Snapfish
reviews and complaints

I have ordered a hardcover photo book from Snapfish as a birthday present for my mother. I spent a lot of money and of course a lot of time creating the book. That was a special day and I wanted to surprise my mom with a special present. Book arrived in a timely manner, but unfortunately it was of a very poor quality. I never expected that and was a bit shocked.
I tried to get a replacement but they were customer unfriendly and did not want to help. They claimed that they stand behind their products and guarantee high quality.
Photos were too dark, printing quality was poor and cover was made of a cheap material! They ruined my surprise and I was embarrassed when I gave that book to my mother.
I will not use Snapfish ever again!

I have always been happy with Snapfish products and service, I recently ordered a framed print and was very happy with the print and the great value for $9.00. I picked up the framed print from our local Kmart store yesterday 22/1/17. A few days after ordering the framed print I also ordered 116 prints @ 6cents each and paid $12.95 postage as the pick up service was not available for that order. The prints were delivered by Australia Post in a white paper envelope, a third of which was hanging out of my letterbox. I found the package when I arrived home that evening and as it had been raining, the package was wet. I was very disappointed, as I thought for $12.95 postage, that Snapfish would have used a plastic post pack to prevent any damage from rain. The package was received at my Central Coast address last Thursday 19th January

I have used the website www.snapfish.com couple of years and suddenly found out that the company decided to change their software. I have many saved projects on the website and was shocked one day that everything was lost. I emailed the customer services and couple of times I asked to help me and restore it. But the staff was too busy and only one person said that it was impossible. They haven’t even tried to do it. It was so sad and unpleasant.

I ordered photos, was told when they would arrive, and now have a new shipment date, which is after when they are needed for. I attempted three times to have a live chat and was disconnected each time. There is no working phone number, nor are you able to email them at all, as there are repeated error messages. It is clear their customer service is horrible. I will post on facebook and twitter how awful this company's customer service is. Please do not use Snapfish!

I ordered mugs, calendars and prints. Received my mugs right away and have been waiting for the rest of the order. The scheduled delivery has been changed 3 times and then yesterday a stranger finds me on facebook asking me if I live in the town I do and if I order some stuff from snapfish because she received my order! Really nice of her she did contact me but it doesn't change the fact that my personal information has been disclosed to other people along with the pictures of my kids! I wanted to call and complain - of course there is no phone number! So I went online and talked to a person in India who has been repeating 6 times that the order is in transit and nobody could get the order. I have a screenshot of the conversation with the person that contacted me and I sent it to the customer service rep and there was the same comment - that the package will be delivered tomorrow and nobody could receive my package and if i don't get it tomorrow to contact them again. I am really disappointed. I will never use their service again and will advise my friends not to do it either.

Made order on either 9-2 or 9-3 2015 and paid for overnight delivery. Was promised delivery by 9-9-2015 which was my daughter's birthday. It is now [protected] and cannot get any response from Snapfish. Calls are not answered. Emails are not answered. No customer representative is available. Their online customer service is manned by non English speaking (as first language) and they are very unhelpful as they merely read from a list of responses, most of which are non responsive to the questions being asked. I would never use them again. They lie; they are non responsive; they merely want your money without providing any service.

I recently ordered over 500 prints from Snapfish. I really shouldn't have because they're overpriced to begin with, especially their shipping. Anyways, I was going through my pictures after I received them and I came upon 4 duplicate prints and 5 guys (possibly college or high school). Well.. these prints definitely aren't mine. I don't know who these fellows are. I contacted Snapfish and they were all, oops, sorry. We'll credit you for the 4 prints. How am I suppose to get these pictures to the correct recipients? Not only that, but I ordered personal family pictures (vacation, birth of our child). I asked if my pictures could have ended up in someone else's order and they reassured me that they didn't. But OBVIOUSLY someone else's pictures ended up in my order! I told the guy he wasn't very helpful and he promptly hung up on me! Snapfish, you really need to work on your customer service skills.

The thought of someone else having my personal pictures REALLY freaks me out.

This website is ridiculous! I tried 5 times over the course of a few days trying to upload photos. Each time it went wrong saying I hadn't uploaded the amount I actually had. And during the uploads they kept failing. Causing it to take hours to finally finish uploading them. When I had finally done it, after 5 different attempts and deleting the app and doing it via the website. I selected the photos and tried to pay, I kept being told my card number didn't exist. So I decided to pay via PayPal. The site then decided to tell me I only had 74 photos so it would no longer allow me to use my code. After hours of frustration I decided to pay With a second code I had. I got all the way to the end to be told there was an error in the processing and I wouldn't be charged. I then instantly got an email from my PayPal informing Me Of this transaction. So I had been charged after the site informed me that I hasn't. I am now waiting to see if I ever recieve any photos. Completely Useless site. Never Use again.

