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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/02/2024

      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 an order with Snapfish for three photo plaques. The product/photo was terrible. Snapfish blamed this on the resolution of the photo however other products I received from them using that same image were perfect. They offered to redo the plaques and just charge for shipping. The second round was identical to the first. I have paid $75 for the plaques and $13 for the shipping of the second set of plaques. Now Snapfish will only refund $13 and I still don't have a quality product in hand.

    • Initial Complaint

      Date:12/26/2023

      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.
      We have been buying photos and framed photos from Snapfish for many years. **************** has always been good and reliable. Since the company was bought by a bigger corporation, there is no way to contact anyone by phone, and even thought they claim to offer live chat, they don't.We recently ordered two framed 5 x 7 prints as Christmas gifts. They arrived today and the quality of the photos is horrendous - blurry to the point that the photos do not look good.We would like a refund, at least for the photos, but ideally for the whole order, as it's also infuriating that we cannot contact anyone to ask directly for help with this problem.Thanks in advance for your help.

    • Initial Complaint

      Date:12/26/2023

      Type:Order 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 holiday cards and a photo book for the third year in a row with Snapfish. Last year, I received the wrong order (a different customer's holiday cards) and ********************** expected me to send the wrong cards back to them (at expense to myself). This year, I got the wrong photo book, and after paying additional shipping to ensure that it would arrive with plenty of time before Christmas, Snapfish sent me the wrong book. I contacted their customer service via their support chat (which is just a bot) and via ********* and asked for a replacement and then a refund. They refused to process a refund and won't send me the book in time for Christmas, which will cause me to pay $50 for international shipping. There is no way to contact them to get in touch with a real person to resolve the issue in a satisfactory manner.

    • Initial Complaint

      Date:12/08/2023

      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.
      On November 28, 2023, I purchased holiday cards from Snapfish website. There was an estimated delivery date of December 6, 2023. Snapfish's FAQ says that orders should ship within three business days. Seven business days after purchase, on December 7, I used the chat feature to inquire on the status of my order (which is showing as still processing). I was connected with an agent, *****. I requested that she tell me when she would ship the order and then asked if she would expedite shipping. She refused. When I asked to speak to a supervisor, she disconnected the chat.I then waited an additional thirty minutes and was connected to another agent, *****. I told her that I wanted to speak with a supervisor. She again denied the request, but said she would help me. When I replied that I would like to be connected to a manager, she, too, disconnected the chat.I want to cancel my order and get a reimbursement, but this is not possible without reaching out to a customer service agent via chat. There are no other options, and the agents simply disconnect the chat when they no longer wish to assist customers.

    • Initial Complaint

      Date:12/08/2023

      Type:Product 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.
      Order number ************** was put in on 11/7/23 for $39.10. Once I received it I contacted Snapfish based on the bad quality of the calendars. Snapfish was contacted on 11/17. I was then told to show examples of the quality, which I did. **************** told me to send the images at a different size (technically smaller and with less detail than my originals), and they would give me a credit to replace them for free. They were not free, I had to pay $15.97 for shipping and tax on shipping for some reason on 11/20/23. I received the new calendars and the quality is just as bad if not worse. So, I reached back out via the same email as the previous correspondence. I was told they cannot help, I need to use their chat feature. For days clicking on chat said help was offline. I finally got the chat to come up today 12/7 and was initially number 92 in the queue. Once it got down to # ** the page suddenly said offline again and I had to rejoin the chat, but was suddenly number 116 in the queue. I now have six garbage calendars that I paid $55.07 for and no way of even contacting the company to get my money back

    • Initial Complaint

      Date:11/20/2023

      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.
      On 11/10 I purchased Christmas cards from snapfish. I received them 11/17. When I opened them they were blurry unlike how it was showing the preview on my end. I reached out for a resolution and was in chat/ email for 5 hours with them 11/18. The only resolution they would agree to was credit me for the cards however I would need to pay return shipping and fees. Their explanation was I should have used full resolution when making the cards instead of standard resolution; however there was nowhere in the process of me making/ ordering my cards that it told me this. Theyre preset when ordering defaults to standard resolution. If they know they need to be printed in full resolution the website should state that. They have a video tutorial on the card making section that walks you through the steps and this does not state full resolution should be used. Furthermore, it does say Standard Resolution works for most products.Full Resolution adds photos without applying compression, so it's better for larger posters, canvases, panels, and blankets.Which contradicts everything they are telling me. So I do not believe I am at fault for the cards being blurry. I believe they not provided the information needed to successfully order. I was fine with the credit however I do not want to pay for shipping and fees again. I would like a full refund and I will return or I would like a credit for shipping and Ill order them again.

    Snapfish is NOT a BBB Accredited Business.

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