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ShutterflyReviews 984

1.6
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Shutterfly Reviews Summary

Shutterfly's reputation reflects a mix of strong product quality and significant customer service challenges. Many users appreciate the quality of photo books and personalized items, often highlighting the durability of products. However, recurring complaints about service delays, order inaccuracies, and inadequate customer support overshadow these positives. Customers frequently report issues with refunds, communication breakdowns, and technical difficulties on the platform. This blend of satisfaction with product quality and frustration over service reliability suggests a need for Shutterfly to enhance its customer service approach to improve overall customer experience and retention.

This summary is generated by AI, based on text from customer reviews

service
295
value
277
shipping
284
returns
169
quality
246
This company does not typically respond to reviews
Minnesota
1 review
0 helpful votes
Follow Lucy M.
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I wish I could give Shutterfly 0 stars. My 12-year-old niece tragically died suddenly, and we needed to have photo boards printed for the funeral. Her mother painstakingly put together 6 photo boards and we paid the $49.99 expedited shipping fee. We got a notification that the order was "delayed" the day they were supposed to arrive. I immediately chatted with customer service and they refunded the expedited shipping as a gift card, as if I would EVER shop there again. I called on the phone, eventually escalated the call 3 times. They tried to get rid of me several times and promised a call back by end of day, even though the funeral was in 48 hour and this was Friday at 5 pm. I told the agent that I absolutely did not have time to wait until the end of the day, I needed the boards NOW. Eventually, I get "Diane for the leadership team". She was the most uncaring, cold, unhelpful woman I have had the displeasure of dealing with. She did not even try to help me at all. I asked if they could overnight the boards. She just kept repeating over and over that she did not have the capabilities to help. I asked if she could send the files to a local print shop. She did not even listen and kept repeating that she couldn't help. My niece's funeral is in 48 hours and SHUTTERFLY caused us to not have any photos of her AT HER FUNERAL. DO NOT SHOP AT SHUTTERFLY!

Date of experience: April 11, 2025
Florida
1 review
0 helpful votes
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Photo puzzle
December 31, 2024

I selected a family photo for a gift and it turns out they sent me a blank one, the worst experience I've ever had and it will be the last for me.

Date of experience: December 31, 2024
Ohio
1 review
0 helpful votes
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We ordered our cards on 11/30/24 - as we have in past years. I received a notice on 12/11 that they were delivered to a local UPS location -- but they weren't (delivered). I contacted SF virtual assistant which said updates were in the tracking - which continued to indicate that they'd be delivered the next day, and the next day and so forth. I contacted again several times with same advice, and finally got an agent on Dec 23 and told them I wanted a refund, as it wasn't enough time to mail the 'non-available' cards. The next day I called SF and was told that there was a problem and learned that the cards were never sent from SF. So WHY did I get a tracking number saying they were at the UPS office? If they were never sent? Did SF lie? I did request and get a refund, but I wasted a lot of time making the card and waiting for their delivery and I never got to send around the world to lifelong friends. Shame on SHUTTERFLY. You've lost my loyal business because of terrible communication and support.

Date of experience: December 22, 2024
District of Columbia
1 review
0 helpful votes
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Total Ripoff!
December 23, 2024

Cheap cheap cheap envelopes. Took forever to get here. Poor quality and no customer service. Never again. Wish they never bought Costco's service. So easy, fantastic envelops with no extra charge

Date of experience: December 14, 2024
South Carolina
1 review
1 helpful vote
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I ordered Christmas cards from Shutterfly and was told that I would have them in about six days. Two weeks later and still nothing. I contacted Shutterfly and was given the runaround about fulfilling the order which now is too late as Christmas is around the corner. I spent a ridiculous amount of time being offered a new order, half my money back, etc. I finally spoke with a supervisor who assured me that I would get a full refund. Ive seen nothing yet. Rest assured that I will contact my CC company and say the charge was fraudulent if I don't get my refund. My advice? Use any service but Shutterfly.

Date of experience: December 14, 2024
Canada
4 reviews
9 helpful votes
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Poor prints. Not cheap. No customer service. I gave up on the chat box. Sanjai disappeared. He is set up to ignore you. Overall a poor experience and prints I can throw out.

Date of experience: December 18, 2024
Montana
1 review
0 helpful votes
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Terrible
December 13, 2024

I have use Shutterfly for several books. For this one I carefully arranged 213 photos and downloaded them. When they downloaded, they were all out of order and I had to rearrange them. Each time I tried to go back a page, I lost all of them and had to re-down load them - 5 times. I chose to have them design the book. The designer was awful. The photos were resized and many went over the edge of the pages. Some photos went over two pages. Some pages had white backgrounds because no background color was filled in. I tried to re-do the book, but wasn't able to correct all of the errors. Then they didn't honor the coupon. What a terrible experience. Now I have a terrible book that I paid over $200 for.

Date of experience: December 1, 2024
Virginia
1 review
0 helpful votes
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I recently was getting some 11 x 14 prints made. Since Shutterfly was annoying me with advertising, I thought I would satisfy their requirements by ordering a print from them. It came rolled up in a way that the "all but wrinkles" do not come out. Plus, shipping was more than the print. I have an idea...ship them in a flat envelope. I also couldn't easily get to customer service on line. So, now they've lost a customer. Buyer beware. This simply is not the quality of the other 11 x 14 prints that I ordered directly from google photos.

