *** account
Unfortunately I don't have direct access to *** information(Our systems have
not yet been integrated.) However, I asked someone on the *** support team to look into this situationThey confirmed that Ms***'s *** account has been cancelled, and refunds for three months worth of service have been issued(Two refunds were issued on 10/and one on 10/13)
If Ms*** has any further questions or comment, she can feel free to contact me directlyOnce again, I am sorry for the inconvenience
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 8, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund on 10/13/of 3.24(twice) on my card accountThis was after emailing them that I had not recit in over the 7-days they said it would happen(daysplus?) I am ready for this matter to be settledI was charged times in less than months, and I'm not sure I even rec***sI wonder how many others are overcharged like me and do not look closely enough at statements to notice $3.24, three times in a month( or a matter of days)What great idea this is, if done honestly
Final Business Response /* (4000, 15, 2015/10/23) */
Sorry, but I'm a little confused about what action needs to be takenMs*** replied on 10/that she received a refund, but then commented on 10/that she had notIf Ms*** could provide more details about the refunds she received and any refunds still due, I would appreciate it
The information I received indicated that Ms*** was charged once per month between 2/19/and 9/19/(a total of charges)The charges for July, August, and September were refunded (two on 10/and one on 10/13)
I'm not sure how to explain any other charges involved, unless Ms*** somehow had more than one *** account associated with her credit cardIf that seems to be the case, we can investigate further
Once again, I'm sorry I don't have more visibility into the situation, but I will do my best to help get this resolved
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Final Consumer Response /* (4200, 18, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed the company after they had inquired if I had another email address tied to ***I gave them another email address I had used with an old phoneI had attempted to cancel that account when I couldn't get the *** to work on my new phoneI had assumed it was cancelledI hope that now it has finally been cancelled, because my credit card was charged on
XX-XX-XX: after they had told me it was cancelledI do not wish to receive ***, nor be charged for it any longerI wish to be refunded for the XX-XX-XXXX charge

Initial Business Response /* (1000, 5, 2016/01/29) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had such a bad experience with her print order
In the time since this complaint was filed, it appears that the art prints in question have all been
reprinted and are being sent to Ms***Hopefully the problem she experienced previously was just a temporary printing error and the new set of prints will meet her expectations
That said, I should point out that the process used to produce our art prints is very different than traditional photo printing, and will produce a different look than a photo printIf Ms*** is still dissatisfied with her order after receiving the replacements, I encourage her to contact me so we can discuss how best to resolve the situation to her satisfaction
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

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, 7, 2015/12/01) */
Thank you for the opportunity to comment on this situationI'm sorry this has been a frustrating experience for Ms***
After looking at the correspondence, I believe this was a misunderstandingAnd it appears that the
misunderstanding was caused by a confusing reply we sent to Ms***
After Ms*** contacted us about the incorrect address, we provided two optionsShe could wait for the incorrect shipment to be returned and reshipped, or we could send a replacement shipment immediately and charge her $Once the incorrect shipment was returned, we would refund the $Ms*** chose the second option, and the replacement shipment was processed and she was charged the additional $
When we replied to confirm this, for some reason the agent chose to explain that we would have to adjust the amount of the reorder by $to get the order total to match the original totalI can see why Ms*** might get the impression that we were charging her an additional $9.80, but this was not the case
If Ms*** still wishes to remove her information and cancel her account, I can help with thatActually, she can remove her billing and personal information from her account by going to the account information page in her account
It sounds like Ms*** already took care of the refund by contacting American ExpressIf she has any questions or needs help removing her information or cancelling her account, she can feel free to contact me
Once again, I'm very sorry for the inconvenience and hope Ms*** is willing to continue using our services
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a bad experience with her photo book
Our policy is to provide a 50% refund if orders are returned due to customer errorHowever, we make exceptions if
the error is something that the customer couldn't reasonably have been aware ofGiven the situation, I am willing to issue a full refund for the order(I had some difficulty identifying the order in question, as the email address provided was associated with another account.)
The unsatisfactory photo book was returned and a refund of $was issued on November I have requested an additional refund of $24.78, which should be reflected in Ms***'s account before her next billing statementI hope she accepts this refund and is willing to use us again in the future
By the way, Ms*** received free shipping on both the original order and the replacement order
If she has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is fair but I will like shutterfly to change the font on the front page that makes it hard for a customer to see while creating a photo-book and using your "ideas" softwareThe original font is a very very light blueeven your customer service rep could not clearly see it until I directed her eyes to the wordsI am sure other people have experienced the same issue because I have read of similar complaints
Final Business Response /* (4000, 9, 2016/02/10) */
I appreciate Ms***'s comments and have conveyed her concerns to the photo book product teamWe use a variety of fonts and colors throughout our idea pages, and an audit to evaluate their visibility is appropriate
Regards,
***
Final Consumer Response /* (2000, 11, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate thatThank you

