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:12/04/2024

  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.

  Shutterfly sent out an email saying they were going to archive any personal photos if you didn't make a purchase. I went online to access MY photos. Cleaned it up and requested a download of the remaining photos. Their online system told me that I would get a notice when my download was available. I never got a notice. Today when I reached out to support they told me I had to make a purchase to access my personal photos. Their software didn't work and they REFUSE to give me access to my personal photos, even though I requested to download them before their deadline.I want my photos returned to me.

  Business Response

  Date: 12/04/2024

  Thank you for the opportunity to comment on this situation. We're glad to help **** in resolving the opportunity regarding the archived photos.
  
  After reviewing the account in question, we found that the **** made mention of the attempt to download before archive, but without placing an order, there would be little way of understanding what happened next, as the photos are now archived on our end as well. Because of this, **** was provided with a $15 gift certificate, which could be used to place an order, thereby making active the archived images for testing.
  
  Once we determine if this process is successful or not, upon Loris confirmation, we can then proceed accordingly.
  
  In the meantime, we encourage **** to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - 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.

  Case #********. I contacted customer support because I was trying to place an order for five photobooks. The website advertised 50% of almost everything (applied automatically), an additional 25% off using a code, and free shipping using a code. I went to checkout after having applied these discounts but noted that the prices were not adding up. The orders did not even have full 25% discounts applied. I reviewed the fine print (which I took a photo of) and did not find a reason why the 50% off discount was not being applied. When I first contacted Shutterfly, it was through my phone. When the agent connected, they did not ask for any of my personal information including my name and email. She gave me some incorrect information and when I switched screens to validate it, the chat was disconnected. I then attempted to start the chat again using my computer so that I could switch screens and not lose the chat. I was first connected to **********. Jayabirada requested my email and name. I stated I wasn't really comfortable sharing those details 1) because the previous agent had been able to answer questions without these details 2) this was an online chat 3) my personal details were irrelevant to the question. Ultimately, he failed to resolve the issue and so I asked for a supervisor. I was connected with ********** who asked for my name, email, home address, and credit card information. This was a huge red flag for me. Ultimately, she refused to help, even after I provided her with my name. She had access to everything I'd provided but said it was "lost." I have several concerns: 1) unethical business practices advertising discounts that were not in fact granted in the purchase 2) an increase in the cost of my order of over $100 after talking to Jayabirada 3)********** asked for my name, email, home address, and credit card information & refused to help me 4) ********** refused to provide a contact for a supervisor or any individual who could help address my concerns.

  Business Response

  Date: 12/04/2024

  Thank you for the opportunity to comment on this situation. We're glad to help ****** in resolving the opportunity regarding the promotional items.
  
  After reviewing the order in account in question, we found that the promotions are applying correctly, with *Up to 50% off, meaning that certain items can be as high as 50% discounted. ****** indicated that the expectation was 75% off,but that is not how the promotion works. The slashed pricing provides the discount corresponding to the specific items being purchased as a part of the up to 50%, which for Photo Books is not a flat 50%.
  
  Once the slashed pricing is applied in the cart, the additional 25% as a code-based promotion, is applied as well. The agents did toggle that promotion, to ensure the 25% was applied, which is when ****** saw the price increase. The correct amount, with all applicable discounts, should be - $535.44.
  
  We acknowledge that there was some confusion in how the agent(s) explained the promotional offer, as the reason for the difference in pricing can best be explained by the Up to 50% detail listed in the terms and conditions, and we will ensure that the knowledge gap is closed. As for the request for information,one agent did initiate a Proof of Account Ownership, to ensure ****** was the account owner, as the last name had not come through the chat.
  
  Given the confusion, we will increase the gift certificate total from $20 to $50, as a token of our desire to impact satisfaction here. As the promotional totals are correct, there are no further discounts to apply.
  
