Shutterfly

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her reusable bag order The domestic shipping prices we charge are based on a variety of factors, and include a handling component We try very hard to price our shipping fairly and competitively, and we don't vary our shipping prices depending upon whether items are free That said, we do review our shipping pricing from time to time, as conditions, costs, and fulfillment practices change We will be reviewing a variety of shipping prices later this year, and I will make sure our shopping bag prices are part of the review Unfortunately, I am unable to issue the requested refund The order was placed more than months ago, which is beyond the time frame where we can issue a refund [redacted] agreed to the charges at the time she placed the order and didn't express any subsequent concerns over the quality or value of the product itself 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, 2015/11/04) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had a poor experience with her book and our reactions to her requests for assistance I don't have any insight into where the problem occurred or whether it was a problem in our system or an oversight by Ms [redacted] , but the book that was ordered and the corresponding saved project currently in Ms [redacted] 's account both have soft covers In any case, the main issue here is that Ms [redacted] is dissatisfied with the soft cover version and would prefer a hard cover bookWe recently implemented a policy that involves charging a fee when a customer makes what appears to be an avoidable errorI'm sorry if Ms [redacted] was unhappy with the way this policy was applied to her situation Given the fact that Ms [redacted] was unaware that the book was soft cover, combined with the fact that she has been a long-time loyal customer, it's appropriate for us to waive the both requirement that she return the unsatisfactory product and the processing fee that would normally apply If she hasn't returned the book already, there is no need to do soI will add product credits to Ms [redacted] 's account so she can order a hard cover version of the project at no charge, including free Economy shippingWe'll absorb any difference in price between the soft and hard cover as part of our apology for the poor experience she hadShe will need to go into the saved project and update the cover type accordingly prior to placing her orderThe credits in her account are good through January 4, If Ms [redacted] has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had a bad experience when trying to rectify the problem with her order According to our records, we issued refunds for the incorrectly shipped items at the end of August, and Ms [redacted] reordered the items on October (using free rush shipping and a better discount) I noticed in the notes that Ms [redacted] inquired about her refund when she called in early OctoberIf she still hasn't seen the refund reflected in her account balance, she should give me a call so we can investigateIt should have showed up soon after the refunds were approved in late August Once again, I'm sorry for any inconvenience this caused Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Thank you for sharing [redacted] 's response I'm sorry to hear she continued to experience problems with the promotions It appears the free shipping promotion expired while [redacted] was trying to take advantage of it After seeing this response, I attempted to contact [redacted] by phone and left a voicemail Here's a recap: -I explained that the free shipping offer likely expired while she was working on her order and asked for details about what time she noticed this behavior -I added a free shipping promotion to her account, good through [redacted] *** This promotion will allow [redacted] to get free economy shipping on her order regardless of whether the SHIP [redacted] promotion is offered -I explained that removing the prints dropped her merchandise total below $**, so if she wanted to take advantage of SHIP**, she might want to add them back (This is now less critical since I added the free shipping promotion to her account That promotion is not dependent upon order value.) [redacted] hasn't placed her order yet - hopefully she'll be able to do so soon As a reminder, [redacted] has a 40% off promo that expires on [redacted] and new user sioffers (for prints and address labels) expiring on [redacted] *** The remainder of the promotions in her account expire in [redacted] and *** If [redacted] has any further problems taking advantage of these promotions, she can feel free to contact me directly Regards, Mike LandrethDirector, Customer ExperienceShutterfly650-610-

Thank you for the opportunity to comment on this situation I'm very sorry MsBecker 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 MsBecker that we didn't double-charge her, and we certainly didn't receive anything more than the $that was authorized for this transaction I will be the first to admit if something in our system resulted in an excess authorization or charge, but I can't find anything unusual about this transaction While excess charges are extremely rare, we do see occasional cases where an authorization gets duplicated, but there is no indication that a duplicate authorization was requested here When I check the details I see one authorization for $requested when the order was placed on December 31, and one settlement of that authorization (where the $was actually transferred to us) on January when the order was shipped.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 two weeks or less Hopefully this means any authorization that wasn't properly cleared has already expired.I understand MsBecker's 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 MsBecker 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 [redacted] Senior Director, Customer ExperienceShutterfly [redacted]

