Complaints

This profile includes complaints for Shutterfly, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shutterfly, LLC

  10 Almaden Blvd #900 San Jose, CA 95113-2268

• 

  Shutterfly

  1000 Shutterfly Blvd Fort Mill, SC 29708

• 

  Shutterfly, Inc.

  10400 Viking Dr Ste 160 Eden Prairie, MN 55344

• 

  Shutterfly, Inc.

  8915 Wald Houston, TX 77034

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,My order 027063993403-700003 from June 2 never shipped. I attempted to chat three times, got disconnected twice. The third time the *** cancelled the wrong order. Need a refund for the above referenced order in the amount of $18.71

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to address this matter. We are sorry to hear ********** experience with her order did not meet expectations. 
  
  After further research, we can confirm that the order ******** intended to be canceled (027063993403-7000036) had shipped on June 3, 2025. Due to it's fast turnaround time, we would have been unable to cancel the order when she contacted us on June 13, 2025. However, based on tracking information from the order (**********************), we see an error was encountered on our end that prevented delivery.  With this in mind, a refund of $18.71 has been issued and will be received within approximately 710 business days, depending on her financial institution. 
  
  As an additional token of our apology, a $10.00 gift certificate has been added to her Shutterfly account. This certificate is ready for use, has no expiration, and will automatically apply toward future orders placed through our website or app (excluding in-store pick-up). 
  
  We hope this gesture reflects our appreciation for her business and provides a more satisfying resolution. If there are any further questions or concerns, we welcome a reply to this message and would be happy to help. 
  
  Best regards, 
  ******* *. 
  Specialty Work Representative 
  Shutterfly Customer Success 

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance.
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered graduation cards from Shutterfly. I uploaded about 70 addresses to Shutterfly. They accepted only some of the addresses and I had it send the cards directly to those addresses. I also ordered additional cards to send myself for the ones that didn't work. I couldn't tell which addresses it sent the cards to. It gave some names but there were many duplicate surnames, so I needed the addresses to tell where the cards were sent. I contacted customer service and they said they couldn't provide tracking information nor the addresses where the cards were sent. I have no way of knowing where or if the cards were sent. This seems like a simple request to me but the agent was adamant that they couldn't tell me where the cards were sent and then they hung up on me.

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to comment on the situation.We can certainly understand the need to verify recipient addresses, and we would be happy to help, *******. We take each complaint seriously and hope to provide a better experience.
  
  After reviewing the details associated with the order in question (001068493738-9001700), we found that the order was placed on May 29th,for 60 cards, 30 of which were sent to *******, and the other 30 which were sent via our mail for me feature. This method allows customers to place an order and have the desired quantity mailed to their recipients directly.
  
  Our research shows that ******* contacted on June 9th,requesting the recipient addresses the cards were mailed to. Our initial chat support agent provided the list of names, per the order details in the account,but as ******* mentioned, the desire was to verify the addresses. ******* was then escalated, with the chat continuing, and the next member of our support team providing the details of recipient addresses, as needed.
  
  Lastly, the mail for me option utilizes **** First Class mail,the same as if ******* were to mail the cards directly naturally, this method has no tracking. Given that this matter has since been resolved, we will bring this complaint to a close.
  
  If we can answer any other questions, please feel free to reach and we will be happy to assist.
  
  Best regards,
  **** *.
  Specialty Work
  Shutterfly Customer Success

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the app using a promo code that offered unlimited 4x6 and 4x4 prints for free. My order contained 16 photos, all 4x6 and 4x4. After I placed the order ON THE **** I realized I was actually charged for the prints. **************** told me they cannot help me because they're saying I placed the order on the website. I DID NOT place the order on a website, I placed it via the app. Sounds like a bug, yet the **************** **** ******, is attempting to gaslight me. Telling me the order was not placed on the app when I placed it and know it was!

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to allow us to comment on this situation.?We are more than happy to assist with the issues ****** encountered specific to her app promo.
  
  After reviewing the details associated with most recent order, (005326316753-9000174), which was placed on June 1st, 2025 we found that ****** did contact in regarding the FREEPRINTS promotion. Our customer success team advised that the promo issue stemmed from the platform being used to place the order, but as ****** included, the issue was elsewhere. Based on the account info, we can see that ****** indeed used the mobile app, and we apologize that we thought otherwise. Additionally, we were able to find that the promotion in question has not been added to ******* account, which would account for its absence on the order.
  
