Shutterfly - Tempe, Arizona

Yvonne Mica

I placed an order for holiday cards with Shutterfly on December 1st, paying for delivery by Friday, December 13th. Shortly after, the package was handed off to USPS, and the delivery date was pushed back to Monday, December 16th. Since then, the delivery has been delayed every single day, with no updates on its actual location. It’s now December 17th, and it’s clear the package is lost in transit.

I attempted to contact Shutterfly through their chat support, but I was disconnected. I then called the support number provided in my email and, after a long hold, finally reached a representative. She agreed to submit a replacement order but refused to offer expedited shipping. This directly contradicts Shutterfly’s own policies:

• The customer service website states: “Don’t worry, if needed, we will upgrade the shipping to ensure your order is delivered by the scheduled delivery date.”
• The automated message while on hold promised the same expedited shipping for delayed orders.

When I pointed this out, the representative insisted there was nothing she could do. I asked to speak with a manager, who initially also refused to honor the stated policy regarding expedited shipping. She eventually agreed to escalate the issue further but was unsuccessful—and I was ultimately disconnected by an automated message letting me know that there were no representatives available to assist me.

I spent 45 minutes on this call, mostly on hold, and I still have no resolution and no idea if I’ll receive these cards in time. Many are intended for family in Europe, and every day that passes makes it less likely they’ll arrive before the holidays.

This experience has been beyond frustrating:
• No proactive communication about the lost package.
• Failure to uphold Shutterfly’s own policies on delayed orders.
• Disorganized, unhelpful customer support with hours wasted on hold.

I’ve been a loyal Shutterfly customer for years, but this level of service is unacceptable. I expected better, and they have failed at every turn.

Desert Canyon

I paid for Shutterfly to address and mail out my cards, and instead they sent the entire order to me. After spending 40 minutes online, the best they could do was charge me more money to rush ship addressed and stamped envelopes. Assuming they don't screw this up, I still will have to insert and seal every envelope myself (a service I paid ). I paid extra to save time, but I ended up paying extra for more work and delay for myself. No thank you.

Arrian Farr

I’m a Costco member and I ordered a customized photo book from Shutterfly on August 10, 2024 and I paid $30 for fast/rush shipping because I needed the photo book before my international flight. The book was supposed to be a gift for a family member who lives outside the US. When I made the order, Shutterfly promised by representing on the online contract form that the $30 extra fee was for delivery of the photo book by August 20, 2024 at the latest. When I checked the order status of the book on that date, not only the book had not been shipped yet it had not even been created yet!!! This was an awful experience since I relied on Shutterfly’s promise and representation that the book would be delivered on time. It was all a lie and misrepresentation!

Kim Gear

I am a repeat customer multiple times a year for years. I have had a good experience with Shutterfly books and with Christmas cards and gifts, but a poor experience with photo prints. I recently ordered a large order of different sized graduation photos to be used for a graduation party display. All 96 of the photos arrived with a processing error that appeared to be "dust" or "snow" in all the prints- including the same pose- "snow" was in different spots and my photos were done by a professional photographer and clear. I called Shutterfly, who quickly looked at my photos, saw they were good and agreed to re-print the photos at no charge, even mentioning a rush production and shipping to get my photos to me in time for the graduation. This did not occur. They arrived 5 days after promised (after the party) and the graduation display for the party did not occur, family could not take their prints home with them either. When the re-printed prints arrived, the "snow" issue was gone but the 8x10 photo was crumpled because the piece of cardboard used to help protect the photos was too small (not 8x10 sized) and the orange envelope was insufficient to protect the photos. I have now ordered photos off the Walgreens app for a fraction of the price and I feel them to be better print quality. I will not order photos from Shutterfly again. Save your money and a headache by ordering your prints locally or from another company.

Kevin Perkins

Terrible customer service. With Shutterfly owning Lifetouch as a subsidiary, no one at Shutterfly can answer Lifetouch questions, their websites should be able to communicate with each other - an order from lifetouch pops up on shutterfly, at which point Shutterfly washes its hands of anything from Lifetouch.

Keith Mullins

Every order we've had in the last 2 years has come bent, folded and crushed. We usually get our own made at a drug store but had a special deal to try again. The printing, color, etc all seem to be of good quality. That doesn't matter when it looks like you had to dig it out of a trash can. I am sure that the Postal service shares much of the blame. So don't use them!

Tammie Fontaine

I worked on Shutterfly app for hours to make this calendar for my family Christmas gift a 8 x 11 and it gives you awesome ways to put pictures in there and I received the three calendars that I spent a lot of money on and every single month is wrong but two months! Some months have pictures I didn’t even put in there. Call Customer Service and all he wants to do is give me a credit back I don’t want credit. I spent the money & the time to get these three calendars on their app save it as a project sent it in and you get the project, backed all wrong! After spending hours of working on this, do not do this people it’s not worth it

Brady Fish

Their $20 phone cases are garbage. Waste of money.

They sent me a $5 court settlement voucher for dishonest pricing. Stay away.