Shutterfly

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-

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ Thank you for the opportunity to respond to this complaint Unfortunately I am unable to comment without additional information regarding the nature of the complaintIf Mr [redacted] has specific questions or concerns about our Terms and Conditions, he can feel free to reply to this complaint or 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 using our PrintFix service According to our records, [redacted] PrintFix books were shipped as follows: First book (ordered 7/28) - shipped 9/ Second book (ordered 8/28) - shipped 9/ Third book (ordered 9/28) - shipped 10/ In the app we state that books can take 12-business days in transit, which means the first book should have arrived by the end of September, the second a few days after that, and the third before the end of October There was definitely a delay in the production of the first and second books, and for that I am very sorry I believe this was just a temporary problem Our production process is usually faster than that, and [redacted] shouldn't see these types of delays in the future If [redacted] still hasn't received her first or second book, I encourage her to contact me directly at the number listed below so we can investigate further Once again, I'm sorry for any inconvenience caused by the delay Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Revdex.com: I am not happy with the level of contact here, but I have decided I will no longer be doing business with Shutterfly It's not worth the hassle And I am happy to see at least the proper punishment will be handled out Sincerely, [redacted]

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her recent order of photo prints It appears that the orders in question were placed through our mobile app While this is not a problem, I don't have as much visibility into those orders I will work with the team that provides mobile app support to get this resolved It's unfortunate that [redacted] was told her images were poor quality It could have been the case that there was an upload or printing error on our part that resulted in the unsatisfactory prints Our support team should have investigated this, especially after [redacted] explained that prints of the same images from another provider were satisfactory We've already sent a return label and offered a [redacted] refund (based on our policy of splitting the cost of an order if a customer makes an error), but I'm not sure that's appropriate Rather than forcing [redacted] to return the prints, I would like to offer a few other options: -If she wants a refund for the order, I can coordinate having one issued without requiring the prints to be returned Since I have to work with a separate team, it might take a bit longer than usual, but it certainly won't be a significant delay -If she's willing to accept a Shutterfly gift certificate (for use on our website), I can take care of that right away -Lastly, if she prefers a replacement order, I'd be happy to work with her to better understand the problem and get her the prints she's expecting (I will be investigating further regardless, but it would be easier with her assistance.) I look forward to hearing from [redacted] so we can resolve this issue She can either reply through the Revdex.com or contact me directly (Note that I will be out of the office through ***, but will be checking email/voicemail periodically and can reply as necessary, although likely a bit slower than I normally would.)Sincerely, [redacted] Director, Customer ExperienceShutterfly [redacted]

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 found a variety of issues (missing gift boxes, late orders, missing items) I am very sorry for these errors and the inconvenience and frustration they caused [redacted] That said, it appears that the agents involved took corrective action on these issues The missing gift boxes (at least, the ones that had been ordered) were replaced and [redacted] was not charged for them The late or missing items were replaced and expedited Overall, it appears that [redacted] 's issues were addressed That said, I realize this was a bad experience As a token of our apologies, I have added a $ [redacted] gift certificate to [redacted] 's 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 And if there are any issues that were not addressed, or if she has further questions or comments, she can feel free to contact me directly at the number below.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and appreciate MrLandreth's time in responding to my complaint Although I am not satisfied with the response there is nothing else that can be done I do feel that this small, light weight, and non-breakable product is not worth $in shipping I also do not agree with MrLandreth's comment about my not expressing concerns over the product sooner I did provide feedback back then and was sent a note indicating that this would be looked into and someone would get back to me That never happened on the part of Shutterfly This is the 1st that someone from Shutterfly is responding to my concerns, and only because it was from the help of Revdex.com I know that it has been awhile since this purchase took place, but only recently did I come across the mailing label that allowed me to present at a post office and get some clarification on what I thought to be true...that a package like this would cost around $ [redacted] or $ [redacted] for shipping Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with her recent photo book orders Our site is supposed to account for the image loss due to the binding in non-layflat pages when using 2-page spreads, but obviously the preview isn't matching realityI'm sorry, not only for the error, but for the fact that the agents Ms [redacted] interacted with didn't properly recognize the problem and provide replacement books I have added credits for four 22-page 8xhard cover photo books with glossy pages to Ms [redacted] ' account, along with Economy shipping creditsThese credits will allow Ms [redacted] to replace the defective books at no chargeShe does not need to return the defective books to us If the books are time-sensitive and faster shipping is required, or 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, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shutterfly gave me what I asked for - replacement photo books and free shippingI thank the Revdex.com for providing a forum to resolve issuesI wish I had received an appropriate response from Shutterfly initially so that filing a complaint would not have been necessaryI accept their response and am pleased this issue is resolved

Dear MsGeisler, I received your voicemail Sorry I missed your call I’m in all-day meetings at the moment and a bit difficult to reach The response I got from our accounting department previously was a prediction of what would happen rather than a confirmation of what did happen I’ve reached out to them to confirm that your check has been cut and mailed, and if it hasn’t, to commit to when it will be While I don’t think our accounting department was the source of the delay, I’ve conveyed the urgency of getting this resolved I should have an answer back soon I realize this refund was promised in August, and that the root cause of the refund dates back to The delay in the refund has made a bad situation worse, and I’m very sorry for all the frustration we’ve caused you I agree that the Revdex.com case should remain open until this is resolved, but I assure you that I will work to get you your refund regardless of the status of the Revdex.com complaint I will send you an update before the end of the week Feel free to reply or give me a call if you have any questions or comments in the meantime Regards, ***This e-mail was sent to me in response to a phone message I left to date I have not heard any more and I still have not received my check I respectfully respect this case remain open until I have received my long awaited refund check.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

