"HORRIBLE!!! I Wish I had seen these terrible reviews first!!

Don't become a victim!!!

Constant delays, 'broken machines', lying customer service reps, omg, this was my nightmare!

After spending nearly a month creating a photobook for a wedding I was in as a bridesmaid, the customer service experience was so horrendously awful, it gave me more anxiety than the wedding itself.

Book not in production in time, not shipped in time, not received even close to the quoted date, and as It was a destination wedding, I had to leave without the book.

This was one of the most disappointing experiences - I spent MONThs uploading photos from years, editing, forming and making a $175 book.

Only to have it NOT arrive. I was left feeling ridiculous with no gift for the wedding, and all that hard effort I will never get back for creating the entire thing all for it to not show up on time.

Now I have to find a way to ship the book to her (bride does not live in my country). For there goes ANOTHER $100.

Terribly disgusted, upset and totally unreliable. This company pretty much lied to me for a week straight.

I suggest looking into other photo websites. Perhaps something a bit more upscale - I have heard good things about Blurb."

"Pathetic customer service. Ships prints so severely cropped that the heads are cut off (no cropping was requested) Any attempts to get the problem resolved was met with either silence (email) or constant delays - their "chat" feature, which said the average wait time was 4 minutes, took almost an hour. A simple exchange about the problem took over 10 minutes. Goodbye Shutterfly!"

"Wished I read these reviews before I became a victim too :(. Ordered portrait from shutterfly. They got the wrong shipping address. I thought no big deal. Called them next day. Was placed on hold for one hr talking to different representatives. They claimed they finally was able to change the address but don't be alarm if the emails I get say differently. Next I get email stating the tracking has begun as the product has been shipped. Email says its shipping to wrong address. Email customer service since I don't want to wait for another hr on the phone. Next day customer service email reply not to worry again. Then 2 days later, fed ex updated their tracking so I was able to finally track the product. It was shipping to the wrong address and would be delivered the next day! Called shutterfly, placed on hold for another hr. They didn't know why it was still sent to the wrong address. They say they will have to make a new print. Then, I asked them what will happen to the one that will be sent to the wrong address. Will someone else have my personal photo?!? They did not have a good answer. They then called back a few hrs later saying they can re route the original photo. Talked w hubby...really do we want a portrait int the house that will remind us of this horrible experience? Told them to either give it to us for free to compensate everything that we had to go through or just cancel it. They refuse to compensate us the cost even though everything was their fault. They offered $20 off next purchase. Why would I ever purchase from them again?!? Told them to take a hike, refund my purchase, cancel the order, and look out for bad reviews. Hence this review will keep on going until the company files Chapter 11. Companies with such bad customer service should not be allow to continue profiting from innocent honest hardworking customers. Please let me know where else I can post this to warn people from ever ordering from shutterfly."

"I'm a former Shutterfly lover. I've made cards, luggage tags, mailing labels but mostly books. This review is not to comment on the quality of the product which I find to be good. This is about customer service. Recently we vacationed with my sister and her husband. During that time we picked up some coupons for free 8x8 photo books. I made a book and used the coupon I received. My sister made a book that went way over the 20 pages that the coupon covered so I offered to let her use my credit card to pay for the rest of her book. When she went to order her book the coupon was denied. She called Shutterfly and they told her that because my credit card was used to pay for a book using a similar coupon hers would not be honored. Does that make sense to anyone? I understand Shutterfly not wanting people to take advantage of a one time only offer but that wasn't the case. She tried to explain that to the Shutterfly representative but was told that once the coupon was denied there was no way to reinstate it. She was offered 50% off her book, a special they had running at the time. I've had other problems with Shutterfly in the past, mostly server problems that caused me to lose days of work. This was just the last straw. I will no longer use Shutterfly for anything ever again."

"I have used Shutterfly for calendars, prints and books. Fine on the first two but their allowable book layouts is so bad I couldn't even bring myself to create a book that was free. A handful of options and all of then hoover at best. Never even going to consider them for a book in the future. Almost any of their competitors offer 10X the options. They will even let you design the layouts and not be stuck with the trash that Shutterfly offers."

"This year I am truly disappointed with Shutterfly. I ordered my Christmas cards on December 2nd, and normally, I receive them pretty quickly. This year my order was damaged and never delivered to my home. I never received a phone call or an email expressing our pictures were not coming. I called Shutterfly only to find out they would reorder the order and I would receive the cards on December 23rd. They also offered a 50% discount. Shutterfly expects us to pay for Christmas cards that will be delivered to family and friends after Christmas. Own up to your mistakes Shutterfly. I am truely disappointed in how this situation was handled."

"4 STARS Editing my review—Shutterfly came through!

My review only shows 1 star though I tried to change to 4 stars.
I will leave my orginal post following my edit but:

Though they said they could not get me my book in time after an operator told me that I would, I DID get my book on time!

I assume they took it seriously and then made sure I got my book. I did get my book and I won't take a hit on my grade. The book looks good. We also got the calendars early and except for a minor crop issue, they look great!

Former Review:
I needed a portfolio book for an assignment; I called in to be certain I could get it in time, they assured me I could if I paid for rush delivery and it turned out to be completely false. I let them know my grade depended on it that I needed to know for sure and they still assured me it could be there.

