Agree. Awful, awful customer service.
We *need* to find a Shutterfly alternative before I go insane. They cropped our clients' thank-you cards incorrectly (every one of them), so we need to get them re-ordered. I verified the crop was wrong by trying to reorder. In our order, the word "Thank" is cropped halfway off. I called the pro line, and it's closed Sundays but they said to call the normal customer line. The "normal" line is India, and they said that they can't access the pro accounts.
So essentially, we're paying $100 per year to get *less* service.