Support
Elizabeth W
Customer Support
QUALITY ISSUE
Order ID: **************
Order Status: Delivered
Tracking Number: *********************
Estimated delivery date:
Mon, Feb. 26.
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Elizabeth W
Hi Kevin, thank you for contacting Snapfish Customer Success.
Hi elizabeth - very difficult to reach you folks
Elizabeth W
My apologies for your order having quality issues. I know how frustrating this is for you. I will certainly do my best to assist you.
The quality of these first time experience photos with your company are horrible - I want to return them and get my money back
Then delete my account!
My name is kevin kunz
Elizabeth W
Thank you for the order details, Kevin. To evaluate this issue, can you please take 2 or 3 photos of the product that clearly show the issue and attach them to this chat?
IMG_0723.HEIC
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Elizabeth W
Hi, Kevin. Are you still with me? I hope I didn't lose you.
Yes. Trying to get you photos

Elizabeth W
Thank you for the update.

So these are way too dark
All of them are like this. Plus the paper is so poor quality -very thin -- the photos i get from Walmart are better
Elizabeth W
Thank you for the images. Please allow me a moment to take a look into this and get back to you.
Were all of them affected, the 8x10 prints and the collage prints?
They all suck
And the quality of the paper is horrible
Elizabeth W
Thank you for the clarification and the feedback.
I'd like to offer you a seamless customer service experience. If it's convenient for you, could we continue our conversation via email? This will enable us to delve deeper into the matter and assist you more effectively. II will have to send this to my next level of support for further assistance and email you once I receive a response form them.
Nothing to dive into - my expectation is a refund and I am not satisfied with the quality of these pictures.
I am expecting refund! Will this not happen? If not then I will have to deny the credit card and open an investigation
Elizabeth W
I will forward all your concerns for the best resolution to be offered. I apologize for this inconvenience caused.
The resolution will be offered after the issue has been evaluated.
Okay i have copied this conversation and will deny the charges - feel free to communicate
Type a message here...

I placed an order in November, said it was shipped and received by USPS on Dec. 5th and never delivered. I spoke to my local USPS and they searched for the package and found that they never received it. It seems like a common problem based on your complaints. I called customer service on Dec 15th to ask for a refund. The person I spoke to told me that he will process my refund and send out a replacement order (to make up for the issues) for FREE. I told him that I didnt need it because the gift was for someone in Germany and I would not receive it before I leave for the trip. The agent assured me that I would get a full refund AND he would still send the order for free.

I come back from my trip and there was no refund. I called customer service and they told me they would be glad to give me a refund but after looking at the small print, it was ONLY FOR THE SHIPPING! When I asked for a full refund, I was told that they could not give me a refund because they sent me a replacement. I told them that I DID NOT ASK FOR IT AND I WANTED A FULL REFUND. After going in circles, they finally told me to return and I would get a refund but they didnt tell me WHERE TO SEND IT! At least after all this, send me a return label.

I feel like Snapfish has a HUGE fulfillment problem this year (based on all the social media complaints) and instead of actually making it right, they have their customer service staff deceive their customers and ruin their trust. I understand that things happen. What I dont appreciate, is being lied to and then going in circles being asked the same questions and then told that they wont do anything!

I used Snapfish for years to develop film and print my photos. Then they stopped developing film. Then they started deleting my photos. I asked how I could export my remaining photos to google photos and they said I would have to download each picture separately. Strongly advise avoiding Snapfish. Here's my experience with their online support:

