• Shutterfly

Shutterfly

Overview

Shutterfly has a rating of 2.02 stars from 1,439 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Shutterfly most frequently mention customer service, christmas cards, and photo book problems. Shutterfly ranks 142nd among Photo Printing sites.

  • Service
    285
  • Value
    265
  • Shipping
    272
  • Returns
    163
  • Quality
    236

This company does not typically respond to reviews

Positive reviews (last 12 months): 9%
Positive
12
Neutral
1
Negative
121
164
See all photos

What reviewers want you to know

Positive highlights

  • Shutterfly customer service was very easy to deal with.
  • I've worked on photo books over a period of time, and also saved finished ones for re-order.

Critical highlights

  • The guy lied just so I wouldn't cancel my Christmas cards.
  • I am beyond annoyed and frustrated and am looking for another photo book site.
How would you rate Shutterfly?
Top Positive Review

“Nice soft cover shutterfly photo book, folded/damaged in delivery process.”

Joan M.
2/14/24

Firstly, my soft cover 8 X 11 book was expensive! The shipping of a small soft covered book was $10. The total cost was much more than the 2024 calendar I made just a couple months ago, which I was quite happy with. Also, upon delivery the book was bent on front page in two places. It was rolled into my mailbox instead of being left flat or delivered to the door. There was no extra support inside the envelop to prevent damage to the product. It was just put inside the envelop in its plastic cover with nothing to keep the product flat. Some of the layouts which extended over to the next page were not identified as a problem and thus they dont look good in the soft cover format, almost cut and folded. I even called to ask questions about this. I liked the embellishment and backgrounds offered very much. Many of my recent photos were great, but using older photos from pictures taken from photos, some were not so clear. This was a lifetime photo album for a 90 year old so old photos were included. Even photos from 1970-1980's were not as good as the current photos. Current photos were great! Taken by digital camera on phone rather than a film camera. Overall, I like the photo book and give this a 3+/4 rating.

Top Critical Review

“Customer Service is awful!”

Carmen V.
1/5/24

I ordered 2 of 1 book and 2 others; 4 in total. 1 printed poorly, 1 damaged. Asked them to reprint, they sent the wrong ones, asked again, sent wrong ones again. I have 6 copies of one book now. Took months for them to get the order right. Perhaps this could have gone better if they hired people who had a good command of the English language. I couldn't understand them, they obviously didn't understand me. Quality of photo books was average. Won't use them again. Photo shows 5/6 books…1 was a gift.

Reviews (1,439)

Rating

Timeframe

Other

Reviews that mention popular keywords

christmas cards (113) photo book (93) delivery date (44) customer service (367) photo books (93)
Thumbnail of user sherryw651
1 review
0 helpful votes
December 4th, 2023

Just want to thank you all for such an amazing job you did with the photo of my Prue who recently passed. My canvas portrait is BEAUTIFUL

Tip for consumers:
Just amazing all around

Products used:
Shutterfly

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Thumbnail of user jeannef206
1 review
0 helpful votes
December 21st, 2023

Every year I make a Shutterfly photo calendar as a Christmas gift for my mother. I usually order it the weekend after Thanksgiving. This year, the tracking info on my package abruptly ended & UPS said they couldn't find it. Four days before I needed the gift, I contacted Shutterfly about the problem. They offered to reprint the calendar. I told them when I needed the gift & they offered to expedite printing & shipping at no extra cost to me. I received the calendar the day before I needed it! Very impressed with Shutterfly's commitment to making things right!

Products used:
Calendar

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Thumbnail of user andreat780
3 reviews
1 helpful vote
December 8th, 2023

My husband is a photographer and we ordered a large order from shutterfly. When it arrived the frame was slightly misaligned and did not look great. When I called to discuss the issue the customer service was fantastic and the agent went above and beyond to help us. Mistakes happen but how you handle it says a lot. I am a firm believer in good customer service. I will be a lifelong customer of Shutterfly now.

Products used:
We tried all of there types of prints and frames.

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Thumbnail of user averilw1
1 review
0 helpful votes
December 11th, 2020

They sent me a card missing pictures. They stated it didn't save the pictures in their system and I could purchase new cards at full price to resolve the issue.

Thumbnail of user sujatak10
2 reviews
0 helpful votes
October 29th, 2020

Best service provider I think you should also try her service thankyou for your service I recommend you to try her service.

Thumbnail of user wandak204
1 review
0 helpful votes
February 15th, 2024

I've created 27 projects over the past 15 years on Shutterfly. This includes 15 different photo books. Each and every time, I've always received excellent, professional customer service and beautiful books. I custom design all my books. There may have been a couple of times over the years that I needed Shutterfly to help with a mistake. However, they stand behind there products 100%. If you aren't an experienced design person then ask for help. Use high quality photos! Remember Shutterfly didn't take the pictures. The photo quality of books and cards depend on what you upload. Low quality photos will create poor quality projects; so don't blame Shutterfly for your photos. They will make what you approve. Start your project early enough to allow for help and receive book in ample time in case the book or cards need to be possibly replaced if it's the direct fault of Shutterfly.

