Shutterfly Customer Service

User Reviews, Ratings and Comments

Shutterfly customer service is ranked #44 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 73.62 out of a possible 200 based upon 285 ratings. This score rates Shutterfly customer service and customer support as Disappointing.

NEGATIVE Comments

200 Negative Comments out of 285 Total Comments is 70.18%.

POSITIVE Comments

85 Positive Comments out of 285 Total Comments is 29.82%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Shutterfly

    Customer Service Scoreboard

    • 73.62 Overall Rating
      (out of 200 possible)
    • 200 negative comments (70.18%)
    • 85 positive comments (29.82%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.8 Issue Resolution
    • 4.2 Reachability
    • 3.8 Cancellation
    • 5.8 Friendliness
    • 5.3 Product Knowledge

Add your review!

Posted by Anonymous


Every order I have placed in the last 3 months has shipped to an address I have not heard of. The only address I have on file is my address. Not a random non existent addressing Boston. You never get your money back. Theyreorder and send again. If you are lucky you might get it. My project was so late that I did not have my gift on time. And I have it a 2 month leadtime.

Posted by Anonymous


I ordered a cup that came damaged. It was in a styrofoam cube that was not enclosed in a box. The cup was chipped inside. I was then directed to a site that is charging me to report the damaged goods! Now I'm trying to get that charged reversed.

Posted by Anonymous


Worst company ever dealt with order was to be delivered 12/23 as of 26th has not arrived, multiple calls to Shutterfly during their posted time of operations only to hear phones closed call back during operational hours no responds to emails

Posted by Anonymous


Shutterfly used to be so good before merging with Costco. Not sure what happened, but they are horrible now. Customer service line says will transfer and it never happens, reps are clueless, their supposed higher ups never available so asked to call back???

Posted by Mercy


The customer service I met called Mercy did not try to understand my situation at all and even close the chat while the conversation is still ongoing and while im still typing. The worst customer service at all.

Posted by Tamma


I can't believe I haven't received my shipment yet. I ordered 2 mugs on the same day and received one last week. They keep changing my date on when I will receive it.

Posted by Anonymous


Tried unsuccessfully to call customer service number and only heard 2 minute wait time over and over again. After 20 minutes of waiting I tried the chat room. After 2 disconnected chat times I reached a 3rd chat person. After 3 case numbers, the 3rd person told me I should wait until the end of day to receive my pictures that were sent out July 7 (today is the 20). I paid almost $15 shipping for my photos- but I was told by chatter #3 to call back if pictures don't arrive. So I guess I will have a 4th chat room rep to repeat my story and get a new case number. Horrible service!!

Posted by Anonymous


This is the absolute worst customer service ever. I will never order from them again.

Posted by Anonymous


I have used Shutterfly for over 10 years and it is the most aggravating program I have ever used, I get emails constantly on promotions and the I go to use it and message comes back not good. I just ordered a 5x7 with Free shipping and guess what it said no

Posted by B


The Shutterfly customer service is terrible. It's hard to get through even when it says it's open.

Posted by Anonymous


Shutterfly as a company has taken a sharp decline and their customer service is worse. I have had 3 orders get "stuck in transit" over the past 4 months and never arrive. Cannot reach customer service to complain- automated chat gives stock answers that don't reflect the customer statement or complaint. Telephone support (in the middle of the day was quoted as 31 minutes. To chat with a live person put me in a que at spot #81 that didn't advance in the 48 minutes I waited. Very disappointed in service, and even more so that Costco sent all their photo services there.

Posted by Victoria


I ordered an 8x11 hard cover photo book and I am very disappointed with the way it turned out most of the pictures are real dark. In the past I've ordered about 16 photo books and they all look pretty good. I thought since this is a big book it would be better but it wasn't. After this experience I don't think I'll be ordering anything else from them.

Posted by Anonymous


This is Feb 11th and I have not received my order which was supposedly shipped on January 25. No tracking information is available, either. If not shipped I'd like to change my order. Please advise. Alouise Woodrick

Posted by Anonymous


I have been ordering from Shutterfly for many years and I loved everything I have received, until today! On January 21st, I ordered
1 each 5x7, which was bent on the top edge, then 34 each 4x6 photos. Within the 34 photos some of them have streaks going thru them and you can feel them! It took 17 days to get this order. I feel like I received my orders during Christmas quicker. It's almost like you subbed this job out, if so , you want to reconsider that idea in the future! The order definitely didn't seem like Shutterfly quality!

