Shutterfly, Inc.

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent photo book order.
After reviewing the situation, it's certainly reasonable for [redacted] to request a refund for the delayed books.  We were not able to get...

the books delivered as originally promised, and for that I am very sorry.  Especially since the books were intended as gifts and could not be given out as desired.
A total refund of $[redacted] will be issued for this order.  This represents 50% of the original order total of $[redacted], plus an additional $[redacted] for the last book.  This refund should appear on [redacted] next billing statement.
Once again, I am very sorry for this delay and any inconvenience it caused.  I hope [redacted] accepts our apology 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

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

Complaint: [redacted]I am rejecting this response because:
The issue has not been resolved. Here is my Wife's information. I 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]

Initial Business Response /* (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 orders. I'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 /* (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 4x6 photos 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 /* (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 normal 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

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience with her recent orders.
I checked our records and found a variety of issues (missing gift boxes, late orders, missing items).  I am very sorry for these errors and the inconvenience...

and frustration they caused [redacted].
That said, it appears that the agents involved took corrective action on these issues.  The missing gift boxes (at least, the ones that had been ordered) were replaced and [redacted] was not charged for them.  The late or missing items were replaced and expedited.  Overall, it appears that [redacted]'s issues were addressed.
That said, I realize this was a bad experience.  As a token of our apologies, I have added a $** gift certificate to [redacted]'s 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 [redacted] accepts this gift certificate along with our apologies and is willing to use us again in the future.  And if there are any issues that were not addressed, or if she has further questions or comments, she can feel free to contact me directly at the number below.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2015/11/18) */
Thank you for the opportunity to comment on this situation. I'm very sorry we did not live up to our commitment to deliver Ms. [redacted]'s book as promised.
Our policy for this type of delay is to refund the shipping cost and/or a portion of...

the order depending upon the situation. Requesting a full refund implies that the book is no longer of use due to the delay, and would require that the order be returned.
Given the situation, I would propose a compromise. I can issue a site credit for the balance of the order without requiring that the book be returned. Hopefully this will be acceptable to Ms. [redacted].
Since we already issued a shipping refund of $20.32, I have added a $75 gift certificate to Ms. [redacted]'s 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 Ms. [redacted] accepts this gift certificate along with our apologies.
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 /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am still disappointed by the failure to deliver my shipment by the guaranteed date (my shipment arrived six days late), but I appreciate Shutterfly's response, as well as, the refund of my shipping costs and the gift certificate.

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 $** 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 pick-up or 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]
650-610-3581

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for the opportunity to comment on this situation. I'm sorry Ms. [redacted] had a bad experience with the wall art she ordered and the process of getting a refund.
Not that it matters, but I have a couple points I'd like to clarify. ...

From what I can tell, the wall art should have previewed with the white border prior to ordering. (It previews that way currently.) Based on the information I have access to, it wasn't defective or different than what was ordered. If Ms. [redacted] didn't like the border, she could have removed it using our cropping tools prior to ordering. This could have also been fixed prior to reordering if Ms. [redacted] had wanted a reprint.
I'm assuming our refusal to pay for the return shipping was prompted by the fact that the order was fulfilled as it was ordered, and Ms. [redacted] was asking for a full refund rather than a no charge reprint.
In any case, I would like to find a way to accommodate Ms. [redacted]' request for compensation. Unfortunately my ability to issue refunds is limited to the amount she paid, and we've already issued a full refund for the order. If Ms. [redacted] would like to give me a call, we may be able to find an accommodation that she will be happy with.
I look forward to hearing from Ms. [redacted] and getting this situation resolved.
Regards,
[redacted]
Director, Customer Experience
Shutterfly
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not acceptable to me. I asked multiple times for a return shipping label so I could return this defective item. This company requires people to pay shipping (sometimes very hefty prices for shipping), and some of their items are very large.
All I'm asking for is my money back. I spent almost $23 for something I wanted until they sent me the wrong item. There's no way this is supposed to be how it looks as the border was different sizes on each side.
I had expected better service, and frankly a better tone, from a company I had previously been very satisfied with and loyal to.
I'm not satisfied with this response and am asking that they refund the amount of money I had to pay to return a defective item.
Final Business Response /* (4000, 9, 2015/10/13) */
I'm sorry Ms. [redacted] didn't accept my response. I really don't mean for this to sound contentious, but I'm a bit surprised at this, since my response was to contact me so we could find a way to work it out.
If Ms. [redacted] isn't interested in contacting me to work it out, then I'll take what I think is an appropriate action. We could argue about whether Ms. [redacted] should have noticed the white border prior to shipping, why the borders are different size, and whether it's appropriate for us to pay the return shipping, but ultimately what's obvious is that Ms. [redacted] is upset with us and unhappy with the treatment she received.
Given that I can't issue a refund for more than was paid on an order, I have added a $25 gift certificate to Ms. [redacted] 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 am truly sorry Ms. [redacted] was frustrated with our service. I hope she accepts this gift certificate and is willing to use us again in the future.
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 add that a post placed on [redacted] (before I contacted the Revdex.com) complaining about this, generated several similar complaints from other long-time users of Shutterfly. I do appreciate the credit, but feel that Shutterfly would do well to survey and contact their other customers and see whether or not I am a "one-off" in my feelings, or if there is general dissatisfaction and a willingness to move elsewhere for the services Shutterfly provides.
Sincerely, [redacted]

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** 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 sign-up offers (for prints and address labels) expiring on [redacted]  The remainder of the promotions in her account expire in [redacted] and [redacted].
If [redacted] has any further problems taking advantage of these promotions, she can feel free to contact me directly.
Regards,
Mike LandrethDirector, Customer ExperienceShutterfly650-610-5256

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for the opportunity to comment on this situation. I'm very sorry Ms. [redacted] had such a frustrating experience with the delivery of her photo book.
Ms. [redacted]'s book was affected by a temporary fulfillment problem. Normally our...

system handles these types of errors quickly and without any noticeable delay to the customer. I'm very sorry this delay was so significant, and that we didn't do a better job keeping Ms. [redacted] informed about the status of her book. Having the book be delayed over a month is unacceptable, especially when it was intended as a gift.
According to our records, both the original book and a replacement were shipped during the fourth week of June, and a refund of $46.83 was issued to cover the cost of the book.
As a gesture of our apologies for this delay, I have added a $50 gift certificate to Ms. [redacted]'s Shutterfly account. I know this won't make up for the inconvenience she suffered, but I hope it will demonstrate that we are truly sorry.
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 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 /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think this is a fair resolution.