For years I have been with Snapfish. I have spent hundreds of dollars on both the US and the UK sites, and I have gotten many of my family and friends to join as well. I also watch the offers like a hawk to time my purchases. This morning, I received an e-mail promoting $40 off with promo code 40CUSTOM. Here is the copy/paste:

"$40 off 8x11 Custom Cover Photo Books

Relive your favorite moments in a beautiful 8" x 11" Custom Cover Photo Book. Use code 40CUSTOM by 4/30.* "

So I login to Snapfish, deciding that this is worth it, especially since I'd been toying with the idea of printing up books instead of individual prints for a while and this would let me see if I actually liked it or not. I spend the better part of an hour setting up the book and the captions the way I want, and go to the checkout. I enter the promo code and it comes up with the following:

"Promotion code:
40% off 8" x 11" custom cover photo books Remove coupon"

40% is a far cry from $40, and I click Live Help to try to sort it out. Some representative on the other line with an unpronounceable name comes on the screen, and I explain my situation. What does he say?

"I'm sorry, the coupon code is for 40% off custom photo books, not $40."

I explain that even so, this is false advertising, and I've only built this book because of the promotional code that was sent to me in my e-mail. There was no follow up e-mail by the time I'd contacted him to correct the mistake (nor is there now for that matter). He sends me links about the 40% off promotion and tells me to read the bottom of the e-mail, and the only thing I could figure that he was trying to get me to read was this:

"8. Offer is subject to change or cancellation at any time."

I said to him, "So basically you're telling me that you/Snapfish is using an obscure clause to refuse to honor a promotion that is less than 2 hours old?"

What did he say?

"I'm sorry, the coupon code is for 40% off custom photo books, not $40."

Now tell me, is this a droid or an actual person? Why are all the responses so cue-cardish? For crying out loud, I was planning on surprising my Mom with 2000+ pictures printed for her 50th birthday in July, but now, Snapfish is going to completely lose me and everyone that I turned to them. Their customer service is getting worse and worse, and I'm not going to stick with a company that uses an obscure clause to justify scamming their customers with false advertisements, who might then feel that their emotional investment in the creation of the product will make it too difficult to not purchase.

Snapfish have become scam artists. I'm through with them.

Snapfish photo service came preloaded on my computer from hp. I signed up with their service because they were offering "freebies" whenever I uploaded photos. This morning I received an email offering me a free 12"x14" poster print. I have this great shot of a bridge I thought would make a great poster print. I tried to use their offer but a message popped up telling me that the offer was not valid. As a person in the retail business, if any employee does something to upset a customer and does not make good on an offer that employee is terminated. That's what I did to snapfish this morning. After I sent an email to their customer service explaining the situation and removing all my photos I terminated their service from my computer.

I had ordered a few snaps vide order number: [protected]-02p dt.23-10-2011. I recd a msg from then on 24.10.2011 that the order had been completed and mailed via first flight courier (Another scamming organisation to worry about). The tracking no shows that the package has landed at mumbai hub. However, first flight denies receipt of this package. I was very unhappy with the way the courier responded. After my complaint to snapfish these chaps send me a msg that appeared to be nothing more than a cut paste of details sent in earlier mails. The firstflight courier till now has the foggiest idea about the package and I begin to suspect that I have landed on a site that is scamming unsuspecting customers. I am not satisfied by the so-called customer service with snapfish. I will not recommend this service to anyone and suggest that it will be wiser to get this done through the local photo studio. I plan to take this matter to tough consumer forums.

I placed an order through their website two days ago. Did not receive a confirmation email but it was stated in my order history. Today I checked my order history and there was nothing on it. After spending what seemed like two hours on the phone with three of their outsourced customer service agents, they were not able to find my order. First lady told me two accounts were created under one email and that there was an order. She said she will email an order confirmation to me and it should get there in 5-10 minutes. I received nothing. Second lady gave me 20 free credits and said there was nothing else she could do. The third agent is a man and he sent my issue to the technical team who will get back to me within 24 hours.

The first lady that found my order told me that even though I paid for 2 day shipping, the order takes 2-3 days to process and that it won't get there for 5-7 days. Apparently I was under the impression that it takes less than 24 hours to process the order. Silly me.

In conclusion, I placed the order, paid the money (bank statement says so), did not receive confirmation, spent 2 hours on the phone, and now I have to go to the bank and dispute this transaction. I wasted money and I wasted time, and it looks like I might not make my deadline.

