Shutterfly, Inc.

Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for the opportunity to comment on this situationI'm very sorry Ms*** had such a bad experience with her Christmas card order
This situation was handled poorly from start to finishDelayed items on a rush order, getting
someone else's cards, and us not fixing the issues promptly are all inexcusable by themselves, let alone in combinationI am very sorry that we handled Ms***'s order and inquiries so poorly
Ms*** was never actually charged for the orderThe order never fully completed in our system (likely due to the issues involved), so her credit card was never charged, and any authorization placed on her funds should have expired in December
I am closing the order so it will never be charged (which will also deactivate the gift certificate that was added to compensate for the order total)
I hope Ms*** accepts my sincere apologies for the multiple issues with her orderIf she has any further questions or comments, she 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 his Christmas card order
According to our records, the refund of $*** was requested on *** and approved on *** 21. This refund should appear on *** ***
next credit card statement
Once again, I'm sorry that we incorrectly filled*** *** order and weren't able to send his replacement envelopes promptly. If he has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for the opportunity to comment on this situationI am very sorry Ms*** had such a frustrating experience with her photo book order
According to our records, a replacement book was reordered on September and delivered on
September In addition, a 10% refund ($32.26) was requested on September and issued on September
If Ms*** has any further questions or comments, she can feel free to contact me directlyOnce again, I'm very sorry for the inconvenience and frustration caused by our error
Sincerely,
*** ***
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the apology and the refund thank you

Initial Business Response /* (4000, 8, 2015/10/23) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] has had a frustrating experience regarding her order and refund request.
I understand Ms. [redacted]' frustration, but I should point out that our system is...

designed to produce customer orders as quickly as possible. We offer a cancellation period during which customers can easily cancel an order for any reason, but after that we quickly get to work on custom printing the products and they become very difficult to cancel.
I'm sorry if there was a misunderstanding between Ms. [redacted] and our agents regarding the process. They should have explained (and in the contacts I reviewed they did explain) that we were attempting to cancel the order but that it might be too late to cancel everything. Ms. [redacted] was advised to refuse the items we couldn't cancel and that a refund would be processed when the items were received back.
According to the delivery records, most of the items were delivered between 10/8 and 10/13. It doesn't appear that we've received any of the items back yet.
Given the situation, I will waive the requirement that the returned items be received before the refund is processed. I have requested a refund of $259.12 be applied to Ms. [redacted]' credit card. This credit will be processed within the next day or two and should appear in Ms. [redacted]' account shortly after.
For future reference, we recently instituted a 50% fee on refund requests when orders are placed in error to help recover the cost of producing and shipping incorrectly ordered items.
If Ms. [redacted] has any further comments or questions, she can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They honored the refund. It took way to long but I did receive it.

Complaint: [redacted]I am rejecting this response because:I have yet to receive one piece of actual evidence--either prior to, or with this response--that Shutterfly filed the claim for [redacted] to complete the actual search to attempt to locate the missing package. Again, I don't know why the respondent from Shutterfly keeps mentioning the fact that they sent out a duplicate shipment that did arrive. This is not a matter of them sending me a replacement pair if shoes or item of clothing that didn't arrive! Simply stating that he will "double check" to see if what he had stated in his response is unacceptable! The double checking should have already occurred weeks ago before I even got to the point if frustration to have to file this complaint. That is what the [redacted] claim process is all about and why I keep reiterating, as I have been told by [redacted] and [redacted] that the sender (Shutterfly) should have submitted the claim WEEKS ago as soon as possible so that they could formally start the tracing process.  I am even still getting updates from [redacted] indicating that they are attempting to locate the package but that is only based on my personal effort, not on any apparent effort from Shutterfly to follow through and submit the claim request with the original carrier, [redacted].  In addition this is the first time that I am hearing any info about the fact that only their "expedited" shipping option would guarantee door to door delivery, or that other shipping options are transferred to the local postal service without additional tracking. This is inconsistent with what I have been told by the actual postal service. What they ave indicated is that once the package was transferred to [redacted] it SHOULD have also received an updated tracking number as it was scanned. Why this was not done is what the [redacted] claim process is supposed to investigate. It could be something as simple as the driver checking off that he/she had transferred the package electronically to meet expectations, without actually doing so and scanning the package, but unless the process claim is initiated by the actual sender [redacted] has no reason to investigate the issue.
 
Sincerely,[redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her 4x6 print order through our mobile app.
It shouldn't be the case that any promo code is required to take advantage of our free print offer.  I'm sorry this offer didn't...

work as [redacted] expected.  She should have received the 4x6 prints at no charge, rather than having the 50% off promotion apply.
Her request for a refund is reasonable, and I have processed a refund for the amount she paid for the 4x6s.  [redacted] should see a refund of $[redacted] ($[redacted] plus tax) on her next credit card statement.If [redacted] has any further questions or comments, she can feel free to 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 her Father's Day order.
While it is very unfortunate that the items arrived after Father's Day, the order was placed after our Father's Day shipping cut off and was not promised...