  In light of our opportunity, we have provided a refund in the amount of $4.90, which will go back to the method used to place the order, within 7-10 business days, and we truly apologize for the confusion caused.
  
  Please feel free to reach back out for any other assistance needed.
  

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my package shows as delivered may 24th but i did not receive a package . its bright orange so i couldnt have missed it . i contacted the post office, they did not have it nor did they deliver it . i waited until today may 27th just in case but once again, no package from shutterfly . i called shutterfly to inform them & told them i see the tracking shows as out for delivery friday may 23rd at 2 separate times, 4 hours apart & then never delivered & then the very next day on the 24th it shows delivered at 10:32am when it never even went back out for delivery nor does my post office deliver to me that early . shutterfly stated they cannot refund me because i used credits on my account which is a lie because i have been refunded in the past when using credits that were on my *********** told them this . they stated all they can do is a reorder which i declined because in the past i have chosen to do a reorder & when something else happened to the reorder, i wasnt able to be refunded or have another replacement because they already provided me with a resolution the first time . they stated thats all they can do & cannot refund . so i told them i would just report them to the bbb & hung up .

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to allow us to comment on this situation.?We are more than happy to assist with the issues ****** encountered with shipping and delivery of her photo order.
  
  After reviewing the details associated with most recent order, (026017642022-9000350), this order was placed on May 16, 2025. Based on the carrier tracking (Pitney) information *******************************, it appears the order shipped on May 19, 2025, and was delivered on May 24, 2025. ****** contacted us on May 27th and mentioned that the order had not been delivered. Additionally, we offered her a reorder of the order, but ****** declined insisted instead, on a gift certificate to her account. We provided a gift certificate in the amount of $5.51.
  
  Lastly, we would add that ****** has contacted approximately 25 times since December 2024, for various issues, most of which have been related to shipment of her orders. In each instance, we have assisted to the best of our abilities, often moving outside of our typical accommodation in a reorder and providing Ashleys preference in the form of a gift certificate amount. Since December 2024, we issued $292.44 worth of gift certificate accommodations in 23 different instances. While it is our desire to assist, this kind of activity requires greater discernment in the accommodations we can provide.
  
  While we assisted in this instance, and will continue to do, we will be limited in the gift amounts we can provide.
  
  Please feel free to reach back out for any other assistance needed.
  
  Best regards,
  ****** *.
  Specialty Work Representative
  Shutterfly Customer Success

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for photo book creation ordered on may 15. Says it was shipped may 17. I still have not received. When i went on preferred method chat regarding missing order, response was how to place an order. So I called customer service and waited 25 minutes per hold time, still no-one answered. Called back and confirmed call back. Wait time 45 minutes, its been an hour and still no call back. *** tracking stopped on May 23.I want the book re-shipped immediately. It took hours to develop.

  Business Response

  Date: 06/09/2025

  Thank you for giving us the opportunity to respond.
  
  We appreciate ****** bringing this to our attention, and we recognize the frustration had in seeking the support needed.
  
  Fortunately, our records show ****** was able to connect with us that same day, May 27th, and was assisted with a replacement order (001075619085-7001350). According to the associated tracking (1Z4F63780328822018), the order shipped on June 2, 2025, and we are happy to report that it was delivered on June 4, 2025.
  
  Although ******** initial reason for contacting our Customer Success Team has been resolved, we want to again acknowledge our opportunities. As a token of our apology, we have added a $35 gift certificate to ******** Shutterfly account. This gift certificate is ready for use, does not expire, and will be automatically applied to any Shutterfly orders until it is fully redeemed. (Please note, it does not apply to orders placed for in-store pick-up).
  
  We hope ****** accepts this gesture and considers using our services again in the future. If she has any further questions or comments, she is welcome to contact me directly.
  
  Best regards,
  ******* *.
  Specialty Work Representative
  Shutterfly Customer Success

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my graduation announcements at the end of April and have yet to receive them as of today (May 13); every time I check the tracking number it says it will be delivered that day which it has not.I would like to know where my package is because I have to mail these in a timely manner.

  Business Response

  Date: 05/30/2025

  Thank you for bringing this matter to our attention. We understand the importance around ******* receiving her order within the expected delivery date and we take delivery concerns with the utmost importance.
  
