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:12/23/2024

  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 christmas cards 2 weeks ago and were suppose to be delivered 12/17. They didn't even start making them and now it's 12/22. I contacted customer service twice and told me they are prioritizing my order. They still have yet to ship and I was suppose to mail them out a couple of days ago to make it in time for christmas. Now it looks like the christmas cards are now useless and I'm out $60.

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to comment on this situation. We are so sorry Marks experience was less than satisfactory with his prior holiday cards not arriving in time for the Holidays.
  
  Upon reviewing the issue, we found that **** placed order #************-9000050 on 12/08/2024 with standard shipping, expecting delivery by 12/17/2024. The order was shipped out on 12/23/2024 and was delivered the next day, on 12/24/2024, making the delivery five days later than expected.
  
  After a review of the details, we found that a delay did occur in producing the cards, which lead to the urgency in getting the order out, but because the order was further past the expected shipment date, it did end up arriving later than anticipated.
  
  **** contacted us on 12/18/2023 to check on the status of the order, and we confirmed that the order was past the delivery date. At that time, we refunded the shipping cost of $14.26. We also send a expedite request for the production of the cards, which experienced limited success.
  
  **** contacted us on 12/22/2024 as well concerning the lateness of the cards. We refunded the remaining balance of $59.26, making the total amount of the refund $73.52.
  
  Given these issues, we would like to offer **** an additional accommodation in the form of a gift credit in the amount of $50 to be used at his earliest convenience and we hope that this speaks to our desire to make things right.
  
  
  If **** has any further questions or comments, he can feel free to reply to this thread. We would be more than happy to assist. 
  
  
  Best regards,
  ****** *.
  Specialty Work Representative - BBB
  Customer Success 

  Customer Answer

  Date: 01/13/2025

   
  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:12/16/2024

  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 photo cards a while ago, they took a while to ship and I neglected to notice how huge the cards were, 6 x 8 in size. I see on my confirmation they show this size but I did not choose this. The Shutterfly website automatically chose this uncommon size and I am curious how many people this happens to. I cannot imagine most people would order a card this large. I would like a credit or replacement as the cards were very expensive. Their website was not easy to use and I believe created this way. Customer on the website should not be forced to change a pre-populated card size. There is no way I would have chose a 6 x 8 size Christmas card. I would either like the correct standard size sent overnight or a full refund.

  Business Response

  Date: 12/16/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Bridget in resolving the opportunity regarding the card size received.
  
  After reviewing the order in question (022030527695-8000012), we found no contacts were made to our Customer Success team to address this matter. The order does indeed contain 6x8 cards and the size selection is shown in no less than four crucial areas: the product identification page (twice), the personalization path, and the cart, as well as checkout. The product suggestion would depend on search method searching for similar design characteristics can and would lead to this size, but thats why we do our best to list the product details throughout.
  
  Given that the size and details are listed prominently, along with Bridgets desire to have a new order in hand, we will proceed with providing a gift certificate for the order total of $87.54, which has been added to the account.Typically, in this instance, we would require a return, less a 50% processing fee, but we understand how important it is to have the new order in hand.******* can continue to make a purchase using the new gift amount provided.
  
  We hope this helps to provide a satisfactory resolution to conclude the open inquiry and we encourage Bridget to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

• Initial Complaint

  Date:12/12/2024

  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.

  ********* owns snapfish.I placed an order on November 30 with snapfish for 60 Christmas cards. On December 11, I received phone an email and text message from snapfish stating that my order had been delivered. When I checked the *** proof of delivery, it shows that the order was delivered at a "dock" at an address that is not mine. I contacted *** but they said snapfish has a restriction and *** cannot speak directly with the end customer. I chatted with snapfish for an hour and they were of no assistance. I tried to call shutterfly but they said all I could do was chat with snapfish. I am at a loss as to what to do next to get the order I paid for and waited 2 weeks for.

