Shutterfly, Inc.

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

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

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

Thank you for reopening this case so I can reply.  I appreciate [redacted] responding with her account information.
I'm still confused as to whether I have the right account, however.  [redacted] stated that she placed many different orders and "paid more than $** every order."  I found three orders placed through our website totaling $[redacted], and another two orders placed through our mobile app, totaling $[redacted].  A grand total of 5 orders and a grand total amount spent of $[redacted].
I think it would be best if [redacted] contacted me directly so we can get this straightened out.  First, to identify her account and the orders in question, and second, to discuss the problems she's experienced with her order and understand how to correct them.  We process hundreds of thousands of prints every day without blurriness or cropping problems, so there must be a reason why [redacted] prints are unsatisfactory.  I would be happy to help [redacted] get prints she's happy with, or work with her to refund her orders if that's what she prefers.
I should point out that while we have a 100% happiness policy, we do ask customers to accept partial responsibility for orders placed in error (typically sharing the cost of reprints when we have to correct a customer error) or return unacceptable product in some cases.  I'll be happy to evaluate whether any of these conditions apply when [redacted] contacts me.  I am willing to waive these requirements in some cases to ensure that a customer finds the right solution to their complaint.
If [redacted] prefers to continue working through the Revdex.com, I ask that this case remain open and allow for continued comments until we've reached a resolution.  Doing so will be slower than if [redacted] contacts me directly, and it will be very cumbersome if we have to ask for the case to be reopened if it automatically closes after subsequent responses.
I look forward to hearing from [redacted] so we can get this situation resolved.
Sincerely,
Mike LandrethDirector, Customer ExperienceShutterfly6**-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 card order.
First, I'm sorry the order was short the cards in the first place. We have many safeguards in place to...

ensure the appropriate number of envelopes are included, but they obviously failed in this case. Second, I'm sorry the agents involved didn't respond more appropriately from the start. They should have been able to get replacement envelopes sent promptly and with no additional contacts required.
According to our records, I show that additional envelopes were sent on Friday, December 18 and delivered on Monday, December 21, hopefully in time to be of use without causing too much inconvenience.
As a token of our apologies, I have added a $40 gift certificate to Ms. [redacted]'s Shutterfly account. This is in addition to the $10 GC added by one of our agents, for a total of $50. These gift certificates are ready for use, don't expire, and will be automatically applied to any orders placed through www.shutterfly.com until they are used up. (They won't apply to orders placed for in-store pick-up or through our mobile apps.) I hope Ms. [redacted] accepts these gift certificates 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

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. [redacted] contacted me directly and assured me the accounts in question were removed or otherwise don't exist.  Thanks for your help. Sincerely, [redacted] Dagle

I'm sorry to hear [redacted] didn't accept my response.  As I said, I am truly sorry that the order didn't arrive in time for Father's Day.
In her rebuttal, [redacted] claims that we falsely advertised our estimated delivery times on our website.  While I can understand her frustration, I can assure [redacted] that the estimates we provided in our shipping guidelines (available at https://www.shutterfly.com/info/shipping_guidelines/), in our shopping cart prior to checkout, and in our order and shipping confirmation emails exactly matched the actual delivery dates for her order.  She questions why she would pay $** for rush shipping and not get the order in time for Father's Day.  The shipping method she selected is available throughout the year, and doesn't guarantee holiday delivery unless the order is placed within our published guidelines.
I really am sorry about any confusion [redacted] experienced regarding the delivery of her order, but I don't believe it's reasonable for us to issue a refund for an order that was delivered exactly as promised.  If the fact that the order arrived after Father's Day made it unusable, [redacted] can contact me about returning it for a full refund.  (FYI - I will be out of the office through Wednesday, July 12.)
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
Thank you for the opportunity to comment on this situation. I'm very sorry Mr. [redacted]'s book was not delivered as promised and disrupted his anniversary gift plans.
I can't explain why his order didn't ship as expected. Everything in our...