for Father's Day delivery.  Our Father's Day shipping guidelines (which are still available at https://www.shutterfly.com/info/shipping_guidelines/) state that the Rush shipping cut-off was 4pm Pacific on Tuesday, June 13.  The order in question was placed on Wednesday, June 14.  At that time, only the Super Rush shipping option would have allowed the items to be delivered prior to Father's Day.
Our records indicate that when placing the order, and then again in the order confirmation email, [redacted] would have seen delivery estimates of Monday, June 19 for the calendar and Tuesday, June 20 for the photo book.  According to the tracking information, the items were delivered as promised on these dates.
Given that the items were delivered as promised, a refund of the shipping fees is not appropriate.  If [redacted] has any further questions or comments, she can feel free to 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 her recent order.
It's difficult to tell from the complaint if the problems affected both the photo book and the prints.  In either case, the items should have previewed as...

they printed.  I'm assuming the main problem was with the prints, as [redacted] used a square image for her 4x6 prints.  In this situation, our system will automatically crop the image to fit, and it sounds like that was the main source of frustration.  This cropping should have been apparent when [redacted] previewed her order.  We have cropping tools online that [redacted] could have used, but when printing a square image on a 4x6 the only real option is to print the image with large borders.
In any case, I don't want [redacted] to pay for an order she's not happy with.  I have requested a refund of the full order amount of $[redacted] be issued to her credit card.  This refund should appear on her next billing statement.
If [redacted] has any further questions or comments, or if she would like to discuss how to use our site to avoid such problems in the future, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 7, 2015/06/19) */
Thank you for the opportuntiy to comment on this situation. I'm very sorry Ms. [redacted] had such a frustrating experience with her photo book order.
(I'm also sorry my response was delayed. I was unable to post this reply earlier because...

the Revdex.com website was experiencing problems.)
According to our records, the original book was finally delivered on June 9, and a replacement book had been delivered slightly earlier (on June 5). I agree that it's unacceptable that we were unable to meet our originally promised date. The order was affected by a production delay, but that doesn't excuse the fact that we didn't proactively communicate this to Ms. [redacted] and work to get the situation resolved more quickly.
I also see that we issued a refund for the rush shipping charges along with an addtional refund of 25%.
I hope Ms. [redacted] accepts our apologies and considers using us again in the future. If she has any other questions or comments, 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 calendar order.
According to the tracking information, [redacted] order was delivered on [redacted] 23.  While this is within our original delivery estimate, I'm sorry our...

agents weren't able to assure [redacted] that this would happen when she contacted us.  I realize this caused unnecessary concern and frustration, and I hope [redacted] accepts our apologies for this.If [redacted] 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, 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 holiday cards.
According to our records, Ms. [redacted]'s order was excessively delayed in our system. It was delivered on...

12/22, but that was days after our originally promised date of 12/18.
I'm very sorry for this delay and the frustration it caused. I've asked our production department to investigate why this delay occurred and take steps to ensure it doesn't cause delays in the future.
We issued a refund for the shipping charges of $19.99 on 12/19, but given the situation I am requesting that the balance of the order total be refunded as well. Ms. [redacted] should see an additional refund of $74.37 on her next billing statement.
Once again, I'm sorry for this situation and how it was handled. I hope Ms. [redacted] accepts our apologies and is willing to give us another chance 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

Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm sorry to hear Ms. [redacted] had a frustrating experience with the Groovebook service.
Unfortunately I don't have access to the tools necessary to handle Groovebook complaints, but...

I can help coordinate this situation with the Groovebook support team.
I have sent Ms. [redacted]'s details to them and asked them to investigate this situation. My assumption is that the agents have been getting mixed up due to the fact that there are multiple accounts involved. I'm sure we'll be able to sort through the confusion and get it resolved.
I will post an update to this complaint once a resolution has been reached. In the meantime, if Ms. [redacted] has any 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, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was reimbursed finally. I don't know if it was because of filing this, talking with my credit card, or the multiple emails back and forth. I know I'm not the only customer being charged for closed accounts as well. The "groovebook support team" seems incompetent. That is why I filed a formal complaint. I have never done this before and hope to never have to do it again. Thank you for your time and support.

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her photo book order.
I checked our records and previewed some of the photos in the book.  While the photos are generally high resolution, the photos I previewed were not...

sharp.  It appears that many were taken with soft focus and some appear quite grainy.  As such, this wasn't a printing issue and a reprint won't fix the problem.
Typically I would offer [redacted] a free replacement book, but given the timing I feel a refund is appropriate.  [redacted] does not need to return the book.  She should see a refund of $[redacted] on her next credit card statement.
If [redacted] would like to discuss the photo quality, getting a replacement book, or any other questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Thank you for the opportunity to comment on this situation.  I'm very sorry Ms. Trignano had a bad experience with the billing on her address label order.
Our billing system is designed so that only one payment can be processed per order.  According to our records, [redacted] was...

