Complaints

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

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  Shutterfly, LLC

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

• 

  Shutterfly

  1000 Shutterfly Blvd Fort Mill, SC 29708

• 

  Shutterfly, Inc.

  10400 Viking Dr Ste 160 Eden Prairie, MN 55344

• 

  Shutterfly, Inc.

  8915 Wald Houston, TX 77034

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

• Initial Complaint

  Date:06/12/2024

  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.

  Shutterfly uses deceptive practices when advertising when it will fulfill orders. It sends unique coupons to customers that say they are valid through July 14, 2024, but then attempted to redeem, says it has already been used. I placed an order through their website on May 9, 2024 for expedited delivery. Due to the significant delays in Shutterfly fulfilling the order and sending it through a mail carrier with significant delays, the entire order was not received until June 7, 2024, nearly a month later. After several weeks delay, I contacted Shutterfly to redo the order and ship it overnight. It took them over a week to make the order and they did not ship it out until the day that they claimed I was to receive it. With each order, they sent what appeared to be unique 40% coupon codes for future orders. Nothing in the small print says that this is not a unique code. However, when I attempt to use one of the codes that I have not used, it says it has already been used because I used one of the 5 different codes they sent. I am requesting a refund on the delayed orders and a useable 40% off coupon code.

  Business Response

  Date: 06/12/2024

  Thank you for giving us the opportunity to address this important matter.
  
  Upon further research, we found that the customer has been assisted with the desired 40% off as well as the aforementioned refunds by one of our Advanced Resolutions Specialists 6/11/24. We did not notice any outstanding items therein and will bring this complaint to a close, as such.
  
  Please do not hesitate to reach out if there is anything else we can assist with.
  
  Sincerely,
  ************

  Specialty Work BBB

  Customer Success

• Initial Complaint

  Date:06/07/2024

  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.

  I have had a Shutterfly account for at least 15+ years. About a year ago I went onto my account and found that thousands of my photos were gone. And in the place of each missing photo was a note that said "photo unavailable it was deleted by owner" I immediately called Shutterfly. I have been fighting with them for over a year now about my lost photos. I lost my kids births, vacations, family events etc......I have been continuously given the run around and lied to. At first they "appeared" to try to be helping me...But I would get shuffled on to another costumer service person. They would not call me back, or they would say tech is working on the problem. Then I was told it was my fault that I had some share site and I deleted my photos..... I have NEVER deleted one photo from Shutterfly and in fact after researching their customer service, this has happened to others..I have saved every email correspondence from them. No one will help me. they keep saying either it's my fault or that they are working on it. Thousands of photos are gone... it's devastating. I've tried chatting, emailing, calling.......Nothing works.. They tried of offer me a 10$ gift certificate???? for deleting thousands of photos?? Their costumer service is horrendous. They even tried to get me to pay to talk to someone. Please help I have many many emails from them if you need me to send them.

  Business Response

  Date: 06/11/2024

  Thank you for providing us with the opportunity to address the current situation at hand.
  
  Our review of the complaint shows that given the ongoing issue, we are actively engaged in resolving the customer's concerns and have initiated discussions with her. One of our senior members of customer success leadership had a dialogue with the customer on 6/5 and offered a follow up to provide further details once our technical team has thoroughly investigated the matters related to her account.
  
  While there is yet to be a resolution to the matter, the customer may rest assured that we will reach out when one is firmly in sight. Please feel free to contact us if there are any additional ways in which we can be of assistance.
  
  Sincerely, 
  *********
  Specialty Work Representative Customer Success

• Initial Complaint

  Date:06/07/2024

  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.

  Regarding: Very Serious Complaint And/Or Very Special Request Regarding: $25 Voucher code: 8C9R-3E6G-RAZM-WKAY1K Regarding: Scam Class Action Settlement: Rivali v. Shutterfly Settlement Voucher I participated in a Supposedly Legitimate Class Action Settlement Lawsuit With Your Company, "Shutterfly, LLC") for the Purpose Of Not Only Being Qualified, but to be Entitled To Receive Either A *********** Deposit, Check Or Debit Card as My Cash Settlement!I Definitely Was Not Into Receiving A **** Voucher For The Purpose Of You And/Or Your Company, "Shutterfly, LLC" To Make Additional Money From ME! = BIG TIME SCAM!I have participated in Many Class Action Settlements In The Past And Never Dealt With A **** Scam Like Yours To Not Give Money Back To A Qualified Claimant, Participant And/Or Plaintiff, but Instead To Be Illegally And/Or Potentially Forced To Purchase Additional Products For The Purpose Of "Shutterfly, LLC" To Make Additional Money, Period!Please Note: If I knew this was the Case From The Beginning Of Your Scam, then I would Not Have Wasted My ****** Time In Participating!I am therefore sending You out this Letter Of Very Serious Complaint and/or Very Special Request to please send ME Out My $25.00 Check to my home address of: c/********************************************, ************************************************************Please NOTE: If You do Not Send Out ME Out My Proper Check In The Amount Of $25.00 Dollars, Plus A Letter Of Apology, then I am Going To Small Claims Court and Settle It There!I Want My $25.00 Dollars In Cash Or Personal Check Or Debit Card! Period!==========From: Claims Administrator <********************************>Date: Sat, Jun 1, 2024 at 6:49AM Subject: Rivali v. Shutterfly Settlement Voucher To: <**************************>Your unique voucher code may be applied for up to $25.00 toward a single, qualifying purchase at Shutterfly.com.$25 Voucher code: 8C9R-3E6G-RAZM-WKAY1K Expiration Date: This voucher expires June 2, 2025

