Shutterfly, Inc.

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 sincerest apologies for this delay.  This was completely my mistake, and I am very sorry to have caused [redacted] further frustration.
As a small token of my apologies, I have increased the total refund amount to $[redacted].  [redacted] should see this refund reflected on his...

credit card within the next few days.
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 orders.
According to our records, the transactions [redacted] refers to as fraudulent were attempts to order a very large number of prints (>60,000 4x6 prints)...

along with numerous other products.  While we don't have a particular limit for products in our web shopping cart, it's advisable to break orders up into smaller segments to ensure that they are processed quickly and completely.
When researching this issue, I discovered that in several cases [redacted] was attempting to take advantage of our Unlimited Free Prints offer in combination with other offers, including free shipping codes.  The terms and conditions of our Unlimited Free Prints offer state, in part, that the offer cannot be combined with other offers or credits.  It appears that a technical error prevented our system from enforcing this rule.  As a result, I have removed the free prints that were provided by our customer service team after [redacted] complained about this issue.  I'm assuming [redacted] was unaware of this restriction and I apologize for any confusion it caused.If she has any further questions or comments, she can feel free to contact me directly.Sincerely,[redacted]Senior Director, Customer ExperienceShutterfly[redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience when contacting us regarding her recent card order.
I apologize if the agents [redacted] spoke to did not have satisfactory answers to her questions, or if she had to wait to receive an...

answer.  The holidays are our busiest time, and we hire a huge number of temporary employees to meet the increased demand, but obviously we failed to meet [redacted] support needs.
It appears that [redacted] was inquiring about a couple of her direct-mailed card recipients receiving duplicate cards.  Our system is designed to ensure that every card is fulfilled, and although we have safeguards against duplicates, we do accidentally send duplicate cards on occasion.  [redacted] would not have been charged for any duplicates, and I'm sorry if this caused her any embarrassment or frustration.  (By the way I did notice that two of her recipients share the same address, although I'm assuming these weren't the duplicates she was referring to.)
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, 7, 2015/12/23) */
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 will send Ms. [redacted]'s details to them and ask them to investigate why no book was sent, cancel the account, and issue credit for any monthly charges that aren't associated with a book being sent.
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 /* (3000, 9, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's their company, they need to take responsibility for them. There are people who are really upset because they are cheating their customers. I don't want to work with anyone at Groovebook only Shutterfly.
Final Business Response /* (4000, 11, 2016/01/15) */
I wasn't saying that Ms. [redacted] had to work with Groovebook. I was just pointing out that I don't have access to the tools to resolve the issue and I would need to work with them to get it resolved.
At this point, it's probably best if I speak to Ms. [redacted] directly. I just noticed that she had filed a Revdex.com complaint back in May. At that time, we confirmed that her account was closed, but obviously there continue to be problems with this account. Plus, the account in question has a different name and shipping address than the one on this complaint, and I'd like to understand whether that is an error or intentional.
The previous complaint listed a phone number, so I will give Ms. [redacted] a call next week. She can feel free to give me a call as well at the number listed below, although I am in meetings for the rest of the day and then out of the office until Tuesday due to the holiday.
I'm sure we can get this situation resolved, and I'm sorry this has been such a frustrating process for Ms. [redacted].
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (4000, 9, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] had such a frustrating experience with the delivery of her book.
While I'm happy Ms. [redacted] confirmed the book was delivered on December 17, the fact...

remains that it was originally promised for December 14. The book was delayed due to a manufacturing error in our production lab, and Ms. [redacted] should have received an email advising her of the situation. It sounds like she never received any notification from us. I'm very sorry for the delay and the lack of notice, not to mention the difficulty Ms. [redacted] had in resolving the issue.
Given that the order was late, I have requested a refund of $17.86 for the shipping charges she paid ($16.99 plus tax). This refund should appear on Ms. [redacted]'s next billing statement.
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, 11, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will continue to do Business with Shutterfly since they have acknowledged an issue with their communication strategy. An email would have resolved this whole complaint, and I would have been prepared to receive the book on the 17th and not the 14th.
I am happy with this result.

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.
I would like to contact Mr. Landreth and explain what I see if he would provide his email address.  I have updated my credit card information.
Sincerely, [redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent Christmas card order.
According to our records, the order was completed and shipped on [redacted] 8.  However, as [redacted] points out, the order never showed up in the...