Posted by Anonymous


I purchased a photo book which was 8x8 in size and also purchased a small silver box to put the book in. When I got the box it was appx. 13x13 1/2 and way to large to be the correct small box. I contacted Shutterfly in chat to be told the small box is size 10x10 and that definitely would have been better than what I received. The first chat person I spoke with was rude and ended the chat abruptly before I could tell her the box was bigger than the size she stated. I contacted chat and another agent again who sent out another wrong size box, definitely not small and was the same 13x13 1/2 I originally received. I am highly disappointed. I love the photo book but I paid for a small box that I never received correctly.

Posted by Anonymous


Just a total disaster they sent blank calendars to all my family after hours of compiling the pictures. Now have to resend all the calendars which won't arrive until after Christmas even though on the phone said they would get there for Christmas.

Posted by Jan


I am very disappointed with the service. I ordered cards on the 5 th. They were very easy. Nothing on the back of the card. The website makes it sound like they would be created and shipped within a few days. I FINALLY got an estimated date of delivery... just a few days before Christmas. Very disappointing.
Their products are generally good but they need to put a LOT more effort toward on time production and shipping - and customer service.

Posted by Anonymous


My order arrived and looked terrible (marks on the pictures) and I finally connected to a person in the online chat and then it timed out and ended before they did anything. Now I'm back at the end of the hour long queue.

Posted by yprim


Shutterfly used to be a good company, but I just discovered that I can't speak with a live customer service agent, which is what I need to fix a technical issue. That issue being that their website keeps changing my address to the original address I had on file when I opened the account. On top of that I got an email stating they are cancelling my account if I don't purchase something from them in 2 days, but I have an order for school pictures that is tied to the account. The customer service phone number 18772849610 states that the lines aren't opened and to use the chat. However, the chat doesn't give the hours of operation for the customer service phone line either. I will be cancelling my account after this set of pictures comes in and I just want get school pictures again because company only uses ShutterFly and they are a bad company too.

Posted by Dtouag6782


The Absolute Worst Company. Do Not Use Them Under Any Circumstances

Posted by marty


shutterfly is a terrible photo service.impossible to navigate the "contact us" for support.never received my order & can't get ahold if anyone to let them know!!!!!!

Posted by me


Ordered a custom card for my 85 yr old mom for Mother's Day using one of my photos and text. Shutterfly assured me that I would get it in plenty of time. Delivery date said in 3 days. On tracking (bogus tracking number not recognized by ups or usps) it already had all kinds of history...for days in advance.....before it even shipped out! Now it says delivered. But it's not anywhere. Company issued a new one free of charge. Again assuring me it would be here in time. Checked today, now it's coming days late, doing me absolutely no good. A waste of time and money. Sorry, sorry, sorry is all they say. To me apologies are highly over rated...a lot of noise and hot air doing nothing to fix the problem. Thank you Shutterfly for ruining my mom's Mother's Day card.

Posted by Mattie Boii


I made a custom phone case for my xr on feb 16 and had a nice collage in the back of close friends, when i got it yesterday on the 26 every single photo in the back was random photos from who knows where. I ended up contacting them on several of their platforms and they initiated a reorder for me at no charge. If that happens to you they'll ask for a photo of the mistake on their end. Im already now iffy thought because of this first mess up. Like i was sooo excited for this case waited 10 days and had to deal with this?? So we'll see i guess if this 2nd order is going to be the same story but if they make it right and everything is great then I guess ill go from there to decide of i keep doing business with them. My whole thing is i dont see how that couldve gone wrong in the first place and as a first time customer was sooo disappointing on sooo many levels. But i guess we'll see what happens

Posted by Anonymous


Terrible customer service. Have been trying to get a hold of anyone to check on an order that was never sent. No one responds. The have a chat bot that cant connect me to anyone and their 800 number says closed. Terrible service. I would never recommend shutterfly to anyone.

Posted by lauren.haydon.550. p


My granddaughter ordered Christmas cards for me on December 1, 2020,
for $148.24. I never received the cards.. I would like a refund.

Add your review!

Posted by Anita


Anita, was excellent very professional and so helpful. Her customer service skills were superb. Thanks for making my day and my product is a gift and I'm sure they are going to be so happy. Thanks again great service.

