Shutterstock, Inc.

Dear *** ***:Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter On or about November *, 2014, the Complainant
created a Shutterstock account and received a confirmation email for signing upOn or about the same day, the Complainant contacted Shutterstock and requested removal of Complainant's email address from marketing emails, which Shutterstock promptly didUnfortunately, due to a technical error, Complainant did receive one additional marketing email the following day.On or about November **, 2014, I called the Complainant and apologized for the errant emailI also offered the Complainant a complimentary package of five Shutterstock imagesFollowing our conversation, the Complainant indicated that he considered this matter resolvedOn or about November **, 2014, a Shutterstock customer service representative called the Complainant to follow up and provided the complimentary package of images.Shutterstock believes this matter is now fully resolved. Please do not hesitate to contact me if you need any further information. Best,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

Dear *** ***:Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter. On or about November *, 2014, the Complainant,
*** ***, purchased a package of five images from Shutterstock and promptly downloaded all five imagesShe then downloaded a sixth image and was charged for a renewal of her package, which is an additional five imagesThe Complainant did not only "look" at the image, as alleged in the Complaint, but, rather, downloaded the imageFurther, the sixth image was not identical to an image she had previously licensed but, rather, a new image. The Complainant contacted Shutterstock on or about November **, and requested a partial refund for the four unused downloads, which was immediately providedLater that same day, after receiving the Complaint, Shutterstock contacted the Complainant and offered a refund for the remaining imageAs of November **, 2014, the Complainant received a full refund for the second package of five images. Shutterstock believes this matter is now fully resolved Please do not hesitate to contact me if you need any further information. Best,*** ***Shutterstock, Inc.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
Shutterstock emailed me it would give me a refundI still think their auto-renewal practices are wrong due to their lack of exclusivity at time of payment.
Sincerely,
*** ***

Dear *** ***, We are writing in further response to Complaint No*** (the "Complaint")Shutterstock has endeavored to respond to Complainant's Complaint quickly and amicably and is disappointed that Complainant does not view this matter as resolved, particularly as he received his desired settlement in full (See Complaint, wherein the Complainant stated: "I'm asking for a refund of the $I was charged for photos I didn't receive."). Notwithstanding the complete resolution of this matter pursuant to Complainant's request, the Complainant remains dissatisfied by what the Complainant claims is "fibs" told by ShutterstockWhile Shutterstock does not normally disclose its customer communications, we are providing a copy of the Complainant's November * correspondence in order to corroborate Shutterstock's initial response (see attached Exhibit A)The complete chronology of Complainant's correspondence with Shutterstock is as follows:November*: Complainant contacted Shutterstock, identifying his issue with downloading images and requesting assistance.November*: Shutterstock responded and informed the Complainant that he may redownload his content for a period of time following the initial download(This is the "same day" response to which Shutterstock referred in its earlier response in this matter). November*: Complainant sent a second email and stated that he still could not access the content. November**: Complainant sent a third email and stated that he had not received assistance.November**: Shutterstock redownloaded the content and attempted to provide it to Complainant directly. November**: Complainant responded and stated that due to the delay, he used another service and would not be using the content.November**: Shutterstock issued a refund to the Complainant, as requested.Following our further review of the correspondence, we believe that the discrepancy may be due to a time zone issue, as it appears that Complainant sent his initial email late on November* (his time), so it appears from Shutterstock records that it was actually sent on November*Accordingly, Complainant believes that Shutterstock is not being truthful when it states that Shutterstock responded the "same day"Notwithstanding that discrepancy, Complainant is correct that there was a delay in Shutterstock's second responseAs noted, Shutterstock refunded the Complainant's purchase in full and believes that this matter is fully resolved.Please do not hesitate to contact me if you have any further questions or concerns.Best,***

Dear *** ***,
Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter
Shutterstock initially determined that ***
*** (the "Complainant") reached out to Shutterstock in March of in order to obtain a license for use of images in connection with merchandise She purchased such a license on May **, The Complainant then reached out again in February concerning remaining downloads on the account, claiming that her business plans had changed and she had not used the image downloads, nor did she intend to use the downloads Shutterstock advised the Complainant that it would provide an extension on the time available to use the downloads or it would transfer her subscription to an alternative product but could not offer a refund
Following receipt of the present complaint, Shutterstock contacted the Complainant again on May **, and did not receive a response Shutterstock left two more voicemails for the Complainant between May **and May **, Shutterstock and the Complainant attempted to reach each other on May **, In Shutterstock's last message to Complainant on May **, 2014, Shutterstock advised the Complainant that Shutterstock had fully refunded Complainant's order
Shutterstock believes this matter is now fully resolved Please do not hesitate to contact me if you need any further information.
***

If you decide to create a contributors account please take not that when all your pictures keep getting instantly rejected and you decide you want to delete the account that the only way to delete it is through the contact us button and it doesn't workYou will keep getting an email saying that the host does not receive emails from the domain your email is linked to which is ironic since it is the same one that you sign up with

