Shutterfly

Complaint: [redacted] I am rejecting this response because: My complaint has not been resolvedSincerely, [redacted]

Thank you for the opportunity to comment on this situation. I'm very sorry [redacted] had a bad experience with her Christmas card order. According to our records, [redacted] order was completed and mailed to her recipients by [redacted] 19. We don't have tracking information for the order,... as the cards were mailed via the ***, but they should have had time to be delivered prior to Christmas. This order was delayed in production and should have mailed sooner than [redacted] 19. I'm very sorry for this delay and any inconvenience it caused, especially if any of the cards arrived after Christmas. As stated, [redacted] received a full refund for the order soon after it was completed on [redacted] 19. She should see both the charge and the refund on her credit card 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 ExperienceShutterfly650-610-5256

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her Shutterfly order Actually, I'm quite thankful she pursued this matter, as it was not properly escalated internally, and I am anxious to discuss the situation with her When orders are placed through our system, we do an authorization for the amount of the order and only charge after the order ships Occasionally an error will occur when the authorization is created, requiring the authorization to be retried In these cases, our system is designed to cancel the original authorization, and these authorizations eventually expire in any case However, I believe there are limitations in this functionality when gift cards are used I can see that multiple authorizations occurred for [redacted] order (although I don't see any record of an authorization of $***) While I expect the authorizations to eventually expire, I'm not certain about the ultimate impact of these authorizations on her gift card In any case, [redacted] request for compensation is reasonable, and I appreciate her willingness to accept a store credit I have added a $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 would like the opportunity to discuss this issue with [redacted] so I can understand the situation more fully and make sure we handle similar situations correctly in the future I encourage her to contact me at the number below at her convenience.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

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 in the interim Complete satisfaction will be forthcoming once the replacement item is received.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with her photo book order It's obvious that Ms [redacted] is very upset with us about this situationHopefully I can provide some details that will help to explain what happened Between December and December 18, Ms [redacted] placed three separate orders for photo books, all shipping to the same address in [redacted] Two of the orders were placed with Rush shipping, for which she paid $per orderThese orders had ETAs of December and December 24, respectively, and they were delivered on December and December The third order, placed on the evening of December 17, was placed with Economy shipping, for which she paid $8.99, and had an ETA between December and January 6, since it was placed after our Economy shipping cut-off for delivery prior to Christmas On December 22, Ms [redacted] contacted us to see if the order could be upgraded to arrive before ChristmasIt appears that there was some confusion over which order should be upgraded, but ultimately the agent she spoke to coded the appropriate order to ship via a faster method in an attempt to get it delivered prior to ChristmasThere was no charge for this attempted shipping upgrade I can assure Ms [redacted] that we made a good faith attempt to ensure that the book was delivered before ChristmasUnfortunately, the agent's attempt to upgrade the shipping was unsuccessful, and for that, I am very sorryI know how disappointing it is for a gift to arrive late, and I apologize that we were not able to get the book there in time The book was shipped on December 23, but it was not sent via a faster method than originally requestedThe book was eventually delivered on January Ms [redacted] subsequently contacted us on December to express her disappointment that the book didn't arrive as desiredThe agent she spoke to issued a 25% refund on the order as an accommodation for the bad experience she had I hope Ms [redacted] accepts our apologies and is willing to use our services 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

Thank you for the opportunity to comment on this situation I'm very sorry MrsAponte had a bad experience with the delivery of her photo book According to our records, we issued a full refund for the delayed book of $on February 6, and subsequently had a new book sent at no charge on February That book was delivered on February I am very sorry if this was too late for the occasion MrsAponte had planned for.If MrsAponte has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike [redacted] Senior 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 calendar order After looking at this situation, I think the problem had more to do with adjusting the start date of the calendar rather just making a copy Copying a calendar project should carry forward all of the text and other customizations from the original However, when you change the start month or year of a calendar, our system doesn't carry forward any non-recurring events I'm sorry that this wasn't clear at the time [redacted] placed her order We recently made some significant changes to our calendar creation path, providing the customer with more control and visibility Hopefully [redacted] will enjoy these changes the next time she starts a new calendar [redacted] request for free shipping is quite reasonable, and I'm sorry the agents she spoke to didn't provide it at the time I have added a free Economy shipping credit to her account, good through 9/13/ [redacted] (same as the free calendar) Combined with the free calendar credit, she will be able to order the corrected replacement calendar at no charge As for the shipping charges on the original order, the free shipping promotion did apply as promised The order was eligible for both our 50%/40% sale and our SHIPpromotion The total discount shown on the order history page includes the shipping charge of $*** Unfortunately the recap on the order history page shows the shipping charge separately, but not the shipping discount I'm sorry for the confusion Here's the breakdown of the discount amount: Photo book discount: $***Calendar discount: $***Shipping discount: $***Total discount: $ [redacted] Once again, I'm sorry for the inconvenience If MsLlewellyn has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-

