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:02/25/2025

  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 gave been trying to get access to my deceased sisters Shutterfly account since mid December 2024. I provided them with the info the requested and never got an email back. Ive called numerous times and spoken with 27 people total at Shutterfly. I have been promised return calls and emails and I dont get either . My sister uploaded our childhood photos to Shutterfly 10 years ago and then destroyed the album and pictures . I have explained this to 28 people at Shutterfly asking to gain access so I could use the photos knowing that I will have to pay them to use the photos. Ive been told its in process, its being transferred and the latest its on hold waiting approval so, I get different stories from different people z Im tired of the run around . They will end up getting money from me to use my photos, so what is the hold up? Sounds like a pay sales strategy

  Business Response

  Date: 03/05/2025

  Thank you for giving us the opportunity to address this matter. We sincerely apologize for any inconvenience ***** has encountered.                                                                                                                                                                                    
  
  Upon further review of the case, we noted the request to gain access to ******* sister's images on 12/27/2024. On 1/10/2025 we advised that after providing the needed documentation, it would take 30 days to receive a response via email. 
  
  Unfortunately, we did not clearly outline that our Deceased User process was paused for the Holiday season, which ultimately led to the impacts ***** mentioned.                                                                                                                                                 
  
  On Tuesday, February 18th, 2025, we reached out to ***** with the positive news that the images from her sister's account were ready to be shared over to ******* desired account. We then facilitated the share and brought the issue to a close.
  
  As a token of our apology for the experience given to *****, we have added a $50.00 gift certificate to her account. It has no expiration and can be used for anything on our site and will apply at checkout automatically.
  
  Please do not hesitate to reach out should there be anything further that we can assist with.
  
  Sincerely,
  ******* *.
  Special Work Representative Shutterfly Customer Success

• Initial Complaint

  Date:02/12/2025

  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.

  I recently deleted my Shutterfly account and quickly realized that I had an un-used gift card on my account. It was not used but shows up on my profile as "gift card balance". I swiftly contacted Shutterfly to see if I could get my gift card amount back or halt the process of canceling my account. They were unable to stop the cancellation process and informed me there is no way to reload my original gift card. They stole my money and had no solution to provide me my $50 back.

  Business Response

  Date: 02/21/2025

  Thank you for giving us the opportunity to address this matter. We sincerely apologize for any inconvenience **** has encountered.
  
  Upon further review of the case, we noted that a request to delete the account was submitted on Friday, January 31, 2025, at 2:51 PM EST.
  
  **** responded on Friday, January 31, 2025, at 2:52 PM EST with confirmation to delete the account. Once this response was received, the deletion process was initiated. This means that once the deletion occurred, the process precludes reversal or refund, as the account is no longer in place.
  
  Given that the account has been permanently deleted, we would like to offer that if **** wishes to use the remaining balance of the gift certificate, she may create a new account or provide an existing account email, and we would be more than happy to apply the balance to the new account once it has been created and provided to us.
  
  Please do not hesitate to reach out should there be anything further that we can assist with.
  
  Sincerely,
  Timyko B.
  Specialty Work Representative Shutterfly Customer Success

  Customer Answer

  Date: 02/27/2025

   
  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. My new account is under the email ********************** Kindly, provide the $50 credit to this account. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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 *****. Today is ***** and it still has not been picked up by the carrier. Why has my gift to my father been sitting at your business for a week and has not even been picked up by the delivery carrier? This is unacceptable. Only one of those days was a holiday. Whats with the other 6 days it has been just sitting there?

  Business Response

  Date: 01/22/2025

  Thank you for the opportunity to comment on this situation. We're glad to help Kristy in resolving the opportunity regarding the order status and estimated delivery date.
  
  After reviewing the order in question (027054599912-8000012), we found that the original order was set to arrive no later than January 3rd. given a slight and unforeseen delay in shipment, the date was updated through to the 13th. ****** contacted our Customer Success team on December 26th and we issued a reorder, as the original order would be delayed.
  
  As a result of the reorder being expedited, the reorder arrived on the 3rd of January, in accordance with the original expected delivery date. The second shipment of the initial order then delivered on the 13th of January as well.We apologize for the delay incurred by the first order, and we appreciate the opportunity to correct and address the issue with the subsequent order.
  
  Given the accommodations above, we will consider this matter resolved.
  
  Lastly, we encourage Kristy to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

  Customer Answer

  Date: 02/07/2025

   
  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:01/10/2025

  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.

  I ordered Christmas cards from Shutterfly earlier this month and they were lost in the mail. Tracking shows me they bounced from ***, to several **** post offices, back to **** and I can no longer find any tracking updates. I have contacted customer support via chat and phone call several times. Each time I describe the problem I am told there are no humans available to help with your problem. And I am promptly disconnected. This has been a very frustrating customer service experience and I am still without Christmas cards nearly a month later, and after Christmas.