system suggests the order was processed and shipped correctly on December 7, except that no tracking number exists. I will be following up with our systems engineers to understand why this error occurred and take the appropriate corrective action.
According to our records, the replacement order was delivered on Friday, December 18. A refund for the shipping charges of $11.99 was processed and should be appearing on his credit card statement within the next few days (and certainly within the next billing cycle).
Once again, I'm very sorry for the delay and the negative impact it had. If Mr. [redacted] has any further questions or comments, he can feel free to contact me directly.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Complaint: [redacted]I am rejecting this response because the business seems to assume that I am lying to them about the double charges and can't seem to figure out why their system did that to my account. Again, the money was held in my bank account on July 3rd when I placed the order and then after the book shipped there was another hold placed on my account on July 10th. I spoke to my bank that day and they said that it was Shutterfly's system and they could not release the funds and I needed to contact Shutterfly to reverse a charge. I called Shutterfly 3 times! The first two times the representatives told me that the entire billing department was in a meeting and they could reverse the charges once they were out of their meeting. The 3rd time I called I was told they were unavailable and that they couldn't reverse the charges but I could just deal with it. That is completely unacceptable. The charges eventually righted themselves but for a period of time I was out almost $** and I have bills to pay, gas to get, etc. I am still requesting store credit because of the inconvenience this has caused me. 
I do not appreciate it insinuated that I am not being truthful about the issue. I don't make much money and this was supposed to be a treat. In the past, customer service has been wonderful, but this has been a headache and I really don't appreciate being told that you simply don't care that I didn't have access to money you never should've had access to. I had to borrow money so I wouldn't overdraft with other bills clearing. Simply unacceptable. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate Mr. Landreth's time in responding to my complaint. 
Although I am not satisfied with the response there is nothing else that can be done.  I do feel that this small, light weight, and non-breakable product is not worth $8 in shipping.  I also do not agree with Mr. Landreth's comment about my not expressing concerns over the product sooner.  I did provide feedback back then and was sent a note indicating that this would be looked into and someone would get back to me.  That never happened on the part of Shutterfly.  This is the 1st that someone from Shutterfly is responding to my concerns, and only because it was from the help of Revdex.com.  I know that it has been awhile since this purchase took place, but only recently did I come across the mailing label that allowed me to present at a post office and get some clarification on what I thought to be true...that a package like this would cost around $* or $* for shipping. 
Sincerely, [redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry[redacted] had a bad experience with her recent print order.
[redacted] has been a good customer for many years, and I'm sorry the agents she spoke with didn't accommodate her request.  While it is difficult to...

update the shipping address once the order has been processed for shipping, we could have simply reprinted the order and sent it out again, which is exactly what I'm going to do.
If [redacted] is interested, I would like to get some details regarding her order.  I'm not aware of any bugs on our site that would cause the shipping address to change, and I'd like to understand exactly what happened when [redacted] placed her order so I can investigate further.  If she has time, she can feel free to give me a call at the number below.Sincerely,[redacted]Director, Customer ExperienceShutterfly[redacted]

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] has had such a frustrating experience regarding her order.
We certainly do stand behind the quality of our products, and will be happy to replace any defective...

items. If Ms. [redacted] is unhappy with her books and needs to make changes, we can provide product credits so she can reorder at no charge.
We are unable to provide credits with no expiration, and I notice that Ms. [redacted] has contacted us repeatedly to ask for extensions on the promotions in her account. Unfortunately we are unable to continue extending her promotions, and ask that Ms. [redacted] use the promotions within the intended time period.
The order Ms. [redacted] placed was quite large and included multiple quantities and sizes of some products. In order to help resolve this issue, I ask that she provide the following:
-The size and quantity of the books she received that were unsatisfactory. I can provide product credits for these items with a two month expiration to give her time to adjust and reorder her books.
-The details of any other items she would like to have replaced due to shipping or other transitory errors. These items will be reprinted and reshipped.
-The details of any items she wants to adjust and reorder because they were unsatisfactory. I can provide product credits for these items.
-For any items that are no longer wanted, they will need to be returned before a refund can be issued.
Once again, I'm sorry for any inconvenience and look forward to hearing from Ms. [redacted] so we can get this situation resolved.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted]:
Thank you for your response!
Please be advised that because of the photo books being bound, any stickers that I placed in the corners are hard to see and/or have been slightly cut off; however, when I previewed the same prior to placing the order, they are not! Those books are as follows:
[redacted]I understand you want to give me product credits for unsatisfactory items and I can reorder at no charge. Will you also agree to waive the shipping costs on any items reordered?
I wish to be refunded in full back to my [redacted] credit card for the Personalized Desktop Plaques and the 11" x 14" posters due to the defects and/or damage during shipment. Will you agree to give me a full refund for these products? Also, I am requesting to be refunded for the return shipping costs. Will you agree to refund me for the shipping costs to send these items back due to the defects and/or damage during shipment?
Thank you for your help in this matter! I look forward to hearing from you!
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2016/01/25) */
Hi [redacted],
I should be able to accommodate all your requests. Here's the recap:
I have added credits for the 5 books you requested, along with a free standard shipping credit. These credits expire on 3/31/2016. Please use them to reorder your books prior to the expiration date.
Using the books you received as a guide, you should be able to move the stickers away from the gutter area so they don't get cut off due to the binding area. We try to account for the binding in the preview, but as you experienced it's not exact.
We typically require items to returned before refunds are issued, but we can make an exception. It's important for us to get samples of defective items (due to our manufacturing or shipping) so we can improve our processes. I will waive the requirement to return the items if you can provide satisfactory pictures of the damage or defect. Please take the following pictures for each defective item:
-A picture of the entire item
-A closeup of the defect or damage
-A picture of the shipping container (if the problem is shipping damage and the container is still available)
You can either upload these pictures to your Shutterfly account or email them to me at [redacted] Once the defective items are properly documented, I can issue a refund.
Let me know if you have any further questions or concerns.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 11, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish this matter didn't have come to me having to file a complaint with the Revdex.com in order to resolve the same! This process has been very time-consuming; however, I feel the resolution ended up being fair and I appreciate [redacted]'s willingness to work through this with me. Thank you!

