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As a long time shutterfly customer I am completely disgusted with the customer service level of your employees and production facility. I placed an order last WEDNESDAY with rush shipping and was assured my product would be here in time for the following Wednesday....Rewind to yesterday evening...I called your company and was put on hold for 45 minutes before ever receiving a customer service rep.

After I finally got in contact with someone I was then transferred to another rep and had to re-explain the ENTIRE situation only to be told there is nothing they can do to help me with my situation because they are at a dead end. I then asked for a supervisor and was transferred to Erna who was even LESS helpful....She continued to tell me there was nothing they can do because their warehouse was closed and that she would make sure a supervisor (Amy) called me FIRST THING this morning (east coast time) with an update on my order. It is now 10AM my time (1PM eastern) and I have YET to receive a phone call. I now had to take time out of MY day and do your follow up for YOU and called and asked to speak with the supervisor who was supposed to call me.

I was then put on hold for an ADDITIONAL 30 minutes with no success in reaching her. Your customer service rep said there is nothing she can do because she is not allowed to contact the lab. So she "says" she will leave a message for the supervisor to call me today and I am not holding my breath on that one So let me get this straight, you are a BILLION dollar company and you do not have a system in place when a customer places an order with a rush delivery and you KNOW you aren't going to make the promised delivery date (seeing as it was on said date and you still haven't even finished PRODUCING it) you cant notify the customer via email or phone? The follow up on your orders is lacking and I will no longer be purchasing ANYTHING through your company.

There are MANY other companies out there that would provide much better customer service. I have always gone through Shutterfly because I trusted that your customer service would be the best but now that my product has been sitting in "no mans land" and hasn't been worked on for the last week I am out of the product I desperately needed in time for a special event. Thank you Shutterfly for wasting my time and making a promise you couldn't keep and leaving me empty handed with nothing more than an "I'm sorry there is nothing we can do".

Great customer service skills. Excellent.

Monetary Loss: $50.

Location: Los Angeles, California

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