- STORE REVIEWS
- PRODUCT REVIEWS
2019-10-31
1/5
Terrible customer service
"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????"
