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:01/23/2024

  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 holiday cards in November. When I received them one of the pictures was incorrect. I called and they offered a credit if I wanted to re-do the cards. I agreed but it took several days to get the credit. When I received the credit and tried to re-do my holiday card their website was crashing and I couldnt complete it. There was no way at this point I was going to get the new cards in time to mail them out. So I called again. I uploaded images of the incorrect card to their app. They agreed they were incorrect and agreed to give a refund. However, to get the refund they said I must send the original holiday cards with the incorrect picture back. They told me I would receive an email with an address to send the holiday cards back. I never received the email. I am happy to send the cards back but have no idea where or to whom to send them. I really just want my money back and I have no desire to keep the defective cards. They claim they have a 100% happiness guarantee but so far they have not fulfilled this.

  Business Response

  Date: 11/15/2024

  Thank you for the opportunity to comment on this situation. We sincerely apologize for the delay and for the difficulties ***** has experienced in resolving her concerns.
  
  After reviewing the incident, we found that the holiday card ***** received was not what she expected when she placed her order. The agent provided a credit for new cards on the same day she contacted us, December 7, 2023. However, no order was placed, and the credits expired one month later. ***** then reached out on December 21, 2023, requesting a refund, and it was requested that she return the cards for a full refund.
  
  We understand that ***** *** not have recognized the email with the return label, with the assumption that it was not sent, and she contacted us again on January 20, 2024. At that time, the refund of $62.36 was processed back to the credit card used when the order was placed.
  
  Given this information, we believe that the issue at hand has been addressed, and we will consider this matter closed.
  
  Please do not hesitate to reach out if there is anything further we can assist you with.
  
  Sincerely,
  ***** *.
  Specialty Work Representative - Customer Success
  ****************

• Initial Complaint

  Date:01/12/2024

  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.

  This company promised to have my personalized Christmas cards delivered no later than December 20. Instead they arrived the 26th, after Christmas has already passed. When I called them to complain the first time the representative said they would give me a full refund and send me a return label to send them back. I still to date have not received the return mailer. So today when I called today to say I didnt receive the return mailer, they simply said sorry, they could not send another one and that they would instead refund only the postage I paid for the late order.After having to haggle back and forth several times on the phone they reluctantly granted a 50% refund, still far short of their original pledge for a full refund. And contrary to their advertised 100 percent happiness guarantee.So I complaining here tonight to request the other 50% refund of the product that did not get delivered as promised and according to their guarantee.

  Business Response

  Date: 03/05/2024

  Thank you for the opportunity to comment on this situation. We are so sorry ******************** experience was less than satisfactory with her recent holiday cards not arriving on time.
  
  After a review of the incident, we found that from a production standpoint, we processed and shipped the order promptly, but it was significantly delayed in transit.? The last tracking update occurred on December 26th as delivered.
  
  We completely understand ******************** frustration and that the experience is not what one should expect to have. We have refunded the remaining balance of her order in the amount of $50.14. Depending on their banking establishment the funds will be available within about 7-10 business days.
  
  To date **************** has been fully refunded for order 023003833052-8000048. We 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

• Initial Complaint

  Date:01/10/2024

  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.

  In March of 2023, Shutterfly deleted 14 years worth of photo sharing/ journaling/ blogging - including my sons memorial page- when deleting their share pages without warning. They claim to have sent out emails 90 days prior, however, I never received one (even checked spam). That being said, thats a huge act without confirming customers are aware. Everything is gone. I have tried for months to contact anyone who will listen without giving me a prewritten apology only. *** reached out to the previous and current CEOs multiple times with no response. Because of customer upset **************** brought back the images they had stored for customers but will not address the share pages. I dont want them back permanently, but long enough to copy all the memories.

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to comment on this situation. First and foremost, we hope to provide some peace of mind to ****** and apologize for the delay in response.
  
  Beginning in September of 2022, all customers who did not place an order within the last 18 months were notified via email that an order must be placed by March 29, 2023. ****** was affected by this change, resulting in her images being temporarily removed with no order being placed before the deadline.
  
  We understand how important it is to preserve memories and, in the desire, to provide additional opportunity to retrieve their images, our deadline of photo deletion for inactive customers was extended until May 30, 2023. Later this changed to instead archive images, so that they remain in the account, if no orders are placed in 18 months.
  
  While account images were restored, were sad to say we also made the decision earlier this year and provided ample notice,in our Share Sites being sunset. Relative to the Share Site content, the option to restore any content, aside from existing archive videos was precluded, with the final end date passing.
  
  We understand that this is unideal news, and to that end, we would like to offer ****** a $50 Gift Certificate, which does not expire and can be used at her earliest convenience.
  