Noel: Hi, my name is Noel. How may I help you?
RB: I'd like to export my snapfish photos to google photos. You guys have lost/deleted many of my older photos and I'd like to preserve the remaining ones at a more reliable web site. Is there a way I can do this?
Noel: Hi Randall, How are you, welcome to live chat. Also thank you for the query about getting the photos transferred. I am here to help.
Noel: Yes there is an option.
Noel: To do this, you need to download the images.
Noel: Allow me to explain about those lost pictures. Here is the explanation: We already made an update on the site, from the old or classic site to the new site now, during the update, our engineers have this so called incompatibility setting feature turned on, this was created to enhance performance and upgrade on the sites interface which then resulted to some photos, projects not working.
Noel: Some photos and/or projects are affected by the incompatibility setting that causes to a corrupted file, some got lost and some retained. This was still a work in progress now, our engineers are still doing their best to fix and find the photos lost.
RB: Yeah, well, I don't have much confidence in your "engineers" since they seem to have lost many of my photos. So, I ask again, how do I export my remaining snapfish photos to google photos?
Noel: But as for for those corrupted photos it is already lost from the system.
Noel: You have all the right to be upset, I understand that, who would not right. Well, you need to download one by one. Go to your photos and click the image, on the top there is the download option.
RB: I didn't corrupt them. You did. Please answer the question about how I can export to google photos.
Noel: I already did answer, onset, check above.
Noel: Sorry I never mentioned that you are the one who corrupted the photos. You miss to understand. Sorry.
RB: Seriously, that's the best you can do? Download photos one at a time? Wow!
Noel: Hmmm with all humility, I am very sorry that this is the program of your choice but it seem to have failed all your expectations. For now that is the only way to download them. One at a time.
RB: I plan to publish this conversation online. Snapfish has violated all its obligations and should be relegated to the garbage dump of failed websites.
Noel: What obligations are you talking about Randall so I may be able to answer you.
Noel: Snapfish just like any other companies out there have issues that is still a work in progress, it is not perfect but we have so many customers, just like your self. |You have been with the company for a long time so I am sure that for so many years now, Snapfish was working well for you.
Noel: I beg to disagree your comment for so many reasons. Yet I still understand your frustrations. It is your right. Please know this, regarding the photos lost, know this now that you already know that snapfish is not a storage site, you can put pictures on it but not forever. With regards to the download of the pictures one by one, well, it is our process, just like any other sites, if you do not agree, then with our policies then you always have the right to choose different options.
RB: The obligation to save my photos. No, Snapfish has not been working well for me, as you chose to delete my photos over time. If you are not a "storage site" you should alert customers to that fact and let them know that you will will be deleting their photos as you see fit. I will definitely be be choosing different options in the future.
Noel: Let me correct your statement, we have NOT notified our customers regarding the deleting of the photos because we are not deleting them. It is an overrated statement. We have NOTIFIED our customers that we will be updating the site. Based on my explanation above. We sent an email blast about this and that pictures may be affected so you need to have a backup storage.
RB: So just to be clear, Snapfish customers need to have a backup site because you are arbitrarily deleting their photos.
Noel: To be clear enough, Snapfish is not a storage site alone. Never have been. It is your obligation to save a copy of your picture or back up them just in case. Exercise prudence for your own benefit. It is your life pictures so save it or print a copy rather than just storing them to a site you are not familiar with their procedures.
Noel: Snapfish is a system to make beautiful books and prints, etc, not for storage.
RB: Wow! I will definitely publish this on the web. Bottom line: don't trust Snapfish with your pictures.
Noel: And again we are not randomly deleting your photos.
Noel: You do what you want to do Randall. Business still goes on.

I actually looked up reviews on this company before choosing them to print 1,000's of photos for me. I did the stupid thing and only looked at the top results on google. They had outstanding reviews. If only I had dug a little deeper I wouldn't be in the predicament I'm in now!
Unlike most people I received my 2 day shipment in 4 days, this is where anything positive ends. The box they were delivered in was so beat up it was only being held together with tape. There was nothing inside to protect the photos. They were left on the porch in the snow, but thankfully I was home right after they were delivered. By some miracle they had escaped being damaged.
Then I started going through them and my heart sank. They are complete garbage! I own a high end dslr camera and it takes professional quality photos. I made sure when I ordered to uncheck the color correction/cropping option, but here were all my photos cropped awfully. Peoples heads and limbs cut off, zoomed way in, off center, you name it! The colors are either faded or saturated to the point where they look fake. Some colors, especially black, have rainbows in them. I've never seen anything quite like it.
I am missing hundreds of photos from my order. I guess they didn't think I would bother to count! Many of the photos are duplicates or multiples that I did not order. Meaning I'm missing even more than I had initially counted. Most of the photos are grainy too. They look like they were taken on a child's play camera.
I have been going circles with their "customer service". They have no telephone number, only live chat and email. The live chat is a joke, with sometimes over 500 people waiting. I chose email and just continue to receive the same automated replies. They asked me to send them examples of the "quality issues", but the reply email is a dead end. Your email will timeout after 1 minute every time, even if you are sending a one word reply.
I tried the other option, to upload a few photos to the site and label the album "Quality Issue". I received no confirmation or anything. I tried email again and was told they did not have the knowledge to address my issue, so someone else would be following up. Which never happened. I sent a very specific email asking many questions and received the same scripted/programmed responses.
Stay away from this company! I am still trying to get a refund, but am not very hopeful.
The photo I added is of my dog. The original was almost his entire body length, but its so zoomed in they even cut off his nose. This one is over saturated as well.