  Business Response

  Date: 12/12/2024

  Thank you for the opportunity to comment on this situation. We're glad to help ****** in resolving the opportunity regarding the Snapfish order.
  
  We are limited in how we are able to directly assist, as Shutterfly and Snapfish, though a part of a family of brands, have different platforms, user and order systems. This precludes us from being able to assist directly.
  
  However, we have reached out to our counterparts in Snapfish leadership and requested attention for the order shared, in question. They will assign assistance and ensure the matter is addressed, but should you require further assistance, it may be advisable to contact their BBB instance.

  If there is anything else we can do, please do not hesitate to let us know.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22674301
  
  I am rejecting this response because:  I have not heard anything from the business.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  Thank you for the chance to reply to the last response. Our apologies for the delay in comment, since we are separate from Snapfish, it took some time for the proper research.
  
  Our Snapfish counterparts experienced some slight confusion as they believed this matter to be resolved given that ****** contacted on December 12th, to report the issue mentioned regarding her lost order. The ******** support team provided ****** with a reorder of the lost order and a partial refund of $12.80 for the inconvenience. The reorder we show delivered on December 18th in the early AM to the *********, ** address listed as the ship to address.
  
  If further support is needed, we would ask that ****** reach out directly to ******** customer support or issue a complaint to their BBB instance. With consideration to the reorder issued and the refund accommodation made, in combination with the additional support we have provided via Shutterfly, we will consider this matter closed.
  
  If there is anything otherwise that we can assist with, please do not hesitate to let us know.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************
  

  Customer Answer

  Date: 01/13/2025

   
  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:12/10/2024

  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.

  Date of this transaction was November 30, 2024. The amount paid to the business was $99.05. The business had a commitment delivery time by December 11, 2024. The order includes 4 customized magnets size 4x5.5, 50 customized 5x7 Christmas cards with 50 white envelopes , and 2 sets of 24 address labels.I am submitting a complaint against Shutterfly for not complying to their delivery date that was paid for. Before and after the order was submitted, I received communication the order will be delivered by December 11, 2024. Now that the order was submitted, the company now is saying will be delivered on or after December 17, 2024. We request for the company to comply with what they advertised and deliver all orders not later than December 11, 2024 as advertised.

  Business Response

  Date: 12/20/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Daniel in resolving the opportunity regarding the order status and estimated delivery date.
  
  After reviewing the order in question (009096629330-8000048), we found that the original order was set to arrive no later than December 14th, which was the original date of arrival. The order was on track for this date but given an abundance of caution and out of the desire to assist our customer, a reorder was placed by our team on December 7th,and an expedite request entered.
  
  The second order shipped on the 9th to arrive on the 10th,well before the original order deliver date, of the 14th. In addition, we also provided a refund of $22.87 back to the card on file, even as the order was within the original estimate.
  
  Given the accommodations above, we will consider this matter resolved.
  
  Lastly, we encourage Daniel to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

• Initial Complaint

  Date:12/10/2024

  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.

  Company would not allow cancelling of order or modifying order. Left with no customer support. After chat had to buy from a company to try to change order. Absolutely no help from Shutterfly. Once they have your order, even if wrong, you are unable to change. Just want your money. Lost about $100. Help

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Regina in resolving the opportunity regarding the cancellation inquiry.
  
  After reviewing the order in question, 009022850506-7000248 - what we can say is that there is a cancellation period spanning ***** minutes or so, in this case this order was placed at 8:19pm Pacific and remained cancellable up until 9:00pm Pacific. Beyond that point, it is still possible for an order to be cancelled, though this requires contact to our Customer Success team, which can be done by accessing the following link: *********************************************
  
  Given that contact for cancellation went uninitiated, we have provided ****** with a Gift Certificate of $50 against the order total, added to her account to be used at the earliest convenience.
  
