Shutterfly

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ Thank you for the opportunity to comment on this situationI'm very sorry Ms [redacted] had a bad experience with her Shutterfly order I didn't realize that the complaint involved an order through the Shutterfly mobile appUnfortunately I don't have access to the tools necessary to investigate and resolve mobile app complaints I have reached out to the mobile support team for assistance and should hear back from them within the next day or twoI will update this complaint as soon as I have more informationI apologize for the delay, and hope to have this situation resolved promptly Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 7, 2015/12/23) */ Thank you for the opportunity to comment on this situationI'm sorry to hear Ms [redacted] had a frustrating experience with the Groovebook service 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 investigate why no book was sent, cancel the account, and issue credit for any monthly charges that aren't associated with a book being sent 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 Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's their company, they need to take responsibility for themThere are people who are really upset because they are cheating their customersI don't want to work with anyone at Groovebook only Shutterfly Final Business Response / [redacted] (4000, 11, 2016/01/15) */ I wasn't saying that Ms [redacted] had to work with GroovebookI was just pointing out that I don't have access to the tools to resolve the issue and I would need to work with them to get it resolved At this point, it's probably best if I speak to Ms [redacted] directlyI just noticed that she had filed a Revdex.com complaint back in MayAt that time, we confirmed that her account was closed, but obviously there continue to be problems with this accountPlus, the account in question has a different name and shipping address than the one on this complaint, and I'd like to understand whether that is an error or intentional The previous complaint listed a phone number, so I will give Ms [redacted] a call next weekShe can feel free to give me a call as well at the number listed below, although I am in meetings for the rest of the day and then out of the office until Tuesday due to the holiday I'm sure we can get this situation resolved, and I'm sorry this has been such a frustrating process for Ms [redacted] Sincerely, [redacted] Director, Customer Experience Shutterfly XXX-XXX-XXXX