Just noticed a charge for snapfish on my credit card bill. Haven't ordered anything from snapfish since Nov'2010. Called number on the bill about the the charge (identified as snapfish) and told this is a special program charge called value pass for special benefits and discounts- only $14.95/month. I said I never ordered this program, I want a refund and how are you charging me without my authorization. "No problem will cancel and credit your acct". I then started reviewing my previous credit card bills and realized I had been charged $14.95 for months. I didn't notice b/c I had been ordering from snapfish and this charge says snapfish. I then contacted snapfish via live chat and snapfish has no info about value pass b/c that is a separate department. I asked where info about value pass appears on thr snapfish website and the directed me to the encore marketing website and unilaterally ended the chat.

To everyone out there! BEWARE of Snapfish VP.
I am sending this to anyone I can find to give them a piece of my mind.

Somehow they got me good.
They have been changing my credit account for $14.95 for 10 months for some discount service that I never used. I got refunded for 4 months but what a hassle. Beware of Snapfish! I am going back to Walgreens.com and Meijers.com to develop pictures.

They gave me this link which looks like snapfish but they said not really them.

http://support.snapfish.com/app/answers/detail/a_id/1361/brand/3/st/5/kw...

Answer details
Topic
Snapfish Valuepass - How To Contact

Question
How do I contact Snapfish Valuepass?

Answer
If you are inquiring about a charge on your billing statement labeled as "Snapfish Vp [protected].95", please follow the instructions below to contact ValuePass to cancel or seek a refund. You may also wish to review this FAQ.

You can contact Snapfish ValuePass toll-free at [protected], Monday-Friday, 9:00 am - 9:00 pm ET

You can also contact us by writing to:

Customer Service
Snapfish Valuepass
4501 Forbes Blvd
Lanham, MD 20706
Please include your full contact information (full name, address and phone number) so that we may assist you.

You can also e-mail us with your full contact information at [protected]@encoremarketing.com

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I am not sure how I got into this. YOU NEVER GET ANYTHING FOR FREE!
I guess I signed up for $10 coupon that got me enrolled.

Forward this to anyone who you think may use Snapfish.
I hope that posting here will help someone look at their snapfish billings.

Last January I made picture calenders for my family. Since then this company has been taking 14.95 a month from my checking for no reason. I would like my money back.

Snapfish will always, ALWAYS gouge you on shipping charges. A little stack of 20 4x6 photos does not cost $3 to ship. A coffee mug weigh 14 ounces does not cost $6 to ship (and mine came in a cheap styrofoam block taped shut, wtf is that?). A small desk calendar does not cost $6 to ship (it comes in a cheap cardboard envelope). No matter what you order, expect shipping to be very, very unfair and ridiculous. The quality of their products= excellent. The price of their products= good. The shipping costs= outrageous (which kind of cancels out their prices being good). I was told before I placed my order that they can't send the mug with the calendar because they have "separate processing times, and therefore ship separately." Both items were processed and shipped the next day, and I got confirmation emails for each item within minutes of each other, and of course they were delivered to my home the same day.

As much as I love their products, I won't be ordering from Snapfish anymore because of their absurd shipping charges.

I won on a Mcdonald's Monopoly game card, went to site, snapfish.com, There is no area on there web site to apply for the prize.

I have ordered 3 orders of test prints to see how my 4x6 photos would turn out for a photo display I'm doing for my wedding. Every order has come back cut 1/8 inch too short on one edge, making one of the borders 1/8", the rest 1/4".

I've reported the issue multiple times through the help form on their site. (They don't appear to have a way to reply to a ticket, you only get one shot at a reply from the online form.) Every time I get an email that says that I either need to crop them to be 4x6 (I did), that I need to be sure not to select True Digital (I didn't), that it sounds like a cut problem and here's a credit for 15 prints (Cut problem? YES... but still had the problem again later), or that they're sorry I wasn't able to receive True Digital prints and that they're still improving the functionality (I didn't want True Digital prints, I want 4x6, which I have yet to receive.)

After many rounds with the online form, today tried the online "live" chat. This is definitely not "live". Much like the online form, it would seem that I was essentially starting over every time they sent a response. Then I was cut off.

Here's the text from the online chat with a few privacy-protecting replacements. Note... there's no timestamps here... This took place over the course of an HOUR. So if it seems like I was frustrated quickly, try to keep the time span in mind. :)

****

Hi, Welcome to Snapfish Live Help. How may I help you today?

You are now chatting with 'Sai Kiran'

Sai Kiran: Hi,

Sai Kiran: Welcome to Snapfish Live Help. How may I help you today?

Me: Hello. I have ordered multiple rounds of test prints recently to try to sort out the issue I'm having, and nothing has worked

Me: Basically, the pictures are being cut too short.

Me: I order 4x6, perfectly proportioned for 4x6, with borders on, and I get exactly 1/4 inch on three sides, and 1/8 on one side. The pictures are not physically 4x6.

Me: and thus the borders are uneven.

Me: I've been told it's "Digital TruePrint" but I have specifically ordered them to not be those, I've cropped all my photos to exactly 4x6 proportions, and I've selected 4x6 as the size I want. But I'm still getting 4x5 7/8 photos.

