Shutterfly, Inc.

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

Thank you for the opportunity to comment on this situation.
I'm very sorry [redacted] had a bad experience with her recent photo book order, and that the agent she spoke to didn't respond with an apology appropriate to the situation.  It appears that the correct actions were taken to replace...

the book and have the incorrect book returned, but this type of error should have been accompanied by a personal apology.
[redacted] request for a refund of shipping charges is reasonable.  The amount requested includes shipping for items that were delivered as expected, but that's fine given the situation.  I have requested a refund of $[redacted] be issued to [redacted] credit card.  (This amount reflects the shipping charges and applicable taxes.)  She should see this refund on her next billing 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

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her order of Shutterfly wedding stationery.
I checked our logs, and it appears that an error occurred when [redacted] attempted to place her order.  I'm not sure if this...

error was noticeable at checkout, but it resulted in two authorization requests being sent to her credit card.  These were temporary authorizations, not charges, but they would have impacted [redacted]s' available credit.  This error is rare, and our system is designed to detect and reverse any extra authorizations that occur.  I'm contacting our technical team to investigate why one of these authorizations wasn't successfully cancelled.
One of the authorizations would have cleared and been replaced with the actual charge when the order completed on [redacted].  The other should have expired, based on the credit card issuer's policy.
I am very sorry for this error and any inconvenience it caused.  If the extra authorization has not yet expired, [redacted] should contact me.  With her assistance, we should be able to contact her bank and cancel the extra authorization.If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Complaint: [redacted]I am rejecting this response because: The billing address was wrong. 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. They have gone above and beyond to accommodate my request. Sincerely, [redacted]

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]

Final Consumer Response /* (2000, 6, 2015/10/15) */
They have refunded my fee and canceled

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 order of Christmas presents.
Given the situation and the inconvenience and frustration Ms. [redacted] has already experienced, I...

will issue a full refund for the missing order. She should see a refund of $85.80 on her next billing statement.
As for the address in her account, I still show the address the order was sent to as her primary shipping address. If Ms. [redacted] has any information or guidance about what is happening when she attempts to update the address it would be very helpful in my troubleshooting.
To avoid problems in the future, I have removed the old address from her account. I recommend she visit the account info page in her account and update her address next time she logs in.
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, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response because it seemed like when I called customer service, I never fully received a resolution. Now that I know something will be done, I feel better about the situation.

Initial Business Response /* (1000, 5, 2015/10/05) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted]'s order was not fulfilled as promised.
I checked the order details and found the following:
-Ms. [redacted]'s birthday cards were eventually shipped,...

although they were very late. She should have ended up with two sets of the birthday cards, both delivered in late September.
-The stationery set was never fulfilled, and likely caused the delay in the card fulfillment. We had an error on our site earlier this year and had to remove the stationery sets Ms. [redacted] ordered. Unfortunately, if someone already had the sets in the cart or were working on ordering them, they could still place their order. Ms. [redacted] should have received an email from us regarding this problem - I apologize if that wasn't the case.
-Unfortunately we won't be able to fulfill the stationery set until the error affecting that product is corrected. Ms. [redacted]'s order for the set has been cancelled.
-The only good news in all of this is that Ms. [redacted] was never charged for any of the items in her order. Neither the cards she received or the stationery set that was cancelled.
I am very sorry for the inconvenience this caused, and also that our agents weren't able to provide these details when Ms. [redacted] contacted us. 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]

Complaint: [redacted]I am rejecting this response because: My complaint has not been resolved. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
Thank you for the opportunity to comment on this situation.
I've checked our records and I am quite confused by Mr. [redacted]'s complaint. I can find no record of any actions on our part to disable his account or block his emails. We don't have...

any mechanisms in place to block emails or other communications, and we don't disable accounts unless the customer has requested it or our terms and conditions have been violated.
Our contact records have numerous examples of recent communications from Mr. [redacted] using a variety of email addresses. From what I can tell, there may be cases where he has replied to some of our outgoing marketing emails (which don't typically support replies and often result in an auto-response directing the customer on alternate methods of communication), or to other invalid addresses.
I checked the account associated with the email address listed in this complaint, and it was accessed as recently as yesterday.
After examining the account and contact history, I am confused and concerned about the activity. A quick search found no fewer than 7 accounts associated with Mr. [redacted] and his wife, both dormant and active, and hundreds of communications detailing problems with orders, promotions, product creation, and a host of other issues. (With all due respect, if I had experienced the number of problems I see in the contact records, I probably would have found another service more suited to my needs.)
We typically discourage customers from having multiple accounts, and the terms of many of our promotions prohibit use in multiple accounts within the same household.
To simplify this situation, I recommend Mr. and Mrs. [redacted] limit their activities to one account, two at most if they prefer to maintain separate accounts.
As for troubleshooting the current issues, if Mr. [redacted] can provide the email address of the account he is unable to access, I can investigate further. And if he can provide the "from" and "to" email addresses he is using when he is unable to contact us, I can troubleshoot that issue as well.
I can see that this has been quite frustrating for Mr. [redacted] and I do apologize for that. I will do my best to help resolve the situation. I look forward to working with Mr. [redacted] to simplify his interactions with us.
Sincerely,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the account is still disabled in that no contact from the email [redacted]@yahoo.com either directly via the contact us link on the shutterfly site nor by emailing to the customer service address are enabled by the company. This is a copy and paste of the email your site sent to me as of Nov 8. Your request for assistance cannot be accepted because this account has been disabled. I have submitted to jlevers a "manager" at the company, and have attempted live chat and was promised someone would contact me using a different address so I could respond effectively. repeatedly to no avail. As for dormant accounts, why mention them if they are not used>? Initially I made share sites in response to advertisements and did not realize I was creating additional accounts. I have asked to have them merged and was told it was not possible so I just leave them alone. How is that relavant? You advertise that you are trustworthy to store all my pictures so why would I change to a different company? How is that relevant or reasonable to state? The fact remains the company is at fault and not helping at all. I have asked for my account to not be blocked in the manner of utilizing your advertised customer service department and that has not been addressed or resolved.
Final Business Response /* (1000, 11, 2015/12/03) */
Despite the lack of information I had requested in my original response, I did a little research and discovered the source of the problem. The email address [redacted]@yahoo.com had been blacklisted by our spam prevention systems, and emails from that address were being blocked.
I worked with our IT department to fix this issue, and emails from [redacted]@yahoo.com should now get through to our customer service department.
Unfortunately, this isn't something our Customer Service agents had visibility into or control over. If this happens again in the future for some reason, Mr. [redacted] can feel free to contact me directly.
I can also provide assistance in consolidating Mr. and Mrs. [redacted]'s accounts so they don't run into problems or run afoul of our terms and conditions.
Sincerely,
[redacted]
Director, Customer Service
Shutterfly
XXX-XXX-XXXX
Final Consumer Response /* (2000, 13, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Actually [redacted] was able to help me, she is a great CSR. I hope the business recognizes her. Please give her my personal expression of gratitude with a positive note in her file. If [redacted]
Director, Customer Service
Shutterfly
XXX-XXX-XXXX has an email I would be happy to work together in the future. If there is any promo or offer that can be extended to me as a discount for all of the hassle I went through to help you identify and correct your IT problem I would certainly appreciate it. Please send me a letter to [redacted]@yahoo.com or to my home address as a copy of the findings of the case. thanks.

