Shutterfly.com - Order Lost in the Mail, Horrendous Customer Service
Customized Greeting Card - Complaint
REDWOOD CITY, CALIFORNIA -- After placing an order with Shutterfly and receiving shipping confirmation with a tracking number, I waited for the order to arrive and occasionally checked the tracking information. It showed a projected delivery date of September 20th, and Shutterfly's order status gave an estimated delivery of September 18th - 22nd. The shipping method involved a transfer from UPS to USPS and, judging from the tracking information, that's where things went wrong. The last update was on the 18th and said "Transfer to PO no further tracking avail." So when the 22nd rolled around and the mail came and went with no Shutterfly package, I contacted customer service via email. I provided the order number, the tracking number and indicated that I believe the order to be lost in the mail. I got this response on the morning of the 23rd:
"Although most orders are delivered within a few days, we ask that customers allow up to 8 business days for their order to arrive. (This is based on guidelines provided by the Shipping Service.)
If the order has not arrived by Sep 22, 2012 (worst case delivery date), please let us know. Check the address listed above to make sure we are shipping the order to the correct location.
Please let us know if we can offer any additional information.
Shutterfly Customer Service"
And yes, you read that correctly. The customer service representative was telling me to wait until YESTERDAY to see if it arrives. So I responded:
"Hi. I did let you know on September 22nd (worst case delivery date). That was yesterday and it did not arrive."
I received no response at all. I would probably have just let it go if it weren't a time sensitive gift (and I did indicate that in the original inquiry). But because I don't have the time to let it go, I attempted to call them this evening. The wait for a real person was 45 minutes.
I opted instead for Live Chat. I waited for a half hour on Live Chat, being given updates about when a representative would be with me, until the very last minute when they just canceled the call and dropped me entirely without giving me a representative to speak with at all.
My advice would be to stay far away from them. If something goes wrong, they aren't concerned enough to make it right.
Update: They have reprinted a new card at no charge. But because they seem to be shipping it at regular speed, it will not be here on time. They have not explained or apologized for dropping me from Live Chat after my half hour wait. So this is too little, too late in my opinion.