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ShutterflyReviews 984

1.6
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Shutterfly Reviews Summary

Shutterfly's reputation reflects a mix of strong product quality and significant customer service challenges. Many users appreciate the quality of photo books and personalized items, often highlighting the durability of products. However, recurring complaints about service delays, order inaccuracies, and inadequate customer support overshadow these positives. Customers frequently report issues with refunds, communication breakdowns, and technical difficulties on the platform. This blend of satisfaction with product quality and frustration over service reliability suggests a need for Shutterfly to enhance its customer service approach to improve overall customer experience and retention.

This summary is generated by AI, based on text from customer reviews

service
295
value
277
shipping
284
returns
169
quality
246
This company does not typically respond to reviews
Maryland
1 review
0 helpful votes
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I am dumb enough to think the same thing cannot happen 2 years in a row and decided to give them another try after they lost my cards last year and I never had the ability to send them out! They came a week and a half after Christmas last year. They refunded me in full so I thought at the time they tried to make it right. This year out of convenience I decided to try again. WRONG MOVE! I ordered them on December 11th with a delivery of 12/16-12/21. I get notice that expected delivery is now by the end of the day on the 24th! Thanks again for ruining my Christmas card giving 2 years in a row! Customer service is an absolute nightmare and you can't get a personal answer on anything. They offered partial refund of $58. My cards for CHRISTMAS were $160+! How does this fix anything? STAY AWAY from this site, FAR AWAY!

Date of experience: December 22, 2016
New Hampshire
1 review
1 helpful vote
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One and Done!
December 21, 2016

Paid $40 extra in shipping and order arrived late, despite being told it was guaranteed to arrive on time. Moreover, and ironically, the orange envelope had been ripped open and repaired. I didn't even bother to view the contents--too pissed off!
I have yet to hear from them, after three e-mails. This is a horrible and nightmarish service. Do not commit the mistake of ordering from them!

Date of experience: December 21, 2016
Illinois
1 review
2 helpful votes
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Christmas crisis.
December 21, 2016

Sadly to say this is not a company I will do business with again, there are many other competitors willing and able to complete orders with a more desirable outcome. I cannot complain about the quality of their work due to the fact that it seems my photo book will be "in production" until the second coming of Christ... Bad news bears for Christmas gift giving.The customer service is as good and polite as it can be with hundreds of other dissatisfied customers this holiday season, however like all companies they are trained to avoid the topic of a negative outcome until the last minute when no other arrangements can be made. Very sad, but such is the way of things these days where this company is concerned. As I'm sure this will not be shared on the reviews section of their official website, as it is not a glowing review... I will have to forward it along as a warning to all those thinking of doing business with this company. Perhaps they will hold up to their offer to do a full refund and send the book upon its completion, perhaps not, we'll see.

Date of experience: December 21, 2016
Ohio
1 review
1 helpful vote
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You claim to have Super Rush shipping available on photo book orders but it is not. Why have an inaccurate count down clock on your site if it is not available? Take it down if not available. My order fit the criteria and I even altered it to a different order and Super Rush still not available.

Date of experience: December 21, 2016
California
1 review
1 helpful vote
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I have been a loyal customer for years but not any more. I just received my holidays cards and they were terrible. I think it might have had something to do with the card stock they used. All of the photos were grainy/blurry. I didn't have time tonreorder so I'm stuck sending them out or I would have fought for a refund. ( I think they know that's the case at the holidays). Like most people I tried to call but gave up after 45 minutes of waiting! I decided to write a email instead. I just got my response and it was generic basically we're sorry you weren't happy I will pass along the info and we are always evaluating what we use. After spending so much money with them you'd think they want to keep business but I guess not... they lost mine...

Date of experience: December 18, 2016
New York
2 reviews
1 helpful vote
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Pathetic Business
December 15, 2016

They are the worst company. I waited for more than a hour to talk to customer service IN BELIEZE, South America. Clueless and couldn't care less. Don't buy from them. Put them out of business.

Date of experience: December 15, 2016
Florida
1 review
1 helpful vote
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I ordered Christmas Cards on Dec. 6th. They didn't even ship until the 14th and ate not expected to arrive until Dec 21st! I won't be ordering from them again! Regardless of the "sale" prices!

Date of experience: December 15, 2016
Georgia
5 reviews
2 helpful votes
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Package just came via UPS. Opened, packing slip missing and cards are poor quality.

I called and automated system said 52 minutes to hear from someone.

Then got stuck in loop trying to get a call back. Not using Shutterfly again.

Date of experience: December 13, 2016
California
1 review
1 helpful vote
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Terrible
December 7, 2016

After only receiving half the envelopes we contacted them three times and was reassured the replacement envelopes were on the way. Fourth call, still nothing. Looks like Christmas cards won't be on time this year.

Date of experience: December 7, 2016
Washington
1 review
0 helpful votes
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I've always used Vista Print, but my kids got me a gift certificate for this because they found it on Groupon. The calendar did not print out as it looked like on line. Heads were cut off, colors were off and photos were blurred. So disappointed. Will not use again.