Initial Business Response /* (1000, 5, 2015/11/24) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] has such a poor experience with her stationery magnet order. This is especially unfortunate as it was her first order and obviously left a bad...

impression.
I checked our records and confirmed that the replacement order was successfully delivered on November 10, later than the original estimate of November 9, and certainly later than the original order's ETA of October 29.
I can't explain the lack of a tracking number on the original order. All of the other checkpoints look normal, so it appears that the order shipped successfully. The fact that the order never arrived calls our checkpoints into question. I will investigate why there was no tracking on this order.
We issued a refund for the original shipping charges of $25.99 on October 30, as was appropriate given the situation.
Once again, I'm very sorry that we failed to deliver these orders as promised. I hope Ms. [redacted] is happy with the order otherwise, and 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,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX

I completely understand [redacted] rejection, and agree that this complaint should not be closed until [redacted] receives her refund.
I checked with our accounting department, who confirmed that the check request had been received and would be processed and mailed the week of January 9.  I will double-check to ensure this happened.
In the meantime, if [redacted] still hasn't received the refund check, I encourage her to give me a call.  Once again, I'm sorry that this situation has taken so long to resolve.
Regards,
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 order of graduation announcements.
While it's a bit beyond our normal policy, [redacted] request for a full refund seems reasonable due to the problems with her order and our...

inability to rectify the situation in a timely manner.  It took us about a week to supply the missing envelopes, by which time the graduation was the next day.  I agree that this was unacceptable.
I have issued a refund for the remainder of the order (we already refunded the shipping charges for the envelopes).  [redacted] should see this refund on her next billing statement.Once again, I'm sorry for the inconvenience and frustration we caused.  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 orders.
I checked our records, and I can't explain why [redacted] was unable to cancel her orders or use the 10 free cards promo.  I'm not aware of any problems...

with our cancellation system, and any cancellations would have been reflected in [redacted] online order history.  It appears she successfully entered the 10 free card promo, so I'm not sure why it didn't apply.
I'm sorry the agents [redacted] spoke to weren't able to properly handle the situation.  It sounds like she had very inconsistent service, so I will be reaching out to the agents and supervisors involved to understand why they didn't follow our standard procedures.
In any case, I don't want [redacted] to pay for unintended duplicate orders.  In the spirit of compromise, I would like to offer the following resolution: I have issued a full refund for the first order of $[redacted].  [redacted] should see a refund on her next credit card billing statement.  To compensate for the additional order of $[redacted], I have added a $** gift certificate to [redacted] 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 [redacted] accepts the refund and the gift certificate along with my apologies and is willing to use us again in the future.If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Complaint: [redacted]I am rejecting this response because: They should not have gone withe the sale since the billing address is the wrong billing address. Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:The response did not have a clear resolution at this time. 
Sincerely,[redacted]

Thank you for the opportunity to comment on this situation.  I'm very sorry Ms. Aschim had a bad experience with her Christmas card order.
According to our records, replacement envelopes were sent via overnight on [redacted] 15 and delivered on [redacted] 16.  And as [redacted]...

mentioned, we issued a 10% refund for the inconvenience.
Given that the envelope error resulted in [redacted] not being able to send her cards for a week and caused her frustration and inconvenience, I feel that additional compensation is necessary.
As a token of our apologies, I have added a $** gift certificate to [redacted] 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 [redacted] accepts this gift certificate along with our apologies and is willing to use us again in the future.
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, 2015/10/06) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a bad experience with this order.
We try to estimate delivery times accurately, and we certainly failed in this instance. Not only did the order...

take longer to fulfill than expected (shipping a day later than it should), but it was sent via the wrong method, as Ms. [redacted] indicates. It should have shipped via overnight, and it was obviously an error that it was shipped via FedEx Home Delivery.
Given this situation, I agree that it's appropriate to refund the entire order. I have requested an additional refund of $44.50 be issued, which will bring the total refund to the order total of $72.05. This refund should be issued within the next few days.
Once again I'm sorry for any inconvenience we caused. I hope Ms. [redacted] was able to get the prints framed as she desired, and I hope she's willing to use our services again in the future.
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