Shutterfly
reviews and complaints

I ordered my Christmas cards on November 18th. They were expected to be delivered on December 4th.

I called Shutterfly Customer Service on December 2nd to check the status of my delivery. They put a replacement order in on December 2nd. I was told that they would expedite the production and shipment of my new order and that my estimated delivery date would be at the latest December 15. I called December 9th to check on the status of my order because the status of my order said it was still in production (7 days after I was told the production of my order would be expedited) and again I was told to expect my order no later than December 15.
I received an email on December 14- that there is a production delay and that my order will be delayed AGAIN.

My cards say, Merry Christmas but I will not be able to send them in time for Christmas because of Shutterfly. I paid $175 for a photographer to take pictures for the Christmas cards I ordered from Shutterfly, but WONT receive in time.

I wasted (2) days navigating this site with zero results. I created an invitation for (15) and then added (2) additional items. This site was so hard to work and to create designs. A project like this should have taken me an hour at the most. Once I finally got a simple project created trying to check out was a nightmare. This small project was due to complete yesterday and Shutterfly's payment system is down. I am going to have to pay a ridiculous shipping amount to get this project out remotely on time.

I ordered a photo album on November 26th for my mom for Christmas. My dad passed away from leukemia in September and this photo album had lots of pictures of my dad in it. Every since December 14th, when I would track my order, it would either say it was out for delivery or it was on its way.

I talked to an agent, Kevaughn, via chat on December 28th. After verifying my information, he completely ignored me. After 15 minutes of not getting another reply from him, I ended that chat and tried to talk to someone else but I wasn't able to talk to anyone else. I've worked for call centers before and I know that if an agent is on a call or on a chat with a customer, they HAVE to finish helping the customer before logging off for the day. Kevaughn did not do that. I was never given an explanation as to why my photo album was never received. And now the tracking says it's being returned to the sender. I'm REALLY unhappy with how things have been handled.

Shutterfly do not order from them, I have been scammed, no order, only 3 hours of phone support m to f, chat crashed every time I tried, no call backs after the message says leave your number and you will be called backed in the same order. Never received a call back. Today I decided to stay on, in the hopes they won't drop my call, currently on hold for 2 hours 17 min when I started typing this!
12/10 ordered
12/15 pre acceptance by usps
12/20 unable to get thru limited 3 hour daily customer support to shutterfly, after 2 hours on hold call was dropped by shutterfly, call back says closed
12/20 usps - was able to get a live person in 5 minutes, yea for the postal service, according to post office, package never turned over to them and "many vendors create a mailing tag" that's what the pre-acceptance means) and never ship the product
12/21, 12/22, 12/23 on hold for approximately 2 hours and realize at some point no longer listening to annoying ads (my phone fully charged and can tell they dropped my call)
12/28 same, they dropped my call at 1 hr, 42 min, chat is not 24 hours per their streaming ads, hours on website
12/29 trying again, the $ charged to my credit carts on 12/10, will contest charge with bank, but like my design and I put a lot of energy into it.

For Christmas this year, I got my family together for family pictures taken and planned on giving my parents these printed memories. I ordered a variety of pictures and different sizes in early December. At the time Shutterfly was promoting free shipping on orders more than $79. This Christmas gift order for my parents qualified for free shipping. When placing the order the estimated delivery was days before Christmas- so I was a happy customer at the time of making the purchase. The estimated delivery date past and so I checked on the tracking number. Unfortunately there was no recent update on the package status. I realized that this is a busy time of year for the delivery companies so i waited a few more days before reaching out to Shutterfly. I planned to contact Shutterfly before work but that was impossible due to the long wait. So I tried to send them an email but that idea also failed because they don't have an email for customer service. Once I finished with work that day, I decided to try the customer service chat. To begin with, I was customer #119 in line for the chat. I waited a good 20 minutes before chatting to a representative about my missing order. I was told that my order technically isn't missing since there was a shipping update within 3 weeks. I was not satisfied with this customer service interaction. Today is Christmas and there has still been no update on my shipping status. If these pictures don't come soon, I will request a refund and order these pictures elsewhere.