Me: and I'm running out of time to make my real order.

Sai Kiran: May I know the order number.

Me: Sure...

Me: The latest one is --[order #]--. The last two were --[order #]-- and --[order #]--. All were selected as 4x6 each time, the most recent order was cropped to be exactly 4x6 to be sure that wasn't the problem.

Me: however looking at these, it's definitely the cut. I'm sitting with a ruler and they are not 4x6.

Me: It's been the same edge every order. too.

Sai Kiran: Please give me a moment.

Me: sure

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Me: No problem.

Sai Kiran: I'll be right with you.

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry that all of your images weren't treated as Trudigital. Digital images aren't always identified by our Trudigital function even when they are taken by the same camera. I'm sorry for that. We are working to improve the Trudigital function.

Sai Kiran: If you are not happy with the print preview cropping, you will need to crop the images in your account. It's best to do this before you place the images in your cart. You can go to fix/enhance and then edit and then crop. The print area will show up on the photo and you can move the area as you'd like.

Me: nono

Me: I did not want True Digital

Me: I want to know how to make them actually BE 4x6

Me: Note that viewing the preview makes everything look fine in the photos

Me: the actual physical photos are not cut properly, on my last 3 orders

Me: and it has nothing to do with how the images are cropped. The photos are fine, the physical paper is cut too small, and the borders are uneven. The physical cut is wrong, on three separate orders.

Me: and the borders being uneven are the result of the cut, not the photo.

Sai Kiran: I'll be right with you.

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Sai Kiran: I suggest you to crop all the photos in 4 x 6 as I see you have 4 x 5.3 true digital .

Me: I did crop everything in the last order to 4x6

Me: every single one

Me: where are you seeing 4x5.3 in the last order?

Sai Kiran: I'm sorry .

Sai Kiran: How many number of prints are unsatisfied .

Me: I'm not looking for a credit. I'm trying to figure out how to make photos come to me in the 4x6 size, because it clearly has nothing to do with how I order them. Something is wrong at the facility that is cutting my photos, and I want to know how to get it fixed. I have an order of 400 that I'm trying to test for and I'm running out of time to get it. I've ordered 3 rounds of test prints so far and none have come back 4x6

Me: I've already been through multiple help tickets, all just telling me to preview the photos, or make sure they're 4x6, etc. None of that has made any difference in the physical cut of the photos. They all preview perfectly.

Me: I have yet to receive anything that looks like the previews, because the left side (on horizontal pictures) is always getting cut wrong. Bottom side on vertical pictures.

Sai Kiran: I'll be right with you.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Sai Kiran: This is an issue where the aspect ratio (height vs. width) of your digital photo file does not match the shape of a standard 4x6, 5x7, 8x10 sheet of photographic paper.

Me: NOOO

Me: Oh my god, I said that already...

Sai Kiran: In cases like that, our automated system must crop your image, and it will always crop "to the center".

Me: I made 4x6 images.

Me: This has NOTHING TO DO WITH THE IMAGE

Sai Kiran: In cases like that, our automated system must crop your image, and it will always crop "to the center".

Me: This has EVERYTHING to do with the size of the physical paper

Sai Kiran: If you are looking for a 4 x 6 size I suggest you to crop them.

Me: I DID

Me: I DID I DID I DID

Me: And I SAID THAT ALREADY

Me: The physical size of the paper is TOO SMALL. I am not receiving 4x6 prints. I am NOT selecting True Digital. I am NOT having trouble with the crop of the photos. The preview looks fine.

Me: This is the actual paper is getting cut TOO SHORT

Me: and cutting off much of one of the borders

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Thank you for chatting with us. Please click the "Close" button on the top right of the chat window to tell us how we did today.

[[No further input from my screen was accepted.]]

I then tried phone support. She told me I need to edit every photo using their cropping tool. First, that's awfully time intensive if I have hundreds of photos to print (which I do). Second, I told her that the photos preview fine, with 1/4 inch border on each side, and when I receive them, I get photos with 1/4 inch border on 3 sides, and 1/8 inch border on one side. That if this were an issue with the order itself, the borders would all be 1/4 inch, but the issue is with how they are cut at the physical photo printing location. There was a long pause, and then she continued to tell me how she could walk me through placing an order. Having already been through that with the online form support, I hung up.

I have spent countless hours preparing a photo book of my oversees holiday. I was almost at a stage that I could place my order and have it shipped in time for a special occasion. That was a couple of weeks ago and since then I have been unable to load the album so that I can put the finishing touches to it. The only response I get is that they are working on the problem. Does anyone think that I will ever get access to my project again or should I just move on and forget I was ever introduced to Snapfish. I don't cherish the thought of having to start again but if that is the only answer then so be it.