UPDATE:
After getting Paypal involved an escalating to a claim I finally received a full refund. Thank you Paypal!

I have been a loyal snapfish customer for several years now and have printed dozens of 12x12 photobooks (nearly all at a maximum of 150 pages each), Christmas cards, approximately 30 canvases, and hundreds of prints. I have never shopped for photo products from a competitor and had always had a wonderful experience with snapfish's site and the product until the classic site stopped being available just recently.

I recently learned that all projects I created prior to 2014 were just deleted/gone forever/completely inaccessible. For years (which had always been the case until recently), I wrongly assumed I would be able to continue to access my older projects as I often will re-print older projects to send to family members or to add to them with new pictures once additional old family photos become available. I spend nearly one hundred hours creating each book memorializing family memories and trips and to just lose a collective thousands of hours of hard work is devastating. I have created books of old family photos once family members have passed and have distributed several copies to several family members. It was heartbreaking to know these projects were just gone and that I cannot re-order them for other family members and cannot add more pages once additional old family photos become available. To me, pictures are the most precious material possession because they capture family memories and events, and, to just lose years of work and not be able to re-print or add to them is devastating.

When I attempted to communicate with a representative about how upsetting it was to lose all access to years of hard work of compiling family memories, the responses were robotic. The responses were clearly copy and pasted responses and did not answer my questions. It was disappointing to not even be able to have simple questions answered. Once I pointed out that they were not answered my question, they eventually just stopped responding and left the conversation without even saying good-bye.

Even the projects that did copy over to the new site from the old classic site are completely ruined, and, in order to reprint, they need to nearly be completely redone as the fonts, layout, and background are either completely different or just gone entirely.

Further, the new site is horrendous. I am finalizing one prior project I had started on the classic site (that I had to completely re-do the 86 pages I had previously created since it was converted from the classic site to the new site and was completely ruined), and, each page takes me at least 10x longer to finalize. The new site is absolutely horrendous. The flexibility I once experienced with being able to modify the text and the layouts is no longer available. It is now impossible to spell check. I use to be able to clearly see all of the text I was writing, and, now it is impossible to see.

Once I finalize this last project, absent being able to have the same abilities from the classic site and my old projects from the classic site, I will never start a new project with snapfish. I have started looking for a comparable alternative and am leaning toward shutterfly.

