Erin L.

I am getting exceedingly frustrated with all the technically glitches happening on the new site. I am all for change and improvements but why launch a site that has so many bugs? First my changes wouldn't save for weeks on any of my photobooks. Then, an entire 150-page photobook disappeared, representing months of work gone. Today, 90% of my embellishments in two separate photobooks just disappeared. Every time I contact customer service, I get canned copy/paste responses from the chat feature or someone reading from a script if I call. They always tell me to update my browser or allow cookies, even though I preemptively tell them I have already gone through those steps and it isn't that. Those times my issue was escalted to your higher team, I didn't hear anything for weeks at a time and then they emailed asking for information I had already provided and telling me that it was my fault that I "hadn't saved my work," even though I do save my work on TOP of the auto-save feature. The mystery of the disappearing photobook ended in a "sorry, it's gone, here's a free 20-page photobook credit, now recreate your work and save it this time." When I responded rather passionately that I had saved it, that it was unacceptable that months of work just disappeared, and provided the same identifying information for the umpteenth time, the album was magically found. Each issue has eventually been resolved without so much as an explanation other than "wait for a bit and it should be resolved." I am sick and tired of wasting my time working on projects wherein my work just vanishes without explanation. My time is valuable and I have none to spare to mess around on making projects that don't save or waiting around for glitches to be fixed. I have been a loyal, exclusive Snapfish customer for seven years and have spent thousands upon thousands of dollars on projects, prints, cards, etc. and have referred countless friends and family to Snapfish over its competitors. But I have just about had enough and am ready to start using one of its competitors who will appreciate my time, efforts, and money.