I can understand [redacted] 's rejection of the gift certificate, given her feelings about using our services in the future That said, I'm going to need some assistance in identifying the items that [redacted] is unhappy with She has placed orders for a variety of products and has had a few orders reprinted and re-sent based on her contacts with us Unfortunately, I've been unable to come up with a combination of items that totals the $ [redacted] amount she is requesting If [redacted] can provide the order numbers and items that make up the $ [redacted] , then I should be able to accommodate her request for a refund (Our refund system requires that specific orders and items be itemized - I can't just request a refund of $ [redacted] without the details.) I apologize to [redacted] for the inconvenience Sincerely, Mike 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 order of Christmas presents Given the situation and the inconvenience and frustration Ms [redacted] has already experienced, I will issue a full refund for the missing orderShe should see a refund of $on her next billing statement As for the address in her account, I still show the address the order was sent to as her primary shipping addressIf Ms [redacted] has any information or guidance about what is happening when she attempts to update the address it would be very helpful in my troubleshooting To avoid problems in the future, I have removed the old address from her accountI recommend she visit the account info page in her account and update her address next time she logs in 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, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response because it seemed like when I called customer service, I never fully received a resolutionNow that I know something will be done, I feel better about the situation

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her recent 16xorder, and especially if she felt that our agents didn't provide the appropriate level of service It's not our intention to keep customers holding as we try to resolve issues, and I apologize if contacting us to resolve this issue was disappointing I will forward her feedback to our support team, and specifically to Desiree's supervisor According to our records, we have reprinted the 16xin question twice at no charge and issued a full refund for the original order I can't tell from [redacted] comments whether she wants the 16xreprinted again, but I hesitate to reprint it before addressing a few issues First, it would be good to know if there was any apparent shipping damage From [redacted] complaint, it sounds like the problem was manufacturing damage in all three cases, but I'd like to confirm that Second, I'm concerned about the quality of the image [redacted] is printing While the file size is large, the image itself is quite blurry and pixelated I'm worried that the print won't be satisfying, aside from any physical damage Lastly, the image appears to be anime artwork, and as such I would need assurance that [redacted] is the copyright holder or otherwise has permission to reproduce the image [redacted] can feel free to reach out to me to discuss these issues and get her concerns addressed.Once again, I am sorry for the inconvenience Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly###-###-####

I'm a bit confused as to why [redacted] rejected our response Her desired resolution was to receive a replacement calendar at no charge, and we have added credits to her account so she can fix the start month and order a replacement at no charge If she's upset that we didn't offer that resolution when she initially contacted us, it's because the agents who handled her request felt that she had ample opportunity to set, confirm, or correct the start month prior to placing her order Given [redacted] assertion that changing the start month is not clear, I double checked a couple scenarios on our site The page where you start a calendar on our site displays the calendar size and start month and year prominently, and our on-site previews show the month and year for each calendar page To avoid problems when editing an existing calendar, a warning appears if the start month is in the past, prompting the customer to set a new date I really am sorry if [redacted] didn't notice these attempts to ensure she received the calendar she wanted Sincerely, [redacted]

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with [redacted] Unfortunately the [redacted] back-end systems and tools are not integrated with Shutterfly, so I've reached out to a member of the [redacted] customer service team for assistance I'm confident that we'll be able to resolve this situation to [redacted] 's satisfaction I will attempt to locate [redacted] 's account using his email address If for some reason I am unable to do so, I will follwith [redacted] directly As [redacted] mentions, we don't offer phone support on [redacted] That said, [redacted] is welcome to contact me if he has any questions or comments And I would be happy to contact him when I have an update.Sincerely, [redacted] Director, Customer ExperienceShutterfly [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Thank you for the opportunity to comment on this situation. I'm very sorry Mr. [redacted] had a bad experience when trying to redeem the 10 free card promotion. I can assure Mr. [redacted] that the promotion was not a scam. Our 10 free card promotion... was very popular and was used by a huge number of our customers without incident. Actually, I'm a bit confused by this complaint. According to our records, Mr. [redacted] ordered 25 cards (not 35) and the 10 free card promotion was never entered in his account. If it had been entered prior to checkout, it would have applied to his order. Note that if the promotion had been added, it wouldn't have automatically changed the quantity ordered. If Mr. [redacted] had intended to take advantage of the promotion and receive 35 cards, he would have had to enter the promotion in his account prior to checkout and update his order quantity to 35. Mr. [redacted] is obviously dissatisfied with his order, so I would like to provide some accommodation. Unfortunately I can't issue a refund to make up for the lack of a 10 free card promotion, because Mr. [redacted] used another promotion that brought his order total to less than the price of 10 cards. As a token of our apologies, I have added a $15 gift certificate to Mr. ***' 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 pick-up or through our mobile apps.) I hope Mr [redacted] accepts this gift certificate and is willing to use us again in the future. If 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 Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience when trying to use our promotional offers Ultimately I think this comes down to confusion over the promotional offers Ms [redacted] receivedI'm sorry our agents weren't able to explain the details of the promotion more clearlyI'll provide a quick recap of why the promotions didn't apply as Ms [redacted] expected, and what actions were taken by the agents involved Typically we are able to honor promotions that customers forget to apply to orders if they contact us quickly enough and the promotion terms are metIn the case of the $off promotion, the terms stated that the $discount would apply to orders of $or more in merchandiseMs [redacted] used a free photo book promotion on her book order, so the $threshold wasn't met(I'm sorry that the agent thought it was a $offerThe promo code in the photo Ms [redacted] sent was obscured and looked like a code used for a $off promotion.) In addition, the free shipping offer in effect at the time had a $merchandise threshold, so free shipping didn't apply At some point in her correspondence with us, one of our agents added an $gift certificate to Ms [redacted] 's Shutterfly account as an accommodation for the confusion over the promo code As for the free shipping offer, I'm not aware of a free shipping offer from 12/17, although we did sent an email saying our economy shipping option was extended through that dayIn any case, the calendar order Ms [redacted] placed took advantage of a free calendar offer and would not have met the threshold for free shipping Other than shipping, the only charges on that order were for a Storytelling style (one of our premium styles that can be chosen at the start of the calendar- or book-making process)The fee for that style was refunded to Ms [redacted] as she did not realize the style she selected had a fee associated with it For future reference, the promotions we offer always have terms and conditions printed on them or included in the emailAnd customers can access the online version of the terms once they have entered the promo code in their account Once again, I'm sorry for any confusion or inconvenience that was causedI hope Ms [redacted] will consider using us again in the future and using the $gift certificate in her accountIf she has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your help Revdex.com showing Shutterfly they can not treat people the way they treated meAlso thank you Shutterfly for trying to correct the issueMaybe form now on instead of customers having to search for the details of your promos and item selections maybe you should have the requirements printed clearly with the promos and make sure they know what selections cost extra such as using a pop up window like most other company's so this confusion dose not happen to someone elsAlso instead of someone having to deal with 5+ reps to figure out one question maybe you should assign 2-reps to a case instead of letting the case float around to 5+ repsThank you once again Revdex.com and Shutter fly for resolving this issue