[redacted] system.  I can't tell if this was our error or[redacted], but ultimately it doesn't matter - the items [redacted] ordered were never delivered.
As a result of this error, we issued a full refund of $[redacted] on [redacted] 17.  [redacted] should see this refund on her next credit card billing statement.  I hope [redacted] accepts our apologies for this error and any inconvenience it caused.
If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Please excuse the delay in our response.  We recently switched to a new spam blocking system, and some Revdex.com emails were accidentally tagged as spam and not delivered.  This problem has been corrected and should not cause further delays.
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 apologize for the confusion around the status of [redacted] order.  I'm sure it was very frustrating to be promised a reprint and then asked to wait.  The first agent should have recognized that the shipment was still within the originally promised delivery window, and the second agent should have honored what the first agent promised.
I checked our records for the order in question, and it appears that the delayed book was delivered on July 1, instead of by June 30 as originally promised.  Since this book was late, I have added a $** gift certificate to [redacted] account to compensate her for the shipping charges she paid.  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 [redacted] accepts this gift certificate along with our sincere apologies for the poor experience she had.
As for her comments about how the promotions were applied, I can assure [redacted] that there was no deception intended.  Our system is designed to apply the best promotion available to customer orders, but it also takes things like recently entered promotions and promotions that are about to expire into account.  The intent is to make sure customers get the best deal, and to use the promotions they have entered before they expire.  It should always be the case that [redacted] has the opportunity to review the promotions applied and make changes prior to checkout.  The "Details" link in the special offers section will display the promos being applied to the order, and the "See Saved Offers" link will enable the customer to select from the available offers if for some reason the automatically applied promos aren't the desired ones.
By the way, I noticed [redacted] doesn't typically take advantage of our free shipping offers.  We often run promotions that provide free shipping if an order meets a certain threshold.  For example, we're currently offering free Economy shipping for orders with merchandise totals over $** by entering code SHIP** at checkout.  This offer is frequently available on our site, and is advertised in a variety of places, including our Special Offers page (accessible by clicking the link at the top of the My Shutterfly page).
Once again, I am very sorry for any inconvenience we caused. If [redacted] has any further questions or comments, she can feel free to contact me directly at the number listed below.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

I'm sorry to hear that [redacted] rejected my response.  I feel that offering to issue a full refund if the items are returned is fair, especially since we incurred significant expense in fulfilling the order.
As I mentioned, we use a variety of methods to prevent fraud, including, but not always, matching the billing address to the credit card.  While I understand [redacted] concern about this, it seems that he is asking us to pay for something that ultimately is a problem between him and his daughter.
If [redacted] is unable to return the items for a refund, then I will conclude that they were used as the gifts his daughter intended.  My offer to provide him with a discount on the order stands if he would like to pursue that option.
Regards,
[redacted]Director, Customer Experience[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
Thank you for the opportunity to comment on this situation. I'm very sorry Mr. ** had a bad experience with the cropping on his photo book.
I'm a bit confused about how this cropping error occurred, as the book is previewed as it will print...

while it is being created by the customer. I am sorry if there was a problem with the preview from the cart at the time the order was placed, but the photo book path should have been consistent in how it previewed the cover throughout the process. I am escalating this issue to our photo book team to see if they are aware of any issues that would cause a photo to move or be cropped differently than the preview.
According to our records, Mr. ** received credits for the book and was able to update the saved project and reorder the book at no charge on December 16. It was subsequently delivered on December 23.
Once again, I'm sorry for the delay in receiving the intended book and any frustration that was caused. If Mr. ** has any further questions or comments, he can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/28) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a poor experience with her Christmas cards.
As she states, Ms. [redacted]'s order was significantly delayed in production. The agents she spoke with...

were able to get it produced and shipped, but it was still delivered 4 days after it was originally promised to arrive. I have reported this situation to our production team and asked them to investigate why the order was delayed, as the cause is not readily apparent.
According to our records, the order was delivered on December 15, and a refund was issued for the shipping charges (which made up the majority of the order total as the cards were free).
As a token of our apologies for this situation, I have added a $10 gift certificate to Ms. [redacted]'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 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

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her Christmas card order.
According to our records, [redacted] order was completed and mailed to her recipients by [redacted] 19.  We don't have tracking information for the order,...

as the cards were mailed via the [redacted], but they should have had time to be delivered prior to Christmas.
This order was delayed in production and should have mailed sooner than [redacted] 19.  I'm very sorry for this delay and any inconvenience it caused, especially if any of the cards arrived after Christmas.  As stated, [redacted] received a full refund for the order soon after it was completed on [redacted] 19.  She should see both the charge and the refund on her credit card statement.
I hope [redacted] accepts our apologies and is willing to use 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