  We will then consider this matter resolved, and we encourage ****** to please reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work - Customer Success
  ****************
  

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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 have used ******************** several times over the years to purchase photo albums. Recently I spent many hours preparing 6 different photo albums. When I was ready to order them I was pleased with the sales being offered (free extra pages; 50% off; free shipping to ******; etc.). The price for a total of 12 albums was $498.63 USD which is pretty good. I completed the sale on Oct 27 2024 but I was charged $361.95 in "international taxes", which is inconceivable to me. That's 72% in taxes. I spent hours talking with Shutterfly's customer service online and by phone, but they were unable (or unwilling) to tell me what % is being charged for the "international taxes", nor whether it is being charged on the original price or the discounted price after the discounts have been applied. I believe they are charging the taxes on the original price, pre-discount, and I also believe that is fraud. I find it highly unlikely that they are turning over $361 from this order (72% of the order price) to government(s) in the form of taxes or duties. But I can also find no way to hold the company accountable nor to force them to explain this approach, other than by filing this complaint with the BBB.

  Business Response

  Date: 11/20/2024

  We sincerely apologize for the frustration you have encountered concerning the international taxes applied to your order, and we appreciate the time and effort you've taken to communicate your concerns.
  

  At Shutterfly, we strive to provide transparency in our pricing, and we understand how important it is for our customers to be informed about any additional charges that may arise during their purchase. We are currently reviewing your situation and will work diligently to clarify the breakdown of the international taxes that were assessed on your order.
  

  Please allow us some time to investigate this matter further. We want to ensure that you receive a comprehensive explanation regarding the tax charges and the process we adhere to for international shipping.
  

  Your feedback is invaluable, and we are committed to improving our service based on your experience. In the meantime, if you have any additional questions or if there's anything else we can assist you with,please don't hesitate to reach out.
  

  We truly appreciate your loyalty and hope to resolve this issue to your satisfaction. Thank you for your patience, and we will be in touch soon.

  Sincerely,
  ChaVontay G
  Specialty Work Representative Customer Success

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22478791
  
  I am rejecting this response because:

  Hi. I am actually satisfied with Shutterfly's response but it is just an interim response, so I do not want the complaint closed or marked resolved yet. Shutterfly has asked for more time to provide a more fulsome response to my concerns and I think that's appropriate and I appreciate their attention to this. I clicked "reject" the response only because if I had clicked "accept" the response the complaint would have bee closed, and it is premature to do so at this stage. 

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

  Business Response

  Date: 11/21/2024

  Thank you for the opportunity to comment on this situation. We're glad to help ***** in resolving the opportunity regarding the charges on the order placed.
  
  After reviewing the order in question 004090650347-9000412, we found that the bulk of the tax costs came from the additional pages. Further research shows that orders shipping to ****** will not be accepted by local tax authorities if items are free and listed at $0 value, including photo book pages. In the case where pages have $0 value, either fair market value or the list price of the item would be used, as in this case, the list price of the pages. This ensures the appropriate amount of tax is collected, irrespective of promotional pricing.
  
  This would have been indicated in the cart as the order was placed, as all costs associated would be listed, just as in the order confirmation. Given this information and the transparency in the charge amount before the order is placed, we will consider this matter resolved.
  
  Please do not hesitate to reach out should there be anything further we can assist with.
  
  Sincerely,
  **** *.
  Specialty Work Representative - Customer Success
  ****************
  

• Initial Complaint

  Date:11/04/2024

  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.

  I placed an order. It was sent to the wrong address. I have contacted the company multiple times and have not heard back. Order 025040547194-7000062 It should be going to-*******************************************

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to comment on this situation. I sincerely apologize that ******* had an unpleasant experience with her recent Shutterfly order. 
  
  After reviewing Order Number: 025040547194-7000062, we can confirm that the order shipped on October 8, 2024, and ******* made her first contact on October 10, 2024. Due to the status of the order, we were unable to update it at that time. As an accommodation, a reorder (Order Number: 025040547194-8000074) was placed, and the tracking number 1ZRY61511347954597 indicates that the package was delivered on October 16, 2024.
  
