Shutterfly

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience trying to use her photo book promotion I was a bit confused about [redacted] statement regarding requiring an approval before a photo book order would be processed We don't require any approvals other than a credit card authorization when an order is placed That said, it appears [redacted] was referring to our Make My Book service, in which customers submit pictures and we build their photo book for them This process does take days to complete, at which time the book is presented to the customer so they can do any further customizations and place their order I'm sorry that the timing of the Make My Book service conflicted with the expiration of the promo According to our records, we accommodated [redacted] request for a promo extension on July Her free book promo now has an expiration of August 6, *** Based on the notes, it appears that our initial refusal to extend was based on a different promotion that couldn't be extended I'm sorry if this was a misunderstanding And I do apologize if our email response was delayed - our response time is typically well under hours The notes mentioned that [redacted] had inquired about the extra pages and we recommended she use a promotion that was running through July Since this promo has also expired, I extended it through August to match the [redacted] promo This promotion was for up to extra photo book pages at no charge By the way, the promotions issued by [redacted] typically have longer expiration dates The promotion code series that [redacted] received was reaching it's end I appreciate [redacted] bringing this to my attention I'll reach out to our promotion department to ensure that [redacted] is issuing promotion codes with the full expiration period.If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-6**-

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] However, as [redacted] points out, the order never showed up in the [redacted] system I can't tell if this was our error or***, 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] [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-

Complaint: [redacted] I am rejecting this response because: The company accepted an undeliverable method THREE timesThree times proves the company is playing on the edge of fraudulent businessI am still waiting for the pillow, delivered to my address Sincerely, [redacted]

I'm sorry for the delay in our response Our mobile orders are handled by a different team, and I'm checking with them regarding this situation I'm very sorry MsEarich had such a frustrating experience, and I'm sure we will be able to reach an acceptable resolution I will reply with full details within the next day or two Regards, Mike Landreth, Director, Customer Experience

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] is having trouble downloading his videos As our responses have indicated, we have been making substantial changes to our video plans, and apologize that these changes have negatively impacted [redacted] ability to download the videos he previously uploaded, and that we haven't been able to provide a better solution in a timely manner I believe there is a workaround that will allow [redacted] to download his videos successfully He mentioned that he loaded the videos to a share site If he goes to the share site and clicks on a video (or goes to the Pictures and Videos page in the share site and clicks on the video filename) he should be taken to a page that allows the video to be played This page includes a "Download this video" link (just to the right of the video playback area) Clicking this link will download the video to [redacted] computer If [redacted] has any problems with this procedure or has any other questions or comments, he can feel free to contact me directly Once again, I'm sorry for the inconvenience and delay in getting this resolved.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response / [redacted] (4000, 7, 2015/12/03) */ Thank you for the updateI'm pleased to see the situation was resolved without further intervention According to our records, both orders were refunded on December I'm sorry this situation was so frustrating for Ms [redacted] and I hope she is satisfied with the resolution 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 / [redacted] (2000, 9, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to comment on this situation I'm very sorry MrsWaggaman had a bad experience with her calendar order It was unfortunate that the original order was lost in transit, and I can understand how upsetting it was for the replacement order to be incorrect, especially since we weren't able to correct the error and replace the incorrect calendar before Christmas And I apologize if our agents didn't handle the situation appropriately and gave the impression that we were unwilling to help According to our records, we issued a full refund of [redacted] order on [redacted] In addition, we added credits to [redacted] account for three 8xwall calendars so [redacted] could reorder the calendars she needed To make sure these credits are useful, I have extended the expiration date to [redacted] and added a free rush shipping credit, also good through [redacted] I hope [redacted] accepts these credits along with our apologies for the poor experience she had and is willing to use our services 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-

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] has had such a difficult time cancelling her Groovebook account Unfortunately I don't have direct access to Groovebook accounts, but I have forwarded Ms ***'s request to the appropriate people and asked them to do the following: -Confirm that the account has been cancelled and any recurring charges have been stopped -Issue refunds as appropriate for the charges incurred after the cancellation request was received back in May If there are any extenuating circumstances that prevent these actions from being taken, I will reply to this complaintOtherwise, I will make sure these actions are completed in a timely manner Once again, I'm sorry for the inconvenience this has caused for Ms [redacted] and her husband 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 / [redacted] (2000, 8, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has canceled the account and refunded the money as requested.Thank you

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with her photo book order Normally I would explain how the website works and how the layflat option could have been removed, but given the situation and the frustration that Ms [redacted] experienced, I think the refund she requested is appropriate I have requested a refund of $(including tax)This refund should appear on Ms [redacted] 's next billing statementI hope she accepts this refund along with our apologies and considers using our site again in the future If she has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 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 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] should see a refund on her next credit card billing statement To compensate for the additional order of $***, I have added a $ [redacted] 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 pior 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-