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] had a bad experience when trying to rectify the problem with her order.
According to our records, we issued refunds for the incorrectly shipped items at the end...

of August, and Ms. [redacted] reordered the items on October 1 (using free rush shipping and a better discount).
I noticed in the notes that Ms. [redacted] inquired about her refund when she called in early October. If she still hasn't seen the refund reflected in her account balance, she should give me a call so we can investigate. It should have showed up soon after the refunds were approved in late August.
Once again, I'm sorry for any inconvenience this caused.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Complaint: [redacted]I am rejecting this response because:the information is incorrect. The cards were not delivered until [redacted] 23 no time to get them in the mail for people before Christmas. Also was promised by a [redacted] rep they would be delivered on dec 19. Also on [redacted] 21 when I called shutterfly was hung up on by a supervisor, Sincerely,[redacted]

Revdex.com:This matter should have been resolved during one of the several calls I made to Shutterfly, especially once I was not satisfied with late delivery after Mother's Day.  I even spoke with a manager to return the photo book, but I was told I must pay return shipping.  If I did anything wrong during the ordering process, it should have been corrected the next day when I offered to cancel my order and order it again with the new expedited shipping offer for that day.    I was not happy with the experience I had with Shutterfly customer service.   My disappointment only turned into frustration and inconvenience.
I have reviewed the response made by the business in reference tocomplaint ID [redacted], and find that this resolution is now satisfactory to me.Sincerely,[redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience as we transitioned her account to our new Shutterfly Photos platform.
I checked with our technical escalation team, and they informed me that an error occurred when [redacted] account was...

originally migrated to Shutterfly Photos.  As [redacted] mentioned, this resulted in her photos not appearing as expected in her account.  I am very sorry for this error and the delay in getting it resolved.  I know how frustrating it can be if the safety and accessibility of your photos is in doubt, and I apologize if we were not able to assure [redacted] that her photos were safe and that the problem affecting them was temporary.
The update I received indicated that [redacted] account had been re-migrated successfully and her previously missing albums should now be visible in her account.  If [redacted] has any ongoing concerns about the safety and accessibility of her photos, she can feel free to contact me directly at the number listed below.  (I'm out of the office at the moment, but will return on 8/15.)
Our new system allows for the direct download of full-resolution images, so [redacted] should have access to all of her images files.  If she is interested in getting a full back-up of the images she has stored on Shutterfly, I encourage her to contact me so we can discuss the options.
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2016/01/20) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience with her order.
Our policy in cases where customers make mistakes or use low resolution pictures is to either split the cost of a...

replacement order or to issue a 50% refund. Normally I feel this would be a fair resolution given the expenses we incurred in fulfilling the order.
That said, we make exceptions in cases where the customer couldn't have reasonably known that their actions would result in an unsatisfactory order. We issued a full refund for the order after Ms. [redacted] contacted us on January 5 (the same day this complaint was filed). She should have seen this refund reflected in her account by now.
It's unfortunate that Ms. [redacted] ordered such a large quantity of products using low resolution pictures. While I know this experience has been a bad experience for her, I hope she is willing to give us another try in the future to see what kind of quality we can produce when high resolution photos are used.
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, 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 Christmas card order.
Ms. [redacted]'s order was significantly delayed in our production system. I am asking our...

production team to review the situation and identify why these delays occurred so we can prevent them in the future.
Subsequent to her contact with us, a full refund was issued for Ms. [redacted]'s order. She should see a charge of $27.09 on her account when the order shipped, and a corresponding refund of $27.09 about a week later.
Once again, I am very sorry about the delay and any inconvenience it caused. 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 a bad experience with her print order.
Our system is designed so that once an item is placed in the cart, it can't be changed unless it is edited from...

the cart. So I'm not sure why the act of changing a photo to black and white would have affected prints that were already in the cart. If Ms. [redacted] is able to replicate this behavior, I'd appreciate if she could describe the steps she takes so we can investigate further.
Unfortunately I can't reorder the black and white prints as color. But I'll be happy to provide credits so Ms. [redacted] can place a new order for the prints she wants at no charge.
I have added credits for an 11x14 and 12x12 print and free economy shipping to Ms. [redacted]'s account. These credits are good through 2/29/16.
Once again, I'm sorry for any inconvenience. 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