  Additionally, we would like to note that a full refund in the amount of $30.32 has also been processed as part of our resolution.
  
  Given this information, we believe the issue has been addressed and will consider this matter closed. 
  
  If ******* requires any further assistance, she can reach out to our Customer Success team or simply respond to this message, and we would be more than happy to help.
  
  Best regards,
  ******* *.
  Specialty Work Representative 
  Shutterfly Customer Success 
  

• Initial Complaint

  Date:11/04/2024

  Type:Customer Service 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.

  Life touch photography/ Shutterfly Never received order Unable to reach anyone in customer service to resolve issue

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to address this situation. We are sorry to hear that ******* has experienced difficulties with our customer service communication.
  
  After reviewing Lindseys account, we found no record of communication with our customer success team regarding any orders, which suggests there were indeed challenges in reaching us.
  
  We want to highlight the various ways ******* can contact us. Our most popular method is our chatbot, available while creating products or on our customer support page. The chatbot can assist at any time and can connect ******* with Customer Success for further help.
  
  Additionally, there is a Customer Support option at the bottom of the Shutterfly homepage. Selecting this button directs users to our knowledge base,where specific issue categories can be chosen. From there, the system may provide a phone number or additional assistance options, including a secondary Customer Support button for direct help.
  
  We understand how frustrating it can be to not receive timely updates, but we do commit to provide notice of delays, as they happen, relative to a production standpoint. Lindseys feedback is truly important to us, and we hope this information is helpful.
  
  As an apology, we would like to offer a $50.00 gift certificate to *******,if she would kindly provide us with her account email associated with her Shutterfly account. This certificate will not expire, can be used for any purchase on our site, and will apply automatically at checkout.
  
  If there is anything more we can assist with, we encourage ******* to reply to this thread so we can provide the necessary assistance. We are more than happy to help resolve any outstanding concerns. 
  
  Best regards,
  ******* *.
  Specialty Work Representative
  Customer Success 

• Initial Complaint

  Date:11/04/2024

  Type:Customer Service 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 June 1st I got a settlement voucher for $25 from the Rivali v. Shutterfly settlement. I accidentally applied the code on another account but never made a purchase with it. And I recently closed that account a few days ago. I went to use the code tonight on my main account and it said the code had already been redeemed. I had not, it had been applied, not the same thing. Anyway, I talked with support and they said they cannot transfer the code. I then asked them to unlock my old account so I could do it, and they said they cannot do that, either, and that neither can I. The email had said account closures take 45 days and since I did it yesterday I assumed I had more time. I feel like this is just them trying to get out of letting me use that voucher. How is it possible the company itself cannot unlock that other account, or transfer the voucher, or even issue a new one? I was a customer for a few years, but if they're willing to lose me as a customer over $25 that's NOT THEIRS, I won't be any longer.

  Business Response

  Date: 11/21/2024

  Thank you for the opportunity to comment on this situation. We're glad to help **** resolving the opportunity regarding the $25.00 off code.
  
  After reviewing the incident , we found **** had entered the code into his account with an expiration date of 6/2/2025; then the account was closed without placing an order.
  
  The information provided by the agent was correct.  Based on the terms and conditions provided on all promotion codes; they are not able to be transferred from one account to another. In an effort to provide **** with a satisfactory experience $25.00 will be added to his new account as a gift certificate which does not expire and can be used at the earliest convenience. To utilize, simply create, personalize, and add the desired item to the cart to checkout.
  
  Please do not hesitate to reach out should there be anything further we can assist with.
  
  Sincerely,
  ***** *.
  Specialty Work Representative - Customer Success
  ****************

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22509315
  
  I am rejecting this response because:
  I just checked my Shutterfly account and there's no credit listed there, nor have any emails come about it.  ******************************
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/26/2024

  We sincerely apologize for our oversight and appreciate your understanding as we work to correct this issue.
  

