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4.4 302 Reviews

Shutterfly Complaints Summary

11 Resolved
45 Unresolved
Our verdict: When using services from Shutterfly with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Shutterfly reviews & complaints 66

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ComplaintsBoard
C
12:47 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Shutterfly unauthorized charge

My credit card was charged for shipping of an additional book that wasn't authorized. It started off the during checkout, I accidentally chose state code FM instead of FL (for Florida obviously). I figured this out not even 12 hours later, went in my account an updated. I spoke with a rep and they advised that the book will be returned to them, they would correct and resend. they advised that we can place an order for a new book, only shipping would be charged I asked at this point (here are my exact words - Thank you for your response... "if I opt to pay the $8.99 ... will I have the book by the 20th?" (representative comments: We have placed a reorder for you at no shipping cost only)... UM>>>> HELLO! READ MY QUESTION. long story short - I was charged for this reorder in which WAS NOT approved. I wish I could post this entire email trail. I have NEVER been so disappointed in anything as much as this. There are OTHER websites out there that offers the same services and I guarantee that I WILL NEVER use shutterlfly again. Come to find out, I just got off the phone with customer service because of yet another email advising they are crediting my credit card with $.63... I called to ask them TO NOT touch my credit card again and where the heck did SIXTY THREE cent come from! - The guy who finally could figure things out was able to brokenly explain - but as info, they are not located in the US and definately have a language understanding problem via email.

Warning... make sure you are careful to NOT get overcharged and that unauthorized charges are not made.

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2:22 pm EDT
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Shutterfly did not recive my package

I ordered an 8x8 photo book for my parents for grandparents day filled with their grandchildren pictures. I ordered it late so it was to be a belated Grandparent's day gift sent to their home through Shutterfly.com, anyway I received my email confirmation that the Bright Orange Package was shipped on 09/15/2010 and should arrive through Standard Mail between 9/18/2010 - 9/23/2010, they mailed it through UPS Mail Innovations. Well I was able to track it through UPS Mail tracking up until 09/17/2010 when they sent it to USPS Bulk mail in San Fransisco, CA. Since that, I could not track it since I did not receive a tracking number or confirmation number, so I was stuck hoping they will receive the package. My parent's live in Aiea, HI so seeing that the package was last tracked in SAN FRAN. CA was a bit of a surprise and disappointment to me. I waited for 10 business days as the Shutterfly site suggested if it wasn't received yet and it is now past 10 days and I called, they are sending me a new one at no charge but they cannot do anything about the first one. That photo book has precious picture's and personal information of the children and they can't do anything about it. I contacted UPS and USPS and UPS says they have no information on the package since it was sent to USPS and when I contacted USPS they couldn't help me without a tracking number or confirmation number which I never recieved. This is so frustrating, I never had a problem like this ever using Snapfish. This is my 1st and last time I am ever using Shutterfly again!

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B
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Brewer13
, US
Oct 18, 2019 12:41 pm EDT

This is 3 years later and this happened to me. I guess they'll never learn. Dear Shutterfly - Drop UPS Innovations because it is TERRIBLE.

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Luker424
, US
May 03, 2016 4:11 pm EDT

Did they ever receive their packages? I'm currently going through the same thing 😣

ComplaintsBoard
U
8:16 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Shutterfly unauthorized debit info to another company and unauthorized $ withdrawal

I purchased Christmas pics from Shutterfly in December and unknowingly and without authorization my bank info was given to Shoppers discount and Rewards and they charged $25.00 to my bank account. At first I thought I had made the error and canceled the enrollment but I read an article in my local newspaper and found this was happening to alot of people and the Attorney Generals office was invovled. Please help me in getting my $25.00 back. I also sent a complaint to Shutterfly. Thank You Angela Swink

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2:36 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Shutterfly poor customer service

This company does not stand by their full customer satisfction guarantee at all so beware before you order. They will allow you to return a photo album that is very poorly made with really bad quality pictures but you still have to pay $10 to $15 to ship the album back to them. So what kind of guarantee is this if it costs you money for their bad product? When you call customer service, no one an speak straight English. The quality of the call center is so bad that they had to transfer me 4 times to find somebody that could speak decent English.
Don't be fooled by their 100% guarantee. They will charge you for shipping the product back.

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2:18 pm EDT
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Shutterfly unauthorized charges

I ordered from Shutterfly.com one time in November of 2008. I noticed charges on my credit card that I didn't authorize and when I contacted the number next to the charge they told me that it was generated from Shutterfly.

Shutterfly wasn't charging it. Shutterfly had given my cc information to another company for some sort of 'shopper rewards'. When I contacted my credit card company the customer service representative told me that they've seen this often with Shutterfly.

I would strongly recommend that you avoid Shutterfly.com. They have nice products but horrible business practices.