Tip for consumers:
I've always received excellent, professional customer service and beautiful books. I custom design all my books. They stand behind there products 100%. If you aren't an experienced design person then ask for help. Use high quality photos! The photo quality of books and cards depend on what you upload. Low quality photos will create poor quality projects; so don't blame Shutterfly for your photos. Remember Shutterfly didn't take the pictures.They will make what you approve.

Products used:
Shutterfly stands behind their products. I created 27 project within 15 years that included 15 photo books.

Thumbnail of user kayleighr10
1 review
0 helpful votes
April 1st, 2020

I made a photo book for myself and a puzzle for my grandparents. They both turned out so good! The photo book is hardcover and such great quality. They came really quickly too

Thumbnail of user denisew223
2 reviews
5 helpful votes
August 13th, 2020

I ordered 2 albums for my sons high school Grad. The layouts and options are incredible. I am in Canada and I received my albums (from the US) in just 4 days! Incredible quality, shipping, packaging and gift boxing. There was an error on the cover of one album. I did see a warning sign when creating it, but could not see any text it was referring to. Blank text boxes don't print. I guess there was hidden print and in the final project, you could see a very faint name (girl!) on the cover! I was horrified. Sally at customer service was incredible. Despite it technically being my fault, it was a very difficult text box to find. She immediately sent out an entirely new album (with correction) and I just had to pay for shipping! SO appreciate such amazing customer service especially when it is for a special occasion coming up! Advice: don't ever leave a warning sign despite looking blank. Reach out for customer help! Thank you Shutterfly. I will be a repeat customer and spread the great word.

Thumbnail of user chelsyj2
1 review
0 helpful votes
March 23rd, 2020

I ordered my grad cards and once I received them I had realized I had spelt my last name wrong. The staff was so helpful and reprinted them for FREE all I had to pay was shipping! This was so gracious of them to do because I was the one who messed up not them.

Thumbnail of user kerryw96
1 review
1 helpful vote
April 19th, 2020

I have been using Shutterfly for over 10 years. I have never been disappointed with their products or their customer service! They are honest and they work hard to find solutions to any issues that arise. Recently, I ordered a photo book with many extra pages of my recent trip to Antarctica.The result was top quality, as always. I wanted to send one of the books to a friend in Canada, but because of the Covid-19, the US Postal Service was not delivering to any countries except the US and their territories. I called Shutterfly and explained the situation. They told me to mail the book back, which I had inscribed already, and they are sending it to Canada for me, no charge for shipping! They are the bomb! Thank you Shutterfly for always going above and beyond for me. I will be using them for many years to come.

Thumbnail of user mona.gish22
1 review
0 helpful votes
February 8th, 2024

I contacted Customer service to ask how to correct a problem with my order. I spoke to Vivian and she was very helpful and took care of the problem. Your Customer service is awesome and your company is as well. I use your app all the time! Will continue to do so.

Tip for consumers:
This is an awesome app with great customer service! I will continue ordering products from Shutterfly.

Products used:
Address labels

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Thumbnail of user shannona98
1 review
0 helpful votes
December 25th, 2019

I am so pleased with this company! They have outstanding customer service! I recently placed an order for a couple of customized coffee mugs for my father & step mother that were lost in transit and unable to be located. I was heartbroken that this had happened and contacted Shutterfly's customer service via chat. The representative was extremely sympathetic to my situation and assured me that another order was submitted but was unable to ensure the package would arrive before Christmas. I just received BOTH of my coffee mugs in perfect condition with two days to spare before Christmas! Thank you so much for an outstanding job! You have absolutely earned my business and as life time customer!

Thumbnail of user deborahl622
3 reviews
0 helpful votes
May 15th, 2020

I couldn't be happier with how ways it was to upload and edit photos. Quick production and delivery. Order made, and book received in 5 days. Product is beautiful

Thumbnail of user barbarac2985
1 review
0 helpful votes
February 9th, 2023

On January 27, I ordered two mugs for my granddaughter and her best friend to celebrate their last soccer season together. Delivery was projected for February 6 which I thought was pretty good service. Instead, my package arrived on February 4--just in time for the big game. Because of your extraordinary service, I was able to present them after their victory that afternoon. I have always been delighted with the quality and delivery of your products, but this one was the best. I will be back many more times. Thank you.

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Thumbnail of user conwoman50
1 review
0 helpful votes
December 14th, 2023

I am disgusted by the service. I ordered my Christmas cards 3 and a 1/2 weeks ago. And they have been delayed twice and will not get here on time. I would never use them again! Hours worth of calls and no results. I am now calling My attorney

Thumbnail of user rheaf10
1 review
0 helpful votes
June 21st, 2020

I recently ordered 5 gifts to 5 different people
The prices were great they loved them and I was amazed at how fast they went out
Keep up the great work thank you!