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
***
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Dear *** ***,
Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter
The complaining party, ***
*** (the "Complainant"), reached out to Shutterstock for the first time on September **, 2014, the same day as her initial purchase and the auto-renew charge, to request a refund of US $She reached out directly to a customer service representative and the refund request was granted the same day.
Shutterstock believes this matter is now fully resolved Please do not hesitate to contact me if you need any further information.
Best,
*** ***
*** ***
*** ***

Revdex.com:
When Shutterstock legal deptcontacted me, they stood by their decision to charge me for one pictureThe next day, November ** is when I was notified that they would refund me the entire amount.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

Dear *** ***:Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter We will first provide background about Shutterstock's
process for licensing clips of this nature, including so-called "comps"When a customer elects to download a comp, the resolution size is not listed on the download page because these sizes varyAfter the clip is downloaded, the customer can see the resolutionIf the customer then elects to license the clip, he must do so by selecting an option from the licensing page, where the resolution is clearly set forth (i.e., HD, SD or Web)The customer can also see the resolution listed when the clip is downloadedIn this instance, the resolution of the comp clip is in between the "SD" and the "Web" size. When the Complainant contacted Shutterstock about this issue, he was given a full refund for the purchase with which he was not satisfiedIn the event the Complainant would be satisfied by licensing the "SD" version of the clip, Shutterstock could provide that but would not be able to provide it at the lower file sizeFurthermore, the comp clip at the size the Complainant prefers is not available without a watermark and it is not technically feasible to provide it to the Complainant.In an effort to resolve this matter, I reached out to the Complainant on or about May **, I left him a voicemail and requested that he call me so that we could discuss the best resolutionShutterstock would like to work with the Complainant to provide a satisfactory clip, to the extent it is technically possibleTo date, I have not heard back from the Complainant, but Shutterstock remains open and available to resolving this matter.Please contact me if you have further questions or concerns.Best,***

Dear Ellie George,
I am Corporate Counsel at Shutterstock, Inc
("Shutterstock") and we are writing in response to Revdex.com Complaint ID *** (the "Complaint") Promptly after receiving the Complaint, Shutterstock investigated this matter *** *** (the "Customer") opened an account with Shutterstock on January *, and purchased a subscription the same day, at nearly the same time The Customer then downloaded five images in less than an hour and was sent an email notification after he downloaded the fourth image, advising him that he had one download remaining in his account Customer's subscription with Shutterstock was renewed after he downloaded his fifth image and he was immediately sent a payment confirmation by email The Customer then downloaded a sixth image Based upon Shutterstock's records, the Customer's fifth download, subscription renewal, payment and sixth download all occurred within seconds of each other.
On January **, 2014, the Customer called Shutterstock to inquire about the second payment of $ A Shutterstock representative explained the charge to him and offered him a partial refund of $for the four unused downloads from the renewed subscription On January **, 2014, the refund was processed and the money was refunded to the Customer
On February **, 2014, Shutterstock refunded the remaining $from the renewed subscription, and that subscription has now been fully refunded Shutterstock sent an email to the Customer the same day to confirm the full refund We have not received a response or any further communication from the CustomerShutterstock believes that this matter is now fully resolved Please do not hesitate to contact me if you have any further questions or concerns
Best regards,
***

Dear *** ***,
Shutterstock, Inc("Shutterstock") is hereby responding to Revdex.com Complaint #*** (the "Complaint")Promptly upon receiving the Complaint, Shutterstock investigated this matter
Shutterstock determined that the customer, ***
*** (the "Customer"), purchased a five-pack license on or about June **, Shortly thereafter, the Customer licensed five video clips by selecting "Download All"However, the Customer only downloaded four out of the five clips to his computer; the remaining clip was fully licensed and was in the Customer's download history, available for useThe Customer was frustrated that he had licensed all five clips when he did not actually download all of themOn separate calls to Shutterstock, he spoke with three customer service representatives, who advised him that the clips had been licensed when the Customer clicked on the "Download All" button and it was not possible to issue a refund
Following Shutterstock's receipt of the Complaint, a fourth customer service representative reached out to the Customer on July *, and advised him that even though the clips had been fully licensed, Shutterstock would issue a refund for the fifth clip in an effort to resolve this matterThe Customer advised Shutterstock that he had purchased another clip (a sixth clip) because he had not received a refund quickly enough and Shutterstock refunded the sixth clip as wellAt this time, Shutterstock has offered to refund both the fifth and sixth clip in an effort to resolve this matter
I called the Customer today to confirm that this matter had been fully resolved and he stated that he considered it resolved.
Please do not hesitate to contact me if you need any further information.
Best,
*** ***
Shutterstock, Inc
*** ***

Dear [redacted]:Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted] (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter.  On or about November*, 2014, the Complainant created a...

