Shutterfly, Inc.

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with our products, and for the delay in processing her refund.
I can't explain the delay in getting this refund processed, but I will definitely investigate further.  In any case,...

I will make sure we get a refund check mailed to [redacted] as soon as possible.  I am very sorry this has taken so long to get resolved, and for the frustration and inconvenience we've caused.  I should be able to have the check cut in next week's check run, and mailed before the end of that week.If [redacted] has any further questions or comments, she can feel free to contact me directly.
Note to [redacted]: If you wish, you can refuse to accept my response until we get you your check.  That will keep the Revdex.com complaint active until this is resolved.  That said, I will make sure you get your refund regardless of whether the Revdex.com complaint stays open or not.
Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-**0-5256

Initial Business Response /* (1000, 7, 2015/09/02) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] has experienced difficulties when uploading pictures to her account.
I should start by saying that Shutterfly does offer free, unlimited photo storage, and we...

don't have any restrictions in place regarding the number of pictures that can be uploaded or the number of pictures that can be stored in an album.
That said, there are some practical limits. Depending upon their internet connection, we typically advise customers who are doing extremely large uploads (like multiple thousands of pictures) to break them into smaller batches. This makes the upload easier to manage and simplifies troubleshooting should any problems occur.
We offer the same advice for albums - once they get over a few thousand pictures they become harder to navigate and manage. But there are no limitations in place to enforce these recommendations.
I did some testing to see if I could replicate Ms. [redacted]'s experience, but unfortunately I was unable. I added about 2300 pictures to an album and then tried to add 100 more. The upload completed without incident.
In order to troubleshoot further, I'd like to get some additional information:
-Upload method used (website batch, one-by-one, mobile, etc)
-Computer type and operating system
-Browser type and version
-Internet connection type
If Ms. [redacted] could either reply to this complaint or give me a call at the number below, I'd really appreciate it. In addition to figuring out why she can't upload, I may be able to offer some work-arounds in the meantime.
Once again I'm sorry about the inconvenience. I look forward to hearing from Ms. [redacted] so we can get this resolved.
Regards,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 9, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This issue has resolved itself. I am able to upload pictures once again on Shutterfly.com. I do hope they resolve the issues of their rude customer service reps and supervisor in South Carolina. [redacted] did tell me they no longer have preferred customer lines for "super stars" who were preferred customers. Nor do they have their call center in Redding, CA. This is too bad. I feel the people there were much more helpful & knowledgeable than those in Carolina. That said, this issue is resolved for now.

Initial Business Response /* (1000, 5, 2016/01/11) */
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.
It's obvious that Ms. [redacted] is very upset with us about this situation. Hopefully I can provide...

some details that will help to explain what happened.
Between December 17 and December 18, Ms. [redacted] placed three separate orders for photo books, all shipping to the same address in [redacted]. Two of the orders were placed with Rush shipping, for which she paid $18.99 per order. These orders had ETAs of December 23 and December 24, respectively, and they were delivered on December 21 and December 23.
The third order, placed on the evening of December 17, was placed with Economy shipping, for which she paid $8.99, and had an ETA between December 31 and January 6, since it was placed after our Economy shipping cut-off for delivery prior to Christmas.
On December 22, Ms. [redacted] contacted us to see if the order could be upgraded to arrive before Christmas. It appears that there was some confusion over which order should be upgraded, but ultimately the agent she spoke to coded the appropriate order to ship via a faster method in an attempt to get it delivered prior to Christmas. There was no charge for this attempted shipping upgrade.
I can assure Ms. [redacted] that we made a good faith attempt to ensure that the book was delivered before Christmas. Unfortunately, the agent's attempt to upgrade the shipping was unsuccessful, and for that, I am very sorry. I know how disappointing it is for a gift to arrive late, and I apologize that we were not able to get the book there in time.
The book was shipped on December 23, but it was not sent via a faster method than originally requested. The book was eventually delivered on January 4.
Ms. [redacted] subsequently contacted us on December 29 to express her disappointment that the book didn't arrive as desired. The agent she spoke to issued a 25% refund on the order as an accommodation for the bad experience she had.
I hope Ms. [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,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because I have called the MN Attorney General's Office and they agree that it is attempted fraud on their part. On December 26, I authorized a transaction in the amount of $59.12. On December 27, 2017 Shutterfly attempted to charge me $6735.01 for the same order. I did not authorize the $6735.01 charge. On January 5, 2018 I authorized a charge of $42.41. Shutterfly then attempted to charge me $7,016.87 for the same order. I have been advised by the MN Attorney General's Office to file a fraud complaint with their office and with the Federal Trade Commission. I’d prefer to settle this here with Shutterfly if they are amenable to doing so.
Please see attached for my full response. Thank you.Sincerely,[redacted]

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. 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

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

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

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]

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]

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

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, 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!

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

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 her Mother's Day order.
It appears that we shipped [redacted] book on time (actually earlier than anticipated) but the delivery was delayed for over a week.  It's difficult...

to tell whether this was our fault or [redacted]', but ultimately it doesn't matter.  The only thing that matters was that the book arrived too late for Mother's Day, and for that I am very sorry.
The agents [redacted] spoke to were following our usual policy of providing compensation for late orders based on the situation.  This involves providing a shipping refund and additional compensation.  That said, I'm not sure why [redacted] wasn't given both the shipping refund and the $**, but I will investigate further.
Given the situation, I am requesting an additional refund of $[redacted] be issued, to bring the total refund equal to the order total of $[redacted].  (The shipping refund of $[redacted] was issued on 5/11/**.)  This refund should appear on [redacted] next billing statement.
I hope [redacted] accepts this refund along with our apologies for the delay in her order and is willing to try us again in the future.  If she has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5**6

Complaint: [redacted]I am rejecting this response because:  Rejecting is not really the right word, but basically the guy said he is contacting someone to find out more information. But essentially nothing has been resolved I am still waiting to hear from them. So this needs to be followed up on. Sincerely,[redacted]