  Business Response

  Date: 06/11/2024

  Thank you for giving us the opportunity to address this important matter. We sincerely regret that ****** is dissatisfied with the court-approved settlement from the class action lawsuit. 
  
  Upon further research, we found that given the terms of the court-approved settlement and his participation therein; ******, is ineligible for additional compensation.
  
  Should ****** wish to discuss this issue further, we invite him to contact ************************* at ************. ********************, who ****** may remember from a previous encounter in an LA small claims courtroom some years ago, is available to address any concerns over the phone.
  
  Please do not hesitate to reach out if there is anything else we can assist with.
  
  Sincerely,
  ************
  Specialty Work Representative Customer Success

  Customer Answer

  Date: 06/18/2024

  i do NOT care how small the amount is.

   

  all class action settlements are in the form of cash, check, direct deposit or debit card.

  we will deal with it in SMALL CLAIMS COURT!

   

  take care

• Initial Complaint

  Date:05/24/2024

  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.

  See supporting documents. I wrote a letter dated Feb. 8, 2024 about my complaint, but have received no response. I would like them to find my project so I can edit and order more copies. If they can't find it, I would like to be able to re-do the project at no cost, and receive a good discount on my order. That would be satisfactory.

  Business Response

  Date: 05/28/2024

  Thank you for the opportunity to assist in this matter.
  
  First and foremost, wed we are happy to help *******, as we take the feedback with great seriousness and hope to provide a resolution to the current complaint.
  
  
  The documentation that was provided was reviewed and we were able to successfully locate the project, titled Castle & ***** Reunion July 21, 2023. It appears there was a typo in the email when the account was being first created. The email address associated with the project is email: ********************** which seems to be a typo missing the m in .com.
  
  
  We would ask that ******* sign in using the email address the account was created with - if assistance with the password is needed, please feel free to reply. To correct the email address on the account under the .co domain, ******* will first need to change the email to the current account under the .com domain (i.e. *********************** > ************************), which will free up her current address to change on the .co account.
  
  For assistance with any of the following, please do not hesitate to let us know.
  
  
  Sincerely,
  ******************
  Special Work Representative - Customer Success
  ****************

  Customer Answer

  Date: 06/03/2024

   
  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.  I wasn't able to change the email address, but am now able to access my project.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/24/2024

  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 paid for expedited shipping for $16.99 on my recent order. It's bad enough that I was already supposed to receive free shipping for paying almost ***** in the 1st place. This is absolutely unacceptable for just one photo book. I can't lose my photos that are in the album they made. *** is stating it's being delivered through ground. I need to obviously know what is going on here.

  Business Response

  Date: 05/24/2024

  We appreciate the opportunity to address the concerns. Here at Shutterfly, we see each experience as a chance to learn from our customers. We value all feedback and are committed to assisting as best as we can.
  
  Upon further review, it appears that ****** made a purchase on April 28th, 2024, selecting our expedited option, as the order was needed expeditiously. Each of our orders provides the delivery type along with the corresponding delivery dates or ranges in the cart. That same date is provided via the confirmation email and again on our end to view as latest delivery dates. In this case, ******'s delivery date provided, was May 6th, 2024, but because we were able to complete the order well before the initial expected shipment date, the order delivered three days early, on May 3rd, 2024.
  
  Given the confusion regarding the expected date, the customer success agent ****** spoke with on May 1st, 2024, provided a refund for the cost of our expedited option (excluded from our free shipping promotions). With the order successfully delivered and the accommodation provided, we will consider this matter closed.
  
  Please feel free to reach out with any additional concerns or requests for assistance.
  
  Sincerely,
  ************

  Specialty Work Supervisor

  Customer Success

• Initial Complaint

  Date:03/29/2024

  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.