Shutterstock account and downloaded two images. Complainant contacted Shutterstock that same day and stated that he could not access his downloaded images. Shutterstock responded the same day and advised the Complainant that the images were available for redownload at his convenience. Unfortunately, it appears the Complainant did not redownload the images and used an alternative service due to what he perceived as a time delay on the part of Shutterstock. On November**, 2014, Shutterstock reviewed this matter and issued a full refund for $29, which is the total value of the two licensed images. Shutterstock sent the Complainant an email to confirm the refund on November**, 2014.Shutterstock believes this matter is fully resolved.  Please do not hesitate to contact me if you need any further information. Best,[redacted]

Dear [redacted],
I am Corporate Counsel at Shutterstock, Inc....

("Shutterstock") and we are writing in response to Revdex.com Complaint ID [redacted] (the "Complaint").  Promptly upon receiving notice of the Complaint, Shutterstock investigated this matter.  We identified one earlier phone call and three emails between the customer, [redacted] (the "[redacted]"), and Shutterstock's [redacted] Service department, all of which were promptly addressed by Shutterstock. After receiving the Complaint, Shutterstock reached out to the [redacted] again.
On January **, 2014, using the email address provided with the Complaint, I emailed the [redacted] to advise her that we were looking into this matter and to ask for her Shutterstock username to assist with our investigation (see attached email). 
On January **, 2014, the [redacted] responded to my email and described the issue, as set forth in the Complaint.  She also provided her Shutterstock username.  
On or about January **, 2014, using the phone number provided with the Shutterstock account, a Shutterstock representative spoke with the [redacted], but could not communicate effectively due to a language barrier. Nonetheless, the [redacted] said she understood that the representative was calling from Shutterstock and was offering to help. The [redacted] and the Shutterstock representative agreed that the Shutterstock representative would write the [redacted] an email with the representative's phone number and that someone who speaks English would call the Shutterstock representative back to resolve this matter.
On January **, 2014, I emailed the [redacted] using both the email addresses provided with the Shutterstock account and the Complaint, and advised the [redacted] that a Shutterstock representative was attempting to reach her in order to resolve this matter. I asked the [redacted] to please let me know when she was able to speak with the Shutterstock representative. (See attached email.) I have not received a response to my most recent email.
On January **, 2014, having received no response from the [redacted] to a phone call and an email, the Shutterstock representative attempted to call the [redacted] again and did not receive a response.
Shutterstock would like to rectify this issue, but has not been able to reach the [redacted] despite multiple attempts. Please let us know what further steps we may take in order to reach the [redacted] and resolve this matter.  We look forward to hearing from you.
Best regards,
[redacted]

Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted] (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter.  
The Complainant originally purchased an on-demand package of five images on...

or about 7/**/2013, which auto-renewed the same day when he downloaded his fifth image. The Complainant's package then renewed again on or about 7/**/2014.  The Complainant did not contact Shutterstock with respect to any renewals until after 7/**/14. The Complainant was advised that Shutterstock will provide refunds for its on-demand packages for up to six months from the date of purchase. Upon contacting Shutterstock, the Complainant was promptly provided with a refund of the charge from 7/**/14 and advised that the 2013 charge could not be refunded due to the lapse of time. In exchange, Shutterstock provided the Complainant with a complimentary on-demand package of five images.
Following receipt of the present Complaint and Shutterstock's investigation, in an effort to resolve this matter, Shutterstock contacted the Complainant on or about 8/**/14 and provided the requested refund for the initial renewed package from 2013. The Complainant confirmed that he would withdraw the present Complaint upon receiving the requested refund. 
Shutterstock believes that this matter is now fully resolved.  Please do not hesitate to contact me if you have any questions or concerns.
Best,
[redacted]

Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint # [redacted]. Promptly upon receiving the Complaint, Shutterstock investigated this matter. Complainant stated that he mistakenly purchased a “5 pack” of Shutterstock Images.  He then...

sought to retroactively apply a discount code following such purchase. Shutterstock denied such retroactive application and has since refunded the entire amount of the purchase price.Shutterstock believes this matter is now fully resolved.  Please do not hesitate to contact me if you need any further information. Regards,[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 me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
Shutterstock, Inc. ("Shutterstock") is hereby responding to Revdex.com Complaint #[redacted]. (the "Complaint"). Promptly upon receiving the Complaint, Shutterstock investigated this matter.
The complaining party, [redacted] (the "Complainant"),...

reached out to Shutterstock concerning this issue on September *, 2014, to request a refund. Given that the initial renewal occurred on August **, 2013, it was over one year old. Shutterstock offered him an additional year to complete the downloads available through the subscription, which he declined. The requested amount (US $1631.04), was then refunded in full on or about September **, 2014. Shutterstock attempted to contact the Complainant to ensure his receipt of the refund, but has not been able to reach him. 
Shutterstock believes this matter is now fully resolved. Please do not hesitate to contact me if you need any further information.
Best,
[redacted]