Shutterfly

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 meThank you for your speedy response Sincerely, [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 a bad experience with her photo book order I'm a bit confused about this complaint, as the text that Ms [redacted] refers to is the name of the album that was used to create the book, and it was prominently displayed in all of the previews of the book prior to orderingI'm also confused by the fact that Ms [redacted] mentions a long history of ordering books, but this was the first order placed through her account In any case, it's obvious that Ms [redacted] is quite dissatisfied with her orderI have added credits for an 8xbook and economy shipping so Ms [redacted] can remove the text and replace her order at no charge(She should also check the spine to make sure it is as desired.) These credits are good through 2/29/If Ms [redacted] no longer wishes to order the book due to the timing, she can feel free to contact me Once again, I'm sorry for any frustration caused by this situation, especially since the order was intended as a Christmas gift 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 regarding shipping charges for prints The complaint highlights an disparity in shipping charges for identical orders placed through our desktop website or our mobile app Shutterfly generally applies the same product and service charges across all platforms (desktop and mobile websites, mobile apps), though there are a variety of factors that lead to occasional pricing differences In this case, shipping charges for prints should indeed be equal across our platforms [redacted] discovered a discrepancy, which we are presently working to diagnose and take action on I was unable to locate an order placed from either accounts referenced in the complaint, so I'm unable to credit back any paid shipping charges I would, however, like to offer an account credit as a token of our apologies I have added a $ [redacted] gift certificate to [redacted] Shutterfly account ( [redacted] ) 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 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, Robin Supervisor, Customer Care Shutterfly [email protected] 650-610-

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Mr [redacted] had a bad experience with his ornament order After looking at the photos and reviewing the correspondence, I'm a little confused at the nature of Mr [redacted] complaintWhile I agree that there are issues with the ornaments he received, his complaint that we printed something different than was previewed doesn't seem to be the caseFrom what I can tell, the photo was printed on the ornament as was specified in the orderIt seems that Mr [redacted] was mostly dissatisfied with the size of the ornament and the image We would typically provide credits so the image could be adjusted and reordered, or provide a partial refund in such casesGiven the situation, I have requested a full refund be processedMr [redacted] should see a refund of $on his next billing statement Once again, I'm sorry the ornaments didn't meet his expectationsIf he has any further questions or comments, he can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this solutionThank you very much

Complaint: [redacted] I am rejecting this response because the business seems to assume that I am lying to them about the double charges and can't seem to figure out why their system did that to my accountAgain, the money was held in my bank account on July 3rd when I placed the order and then after the book shipped there was another hold placed on my account on July 10thI spoke to my bank that day and they said that it was Shutterfly's system and they could not release the funds and I needed to contact Shutterfly to reverse a chargeI called Shutterfly times! The first two times the representatives told me that the entire billing department was in a meeting and they could reverse the charges once they were out of their meetingThe 3rd time I called I was told they were unavailable and that they couldn't reverse the charges but I could just deal with itThat is completely unacceptableThe charges eventually righted themselves but for a period of time I was out almost $ [redacted] and I have bills to pay, gas to get, etcI am still requesting store credit because of the inconvenience this has caused me I do not appreciate it insinuated that I am not being truthful about the issueI don't make much money and this was supposed to be a treatIn the past, customer service has been wonderful, but this has been a headache and I really don't appreciate being told that you simply don't care that I didn't have access to money you never should've had access toI had to borrow money so I wouldn't overdraft with other bills clearingSimply unacceptable Sincerely, [redacted] ***

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with the migration of her photos from ThisLife to Shutterfly I checked our records and it appears the migration of [redacted] photos completed on July I'm not sure why her migration took so long, but I will contact our Engineers to find out The fact that it took so long and we weren't able to provide any guidance or ETA during the process is unacceptable, and worthy of granting her request for compensation As a small 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.If she has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5**

Complaint: [redacted] I am rejecting this response because: The issue has not been resolvedHere is my Wife's informationI hope this will help you locate our account Name: [redacted] ( [redacted] is her maiden name, I am not sure if she created the account as [redacted] or [redacted] ***) Address: [redacted] , [redacted] (this is my wife's old address) Card Info: [redacted] - these are the last four digits of the card being charged [redacted] is the expiration date of that card Sincerely, [redacted] ***

