"I ordered my Xmas cards on 12/6 with rush shipping. They repeatedly failed to print, failed to ship, lied to me, wasted my time on hold for hours, then ultimately LOST my cards.

Now they're saying delivery on 12/23 (!!!), too late to send them. And they can't even guarantee that date.

They blew it. I have no cards this year.

Don't waste your time or money. I wish I'd used Minted, like everyone else I know. Never again, Shutterfly."

"despite paying for expedited shipping my order didn't ship to arrive on time. i did not get any update from shutterfly as to my order being delayed and it turns out that on the day it was supposed to arrive it has not yet even been shipped. upon calling and having to sit on hold they still cannot tell me when my order will arrive and literally asked me "well what do you want me to do?" honestly i want them to provide the service i paid for!!!"

"I went with Shutterfly because I have heard their name many times before and I thought they would be good. I ordered a photo book (about 40 pages) as a gift for my partner. First, they start showing you rates at about $20 to get you in but before I know it grew to about $100. I had so much time invested in creating the photo book that I just said fine I'll pay the $100 and also I paid $20 extra for rushed service. Once the order was placed their status showed guaranteed delivery in 7 days (which I had to have it by then) but after day 6 I noticed that status was still "in production". I called them and they lied to me that it will ship out in a few hours and that I should have it on the 7th day. on the 7th day, status didn't change and I call them again and after pressuring them to give me the straight answer they finally tell me that it's going to be late even though they charged me an additional $20 for "guaranteed" delivery on the 7th day. They left me in the dry and now I have to figure out what I can gift to my partner on the last they when I'm also working. Totally unacceptable, I won't be going back to Shutterfly anymore."

"Unfortunately we uploaded photos from my minor son's account , and even though we paid with my credit card, they took the name off the account I created and substituted my son's name.
When the product arrived it was damaged. I was unable to get a new photo sent out for the damaged item until they spoke to my minor son. I was placed on hold and transferred for a hour. I used my work phone to call my son's school, they went to class and brought him to the office. I made it a conference call and we waited another 10 minutes. My son's principal asked if they could have my son call back from a different line because he was holding up one of the school lines. They called me back as "the manager Lisa " came back to the phone.
The manager "Lisa"was aware my son was a minor and at school. Lisa went on to ATTACK my son with myself, the principal, and the school recording the call.
My son gave me permission to discuss the account, and multiple times asked "lisa" to just discuss the issue with his Mom. At one point he stated he was getting scared as Lisa was saying she was canceling his school project order. I asked that my son be taken off the phone as I had permission to discuss the subpar product that was sent out. I asked to speak to a Manager. I was transferred to Tiffany. Tiffany was apologetic that Shutterfly does not ask for age, or make sure the credit card matches the person placing the order...as it is not there job.
Ok, got it, they don't care.
Then the principal and an aide called. They stated the call was recorded, and they were standing there for the call. They were DISTURBED by the way the manager Lisa went after a child, and purposely appeared to taunt a child. With the principal I tried multiple times to call and get a hold of a supervisor. We were placed on hold 4 times over an hour. Played the tape a few times. Were transferred to the Head Escalation Manager. The head manager stated she had no comment and hung up on us?????? Customer service...But they are sending out new prints that should arrive in 7 days????
"

"I really regret the experiences that many people have posted here that represent a less than stellar experience with Shutterfly. I have been using Shutterfly for a few years now, creating books from a vast library of photos taken during my wrestling promotion. The books themselves are almost always fantastic. I had one issue where the cover registration was off, and another where imported pages showed up good on my proof but used the wrong images on the printed book. Customer service was quick to respond, needing a little information before proceeding, but always taking care of me. I don't like some of their shipping however; when you get free shipping, that means it's coming "Sure post," where packages are shipped in bulk via UPS and then sent to regional post offices. Many times the thin shipping envelopes are damaged, though thankfully the interior contents survive intact. When there was damage to my books, Shutterfly replaced them.

I did have a holiday glitch once; "guaranteed for the holidays" didn't quite work out. I think so late in the season it may have been unreasonable to expect that to happen, so when it didn't I was disappointed but not bumbed out. Shutterfly apologized and refunded my shipping and added a few dollars store credit, which was nice.

I've also ordered mugs, keyrings, luggage tags, puzzles, folders, memory games, notebooks and greeting cards, they all turn out great. The only issue I have with their products concerns their playing cards. I have a few decks I ordered a couple of years ago and they're great. Smooth deal, easy to take out of the case. Ordering a few sets this year I had a different experience. The cards of stiff, they stick together a little bit, and the plastic cases are very hard to open. A "bump" on the inside of the plastic case also puts a small dent in the card it touches - on some, this means I can tell you which is the 2 of hearts from the back! Also some of the cases were cracked - they were in a box without padding. I reported this to a service agent, and they assured me they would pass on the information. The agent wanted to know if I needed anything replaced, or if she could send me some replacement cases for the cracked ones. I told her it was a small thing, that I just wanted to give them feedback. She thanked me and issued a $10 credit! Otherwise all the products I've ordered, including photos, have been excellent.

