Complaints

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

close

Find a Location

Shutterfly, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/08/2023

  Type:Billing 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 submitted an order for one photo book from Shutterfly on November 2. It cost $118.26 and charged through my credit card on November 6. Also on November 6 I was charged for two more of the same photo books. $118.26 and $121.91 which I did not order. I made several attempts to call customer service to resolve this issue but I keep taking to people from ***** and *****. Enshaapay and ******. I asked if they would email me a return label to return the books and kindly give me a refund for those two books. They have no clue about what Im talking about. Help me resolve this problem. Please advise.

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to comment on this situation. Regrettably, an outage in our BBB instance caused this complaint to go answered, but we thank ***** for surfacing the experience.
  
  Upon carefully reviewing ******* account we found that she had trouble placing her order on November 2nd, 2023. Diane contacted us and received help placing her order over the phone, crucially, we do not accept payment information and can only assist in guiding through the order process.
  
  The timeline shows that before the initial contact, it looks as though two orders were placed, even though ***** reported issues in doing so. We know this, because the first and second order in that timeframe was placed at the times shown below
  
  Order number - 004076303955-9000024 - Placed at 2:10 PM ($121.91).
  Order number 004076303955-7000036 - Placed at 2:14 PM ($118.26).
  
  As she contacts at 2:20 that same day, once the orders above are already placed, the agent in question assisted in troubleshooting and placement of the latest order, without knowledge of the existing orders, as no mention had been made of any prior orders.
  
  On November 22, 2023, another contact was initiated to our Customer Success team requesting a refund for the two orders that were placed before the contact, purporting that ***** had not placed these orders.
  
  Given that the orders were deemed user placed, our support provided ***** with electronic return label to return the books (free of charge). ***** was made aware that a refund would be processed once the orders (two books) were received. This would have been a refund of $118.26 and $121.91, which was approved outside of our 50% return fee, per our policy. The two orders that were processed instead initiated a chargeback with the corresponding financial institution, and it is our assessment that the funds were returned, from what we can gather.
  
  Given this information, it is our assessment that the issue at hand has been taken care of; therefore, we will consider this matter closed.
  
  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:11/16/2023

  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 ordered photos through Lifetouch for my sons school photos and never received them. I followed up with the company on or about October 31st about the missing photos (I ordered digital and physical photos) and was told the digital photos would be available ***** hours later and the physical photos would be mailed. I never saw or received the digital photos or physical photos, so I once again reached out on November 10th about the photos. At that time I was told they couldn't locate my sons photos and then they did and I was once again told that I would receive my digital photos in ***** hours and I still have yet to receive them. When I went to the site to follow up on the new order number I received from the November 10th call - it came back as no order found and so I reached out and they are giving me the run around again and I just want my sons photos or for them to admit they lost them so I can ensure he does the retakes.

  Business Response

  Date: 10/16/2024

  Thank you for the opportunity to comment on this situation. Our apologies for the delay and we are very sorry to hear **** had an unpleasant experience with the print order placed.
  
  After further research of the details provided, our records indicate the order was placed with our sister brand, Lifetouch. We are sorry to say, we do not have access to ****************** While we are a family of brands, each brand requires corresponding login information, both for BBB and order systems.
  
  In this instance, it may be best to enter a case of the like with Lifetouch BBB team to further address the issue. To help make the process a little easier, here is the direct link to Lifetouch BBB. **** can find and paste the complaint link, under File a Complaint." ***************************************************************************************************************
  
  Please feel free to reply to this thread if we can be of any further assistance.

  Best regards,
  Timyko B.
  Specialty Work Representative Customer Success

• Initial Complaint

  Date:11/16/2023

  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.

  Bait and switch pricing. I placed the order for $22 item advertise, and when I checked out both items with the $32. I replied to their email, letting them know that they switch the prices on us, but with no resolution.

  Business Response

  Date: 10/15/2024

  Thank you for the opportunity to comment on this situation.? We sincerely apologize for the delay in response and the less than satisfactory experience.
  
  After further review of the order number 026085569569-9000024, it appears that ****** is referring to the site sale promotion which is different from the promotion that he utilized during the checkout process. Before finalizing the order ****** would have had the opportunity to adjust the promotional codes so that the best promotion would apply. The site sale slashed pricing at the time would have been the greater of the two promotions available to ****** because it was not a code based promotion, this would have allowed addition in combination with the free shipping offer.
  
