Shutterfly Digital Assistant (12/21/2023, 5:08:29 PM):

^{"t":"js","v":"ebcm__isUserAuthenticated","p":"{'chatKey': '3ba4f374-87e6-4605-
acc2-3abe8443abf3', 'flow': '#EBCM--BOT-GREETING-START#'}"}^
Visitor (12/21/2023, 5:08:30 PM): #EBCM--BOT-GREETING-START#
Shutterfly Digital Assistant (12/21/2023, 5:08:33 PM): Hey Amber! I'm Shutterbot,
the Shutterfly Digital Assistant.
Shutterfly Digital Assistant (12/21/2023, 5:08:35 PM): This chat may be monitored
or recorded by us or our providers.
Shutterfly Digital Assistant (12/21/2023, 5:08:36 PM): See our
^{"t":"link","v":"Privacy
Policy","url":"https://shutterflyinc.com/privacy/","target":"_self"}^. By
continuing, you agree to our ^{"t":"link","v":"Terms &
Conditions","url":"https://shutterflyinc.com/terms-of-use/","target":"_self"}^.
Shutterfly Digital Assistant (12/21/2023, 5:08:37 PM): Select an option below or
ask me a question.
Shutterfly Digital Assistant (12/21/2023, 5:08:39 PM): Menu Options:
Check order status
Make order changes
View offers & promotions
Get product help
Something else
Visitor (12/21/2023, 5:08:42 PM): Get product help
Shutterfly Digital Assistant (12/21/2023, 5:08:44 PM): I understand you have a
product question. Please choose from the following:
Shutterfly Digital Assistant (12/21/2023, 5:08:45 PM): Menu Options:
Remove red eye
Crop a photo
Create a photo book
Something else
Visitor (12/21/2023, 5:08:51 PM): Something else
Shutterfly Digital Assistant (12/21/2023, 5:08:53 PM): To best support you, let's
connect you with someone who can assist us further.
Shutterfly Digital Assistant (12/21/2023, 5:08:55 PM): In a few words, tell me
anything else our team should know.
Visitor (12/21/2023, 5:09:05 PM): My order is wrong!
Shutterfly Digital Assistant (12/21/2023, 5:09:08 PM): Thanks! I've created a case
for you: #15152078.
Shutterfly Digital Assistant (12/21/2023, 5:09:09 PM): I'll connect you now.
Zeenath (12/21/2023, 5:09:12 PM): Welcome to Shutterfly! I'll be with you shortly.
Just a heads up, if you navigate away from this page, this chat window may not
follow. You may open a separate tab to navigate or simply use the back button to
return to this chat for further assistance
Zeenath (12/21/2023, 5:09:25 PM): Before we get started, I noticed you’re using an
iOS device. Please ensure the device screen remains unlocked so our chat session
stays connected.
Zeenath (12/21/2023, 5:10:14 PM): Hi, Amber! I appreciate the details. Just a
moment while I look them over…
Visitor (12/21/2023, 5:10:15 PM): I’m so extremely upset with Shutterfly!!!! This
has been the most awful experience that I’ve had with ANY COMPANY. I place my
order on 11/23 with the expectation of receiving it on 12/7. My ordered shipped on
11/25, with an est delivery date of 12/6. My order did not arrive on 12/6 and was
delayed until the 16th. I called you guys asking you to reprocess my order as i
wanted it by 12/7 as expected when i placed the order. But you folks refused. I
received my order on 12/16 and my cards were blank, totally missing the holiday
design. I called on 12/17 and you folks replaced my order and promised you would
put notes so that it wouldn’t happen again. I just received the new order AND THEY
ARE BLANK AGAIN!!!!!!! YOU FOLKS NEED TO GIVE ME A FULL REFUND!!!!!!!!
Visitor (12/21/2023, 5:10:50 PM): This chat better not get disconnected…..while i
was waiting for the other agent to get back to me….the chat was disconnected. And
i kept my screen active the entire time!!!!
Zeenath (12/21/2023, 5:11:49 PM): Amber, this might take 2 minutes I kindly request
you stay online while I complete the process.
Zeenath (12/21/2023, 5:12:03 PM): I'm truly sorry Amber to hear that you are having
this problem with your order. let me check it for you and get back shortly.
Visitor (12/21/2023, 5:12:10 PM): Ok
Zeenath (12/21/2023, 5:13:14 PM): Amber, I will transfer your request to next
level. Is it okay for you?
Visitor (12/21/2023, 5:13:29 PM): YES
Eliza (12/21/2023, 5:14:58 PM): Welcome to Shutterfly! I'll be with you shortly.
Just a heads up, if you navigate away from this page, this chat window may not
follow. You may open a separate tab to navigate or simply use the back button to
return to this chat for further assistance
Eliza (12/21/2023, 5:15:18 PM): Before we get started, I noticed you’re using an
iOS device. Please ensure the device screen remains unlocked so our chat session
stays connected.
Eliza (12/21/2023, 5:15:23 PM): Hi, Amber! I appreciate the details. Just a moment
while I look them over…
Eliza (12/21/2023, 5:16:15 PM): Thank you for reaching out to us Amber. my
apologies for receiving a wrong order, but I am more than happy to look into this
for you.