Date of experience: November 18, 2024
Washington
1 review
0 helpful votes
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I tried to get copies made of some old photos and enlargements made of some pictures. For example, they took a picture and printed an 8 by 10 with the original picture stuck up in the corner of the 8 by 10, understand me- not enlarged, and charged me for an 8 by 10. Other pictures had heads chopped off or the sides chopped off.A lot of money for worthless pictures. The prints made of my pictures from my phone are ok but I'm so annoyed that they would send out these pictures and expect me to accept them that I will go elsewhere for future work.

Date of experience: November 22, 2024
Arizona
1 review
0 helpful votes
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Everything Gone!
November 7, 2024

I have a busy life just as I'm sure everyone else has. I don't always get to check my emails daily. If I see an Important email I try take care of it. I didn't see that Shutterfly had an important message that I would lose all my photos if I didn't make a purchase. I'm highly disappointed with Shutterfly. Those are my memories you took away. I went looking at the time frame of Shutterfly emails of the notice and I saw the first one was sent 10/22 to lose everything by 11/5. I'd rather use Walgreens for all my photo printing needs.

Date of experience: November 7, 2024
Washington
1 review
0 helpful votes
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Poor performance
August 23, 2024

I ordered three photo books. The order was processed, they gave me a delivery date and then only one book came in the mail. No explanation- I figured it was an error and called customer service. I was told that it would come in two shipments---Why? This makes no sense and was a huge inconvenience. Now I see all the complaints I understand this is not a one off. I will not use them again. Way too expensive for such poor service!

Date of experience: August 23, 2024
Texas
3 reviews
0 helpful votes
Follow Kimberly G.
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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 had this problem (crumpled photos) in the past with other orders that I just ate the cost of. It is tiring to have to keep contacting a company to reprint 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.

Date of experience: June 8, 2024
Maryland
1 review
0 helpful votes
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What a rip off. Ordered cards with a MD shipping address. They shipped to VT. They confirmed the shipping address was MD. BUT THEY REFUSED TO EITHER REFUND OR RESHIP DESPITE IT BEING THEIR FAULT. WASTE OF MONEY.

Date of experience: March 23, 2024
New Hampshire
1 review
1 helpful vote
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I have been generally happy with my products over the years. However, customer service has always been horrible. Most recently, I can not purchase one of my saved projects. What is infuriating is that I can not get in touch with customer support AT ALL. The phone support hangs up before anyone helps me, the live chat is only capable of sending self help, which is not working. So frustrating, time to find another place to manage photo memories.

Date of experience: March 2, 2024
Illinois
1 review
1 helpful vote
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Ordered 10 days ago and still waitng for 1 PHOTO Book! When it was Costco it would come in 3-5 days.

Date of experience: February 20, 2024
Michigan
2 reviews
2 helpful votes
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A few months ago I ordered two of the same photo books, paying extra for "professional" printing. The reproduction was terrible so I called customer service and got a refund. I figured that was a fluke, so I made a separate photo book for another vacation. Again, I paid the extra $11.99 for professional printing and the result is the same: the photos look dull. After chatting online with someone who did not know much I called customer assistance. I was assured I will get a refund. What happened, Shutterfly? You used to be dependable. I won't use Shutterfly again.

Date of experience: February 20, 2024
Pennsylvania
1 review
0 helpful votes
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Firstly, my soft cover 8 X 11 book was expensive! The shipping of a small soft covered book was $10. The total cost was much more than the 2024 calendar I made just a couple months ago, which I was quite happy with.
Also, upon delivery the book was bent on front page in two places. It was rolled into my mailbox instead of being left flat or delivered to the door. There was no extra support inside the envelop to prevent damage to the product. It was just put inside the envelop in its plastic cover with nothing to keep the product flat. Some of the layouts which extended over to the next page were not identified as a problem and thus they dont look good in the soft cover format, almost cut and folded. I even called to ask questions about this. I liked the embellishment and backgrounds offered very much. Many of my recent photos were great, but using older photos from pictures taken from photos, some were not so clear. This was a lifetime photo album for a 90 year old so old photos were included. Even photos from 1970-1980's were not as good as the current photos. Current photos were great! Taken by digital camera on phone rather than a film camera. Overall, I like the photo book and give this a 3+/4 rating.

Date of experience: February 13, 2024
Georgia
1 review
0 helpful votes
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Beautiful Books and Cards
February 15, 2024

I've created 27 projects over the past 15 years on Shutterfly. This includes 15 different photo books. Each and every time, I've always received excellent, professional customer service and beautiful books. I custom design all my books. There may have been a couple of times over the years that I needed Shutterfly to help with a mistake. However, they stand behind there products 100%. If you aren't an experienced design person then ask for help. Use high quality photos! Remember Shutterfly didn't take the pictures. The photo quality of books and cards depend on what you upload. Low quality photos will create poor quality projects; so don't blame Shutterfly for your photos. They will make what you approve. Start your project early enough to allow for help and receive book in ample time in case the book or cards need to be possibly replaced if it's the direct fault of Shutterfly.

Date of experience: February 13, 2024
Utah
1 review
2 helpful votes
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I experienced fraud and the customer service was awful, slow and they could barely speak English. They didn't know how to rectify the situation. I ended up just deleting my account and going through the bank. I will not be using this site ever again.

Date of experience: February 4, 2024
Illinois
1 review
1 helpful vote
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Terrible quality of acrylic prints and even worse customer service! It takes forever to return and get money back! Numerous calls and time on hold. Still haven't gotten my money back

Date of experience: January 17, 2024

From the business

Create photo books, personalize photo cards & stationery, and share photos with family and friends at Shutterfly.com.


shutterfly.com
Founded in 1999
Redwood City, CA, United States
+161