  After extensive research, we found that the only recent order (024067634414-9000024) under the original email provided, was set to deliver May 23rd, per the latest delivery date provided. We also search other existing accounts, and found an order placed in late April, as was mentioned, under a different email (***********************************************************).
  
  This orders (027071822641-8000012) tracking says it shipped and was successfully delivered on May 7, 2025, well before the expected latest delivery date. The tracking information provided by our shipping carrier (******************) matches what ******* provided, and was shipped via *** Mail innovations, and confirms the delivery to the address provided at the time of purchase.
  
  We understand that ******* *** not have received the package, and we sincerely apologize for any inconvenience this has caused. Any time an instance such as this occurs, we encourage ******* to contact us, as we are always happy to assist when opportunities arise.
  
  To assist further, if the package is still missing, we advise ******* to please contact us in reply to this complaint, and we can assist by providing either a replacement order or a refund depending on the preference and timeline.
  
  In the meantime, please feel free to let us know if we can assist further.
  
  Sincerely,
  ******* *******
  Special Work Representative

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2024, I received two settlement vouchers as part of a class action settlementone for $25 and another for $5. These credits were correctly added and reflected in my Shutterfly account and were shown as credit balances. They were valid for 12 months, through June 2025, and everything appeared to be in order for several months.However, when I recently attempted to use the credits in May 2025, I discovered that both vouchers had disappeared from my account. No prior notice or explanation was provided for their removal.I contacted Shutterflys online customer support and was assisted by an agent named "********." I provided the $25 voucher code as requested, and the agent claimed they would help reapply it. Instead of restoring the original legal settlement credit, the agent converted it into a promotional code. This alteration changed the nature of the voucher. Unlike the original legal settlement credit, which was meant to be broadly applicable, the promo code came with usage restrictions that rendered it ineffective for my intended order. As a result, the benefit provided through the legal settlement was effectively nullified.This practice is deeply concerning. It is unacceptable for a company to unilaterally strip a customer of their legal settlement and substitute it with a restricted promotional offer. This undermines the intent of the class action resolution and violates basic standards of customer trust and fairness.I am requesting that my original $25 and $5 settlement vouchers be reinstated in their original form and without limitations, as they were valid through June 2025. I also urge Shutterfly to investigate this issue and ensure that such practices do not continue to affect other settlement recipients.Thank you for your attention to this matter. I expect a prompt resolution and a response confirming corrective action.Sincerely,******** *** *********************

  Business Response

  Date: 05/25/2025

  Thank you for allowing us the opportunity to address this matter.We understand Bens desire to avail the voucher previously provided, specific to the class action referenced.
  
  After a thorough review of the details, we found that the voucher(s)previously issued were added to the account in question, ********************** on 3/20/25. These vouchers, once added, can be seen in the shopping cart and can be applied by using the Manage Promos button. Crucially, the vouchers provided differ from a gift credit, as they have an expiration date, and cannot be combined with other site offers, given they are a dollar off value. The representative did explain that the voucher was provided in the form of dollar off credits, to be used in accordance with the conditions therein.
  
  Given the frustration at hand, as a one-time courtesy, we will convert the $25 and $5, respectively, to be used as a gift certificate amount, as we understand Bens desire to proceed in ordering as soon as is possible. The prior credits, which were added by the account holder, and went unedited have been removed from the account, and replaced with a $30 gift certificate provided as a token of our desire to assist.
  
  If there is anything else we can assist with, please feel free to respond to this complaint.
  
  Sincerely,
  **** *.
  Special Work Shutterfly Customer Success

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 10x10 photo book for my husbands 60th surprise party. The first one came with a loose binding, the replacement came with a ripped page because the glue from the binding stuck to the page. I called them very upset and they assured me I would have the replacement book by Friday April 4th in time for my party this weekend.This is a very important part of the surprise party. It never came and two separate people from their escalation team promised they would call me. When I called on the 4th they said it was going to be delivered on Saturday . When i looked at the tracking they shipped it next day air saver which only delivers Monday -Friday so I am not going to get my book in time for the surprise party. I would like a full refund. Im devastated. Three times you could not get this correct and I ordered it weeks before the party. I would have excepted more from a large company like this. Very disappointed I have two ordered and would like both refunded

  Business Response

  Date: 04/11/2025

  Thank you for allowing us the opportunity to address this situation. We understand the frustration in the experience ******** had, specific to her Shutterfly photo book order.
  