Visitor (12/21/2023, 5:16:50 PM): OK….i want a full refund! You guys sent me the
wrong order twice! I cannot even use these cards already
Visitor (12/21/2023, 5:17:35 PM): i don’t know how you guys could make the same
mistake twice! Especially after i was assured it wouldn’t happen again!
Eliza (12/21/2023, 5:18:53 PM): My sincere apologies Amber. I assure you that this
is not the experience we want you to have with us. But I am more than happy to
assist you with this.
Eliza (12/21/2023, 5:20:46 PM): Could you please provide me with the order number?
Visitor (12/21/2023, 5:21:07 PM): Let me get it…give me a moment
Eliza (12/21/2023, 5:21:34 PM): No worries.
Visitor (12/21/2023, 5:21:58 PM): 007034501533-9000298
Visitor (12/21/2023, 5:22:21 PM): that is the 2nd order that you promised would be
correct
Eliza (12/21/2023, 5:23:14 PM): My sincere apologies for this Amber.
Visitor (12/21/2023, 5:24:40 PM): Sorry….i need to type to ensure this doesn’t time
out again! It timed out with the previous agent when i was waiting for a response
Eliza (12/21/2023, 5:25:02 PM): Could you provide me with some insight on the issue
with the order received?
Visitor (12/21/2023, 5:25:56 PM): The cards are supposed to have the holiday design
on it that says happiest holidays….but that entire section is complete blank…..its
a big white area in the middle of the card
Eliza (12/21/2023, 5:27:55 PM): I am truly sorry for that. Allow me to confirm on
my end,
Visitor (12/21/2023, 5:28:53 PM): The orange card that comes with the card that has
a very small picture of what the card is supposed to look like shows the holiday
design there….but every single one of the cards is missing the design and has a big
what blank spot in the middle of the card
Visitor (12/21/2023, 5:29:38 PM): sorry….big white spot
Eliza (12/21/2023, 5:31:20 PM): What I can do for you in this case, is process
product credits for you to cater for the cards, and a gift certificate to cater for
shipping. This allows you to ensure that everything is okay with the cards before
placing another order. How does that sound?
Visitor (12/21/2023, 5:31:45 PM): no….i want a full refund to my credit card.
Visitor (12/21/2023, 5:32:26 PM): I cannot order new cards at this point as
Christmas is 4 days away! I do not want a product credit!
Visitor (12/21/2023, 5:33:00 PM): full refund…..you guys have caused me so much
stress with this order!
Eliza (12/21/2023, 5:34:25 PM): My sincere apologies Amber. I assure you I
understand your frustrations, Amber.
Eliza (12/21/2023, 5:36:28 PM): What I can do is process a partial refund for the
amount paid and once you receive the order and send it back to Shutterfly,
Visitor (12/21/2023, 5:36:55 PM): No!!!! Full refund
Visitor (12/21/2023, 5:37:09 PM): YOU GUYS SCREWED UP ON MY ORDER TWICE!!!! NOT
JUST ONCE, BUT TWICE!!!!!
Eliza (12/21/2023, 5:41:56 PM): The rest of the refund will be processed once the
items are returned to Shutterfly.
Eliza (12/21/2023, 5:41:56 PM): I am truly sorry Amber, I do understand how
frustrating it is to get your order messed up twice, I really do. What I can do is
process a partial refund for you and once you return the items to Shutterfly the
rest of the amount will be processed. I really wish there was more I could do for
you.
Eliza (12/21/2023, 5:42:08 PM): Hi, Amber. Are you still with me? I hope I didn't
lose you.
Visitor (12/21/2023, 5:42:20 PM): IM HERE
Visitor (12/21/2023, 5:42:33 PM): The chat was saying reconnecting
Visitor (12/21/2023, 5:43:01 PM): so you are going to inconvenience me and make me
return these items? How am i supposed to return it anyways?
Visitor (12/21/2023, 5:43:41 PM): LET ME REMIND YOU THAT YOU GUYS SCREWED UP….NOT
ME!!!!
Visitor (12/21/2023, 5:43:49 PM): AND TWICE AT THAT!
Eliza (12/21/2023, 5:44:20 PM): I am afraid that that is just company policy, I
really wish I could do more for you. In regards to returning the items, I'll
provide an address which you will mail the items to.
Eliza (12/21/2023, 5:44:54 PM): Or I could provide a return label for you so you
don't pay for shipping.
Visitor (12/21/2023, 5:44:55 PM): NO….IF YOU GUYS NEED IT TO BE SENT BACK, YOU NEED
TO SEND A SHIPPING LABEL AND SEND A DELIVERY DRIVER TO PICK IT UP!!!!!
Visitor (12/21/2023, 5:45:23 PM): YOU ARE NOT MAKING ME GO SEND THESE FUCKED UP
CARDS OUT DURING THE HOLIDAYS SEASON….I HAVE NO TIME FOR THAT!!!!