  Business Response

  Date: 01/14/2025

  Thank you for giving us the opportunity to address the concerns regarding Megans order. We sincerely apologize for the inconvenience caused by the delivery issue, and less than satisfactory experience.
  
  Upon reviewing the details, we can confirm Megans package was handed over to **** on December 19, 2024, and unfortunately, there were no further updates on its status. On December 27, 2024, ***** reached out to our customer service team and received assistance. As a resolution, we issued a reorder (010047950043-7000186), which was successfully delivered on January 2, 2025.
  
  As a gesture of goodwill and to express our commitment to customer satisfaction, we have credited ******* account with a $20.00 gift certificate. This gift certificate has no expiration date and can be applied to any future purchases on our site. It will automatically apply at checkout for convenience.
  
  If theres anything further, we can assist with, we encourage ***** to reach out. We are here to help and ensure a positive experience moving forward.
  
  Sincerely,
  Maceo C
  Specialty Work Representative Customer Success
  
  
  

• Initial Complaint

  Date:01/10/2025

  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.

  On December 10th I placed an order on Shutterfly for Christmas cards. I received a confirmation email that my order was received. Later that day I looked at my receipt and saw that I was charged $16 for the envelope color. I did not realize that had an additional charge, as they were not premium envelopes. I called Shutterfly to ask for that to be changed. The representative said since it was not within 30 minutes the order was already underway. The only way I could be reimbursed for that would be to cancel my order, the money would be returned in 7-10 business days, and then place the order again. I said no thank you, thats okay. And that was the end. The only email I received was feedback about my call. To my surprise on Sunday night, 12/23 I check my Shutterfly app to see why I had not received my cards by the guaranteed delivery date, 12/20my order had been cancelled! I never cancelled my order. I had not received an email stating my order had been canceled. I called that night didnt get through, no live employees. I left feedback. I called Christmas Eve and the answering service said I couldnt reach anyone. I reached out on ******** that day, no response, though it autogenerated id receive one within 4 hours. I have reached out multiple ways and multiple times, no response from Shutterfly. I am sorely disappointed as my Christmas cards were never delivered, and I ordered and paid in good faith. I see my money was returned but the charge had been on my credit card. Didnt notice it was later removed. Shutterfly, this is unacceptable.

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to comment on this situation. We are so sorry for the experience that took place for ****** most recently.
  
  
  After reviewing the details therein, we found that on December 10, 2024 ****** contacted in, as the order details had shown red envelopes, which were unintendedly ordered. Not wanting the envelopes, ****** asked if the order could be changed. Our Customer Success representative then explained that changes could not be made without cancellation and resubmission, which ****** then declined.  From what we can gather, it seems as though our agent missed the declination, and processed the cancellation, just as ****** became unresponsive on the contact, with the order cancellation being processed. We truly apologizes for the gap in communication here, and the cancellation of the order, despite ****** wanting to keep it in processing.
  
  As for the charge itself, when an order is placed with Shutterfly a pre-authorization is done to validate the credit card and funds; the card is not charged until the first item ships or 4 days pass from the order placement date.  Because the order was cancelled the same day it was placed, no charges were completed on Laurens card, thus there is no refund to process.
  
  As a token of our apology for the experience given to ******, we have added a $50.00 gift certificate to her 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.
  
  Best regards,
  ***** *.
  Specialty Work Representative
  Shutterfly Customer Success

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22738820
  
  I am rejecting this response because:
  

  Dear Better Business Bureau and Shutterfly,

  Thank you ***** for your response to my complaint. While I appreciate your effort to resolve the matter, I must decline your offer of a $50 gift card as it does not satisfactorily address the conflict caused by this situation.
  The experience resulted in significant emotional distress and embarrassment. Additionally, I incurred extra expenses by having to order New Years cards to replace the original Christmas cards, which were not delivered as promised. The total cost of the New Years cards was $165.36, and I believe it is only fair to request a full refund of this amount to resolve the matter.
  I hope you will reconsider your position and issue the refund promptly to ensure this situation is resolved amicably. If any further information is needed, I am happy to provide it.
  Thank you for your time and understanding. I look forward to your response.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/27/2025

  Thank you for the most recent comment.
  
  While we acknowledge that the order cancellation should have come after confirmation from ******, it is also the case that the chat representative worked to confirm the order status when the chat became unresponsive. The agent, then proceeded with cancellation out of an abundance of caution.
  
  Given the misunderstanding by our support team, and taking into account the unresponsiveness in the chat, it is our determination that the $50 gift certificate is appropriate. However, respective of the cost difference existing between the two orders, we have provided the difference back in the form of a refund on the second order, in the amount of $26.98 to the card used to place the order, processed back in 7-10 business days.
  