Posted by Anonymous


I worked with Sheldine Atieno today. She was very helpful to me in correcting a mug that was sent to me where the picture was turned the incorrect way. She was able to fix it and gave me a credit for the incorrect one. She was very patient, and kind and took her time and ensured that I was happy with the end product. I would definitely work with Sheldine again. Excellent customer service!! I give Shutterfly five stars!!

Posted by Anonymous


Many thanks to Kashawn for his above and beyond help with my first attempt at a photo book. He was knowledgeable and patient with my many questions and concerns. All the time with kindness. I can't wait to see the finished product. Thank you for hiring people like Kashawn.

Posted by Nancy


I love ordering from Shutterfly! A very special thank you to Sashane for taking the time to make sure my order was absolutely perfect. She was SO patient, positive and understanding. Truly appreciate her wonderful attitude and expertise.

Posted by Halema


I wanted to say Thank you to Halema, a Shutterfly expert associate who helped me yesterday. I was ready to place my order for an 8x11 book and had a few tech questions. Halena gave me professional advice and suggestions to make my book the best it could be.
I want to be sure her supervisor acknowledges her
Expertise with these positive comments about her
Service to me. Thank you Shutterfly. I love to make family gifts with family pictures.

Posted by Shane


Shane was the agent who gave me excellent help thru many problems this afternoon. He knew how to navigate the website And provided excellent expertise.
My order was complicated as I had some free coupon emails and then some regular priced items. There were 2 different mailing addresses. All accomplished with much patience. Thank you Shane and Shutterfly.

Posted by Anonymous


Aniesh helped me make the transfer from Costco Photo to Shutterfly. She was extremely helpful and a delight to work.
Kudos for a great representative of shutterfly!
Thank you,

Posted by Suzan


I placed an order but didn't realize the address on file was where my pup and I were staying while my house was being rebuilt due to a fire. When I received an email providing shipment information I contacted Shutterfly Customer Service and Brianna took care with a professional, effective and reliable manner. KUDOS to Brianna!

Posted by Diane


A very very big thank you to Tajera for helping me fix my calendar. I placed an order for an 8 x 10 wall calendar and was so looking forward to receiving it. Upon receipt, there were no pictures. Tajera, a Shutterfly employee, patiently took time to assist me with the proper way to make my calendar. Thank you so much Tajera and I look forward to you assisting me with future projects. I asked her a million questions and she was so patient and helpful. A very valuable employee.

Posted by Paula


Kudos to Kameron T.!! I had been online texting messages for 45 min. "They" continued to try and give me info on uploading photos and my card was completed.
Then I found a customer service number and Kameron was fantastic. She helped me to solve my problem on uploading addresses and even added support to completing my cart order. She was patient(very)-knowledgable, polite, helpful, clarified and answered my questions. She made my day! Thank you, Kameron-Christmas cards and contact list for addressing envelopes-done! Paula Reckley
Paula Reckley

Posted by Anonymous


David was a fantastic customer service rep today. I had trouble maintaining the promo codes in my cart on Oct 9th. I tried everything. Today, Oct 10th, I called and David restored the code price to my order. He is polite, attentive, and responsive... a delight to deal with. After my frustration, David made such a difference that I will not hesitate to do business with Shutterfly in the future. Keep him and train more to have the patience and responsiveness that resolved my problems and put a smile on my face.

Posted by Meghan's album


My experience with Shutterfly became awesome once I was able to contact and work with David. I was extremely confused and dismayed by Shutterfly's system, but David got it all straightened out and had to even stay late to complete the job. Kudos to David! Exceptional customer service.
Case #11540643

Posted by Anonymous


Okay Firstly I have to say not only was I impressed by David customer service and his problem solving skills he was just outstanding in general, great personality and very attentive and creative. I can tell he really enjoys helping people. I had some issues with my book he was very pleasant and also easy to work with. Not only fid he solve my issues he made my book better than I could've imagined ! He has a great eye for photography and was like my book editor ! Wow what a great experience that David made out a bad one. We were joking around he didnt miss a beat! Thanks again David ! In my opinion David needs a raise or a promotion . Ive dealt with many issues with purchasing a product and David was the best abd most efficient by far , my girlfriend was listening to our conversation because I had him on speaker and she was very impressed as well . Please tell David thank you and really appreciate everything he did for me . Talon Sebastian Crowne is very impressed and pleased ? ?