  We hope that this acts as a token of our desire to assist in a resolution to bring this matter to a close, but if there is anything else we can assist with,please do not hesitate to reach out.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************
  

• Initial Complaint

  Date:12/09/2024

  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.

  we ordered prints from Shutterfly. we ordered shipping and ordered at a time, to make sure it arrived a few days before an event we needed the prints. We got a package with an empty damage enveloped through ****! I don't think **** would steal the pictures and put it on our secured mailbox. the envelope looked shipped empty as it didn't even have crevices. we ordered 200 photos, if it accidentally opened through shipping it would have atleast crevices showing it was bulky. instead just an open damaged looks like recycled envelope.The dissatisfaction worsened when they wouldn't honor us letting the pictures be sent to local CVS/********* which they are partnered with , so we can make it in time for the event. the travesty is they had the option to fix the issue, but just offered to refund or resend the pictures but won't make it intimate for the event. Order # ***********-8000012

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Crystal in resolving the opportunity regarding the missing parts of her order.
  
  After reviewing the order in question, we found that the order 027006661023-8000012 did arrive as the customer described, though it is our experience that the contents may have come apart in shipment, while in the shippers custody. No matter the original, its our desire to make things right. In this case, the customer was provided with a reorder as a replacement.
  
  The replacement order arrived, but because the images were described as blurry, and not satisfactory, our Customer Success processed a full refund of the order value. While we agree that this is not the kind of experience ******* should come to expect, we understand it is the experience had. In light of this, weve added a gift certificate in the amount of $30 to the account to be used at the earliest convenience.
  
  We hope that this acts as a token of our desire to assist in a resolution to bring this matter to a close, but if there is anything else we can assist with,please do not hesitate to reach out.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************

• Initial Complaint

  Date:12/08/2024

  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.

  My son's preschool used Lifetouch (a Shutterfly company) to take his school photos. We decided to order hard and digital copies . The hard copies are mailed to us and the digital copies are made available via the Shutterfly platform. When I tried to download the digital photos from Shutterfly I was told that I could not as I had not made a direct purchase from them in the past 18 months. If I wanted access to download my photos then I'd need to buy something else. Shutterfly acquired *********, they the same company and I've already paid $95.95, being told I need to but something else for release of my photos is extortion. They refused to allow me to download my photos, even though I've paid for them. The requirement to make additional purchases from Shutterfly in order to access digital copies identified during the purchase and checkout process with Lifetouch.

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Mark in resolving the opportunity regarding Lifetouch digital images, via Shutterfly.
  
  After reviewing the issue in question, we found that the basis of Marks details is correct, archive precludes the possibility of download when absent a purchase in 18 months. However, at present we show that Marks account, under the email address shared, has yet to be archived and the images available for download.
  
  In the event that any issues arise, or to forego the current 18-month time frame, we have applied a gift certificate in the amount of $25 to the account,to be used at the earliest convenience. This will allow placement of the order and deactivation of the archive timeline.
  
  We hope that this provides satisfactory resolution to bring this matter to a close, but if there is anything else we can assist with, please do not hesitate to reach out.
  
  Sincerely,
  **** *.
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:12/04/2024

  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.

  Ive had two problems with the same order with Shutterfly, who continually ignores my emails. No one can deal with a chat on an ************ should be a very easy way for Shutterfly to investigate and respond to complaints, yet you dont do it. Ive already sent 3 emails about this order -half came completely damaged with some of the prints cut off as the postal carrier folded your flimsy envelope in my mailbox that contains 8 x 10s completely destroyed because you didnt send this via *** in better *************, curious about where the rest of my order is I go to track the rest of my order and it claims that you all delivered it via *** last week. This order was supposed to contain the bulk of the prints that I ordered and paid full price for costing about $300. I received no discounts, no specials - nothing and yet you send my order in so many different deliveries and carriers I cant even keep track of this myself to relating you the specific tracking numbers. basically, the only part of this order I received or received in tact was the woven blanket.The rest of the order containing all the prints and supposedly magnets which I never ordered I have not received.I need this part of my order re-shipped.. I did received the bulk of my prints on Wednesday as you claim it was delivered. Further, you list this as a *** package you have the tracking number is not a *** tracking number so I have no clue what carrier you used. I did not receive this package even though it claims it was delivered not to my address now my privacy has been invaded because obviously the driver left this with the neighbor who now has my private photographs.This is absolutely incredibly poor service that you havent responded by now.I have no intention on paying for things that I didnt receive much less I had to pay for damaged photographs that were bent, so hopefully will rectify this matter so that I can shop here again or I will never shop here again and file fraud.

