Shutterfly

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Thank you for the opportunity to comment on this situationI'm very sorry Mr [redacted] had a bad experience with the cropping on his photo book I'm a bit confused about how this cropping error occurred, as the book is previewed as it will print while it is being created by the customerI am sorry if there was a problem with the preview from the cart at the time the order was placed, but the photo book path should have been consistent in how it previewed the cover throughout the processI am escalating this issue to our photo book team to see if they are aware of any issues that would cause a photo to move or be cropped differently than the preview According to our records, Mr [redacted] received credits for the book and was able to update the saved project and reorder the book at no charge on December It was subsequently delivered on December Once again, I'm sorry for the delay in receiving the intended book and any frustration that was causedIf 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

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Thank you for the opportunity to comment on this situationI'm very sorry we were unable to deliver Ms [redacted] 's order by the date we promised Ms [redacted] 's book was impacted by a delay in our production facilityI don't have an excuse for this, as we had promised that the book would be delivered by 9/16, and it wasn't delivered until 9/29, after numerous calls by Ms [redacted] to inquire about its status According to our records, a full refund of $was issued on 9/and should have appeared in Ms [redacted] 's account soon after I am very sorry for the delay and the inconvenience it caused Ms [redacted] and her clientIf 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, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would just like to recommend that an explanation of why a product is not delivered is better than a simple apologyThis allows the customer to understand and makes them feel like they are being treated as an intelligent personIn my case, it would make it easier for me to tell the recipient why it did not arrive

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her shopping bag order [redacted] order was affected by a production problem that resulted in the order being delayed When her order was being shipped, we discovered a quality problem that required her order to be reprinted Unfortunately we discovered the error after a tracking number had been generated, so it appeared in our system that the order had shipped To further complicate the issue, the tracking number didn't show any progress, as the order hadn't actually shipped This was a very unusual error, and we've taken steps to ensure that it doesn't happen again The ultimate effect of this error was that it appeared the order shipped when it had not The delay in receiving the order and the fact that the tracking number didn't provide any information obviously resulted in concern for [redacted] and confusion for our agents The bag was subsequently reordered twice [redacted] was not charged for the reorders, and even the original order was free aside from the shipping charge because we were running a free bag promotion I'm confident that [redacted] eventually received her shopping bag In fact, she should have received two if not three bags due to the reorders Of course there is no need to return the extra bags she received, and she was not charged for them I am very sorry for the confusion and concern we caused MsBanuelos As I said, it was an unusual error that will not happen again I hope she will accept our apologies and consider using 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-