I placed an order for Christmas cards on November 29, 2020. They were supposed to be here between December 5-9th. Today is the 19th and I HAVE NOT RECEIVED THEM YET. Whenever I call the automaton tells me there will be at least a 100 minute wait. If I chat with them it is at least a 15 minute wait and all I am told is it is in transit. I have not received a text update in 5 days! I spent almost $100.00 on this order of Christmas cards that I wanted to send out BEFORE Christmas. This is completely unacceptable! I am now at the mercy of Shutterfly. Very very bad customer service. Will never use this company again and I would encourage that no one else does either!

We ordered Christmas cards 11/30/20 with expedited shipping. We received notification that the cards were shipped 12/6 and my credit card was charged on 12/8. We have since learned that they were not shipped but a mailing label was created. THAT IS ALL! They blame Covid and their mail carriers but there is not a single online business having these issues. We are unable to speak with anyone who can tell us where are cards are in the process. They have provided false and leading information for our business and have lied about being able to fulfill our order all while taking my money. If they have any decency they would discount or refund us.

I placed an order with Shutterfly on 12/8/2020. I paid $9.99 for the expedited shipping and the order was supposed to arrive on 12/14/2020. It has not arrived and all the tracking says is "Your package is going to arrive late". I called Shutterfly's customer service this morning and they said that the order is not lost, so they cannot refund my $9.99 or cancel the order. They said that the $9.99 expedited shipping is not guaranteed. So, at this time, I do not know if I will receive my Christmas cards this week or at all. They did not offer any resolution. Nothing! We've used them every year for as long as I can remember. I will not use them again.

I ordered magnets for my family. I ordered one for each of my family and friends. I was sent 8 duplicates. Randomly and without my authorization. I have tried to contact them, got to an agent on their chat and now the agent will not respond to me. This is absolutely unacceptable and I the lack of assistance makes me feel like something weird is going on. I thought maybe because I went in to edit the photo it caused duplicates but I was sent one, two, or three of the final product. When I reviewed my order there were no duplicates.

Order # [protected]-8000012
Placed on Dec. 4th 2020

My desired resolution would be to return the duplicates and receive a refund for the cost. I don't understand how duplicates were added to my order in the first place.

I placed a graduate card order, and tried to apply the groupon I purchased. I tried at least 10-15 times to get the discount to somehow show up on the final cart order. It never worked, and I ended up paying full freight. Wasted the better part of 2 hours trying to use the discount code.

shutterfly needs to refund my credit card the FULL VALUE of the groupon that they blocked me from using. I will never order from you again.

The Shutterfly order is: [protected]-8000012.

The groupon voucher number disappears after its marked "used". It was worth $49.75.

order number [protected]-7000150
I ordered prints and they were shipped on November 23rd. they were in Terrell texas on November 23 then went to morrow Georgia on the same day and arrived back in texas on November 23rd again. they arrived in Carrollton texas on November 26th and are not arriving until November 30th. I am planning on ordering more pictures soon and was wondering if I could get free shipping on my next order. I have sent two emails to which I have gotten no response yet. thank you

I spent days and days designing a photo book for Father's Day. The books were offered for a Father's Day promotion. I submitted my order once I checked that the merchandise would arrive on time. It showed that it would, so I placed my order. I checked over the 2 week production time and it was shown to be delivered the day before Father's Day. Sure enough, one day before the delivery date, the website changed the delivery date to the day AFTER Father's Day. This item was to be an important part of an extended family gathering for my elderly father. If Shutterfly is marketing to special occasions and holidays, it seems like it should be accountable to making these deadlines. Especially when they are promised when the order is placed. Do not trust this company. Do not pay their ridiculously high shipping rates. Fraud.

Not happy with them.
they have shipped my order to a different address I mentioned onсe when I placed my first order 2 years ago. This time I changed the address, of course, and checked everything before ordering, but something went wrong anyway.
I called them four times and each time I was on hold for 30-40 minutes waiting for someone to pick up or they just transferred me to another rep who didn't know what to say and promised to call me back.
God, what's wrong with you? It's not a rare problem, I think. Stop being childish (facepalm).