Visitor (12/21/2023, 5:45:31 PM): YOU GUYS ARE SO AWFUL!
Visitor (12/21/2023, 5:46:09 PM): I CAN SEND YOU A PICTURE OF WHAT THE CARDS LOOK
LIKE IF YOU NEED PROOF!
Eliza (12/21/2023, 5:47:27 PM): I can provide a return label so you don't incur any
shipping cost to mail the cards back to Shutterfly.
Visitor (12/21/2023, 5:47:48 PM): HOW ARE THEY SUPPOSED TO BE SENT BACK?
Visitor (12/21/2023, 5:48:12 PM): AND WHAT IS THE AMOUNT OF THE. PARTIAL REFUND
Visitor (12/21/2023, 5:50:04 PM): Please answer my questions
Eliza (12/21/2023, 5:52:01 PM): You will receive the return label in your email
which you will be required to print and attach it to the order and mail it out to
Shutterfly.
Visitor (12/21/2023, 5:52:22 PM): My question is how does it get sent back???? By
USPS?
Visitor (12/21/2023, 5:52:37 PM): AND my 2nd question was how much is the partial
refund?
Eliza (12/21/2023, 5:53:24 PM): The refund would be $87.12 of your original pricing
for this order.
Visitor (12/21/2023, 5:54:34 PM): When can i expect that refund? I want
confirmation that i will get that refund and i want confirmation that i will get
the remaining refund and WHEN i should expect the remaining balance of my refudn
Visitor (12/21/2023, 5:54:37 PM): refund
Eliza (12/21/2023, 5:56:47 PM): I will process the partial refund right now and
provide you with the refund ID.
Visitor (12/21/2023, 5:57:06 PM): What does a refund ID do?
Eliza (12/21/2023, 6:00:53 PM): The refund ID is associated with your order number
and you only get it once aa refund has been processed. For the rest of the refund,
I will provide you with the case number where I have noted down that once the
items have been returned, a refund should be processed.
Visitor (12/21/2023, 6:01:48 PM): How long will it take for the refund to be
processed once it gets returned?
Eliza (12/21/2023, 6:03:00 PM): The refund should reflect to your card in the next
7 to 10 days from the day the refund was processed.
Visitor (12/21/2023, 6:03:34 PM): Will i need to follow-up on the remaining refund
or you folks will make sure you take care of it?
Visitor (12/21/2023, 6:04:29 PM): and you still didn’t answer my question about how
i return it. Is it through the US Postal Service? Is there a deadline as to when it
needs to be returned by? I am so crazy busy with work and the holidays, i won’t be
able to return it right away
Eliza (12/21/2023, 6:05:25 PM): Sorry for that. You can return the items using your
nearest postal office.
Visitor (12/21/2023, 6:05:45 PM): please answer the rest of my questions!
Eliza (12/21/2023, 6:09:02 PM): For the remaining part of the refund, once the
items have been received the rest of the refund will be processed.
Visitor (12/21/2023, 6:09:23 PM): when does it need to be returned by?
Eliza (12/21/2023, 6:09:51 PM): There is no deadline to return the items by.
Visitor (12/21/2023, 6:10:09 PM): how will you be sending the mailing label?
Eliza (12/21/2023, 6:10:36 PM): I am working on it right now, you will receive it
in your email.
Visitor (12/21/2023, 6:10:52 PM): ok
Visitor (12/21/2023, 6:11:02 PM): will i receive it before our chat ends?
Visitor (12/21/2023, 6:12:04 PM): please also send me the refund ID
Eliza (12/21/2023, 6:13:07 PM): Yes I am almost done.
Visitor (12/21/2023, 6:16:01 PM): typing to ensure this doesn’t time out
Eliza (12/21/2023, 6:17:07 PM): 784800 is your refund ID. and I have processed the
return label l for you, you should receive it soon.
Visitor (12/21/2023, 6:17:26 PM): let me check my email
Visitor (12/21/2023, 6:18:06 PM): i didnt get it yet
Eliza (12/21/2023, 6:18:59 PM): Not to worry Amber. I assure you you will get an
email with the return label.
Visitor (12/21/2023, 6:19:33 PM): i hope so
Eliza (12/21/2023, 6:20:37 PM): I assure you, you will.
Eliza (12/21/2023, 6:22:40 PM): Is there anything else I can do for you Amber?
Visitor (12/21/2023, 6:23:56 PM): yes, you can let your executive management team
know that i have been a loyal customer of Shutterfly for many many years and this
experience has been absolutely horrible and i will no longer do business with
Shutterfly!
Eliza (12/21/2023, 6:25:41 PM): My sincere apologies Amber. I assure you that this
is not the experience we want you to have with Shutterfly but I will put your
feedback under feedback so there is no repeat of the same. I really wish I could
do more for you.
Visitor (12/21/2023, 6:27:28 PM): ok
Eliza (12/21/2023, 6:28:45 PM): Happy Holidays Amber.
Visitor (12/21/2023, 6:29:18 PM): Thanks
Eliza (12/21/2023, 6:29:36 PM): Amber, thanks for contacting Shutterfly! Have a
great day!