  If Angela has any further questions or comments, she can feel free to reply to this thread. We would be more than happy to assist.
  
  Best regards,
  ******* *.
  Specialty Work Representative
  Customer Success 

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 21115872
  
  I am rejecting this response because clearly this is an automated response and my issue was not read.  I am referring to the to SHARE SITES that were deleted, including my sons memorial page   I did not get notice of these disappearing and THEY WERE NEVER RESTORED IN ANYWAY.   I know ask tried relentlessly to get access if only for a day to copy the content   

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

• Initial Complaint

  Date:12/28/2023

  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.

  On Thursday 11-30-2023 I placed an order for 2 customized Christmas Stockings for my 2 Grand Children. The Price was $49.15.I received an order shipped. Was waiting for *** pick up with an eta of 12-04-2023 to 12-08-2023.I asked for a notification to my phone when it was on its way.Today I went to track the package and it said waiting for ***. said still waiting for *** to pick up.I called Shutterfly this morning. Waited 38 minutes talked two 2 people. They told me to call *** and they gave me the phone number. I reached out to *** and they have not received the order.They told me I would have to contact Shutterfly. The order # was 026037379985-9000024.The Tracking # was ******************. At This point I was told they could redo the order and expedit. At this point I have lost faith

  Business Response

  Date: 11/08/2024

  Thank you for giving us the opportunity to address the situation.
  

  We sincerely apologize for the delay and regret to learn that ******* has faced challenges in resolving their concerns.
  

  ********************, which partners with ****, is one of our shipping methods. *** handles the pickup and delivery to the nearest **** Postal Hub, which then sorts and delivers the package to the recipient, in this case, *******.

  Unless manual shipment occurs, which is rare, the order will be shipped using the best possible method based on the delivery date and other factors such as the shipment destination. Although we depend on our carriers for prompt and secure delivery, we take all necessary measures if issues arise. Our utmost priority is to ensure the best possible service, including delivery.

  While a refund at this time is far passed the point to process, we have added in a $75 Gift Certificate in the account, as a token of our desire to impact satisfaction here. This certificate has no expiration, and to use, simply create, personalize, and add the desired item to the cart.
  

  If ******* has any further questions or comments, they can feel free to reply to this thread. We would be more than happy to assist.
  
  Best regards,
  Timyko
  Specialty Work Representative 
  Shutterfly Customer Success
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  On November 30th, 2023, we purchased 70 preprinted "5 X 7" Christmas cards from Shutterfly. The cards arrived on December 12th, they were of sub-par quality, and they measured "4 3/4 X 6 3/4", the envelopes were sized properly for 5 X 7 cards, making the cards look strangely small. We have been ordering from this company for approximately 20 years, so we even compared the card to last years cards, it measures 1/4 inch smaller by both height and width, as per previous years. After calling to complain to Shutterfly via online assistant, they offered to send a replacement set. This option was unacceptable, as the cards would no longer arrive to the recipients before Christmas. Shutterfly was unwilling to offer us any remuneration for these shoddy holiday cards. We have never returned a product to them in the last 20 years, but it seems their offer of 100% happiness guaranteed falls short when there is a problem.

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to comment on this situation. We are so sorry to hear ****** was not satisfied with the card order he received. 
  
  When he contacted in on 12/12/2024 he was offered a reorder but declined and opted to keep and use the cards as they were. It is typically our policy to return the order for a refund, less a 50% processing fee, but this would have been waved given the issue. Since the order was kept, a partial refund would have been an option to our agents. 
  
  Given that the customer did not receive an accommodation along with the delay in resolution, and the timeline outside of the refund option, we would like to offer a Gift Certificate in the amount of $100, 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.
  
  If there is anything else we can assist with, we encourage ****** to reach out and we would be happy to assist further.
  
  Best regards,
  ***** *.
  Specialty Work Representative
  Customer Success 

• Initial Complaint

  Date:12/28/2023

  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 have asked numerous times to delete my account and stop sending me emails. I tried to call but it never connects to anyone. I have tried the online chat option but no one ever answers. I want my account deleted and I want to stop receiving emails.

  Business Response

  Date: 10/18/2024

  Thank you for the opportunity to allow us to comment on this situation.
  
  We sincerely apologize for any inconvenience ******** may have experienced regarding her email preferences. We want to reassure you that there are unsubscribe options available both in the account settings and on our promotional emails, allowing users to easily manage their preferences.
  
  As requested, we have successfully unsubscribed ********** account associated with the email address ************************ Consequently, she will no longer receive our regular newsletters and promotional offers.
  
  Please note, however, that while ******** has opted out of these email communications, she may continue to receive essential account-related information necessary for maintaining and securing her account. This may include notifications such as password resets, order confirmations, and policy updates.
  