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]

Hi [redacted] We are very sorry to hear that you were not happy with your prints and apologize for this sub par experience with us Please note that we have processed a refund in full for the order One thing I wanted to mention is that we do not crop the photos for the prints When the orders are received on our end, we print them and cut according to how they were submitted by the customer Between the level of automation used in the production process and any photos that were not completely cropped I am confident that is why you ended up with a product you are unhappy with Again we apologize Please know that we truly value you as a customer and appreciate you using Shutterfly If you have any further questions or need assistance please feel free to let me know Kind Regards, Levi [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Thank you for the opportunity to comment on this situation While I'm sorry Ms [redacted] experienced an overdraft on her account, I am unable to compensate her for it Ms [redacted] placed her order on June The order was placed on hold after the credit card failed to authorizeAfter unsuccessful re-tries, the order was successfully authorized on June At that time, the necessary funds were available in Ms [redacted] 's account and a hold was placed on them pending the eventual completion of the order The order completed on June and Ms [redacted] 's card was successfully chargedAll of the information available to us indicates that this transaction was processed and completed on June Unfortunately we have no control over the time required by the intermediary credit card processors and/or Ms [redacted] 's bank for the transaction to actually affect her account balanceNor is it our responsibility to safeguard against any additional use of the card by Ms [redacted] , beyond obtaining the authorization It seems to me that the process of obtaining an authorization and holding it until the transaction is complete should protect Ms [redacted] against such overdraftsShe may wish to check with her bank regarding the details of how this situation occurred If Ms [redacted] has any further questions or concerns, she 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 Ms [redacted] 's order was not fulfilled as promised I checked the order details and found the following: -Ms [redacted] 's birthday cards were eventually shipped, although they were very lateShe should have ended up with two sets of the birthday cards, both delivered in late September -The stationery set was never fulfilled, and likely caused the delay in the card fulfillmentWe had an error on our site earlier this year and had to remove the stationery sets Ms [redacted] orderedUnfortunately, if someone already had the sets in the cart or were working on ordering them, they could still place their orderMs [redacted] should have received an email from us regarding this problem - I apologize if that wasn't the case -Unfortunately we won't be able to fulfill the stationery set until the error affecting that product is correctedMs [redacted] 's order for the set has been cancelled -The only good news in all of this is that Ms [redacted] was never charged for any of the items in her orderNeither the cards she received or the stationery set that was cancelled I am very sorry for the inconvenience this caused, and also that our agents weren't able to provide these details when Ms [redacted] contacted usIf 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, 5, 2016/01/27) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her calendar order Our site allows customers to select the start month of any calendar they createIt's one of the first things customers are asked to do when starting a calendarI can't comment on how the error occurred, but Ms [redacted] created and ordered a calendar with a start date of January It appears that this situation has been resolved, as we provided Ms [redacted] with a replacement calendar credit the same day this complaint was filedMs [redacted] ordered the replacement calendar on January We did not provide free shipping for the replacement order, either because the original calendar was free or because the agents still considered this to be customer errorI realize Ms [redacted] was frustrated and disappointed with this situation, so as an apology and to help defray the amount paid for shipping, I am adding a $gift certificate to her 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 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, 2016/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the $gift certificateI appreciate thatIt is beyond me why this company insists that this is a customer errorWhy is a calendar even available once it has turned into 2016?? I'm not the only one who has had this issueIf you insist on selling a past year product, add some warnings, to your process - just telling me that I had a preview to look at and that it was my fault that it printed as is a really poor customer experience

