Erin W.

Customer service at Shutterfly is HORRIFIC. After taking the time to create a photo book (the learning curve was a bit steep :)) , I finally attempted to place an order. It was difficult as I originally started on the website, but was required to download an app to customize the book. I was presented with numerous free offers and they looked great but I had to go to the app to get them. Another download... The two orders didnt sync and I eventually gave up on the free items. I placed the order. On my confirmation order I realized it had ordered two books, not one. I called customer service for help. The representative was rude, uncaring, and interrupted me. He kept telling me he would cancel my order and I needed to place the order again. I asked if he would stay on the phone to help. He told me if I would actually listen to him I would be helped! I requested a different representative at that time and told him he was rude. He then placed me on hold until the company closed (about 5 min) when I was promptly disconnected with a call back during business hours message! WHAT?!?

At that point I went back to the website (not either app!) and was able to figure out how to correct my order. My 13 year old IT guy (also known as my son!) helped. I emailed Shutterflys customer service and shared the experience. They responded quickly. The response? My order appeared correct, sorry for the inconvenience, let them know if I have questions! Again, WHAT?!? Just because I fixed my order myself, all was well? Wrong. I cant believe it is okay to treat a paying customer so disrespectfully. To add insult, my free items increased shipping costs exponentially. For a free notebook and deck of playing cards. Not so free! Hopefully the items will be of quality.

If you are looking for a website with a learning curve, multiple apps to download, saving projects on said apps to go back to the website to order, crazy shipping costs, and exceptionally rude customer service representatives, go to Shutterfly! Otherwise I am positive there are better sites.