  We would also like to inform ******** that it may take up to 7-14 business days for this change to take full effect. During this period, some emails may still be sent if they were already in the queue.
  
  If you have any further questions or comments, please do not hesitate to reply to this message. We are here to assist you.

  Best regards,
  ChaVontay G.
  Specialty Work Representative
  Shutterfly Customer Success

• Initial Complaint

  Date:12/27/2023

  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 had such a negative experience with not 1 or 2 but 3 of the customer support team members. I made multiple attempts to see what the hold up on half of my order was. Per the first person I spoke with the order was to be delivered on time (12/21/23) then I check back a day later to see if it shipped and it was still awaiting a carrier. So I go back to support and speak with two other individuals who are not at all able to provide me with a date of delivery. I state that this item was paid for and having it sit in limbo upsets me. The 3rd support team member states that the only way to give me a date of delivery is to resubmit the order. I say okay and not its not coming until 12/29/23. After the holidays and past being able to gift it to my friend in time. I say okay Ill have to accept this and when I question what will happen if it again doesnt get sent out, I am told that it will be and that it was just a small mistake but it was fixed. Im sorry but belittling a paying customers concerns and writing them off is not good customer service. Then when I say that I am consoled with an apology and an offer for 20% of my next purchase. It was a real read the room type of moment for me. I would not recommend this company to anyone.

  Business Response

  Date: 10/22/2024

  
  Thank you for the opportunity to comment on this situation. We are so sorry Kearstens experience was less than satisfactory.
  
  After a review of the incident, we found that from a production standpoint, we processed and shipped the order (026097599707-8000012) promptly, but it appears it was significantly delayed in transit.? We then placed reorder 026097599707-9000024 on 12/20/23 which according to tracking information does not look like it was delivered.
  
  While we rely on our carriers to ensure prompt and safe delivery, ultimately, we take all necessary measures when that is not the case. Regardless of the point of issue, it is our utmost desire, always, to ensure the best possible service, including delivery.?
  
  We completely understand Kearstens frustration and that the experience is not one that should be expected, given our Happiness Guarantee. As a token of our apology, we have provided a gift certificate in the amount of $30. This gift certificate does not expire and for redemption, requires only selecting, creating, personalizing, and placing the item in the cart at the earliest convenience.
  
  If Kearsten has any further questions or comments, she can feel free to reply to this thread. We would be more than happy to assist.
  Sincerely,
  
  ***** *.
  Specialty Work Representative - Customer Success
  **************** 

• Initial Complaint

  Date:12/27/2023

  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.

  On 11/26/2023 I ordered two different Christmas cards, some 8x10s, an ornament and a collage. I paid extra for shipping and handling to ensure it was delivered by 12/5/2023. It is now 12/9/2023 and I have yet to receive half of the order to include cards that need to be in the mail to be received on time. I tried to contact the company via their ** Chatbot and was told on 12/8/2023 a supervisor would contact me via email and I have yet to hear from anyone at the company. I had asked for a refund of the extra shipping paid to receive my items by 12/5/2023. The company does not offer any way to contact them besides the ** chatbot that does not understand what you are asking it. I am not wanting anything done about the poor quality of product received, but taking extra money and guaranteeing a delivery/receipt date is fraudulent and should be refunded if they are refusing to perform.

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to comment on this situation. We sincerely apologize for the delay in our response and regret to hear that Nikkis experience with her order was less than satisfactory.
  
  After a thorough review of the two accounts found, we were able to surmise are related to *****, by way of her address listed, we were unable to locate an order placed on November 26, 2023, in the amount of $103.96 under the email account *********************** nor the second account that exists.
  
  Additionally, using the last four digits of the payment method used on the last order in May of 2023 during the same time listed above produced no matching results, nor did a search in our case system for any contacts by the given name.
  
  To assist ***** more effectively, we would ask that she provide the corresponding email or order number associated with the order. Once we have this information, we can proceed to assist.
  
  Please feel free to reply to this thread with any additional information we would be happy to assist.
  
  Best regards,
  ******* *.
  BBB Special Work Representative
  Shutterfly Customer Success

• Initial Complaint

  Date:12/26/2023

  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.

  This is regarding order #****** work number ****** regarding a blanket ordered 11/18/2023. Shutterfly made an error and sent us a blanket with no photos printed on it. The blanket was supposed to be a gift and is useless without the photos printed on it. They made the error but would only refund us the cost of the blanket which was about half the cost of the order. They still made us pay shipping and related fees even though they sent us an incorrect faulty item. We are looking for a full refund including shipping costs and other associated fees since it was shutterflys error.

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to comment on this situation. We are so sorry for the delay in response and the experience that *** had.
  