Thank you for the update. *** *** and I spoke at length last week, and she provided me with a long list of her concerns. I promised to convey her concerns to our Groovebook leadership team and get back to her with status updates. Unfortunately I've been a bit delayed in this, as it is our busiest season and schedules have been hard to coordinate. I've sent *** *** feedback to the team, but I am scheduling a personal meeting so I can be sure to convey the frustration she has experienced. Once I have an update, I will contact *** *** directly
Regards,
Mike

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with his *** subscription. I'm sure we can get this situation resolved to his satisfaction
I checked our records, and it appears that *** *** has ordered three books
since joining in ***. The *** book was shipped without incident. There was a problem with the receipt of the *** book, so it was reprinted and reshipped at no charge. And the *** book is currently in process and should ship within the next day or two
Our records also indicate that *** *** successfully cancelled his *** subscription on ***. However, his account was reactivated through the *** app on *** and the *** book was submitted for printing on ***
I can certainly cancel his account and process a refund for any books he didn't receive or was dissatisfied with, but first I'd like to double-check with him regarding his intentions. It seems as though he may have decided to keep his account given the recent activity. *** *** can communicate with me through this channel, or he can contact me directly at the number below - whichever is more convenient
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for the opportunity to comment on this situation
According to our records, the mug was delivered by FedEx on Saturday, June The original ETA was based on a Monday-Friday delivery schedule, but the method used to ship the order
allowed for Saturday delivery, so thankfully the order still arrived prior to Father's Day(I'm not sure why the ETA provided while the order was in transit said Monday the 22nd.)
I am sorry for any inconvenience or frustration this causedIf Ms*** has any further questions or comments, she can feel free to contact me at the number belowAnd in general, I recommend Ms*** contact us if she has any questions about her ordersI couldn't find any record of contact from Ms*** regarding her order other than the complaint filed with the Revdex.com
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/07) */
Thank you for the opportunity to comment on this situationI'm very sorry Mr*** had a bad experience with his photo book order
From what I can tell, the book would have been delivered as promised whether Mr*** contacted us
or notI'm sorry the first agent he spoke to was not able to recognize that fact and reassure Mr*** of the order status
As for the defects with the book, I am unable to comment on the source of the problemsFor example, it sounds like Mr*** was expecting a layflat book, but the book ordered did not have that option selected
It appears that Mr*** recently spoke to one of our agents, who issued a 50% refund for the order due to the dissatisfactionHe should see a refund of $on his next billing statement
Regarding the original charges disappearing and reappearing, I suspect what happened was that the original authorization disappeared and was replaced by the chargeThe authorization would have been created on 12/when the order was placed, and replaced by the actual charge when the order completed on 12/We don't have the ability to remove or replace the charges for an order, other than issuing refunds, which would appear as a separate transaction
In the end, I don't want Mr*** to be unhappy with the book he receivedIf he would like the opportunity to reorder the book the way he wants it, he can feel free to contact me and I'll be happy to work with him to resolve the various issues
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 photo book order
I checked our records, and it appears that the book was printed as it was ordered. This would explain why the second copy turned out the same as the
first, and also why the agents involved handled the situation as if it were customer error and offered the 50% discount on a reorder. Obviously the book *** *** received did not meet her expectations, and our agents should have investigated further to understand the problem. Assuming it was customer error or that a reprint would fix the problem were both incorrect assumptions to make, and I'm sorry for that
Given the situation, I think it's appropriate that we issue a full refund for both orders as *** *** requested. Unfortunately, the credit card used for the orders expired in ***, ***, and this is preventing me from issuing the refunds. If *** *** could please sign in to her Shutterfly account and update the expiration date for the *** ending in ***, then I will be able to process the refunds for the orders
If *** *** has any interest in getting a corrected book, she can feel free to contact me. I'd like the opportunity to discuss her experience so I can understand what may have happened when she created the book
Once again, I'm sorry for this error and the way it was handled. I will issue the refunds once the billing information is updated.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation. I'm very sorry MrsMouncey has experienced such a frustrating time resolving this issue
Frankly, I'm embarrassed that our customer service agents weren't able to identify and fix this issue more quickly. The fact that Mrs
Mouncey contacted us from the email address associated with the account was ample proof of the error, and we should have taken steps to address it promptly. I appreciate that the agents involved wanted to contact the account holder, but that shouldn't have prevented them from correcting the problem
I have personally updated the email address associated with the account such that the account is on hold pending the account holder contacting us. MrsMouncey should not get any further email correspondence from Shutterfly regarding this account. (We typically warn that it may take a few days for this change to take effect and there may be marketing or related emails in the pipeline that will still be sent, but have no reason to expect that any emails are pending or will be sent. If for some reason there are pending emails, I apologize in advance for the inconvenience and assure MrsMouncey that the situation is temporary.)If MrsMouncey has any further questions or comments, she can feel free to contact me directly.Sincerely,Mark ***Senior Director, Customer ExperienceShutterfly***