Date of experience: December 2, 2016
California
1 review
2 helpful votes
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HALF A STAR
November 30, 2016

Lost a loyal customer today over $23.97... Ordered prints on Black Friday thinking I wold get the best price; however today the price is lower and shipping is free. Shameka and Anika both, after placing me on hold, would not honor current promotion even though I have not received items in mail... Who does this?

Date of experience: November 30, 2016
Colorado
1 review
4 helpful votes
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DO NOT USE SHUTTERFLY!
November 27, 2016

First off, DO NOT USE this company. It is awful! I was extremely disappointed with Shutterfly's products, website, and customer service. After spending TWO DAYS working on a project (yes, two days, because the website was soooo slow and difficult to navigate) I finally finished my product and placed it in my cart, when the whole website crashed. I was furious at the thought of my products being lost, so I immediately called customer service and explained the situation and the only thing that David could offer was to call back tomorrow. NOT I wanted to hear. He offered no further help in retrieving my lost products and he was completely aloof about the whole situation. If you are considering using Shutterfly, please save the TIME and learn from my mistake and NEVER visit their pathetic website! Don't do it!

Date of experience: November 27, 2016
Idaho
2 reviews
4 helpful votes
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False Advertizing
November 25, 2016

It is 7:21 pm here, Black Friday. When I tried to use your code BLKFRIDAY I am told that it has expired. I went back to the front page and it says that code is good through Sat.

Date of experience: November 25, 2016
Tennessee
1 review
4 helpful votes
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Do NOT order from Shutterfly! Their coupons are misleading! $20 off of $50 or more are actually $10 off. Customer Service was no help and when I asked to speak to a supervisor she was rude and talked over me. She would not listen to me. She compared their coupon to Kohls or JCPenney. I wasn't ordering from those stores, I was trying to order from Shutterfly! Wish I would've read the reviews first!

Date of experience: November 22, 2016
New Jersey
1 review
4 helpful votes
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My coupon
November 20, 2016

I got a coupon for $20. Tried it and doesnt work, so i called up customer service spoke with David he said i used the coupon already, for another order which I know I didnt used. There was another $10. I used for that order. He didnt even try to help me. He said I cant help you.

Date of experience: November 20, 2016
California
1 review
3 helpful votes
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Wouldn't fix a mistake
November 18, 2016

I ordered a calendar (3 copies). The printed version mistakenly did not include several items that I put in the online version. Shutterfly would not replace the bad calendars for free. I will never do business with them again.

Here is their silly official customer support's response:

We realize that this is an inconvenience and would like to present the following alternatives for your consideration:

1) We can add a 50% off list price discount to your account and when you place your next order, the credit will apply to the cart.

2) We would be glad to insert a gift certificate for $20.00 and you can keep the product with you. Here is more information about the Shutterfly gift certificate:
1. It does not have an expiration date.
2. It can be used against any expense in your account.
3. You can use it against multiple orders.
4. Available value of the gift certificate would apply at Checkout.

3) If you prefer a refund, please return the calendar to us. We would be glad to process a refund for 50% of the order value. Refunds are typically credited back to your credit card within 7-10 business days.

Date of experience: November 18, 2016
New York
1 review
3 helpful votes
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Horrible print quality
October 15, 2016

After having ordered several photo books and been mostly happy I took advantage of their "free" print promo (they charged me $10 shipping for envelope weighing few ounces). The prints are awful-about half cut off part of the picture! Never never never again. I wanted prints of my dog who had recently passed away, getting a bunch of prints with his head missing was so upsetting. There is absolutely no quality control whatsoever.

Date of experience: October 15, 2016
Alabama
1 review
2 helpful votes
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I liked the way I could edit an entire album at one time. For example saturate all photos in an album with one click. I do not see that option anymore. Instead it must be done one at a time... exhausting! Why did the site change? Also I miss the option to make a video set to music. That program had a few glitches but when it finally worked, I loved the final product. In the past I always promoted Shutterfly, but now I'm considering trying something new.

Date of experience: October 14, 2016
New York
1 review
6 helpful votes
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Hate the new site!
October 5, 2016

I find the new Shutterfly site very difficult to use and will be looking for another place to download my pictures, share them and order picture items. My husband and I took pictures on 2 different devices on our recent vacation. When trying to combine them in an album, I could not put them in the proper order. The best I could do was put them with the same day's pictures but could not move them into the order I wanted them to be in. The previous site was very user friendly to move pictures, edit and crop. This new site is difficult to maneuver from screen to screen, as well. I have used Shutterfly for years but will not be using it anymore, unless it changes.

Date of experience: October 5, 2016
New York
1 review
3 helpful votes
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I received a charm bracelet for christmas. It had a birthstone charm as one of the charms. A few months after i had it the charm sheered off the hoop that held it to the bracelet. It was only worn on special occassions. I didn't get around to calling about it until recently. Since it was a gift i was not able to get a replacement, even though it was shipped to me and i had the order number. They said the giver would have to contact them by phone. Since he works and is busy - i didn't want to bother him. They would not budge.

Date of experience: October 3, 2016

From the business

Create photo books, personalize photo cards & stationery, and share photos with family and friends at Shutterfly.com.


shutterfly.com
Founded in 1999
Redwood City, CA, United States
+161