  After a thorough review of the order, we understand the frustration at hand, given our opportunities here. Our research concludes that the issues outlined by ******** were indeed present. The original order (027065679894-9000024) arrived damaged, a reorder was then processed (027065679894-7000036) which had production defects, with the last order processed after that (027065679894-8000048) which despite our best efforts, did not ship by the date expected. We understand that this experience, given the need, is far from the one ******** could or should expect.
  
  A full refund was issued for the original order on April 5th, along with 2 gift cards totaling $32.24. We understand ******** is also requesting a refund for her magnets (027065679894-8000012) placed on March 17th, but we are limited to accommodating the order which experienced the direct issue.
  
  We do our best to learn from instances like this, in which multiple issues occurred, and while we acknowledge that momentary issues can and will take place, it is always our desire to make things right. That was not the case here, and in light of our opportunity, we would like to extend an offer of a $50.00 gift certificate to ********** account. It has no expiration and can be used for anything on our site and will apply at checkout automatically.
  
  If ******** should need further assistance, we encourage her to reply to reach out. We would be more than happy to help resolve any other concerns.
  
  Sincerely,
  ******* *.
  Special Work Representative Shutterfly Customer Success

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, 2025, I ordered a ceramic mug with photos from Shutterfly. It arrived on March 18 but was slightly damaged - a line was present across one of the photos, making it unsightly. I contacted their customer support for a replacement and they needed me to verify information, including name, email address, address, and last 4 of the credit card. I provided all this information and the representative said that none of the information was accurate and that they could not help me. I said that it was impossible for the information to not be accurate because I have 3 emails from Shutterfly and even pasted the contents of the email as well as the header of the email showing that the email originated from Shutterfly and came to my email address. I am raising this to the BBB because I am unable to get any help from Shutterfly despite providing all the accurate information.

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to comment on this situation.We want to first start off by conveying how truly sorry we are for the confusion caused here and the experience provided to ********.
  

  We have done our review and can add additional context to the issue. When contacting in, we require each customer to confirm their account information to protect their account and contents therein; when specific details fail verification, we are limited in how we can assist. In this ****, ********, as he mentioned in the chat, was not the primary account holder and did not pass verification.
  

  However, we do have alternative options that we can use to move forward when the recipient or ****** contacts in, in this case ******** being listed as the recipient. In this instance, we should have assisted in resolving the order issues, which did not happen here. 
  
  Lastly, given these opportunities, we will be sure to submit this feedback to the appropriate teams for course correct. We've also placed a reorder to replace the initial mug in question and provided a refund in the amount of $9.17,back to the payment method used to place the order, credited back in 7-10 business days.
  

  Best regards,
  Timyko B.
  Specialty Work Representative
  Shutterfly Customer Success

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package for my child's school photos (order: ********). The photos became ready on Feb 24th digitally. I went in to download them and was advised that the photos were too old and were archived and that I needed to buy something for them to be available for download. This was misleading from the package I purchased which claimed they would be available as part of the package. I want a refund or the package I purchased.

  Business Response

  Date: 03/20/2025

  Thank you for allowing us the opportunity to address this situation. We understand the frustration in the experience *** had, specific to his Lifetouch to Shutterfly digital downloads.
  
  *** is correct that the account did archive, including the digital downloads, which act as a part of the image timeline once added to the account. Our policy with regards to account use does specify that the account will be archived less an order is placed within an 18-month period. Because ***** last purchase was far longer than 18 months ago, the account was archived, with email notice.
  
  However, we agree that *** should have access to the digital downloads, particularly given that the account was potentially archived before their insertion. To assist *** in this matter, we have added a $10.00 gift certificate to his account so that a qualifying purchase can be made. This certificate doesnt expire and can be used for any item on our site. We would suggest ordering an item such as prints to place a qualifying order. Once the order is placed, ***** photos will be active in the account, and can then be downloaded, preventing similar issues in the future.
  
  If *** has any questions or needs further assistance, please dont hesitate to reply to this complaint.

  Best regards,
  ******* *.
  Specialty Work Representative
  Shutterfly Customer Success