Shutterfly, Inc.

Initial Business Response /* (1000, 7, 2015/06/23) */
Thank you for the opportunity to comment on this situation
Let me start by saying that I am very sorry Ms*** received someone else's printWhile I am happy she received the prints she ordered, it's unacceptable that an extra print
belonging to someone else was included in her orderWe have numerous safeguards in place to ensure this doesn't happen, but they obviously failed in this case
I checked our records, and we've already issued a gift certificate in the amount of the order and issued a return label so the incorrect print can be returned(Although I must apologize that the gift certificate wasn't issued more promptlyMs*** had to call to inquire about it, which should have been unnecessary.)
In addition, I will make sure this case was forwarded to the quality control team in our print labWe take these situations very seriously, and will look into what happened and adjust our procedures as necessary to prevent future errors like this
As a token of our apologies, I have added a $gift certificate to Ms***'s Shutterfly 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 Ms*** accepts this gift certificate and is willing to use us again in the future
If Ms*** has any further questions or concerns, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 14, 2015/07/27) */
I think they did a good job resolving this issueEverybody makes mistakesI think this is OKYou can remove my complaintThanks

Complaint: ***I am rejecting this response because: I used both the mobile app and website my email is***Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/15) */
Thank you for the opportunity to comment on this situationI'm sorry Mr*** experienced difficulties when trying to order his cards
It sounds like Mr*** and his wife were both trying to use a promotion that was limited to one per
householdUnfortunately I don't know much more than that because I was unable to track down the other account involved
If Mr*** would like to provide more details regarding the situation, or give me a call at his convenience, I will be happy to investigate further and try to find an appropriate resolution
Once again, I'm sorry for any inconvenience or frustration he experienced
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is welcome to call meThe cards were for Christmas cards which we purchased elsewhereAmazed at the attitudes and lack of empathy of supervisors during this nightmarish ordealWe spend a lot of $ and ashamed of this service
Final Business Response /* (4000, 15, 2016/01/04) */
I spoke to Mr*** on January and apologized for the poor service he had receivedHe expressed his dissatisfaction, not only with the amount of time he wasted dealing with the situation, but also for the lack of resolution that was reached with a supervisor who seemed unable to assist
I offered a $gift certificate as a small token of our apologies for the poor experience he had, which he accepted
Should Mr*** experience any further difficulties or have any other questions or comments, he can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Final Consumer Response /* (2000, 17, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because: The company is well aware that no one needs a calendar in When ordering the option to change the start month is NOT clearI recently got an ad from them for a free calendar available to EVERYONE which suggests that the $they are charging is equivalent to purchasing another calendarThis is a scam to trick customers into buying calendarsThey should ship the replacement at NO CHARGE!Sincerely,*** ***

I'm sorry to hear *** *** did not accept my apology and explanation. My reply was focused on his questions rather than his interaction with the customer service agent based on the following statement in his complaint: "Primarily I would like answer to the questions I was asking Customer services that *** *refused to answer." His rejection of my response states "I am rejecting this response because: it does not address the primary concern I submitted which was the horrible customer service I was given."
Since his primary concern is now the interaction with the agent, I will address it more directly here. And I will assume that my response satisfied his previous primary concern about shipping charges
I reviewed the transcript of the chat between *** *** and *** *that occurred on *** *** While I recognize that the interaction was not satisfying for *** ***, I did not find *** to be rude or unhelpful. It's sometimes hard to understand how tone is conveyed via text, but in my view *** responses to *** ***'s questions were polite and informative. She apologized several times for *** ***'s concerns, and provided details on our shipping policies. When he asked to be escalated, she explained that she was the senior level of chat agent available, but offered to have someone call *** *** back. When *** *** asked her to hold on for a second, she explained that she would need to respond every two minutes in order to keep the chat session active (this is a system limitation). It was only after *** *** didn't respond after two attempts that the session ended. I can assure *** *** that *** did not intend to hang up on him, but was unable to continue the chat if he was unresponsive
I do apologize that we weren't able to assist *** *** in the manner he expected. In my opinion, the main source of *** ***'s frustration was that he was not getting the answer he wanted to hear, rather than the agent not being polite and informative
I have attached a copy of the chat transcript for reference. If Mrhas any further questions or comments, he can feel free to contact me directly
Sincerely,
*** ***Director, Customer ExperienceShutterfly***