Be careful uploading your personal pictures to Shutterfly.com. They don't guarantee any safety at all and your pictures may be stolen even after you deleted them. Yes, not everything is so easy.
All the photos are saved on their servers and physically you have nothing to do with fully deleting them.
Please, be very very very careful. I hope my complaint will prevent you from doing so.

I ordered almost 300 4x6 pictures and 80% of my pictures are cut off. When downloading from my phone the pictures were clear and full sized. On the screen when I clicked the picture everything was shown nothing was cut off. I downloaded all the pictures from my phone. I have no idea why the pictures were cut off. I have never had issue with Shutterfly so this is the first. I would like another order with full pictures. Thank you!

I placed an order with ShufferFly and when I received my shipping confirmation, I noticed they had the wrong address. I called ShufferFly to verify my address and they indeed had my current address, but inadvertently sent my merchandise to another address. I asked the customer service rep to resend my order to the correct address and she said she couldn't due to a 14 day return policy. Which states, if the item gets returned after 14 days, they will give me the option to continue with the transaction or cancel the order. If the item does not get returned, they will cancel my transaction and refund my credit card. I explained, due to time restraints I don't have 14 days to wait for an outcome and requested an immediate credit to my account. The Customer Service Rep said she could not credit my account with in the 14 day waiting period, so we needed to wait. This makes no sense, as I made it clear I wasn't accepting the merchandise anyway and I should be entitled to a credit, as they charged my card for something I'll never receive. So, the Customer Service Reps solution was to file a claim with my credit card company to stop the transaction between ShufferFly and myself. I thought "REALLY!" My solution consisted of contacting UPS and having the package rerouted to the correct address. Although this did cost me an extra $22, I managed to get my merchandise delivered to the correct address and on time.

C'mon ShutterFly this was an easy solution!

I spent 8 hours putting together a photo book for my parent’s 50th anniversary. I had gathered 50 years of photos and created a 50 page book. I then paid extra for guarenteed shipping. It was guaranteed to deliver today (1/9/2017). No book! I had even used the chat the day before because the book had still showed in production and they told me that I should not worry because it is guaranteed to deliver on the 9th. When I called they told me they would send a note to try to rush the order to be here in time for the anniversary but could not guarantee delivery. Also, she said she could refund the extra shipping I paid she was only refunding a portion of it because part of the order shipped. I said I didn’t pay extra for part of the order, I paid extra to guarantee the entire order would arrive on time. I am so frustrated, disappointed, and angry! Now I have to figure out what to do for my parents. I will never use this company again and I will be sure to tell everyone I know about my experience.

I received Shutterfly gift card with $20. I wanted to order something from Shutterfly using this card, but something went wrong and their site gave me an error page. I contacted customer service and they said that I need to try again. I tried again and nothing happened. The worst part was that customer service did nothing to help me! They said that I need to try again later and that was it. I'm very disappointed with Shutterfly.

I have ordered a photo book from www.shutterfly.com as a gift for my parents for their 30 year anniversary. I have uploaded many pictures, most of them were HD quality photos.
When I received the book I was shocked how terrible pictures looked like! Quality of the printing was terrible, everything was blurry!
I contacted customer service and asked them to redo everything but they said that there was nothing wrong with the book and claimed I sent them low quality pictures. Never again!

Shutterfly customer service only wants to refund you by giving you credit so you have to buy more subpar products that they do not stand behind. Here is what they told me about a defective product I received. "Another order may happen again and we won't be able to reorder it each time it's damaged" This was a product that came from their supplier defective. So if reordered it may come in defective again!? And they wont reorder if it's damaged!? Wouldn't you think they would make their supplier send you a non-defective product? Shutterfly is definitely more than disappointing. This replacement was for a product that started falling apart in less than 4 months. And that was a replacement for one that broke! They initially had a guarantee of scratch proof and crack proof, that is no longer on their site for this product. So it seems like their sub quality is not only limited to their photos and shipping but rather it applies to their company as a whole. Thre are other choices available and this company won't be around for long if they continue to operate like they are.