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John NYC
, US
Aug 25, 2009 2:09 pm EDT

I had the same experience and am totally disgusted. I have used Shutterfly for several years and was a loyal customer. Then I noticed a $12 charge on my card for a "rewards" program. Apparently, I had signed up for something that incurred a monthly charge. When Iasked what I got for my money, I was told a coupon for $10 off my next purchase! Unfortunately, several months had gone by before I noticed the charge.

I NEVER received any benefit and NEVER knowingly signed up -- who would? They were most unsympathetic and simply claimed I had signed up for it. Not once did I ever use or receive a "reward."

I was very disappointed that a company that I thought was OK, should cheat its customers in this way.

ComplaintsBoard
V
10:25 am EDT
Resolved
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Shutterfly scam and cheating

I just placed an order for photos through Shutterfly's Web site. I indicated that I would be picking up the photos at my local Target store. Upon check out, Shutterfly is not only sending my photos to Target for pick-up, they are also sending a duplicate to my home. Not only are they sending me a duplicate I do not want. They are also charging me for them - including shipping charges. This is one of the worst online shopping/ordering experiences I've ever had... and I've been a professional Webmaster for 8+ years at a $3+ billion financial institution.

Read full review of Shutterfly and 16 comments
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Gina Perrone
Rye Brook, US
Apr 22, 2023 2:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Shutterfly deleted years of personal photos to my account without my consent. I did not receive any notifications or letter in the mail. I would have gladly paid monthly/yearly for this service verses deleting.

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1981Kim
Mankato, US
Nov 19, 2022 6:12 am EST
Verified customer This comment was posted by a verified customer. Learn more

I tried to log in and couldn’t remember my password. I tried resetting on my phone. It did not work. Then I used a password I would remember. Still told me I had the wrong password. Tried to get ahold of customer service. Still on hold!

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dmjkkjt@aol.com
, US
Mar 16, 2019 12:14 pm EDT

Purchased collar with dog name on it was very satisfied so I ordered the matching leash . Letters on collar are nice and big letters on leash are 1/8 of a inch do not want can i return ? I can hardly see it let alone be able to read it need glasses to see it .thank you, Marcia Maryniewski mmaryniewski@aol.com include address where to return to.

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dmjkkjt@aol.com
, US
Mar 09, 2019 1:49 pm EST

You people I know why you are so dumb.

D
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dmjkkjt@aol.com
, US
Mar 09, 2019 1:49 pm EST

complaint listed above under dog leash

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Ripped off 99999999
, US
Sep 28, 2012 11:28 am EDT

Shutterfly took my money for a photo book, and then I paid extra for delivery by a certain date. Haven't seen my product, yet. They just tell me more or less that there's nothing they can do about it. Really? Steal my money and don't deliver what you promised? CRIMINAL.

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roxie cocoa
Hickory, US
Aug 23, 2013 8:24 pm EDT

I now get this message when I try to sign in___certificate error. This is not good.

O
O
Onthebrightside
Dela, US
Jun 14, 2011 2:07 am EDT

Shutterfly ripped me off! I dont remember signing up for the reward program yet they billed my credit card repeatedly without my consent or knowledge!

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Aruiz
Russellville, US
Dec 11, 2010 9:41 am EST

Dear Shutterfly,
Thank you for wasting an hour and a half of my time just to watch my work disappear. I certainly enjoyed watching the magic trick happens twice. Your website is crap and in my opinion no customer should have to work this hard to give a company their money.
Thanks for wasting my time, now go to hell =)

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Can't say I'll do this again
, US
Oct 27, 2010 12:58 am EDT

I also will never use Shutterfly again. I have already passed the word about my bad experience with EVERYONE at work who I have asked for them to spread the word to all their friends and family about my experience (unauthorized charge). NEVER AGAIN! Stay away from this business.

Shutterfly Customer Reviews Overview

Shutterfly is an online service that offers a range of personalized photo-based products. Their offerings include custom photo books, cards, and stationery, as well as personalized home decor items and unique photo gifts. Customers can upload their photos to create custom designs or choose from a variety of templates. Shutterfly also provides services for printing digital photos. The platform is designed to cater to individuals looking to preserve memories or create personalized items for various occasions.

Shutterfly In-depth Review

In summary, Shutterfly is a comprehensive platform for personalized photo products that offers a user-friendly experience, a wide range of customizable items, and satisfactory customer service. While pricing can be on the higher side, the quality of products and the ease of use make it a go-to for many customers looking to preserve their memories in unique ways.

Website Usability and Design

  1. Navigation and Layout: Website is easy for navigate, with clear categories and search bar. Dropdown menus helpful for finding specific items.
  2. Mobile Responsiveness: Mobile site work well, but sometimes slower than desktop version. All features accessible on phone.
  3. Visual Appeal: Design is clean and attractive, with inspiring photos that show product possibilities.