  After reviewing her order placed on November 18, 2023, and the project therein, we found that during creation and personalization, no images were added to the blanket. The images were uploaded and exist in the photo tray, but it appears they were not dragged to the corresponding areas on the blanket.
  
  *** contacted us on November 22, and at that time, she was refunded $41.99 for the cost of the blanket. However, she was not refunded the shipping cost, as this does not appear to be a production error. We provided *** with a product credit for the blanket, allowing her to make corrections and place a new order. Additionally, this credit was not used and expired on December 22, 2023.
  
  As a gesture of our desire to impact Anns satisfaction, we have credited Anns account with a $30 gift certificate. This can be used for any purchase on our site, has no expiration date, and will be automatically applied at checkout.
  
  Best regards,
  ****** *.
  Specialty Work Representative
  Customer Success 

• Initial Complaint

  Date:12/10/2023

  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.

  The last few times Ive placed orders, they have been lost in delivery. A few months ago a representative from the company re-ordered the missing items at no cost to me, and sent me an email apologizing and explaining how this should not happen again. I placed a new order this month, and again, part of my order was never received. The tracking information on the website shows the order stuck in Fox Valley. I dont live in Fox Valley. When I checked later on the same day it shows stuck in ***********. I dont live in ***********. The representatives system shows the order delivered. That rep sent me a link to the order status which shows the order is awaiting carrier pick up. No one can explain why there are three different order statuses. I asked the company for a support email address and was told they dont offer email support. If thats true, why did someone email me about the support issue just a few months ago? When I asked this, simply stopped replying in the chat. They didnt end the chat. They just refused to reply. Before this refusal, they told me they did offer text support. I started a text and after going through the process of explaining what I needed and getting an email code to verify my account, the Texter told me there was no human available at this time, even though I was texting during the hours that the chat representative indicated texting support was open. I dont understand why I am being lied to like this. I dont understand why there are 4 different tracking updates. I dont understand why someone would tell me 2 months ago that this issue wouldnt happen again, when now it obviously has happened again. Is there anyone from the company who can offer support by email? Can anyone from Shutterfly make me feel confident that I wont have this problem if I place a new order? I realize its my fault for not saving that email from Sept or Oct 2023, but the company should be able to provide that email address to me.

  Business Response

  Date: 10/22/2024

  Thank you for the chance to reply to this opportunity. We are so sorry for the delay in comment and to learn that ***** had a less than ideal experience.
  
  We have researched ******* account and the contact history therein and found that during several communications with our Customer Success team, she was provided with less that satisfactory experiences and information of the like. During these contacts, the customer mentioned missing items and asked if we could guarantee that this issue wouldnt occur in the future while there were various answers to this question, the definitive answer, is that while we rely on our shipping carriers to ensure the orders and packages are delivered without issue, given the nature of shipping, there will always be some opportunity that our Customer Success team must address. What we can say, is that when these issues arise, we take every measure to address each and every concern.
  
  Based on the whole of the contacts in this instance, that did not happen.The agents ***** chatted with provided some correct information and issued appropriate reorders to resolve the missing items but did not explain that our service channels include incoming chats, calls, and previously, text assistance, but excludes incoming email support. Emails initiated by our Customer Success team in an outgoing fashion can happen but there exists no method to contact us directly,by email. This was not clearly explained to *****, thus adding to what was no doubt a frustrating experience.
  
  With regards to the tracking and receipt of the orders, we do utilize a method known as *** Mail Innovations, as this allows us to provide the most cost friendly options, in many cases, free to the customer. What this means is that *** takes the package from our facility and transfers to the local **** hub,for sorting and induction into the nearest **** ************** Tracking is much less granular than *** ground, for example, as scans are much less frequent,particularly when transferred to *****
  
  While we understand that this information gives little comfort in the face of the experience ***** had, we hope that this helps to clarify some of the information previously provided. In addition, given the level of service ***** received, we would like to offer a $50 gift certificate as a token of our desire to impact satisfaction. This gift certificate does not expire and for redemption, requires only selecting, creating, personalizing, and placing the item in the cart at the earliest convenience.
  
  Lastly, while shipping opportunities may not be precluded in the future,we can say that when they do occur, we will always strive toward our 100%Happiness Guarantee of doing all that we can to make things right.
  
  If there is anything else that we can assist ***** with now, or in the future, please feel free to respond to this complaint or contact our Customer Success team (using the *********** link below) and we would be happy to help - ***************************************************************************.
  
  
  Best regards,
  **** *.
  Specialty Work Representative
  Shutterfly Customer Success
  
  

  Customer Answer

  Date: 10/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.  What I consider unsatisfactory is the length of time it took for someone to even review this issue.  This happened 10 months ago.  I don't understand how anyone would consider that satisfactory.
  
  Sincerely,
  
  ***** ******