I'm sorry for the delay in my response Our [redacted] support team confirmed that [redacted] account was deactivated and a refund of the amounts charged was issued as of [redacted] I was unable to determine if we have two distinct books saved in [redacted] account (he mentioned getting two copies of the same book), but I would be happy to investigate further if he desires [redacted] indicated that he would like to speak to someone about his experience He can feel free to contact me at the number below at his convenience Once again, I'm sorry for the delay in getting this resolved 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 Father's Day mug order. We failed to meet our promises on this order. The original ETA was June 17, and we shipped it in time to meet that date, but we didn't send the order... via the correct method. It should have been sent via Next Day for delivery on the 17th rather than being sent via Ground. I am very sorry for this error, especially since it resulted in the mug arriving late for Father's Day. According to our records, we issued a refund for the shipping fee of $ [redacted] on June 18. I am requesting an additional refund of $***, so the total refund equals the order total of $***. This refund should appear on [redacted] next billing statement. In addition, one of our agents added a $ [redacted] off code to [redacted] account, good through 8/26/**. I will leave this code in place as an extra apology for the poor treatment [redacted] received. I hope she accepts this apology and is willing to use our service again in the future. If she has any further questions or comments, she can feel free to contact me directly. Sincerely, Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had a difficult time placing her order and using her promotions I know we experienced a few volume-related website issues on November 29, but I'm not aware of any significant issues during the first week of DecemberIf Ms [redacted] continues to experience similar problems, I recommend she contact our Customer Care department so we can troubleshoot Our records indicate Ms [redacted] contacted us on December and we extended the promotions she was trying to redeemShe used one $20-off promo on her order and we extended the other one through January We also extended the free products she received when she signed up for her account It appears Ms [redacted] was able to successfully place her order on December and take advantage of the promotions Once again, I'm sorry Ms [redacted] had such a poor experienceIf she has any other 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, 2015/12/28) */ (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 print order Given that this was an order for Christmas prints and was unacceptable to [redacted] ***, I have requested a full refund be issued This refund should appear on [redacted] ***'s next credit card statement As for the problems with her order, I would be happy to work with [redacted] to replace the unacceptable prints [redacted] states that she previewed the prints for cropping issues, but I'm guessing the undesirable cropping occurred on the enlargements, as they have a different aspect ratio (or shape) than 4xprints We recommend previewing and adjusting enlargements at the size ordered to avoid any undesirable cropping The curl in the 11xprints should disappear - especially if the prints are allowed to lay flat We ship the prints rolled because shipping any print over 8xin a flat envelope often results in shipping damage.If [redacted] would like to discuss our cropping options, or 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 our products, and for the delay in processing her refund I can't explain the delay in getting this refund processed, but I will definitely investigate further In any case, I will make sure we get a refund check mailed to [redacted] as soon as possible I am very sorry this has taken so long to get resolved, and for the frustration and inconvenience we've caused I should be able to have the check cut in next week's check run, and mailed before the end of that week.If [redacted] has any further questions or comments, she can feel free to contact me directly Note to [redacted] : If you wish, you can refuse to accept my response until we get you your check That will keep the Revdex.com complaint active until this is resolved That said, I will make sure you get your refund regardless of whether the Revdex.com complaint stays open or not Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-**0-

Complaint: [redacted] I am rejecting this response because: I have waited so long long for a refund, I'd like to wait until I receive my check pleaseThank you in advance Sincerely, [redacted]