  To resolve this matter, we have added a gift certificate of $25.00 to your account ************************ as initially promised. In addition, we've included a second gift certificate valued at $30.00 as a gesture of goodwill. Please note that both gift certificates can be used together and do not have an expiration date.
  

  If you need any further assistance or have additional questions, please do not hesitate to reach out to us.

  Best regards,
  ChaVontay G.
  Specialty Work Representative
  Customer Success 

  Customer Answer

  Date: 12/06/2024

   
  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,
  
  **** *****

• Initial Complaint

  Date:08/29/2024

  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.

  Shutterfly advertised unlimited ********* photos no charge all you have to pay is the shipping. The online portal was not working, so I used Chat to help complete the order. He disconnected prior to confirming the order and placed the order, leaving multiple items still in the cart. The order was placed for 100 photos with a $12.90 shipping fee. I contacted customer service to help me with the remaining order that should have been included in that order. When I spoke with them they informed me that the rest of my order was ready to go and I could complete it online. When I looked at the total I was shocked! It was $87.55!!! In fairness $9.99 was a picture I ordered that was not free; however, $70.52 was what they wanted to collect for SHIPPING in addition to the $12.90 they already collected!!! If this is not a scam I dont know what is. You tell your customer they get free prints and then you go in the back door and **** them on the shipping cost! I wasnt looking for free shipping, but I was looking for fair market and in speaking with several of their supervisors, none of them were willing to get it there. The most they were willing to do was take $30 off, which would still have been $50 plus shipping. If you went to your local **** they would not charge you those kind of fees. I find this to be very dishonest by Shutterfly and not how you maintain a credible business reputation.

  Business Response

  Date: 08/30/2024

  Thank you for allowing us the opportunity to address this matter.
  
  We understand Ms. ****** had an unsatisfactory experience with our unlimited app prints promotion and we will do our best to assist.
  
  Upon reviewing Ms. ******* two most recent orders, we found that both orders for the 4x6 app prints were only charged for shipping. Order Number 002099502126-7000936 incurred a shipping fee of $12.90, while Order Number 002099502126-8000948 had a shipping charge of $19.11, totaling $32.01.
  
  It is important to note that we do not see a charge of $87.55, as mentioned. Instead, Ms. ****** would have been charged an approximate total of $71.78 due to items added to the cart from both the app and the website, had Ms. ****** proceeded with the purchase. As to the costs of the shipping options provided, shipping charges vary by product and is based on product type, quantity, weight, processing, packaging, and shipping destination. To determine the accurate shipping costs, Ms. ****** can add the desired items to the cart. Once added, the shipping charges will be displayed based on the selected items. 
  
  Additionally, we show Ms. ****** was offered a $30.00 gift card for her inconvenience. Lastly, when ordering via the app, the prints are free compared to $0.28 per print on the website which would allow Ms. ****** to take advantage of various shipping promotions that are not available via the app.
  
  Given our analysis of the complaint and the information provided above, we believe the $30.00 gift card is a fair resolution to this issue and will consider this matter resolved.
  
  Please let us know if there is any that we may assist with beyond this matter or please feel free to contact us as needed.
  
  Best regards,
  ******* *.
  Specialty Work Representative Customer Success

• Initial Complaint

  Date:07/25/2024

  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.