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. Sincerely, [redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with his recent print order.
According to our records, the replacement order was delivered on [redacted] 28.  I do apologize for the delay and the resulting inconvenience.
As for...

receiving the packing list for another person's order, I can assure [redacted] that this is a very unusual occurrence.  We have many safeguards in place to prevent this sort of error, and I'm very sorry that they weren't effective in this case.  If [redacted] still has the incorrect packing slip, I would be happy to make arrangements for him to return it to us.I hope [redacted] accepts our apologies and is willing to use our services again in the future.   If he has any further questions or comments, he can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2016/02/03) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had a bad experience with her recent order.
I checked the account in question, and this situation appears to have been resolved. A no charge, rush...

reorder of the missing item was placed the same day that this complaint was filed. It was delivered on January 21.
And based on the tracking information from the original order, it was simply delayed in transit and delivered the next day, which was one day after the original estimated delivery window.
Once again, I'm sorry for the inconvenience but happy to see the items were delivered. 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 Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/12) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with her charm bracelet order. And I'm sorry her son's presents have been so excessively delayed.
I'm at a loss to explain how...

this could happen. The details of the original order indicate that the charm bracelets were shipped, but I can find no other supporting evidence for the shipment.
The fact that the replacement order has never been fulfilled is also unacceptable. I know we were temporarily out of stock on some jewelry items, but that situation should have been resolved long ago.
I will check with our Customer Care team and with the lab fulfilling the order to see what happened. I should be able to get a definitive answer on when the items will be shipped. I will likely also be issuing an additional refund for the items, as it seems appropriate given the situation.
Once again, I'm very sorry for the excessive delay and all the inconvenience and frustration it has caused. I will update this complaint as soon as I have more information.
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, 2015/07/10) */
Thank you for the opportuntity to comment on this situation. I'm sorry Ms. [redacted] had a poor experience with her daughter's graduation photos.
Given the situation, it's appropriate for us to waive the requirement that the prints be returned...

before a refund can be issued. The picture from Grad Images was blurry, so it's not relevant for us to provide site credits or reorder the prints. I'm sorry Ms. [redacted] had to escalate this to the Revdex.com to get resolution, as our agents should have been able to take care of it.
I have requested a full refund of $13.96 go back to Ms. [redacted]'s credit card. It should appear within the next few days or week.
In addition, I will leave the site credits in Ms. [redacted]'s account in case she is interested in giving us another try with different photos. She has 49 free 4x6 prints good through 7/17, 2 free 5x7s and 2 free 8x10s good through 8/22, and a $10 merchandise credit good through 12/31. If she is interested in ordering prints or other products using higher quality pictures, I think she will be quite pleased with the results.
If Ms. [redacted] has any further questions or concerns, she can feel free to contact me. Once again, I'm sorry for the inconvenience.
Regards,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I wanted was my refund and I got it. Thank you!