I am happy to report that the refund check for $ [redacted] was mailed on [redacted] and cleared the bank (deposited) on [redacted] ** Once again, I'm very sorry for the delay in getting this issue resolved If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-**0-

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 add that a post placed on [redacted] (before I contacted the Revdex.com) complaining about this, generated several similar complaints from other long-time users of ShutterflyI do appreciate the credit, but feel that Shutterfly would do well to survey and contact their other customers and see whether or not I am a "one-off" in my feelings, or if there is general dissatisfaction and a willingness to move elsewhere for the services Shutterfly provides Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her holiday cards According to the tracking information, the USPS attempted to deliver the items on 12/and they were refused As such, I have requested a full refund be issued to Ms [redacted] She should see a refund of $on her next billing statement I am very sorry for this mix-up, and the fact that we were unable to get the order re-routed in a timely manner Hopefully Ms [redacted] will consider using our services again in the futureI'm not sure why her attempts to update the delivery address failedAs a precaution, I have deleted her delivery address, so the correct address can be entered on any future orders(It appears that the billing address was updated, but the delivery address was the same as the one used on her first order a couple years ago.) Once again, I'm sorry for the inconvenience and frustrationIf 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 / [redacted] (1000, 5, 2015/12/30) */ Thank you for the opportunity to comment on this situationI'm sorry to hear Ms [redacted] had a frustrating experience with the Groovebook service Unfortunately I don't have access to the tools necessary to handle Groovebook complaints, but I can help coordinate this situation with the Groovebook support team I have sent Ms [redacted] 's details to them and asked them to investigate this situationMy assumption is that the agents have been getting mixed up due to the fact that there are multiple accounts involvedI'm sure we'll be able to sort through the confusion and get it resolved I will post an update to this complaint once a resolution has been reachedIn 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 / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was reimbursed finallyI don't know if it was because of filing this, talking with my credit card, or the multiple emails back and forthI know I'm not the only customer being charged for closed accounts as wellThe "groovebook support team" seems incompetentThat is why I filed a formal complaintI have never done this before and hope to never have to do it againThank you for your time and support

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 meSincerely, [redacted] Mouncey

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had such a difficult time cancelling her video plan subscription and closing her Shutterfly account I have confirmed that her account has been closed and her video plan subscription has expiredShe should not receive any further communication from Shutterfly regarding her account or her subscription I am very sorry for the inconvenienceIf Ms [redacted] has any further questions or concerns she can feel free to contact me Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 by [redacted] 17, which should have allowed time for the cards to arrive prior to Christmas That said, this was later than originally promised, and I am very sorry for the delay To compensate for the delay and the frustration is caused, we issued a full refund of $ [redacted] on [redacted] I hope [redacted] accepts this refund along with our apologies.If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Unfortunately it seems [redacted] and I have been playing phone tag She has left me a couple voicemail messages, and I've tried contacting her at the school office, but we have not successfully connected Her last voicemail included her cell number, which I will try going forward (I attempted to call her at the school number today and was advised that she was ill, so I will wait until later this week before trying again.) As I stated previously, I'm sure we will be able to reach a satisfactory resolution Regards, Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Thank you for the opportunity to comment on this situationI'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 itemsIf 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 accountUnfortunately 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 productsIn order to help resolve this issue, I ask that she provide the following: -The size and quantity of the books she received that were unsatisfactoryI 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 errorsThese items will be reprinted and reshipped -The details of any items she wants to adjust and reorder because they were unsatisfactoryI 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 / [redacted] (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 chargeWill 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 shipmentWill you agree to give me a full refund for these products? Also, I am requesting to be refunded for the return shipping costsWill 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 / [redacted] (4000, 9, 2016/01/25) */ Hi [redacted] , I should be able to accommodate all your requestsHere's the recap: I have added credits for the books you requested, along with a free standard shipping creditThese credits expire on 3/31/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 areaWe 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 exceptionIt's important for us to get samples of defective items (due to our manufacturing or shipping) so we can improve our processesI will waive the requirement to return the items if you can provide satisfactory pictures of the damage or defectPlease 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 / [redacted] (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 ***'s willingness to work through this with meThank you!

Thank you for the opportunity to comment on this situation I'm very sorry MsAschim had a bad experience with her Christmas card order According to our records, replacement envelopes were sent via overnight on [redacted] and delivered on [redacted] 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 $ [redacted] 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 pior 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-