  I placed an order today for one 5x7 print and one 8x10 print. Advertised promo below. Shutterfly online app would not give me free shipping. I canceled order. I would like an explanation of their always deceptive promos.Free Economy Shipping (No Minimum)*Promo code: SHIP4FREE *The following terms and conditions ("Terms") apply to your participation in this promotion. These Terms are between you and Shutterfly, LLC. and/or its affiliates ("Shutterfly", "we", or "us") and govern our respective rights and obligations. The Terms, together with any additional applicable terms and conditions related to any promotional offers provided to you for use with this promotion, constitute the entire agreement between you and Shutterfly related to your participation in this promotion.Please note that your use of the Shutterfly website and its suite of apps is also governed by other terms and conditions, including Shutterfly"s Terms of Use and our Privacy Policy as well as any other applicable terms, conditions, limitations, and requirements posted on the Shutterfly.com website from time to time.Offer expires March 3, 2024 (11:59 P.M. PT). Offer is good for free economy shipping on one order shipped within the U.S. only through shutterfly.com, tinyprints.com or the Shutterfly app. Taxes may apply. Orders with multiple recipients will receive one discount applied to the shipment with the highest shipping cost. Not valid on 4x4 and 4x6 app prints, 6x6 photo books, cards sent using mailing services, orders shipped to non-U.S. destinations, gift cards and prior purchases. Free product offers cannot be combined with free shipping. Offer cannot be redeemed for cash or cash equivalent. Cannot be combined with select offers or credits. Promo can only be redeemed once per account and/or billing address. Shutterfly may modify or replace any part of these terms and conditions without notice at any time. Shutterfly may refuse or cancel orders due to promo and pricing errors, fraud, misuse, or unauthorized use.

  Business Response

  Date: 04/01/2024

  Thank you for the opportunity to comment on this situation. We are sorry to hear that ***** has had a less than satisfactory experience with our promotional offers.
  
  After further review, we were unable to find an order placed or cancelled with a 5x7 print or an 8x10 print - though we would be happy to review the order in question for further details. What we can expand on, is that the promo should have worked for the order in question - we would encourage ***** to contact us anytime this is not the case, and we will work to assist and resolve.
  
  Next, we've reviewed *****'s cart and found that our new, but similar promotion, SHIPIT (free shipping with No Minimum) is applying correctly per the screen capture attached, as a courtesy, we have also provided a $10 Gift Credit to the account for a future purchase, to be used at the earliest convenience. The gift credit will apply automatically at checkout, can apply to anything on our site, and never expires.
  
  For any further questions or comments, ***** can feel free to reply to this thread. We would be more than happy to help.
  
  
  Sincerely,
  ******************
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:03/20/2024

  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.

  Package/item confirmed missing and they refuse to refund the payment.

  Business Response

  Date: 03/20/2024

  Thank you for allowing us to address this matter. We take all feedback with the utmost seriousness and aim to understand what opportunities exist in *****'s most recent experience.
  
  After some research, it appears the expected delivery date for the order in question - 027009941775-8000012 was between March 4th and March 11th, 2024. The order shipped one day earlier than expected and began transit on the 29th of February, using a method of shipment that utilizes both *** and **** called, *** Mail Innovations. *** picks up the package from Shutterfly, processed within their system to hand over to the nearest **** Hub to route to the local **** for delivery. We do show that a refund was requested on March 6th, at approximately 8:19 am Pacific time and approved a short time later to be processed back to the card used to make the purchase, in the amount of $14.02. Separately, we show that the package updated status on the 6th of March, arriving at the local **** system around 1pm that day - though that does not preclude the possibility that the order was lost.
  
  Given the order status, the full refund was previously processed per the expressed preferred accommodation requested via our Customer Success team and in this complaint - as such, we will consider the matter resolved. 
  
  Please do not hesitate to reach out if there is anything else we can assist you with.
  
  Sincerely,
  ************

  Shutterfly Account Help - ******************** Liaison 

• Initial Complaint

  Date:03/06/2024

  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.

  Supposedly free shipping and prints, $12.62 or so for taxes on 69 prints???? I think I've been ripped off, but am unable to contact the company before Monday morning. I'm so fed up with the internet, I may never use it again.

  Business Response

  Date: 03/20/2024

  Thank you for allowing us to address this matter. We take all feedback with the utmost seriousness and aim to understand what opportunities existed in ********* most recent experience.
  
  After some research, it appears the cost breakdown of the order in question - 027009941775-8000012 shows that ******* did receive the app promotion for free 4x6 prints, with a total of $1.01 for tax and a shipping cost of $11.61. Free shipping is often available for orders meeting a minimum threshold but precludes free app prints from the offer, as mentioned in our promotion terms and conditions.
  
