Shutterfly

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

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

Initial Business Response / [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 order of framed art prints After looking at the details of this order, I must say we failed at getting the order shipped as originally promised, keeping Ms [redacted] informed of the delay, and handling Ms***'s attempts to get information and resolve the situationI am very sorry for these errors and the frustration they caused I have issued a refund of $to cover the cost of the delayed itemsThis refund should appear on Ms***'s next billing statement In addition, I have added a $Shutterfly gift certificate to Ms***'s account as a token of our apologies for this situationThis 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 Ms [redacted] accepts this gift certificate and is willing to use us again in the future If she has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] was unable to download her images as she desired I can understand [redacted] comments, but just to be clear on this topic, historically we have never advertised or offered the ability to download the full resolution version of photos uploaded to our service We have offered a variety of ways to download lower resolution versions, but our main focus has been securely storing our customers' images and making them available for the products and services available on our site That said, we are in the process of rolling out a new interface called Shutterfly Photos It allows customers to download full resolution photos directly to their desktop (or downloads folder) We are rolling this functionality out gradually, and it appears this functionality is currently available to [redacted] If she signs in to her account and clicks on the My Photos link at the top of the My Shutterfly page, she can navigate to the desired photos, click to view them at a larger size, and then click the download icon at the bottom-right of the page to download the file to her computer If she 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, 2016/01/12) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with her charm bracelet orderAnd I'm sorry her son's presents have been so excessively delayed I'm at a loss to explain how this could happenThe 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 unacceptableI 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 happenedI should be able to get a definitive answer on when the items will be shippedI 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 causedI 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

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] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Thank you for the opportunity to comment on this situationI'm very sorry MsMills had such a bad experience with her recent orders Typically I would point out that the original order of cards was placed using a low resolution image, that we replaced it at no charge, and so onBut I can see that this was very frustrating for MsMillsI will issue the refunds she requestedShe should see them reflected in her next billing statementI hope she accepts them along with my apologies and is willing to use our services again in the future In her response, to this complaint, I'd appreciate knowing the dimensions of the 5xshe receivedOur 5xart prints should certainly fit in a 5xframe, and getting the exact dimensions of the print she received will help me troubleshoot the problem If MsMills has any further questions or comments, she can feel free to contact me directly Sincerely, Mike Landreth Director, Customer Experience Shutterfly 650-610- Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for responding to my concernsI sent the customer service representative pictures of the art print I received, matched up next to a ruler to show the size errorThe print must have been cut incorrectly- the actual dimensions were x It was slightly too big for the 5xframe I can send the pictures again if you'd like Thank you, SMills Final Consumer Response / [redacted] (3000, 18, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you and I appreciate your response, sir I received a $refund but I don't feel that this addresses the original request that I madeI didn't only spend $on the productThe credit applied towards the purchase was based on a previously damaged item If I have a $gift card to Target, and I purchase an item for $10, but then I have to return the item because it's damaged, Target would not only refund me the $I paid in cash, but the full amount I do appreciate your time and I am not trying to be pettyI just know that I spent over $between three orders at Shutterfly and have nothing to show for itThere was an issue with each order, the most recent one being that it was centimeters bigger than the 5xprint I ordered Final Business Response / [redacted] (4000, 20, 2016/03/15) */ I appreciate MsMills' comments and concerns, but the only other recent order in her account was also fully refunded (a refund of $was issued on January for order 002042852170-7000062) The only other outstanding item is a $off promotion that was used on the first order and subsequently replaced and used on the last orderSince MsMills hasn't gotten the benefit of that promotion, I have added it back to her accountShe now has a $10-off code good through 5/15/This code will apply to any orders of $or more in merchandise (before taxes and shipping and after any other applicable discounts have been applied) placed through www.shutterfly.com If MsMills has any further questions or comments, she can feel free to contact me directly Sincerely, Mike Landreth Director, Customer Experience Shutterfly 650-610-

