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.