Josh a.

My wife and I were remarkably disappointed and dissatisfied with our experience. We poured dozens of hours into a wedding album that then came in with the bottom right picture on many pages with a fade filter. We did not want any images faded, but the software added it before placing the order. We were told it was a software issue by a very pleasant customer service rep, and the manager agreed it was a software issue so they sent a new one. When we got the new one, all the pages were shifted down a quarter inch so they had a border on top with random barcode text showing, and the bottom quarter inch of the bottom pictures cut off. On some pages the white barcode border would be as much as half an inch on one side of the page, and taper down to nothing on the other side. It was pretty rough. We were charged 30 dollars in duty on this one, and we really felt shutterfly wasnt a good fit for us anymore since we keep running into issues, so we called to request a refund to try again elsewhere. The service rep was very dismissive, and made no attempt to apologize for our sub-standard experience. We requested they pay us the duty with the refund since we paid thirty dollars for a book that is terrible, and have nothing to show for it. He said they wouldnt because it was user error the first time, and when we explained that the manager had told us it was a software issue, he just disregarded the statement and said they wouldnt credit us for the duty we had to pay for a company error. We expressed our displeasure with our customer experience and that we would not recommend the company in the future, and once again he made no attempt to apologize for our negative experience with the company, and simply told us to have a nice day and hung up.
The second customer service rep we talked to did not care that we had been struggling for months to simply get what we had ordered, and made no attempt to keep our business. We had heard good things about shutterfly, but the simple fact is our experience was terrible, we wasted dozens of hours of labour, and at the end we lost money due to the companys printing error on two occasions. We wanted to make it work, but our experience with this company was just disappointment after disappointment. This album was hundreds of dollars and the company didnt care about our terrible experience. Now 10 months after our wedding we have to find a different company and make a whole new album all over again, with nothing to show for the months of work that went into this one.