  When customers order more than one photo book from Shutterfly, Shutterfly ships the order in foldable cardboard cartons that do not seal on the ends. The ends fold in, and are not secured in any way. When the weight of the books shift in the carton, the ends pop open and books fall out. I have had this happen to my orders every year for at least four years. Photo books containing hundreds of photos of my minor children are lost and end up who knows where. Even the replacement orders for the lost books are placed in the same unsecured foldable cartons. The fact that the ends of the cartons are not sealed in any way is not a random error - this is how every carton is shipped out.I have contacted customer service about this ever year for the last several years. I have sent them photos of the cartons showing no tape and showing how the ends pop open. I have sent them video of how the books fall right out of the cartons.Nothing changes. The cartons continue to be used and my photo books are lost.This year I called before placing my order to see what I could do to get my photo book order shipped securely. I was told a note for production was placed on my order. My two cartons arrived - one with no tape and guess what? Books fell out and were lost.This is an **enormous violation of privacy** that Shutterfly staff care nothing about.** The use of foldable cardboard cartons needs to stop immediately. ** Use actual boxes that have four sides and can be taped shut like every other business in this country uses. Amazon can do it - so can Shutterfly.If Shutterfly doesn't care about their customers' privacy, you'd at least think they'd care about their bottom line. They have lost thousands of dollars reprinting and reshipping books as a result of this issue.

  Business Response

  Date: 08/07/2024

  Dear ********,
  
  Thank you for the opportunity to comment on this situation.? We take each moment as a chance to learn and feedback as our source of truth in how we can adjust.
  
  After reviewing the details in full, we can provide all assurances that this feedback will be communicated to the corresponding team. Feedback is how we shape the customer experience and we are committed to ensuring one that delights.
  
  Quality is of the utmost importance to us and when an issue arises, we make it right. With this in mind, a replacement order was issued on July 6th, 2024. We have also added a $15 Gift Certificate to the account, which does not expire and can be used at the earliest convenience.
  
  Once again, we extend our sincerest apologies and if there is any further assistance we can provide, please feel free to contact us.
  
  Sincerely,
  ********
  Specialty Work Representative Customer Success

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21998603
  
  I am rejecting this response.

  I am seeking a change in the way Shutterfly books are shipped - not restitution. I want the use of the foldable cardboard cartons which do not seal to be discontinued for the sake of myself and the thousands of other customers who repeatedly have their privacy violated when these cartons are used and books with hundreds of photos are lost.
  
  This response is the same response I have gotten every year when I have contacted **************** directly - "we value your feedback and we will pass it along to the appropriate team." The fact that nothing his changed with respect to the containers they use to ship books, is a clear message from Shutterfly that they do not care about their customers nor their privacy. We trust **************** with thousands of images of our children and they can't seem to concern themselves with making sure those images don't end up in the hands of strangers.
  
  I am not seeking restitution. Replacement books and a $15 gift card come nowhere near making this right. I can't put a dollar value on the privacy violations that have occurred - not just once - but year after year despite this issue being reported to Shutterfly repeatedly. If Shutterfly feels that $15 and the continued use of these cartons is a resolution (and "makes it right"), they clearly do not understand severity of this situation.
  
  I will not be satisfied until these foldable cartons, which do not seal and result in books falling out, are no longer used.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2024

  We thank ******** for her reply, and we certainly understand the level of frustration.
  
  In looking at additional context, of ************* reorders that have been placed, ******** has needed to contact on less than 15 total dating back to 2010.

  One order from 2020 mentions missing 2 books, though 4 books were in separate shipments, with 8 out of 9 orders in 2020 arriving without issue,according to our contact records. Eleven orders into 2021 and 2022, ******** does report an issue of missing 2 books by damaged packaging and in line with her contact in 2023, she did include images that illustrate where she believes the point of failure is taking place. We have the 2022 examples up to the 2024 order and we have gathered all of this feedback to address to the appropriate channels, which we touched on before.
  
  With regards to any process changes, ********* orders are concerning, but we do a great deal to understand opportunities both on a large scale and specific to individual customers like ******** and we act in accordance with our core values and, most importantly, with our customers in mind.
  
  Lastly, with regard to privacy concerns - each package shipped follows a chain of custody, and in most cases where overgoods (contents that become separated with their packaging) are concerned, they are handled in accordance with either Shutterfly or the shipper's well-defined process. In many cases, they are returned, received,repackaged, and reshipped by us. Otherwise, if the items cannot be matched back, the contents are carefully disposed of.
  