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her photo magnet order It appears that the agents handling [redacted] complaint believed the cropping error that occurred on her order was avoidable, and thus offered to split the cost of a reorder by issuing a 50% discount code This was likely the result of the fact that we display a preview of the product in the app and allow customers to adjust cropping to get the desired results The cropping tools are accessible using a long tap (tap and hold) on the preview image Thus they believed that [redacted] would have had the opportunity to see and fix any cropping issues prior to placing her order Our policy allows for exceptions, and I think one is justified in this case We don't want [redacted] to pay for items she's unhappy withTo compensate her for the order, I have added a $gift certificate to her 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 for the difficulties she encountered If she would prefer to receive product and shipping credits so she can reorder the magnets, I'd be happy to issue those credits instead.I'd be interested to hear more about the problems [redacted] experienced when placing her order or answer any questions she might have If she 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, 2015/07/06) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a frustrating experience with the delivery of her photo book Ms [redacted] 's book was affected by a temporary fulfillment problemNormally our system handles these types of errors quickly and without any noticeable delay to the customerI'm very sorry this delay was so significant, and that we didn't do a better job keeping Ms [redacted] informed about the status of her bookHaving the book be delayed over a month is unacceptable, especially when it was intended as a gift According to our records, both the original book and a replacement were shipped during the fourth week of June, and a refund of $was issued to cover the cost of the book As a gesture of our apologies for this delay, I have added a $gift certificate to Ms [redacted] 's Shutterfly accountI know this won't make up for the inconvenience she suffered, but I hope it will demonstrate that we are truly sorry 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 Ms [redacted] accepts this gift certificate and is willing to use us 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I think this is a fair resolution

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 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-

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 $ [redacted] 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-

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her order Our policy in cases where customers make mistakes or use low resolution pictures is to either split the cost of a replacement order or to issue a 50% refundNormally I feel this would be a fair resolution given the expenses we incurred in fulfilling the order That said, we make exceptions in cases where the customer couldn't have reasonably known that their actions would result in an unsatisfactory orderWe issued a full refund for the order after Ms [redacted] contacted us on January (the same day this complaint was filed)She should have seen this refund reflected in her account by now It's unfortunate that Ms [redacted] ordered such a large quantity of products using low resolution picturesWhile I know this experience has been a bad experience for her, I hope she is willing to give us another try in the future to see what kind of quality we can produce when high resolution photos are used If Ms [redacted] has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her photo book order I checked our records and previewed some of the photos in the book While the photos are generally high resolution, the photos I previewed were not sharp It appears that many were taken with soft focus and some appear quite grainy As such, this wasn't a printing issue and a reprint won't fix the problem Typically I would offer [redacted] a free replacement book, but given the timing I feel a refund is appropriate [redacted] does not need to return the book She should see a refund of $ [redacted] on her next credit card statement If [redacted] would like to discuss the photo quality, getting a replacement book, or any other questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her photo book Unfortunately I am unable to comment on or resolve this situation, because I am unable to identify [redacted] account There is no account listed under her email address, and I couldn't find an account under the name [redacted] ** I'm also unsure if [redacted] is referring to transacting with Shutterfly or one of our other brands (Groovebook, My Publisher, Tiny Prints, etc.) If [redacted] can reply with more information (order number, email address associated with the account, brand, etc.) it will help identify and ultimately resolve the situation [redacted] can either reply to this Revdex.com complaint or contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response / [redacted] (1000, 7, 2015/06/19) */ Thank you for the opportuntiy to comment on this situationI'm very sorry Ms [redacted] had such a frustrating experience with her photo book order (I'm also sorry my response was delayedI was unable to post this reply earlier because the Revdex.com website was experiencing problems.) According to our records, the original book was finally delivered on June 9, and a replacement book had been delivered slightly earlier (on June 5)I agree that it's unacceptable that we were unable to meet our originally promised dateThe order was affected by a production delay, but that doesn't excuse the fact that we didn't proactively communicate this to Ms [redacted] and work to get the situation resolved more quickly I also see that we issued a refund for the rush shipping charges along with an addtional refund of 25% I hope Ms [redacted] accepts our apologies and considers using us again in the futureIf she has any other 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 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 cartSo I'm not sure why the act of changing a photo to black and white would have affected prints that were already in the cartIf 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 colorBut 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 11xand 12xprint and free economy shipping to Ms***'s accountThese credits are good through 2/29/ Once again, I'm sorry for any inconvenienceIf 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

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience when contacting us regarding her recent card order I apologize if the agents [redacted] spoke to did not have satisfactory answers to her questions, or if she had to wait to receive an answer The holidays are our busiest time, and we hire a huge number of temporary employees to meet the increased demand, but obviously we failed to meet [redacted] support needs It appears that [redacted] was inquiring about a couple of her direct-mailed card recipients receiving duplicate cards Our system is designed to ensure that every card is fulfilled, and although we have safeguards against duplicates, we do accidentally send duplicate cards on occasion [redacted] would not have been charged for any duplicates, and I'm sorry if this caused her any embarrassment or frustration (By the way I did notice that two of her recipients share the same address, although I'm assuming these weren't the duplicates she was referring to.) If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

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] 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-

Totally understandable that [redacted] would like to receive the check before closing this complaint If the Revdex.com could please keep this complaint open it would be appreciated As mentioned, I provided our Accounts Payable department with the check request last week We should have cut and mailed the check this week I will confirm and await [redacted] confirmation that the check has been received Sincerely, Mike

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-