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her pillow order Our system is extremely automated, and unfortunately we are unable to make changes to orders once they are placed I realize it seems silly that we would potentially print a pillow with no pictures, but we rely on customers using our website to customize their products prior to ordering According to our records, [redacted] contacted us on [redacted] 14, and we were able to successfully cancel her order Her order was not processed and she was not charged for it If [redacted] would like to receive the pillow, the best course of action is for her to sign in to her Shutterfly account, create the pillow using our online tools, and place her order She will have a chance to preview the pillow online prior to ordering to make sure the pictures are as she desires It sounds like the source of confusion here is the fact that our site allows you to add pictures to your project in one step, and place the pictures on the product in another step This allows you to experiment with different combinations and placements of pictures So when [redacted] goes into our pillow creation path, she will select the pictures she wants to use, and then drag and drop each picture in the desired location on the pillow.If [redacted] has any further questions or comments or needs assistance placing her order, she can contact our Customer Care department at 888-225-7159, or contact me directly at the number below.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had such a poor experience with her engagement announcements The reason the problem occurred is because the image printed was a slightly different aspect ratio than the 5xprintPlus it sounds like the preview on our site may have showed more of the picture than actually printedI'll be checking to see if we need to adjust our preview accordingly According to our records, a full refund of $was issued on August (including the original shipping charges)Unfortunately, we don't have a mechanism for refunding more than was paid for an order, so we are unable to reimburse the return shipping If Ms [redacted] is willing to continue using our services, I would be happy to issue a gift certificate or product credit to offset the cost of return shippingShe can reply to this complaint or call me at the number listed below I hope she is willing to accept the gift certificate and give us another try Regards, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I found the lack of assistance in any resolution in our initial communications with Shutterfly to be appallingThe agents I spoke with were rude and blamed me for the error that was made on the programs sideI refuse this resolution because the definition of insanity is to to complete the same task over and over expecting different resultsWhy would I use this service again and have any expectations that anything will be done rightOffering me a gift certificate is like saying, we're sorry, you are wrong, but we don't want to deal with the hassle of actually correcting anything with our products or with our services or our return policies Final Business Response / [redacted] (4000, 9, 2015/09/11) */ I'm sorry to hear Ms [redacted] didn't accept my responseI can assure her I was not trying to place blame on her or skirt our responsibilities in this matter My offer of a gift certificate was based on a few factors: 1) She's used us in the past, and I don't have any reason to believe that her prior interactions were unsatisfactory 2) The problem she experienced was preventableWhile there's definitely a possibility that our site preview wasn't accurate (I'm still investigating and waiting for some test prints), I believe that with a little adjustment we could have resolved the cropping issue and produced prints that Ms [redacted] was happy with 3) The gift certificate is the only way I have to accommodate her request for reimbursement beyond the full refund of the order If Ms [redacted] changes her mind she can feel free to contact me for a gift certificate or product credit Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: it does not address the primary concern I submitted which was the horrible customer service I was givenNot only was I hung up on, after I informed the person I would be a couple of minthe person was rude the entire time and never even asked a single question of mineShe refused to help me any time and the is the biggest part of this issue was the horrid customer service that I got when I contacted the business for helpAfter that display of poor customer service I do not want to purchase anything from the companyA company that disrespect and hangs up on a customer doesn't deserve serviceI won't be satisfied with the business until the primary issue, which was the poor customer service, is addressed Sincerely, [redacted]

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her recent orders According to our records, the transactions [redacted] refers to as fraudulent were attempts to order a very large number of prints (>60,4xprints) along with numerous other products While we don't have a particular limit for products in our web shopping cart, it's advisable to break orders up into smaller segments to ensure that they are processed quickly and completely When researching this issue, I discovered that in several cases [redacted] was attempting to take advantage of our Unlimited Free Prints offer in combination with other offers, including free shipping codes The terms and conditions of our Unlimited Free Prints offer state, in part, that the offer cannot be combined with other offers or credits It appears that a technical error prevented our system from enforcing this rule As a result, I have removed the free prints that were provided by our customer service team after [redacted] complained about this issue I'm assuming [redacted] was unaware of this restriction and I apologize for any confusion it caused.If she has any further questions or comments, she can feel free to contact me directly.Sincerely, [redacted] Senior Director, Customer ExperienceShutterfly [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 such a bad experience with her Christmas card order Ms [redacted] 's order was significantly delayed in our production systemI am asking our production team to review the situation and identify why these delays occurred so we can prevent them in the future Subsequent to her contact with us, a full refund was issued for Ms [redacted] 's orderShe should see a charge of $on her account when the order shipped, and a corresponding refund of $about a week later Once again, I am very sorry about the delay and any inconvenience it causedIf 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 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 $ [redacted] every order." I found three orders placed through our website totaling $***, and another two orders placed through our mobile app, totaling $*** A grand total of orders and a grand total amount spent of $*** 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-

Initial Business Response / [redacted] (1000, 6, 2016/01/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with her iPhone case order I reviewed the situation, including the picture of the iPhone case Ms [redacted] uploaded, and I'm confused as to why the agents involved weren't able to resolve the situation more quicklyThe picture quality on the case was significantly different than the picture quality of the image Given the situation, I am requesting a refund of $33.75, which is the total of the case less the discount Ms [redacted] receivedThis refund should appear in her account prior to her next billing statement Once again, I'm sorry for the inconvenienceI hope Ms [redacted] will consider using us again in the futureIf 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 Business Response / [redacted] (1000, 7, 2015/09/02) */ Thank you for the opportunity to comment on this situationI'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 limitsDepending upon their internet connection, we typically advise customers who are doing extremely large uploads (like multiple thousands of pictures) to break them into smaller batchesThis 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 manageBut 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 unableI added about pictures to an album and then tried to add moreThe 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 itIn 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 inconvenienceI 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 / [redacted] (2000, 9, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) This issue has resolved itselfI am able to upload pictures once again on Shutterfly.comI 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 customersNor do they have their call center in Redding, CAThis is too badI feel the people there were much more helpful & knowledgeable than those in CarolinaThat said, this issue is resolved for now

