Complaints

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

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• 

  Snapfish

  San Jose, CA 95113-2268

• 

  Snapfish

  100 Montgomery Street, Suite 1430 San Francisco, CA 94104

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:11/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 lost access to my account and there are thousands of pictures on there of my family. They keep telling me that I cant get into my account because I forgot my password. I cant reset the password because I lost access to my email. They claim they can't help me access my account with the login email of ******************************** I want to get into this account.

• Initial Complaint

  Date:11/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 initially contacted Snapfish in order to get access to my account. I did the online chat and I was told that they would contact me within 48 hours because the person on the line could not help me and that they would escalate it to higher management I got a response back saying they couldnt help me so I called the chat again and asked to have them connect me to hire management and they told me that higher management does not have emails so I asked to get the phone number for higher management. I was told that they do not have phone numbers as well. Then I asked to have the name and phone number or contact information of the CEO. I was told that they only have information for a past CEO and they cant give me any new information, they told me again they would escalate it to upper management and I would receive a response within 48 hours. Response did not answer. My question just told me that they could not give me access to my account. I went back-and-forth on several chats with them and got absolutely no information that I requested. This is the worst customer service. I find it hard to believe that nobody at that company has emails and or phone numbers. I am not sure how company these days would operate without emails and or phone numbers so Im kind of at my wits end with this company.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 for 7 canvas prints.. each with 6 photos . Upon delivery I noticed that 3 of the photos had what looked like black tape across the top of the photo. In contact first with chat bot customer service my issue was elevated to the next level, an ******** was the name. He apologized profusely in an email dated 10.31.24 and indicated that a full refund would be processed and upon a new order he would proof it before it went through. When I tried placing a new order and the tape was still there on the template and it could be a photo resolution issue. I requested the full refund I was promised and decided to postpone placing a new order. ******** disappeared. I tried contacting parent company of Snapfish , Shutterfly , and was given a phone # of ************ by 2 different departments.. that number is not in service. I tried emailing ******* ******* and ***** ******* without reply.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  4/02/2024 Order amount: 4.67 I have had Snapfish for years but had not ordered from them for awhile. I had lots of pictures I had saved on their website that they "archived" and I no longer had access to them. They said if you make an order, for any amount, they would release the archived pictures back into my account. I ordered some prints, which were delivered but my pictures were never returned to me. I waited quite awhile and contacted customer service (in chat) last May I believe who told me to wait awhile longer. Waited several more months and contacted chat again last month, who told me to, again, wait a few more days insisting they were coming, they were not helpful in giving me any exact information. It's now been 6 months and my photos have still not been released back to me even after contacting them twice with promises of they're coming soon. I don't believe them, it should not **** * months. They stated they would release them with a paid order, which I did, and they have not held up their end of the deal.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Back in 2018 the BBB had worked hard to have all solicitations stopped when I had resided at **************************************************************. Some how the marketing department found my new address and keep in mind that I have not placed any orders with them in years. I went in the app and tried to remove the solicitations and it was checked. I have blocked one of the emails addresses. But they are sending emails to the other emails like they is going out of business. *************************** I am not interested in doing any business with them and I wants them to stop sending me emails as well as mailings in the mail, it is very nerve recking and annoying.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 July 23, 2024, I ordered eight 8x10 prints (photos) from Snapfish. The total cost was $32.24. The order number is **************. I received the prints on (or about) July 30, 2024. The prints were packaged in a cardboard envelope and mailed to my home. The postman left the cardboard package in the rain and the prints were damaged by water. I contacted Snapfish by chat on July 30, 2024 to report the damage. "*********" asked me to email pictures of the damaged prints which I did. She said she would have the photos reprinted but I never received them. I contacted Snapfish again on August 7, 2024 to inform them I never received the reprints but received no response. I want Snapfish to refund my $32.24.

• Initial Complaint

  Date:08/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Snapfish policies say that they will archive your photos if you do not place an order within a year and unarchive them if you do. I have placed orders within the last year and Snapfish has still archived all of my photos. I have been contacting them multiple times since February (and also contacted them last year) to get my photos unarchived but they will not do it. These are baby pictures of my children from devices I no longer own that we trusted Snapfish to keep in archives. They are denying me access to my photos uploaded even though their policies say I can have access to my photos with one order a year. I need my photos unarchived immediately so that I can download them and get them back,

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 order pictures and somehow the order put on a reorder at the bottom. I know I didn't notice it but I didnt order it. I understand they have a 1hour change but goodness I do not need that product.

• Initial Complaint

  Date:07/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 took an ****** to an Alaskan Cruise. All told, I was traveling 13 days. I took alot of pictures. Once I determined I would order one print of each of my 711 photos. Snapfish was well recommended, so I was able to order my prints on July 14. My prints were delivered right on the scheduled date: July 24.Back in the day when we all took our films to get developed, we would receive our prints in the order they were taken. Imagine my dismay when I received my photos in 6 sleeves in RANDOM order. It may start with one port, but contain random pictures from other ports! This just makes me sick. How am I going to organize my photos! There are random markings on the back of the photos, but they don't appear to have anything to do with my photo's name or date.I contacted Snapfish via chat yesterday (July 29, 2024). There doesn't appear to be any other way to contact them. I chatted with ********************* who agreed it was not very nice to send 711 prints in random order. I received an email response today saying their goal is to get quality product to customers in a timely manner. If possible,, I will attach that correspondense.

• Initial Complaint

  Date:07/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 from Snapfish on July 7, 2024 with the fastest rush delivery option - an additional $*****. The expected delivery date was July 12. I needed it by July 15, so that gave me a few days extra just in case. It was for a going away party for a very special friend, and obviously it was an important item and time sensitive if I was willing to pay ***** in shipping. On July 11, (ONE day before the expected delivery date and FIVE days after placing my order, I get an email from Snapfish saying my order was canceled. No explanation. Just canceled. The email says "we'd like to make it up to you. Please contact us so we can help you." A direct quote. I clicked on "contact us" and did an online chat with *********************** who said there was nothing that could be done except for me to place the order again. Since Snapfish sat on my rush order for five days, now even the fastest rush option offered on their site wouldn't get it here in time. I asked if someone could put the order through and rush deliver it to me (overnight or 2 day would work). She said no and that it is an automated system. I persisted and she ended the chat. (I have the transcript of this chat - interesting that it says I ended the chat which is not true. You can even see that I was mid-sentence when she ended it.I tried the online chat again. Now, when I press the button for online chat, NOTHING happens (see screen shot where I keep requesting help repeatedly and nothing). I've tried several times.I tried calling the phone # in the email over 20 times during their stated hours. The phone automatically disconnects - see screenshot.Is a business really allowed to lie like this and say they want to help you when they have no intention of doing it?My card was not charged. I don't need a refund. I'm requesting the book be printed and sent to me at no cost since the event I ordered it for will be over and I will now have to ship it to my friend across the country.