Snapfish
Reviews and Complaints

I have spent countless hours preparing a photo book of my oversees holiday. I was almost at a stage that I could place my order and have it shipped in time for a special occasion. That was a couple of weeks ago and since then I have been unable to load the album so that I can put the finishing touches to it. The only response I get is that they are working on the problem. Does anyone think that I will ever get access to my project again or should I just move on and forget I was ever introduced to Snapfish. I don't cherish the thought of having to start again but if that is the only answer then so be it.

So they're having this sale, a half off one on certain products. Great. One of the products was fleece blankets. I had suggested it to my mother for a daycare's birthday present and she agreed. So we got pics this week of the kids, and decided to try and make the project today. The one thing I hate about their collage editor is that you have no say in where the pictures go. If you don't like the arrangement, you have to shuffle through their cycles, but you can never get back the one you just had. So we selected the pictures, did the layout, and added the title. Reviewed the project, clicked add to cart. AND GET AN ERROR MESSAGE. So we think, okay, it might still be in the cart. Wrong. It will put something in the cart, but it won't register it as costing anything and it won't be what I created. It'll use some of the images, but it's not the images I had in the right layout. I went through a customer service rep and then a second, both through the live chat feature. Came home later and tried on my computer. Still nothing. Called this time and still no solution. Here's a lovely list of all that was tried:

- Cleared internet cache and cookies
- Restarted browser
- Switched browsers (both of which were both at the latest release)
- Restarted computer
- Waited a few hours between attempts
- The CR would pick random images from my account, put them on a blanket and add to cart. I was then to edit that entry
- Used a different computer in two different locations

None of it worked. Nothing. They have absolutely no solution to it and all I ever get is that same error message. On top of that, the chat reps were very slow and very not following the websites claim for quick service. With the second one, it took 10 minutes alone before she even was able to work with my issue.

So what are they going to do? Forward the issue to their tech support staff and have them get back to me. I have the reference number for the call as well. Once the issue is solved (in the near future) I will be able to place the order and then call customer support again. They are to use the reference number I give them to give me the discount from the sale that I would have gotten if it had worked the first time. We'll see if this works. I should have a response by Tuesday at the latest on the issue.

This is in addition to an issue I had on the 29th of June. At that point, I was trying to take advantage of a free notebook offer that had been sent to me. Great. I created the notebook and go to check out. The coupon does not activate itself. I contact customer service and she eventually had to have me place the order and then refund my credit card the same price as what the coupon was for. However, in her many attempts to get me to place the order, I forgot to switch my address to the one I currently live at. So I asked her to change it for me because I knew it would just bounce back. Her "solution" was to let the order be sent out to the wrong address, then be sent back to the company, and then they would contact me about a correct address.

While this was going on, I was looking at the website policy for changing and editing an order. Policy states that I have 2 hours after placing the order to make any changes. I had just placed the order moments ago. Yet, she was telling me I could make no changes. I then told her it was a gift and needed to be here in time and that her solution would not allow for it. She then canceled the order and had me replace it. Again.

After this issue, I made sure to email Snapfish about it, and the response I got was that I was correct and that she should have made the changes as I had asked for, but that was it. I thought Dell's support was bad (and I go through their small business support), but this tops it. I've never seen a customer support service that was so slow and terrible. Two issues within less than two weeks? One issue taking 3 customer service reps without any clear answer? Unacceptable.

Beware! Very similar to the oriental trading scam!
Snapfish tacks on a fee to your credit card after you have made a purchase (1.29) to see if you are paying attention.
Then, they sign you up for a service at 14.95 per month thinking your entering your e-mail for a $10 coupon.
It looks as though you are signing up for the coupon but your actually signing up for an additional service!

In the past I had used a number of online services to make prints from my digital photos, all with decent results- including SnapFish.com. The problem was when I ordered a "photo gift" from SnapFish. I wanted a T-shirt with a picture of my dad's dog on it, for my dad's birthday. I completed the order and unlike the regular photos, the merchandise never came. It was difficult to figure out how to reach them, and when I did, I was told to wait 20 more full business days- which I did. The item never came and I contacted them again. They assured me that they mailed it out and it must have gotten lost in the mail, and they reluctantly sent it out again. I never got it the second time either, and once again they made me wait longer before deciding that it was truly lost. Once again they shrugged off responsibility, but did overnight the item at their cost. I got the shirt 6 weeks after my dad's birthday, and I originally ordered it 4 weeks before his birthday! They made good for it and sent it out, but all the while being unapologetic and not really taking responsibility. There are a lot of these services online and I will not use SnapFish again.