Initial Business Response / [redacted] (1000, 6, 2016/02/04) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her ornament card order It appears that this situation has been resolved, as a refund for the remaining balance of Ms [redacted] 's order was issued in early February I noticed that there are several ornament projects in her account with no pictureIf Ms [redacted] has any comments about site errors or unusual site behavior that she noticed when creating these ornament projects, I'd like to hear more about itWe have a warning on our site to alert customers to missing images, and it sounds like Ms [redacted] added pictures to her projects, so I'd like to better understand how she ended up with blank ornaments saved in her account If she has any comments about this, or any further questions, 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 the charges on her recent order To provide some context, Shutterfly requests an authorization for the amount of an order at the time the order is placed This results in the bank or credit card issuer putting a hold on the funds, pending the eventual charge, but no funds are transferred at that time We process the charge (and receive the funds) only after the order is completed and shipped I carefully reviewed the order in question and can find no sign of any error, either in the initial authorization or the eventual charge I can assure [redacted] that we didn't double-charge her, and we certainly didn't receive anything more than the $ [redacted] we authorized for this transaction I will be the first to admit if something in our system resulted in an excess authorization or charge While excess charges are extremely rare, we do see occasional cases where an authorization gets duplicated, but there is no indication of any kind that a duplicate authorization was requested here When I check the details I see one authorization on July and the eventual capture of funds on July 10, with no indication that anything unusual happened with the transaction I hesitate to suggest that any other entity is to blame for this situation, but it's not unheard of that the credit card processor or bank fails to properly clear an authorization when the charge gets processed If that's the case here, the authorization should expire after a period of time The exact amount of time depends upon the financial institution's policy, but it is typically about two weeks Hopefully this means any authorization that wasn't properly cleared has already expired I understand [redacted] request for us to refund the excess amount, but there simply is no duplicate or excess transaction in our records that we could refund.If [redacted] has any further questions or comments, she can feel free to contact me directly If the excess amount is still being deducted from her balance, I encourage her to contact me I may be able to reach out to her bank and assure them that our transaction has completed and that any funds still being reserved can be released.Sincerely,Mike LandrethSenior Director, Customer ExperienceShutterfly650-610-

Thank you in helping resolve the issue between myself and Shutterfly of **since my last rejection I have received the agreed on $ [redacted] check and have **shed itI truly feel without your intervention I never would have seen this desired outcomeThank you again, [redacted]

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I have heard this same response from Shutterfly at least 3-5 times..that "the check is in the mail". I reserve accepting this response until I actually receive the check. As 4 business days have passed since the processing of the check I am skeptical about actually receiving the check. I will contact you again mid week to let you know if the check has arrived and the matter is resolved. sincerely, ***

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 Christmas cards The timing on this order was very unfortunate, as it was actually delivered within the original delivery windowThe original window was 12/to 12/23, and the cards were delivered on 12/But that was after we had sent Ms [redacted] a warning that her cards might be late, prompting her to want to cancel them Given the circumstances, I think it's appropriate to issue a refund for the cardsI have requested a refund of $(the card total of $plus tax) be applied to her credit cardShe should see this refund on her next billing statement Once again, I'm sorry for the 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

Final Consumer Response / [redacted] (2000, 6, 2015/12/01) */ I spoke with an online Shutterfly customer service rep this past weekend and she credited back my credit card for the shipping cost so you can close this complaint