Lauren G.

I made a small 8x8 20 page book, I individually formatted each page but when I went to pay I was being charged a fee for their formatting. After speaking on the life chat, a representative referred me to an FAQ that answered my question so I closed the chat. I was then made aware that removing the fee involved extensive changes to my book. I then proceeded to ask via message on facebook if there was an alternative answer. The customer service was atrocious, instead of clearly admitting the flaws of the program that trap you into paying unnecessary fees I was repeatedly given round about answers, and generally not being helped. It is not clear that a so called storytelling format will garner an extra charge and that the charge will remain whether or not you use the formatting. As I had completely changed the format to suit my needs I thought it would not be to difficult to remove the fee. I was incorrect. After trying to do as directed and change the format to remove the fee everything was changed. While the original chat representative was courteous, the facebook response was not. I think shutterfly has poor interface and poor service over all. I will be paying the fee and ordering the book if only for the time I have already lost on it. I will never use the site again, just simply for fear or wracking up some other ridiculous fees that no one can help you remove without destroying all that effort.