After I did my order Dec 12 2009 I saw some complaints online while searching for a customer service number on Dec 17 2009. I figured they were sour grapes. They've gotta have a lot of customers, sometimes companies screw up so you're bound to hear complaints. Well, I'm in the middle of a big crisis with Snapfish.

I ordered four calendars, four mugs and a mouse pad, Dec 12 2009. It said on the site that if I ordered it that day I could get it before Christmas and they had supposedly shipped my calendars out Dec 14 and estimated delivery date was Dec 16. Well, didn't get them on that day. I went on the site to check my order on the 17th and there was no estimated ship date. Dec 17th I called FEDEX and was told that "Information sent to shipper"...or something like that, only meant the label had been printed. That same dayI called the Snapfish call center, the guy I talked to was an idiot, never mind the accent and language barrier. I've dealt with India call centers before and this guy was so hard to understand. I will take in delight calling the Tracphone customer service center from now on. I work in a call center where people call and yell at us all almost all day and I understand how it can be.

I'm very understanding with customer service lines, but this guy was just a ###. He took all my info and then said "How is your Holiday Celebration going?" I said to him "It would be better if my gifts had arrived". Way to open yourself up dude, you just don't do that. I would have said "How can I help you?" You are there to give me information, not to be my friend! Anyway...he said "Allow one more day". Which is fine.

I'm expecting my mugs and mouse pad to arrive Monday. *fingers crossed* Whatever, I expected them to come later because of the time frames on the site. However, the calendar order which supposedly was shipped on Dec 14 still hasn't arrived. Upon further investigation my original calendar order is supposedly in a FEDEX facility the area so it should be arriving soon. Hopefully before Christmas! They have started a second calendar order for me, for free. So I guess I'll be getting free duplicate calendars!

If I don't get this order before Christmas I'm going to have to ship Christmas Presents because I intend to deliver them in person to my family three hours away. We're heading there on Wednesday Dec 23. I would hate to have to spend extra money to get these calendars to my family. Normally a present can wait but a calendar!

I will never use Snapfish ever again.

I decided to try snapfish.com to develop some 35mm color films I needed developed. I set up an online account and I received the postage paid mailer. So I completed the form for the fees, attached the labels to the film, placed the 3 rolls of film along with payment in the form of a check in the mailer.

I was confident all would go well since HP has a good reputation and I have never heard of any complaints about Snapfish. I was wrong my first tast has been anything but good. They claim to have received only 1 roll of film in the mailer when I know I placed three rolls. In addition, they have no idea where my check for payment is so I had to submit a credit card for the 1 roll they did not lose. I tried their customer service who could only reply with scripted responses and apologies. Incredibly bad experience and no accountability.

Snapfish began charging me $14.95 per month for something I never ordered, then claimed that I had signed up for a program that isn't even listed on their website. I asked for photos that totalled $3.95, and was charged an additional 2 dollars plus the monthly fee, which I noticed after two months. I was directed to a customer service number that sent my call to India, where they told me there was nothing they could do. Then I contacted the VALUEPASS people, who said I had signed up for there program. This had NEVER happened. It is a complete scam and I am angry. I contacted my bank to dispute the charges, and they are working on it. BE CAREFUL on the internet

I've used Snapfish for about two years now I believe, this passed year though I havent gotten around to places any orders on there site and thats when it started. Everyday (and I do mean every day) i've been getting sent the same exact email from them basically saying " Order from us or we will delete your photos" They got there point across in the first email really. No reason to spam me everyday for over a month. I've spoken to there live customer service, the first person said they'd fix it but nothing happened, the second person I spoke to said they'd send the issue to the proper people and I should get a response but I have yet to hear anything. And am still getting the emails daily.

This website will actually only accept a credit card with an Australian billing address despite; http://www.snapfish.com.au/helppaymentoptions Nowhere on the site does it say that all other credit cards are discriminated against.

This site is misleading and wastes people's time because they find out right at the end that they cannot complete the online shop. Their customer support cannot offer any other way to make payment to complete the order (even Australian bank account direct transfer).

How can we stop this?

I had a HORRIBLE experience with Snapfish in ordering Christmas cards. They did not send me enough envelopes to send out all of my cards, in fact, 1/4 of them. When I called to have the envelopes sent out immediately to rectify the situation, they told me they would fix it. 4 days later I have yet to receive those envelopes. I called in and had to raise my voice before anything was done and any questions were answered. They couldn't tell me when my envelopes would arrive nor did they send them with any priority at all.