Thumbnail of user debfalletti
1 review
0 helpful votes
December 26th, 2023

I received a pillow and blanket for Christmas. The images are very clear and quality of both is great. Blanket is very cozy and full of great memories.

Thumbnail of user shelz65
1 review
0 helpful votes
October 9th, 2023

Placed an order for invitations and spent $14.99 to rush the delivery. Supposed to arrive Friday Oct 6. Then it's updated to Saturday the 7th. Still fine because I was hand delivering them on Sunday the 8th. DHL turns it over to the post office (huge mistake) Saturday mid morning. Post office doesn't deliver and Monday is a holiday so new delivery date is Tuesday the 10th. I contact Shutterfly and they claim my delivery date was the 9th (Monday). Not true. They insist that it will still arrive Monday and if it doesn't to contact them for a refund. As expected it didn't arrive so I contact customer service and they claim my delivery date is the 10th. Nope it's not. They refuse to back down or refund my money. Offer me a credit on a future order. I declined and ask for my money back and they come back and tell me my delivery date was always the 10th. No, no it wasn't. I would not recommend ever again. They used to be good but like many companies they have gone to crap.

Thumbnail of user pettis151
1 review
0 helpful votes
November 1st, 2023
• Updated review

Thanks shutterfly and I apologize I was frustrated. After stomping my feet a bit you came through. I really enjoy this photo app and will continue to use it!

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My actual rating would be zero
April 19th, 2023
• Previous review

Have had my pictures on shutterfly since it was Kodak gallery believe that over 30 yrs ago. Went to look for some pictures last week and all were gone. I was told they got deleted because of an email I received some time ago and didnt respond to. These are pictures that were sacred to me. Just can't believe with the technology we have today they are unable to recover them. I was told it may have went to my spam email not really sure who reads them and if so who's fault is that when they sent to to them why it went to spam I haven't any idea. I'm so frustrated over theirs not a kind word I can say after 2 hours on the phone with these people and their automated bull$#*!

Tip for consumers:
Not that doesn't consist of multiple cuss words!!!! Over 30 yrs of memories have been lost

Products used:
Picture storage

Thumbnail of user melindas427
1 review
0 helpful votes
January 25th, 2023
Verified purchase

I asked to return/edit something that I "goofed" on. Regardless, they made it right instantly. I'm extremely impressed and will continue to use them frequently!

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Thumbnail of user jf530
98 reviews
41 helpful votes
March 26th, 2021
Verified purchase

I've ordered many different sized photos from Shutterfly multiple times over the past years and they always have promotions! There was this one time they were giving out free their reusable bag and all you had to pay was shipping. I was already paying for my photos shipping so I decided why not! I use this bag all the time (as you can see it's erm dirt in the photo) and it's extremely durable. I'm literally carrying the heaviest groceries around my neck and the bag is isn't broken which is crazy!

Highly recommend ordering photos or other personalized items for your family and friend or even yourself like me :)

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Thumbnail of user marias2043
2 reviews
4 helpful votes
February 4th, 2022

This is the customer service I did not expect. My package got lost by my mistake, I called back wondering what they could do and guess what: they reprinted the $225 order! I am with them since 2017 and this is the first time, but this is so nice of them! I highly recommend Shutterfly!

I previously ordered photobooks and wall pictures on metal -- all wonderful quality! It is the best present to yourself and your family!

Thank you Shutterfly!

Products used:
Photobook

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Thumbnail of user lr433
1 review
1 helpful vote
November 25th, 2021

I absolutely loved my photo book, the quality of the pictures and the hard cover were a very high quality. I'm so impressed I will definitely order more. I've ordered various items from Shutterfly and have always been so impressed. I ordered a tumbler recently and those pictures turned out fantastic as well. Thank you Shutterfly!

Thumbnail of user nathans640
2 reviews
1 helpful vote
March 1st, 2022
Verified purchase

I ended up ordering a custom mug design from this company after another company cancelled my order without any explanation. My order was processed promptly without any issues and I got my shipment within a week after I ordered which far exceeded my expectations. Not only that but the quality of the design and the mugs was incredible and exactly what I ordered! I was seriously impressed with the care of the shipping materials too to make sure the product wasn't damaged. I couldn't be happier with my experience and I definitely would order from them again!

Tip for consumers:
Make sure to look for promo codes!

Products used:
15 oz Ceramic Mug - Custom Design

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Thumbnail of user johns6728
2 reviews
0 helpful votes
March 22nd, 2023
Verified purchase

I was nervous about all online card outfits but now glad I selected Shutterfly. I added two photos to a template, edited verbiage, created an envelope address list, all with intuitive online instruction, and invitations were delivered a day prior to estimate. I had all sent to my home to be mailed because I wanted to inspect the results first. No issues. The ink and print was great, the cards handsome, the cardstock good, envelopes handsome... it was a very pleasant experience and I endorse them copletely.

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From the business

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

Company Representative

Thumbnail of user levih42
Levi H.
Typically does not respond to reviews

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