  The slashed pricing advertised was $22.00 for each puzzle, with the code SAVENOW based promotion providing 40% off at $16.49 - the difference being, that the former would allow combination with free shipping over $29 and the code based offer, excluded combination. 
  
  Given the circumstances and the length between responses here, we would like to provide a gift certificate as a token of our desire to impact ******** satisfaction. In ******** account, we have added a $40 gift certificate which can be used at his earliest convenience and will remain active in the account. To use this offer, simply create, personalize, and add the desired product and project to the cart.
  
  If ****** has any further questions, he can reach our Customer Success team, or he is welcome to reply to this message, and we will be glad to assist.
  
  Best regards,
  ******* *.
  Specialty Work Representative Customer Success s why here...

• Initial Complaint

  Date:11/09/2023

  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.

  Every year I make a calendar for our families as a Christmas present. I started to make our calendars for this year and the date that pops up automatically was October 2023 so I changed it to January ****. I do not need a 2023 calendar as the year is almost over. I opened them when they arrived and they are 2023 calendars. I did a chat through their website and told them about the issue. His name was ****** and I told him what happened and I did not select 2023. He then commented and said not to worry he would give me a free product credit which I looked and it is 10% off. He then ended the chat so I couldnt even respond to him. Very unprofessional and wont be ordering from them again.

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to comment on this situation. Our apologies for the delay and we are very sorry to hear ******* experienced issues with the wall calendar year.
  
  After further research of the details provided, we do see the order (004040993363-9000236)in question did experience the year issue indicated by *******. This is likely to have happened through personalization of the project and we do see the calendars are set as 2023.
  
  Because of the issue, the customer chatted in on October 21st, 2023, and corresponded with one of our agents to assist. We are sorry to say that while the agent did advise credits would be issued, no calendar credits were provided at that time.
  
  Our commitment is to service that delights and when that is not the case, we go to the necessary lengths to ensure the experience and the satisfaction therein; can be impacted.Given the issues here, we have provided 3 8x11 wall calendar credits, set to expire January 17th, 2033, along with a gift credit of $12.99 to be used for the shipping cost. In addition, we also issued a $50 gift certificate as a token of our desire to make things right neither of the gift certificates have an expiration date, and can be used simply by creating, personalizing,and adding the item to the cart.
  
  Please feel free to reply to this thread if we can be of any further assistance.

  
  Best regards,
  **** *.
  Specialty Work Representative
  Shutterfly Customer Success 

  Customer Answer

  Date: 11/04/2024

   
  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:11/09/2023

  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 video storage with Shutterfly that I was paying for several years ago. I let payments lapse and so couldn't access my videos. Shutterfly assured me that my videos were still there and that I would be able to access them again when I started paying. When I tried to pay online, I got an error. I called Shutterfly and was told that a manager was going to call me back. That never happened. I called them in December 2022 and explained the situation and that I wanted to pay and access my videos. I was told that my videos had been deleted!!! So they lied when they said they still had my videos. When I expressed my anger and frustration, the representative I spoke with said she would have a manager call me back. That was also a lie. This company is an unethical, negligent, irresponsible, incompetent bunch of liars. I want to see if I can get my video access restored or if they are truly gone. With the lies they told me and how disorganized they are, it wouldn't surprise me if this complaint leads me to find out something different. However, I would like to hear it from a manager or somebody else higher up, and not from someone who answers the phone and lies regularly to deal with customer concerns.

  Business Response

  Date: 11/02/2023

  Thank you for the opportunity to address this matter. First and foremost, we would like to apologize for any difficulties ******* may have encountered while seeking assistance with her videos. We take every complaint seriously and strive to ensure a more satisfactory experience for ******* in the future.
  
  It was confirmed that ******* originally purchased the video plan dating back to 2014. Since the videos were on our Legacy Videos platform the videos have not been deleted and are still stored. Unfortunately, at this time there isnt a way for customers to access them.  The team is expected to work on this issue in 2024.
  
  Please be assured we have escalated this issue further to our agent resolution team and you should be contacted within 24 business hours.
  
  
  ***********************
  Customer Success
  Specialty Work Representative
  Shutterfly.