When I called to tell them, they were completely unconcerned and the first operator/salesperson "dropped" my call.
A few days before this I ordered 200 calendars that must be here for an open house Thursday and Friday—they assured me they would be here but now I'm VERY concerned that those won't show up on time either!
There are alot of photobook (Apple is really good and dependable), calendar, etc. companies out there; find one you can trust!"

"I have had a positive experience with Shutterfly. I use them for my own pictures. I tend to use them when they have deals going on since some pricing can get high. I just placed an order yesterday and my $20 was not applied when they charged me. Chatted in with them this morning and right off the bat they offered to refund me the $20. I have enjoyed the products I get from them and the constant freebies they give."

"Shutterfly has great customer service! I ordered 20 photo books with 2-day shipping so they would arrive on time. The books were split into 5 batches and only 1 batch printed and shipped by the deadline. I called customer service (call in the morning to avoid a wait) and they quickly upgraded the printing priority of the books and gave them 1-day shipping, plus a volume discount when I asked for one. The print quality in previous books is good (MyPublisher and Adoramapix are better) but Shutterfly customer service was much better than I expected."

"I should start out by saying I was impressed by the capabilities of the website to assist in what you want to do and the pricing was, in my opinion, spot on. On the other side, however, their is the fact that I had to redo my card 4 (FOUR) times because their system (NOT MY CONNECTION) erased my progress. I would write something I absolutely loved and then I would press forward and it would log me out of the system deleting everything I had spent so much time on. Secondly, it did not give me an estimated delivery date until after I paid for the product and no where did it offer for expedited shipping, so I called the company to see if there was anyway I could speed it up...to my surprise they said they would upgrade it to overnight shipping! I was shocked and even though, "well, this really makes up for things." So two days later when the card was done being made, I logged in and it said on my account that it had been sent out standard shipping. I called and they acted like they had no idea what I was talking about. The card got there late. WASTE OF MONEY."

"I decided to use Shutterfly to print over 400 photos from my recent trip to Asia. I have just teceived them and have to say that the quality could not be worse. I have an expensive DSLR and have printed some of the photos myself, which turned out beautifully. But those printed by Shutterfly are flat and look hazy. I also ordered them with a plain white border. Well only 3 sides of each photo have border. WTH? Worst $75 I have ever spent. "

"I have to say the best experience and quality that I have ever ahd from online photo store. They ROCK!"

"I've been a customer for over 8 years .. always liked the site, the products, quality, speed to receive, etc. Then the last 6 months ALL BAD NEWS & this CHRISTMAS STINKS with them! This was my last straw! Holiday cards, simple, 5X7, w/ one photo took over 8 days to ship, and 3 different shipments?? 10 of the printed items were unusable with a stain marking running along the photo. Then, 1 additional day later, my return address labels w/ photos came printed backwards!! The photo & address is on the waxy paper side and the stickers were BLANK!! they offered to send another batch over night but its too late for Christmas cards! Boy have they made a huge mistake at their MOST lucrative time of year ! I'll be doing some review of new photo sites after the holidays!"

"Terrible expirence took me 8 hours to make one book, because the custom builder kept freezing. Tried customer service and only thing she suggests is downloading a whole new browser! My browser is new and fully updated and works on every other site! Then they advertise free shipping, but not with anything discounted, which is almost everything on the site. You also have to click through three windows to find where it says that. Awful I ended up not even buying anything what a waste of time."

"I've been a customer of Shutterfly for over 5 years. As a valued customer, I receive frequent emails from them offering special discounts. I worked for weeks on a special photo book for my grandson for Christmas. On the last day of the special discount, I finished, and tried to place my order. Unfortunately, I was unable to save the last two pages of my book. I had worked for hours on those!! Each time I hit "save" I would get a message that said "failed save!" I not only lost the last 2 pages I had made, but because I was unable to save it, I couldn't order it and missed the discount. I went to their "live chat" and waited 15 minutes before I got Nishit. He/she said I must have done something wrong and that is why it wasn't saving. I assured he/she that I had been saving after each page and was unable to do that again, in order to save and place my order. The next response was "I'm sorry". I appreciated that, but needed the issue resolved so I could order my book! Nishit finally said that they were having problems with their system and that is why my book couldn't be saved. Why wasn't I told that from the beginning? I must be a gluten for punishment because I decided to give them one more chance. I received an email this morning that stated they were having the biggest sale of the year...a world series, a whopper, AND 50% off cards WITH free shipping. I browsed their site for 15 minutes trying to locate the cards that were 50% off. Again, I went to their "live chat" and Pranay A. said my email was wrong and cards weren't 50% off. As I pressed he/she and stated it was false advertisement, he/she said that my email clearly states "up to 50%!" I asked again...which cards are 50% off. The response, "I'm sorry!" So, clearly they are instructed to back their way out if they aren't sure how to proceed. I asked again where I could find the 50% off cards. Then he/she said that only the 5x8 stationary cards were 50% off. Why wasn't I told that in the beginning? Very poor customer service. The website is hard to navigate! I'm going to look to see if I can find better service elsewhere."