SnapFish / no customer service!
Let me start by saying that I wish I would have seen the complaints on this website prior to ordering from Snapfish. The story is the same: We ordered a hefty purchase from HP's Snapfish, an online-based photo printing store - our wedding photos for family. We ordered on December 10th, admittedly late, but we were reassured by the timelines and other verbage on their website. Order now and receive by Christmas! 1-2 day processing!
Our expected ship date for our main order was Dec. 13th. We did receive a smaller version of our photo book in a separate order, and were very pleased with the result. So of course, we checked online to see when the larger versions would be arriving - by Dec. 15th, the status still said processing, with an expected ship date of Dec. 13th.
Of course, we emailed the support (after not being able to find answers online, or a telephone number to call) and they did not get back to us. In 48 hours (which is their stated maximum), they did get back, apologizing for the "holiday delay" but stated that our books HAD been shipped. No, they hadn't.
After not hearing back to our response, we searched online for a phone number - boy oh boy did they hide it. For anyone who needs it, go to www.snapfish.com/contact --- a page that is NEVER linked to from the main Snapfish or any page. The person on the phone said they had no way to contact the processing center to find the status of our purchase. No phone number. Just email. We would have to wait 48 hours to hear back.
Well, it is now the 20th, 10 business days later, and after hearing that my friend is getting her Shutterfly order tomorrow (after ordering it only a few days ago), I decided to call. I was on the phone for 20 minutes, but miraculously, they found a database that they could search to see the status of our order!!! (note sarcasm, please) Still in binding. Won't be mailed until tomorrow. You do the math - mailed tomorrow, that means it won't arrive before Christmas!! Now, we won't be in town, so I wanted them to change the shipping address -- they can't do it! But, they were happy to offer a meager discount, or if they come in and we don't like them, we can send them back for a full refund. Uh, no. The full refund if we don't like the product is an option no matter when they arrive. That is not sufficient support.
The customer service person then was terribly rude when I started questioning their policies, so I promptly hung up.
In sum - do NOT use Snapfish. They are unprofessional, clearly cannot handle demand, do not update their information, falsely advertise deadlines they know they can't make, and do not offer any help when questions are asked. Terrible company - we will NEVER use it again.
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