Thank you for the opportunity to comment on this situationI'm very sorry *** *** had a bad experience when trying to redeem the CHRISTMAS** promotionWhen investigating *** *** complaint, I realized that one of the places where we advertised the CHRISTMAS** offer was our order
confirmation emailsThis ad did not include the expiration date, so I completely understand *** *** frustrationWe did mention the expiration date in numerous other places, but we should have been more diligent with the placement in the confirmation emailAs a token of our apologies for this error, I have added a $**-off promotion to *** *** accountThe promotion is good through October 31, ***It can be applied to one order with a merchandise total of $** or more placed through www.shutterfly.com after other applicable discounts have appliedI hope she accepts our apologies and takes advantage of this offerIf *** *** has any further questions or comments, she can feel free to contact me directlySincerely, Mike Landreth Director, Customer Experience Shutterfly 650-610-

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for the opportunity to comment on this situationI'm very sorry Mr*** had such a poor experience regarding the delivery of his order and our handling of the delay
According to our records, the order was promised for delivery
on July 28, but wasn't shipped until July At that point, the order should have been delivered by July 30, but the FedEx checkpoints indicate that the delivery was further delayed until August I can't tell whether this last delay was our error or FedEx's, but in any case the delay was unacceptable
We issued a partial refund for the shipping charges on July and another refund for the remainder of the order total on July These refunds should have appeared on Mr***'s statement within a few days
Once again, I am very sorry for this delay, especially given the fact that the apron was a giftThere is no need for Mr*** to return the apronHe is welcome to keep it as a token of our apologies
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 /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their tracking information showed they shipped on 7/I am familiar with online shipping, the shipping label was created that day but they didn't actually ship the item for another week which is why it wasn't delivered until the 7thI am extremely disappointed with the level of service, poor communication, and dishonesty showed by this companyThis is by far the worst experience I have ever had with a businessThat being said, they did eventually refund my money so my complaint can be closedI do wish Revdex.com would change the policy and allow my review to be postedIt seems ridiculous that I have to choose between being able to review a company or have my complaint settledI suppose I should have eaten the cost of this item so others would know to stay away
To shutterfly: For future reference, honesty works betterDon't lie to your customersWhen you screw up, own it and move onThat's what I am most upset about

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Those are my orders and would like a full refund on them Sincerely, *** ***