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her recent print order [redacted] has been a good customer for many years, and I'm sorry the agents she spoke with didn't accommodate her request While it is difficult to update the shipping address once the order has been processed for shipping, we could have simply reprinted the order and sent it out again, which is exactly what I'm going to do If [redacted] is interested, I would like to get some details regarding her order I'm not aware of any bugs on our site that would cause the shipping address to change, and I'd like to understand exactly what happened when [redacted] placed her order so I can investigate further If she has time, she can feel free to give me a call at the number below.Sincerely, [redacted] Director, Customer ExperienceShutterfly [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Unfortunately I am unable to comment on this complaint because I could not locate the order in questionThe email address provided is associated with an account that has never ordered from usI couldn't find any record of contact from this address, and there are too many customers named [redacted] for me to find the order searching by name If Ms [redacted] can please provide the order number or the email address associated with the account, then I can investigate further There are situations where only partial refunds are providedThese typically involve cases where the customer makes an error and chooses to return the productOnce I have more details I can comment appropriately Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email associated with my account is [redacted] @hotmail.com.I was finally refunded 50% of my total order but I think I should of received 100% as the product was not acceptable Final Business Response / [redacted] (4000, 9, 2016/01/26) */ Thank you for supplying the email addressI was able to locate the orders in question The reason a 50% refund was issued is because it is our policy to split the cost of orders that are unacceptable due to customer errorIn this case, the photos used on the blankets were blurry Our policy allows for exceptions if the customer could not reasonably have been aware of the problemI will make an exception in this case, as Ms [redacted] clearly expected to get better results despite the low quality of the photos selectedShe placed the orders in good faith, and returned the unsatisfactory product Two additional refunds of $will appear on Ms [redacted] 's next billing statement, thus refunding both orders in full 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 Final Consumer Response / [redacted] (2000, 11, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response / [redacted] (2000, 6, 2015/10/15) */ They have refunded my fee and canceled

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had such a bad experience with this order We try to estimate delivery times accurately, and we certainly failed in this instanceNot only did the order take longer to fulfill than expected (shipping a day later than it should), but it was sent via the wrong method, as Ms [redacted] indicatesIt should have shipped via overnight, and it was obviously an error that it was shipped via FedEx Home Delivery Given this situation, I agree that it's appropriate to refund the entire orderI have requested an additional refund of $be issued, which will bring the total refund to the order total of $This refund should be issued within the next few days Once again I'm sorry for any inconvenience we causedI hope Ms [redacted] was able to get the prints framed as she desired, and I hope she's willing to use our services again in the future If Ms [redacted] has any further questions or comments, she can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Initial Business Response / [redacted] (4000, 9, 2015/12/30) */ Thank you for the opportunity to comment on this situationI'm sorry Ms [redacted] had such a frustrating experience with the delivery of her book While I'm happy Ms [redacted] confirmed the book was delivered on December 17, the fact remains that it was originally promised for December The book was delayed due to a manufacturing error in our production lab, and Ms [redacted] should have received an email advising her of the situationIt sounds like she never received any notification from usI'm very sorry for the delay and the lack of notice, not to mention the difficulty Ms [redacted] had in resolving the issue Given that the order was late, I have requested a refund of $for the shipping charges she paid ($plus tax)This refund should appear on Ms [redacted] 's next billing statement 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, 11, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will continue to do Business with Shutterfly since they have acknowledged an issue with their communication strategyAn email would have resolved this whole complaint, and I would have been prepared to receive the book on the 17th and not the 14th I am happy with this result

Thank you for the opportunity to comment on this situation I'm very sorry [redacted] had a bad experience with her order of graduation announcements While it's a bit beyond our policy, [redacted] request for a full refund seems reasonable due to the problems with her order and our inability to rectify the situation in a timely manner It took us about a week to supply the missing envelopes, by which time the graduation was the next day I agree that this was unacceptable I have issued a refund for the remainder of the order (we already refunded the shipping charges for the envelopes) [redacted] should see this refund on her next billing statement.Once again, I'm sorry for the inconvenience and frustration we caused 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, 2015/11/19) */ Thank you for the opportunity to comment on this situationI'm very sorry the [redacted] had a bad experience with their recent card order According to our records, it appears this situation has been resolvedWe added product credits to the account so a reorder could be placed at no charge, and subsequently adjusted the credits so a different type of card could be orderedThe replacement order was placed on November and delivered on November If the [redacted] have any further questions or comments, they can feel free to contact me directly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After talking with multiple customer service representatives Shutterfly offered to reprint the cards for freeWe are happy with outcome and will continue to use 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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The response did not have a clear resolution at this time Sincerely, [redacted] ***