  We appreciate the opportunity to respond, and we hope this additional information provides some peace of mind. Please let us know if we can answer any additional questions.

  Sincerely,

  ************

  Special Work

  Customer Success

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 21998603
  
  "...we hope this additional information provides some peace of mind." - Shutterfly

  None of the additional information provided indicates ANY change to process to insure that customer photo books do not fall out of the foldable cartons.

  Shutterfly has never done anything with the feedback provided making them aware that their their packaging is not secure. They refuse to use actual boxes, they won't require tape on all sides of the foldable cartons, nor adopt any other changes to their shipping process to address the issue.

  Since the root problem has not been resolved in any way, I reject the response. At this point, I fully expect that Shutterfly will do absolutely nothing to address this repeated severe violation of privacy. I am not requesting any additional feedback from Shutterfly - they have made it abundantly clear that they will do nothing to address this issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2024

  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 worked on a project today for 4 ongoing hours. it is a photo book. nearing the end of me being done with said project, the website freezes up and a pop up from shutterfly pops up saying that they are having technical difficulties and my project can't be continued. so i opened up a new window(whilst keeping other window open) and my project was deleted except for the first photo on the cover. i am requesting my project to be found of my baby's first birthday because i spent a good part of my day working on it for it to just be gone because shutterfly felt like it. email is ************************

  Business Response

  Date: 07/25/2024

  Thank you for giving us the opportunity to address this important matter. We sincerely apologize that ***** experienced technical difficulties resulting in lost work.
   
  We appreciate her reaching out and sharing the feedback with us. We understand how frustrating it must have been to lose the work, especially on such an important project.
   
  While we are unable to recover the lost project, we would like to offer ***** a complimentary photo book as well as a $30 gift card to compensate for the inconvenience and the time spent. We hope this gesture helps to recreate the project and enjoy our services in the future.
   
  The complimentary photo book and the gift card have been added to the account. The gift certificate does not expire and can be used at the earliest convenience. The credit has an expiration date of 10/25/2032.
   
  If you encounter any issues or need further assistance while recreating your photo book, please do not hesitate to reach out to us.
   
  Once again, we sincerely apologize for the inconvenience and thank you for your understanding.
   
  Best regards,
  Maceo C
  Specialty Work Representative Customer Success
   
  
  
   

  Customer Answer

  Date: 08/14/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/26/2024

  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.

  Good morning, I ordered items on June 15, 2024 for a gift. As of now, the magnet ordered hasn't even shipped! I contacted chat twice, got disconnected the first time and then got a message there were no agents the second time. I then called and was disconnected. I need an update on this order which was a gift that now will not arrive on time and a refund. In addition, this complaint serves to show your company that your customer service is terrible. Truly a disappointing experience that I have to file a complaint to contact your customer service (or lack thereof).

  Business Response

  Date: 06/26/2024

  Thank you for giving us the opportunity to address this important matter and we appreciate the chance to assist in this issue.
  
  Upon further research, we found that ******* placed the order (009061782027-9000050) on June 14th, with an estimated arrival between June 20th and June 27th.
  
  All items shipped prior to the expected ship date, though the magnet seems to have gone stale with the carrier. ******* contacted on the 24th and advised that the magnets were not received and the chat agent assisting that day offered a reorder of the item or a refund to accommodate - the chat became unresponsive and was ended without resolution with the agent encouraging ******* to contact back as needed. 

  We take full responsibility, given the shipment opportunity and we have processed a reorder with rush for the magnet as well as a refund of $16.97 for the magnet and shipping cost. We will work to expedite the order, posthaste and ******* should expect an order confirmation email shortly, with the refund processing in 7-10 business days.

  If there are any other concerns, please do not hesitate to reach out if.
  
  Sincerely,
  ************
  Specialty Work

  Customer Success