only charged once.  The charge of $[redacted] was authorized on [redacted] 6, soon after the order was placed.  The order completed on [redacted] 7, and the funds were captured at that time.  [redacted] bank would typically place a hold on the funds at the time of the authorization, and deduct the funds at the time of capture.  This can temporarily appear as two transactions, but only one charge would have been processed.  If for some reason the bank didn't clear the authorization at the time of capture, the authorization should have expired based on the bank's authorization expiration policy.
There is another possibility that could have complicated this situation, but it still wouldn't have resulted in a duplicate charge.  If an error occurs at the time an order is placed, there's a possibility that a duplicate authorization can be created.  Usually an order error would result in the authorization being cancelled, but this process can fail at times, and some banks aren't able to cancel authorizations once created.  If a duplicate authorization is created, it can result in extra funds being temporarily held, but these funds would be released when the authorization expires.
I'm confident that we didn't charge [redacted] more than once for her order, and that any extra authorizations would have expired according to her bank's policy.  I am sorry for any inconvenience or confusion that was caused, especially if there was a duplicate authorization and it resulted in excess funds being held.  If [redacted] has any further questions or comments, she can feel free to 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 her Pro Gallery membership and has experienced repeated delays in receiving the refund of her membership fees.
Unfortunately we were unable to issue a refund to [redacted]...

credit card due to the age of the order.  As a result, we've requested a check be issued through our Accounting department and I'm embarrassed to say the process has been slow.  Notes in [redacted] account indicate that the check request was processed on [redacted] 31.  I'm out of the office at the moment but will check with our Accounting department to make sure this check gets mailed out promptly.
Once again, I'm very sorry for this delay.  If [redacted] 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, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with her order of framed art prints.
After looking at the details of this order, I must say we failed at getting the order shipped...

as originally promised, keeping Ms. [redacted] informed of the delay, and handling Ms. [redacted]'s attempts to get information and resolve the situation. I am very sorry for these errors and the frustration they caused.
I have issued a refund of $71.96 to cover the cost of the delayed items. This refund should appear on Ms. [redacted]'s next billing statement.
In addition, I have added a $25 Shutterfly gift certificate to Ms. [redacted]'s account as a token of our apologies for this situation. 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 Ms. [redacted] accepts this gift certificate and is willing to use 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

Complaint: [redacted]I am rejecting this response because:
 
I have waited so long long for a refund, I'd like to wait until I receive my check please. Thank you in advance.
Sincerely,[redacted]

Please accept my apologies for the delay in our response.  I appreciate you allowing me to respond.  We recently implemented a new spam-blocking system, and some of the Revdex.com alerts were incorrectly marked as spam and not delivered in a timely manner.  We have corrected this error and...

it should not cause further delays.
I'm very sorry [redacted] had a bad experience with our [redacted] service.  I wrote to [redacted] directly earlier this week, but have not received a reply.  It does appear that we issued a refund on June 26 to address the charges in question.  That said, I would like to talk with [redacted] about her experience and make sure it's not going to happen again.  We've had cases where customers didn't realize they had multiple [redacted] accounts using different credentials and continued to be charged more than they expected.  I'd like to ensure that's not the case here.
I've included a copy of my email to [redacted] below.  Thanks again for your assistance.
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256
 
Email to [redacted] on 7/26/**:
Dear [redacted],
Please excuse our recent delay in responding to your Revdex.com complaint about your [redacted] account.  We recently installed a new spam blocking system, and unfortunately some of the Revdex.com alerts we receive got marked as spam.  The alert about your complaint was one of them, and I only noticed the problem after the complaint had been closed by the Revdex.com.  Since I can’t reply through the Revdex.com, I am contacting you directly.
I’m very sorry to hear about the problems you’ve been experiencing with [redacted].  I’m sure we’ll be able to figure out what is happening and get it resolved.  Based on the email correspondence, it sounds like we processed a refund on June 26.  While this seems appropriate given your complaint, I want to better understand why this problem keeps happening to you.  Unfortunately I don’t have direct access to [redacted] account records, but I’m working with the [redacted] support team to investigate further.
To aid the investigation, can you provide me with the last 4 digits and expiration date of the credit card being charged?  This information will help me track down all the [redacted] charges on your account.  Please reply to this email at your convenience or give me a call at the number below so we can get this resolved appropriately.
I look forward to your reply, and once again I’m sorry for the inconvenience.
Sincerely,
Mike Landreth

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 with her holiday cards.
According to the tracking information, the USPS attempted to deliver the items on 12/23 and they were refused....

As such, I have requested a full refund be issued to Ms. [redacted]. She should see a refund of $189.41 on her next billing statement.
I am very sorry for this mix-up, and the fact that we were unable to get the order re-routed in a timely manner.
Hopefully Ms. [redacted] will consider using our services again in the future. I'm not sure why her attempts to update the delivery address failed. As a precaution, I have deleted her delivery address, so the correct address can be entered on any future orders. (It appears that the billing address was updated, but the delivery address was the same as the one used on her first order a couple years ago.)
Once again, I'm sorry for the inconvenience and frustration. 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 Business Response /* (1000, 5, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with her photo book order.
Normally I would explain how the website works and how the layflat option could have been removed, but...

given the situation and the frustration that Ms. [redacted] experienced, I think the refund she requested is appropriate.
I have requested a refund of $126.72 (including tax). This refund should appear on Ms. [redacted]'s next billing statement. I hope she accepts this refund along with our apologies and considers using our site 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)