With all of the other online picture websites for digital pictures, cards, etc. please look into using someone else. You will save yourself a lot of headache. Try Shutterfly or Kodak or one of the others instead and tell your friends to look elsewhere as well.

A lady at work is retiring and so we wanted to make a photobook. We put a rush on it so that we could receive the photobook the next day. Unfortunately what they don't tell you is that the photobooks still take 5 to 7 days to come. Even if you put in a rush to have the item overnighted. When you go the website you have to look around for a contact number which is not listed instead there is an email address. You have to search for a contact page. I finally get the number and when I get to the customer service person the one on the line gives me attitude, informs me that even though it said's overnight its still takes days to received it. Tells me it will be here by the 8th of December i place the item for requested on November 31.

Fine... it will be here by the 8th.. she said's check the site to see when your item is being ship out... check the site everyday 5 days and nothing... call the customer service person and I ask to talk to a supervisor and now the person is saying that they do not know if I will even get it by the 8 now most likely by the 10th.

The retirement party is on the 8th. The man then informs me that he will try and email me but he doesn't know when it will come in... why am I making such a big deal.

Snapfish is a terrible company with people who are completely not helpful... we still don't have the photobook, an email letting us know the status!

I am never using snapfish again!

I thought I had found the perfect christmas gifts for my familiy. I ordered 2 collage mouse pads, 1 aprand, 1 magic mug and 2 collage mugs... after 10 days I resive 2 collage mouse pads and nothing else... I write and an email to customer service and get the response that they will try and send the order again.
today I resive a new package from snapfish... all the things were there BUT!
One of the mugs are NOT ours. The pictures on it is nor our child an the text is not anything I wrote.
I am PISSED! there is only 8 days until we celebrate christmas here in Denmark and I really doubt that the right mug will be here in time.
And what about the mug that we resived that is not ours...?
It is really not a great way to keep customers coming back...

(sorry for my bad english - I am danish and I don't use english in writeing that often)

Ordered the free photo book offer available through Oprah Nov. 18 (ordered 1 free book plus 2 extra copies). Estimated shipping date was a week later. Now, on Dec. 11, it still has not shipped. CAlled a week ago and was told to wait until the 9th...it should be there. The "service" rep didn't even check on anything. Just looked at the latest date it should arrive and told me to wait. Last week the order said "printed", now it says "received and in process". Clearly this company was not prepared for heavy business. I will put in a dispute with my credit card company until I receive this. It's supposed to be Christmas gifts, but I have my doubts. I wouldn't do business with them again. Try another company if you want online photos. I don't mind mistakes, but I expect service when there is one.

I originally had HP photo, for free, as I purchased an HP machine in the early 2003. Then HP sold off to Snapfish. Then Snapfish came 'free' (it had always been to be before as HP Photo) to Comcast users. Then I moved and they would NOT let me change my account info. Not only that, I can no longer download my photos as I could with HP Photo, and if I do, they're half the size as I uploaded. This is 2008, and Snapfish took over in 2005. WHY they won't let me change something as simple as my e-mail address, who knows!

On 11/2/08 I received an e-mail from Snapfish telling me that if I don't 'purchase' something from them that they are going to close my account. Yes, the account with them I had no choice in, and that I have no ability to change. I immediately responded asking them why do I have to purchase, and if they're really going to close it. I asked that they send my my library on CD so they can close my account.

I have gone through (2) computers and ALL my photos are on that account. I would be DEVISTATED if they closed it; it's bad enough I can't retreive them without them looking like a postage stamp! My lesson learned by not making my own back-up, but shame on them for 'threatening' me with these e-mails when they don't even have the courtesy to respond. As far as I know, in one week I won't be able to access my last 5+ years of photos!

DO NOT USE SNAPFISH!

Alicia Rafferty, the wedding was beautiful. I feel like I was there. Unfortunately, Snapfish royally screwed up my order. I was sent 232 photos of the best day of someone else's life along with my own photos, many of which were missing. I am completely ticked at the response I received when I called Snapfish's 1-800 customer support number, especially after spending over $80 and it was my first order with the company. First of all, someone who barely spoke English and was probably in some call center in a foreign country somewhere answered. He was rude and condescending when I tried to explain the problem with my order. After being put on hold for several minutes, he finally agreed to issue credit for the missing pictures. I insisted on free shipping since it was not my fault that the order was wrong, but had to ask for it myself.

When MY problem was finally resolved, I asked what we could do about the 232 precious pictures I had received in error which belong to someone else. His response was "nothing, no need to return them". I said "what about the woman who ordered those? I have her name and barcode number. Will you be contacting her?" He rudely said "I don't need to know her name. If she doesn't receive her pictures, then she can call us". Obviously, she is not going to get her pictures. I placed a reorder of my missing prints with the credit I was issued, but I can assure you, it will be my last order with Snapfish.