Complaint: ***I am rejecting this response because: What I was told was most unfortunately, and upsettingly, not honored!! I am soooo upset, and furiousI FEEL LIKE I HAVE JUST BEEN "SCAMMED" BIG TIME! I believed customer service emails that said they replaced the "free codes" for cards and bag - which they did (thank you) BUT I was ALSO TOLD I WOULD RECEIVE FREE SHIPPING IF I SPENT ANOTHER $** OR MORE -- SO I ORDERED MORE ITEMS - I SPENT MANY HOURS CREATING A NICE ALBUM FOR MY SON -- AND CARDS FOR MY DAD (SR CITIZEN IN HIS LATE 80'S!!) AND PRINTS AND FINALLY, I BOUGHT OVER $** - $*** TO BE EXACTI "DESELECTED" A CODE FOR 40% OFF WHICH WOULD HAVE REDUCED MY TOTAL TO BELOW $** AND SELECTED "FREE ECONOMY SHIPPING" (I took a picture of that promo page!!) - and after several tries, finally, F I N A L L Y -- CHECKOUT PAGE TOOK OFF THE SHIPPING AND WAS (SUPPOSEDLY) CHARGING ME A TOTAL OF $*** (maybe plus tax) -- OR SO I THOUGHT! I HAD MY NAME AND ADDRESS TYPED IN AND WAS CAREFULLY WATCHING THE TIME TO ENSURE I WAS ORDERING PRIOR TO CODE EXPIRING (WHICH I INDEED WAS!) AND AS I WAS PUTTING IN MY VISA # - I NOTICED THE CHARGE "MYSTERIOUSLY SWITCHED" TO $*** - SO I HAD NO CHOICE BUT TO GO BACK INTO DISCOUNT CODE PAGE, AND POOF - "FREE SHIPPING CODE" WAS GONE, BUT IT STILL A FEW MINUTES PRIOR TO EXPIRATION - AND THERE WAS NOTHING I COULD DO! IF I HAD NOT NOTICED THE "SWITCH" (some might say, "bait and switch of codes and pricing!!" I would have paid $*** more than anticipated(Not sure how tax factors in so again, maybe it was $*** plus tax.) THIS IS OUTRAGEOUS WHY WOULD YOU SUDDENLY "CHANGE MY PRICE LITERALLY ON THE CHECKOUT PAGE AS I WAS ENTERING MY VISA NUMBERS?" How is that even LEGAL - again, it was before 11:pm pacific std time!
Since this executive says they offer this promotion "frequently" - hopefully he will HONOR what should have been honored without all this grief - and put in a "free shipping code for $**" back into my account so I can FINALLY purchase what I putI may tinker now with final order (like remove or add one small print - but not more than so that I am still within the amount neededPlease FIX THIS I can not put into words how incredibly frustrated I am right now
Sincerely,*** ***

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her recent photo book order
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 apply(In some cases, the application of another discount will bring the order total below the amount eligible for the $-off. Applying the $-off first helps avoid this situation.)
We have revised the language in our terms to avoid giving the impression that all other promotions will be applied firstUnfortunately the promotion *** *** received was created long before this change occurred
Given the situation, I feel it is appropriate to issue the $* refund as requested. *** *** should see this refund on her next billing statement
For future reference, the general order our promotions are applied is free/prepaid product, then $-off, and then %-off. 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, 2016/01/07) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a bad experience with her Christmas card order
It appears that this situation has been resolved, as Ms*** contacted us on 12/and received a
full refund for the orderI'm sorry it took so long to get this situation resolved
As far as the original error was concerned, it appears that an incorrect billing and shipping address was entered, as it differs from the updated address currently listed in the account
We offer address verification/standardization at checkout, but other than that there is nothing in our system that would change an address a customer has enteredThat said, I noticed that there were some errors logged at the time Ms*** placed her order, so if she remembers anything unusual, I would appreciate hearing about it
Once again, I'm sorry for the frustration caused by this situationIf Ms*** has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the responseI did notice that the address was wrong, which I told the customer service reps when speaking with themAs to why it was wrong, I have zero idea, as the street number it was sent to was not even closeI work for a large bank and am in the habit of triple checking everything before I submitSo I'm told it's my fault, user errorOkWhatever the issue was, I'm glad it's resolved so I never have to do business with the company again