  After the additional accommodation above, we will consider this matter resolved.
  
  Lastly, we encourage Lauren to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************
  

  Customer Answer

  Date: 02/07/2025

   
  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. I do not agree with what was written about a chat and my being unresponsive. This issue wasnt in a chat but over a phone call with a customer service representative, and the initial response from Shutterfly reiterated that I had called not chatted. It was not a chat interaction that canceled my order. Though I think they couldve done more, and their secondary response was dismissive (unlike their first), this is fine.
  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/09/2025

  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 tried to contact Shutterfly customer service via phone chat yesterday but after 30 minutes of waiting got disconnected. I tried again on my laptop and finally got through for them to process a refund of shipping of $***** because they messed up my order (they admitted fault) and it wouldn't get here in the time they promised. The customer service agent said he "processed the refund of shipping cost to me" but I was disconnected again. 5 minutes later I got an email about $35 gift certificate from them as the refund. I don't want a gift card to this place because I do not think I will use them again as their customer service is impossible to use. And to me, a refund is to original payment method. I don't want this gift card, I want ***** *refunded* to my credit card.

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to comment on this situation. We are so sorry to hear ****** package arrived with less than the complete set of cards ordered.
  
  After reviewing the order, the gift certificate was processed in leu of the refund, per our standard policy. However, we understand the desire to have this back as a card refund in the amount of $35 and this has now been processed on 1/9/2025 and may take 7-10 business days before it will show up in ****** account linked to the form of payment used to place the order.
  
  If there is anything else we can assist **** with, we encourage reaching out should and we would be happy to assist.
  
  Sincerely,
  ***** *.
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:01/02/2025

  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 ordered 8 photos and paid extra to have the package delivered by today. They havent even started printing the photos so they will not be here in time. I had to contact them to tell them there was a problem with the order before they even contacted me. I have requested to have the order canceled and to get a refund for services not provided. I needed to create Christmas presents and I no longer need if they arent on time. I gave them plenty if opportunity to resolve via live chat, emails, and ******** messenger. All I have been told is that I will be contacted when it has shipped. I gave them a chance to get to me in the next 48 hours and they cant tell me when the order would be ready. I just want a refund for services and product not provided. The shipment costs paid for todays delivery was near $20

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to comment on this situation. We are so sorry Kimberly's experience was less than satisfactory with her recent order not arriving on time. 
  
  After a review of the details, we found that from a production standpoint, we processed and shipped the order promptly, but it appears as though there was delay from pickup to transit, with the last tracking update occurring on December 23rd, as delivered - which was then refused by the ********.
  
  We completely understand Kimberlys frustration in that the experience is not one our customers should expect to have. We have refunded her order?in the full amount of $23.57. Depending on their banking establishment the funds will be available within about 7-10 business days. 
  
  Along with the full refund, we have included a $30.00 gift certificate as a gesture of goodwill for any inconvenience caused. This gift certificate is ready for use, does not expire, and will apply at checkout automatically. 
  
  If ******** has any further questions or comments, she can feel free to reply to this thread. I would be more than happy to assist. 
  
  Sincerely,?
  ******* *.
  Specialty Work Representative - Customer Success
  ****************

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to comment on this situation. We are so sorry Kimberly's experience was less than satisfactory with her recent order not arriving on time. 
  
  After a review of the details, we found that from a production standpoint, we processed and shipped the order promptly, but it appears as though there was delay from pickup to transit, with the last tracking update occurring on December 23rd, as delivered - which was then refused by the ********.
  
  We completely understand Kimberlys frustration in that the experience is not one our customers should expect to have. We have refunded her order?in the full amount of $23.57. Depending on their banking establishment the funds will be available within about 7-10 business days. 
  
  Along with the full refund, we have included a $30.00 gift certificate as a gesture of goodwill for any inconvenience caused. This gift certificate is ready for use, does not expire, and will apply at checkout automatically. 
  
  If ******** has any further questions or comments, she can feel free to reply to this thread. I would be more than happy to assist. 
  
  Sincerely,?
  ******* *.
  Specialty Work Representative - Customer Success
  ****************

  Customer Answer

  Date: 01/15/2025

   
  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.
  Yet. I will never shop with them again for excuses provided. The shipment was delayed because they were behind in production.  It did not involve shipping. I have received my refund. They can keep their gift certificate. 
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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 ordered holiday cards thru Shutterfly. I ordered on Dec 8. I ordered 43 cards to be addressed and mailed by the company, and then ******************************** The company refuses to fulfill the order. I have called four times. I have spent 2 hours in the chat. They just continue to lie. They stated the direct mail cards were indeed mailed and it would take 5-10 business days. Guess what? No cards received by anyone (and we can see our mail out 2 days with Informed Delivery - nothing coming from Shutterfly). The ************** were completed on Dec 10 but Shutterfly never gave them to **** I paid for rush shipping, but it doesnt really work when the company doesnt bother to give the package to the carrier. I called on Dec 14 and was promised they would be reprinted and sent by air for arrival no later than Dec 19 - already 4 days after I should have received my order. They never reprinted the cards, let alone shipped them by air. They have wasted over 6 hours of my time going back and forth on this order, continuously lying to me about the status and what they will do. They have no interest in actually getting me my order, and now they have made me wait too long to even get cards made by someone else. Thanks for ruining my entire familys Christmas.