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 photo book orders I have added a free 20-page 12xhard cover photo book to Ms [redacted] 's account, along with a free Economy shipping creditThese credits are good through 4/1/16, and can be used to order a replacement 12xbook at no charge (after removing the skull background, of course) I will need to do some digging to understand why we refused to replace both booksThe problem was the same, and Ms [redacted] wouldn't have had a chance to notice and correct the problem since the books were ordered within a day of each other It's probably the case that the agents were considering this to be customer error, although we do have an exception for cases where the customer wouldn't have reasonably been aware of the problemThe background does appear in the preview, but in fairness some of our backgrounds are very subtle and difficult to see on some monitorsI'm sorry the agents involved didn't properly evaluate the situation and address it appropriately 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, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your replyI've been very satisfied with Shutterfly products in the past and plan to remain a loyal customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] contacted me directly and assured me the accounts in question were removed or otherwise don't exist Thanks for your helpSincerely, [redacted] Dagle

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Thank you for the opportunity to comment on this situationI'm very sorry Mr***'s book was not delivered as promised and disrupted his anniversary gift plans I can't explain why his order didn't ship as expectedEverything in our system suggests the order was processed and shipped correctly on December 7, except that no tracking number existsI will be following up with our systems engineers to understand why this error occurred and take the appropriate corrective action According to our records, the replacement order was delivered on Friday, December A refund for the shipping charges of $was processed and should be appearing on his credit card statement within the next few days (and certainly within the next billing cycle) Once again, I'm very sorry for the delay and the negative impact it hadIf 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, 2015/12/22) */ Thank you for contacting us regarding this situationI'm sorry that Ms [redacted] 's request to cancel her Groovebook account wasn't handled promptly 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 will send Ms [redacted] 's details to them and ask them to verify that Ms [redacted] 's account has been cancelled and issue credits for any charges that were billed in error or after the initial request to cancel was received 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 Complaint Response Date bumped because: Holiday

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 meThey have gone above and beyond to accommodate my requestSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her 16xorder Unfortunately the image that was uploaded to Ms [redacted] ' account has a different aspect ratio than a 16x printAt 1587xpixels, it is a bit longer than a 16x20, and so the image was cropped to fitThis cropping is previewed on the site, and Ms [redacted] would have been able to see and adjust accordingly prior to checkoutI'm sorry if this issue wasn't obvious To correct the problem, I have added 16xcredits and a free Economy shipping credit to Ms [redacted] ' account, good through 4/8/These credits will enable Ms [redacted] to reorder the prints at no chargeMs [redacted] will need to preview the image prior to checkout and adjust the cropping accordinglyThe easiest way to address this issue is to use the option to add a thin white border around the imageThis will buffer the image so that the entire image prints on the 16x If Ms [redacted] has any questions or concerns about this process, she can feel free to contact me directlyI would be happy to walk her through the steps required to ensure that the entire image prints as desired Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Initial Business Response / [redacted] (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***'s complaintI can find no record of any actions on our part to disable his account or block his emailsWe 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 addressesFrom 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 activityA quick search found no fewer than 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 Mrand 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 furtherAnd 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 thatI will do my best to help resolve the situationI 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 / [redacted] (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 companyThis is a copy and paste of the email your site sent to me as of Nov Your request for assistance cannot be accepted because this account has been disabledI 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 effectivelyrepeatedly to no availAs 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 accountsI have asked to have them merged and was told it was not possible so I just leave them aloneHow 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 allI 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 / [redacted] (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 problemThe 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 overIf 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 Mrand Mrs***'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 / [redacted] (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 CSRI hope the business recognizes herPlease give her my personal expression of gratitude with a positive note in her fileIf [redacted] Director, Customer Service Shutterfly XXX-XXX-XXXX has an email I would be happy to work together in the futureIf 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 itPlease send me a letter to [redacted] @yahoo.com or to my home address as a copy of the findings of the casethanks

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms***'s envelope was damaged in transit According to our records, we shipped a replacement envelope to Ms [redacted] that arrived on Monday, December Hopefully this arrived in time to be useful, although it sounds like Ms [redacted] was planning to make other arrangements Given the situation, I have requested a refund of the order total of $This refund should appear within the next billing cycleI hope Ms [redacted] accepts this refund along with our apologies Sincerely, [redacted] Director, Customer Experience Shutterfly Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: The billing address was wrongSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is the original response which was given to me from the companyI am not looking for a full refund I am looking for a refund for only the shipping chargeseven a credit on the account for the amount would be acceptableYou shipped me the product in standard business days which is actually a free service on your siteIt did not come in a rushed mannerIf you could not as a company handle the flow of business that was coming in on a holiday you should own up to itFor me to send back my books which are filled with personal pictures for you to destroy or hang on to in order for you to refund the entire order including the shipping charge instead of simply refunding the shipping charge show how unreasonable of a company you are beingI truly regret that this incident has occurred because you have gone from being my go to recommended site to everyone in terms of purchasing pictures and frames of any kind but I can assure you that this is no longer the caseI got the item I had free shipping on in days and the expedited item in days business daysI need a refund of my shipping charges that is the only charge I am disputing and I am not sending a book filled with my personal memories back to you so you can do what ever with it in order for you to issue a full refundSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the problem appears to be that Shutterfly does not process orders on [redacted] ; only on Internet Explorer Upon ordering on IE, it went through That said, it is surprising to hear the Shutterfly is not aware of the problem with their site on [redacted] I have experienced this issue frequently in the past several months Sincerely, [redacted]