Initial Business Response /* (1000, 5, 2015/11/25) */
Thank you for the opportunity to comment on this situationI'm sorry Ms*** had a bad experience regarding the way we apply promotions
While I understand Ms***'s complaint, I don't believe there is any indication on our website
regarding the order in which our promotions are applied
In many cases, the order in which our promotions are applied benefits our customers, such as when the application of a %-off promotion would disqualify a customer for a $-off
As for the terms of the $20-off offer, the reference to "after other discounts" is not meant to imply that the $-off will be applied lastIt is meant to clarify that the amount spent needs to be above the threshold (in this case $20) in order for the $-off to applyIn other words, if any other promotion reduces the order total below $20, then the $-off won't applyWe use similar language on all threshold-based sales, regardless of the order in which they are applied in the cart
I can see how this would imply that the $-off will be applied first, so I will talk to our promotion team about clarifying this language
As a thank-you for bringing this to our attention, I will be happy to add a $Shutterfly gift certificate to Ms***'s accountThis gift certificate is ready for use, doesn't expire, and will be automatically applied to any orders placed through www.shutterfly.com until it is used up(It won't apply to orders placed for in-store pior through our mobile apps.)
If 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, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, but do urge the marketing or promotions team to re-word the offer details to stress nothing about order of discount application and only that the final minimum subtotal (ex taxes and shipping) after other applied discounts must still be over $to qualifyI just went back again still was confused by the dealI do appreciate the prompt responseHappy Holidays!

Thank you for the opportunity to comment on this situation. I'm very sorry *** *** had a bad experience with her print orders
Unfortunately I couldn't find any record of an account under the email address ***. If *** *** can provide an order number or the
email address used for her account, I should be able to investigate and propose a solution. It would be helpful if she can let me know if her orders were placed through our mobile app, as we have a separate order system for mobile app orders
I look forward to hearing from *** *** so we can resolve this situation
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly6**-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, 2015/12/30) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had a bad experience with her print order
Depending upon the ordering path she went through, Ms*** should have either seen a preview of the 8x10s or a
warning that print sizes 8xand above should be previewed prior to checkoutI'm sorry if this wasn't apparent to her
I have issued a refund for the shipping charges on the reorderA refund of $should appear on Ms***'s next billing statementI was unable to issue any credits for shipping charges on the original order, as the shipping was already free
If she has any further questions or comments, she can feel free to contact me directly
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 meThat said, while Shutterfly asserts its records show my cards shipped on ***, I have no evidence of that since they did not arrive until well after Christmas - which doesn't really make any sense given that recorded ship date.Sincerely, *** ***