I needed to order some printed photos to put in frames for holiday gifts. I was looking at a couple of different online photo printing companies, and decided on Snapfish because they had a great promo code. I had never used Snapfish, but thought I would give them a try. That was a HUGE mistake! I place my online order for 7 printed photos on December 15,2015. I entered my coupon code and it worked. I used the expedited 2-day shipping option, which of course was an additional charge, to the tune of $10.48. I received an email on December 16th that contained my UPS tracking number, (which by the way didn't work on UPS.com for 2 days). The email stated that I would receive my photos on December 18th. Today is December 18th. The photos weren't delivered to day. I went back into my email and tried the tracking link for UPS one more time. Lo and behold, it worked this time. Unfortunately, when I was taken to the UPS website, it showed that my photos, instead of being delivered to me in GA today, had just left Fishersville, VA and aren't scheduled to arrive until Monday, December 21st. There is no phone number listed for customer service. You have to either wait in a long queue to online "chat" with an agent or you can send an email and wait 24 hours or more for a response. I clicked on the live chat link and there were almost 400 customers in the queue. I waited way too long in the queue and finally a chat agent came on the screen. I proceeded to tell her what happened and I asked that the additional $10.48 that I paid for expedited shipping be refunded. The agent was rude and kept reciting their 2-day shipping policy to me. I told her that my email said I would receive my photos by today. We went back and forth for a while. I asked to speak to a supervisor. She told me she was sorry and that my order had shipped according to policy, which it hadn't. I told her that it didn't ship according to their policy, I wanted to speak to a supervisor and I wanted a refund for the extra that I paid. She told me to call back after I receive my order. I asked, "What's the point in that?" I also told her that I would like for someone to properly handle my issue right now. She finally gave me the phone number and the call center hours. I also told her that I didn't understand why the customer service phone number wasn't listed in the first place and that I didn't appreciate her trying to blow me off. I told her that I have worked in the customer service industry and I didn't appreciate her rudeness. I also told her Thank you for not helping me with this issue and I just sat and waited. Then, she said she was sorry about the inconvenience and asked if there was anything else she could help me with. I said, " It sure doesn't sound that way, and other than refunding me the extra money I paid, No." She finally said she would issue a refund for the 2 day shipping and it will take 3-5 days to see it back on my card. We will see if that happens. Not holding my breath at this point. You might want to think twice about doing business with a company that doesn't publish it's customer service phone number.

Never.

LOVE GETTING MY PIC DONE HERE. THEY HAVE THE BEST DEALS.

I got hooked on Snapfish before investigating other photo sites. I like the formatting options for their photo books. I've used them since 2005 and have grown comfortable with their features. They refunded a photo book that I ordered in error pretty much without question a few years ago. Also, I think their photo book quality is good. As for general, technical questions about the site, I usually get a response in 24 hours. Sometimes they sound formulaic and other times not.

My wish list is that they would 1) offer prints in 3X3 format 2) update their cropping and zooming feature (boundaries are hard to see) and clarify that this process compromises photo clarity and 3) require mandatory preview of all products immediately prior to purchase and update the software used in preview imaging ( I've seen better!).

My interaction with their customer support this week has been extremely frustrating, however. I received a $100.00 gift certificate as a birthday gift from my boyfriend's dad. When I entered the redemption code on their specialized website for gift certificates, I received a message that the code had "already been used."

I contacted customer service through the live chat feature and requested a valid code on the 8th of January. 8 days later, I still have not had a satisfactory response. The chat rep on the 8th asked for the email address of the person who gave me the gift, then stated "Unfortunately, I can't troubleshoot this issue in chat. I need to create a ticket for you and escalate the ticket to our technical team." That was fine and I wasn't too concerned at this point.

The next day, I did receive an email from their customer dervice team requesting my country of origin. I confirmed that I was from the US and was then told that the issue was "forwarded... to our engineers and they will resolve your problem as soon as possible." Once an update was received, the rep was to let me know. No response.

On the 13th I called and was told that their team was still working on the issue but that "surely" I would receive a response in 2 days. No response.

I called on the 15th and asked, kind of as a last resort, what the status was. This rep was the most helpful in terms of placing me on hold to talk to a supervisor. Eventually he indicated that the issue had been resolved and he waited while I tried to redeem the code. I again received a response that the code had been used. The rep sounded frustrated that it wasn't working. Through the course of the conversation, I was again asked who gave the certificate to me. (It feels like a bit of a criminal interrogation each time this issue comes up.) Eventually he mentioned that the code HAD already been used by another party, though it was not necessarily fraudulent.

The rep requested another 24 hours to remedy the complaint. I'm glad that they are working on it.

My boyfriend's dad was a little surprised when he purchased the certificate. He just received an email confirmation with a code. I think he was envisioning something nicer, arriving in the mail, that he could "present" to me. Like an "actual" gift certificate. HP is a printing company after all!

If this doesn't get resolved, I'm dreading relaying all of this hassle to him. I think he'll feel like his generosity has been tarnished some.

That's my rant!