Now that the nice holiday cheer is behind us, it's time to air my issue with Snapfish. First let me say that I have been a loyal customer to Snapfish since 2004. Even when other friends and family were having problems with them, I stuck by them. I have ordered calenders through them before and have been very pleased, that is until this year.
I placed my calender order on Dec 11th with a guarantee delivery by Christmas Eve. The estimated delivery date was the 18th. I should have stayed on top of it, but with the holiday crazies, I didn't. Christmas Eve came and no calender. I checked my Snapfish account and the status was "Processing". My credit card had been charged on the 15th for the order. I called customer service. I got a guy named "Bob" whose thick accent tip me off to the fact that that was probably not his real name. He was short with me and completely unapologetic. All I could get out of him was that my order was cancelled. Um cancelled?? I don't think so. The order page says processing, I never received an e-mail about this so why was my order processed. I was told it was due to technical difficulties. Again, no apologies, no how can we make this right.
I asked for the manager and was transferred to someone who sounded suspiciously like "Bob". I was told I did receive an e-mail about the status change. Um, no. I was told that my credit card was not charged for this order. When I told them that it was charged and I could SEE the charge on my card, they told me I was mistaken. He told me several times I was mistaken about numerous issues. Nice customer service.
He asked me if I used pictures from my 2007 album in this calender. When I told him that I did for the month of December, I was told that this was the technical difficulty. Pictures uploaded in 2007 used a different format than those in 2008 and therefore would not work with the calender. WHAT??!! Are you serious. I'm no computer whiz, but even I know that this is a bunch of hoo-ha. Besides, if this were true (and we all know it isn't) shouldn't I have gotten an error message when I added the picture to the calender. After all, I get an error message when I add a low resolution picture.
Needless to say, I was furious. They did not care one bit about my business. They did not offer one thing to resolve the situation. They simply did not care. I ended the conversation by hanging up on silence. Merry Christmas Snapfish!
I have now found Shutterfly and couldn't be happier. It has more features than Snapfish. I already re-built my calender and order from Shutterfly. I ordered it on the 27th and it shipped out yesterday, the 29th. Now that's good service!