*** *** states that she has yet to receive any evidence that we have filed a claim with ***. As I mentioned in my initial response, there is no option to file a claim or further trace this shipment through ***It's definitely not the case that we are unwilling to help - it's simply the case that the options for further investigation are limited
I spoke to a *** agent at length about this shipment. The only information they were able to provide was the information listed on their website: that the envelope was transferred to the *** on *** in ***, ** with the following package ID numbers:
*** tracking (sequence) number: ***Package ID: ***Package ID code: ***
*** *** states that the package should have been assigned an updated postal service tracking number at the time of the transfer, and that the *** investigation would look into this. It seems that the representatives *** *** is speaking to may not understand the details of this shipment, as it was sent without door-to-door tracking. The envelope was tendered to the *** as first class mail, and no further tracking information was assigned
The options available through the *** are also limited. There is no tracking option because a *** tracking number was not assigned. I have filed a missing mail claim on the ***.gov website, providing the details on the origin and destination addresses and the various package ID numbers. I asked the *** to contact me with any information they can provide about the missing envelope. I will send any information they provide to *** ***
By the way, the only reason I mentioned the replacement shipment was because it was sent to a different address. I asked if the original shipment was deliverable as addressed, but *** *** chose not to answer that question
Once again, I understand *** ***'s frustration and I'm sorry that the original shipment has not been delivered or located. If *** *** has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2015/12/23) */
Thank you for the opportunity to comment on this situationI'm sorry Ms*** has had such a frustrating experience regarding her calendar order
I checked our records and see that we definitely have an error in our systemI'm sorry the
agents Ms*** interacted with didn't recognize this error
The order history visible to Ms*** shows calendars at $24.99, but the entry is listed twice, suggesting calendars were orderedOur back-end system shows calendars at $and free calendar, for a total of The total price paid was consistent with paying for calendars and getting calendar free, but this certainly isn't obvious
I can't explain why the online system isn't showing the order correctly, but I will escalate this to our engineering team for investigation
In light of the error, I will have another calendar sent to Ms*** at no chargeI'm very sorry for this error and the confusion it caused, and hope Ms*** will accept our apologies
If Ms*** has any further questions or comments, she can feel free to contact me directly
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 meI would like to continue with refunding the orderPlease let me know what my next steps should be. Sincerely, *** ***

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 photo book
According to our records, the situation was resolved on 12/18, and Ms*** was provided with a free base
photo book and overnight shipping so she could receive her order quicklyShe successfully ordered her book on 12/
Once again, I am very sorry for the inconvenience and the delay in ordering her bookIf she has any further questions or comments, she can feel free to contact me directly
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had such a bad experience with her card order
Based on our records, Ms***' order was processed and shipped ahead of schedule and should have
arrived sooner than originally promisedAs she noted, a tracking number was issued but is not indicating any progress for the packageUnfortunately this typically means either we didn't give the package to the shipping carrier, or the shipping carrier lost itIn either case, the impact of Ms*** not receiving her cards is the same, and for that I am very sorry
I have issued a full refund of US$This refund should appear on Ms***' account before her next billing statement
I will assume that it is too late to reprint and reship the orderIf Ms*** would still like the cards, or if she would like to order an alternate card at no charge (a New Years card, for example) I would be happy to accommodate
Once again, I'm sorry for the delay and any inconvenience it causedIf Ms*** has any further questions or comments, she can feel free to contact me directly
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 me
I will expecting full refund from Shutterfly.Sincerely, *** ***

Complaint: ***I am rejecting this response because: I have a very active account with GroovebookYour research was not complete since my ***,** address is on my account and my email address of *** is also on my accountI'll even provide a Question reference number that was issued by your Groovebook customer serviceThat number is
161113-009098,*** ***

Complaint: ***I am rejecting this response because: Pending refund check. Sincerely,*** ***

Thank you for the opportunity to comment on this situation. I'm very sorry Mr. *** had a bad experience when trying to redeem his notepad offer
Our shipping fees are based on a variety of factors, including the nature of the product and the costs involved with handling,
packaging, and shipping it. While it's tempting to think that we could simply put the product in an envelope and affix a stamp or two, our shipping practices are designed to be scalable and ensure that our shipments are reliable and traceable. Not to mention the fact that our notepads consist of sheets of 80lb cardstock, which is heavier than a postage stamp or two would cover
I'm sorry *** *** had a frustrating exchange with the agent he chatted with. To be fair, the agent only disconnected the chat after not hearing from *** ***. I'm sure the agent had no intention of hanging up on *** ***
Given that *** *** traded in *** *** points for the notepad offer, I would like to make sure he gets some value for it. If he doesn't find value in the notepad given the shipping cost, perhaps there is another product he would be interested in. I would be happy to help him find a product that works for him and provides some value for the points he redeemed. He can feel free to contact me directly to explore the options, or if he has any further questions or comments
Sincerely,*** ***Director, Customer ExperienceShutterfly***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to meI appreciate your help in resolving this personal issue with Shutterfly I also appreciate the steps that Shutterfly took to resolve my conflict They went above and beyond to put their wrongs right.Sincerely, *** ***