Posted by kathy


Hi my name is Kathy Smith I just want to tell you how impressed I am with your customer service Chanelle Williams from Virginia just spent alot of time on the phone with me to make a print from one of my photos. I truly appreciate her patients and care
Thank you for everything I LOVE Shutterfly :)

Posted by Alawlady


I want to send kudos to representative David, Case #11323718, for his patience, efficiency and thoroughness in handling my call after a most frustrating experience with the company's automated and antiquated answering system. Thank you, David. And a thank you to resolution specialist, Michelle, for an equitable result to a production issue.
Arby Carlisle

Posted by Aj


I would like to take this opportunity to praise the personal service I received from your Customer Service Representative, Natasha Williams.

On May 2, 2022, I submitted an order however the delivery date would be after the date I needed it. I called Customer Service explaining my problem and Natasha Williams was able to put a rush on my order. I should receive my order within a few days. On time for the event.

Thank you Natasha Williams. Shutterfly is fortunate to have you as their representative.

Sincerely, A.J. Newman. [email protected]

Posted by Anonymous


Hello to all,
I spoke with Vivian today and she assisted me with some support on my order. Vivian also provided other information going forward with any other orders. Just speaking with her gave me a sense of comfort. I have placed numerous orders with Shutterfly. However, this one is extremely special. Having a representative with communication skills such as Vivian has a major impact on consumers. It's all in the presentation and then being confident and knowledgeable in Providing support. Thank you Vivian for all you did in giving me peace of mind. Cynthia

Posted by Anonymous


This email is to send a huge thank you to Lemar at Shutterfly. In January, 2022 Lemar helped me assemble a book to honor my brother on his 80th birthday. My brother has lived an amazing life honoring our country, so many people and of course his family. Lemar was patient and totally supportive in helping me compile the book. Many people sent memories, wishes and stories honoring my brother. He was touched and so appreciative of all the messages. Thank you, Lemar, for your vital help.

Posted by Church Project


Awesome Service Today,

Kelly C. assist me with my mother's 8 by 10 Easel Back Canvas. She was polite, patient, explicit in her instructions and creative in suggestions. Thank you for your professionalism and expertise. Also, I appreciate you efficiency of Kelly expediting the shipping of revised project at no cost. THANK YOU!!!

Posted by Anonymous


Thank you for the opportunity to tell you about my experience yesterday 3/14/22 with Tanice at Shutterfly. I expressed to her my concerns and problems I had had the night before in submitting my book I wanted done and she helped me with every detail in a professional and courteous way. She is exceptional and made me feel validated and important to your company. Thank you for hiring such a kind person. It makes me want to stay loyal to your company in the future. Melissa

Posted by Kelly C.


To Whom It May Concern:
Thank you to the customer service helper named KellyC. She was awesome, friendly and so helpful and patient!! I would order again from Shutterfly because of this great service that Kelly provided to me! Thank you so much KellyC.!! She was GHREAT!!

Posted by Akeisha


Thank you to Akeisha for helping me reorder my Shutterfly photo book. My photo book came with several photo mistakes and I was sure it was going to be a hassle to reorder. But Akeisha walked through the book with me and then helped me reorder the corrected book. Thank you, Akeisha!!!!

Posted by Anonymous


I recently contacted customer service and was connected with Vrianna T. who ended up helping me for 35 minutes.
She answered every question and I had a lot. She was very patient and If she didn't know the answer she would place me on a brief hold and then come back with it.
I wish everyone was this pleasant to deal with.

Posted by Marge Felix


I was just assisted by a most caring customer service representative named Allison Thompson. I was having issues with a return addressed envelope for my rehearsal dinner invitations and she guided me through the process with ease and understanding. I have an events business in Florida and will continue using your company. I hope that Allison is given a kudos from Shutterfly as customer service to me is so important in my industry especially Thank you, Marge Felix Events

Posted by Ted


I was having significant difficulty bringing my pictures up form my photo librarian decided to contact Shutterfly by the old reliable way....a phone call. After the usual unfortunate wait time, I had the wonderful experience of working with Elizabeth (do not know her last name). Her patience with my ineptness was monumental. She was knowledgeable, encouraging, kind and caring. I would like to believe others who have received her assistance also took the time to openly compliment her. In this day and age of lack of personalized service, I cannot thank her enough for her help.If every employee at Shutterfly was even half as good as her, this company would be worth 10 stars out of 5. Thank you Elizabeth!!!!

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