Product Range and Selection

  1. Variety of Products Offered: Many options like photo books, cards, and gifts. Can find almost anything for photo personalization.
  2. Customization Options: Customization is very detailed, with many templates and tools to make unique designs.
  3. New Arrivals and Trends: They update with new themes and products regularly, following holidays and seasons.

Pricing and Value for Money

  1. Cost Comparison with Competitors: Prices can be higher, but quality is also higher. Sometimes you get what you pay for.
  2. Discounts and Promotions: Often have sales and promo codes, especially during holidays. Good deals if you wait for them.
  3. Loyalty Programs and Rewards: They have rewards program, but details not very clear on website.

Ordering Process

  1. Ease of Customization Tools: Tools are user-friendly, even for beginners. Drag-and-drop features make it simple.
  2. Checkout Experience: Checkout is straightforward, with clear steps. No unnecessary complications.
  3. Payment Options and Security: Accept many payment types and website is secure. No worries about personal data.

Customer Service

  1. Responsiveness and Support Channels: Support is available through email, phone, and live chat. Response times vary.
  2. Resolution of Issues: Most issues resolved satisfactorily, but some customers report delays.
  3. Customer Feedback and Reviews: Mixed reviews online, but many positive experiences noted for customer service.

Quality of Products

  1. Material and Print Quality: High-quality materials and prints. Colors are vibrant and details are sharp.
  2. Accuracy of Customizations: Customizations are usually accurate to what is designed online.
  3. Durability and Longevity: Products last long and are durable. Photo books and prints do not fade easily.

Delivery and Shipping

  1. Shipping Options and Costs: Multiple shipping options, but costs can be high. Free shipping promotions are valuable.
  2. Packaging Quality: Items are well-packaged, ensuring they arrive without damage.
  3. Timeliness and Tracking: Delivery times are generally as promised, and tracking information is provided.

Returns and Refunds Policy

  1. Clarity and Fairness: Policy is clear and seems fair. Easy to find information on website.
  2. Ease of Process: Some customers report easy returns, but others have difficulties with refunds.
  3. Customer Satisfaction with Resolution: Mixed satisfaction. Some praise the hassle-free process, others not so much.

Environmental and Social Responsibility

Information on sustainability practices, ethical sourcing, and community engagement is not prominently featured on their website, making it difficult to comment on Shutterfly's performance in these areas.

User Reviews and Testimonials

  1. Authenticity of Reviews: Reviews appear genuine, with a mix of good and bad experiences.
  2. Overall Satisfaction Ratings: Generally, ratings are positive with particular praise for product quality.
  3. Common Praises and Complaints: Praises for product options and quality; complaints mostly about customer service and shipping costs.

Unique Selling Propositions

  1. Exclusive Features or Services: Free unlimited photo storage is a standout feature.
  2. Collaborations and Partnerships: They collaborate with designers for exclusive collections.
  3. Brand Reputation and Market Position: Well-known in the market with a strong reputation for quality.

Website Security and Privacy

  1. Data Protection Measures: They take security seriously with encryption and secure data handling.
  2. Privacy Policy Transparency: Privacy policy is detailed and transparent.
  3. User Trust and Security Certifications: Site has security certifications, increasing user trust.

Accessibility

Information on support for users with disabilities, multilingual options, and user-friendly features for all ages is not readily available on their website.

Loyalty and Repeat Business

  1. Repeat Customer Rate: Many customers return for more orders, indicating good loyalty.
  2. Incentives for Returning Users: Occasional discounts and offers for returning customers.
  3. Long-Term Brand Loyalty: Brand has a loyal customer base due to quality and service.

Final Verdict and Recommendations

  1. Overall Impressions: Shutterfly offers a solid service with high-quality products, though at a premium price.
  2. Best Suited For: Ideal for special occasions like weddings, birthdays, and holidays where personalized items add a special touch.
  3. Areas for Improvement: Could improve on shipping costs, clearer loyalty rewards, and more visible environmental practices.
How to file a complaint about Shutterfly?

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1. Log in or Create an Account:
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2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. It is positioned at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Shutterfly in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about key areas of concern.
- Mention relevant transaction details with the company.
- Describe the nature of the issue.
- Outline steps taken to resolve the problem and the company's response.
- Explain the personal impact of the issue.

5. Attaching Supporting Documents:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses.
- Specify the desired outcome in the 'Desired Outcome' field.

7. Review Before Submission:
- Ensure your complaint is clear, accurate, and complete before submitting.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

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This guide will assist you in effectively filing a complaint against Shutterfly on ComplaintsBoard.com.

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Most discussed Shutterfly complaints

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