Shutterfly review: Photo album

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.