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Alexandra in resolving the opportunity regarding the missing items for her order.
  
  After reviewing the account and contact history in question, we found no contacts were made to our Customer Success team. Additionally, we offer only chat and phone support, as can be found in our ************ *********************************************
  
  With respect to the shipments that were not received, these items shipped via *** Mail Innovations, this is a method whereby *** inducts the package from our facility and then delivers to the local **** hub for transit the rest of the way. This is the method offered which allows us to offer economical shipping. With Mail Innovations, it is true that tracking is limited and at times, **** may roughly handle packages we understand that regardless of the origin of the issue, it falls upon us to do our utmost to make it right. To that end, weve processed a reorder of the missing items (003089974655-8000074), which should arrive 12/17,with Rush delivery.
  
  Shipping typically follows a chain of custody which includes secure handling from induction to delivery however, there remain the possibility for some shipping related issues, which may have occurred here. Because of this, we have provided ********* with a gift certificate in the amount of $25 to be used at the earliest convenience.
  
  We hope this helps to provide a satisfactory resolution to conclude the open inquiry and we encourage Alexandra to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:12/04/2024

  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.

  In October 2024 I ordered a 8x8 Shutterfly booklet for my wedding. Shutterfly misprinted my wedding date and also put duplicate pictures of my wedding in the book and destroy my book I want a full refund or a new book to be done I paid $23.10 I do have an attached copy of the receipt.

  Business Response

  Date: 12/04/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Tamika in resolving the opportunity regarding the order placed in October.
  
  After reviewing the order in question 025031661702-9000024, we found that the order seems to have proceeded along without issue, producing and shipping as needed. If ****** could please confirm the incorrect text printed and on which pages duplicate images were produced, we would be happy to review the order details and project to determine next steps.
  
  Once we receive the additional details, we would be happy to proceed to provide additional assistance.
  
  In the meantime, we encourage ****** to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:12/04/2024

  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.

  Shutterfly is revising their storage policy and requires you to make a minimum purchase to download your photos. I contacted customer service several times because I was not able to download my phots using the app or internet browser. **************** refuses to assist me stating that I must make a purchase although I received an email stating I had 24 hours to download my photos before they are archived. Given the technical issues I am having, I requested a link that would allow me to download all of the photos stored on Shutterfly. No link was provided. I still cannot download my photos. The account is scheduled to be archived. The transcript of the 2nd conversation held with Shutterfly is attached. The email received from Shutterfly regarding the account is also attached.

  Business Response

  Date: 12/04/2024

  Thank you for the opportunity to comment on this situation. We're glad to help Anthonette in resolving the opportunity regarding the archiving of images.
  
  After reviewing the account in question, we found that two days after contacting our Customer Success team and one day after one of our Resolutions Specialist contacted (and left a voicemail), an account deletion request was initiated by Anthonette and completed. Typically, in this instance, we would offer a gift credit to place an order and reactive the archived images, but as this request was a part of our Privacy deletion process the account has been deleted in full, including any existing images.
  
  Once we can reactive, we then troubleshoot if the issue persists after order placement. In this instance, because the deletion has been processed, there exists no account, information, or images to worth within. Were sorry to say that as the deletion is permanent, there is no option for retrieval past this deletion.
  
  We hope this information helps to conclude the open inquiry and we encourage Anthonette to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work Representative - Customer Success
  ****************
  

  Customer Answer

  Date: 12/18/2024

   
  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,
  
  ********** ******