This might also be a good place to point out that on many of their items, like mugs, notebooks and playing cards, you get a discount if you order more than one. And it doesn't even have to be the same one. I ordered ten different sets of playing cards, which brought the per-deck price down to $5. Of course these aren't professional playing card quality, but for a novelty item I don't think that's too bad.

If you aren't in a hurry, keep your eyes open for specials and "free" items. I say "free" because you still end up paying shipping, and I'm not sure that you're saving any money over the regular (but discounted) price along with their free shipping option (SHIP39, SHIP49, it varies from week to week). I love the unlimited free pages, which usually also features a 40% discount and if you meet the $39/$49 minimu, you get free shipping. Amazing - 111 pages, 7x9, full color, for less than $10 which includes tax and shipping.

So again, I am very sorry for individuals who feel they have not been treated well by the Shutterfly team. Please reach out to them with your story. I have been repeatedly told by their agents to let them know anytime I am not happy, and I take them at their word.

Good luck and embrace peace!"

"Don't Trust Shutterfly for Special Moments! I ordered a photo book for my daughter's graduation. The guests at her party were going to sign the book for an awesome memory. I spent at least 15 hours working on it and made sure I got it done by the shipping deadline. I also payed for expedited shipping so I clearly wouldn't worry about it arriving on time.

It was supposed to arrive 4 days before her party. When it didn't arrive, I waited 30 minutes to speak to someone. The rep said it was printed, but he couldn't see any reason for the delay. He would overnight it, reimburse shipping and call me back with a delivery time. You guessed it -- crickets! I called Shutterfly again. This time 40 minutes before I could speak to anyone. This rep said it wasn't done because the cover had metallic on it, but it would arrive Monday -- the day after the party. I asked to speak to a supervisor -- she put me on hold and then confirmed that the earliest it will arrive is after the party. She then called someone and offered to watch my order. I said does that mean it will be shipped out in time for the party. Big No.

Graduation came and went with no gift. I still don’t have the book and they still won’t give me a delivery date.

Pay a little more and use a trustworthy company with better customer service."

"I have had issue s in the past with ridiculous shipping costs from Shutterfly, but now I find they now charge for all but 4 book themes...they used to be free with a few paid. Now it's just the reverse. Stay away from Shutterfly, regardless on the "deal" they offer!!!"

"Part of my order was lost in shipping. UPS said they delivered it to USPS and USPS said they never received the package. I called Shutterfly and after a 2 minute wait (compared to over the half hour wait I had with both shippers) I spoke with Keegan. I explained my issue, he reviewed the tracking info and immediately reordered my prints with expedited shipping so I’ll receive them by next week! "

"It's impossible to get a hold of their customer service and raise the issue. Just horribly operating company without the right resources, it feels like. "

"I had a book made. The image quality varied from ok too dark. The images were edited and brightened as needed on Shutterfly's website. This was a gift to someone, so I was disappointed with the quality. I complained about it and was offered a free 8x11 of a photo. That doesn't solve my problem. I wouldn't use them again. The price was reasonable, but the quality wasn't great. Addendum: customer service responded to my complaint by telling me I better take the offer for the 8x11 before it expires."

"I made the mistake of ordering Xmas cards from Shutterfly. The envelopes they shipped with the cards were defective, the seams of the envelopes were stuck shut so that you couldn't put the card in the envelope! There was no practical way to contact them for resolution, there customer service phone number rolled to a voice mail box after being put on hold for 30 minutes, and the online chat never worked, i.e., no one ever responded in the chat. I would strongly suggest you not use Shutterfly for any photo cards!!!!"

"Site kept crashing trying to order Chirstmas Cards. Finally got it finished after hours of waiting for photos to load. They were very quick to accept my payment and after 3 days said prints had shipped. A week later, no cards. UPS tracking number says UPS hasn't even received the package from shutterlfy so obviously they haven't sent to UPS yet. Chat on customer service doesn't work. Emails arent responded to. On hold with customer service for over an hour and nobody answers. Horrible horrible horrible. No wonder their stock is at a 52 week low. At this point I just want to cancel and get my money back so I can go order prints at walmart. I know their site at least works. ZERO starts."

"Blurry xmas cards. Impossible to get a hold of customer service. I received a promo code, and it did not work. Do not order anything from this company. I wasn't able to leave a review on the site (there isn't a place to review products). "

"I have ordered 3 custom books, a custom jigsaw puzzle, and a mouse pad. They are all fantastic!"

"I don't understand all the negative reviews of Shutterfly. I've been ordering prints and photo books from them for years. They always come in a timely manner, even if I order multiple books to be sent to friends and relatives.

Personally I've only had positive experiences with Shutterfly and will continue to use them in the future. "