Initial Business Response /* (1000, 5, 2016/01/28) */
Thank you for the opportunity to respond to this complaint.
Unfortunately I am unable to comment without additional information regarding the nature of the complaint. If Mr. [redacted] has specific questions or concerns about our Terms and...

Conditions, he can feel free to reply to this complaint or 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] was unable to download her images as she desired.
I can understand [redacted] comments, but just to be clear on this topic, historically we have never advertised or offered the ability to download the...

full resolution version of photos uploaded to our service.  We have offered a variety of ways to download lower resolution versions, but our main focus has been securely storing our customers' images and making them available for the products and services available on our site.
That said, we are in the process of rolling out a new interface called Shutterfly Photos.  It allows customers to download full resolution photos directly to their desktop (or downloads folder).  We are rolling this functionality out gradually, and it appears this functionality is currently available to [redacted].
If she signs in to her account and clicks on the My Photos link at the top of the My Shutterfly page, she can navigate to the desired photos, click to view them at a larger size, and then click the download icon at the bottom-right of the page to download the file to her computer.
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 Mrs. Waggaman had a bad experience with her calendar order.  It was unfortunate that the original order was lost in transit, and I can understand how upsetting it was for the replacement order to be incorrect,...

especially since we weren't able to correct the error and replace the incorrect calendar before Christmas.  And I apologize if our agents didn't handle the situation appropriately and gave the impression that we were unwilling to help.
According to our records, we issued a full refund of [redacted] order on [redacted] 24.  In addition, we added credits to[redacted] account for three 8x11 wall calendars so [redacted] could reorder the calendars she needed.  To make sure these credits are useful, I have extended the expiration date to[redacted] and added a free rush shipping credit, also good through [redacted].
I hope [redacted] accepts these credits along with our apologies for the poor experience she had and is willing to use our services again in the future.
If [redacted] 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 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 $[redacted], so the total refund equals the order total of $[redacted].  This refund should appear on [redacted] next billing statement.  In addition, one of our agents added a $** 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

Thank you for the opportunity to comment on this situation.  I'm very sorry [redacted] had a bad experience trying to use her photo book promotion.
I was a bit confused about [redacted] statement regarding requiring an approval before a photo book order would be processed.  We don't...

require any approvals other than a credit card authorization when an order is placed.  That said, it appears [redacted] was referring to our Make My Book service, in which customers submit pictures and we build their photo book for them.  This process does take 3 days to complete, at which time the book is presented to the customer so they can do any further customizations and place their order.  I'm sorry that the timing of the Make My Book service conflicted with the expiration of the promo.
According to our records, we accommodated [redacted] request for a promo extension on July 8.  Her free book promo now has an expiration of August 6, [redacted].  Based on the notes, it appears that our initial refusal to extend was based on a different promotion that couldn't be extended.  I'm sorry if this was a misunderstanding.  And I do apologize if our email response was delayed - our response time is typically well under 24 hours.
The notes mentioned that [redacted] had inquired about the extra pages and we recommended she use a promotion that was running through July 9.  Since this promo has also expired, I extended it through August 6 to match the [redacted] promo.  This promotion was for up to 91 extra photo book pages at no charge.
By the way, the promotions issued by [redacted] typically have longer expiration dates.  The promotion code series that [redacted] received was reaching it's end.  I appreciate [redacted] bringing this to my attention.  I'll reach out to our promotion department to ensure that [redacted] is issuing promotion codes with the full expiration period.If [redacted] has any further questions or comments, she can feel free to contact me directly.Sincerely,Mike LandrethDirector, Customer ExperienceShutterfly650-6**-5256

Initial Business Response /* (1000, 5, 2016/01/27) */
Thank you for the opportunity to comment on this situation. I'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 create. It's one of the first things...

customers are asked to do when starting a calendar. I can't comment on how the error occurred, but Ms. [redacted] created and ordered a calendar with a start date of January 2015.
It appears that this situation has been resolved, as we provided Ms. [redacted] with a replacement calendar credit the same day this complaint was filed. Ms. [redacted] ordered the replacement calendar on January 16.
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 error. I 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 $10 gift certificate to her 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 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 /* (2000, 7, 2016/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the $10 gift certificate. I appreciate that. It is beyond me why this company insists that this is a customer error. Why is a 2015 calendar even available once it has turned into 2016?? I'm not the only one who has had this issue. If 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 2015 is a really poor customer experience.

Thank you for the opportunity to comment on this situation.  I'm very sorry Mrs. Velazquez 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 Mrs. Velazquez ordered was the slim case...

without a liner.  The app shows the cases with liners as $54.99 and the cases without liners as $44.99.  Mrs. Velazquez was charged $44.99 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 Mrs. Velazquez contacted added a free case to her account, and I added a free Economy shipping credit.  These credits will allow Mrs. Velazquez to order a case with a liner at no charge.  They are good through March 29, 2018.
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 Mrs. Velazquez 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]