  We do show that the order was cancelled per ********* request and the preauthorization should have fallen off of the card used to place the order, as per the expressed preferred accommodation requested via our Customer Success team and in this complaint - as such, we will consider the matter resolved. 
  
  Please do not hesitate to reach out if there is anything else we can assist you with.
  
  Sincerely,
  ************
  Shutterfly Account Help - ******************** Liaison 

• Initial Complaint

  Date:02/07/2024

  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 am having technical difficulties with my account. I attempted to resolve the issue by reaching out to customer service via chat on Feb. 6 at around 5 pm EST. After waiting a few minutes, I was unfortunately connected to an agent by the name of *******. ******* proceeded to keep me on hold, and then after copying and pasting their script, ******* disconnected the chat. I then had to reconnect to an agent, and was connected to *******, who after greeting me ,said nothing. I then asked if they planned on helping me. Frustrated, I decided to just call in. When I called, the automated voice kept telling me that my estimated hold time is 1 minute...this went on for about 10 mins. after which time I decided to hang up and submit this complaint.

  Business Response

  Date: 03/06/2024

  Thank you for the opportunity to comment on this situation. First and foremost, wed like to apologize for any difficulty ************ experienced trying to receive assistance with their order. We take each complaint seriously and hope to provide a better experience for ************ going forward.
  
  As a token of our apologies, I have added a $30 gift certificate to **************** Shutterfly account.  This gift certificate is ready for use, doesn't expire, and will be automatically applied to any Shutterfly orders until it is used up.  (It won't apply to orders placed for in-store pick-up.)  I hope ************ accepts this gift certificate and is willing to use us again in the future.
  
  If ************ has any further questions or comments, she can feel free to reply to this thread. I would be delighted to assist.
  
  
  Sincerely, ? 
  ******************
  Specialty Work Representative - Customer Success 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21256012
  

  Hello. Thanks for your response. I will accept the $30. I checked my account, but don't see it (or at least I don't know how to access it).

   

  Please note that in BBB, if I "accept" a response, they will automictically close the case. You may contact me directly via email and I will accept the resolution to close out the case.
  
  Sincerely,
  
  Mayo Az

  Business Response

  Date: 04/04/2024

  Thank you for sending us Ms. ***** response. Were happy to hear she is satisfied with our resolution. 

  We can confirm that the gift certificate was indeed added at the time of our initial reply on March 5, 2024. ************ can confirm this with the below steps:

     1. Sign into Shutterfly account.
     2. In the top right corner, click on Hi, Mayo which populates a dropdown menu.
     3. In the menu options, click on My Promotions.
     4. There will be a tab that says, Gift Cards. This is where ************ can see their $30.00 gift certificate.

  If the issue persists, please have ************ confirm they are signing in with the supplied email address of *****************.

  For any further questions or comments, ************ can feel free to reply to this thread. We would be more than happy to assist.

  Thanks,
  ****************
  Specialty Work Representative

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  Mayo Az

• Initial Complaint

  Date:01/25/2024

  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 ordered a photo book on December 20th for about $60, including $9.99 in shipping charges. It shipped 12/21/2023 and *** shows one day of tracking, so the package last moved on 12/22/2023.It is now 1/3/**** and the package hasn't moved in the *** system- it's clearly been lost in the facility. I tried to contact Shutterfly support, they only allow you to call in during "business hours"- but they do business globally, so who knows what they define as business hours... and frankly it's ****, I don't want to call in. I want to send you one email and you figure it out on your side.Bad news for consumers, they don't have a way to open a support ticket via email- they have an instant chat feature. I just spend 32 minutes in that chat feature, which logs you out if your device falls asleep, only to have the poor CS rep in ***** tell me I can't get a replacement or a refund until January 8th, at which point I need to call or chat back about the problem- and waste another thirty minutes of my time.

  Business Response

  Date: 02/23/2024

  Thank you for the opportunity to comment on this situation. We are so sorry ****************** experience was less than satisfactory with her recent photo book order not arriving as anticipated.
  After a review of the incident, we found that from a production standpoint, we processed and shipped the order promptly. However, with the order shipping during a holiday it did add a couple days to the delivery process.
  
  We completely understand ****************** frustration and that the experience is not one she should expect to have. I have provided a full refund for the order in the amount of $59.91 for the delay. This refund should be seen on their next account statement or in 7-10 business days.
  ?Additionally, I have included a $30.00 gift certificate as a gesture of goodwill for any inconvenience caused. This gift certificate is ready for use, doesnt 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