sammyfrank (sammyfrank) wrote in bad_service,
sammyfrank
sammyfrank
bad_service

Shutterfly.com - Customer Service ? Not so much

On November 22 I saw an ad on TV for shutterfly.com to make a photo album. I had been wanting to make an album for my parent's 50th wedding anniversary so I thought it was a great idea.

I should have been concerned when their site required payment first, then you create the album. But I went ahead and paid the $19.99 on my debit card. Then the nightmare began.

The album was incredibly hard to do, you couldn't rotate the photos the way I wanted to, and when you pay in advance you get a code number - when I tried to enter the code it told me it was invalid.

I decided not to move forward and emailed shutterfly to ask for a refund.

On 11/23 I received an email from Toni in customer service saying no problem, you will receive your credit within 24-48 hours. Great !!

Fast foward to the beginning of December, no refund yet. I emailed again and was told they couldn't find any record of my order. Finally get another email from Toni on 12/8 saying is that they will process my refund, this time it will take 3-5 days. Okay.

I wait the 3-5 days and once again email Toni - where is my refund ? A couple of days later I receive an email saying that there is a problem sending my credit and they will mail me a check and can they have my address.

I have no faith whatsoever that I will ever see this money again, so I am chalking it up to a poor snap decision on my part. But I would not ever recommend this company.

Edited to add : This was a special promotion based on the TV ad, I just looked up my original confirmation email. It was $19.99 for an 8 x 8 hardcover book and 25 individual 4 x 6 prints plus free shipping. When I went to the website it had a link that is no longer there, www.shutterfly.com/tvphotobook. Once you pay for the book you get a code to put in for payment once you create the book.
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