  Business Response

  Date: 01/07/2025

  Thank you for the opportunity to comment on this situation. We're glad to help Glenn in resolving the opportunity regarding the order status and estimated delivery date.
  
  After reviewing the order in question (004062356266-9000598)placed December 8th, we found that the order was set to arrive via direct mail,which precludes the rush delivery option, and is a method in which we mail the cards for the customer, to arrive no later than December 19th December 24th in this instance; we advise direct mail cards will be handed off to **** and delivered first class mail, which takes an estimated 3-7 business days from the date of shipment.
  
  ***** did contact as early as December 14th, requesting order status and our Customer Success team provided a refund of $27.14 and advised that the order should complete in the next few days. On that day, a reorder was processed for the 10 cards being sent to *****, as they had shipped on the 10th,but experienced no movement, with the reorder having an expected date of the 19th.The direct mail portion of the order was completed on the 16th and handed off to **** that same day and depending on the recipient location, respective to the facilities shipping state, the cards should have arrived 3-7 mailing days from this date.
  
  Lastly, the reorder for the 10 cards was shipped one day later than anticipated, arriving on the 20th and the original order, which we handed off on the 10th, was seemingly found by *** and delivered on the 17th. With consideration to the issues experienced, our records indicate that ***** disputed the charge amount of $214.41, which his financial institution authorized for return.
  
  Given this outcome, we sincerely apologize for the experience provided and we encourage Glenn to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

  Customer Answer

  Date: 01/27/2025

   
  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:12/27/2024

  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.

  I ordered my Christmas cards on 12/9/24. I paid extra to have them delivered to me by 12/18/24. On 12/18/24, shutterfly sent me an email that there's been a delay. The cards should have already arrived by this date. After chatting with them and calling them on 12/18, 12/19, 12/20 and 12/21, my cards have still not been mailed out to me.

  Business Response

  Date: 01/08/2025

  Thank you for the opportunity to comment on this situation. We're so sorry to hear that **** experienced delays in the arrival of the order placed.
  
  After reviewing the order in question (002006970488-7000062)placed December 9th, we found that the order was set to arrive no later than December 18th via Expedited delivery. **** then contacted our Customer Success team, who confirmed the delay notification sent by email. They then placed in a request to expedite the order, given the delay, and provided a full refund of the order total in the amount of $34.12.
  
  **** contacted back on the 21st and was advised that the order had shipped that day and would arrive on the 23rd. The order indeed arrived on the 23rd, later than expected per the initial quoted ETA and for that, we are deeply sorry. Because a full refund has been provided, we would like to offer a token of our desire to make things right and have added a gift certificate in the amount of $50 to the account, to be used at Tonys earliest convenience.
  
  Lastly, we recognize that much of the order experience happened contrary to the experience that can typically be expected from us. Our commitment is to understanding moments of multiple opportunities, such as this, to minimize or eliminate them in the future.
  
  If there is anything more that we can assist with, we encourage **** to let us know.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************
  

• Initial Complaint

  Date:12/27/2024

  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 placed an order on the 16th to meet the deadline to have it here by Christmas. Upon checking out the eta was 12/23/24 as of 12/24/24 I have yet to receive my items. I called yesterday and was told to wait until today if not call back. I checked all day and the tracking still shows carrier awaiting item and To no surprise the company is CLOSED for the holidays. I am highly upset and disappointed in this company and want nothing more than my money back !!

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to comment on this situation. We are very sorry Ms. ****** had a less than pleasant experience with her recent order 021018715139-8000286.
  
  According to our records, the tracking information for the delayed shipment had not updated, demonstrating that the shipment was lost. Because of this, our Customer Success team processed a replacement order for the delayed shipment on December 26th and it was delivered on December 27th. 
  
  We completely understand Ms. ******* frustration and that the experience is not one she should expect to have. We have refunded the remaining balance, in the amount of $28.52 (as reflected in order 021018715139-8000286) back to their card in about 7-10 business days depending on their banking establishment.
  
  If Ms. ******* has any further questions or comments, she can feel free to reply to this thread. I would be more than happy to assist.
  
  Sincerely,
  ******* *.
  Specialty Work Representative-Customer Success
  ****************