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Snapfish

This business is NOT BBB Accredited.

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Complaints

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

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Snapfish has 2 locations, listed below.

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    • Snapfish

      San Jose, CA 95113-2268

    • Snapfish

      100 Montgomery Street, Suite 1430 San Francisco, CA 94104

    Customer Complaints Summary

    • 62 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      date of transaction: 6/28/2024 amount I paid: $6.65 what they committed to provide: an order of prints for me to pick up at the store. they also committed to provided- unbeknownst to me- a 810 collage of this print order. It was brought up as I was exiting to pay for the order of prints online a and I was sure that I hit continue thinking that that meant I was SKIPPING this collage but it was instead added. shipping wasnt even discussed on the checkout page otherwise I would have known as nothing was supposed to be shipped. this is a dishonest way of selling a product. I wasnt even aware of this order until today 7/1 when I got an email saying my "order" shipped. I know I didn't make this order because it's not even to my own address. it's to an old address. It's called a "8x10 Collage Prints Cross sell" on the invoice -" cross sell" being the shady part. I did not agree to this order and I contacted them immediately to which they told me they would not refund this charge since it's already been shipped. I told them I would be contacting BBB but that this was dishonest and took advantage of me as a customer.

    • Initial Complaint

      Date:06/27/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 2 *identical* orders: Order #: ************** & Order #: ************** are both defective. They are missing many ******* ******* are incorrectly/poorly printed photos. They are also completely out of order and disheveled. I chatted online with a rep, but they were completely oblivious of the issue. They did not address anything I said. Attached are screenshots of the chaos. Rep's name was ***************************.I explained that there are 1. Missing photos 2. Photos that have horrific resolution (these are DSLR PHOTOS, so the resolution is great)3. Photos that are randomly cropped and zoomed up into 1 person's face. For example, there is a family photo of 4+ people and the photo printed completely zoomed up into one person's face. It is a photo of 1 giant face... -- in response, *********************************** kept sending me screen shots of my order ONLINE with cropping dots indicating that OTHER photos are cropped slightly out of frame. I am not talking about SLIGHTLY cropped.... I'm talking about insane malfunction with the computer or printer that was used by snapfish. **************** did not understand anything. It was a stressful experience communicating with this person. It's like I was telling him I had a problem in my ************** sending me contacts for lawn mowing services. Completely missing the point the entire time. Please educate this person. These photos came VERY out of order. I spent over 5 hours sifting through 1 order to determine that MANY photos are incorrect, poor resolution, random duplicates, and missing. I intentionally made this order in a progression to avoid this issue, and it was just thrown in the box carelessly. Case # given by the rep: #******* (although I don't have confidence in this person's ability... so maybe disregard this as it might cause more confusion)I want these orders fully refunded (shipping & all). I will gladly send back the orders I have.Refund Order **************: $67.80 Refund Order **************: $56.45

    • Initial Complaint

      Date:06/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 has archived my uploaded photos which prevents me from downloading them to my own files on other media platforms. It has been over 6 months that they have claimed on multiple complaints that they are having technical issues that should be fixed in a couple of weeks. This excuse was repeated to me on multiple occasions within the past six months.

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 is not allowing me to download the photos that I have uploaded to their site over the last 16 years. I OWN the photos, and by not being able to download them is THEFT of property. They also have no customer service other than 'chat' - no phone number. The people that reply on chat are completely unhelpful.

    • Initial Complaint

      Date:05/13/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      They have no customer service. No assist on a duplicate order. They have a chat which is useless. They rip me off twice with diplicate orders. They dont say its a duplicate order on a order in limbo. They r fishing. They dont say it was already ordered. There is no assistance, they could of cancelled the order which i tried, but they refuse to help customers at anything. I dont think it shoukd operate no more thus is 2x. I cant close my account even

    • Initial Complaint

      Date:04/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have used this service in the past and opted out of promotional texts and emails. In January, I made another photo book with them. I did not plan to use the service for a long time if at all, so I once again opted out of promotional texts and emails. I continued to receive them. I contacted them and asked how to stop them. They directed me to a place on the website to opt out. I did that, but still continued to receive text messages every day or every other day. I finally went back to the website and deleted my account, which was described as the only way to stop the text messages. I was told it would take one month to stop receiving them. That was on March 16th. Its now April 19th, and I am still receiving the text messages. They have removed the option within the text messages to stop them. I have considered posting negative posts regarding their company all over social media, but that is not the kind of person I am. I really just want them to stop sending me text messages. I am in the middle of a family medical crisis and the last thing I need right now are unwanted text messages dinging my phone.

    • Initial Complaint

      Date:03/28/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 mousepad order #************** and was told I would receive by march 14th. I have made several inquiries but it is impossible to get in touch with anyone. can you please help me get my order???

    • Initial Complaint

      Date:03/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 or about January 1, 2024 I placed an order with Snapfish for calendars. the order totaled approximately $588.74. You have 60 minutes to cancel the order. I tried to immediately cancel the order because I noticed a mistake in the order. Snapfish's website was down and customer service said that someone would contact me. Their website did not come back online until about two hours later. I spoke with a representative via their chat feature and she one again stated that the matter would be escalated, She further stated that a credit would be returned to **** placed another order with the updated calendars and paid for them. I received those calendars, but before I received those calendars I was told that a delivery came to my home. None did. I had to sign for the order of calendars that I did receive. To date I still have not received a credit to my account - nor did I receive the old calendars, I would like my money back. I am enclosing a copy of the chat.

    • Initial Complaint

      Date:01/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1 photo tshirt with my spouses credit card for Christmas. It ordered 2 , 1 with my address & my spouse credit card 1 with my credit information and a address I had in my account from a previous order. I did receive a confirmation but never thought theyd send 2 with different addresses accounts ( 1 never charged to my credit card!) and people names & the amounts where different! I cannot get a working number had a live chat and a email saying they could give me credit that somehow is missing. Their phone number their complaint on site all of it is non existent. They should be investigated

    • Initial Complaint

      Date:01/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 12/10/23, I purchased 2 photo albums to be sent to 2 different addresses.-- Photo Album A was ordered to arrive at Address A. This was confirmed before placing the order.-- Photo Album B was ordered to arrive at Address ** This was confirmed before placing the order.-- On 12/20/23 and 12/21/23, Photo Album A arrived at Address B, and Photo Album B arrived at Address A, respectively. I again confirmed if I ordered correctly, which I did and provided proof to this claim, which they are ignoring.-- Since then, I have been in contact with Snapfish. I have sent the Order numbers, photos of the incorrect albums, and the correct way to send, multiple times. They have not yet remedied the situation or sent the correct albums to the correct addresses.

    Snapfish is NOT a BBB Accredited Business.

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