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her print order Unfortunately, Ms [redacted] didn't provide an order number, and the email address provided doesn't match any existing Shutterfly accountsIf Ms [redacted] can provide the order number or the email address she uses to access her Shutterfly account, I can investigate furtherOnce I see the details, I should be able to recommend a satisfactory resolution I look forward to hearing from Ms [redacted] so we can get this issue resolved Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) XXXXXXXXXXXX-XXXXXXX [redacted] @hotmail.com Final Business Response / [redacted] (4000, 9, 2016/02/17) */ I appreciate the extra informationSince Ms [redacted] didn't mention whether the prints arrived, I will assume they did not I have requested a refund for the orderMs [redacted] should see a refund of $on her next billing statement I am very sorry that this order never arrivedWhile I have no doubt that this order was shipped, it is unusual that no tracking number was issuedI am checking with our fulfillment team to identify the source of the error 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 recent photo book order I checked the correspondence between [redacted] and our agents on this issue and I do apologize for the tone of our initial response To be fair, I believe the agent was reacting to [redacted] ***'s assertion that the photo on the back cover was cropped Unfortunately the cropping on the back cover is a problem with the customization of the book rather than any manufacturing problem The agent correctly diagnosed that simply reprinting the book wouldn't solve this problem, as the photo is cropped in the saved project That said, the agent should have addressed the numerous other problems [redacted] mentioned (such as excess glue and poor binding) and not simply dismissed the problem as [redacted] ***'s fault The appropriate response would have been to apologize, explain that a reprint wouldn't solve the problem, and provide free product credits so [redacted] could adjust the cropping to her liking and reorder the book Ideally, the agent would have noticed the disconnect between [redacted] ***'s description and the saved project from December and gotten more details about the apparent change It appears that the second agent [redacted] spoke to provided the appropriate product credits These credits will allow [redacted] to review the saved project, adjust the cropping to her liking, and place a new order for the corrected book at no charge (including the memorabilia pocket and free economy shipping) These credits are good through August 14, *** I would appreciate hearing back from [redacted] regarding the cropping on the back cover When I look at the saved projects for the December order and the June order, they both show the back cover photo being cropped just above the sunglasses If the printed version was different (either in December or June) I'd like to know about it It's unusual for a book to print differently than shown in the saved project or for a saved project to change without customer intervention There are some things that would affect the cropping in a saved project (like if the book was converted to another size or migrated from an old photo book path), and I'd like to understand what happened Once again, I'm sorry for the frustration we caused If [redacted] has any further questions or comments, or if she needs any guidance regarding adjusting the cropping, she can feel free to contact me directly.Sincerely,Mike LandrethSenior Director, Customer ExperienceShutterfly650-610-

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a poor experience with her Christmas cards As she states, Ms [redacted] 's order was significantly delayed in productionThe agents she spoke with were able to get it produced and shipped, but it was still delivered days after it was originally promised to arriveI have reported this situation to our production team and asked them to investigate why the order was delayed, as the cause is not readily apparent According to our records, the order was delivered on December 15, and a refund was issued for the shipping charges (which made up the majority of the order total as the cards were free) As a token of our apologies for this situation, I have added a $gift certificate to Ms [redacted] 's Shutterfly accountThis 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] had a bad experience with her recent orders I checked our records for the print order, and I can see that some of the images may have been cropped Some of the pictures have details very close to the edge, and at least one picture was square, which will result in cropping when printed at 4x These prints were ordered through our mobile app, and we do offer previews and cropping tools to avoid undesirable cropping I would be happy to provide [redacted] with instructions on how to avoid such cropping in the future if she is interested We already added free 4xprint credits to [redacted] account to enable her to reorder the prints, but given [redacted] dissatisfaction, I am requesting a refund be issued for the print order She should see a refund of $ [redacted] on her next credit card statement As for the mug order, I don't see any obvious problems The order should have printed as previewed, and based on the preview I can see, the main details of the pictures would have printed on the mugs If this is not the case, or 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 her address label order It appears that the agents who handled [redacted] request were following a policy regarding orders affected by customer error They believed that [redacted] didn't add her address to the address label properly before checking out The policy in this case allows for replacement of the free product but doesn't cover the shipping charges Given that [redacted] obviously wasn't aware of the problem with the address labels when placing her order, I think it's appropriate to modify the policy in this case I have added sets of free address labels and a free Economy shipping credit to her account so she can place a reorder at no charge These credits expire on [redacted] 2, *** [redacted] should add her address to the address labels and preview them to make sure they meet her expectations prior to placing her order If she experiences any problems with the order, or feels that there was a problem with the website on her original order, she can feel free to contact me at the number below She can also contact me if she has any questions or if she would prefer a refund of the original order, rather than credits toward a no-charge replacement order.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