Initial Business Response / [redacted] (4000, 8, 2016/01/14) */ 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 I can understand Ms***'s disappointment and frustration, but after examining the details of the situation, it appears that the cards she received printed similarly to the way they previewed on the siteThe font on the printed cards is small and difficult to read, but it appears that way in the preview, and the font and/or font size could have been adjusted prior to orderingThe defects described in the images appear to be in the source images, with many of the black lines Ms [redacted] refers to being shadows from the flash used in the photo The agents who interacted with Ms [redacted] likely reached the same conclusion and applied our policy of providing credits so the order could be adjusted and replaced or issuing a 50% refund in cases where the errors were avoidable That said, we allow for exceptions to this policy in cases where the issues were not obviousAnd it certainly could have been the case that our system enhanced some of the undesirable image features Given the situation, I am issuing the remainder of the refund Ms [redacted] requestedShe should see a refund of $on her next billing statement, which will bring the total refund to $I hope she accepts this refund along with our apologies and considers using our services 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 Final Consumer Response / [redacted] (3000, 6, 2016/01/04) */ I JUST RECEIVED ANOTHER EMAIL FROM SHUTTERFLY SAYING THAT THEY ARE NOW REFUNDING ME HALF OF WHAT I AM OWED - $AGAIN, ACCORDING TO THE POSTED 100% HAPPINESS GUARANTEE AND WARRANTY, I AM DUE A FULL REFUNDTHIS WAS SHUTTERFLY'S ERROR, I RETURNED THE FULL ORDER, AND IT WAS RETURNED WITHIN THE TIME FRAME FOR A FULL REFUND

Thank you for the opportunity to comment on this situation I'm very sorry MrsVelazquez had a bad experience with her iPhone X case order We do offer both slim cases and cases with silicone liners on our app According to our records, the item MrsVelazquez ordered was the slim case without a liner The app shows the cases with liners as $and the cases without liners as $ MrsVelazquez was charged $before the free item discount was applied Plus the free discount was for a slim case only and did not include cases with liners In any case, I am sorry about the confusion The agents MrsVelazquez contacted added a free case to her account, and I added a free Economy shipping credit These credits will allow MrsVelazquez to order a case with a liner at no charge They are good through March 29, If she has any further questions or comments, she can feel free to contact me directly Unfortunately, I wasn't able to access the screenshots MrsVelazquez referred to If she feels the app was incorrect and needs to be updated, I would appreciate her sending me the screenshots so we can correct the issue She can send them to the email address shown below.Sincerely,Mike [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] has such a poor experience with her stationery magnet orderThis is especially unfortunate as it was her first order and obviously left a bad impression I checked our records and confirmed that the replacement order was successfully delivered on November 10, later than the original estimate of November 9, and certainly later than the original order's ETA of October I can't explain the lack of a tracking number on the original orderAll of the other checkpoints look normal, so it appears that the order shipped successfullyThe fact that the order never arrived calls our checkpoints into questionI will investigate why there was no tracking on this order We issued a refund for the original shipping charges of $on October 30, as was appropriate given the situation Once again, I'm very sorry that we failed to deliver these orders as promisedI hope Ms [redacted] is happy with the order otherwise, and willing to try 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

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] ***

Complaint: [redacted] I am rejecting this response because:the information is incorrectThe cards were not delivered until [redacted] no time to get them in the mail for people before ChristmasAlso was promised by a [redacted] rep they would be delivered on dec Also on [redacted] when I called shutterfly was hung up on by a supervisor, Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/02) */ Very sorry for the delay in our response, and for the poor experience Mr [redacted] has had with his mobile ordersI'm checking with our mobile team regarding this situation and hope to have an update (and resolution) soon I will update this complaint once I have more details Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They made me reorder a third time and pay which they said would be refunded and it wasn't! Also I orderd 4xphotos about a third of them are a few millimeters shorter then the other pictures, I discovered this by standing the pictures on their side and could see how a bunch of the pictures were taller then others Final Business Response / [redacted] (4000, 11, 2015/12/04) */ I am very sorry this has continued to be an inconvenience for Mr [redacted] I spoke to [redacted] , one of our mobile support agents, and he attempted to contact Mr [redacted] He left a voicemail with his desk number, so Mr [redacted] should feel free to reach out to him regarding his concerns [redacted] confirmed that a refund had been issued for the extra reorder, so hopefully Mr [redacted] will see that reflected in his account balance soon As for the different print sizes, a small amount of variation is normal, but it sounds like it was more than variation [redacted] can help resolve this issue if Mr [redacted] would like to have the prints replaced Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to contact MrLandreth and explain what I see if he would provide his email address I have updated my credit card information Sincerely, [redacted]