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 such a bad experience with her Christmas card order According to our records, Ms [redacted] 's card order was excessively delayed in our systemAnd unfortunately the delay was out of the control of the agents she spoke to, so their efforts had little effectI'm asking our production team to investigate this delay and take steps to ensure it doesn't affect orders in the future Ultimately the order was shipped via overnight delivery and arrived on 12/as Ms [redacted] requested in this complaint, but that was days after the original lateday of 12/and also after significant frustration had been causedGiven the delay, we refunded the shipping charges on 12/ Once again, I'm very sorry for the delay and the inconvenience it causedIf 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 Christmas card order from last year I checked our records, and I can't explain why [redacted] received her cards in [redacted] She placed her order on Saturday, [redacted] 19, *** It consisted of cards mailed directly to her recipients, and cards shipping to her address The order was completed and all items were shipped by Tuesday, [redacted] 22, *** The shipment of cards was sent via [redacted] and should have been delivered by Wednesday, [redacted] The direct-mailed cards should have been delivered to her recipients over the next week, as they were sent via *** I can understand the direct-mailed cards arriving after Christmas, as our recommended cut-off for direct-mailed cards had already passed when [redacted] placed her order They should have arrived soon after, though, as everything was shipped by the 22nd The [redacted] shipment is more concerning, as I can see no reason why it would arrive months late [redacted] no longer has tracking details for the order, so it's impossible to tell what happened or who was at fault Ultimately, it doesn't matter, since [redacted] placed the order with Shutterfly and we failed to deliver her order as promised The portion of the order that was late totaled about $(which was mostly the rush shipping fee) To reimburse MsNoldan, and as a token of our apologies for the problems with 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 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-

Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her acrylic print I'm a bit confused as to why our agents weren't able to quickly resolve this issueThe manufacturing defect is clear, and should have been sufficient cause to replace or refund the itemMy assumption is that the agents involved were preoccupied with the comment that the pictures were blurry (which I can understand by looking at the pictures submitted)But the fact remains that the item was defective regardless of the quality of the pictures submitted I have requested that the full purchase price of $be issued ($less a $discount, plus tax)This refund should appear on Ms [redacted] 's next billing statementThe defective item does not need to be returned to us If Ms [redacted] is interested in getting a replacement, I would be happy to arrange itShe is welcome to select new, crisper pictures and contact me to arrange for the necessary credits If Ms [redacted] would like to discuss this option, or 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, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Thank you for the opportunity to comment on this situationI'm sorry Mr [redacted] received defective books and had difficulty resolving the situation It sounds like Mr [redacted] received a standard response regarding returning the books for a refund, rather than us arranging for the books to be returned at our expenseGiven the description of the error, we should have either issued the refund without the return, or offered to pay the return shipping so we could examine the defect I believe I understand the nature of the defect, so it will not be necessary for Mr [redacted] to return the booksI have issued refunds for both orders, totaling $Mr [redacted] should see these refunds on his next billing statement I'm very sorry for the inconvenienceIf Mr [redacted] has any further questions or concerns, he can feel free to contact me at the number below By the way, when we reprint an order, it always uses the originally ordered version of a productIf you make any changes to the saved project after placing an order, those changes won't be reflected in a reorderIf you run into this problem in the future, you can ask for product credits so you can order the new version, rather than having us place a reorderI'm sorry the agents who helped you didn't recognize this and provide the proper guidance Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)