In closing, sorry Alicia... I am truly concerned about your pictures, but Snapfish customer services apparently couldn't give a crap. I will hold on to them for a while. Chances are you may want to write a complaint too and will stumble across this posting... if so, respond. I would be happy to send them back to you. As for Snapfish, we are done.

Don't get me wrong. I used to love snapfish.com. I'd order prints for amazingly affordable prices, pay swiftly with a credit card, and have my high quality prints in a matter of days. I loved them.

Last Thursday, I ordered about 40 prints from Snapfish.com after receiving a coupon in my email (free shipping! yay!). The coupon wasn't being accepted, so I tried calling customer service. Their computers were down (go figure) and I was told to call back in 30-45 minutes. Before I could get a question in, I was hung up on. Twice.

I finally got a hold of someone about an hour later, and they took care of my order manually and honored the coupon which was expiring the same day. I received an email on May 30th saying they had been shipped. Fabulous.

It's now Friday afternoon. The mail has come. No pictures. This means I now have to wait another 3 days. (I had them shipped to my work.) I've been waiting for them for a week.

I knew I was going to run into a problem when someone with a thick Indian accent I could barely understand took my phone call this afternoon.

The guy proceeded to argue with me about the shipping dates. I told them that if they shipped on May 30th, and it takes 3-5 business days, I should have them by now. He then tells me that processing takes 1-3 days, and shipping takes 3-5 business days, not including Saturday and Sunday. Okay, GREAT. I repeat to him that Monday, Tuesday, Wednesday, Thursday and Friday are all business days. I also let him know that the United States Postal Service carries mail on Saturdays, so regardless of Snapfish.com is closed on Saturday, the mail isn't. He then continues to argue with me, and that I should actually allow 7-9 business days for the delivery. I hung up. I wasn't getting anywhere with the guy.

I then called back, and again got someone with a thick Indian accent. I got nowhere with them.

I called back a 3rd time and requested to speak to a supervisor. The (again, Indian accent) girl asked me for my email address, and how to spell it. I gave her my information, and simply requested to speak to a supervisor. After about 2 minutes (which I knew she was using to read notes the representatives probably left on my account), I asked again to speak to a supervisor. She then informed me that I should receive my delivery today.

I informed her that mail had already come for today, and that I did not receive my order, and that was why I wished to speak to a supervisor because I wasn't getting anywhere with the regular customer service reps. You know what she did? She told me to wait until the end of the day. I again asked for a supervisor. She told me they were in a meeting and could not be bothered, and again told me to wait until the end of the day.

Um, THE MAIL ALREADY CAME.

She then repeated to wait until the end of the day and to call back if I hadn't received anything.

I. then. spoke. like. this. to. get. it. into. her. head. that. the. mail. already. came.

And for a third time I asked to speak to a supervisor (all the while trying to maintain my cool), and she then placed me on hold for 5 minutes.

I hung up.

And that marks the termination of my relationship with snapfish.com

I signed up in December 2007 for a free trail of Snapfish. My daughter wanted me to join so she could send me videos of the grandchildren. I was never able to download my videos or receive any from her. I called them in January after they billed for another month and cancelled, they gave me a confirmation number and said they would credit my account for both charges. I never received the credit and have been billed monthly since then. The only phone number I have has been disconnected. [protected] is the number that appears on the credit card charges. I have been disputing the charges but they still continue to bill me. This is such a rip-off, so please beware of Snapfish.com. Is there a way to stop them from billing my credit card?

Instant win game, look inside to win, shows xbox, hp, desttop, among a few other things. Open up it says congratulations you've won 25 free prints. To redeem your priz visit www.Snapfish.com/shrekprints and enter your winning code. Shows the code. When you type in code it comes back has code not recognize! Very disappointing!

I have called. I have emailed. My emails go unanswered or bounce, which is more typically the case. I have been trying to order a photo book in my cart for 3 weeks for my son's 2nd birthday, which has now come and gone. Snapfish has terrible service, a poorly designed web site (Hello, a website who has a defunct email listed on its site... [protected]@snapfish.com). Their "escalations" department was supposed to get back to me in 24-48 hours. That was a week ago. The icing on the cake? They cap your email complaint email at 240 characters, and won't let you submit it unless it's less than that, but they don't tell you where the 240 character cutoff is. Last time I checked, it was 2008 and counting characters was a fairly simple. Tool to offer your customers. Come on, help your customers out. All I want is to order my photo book (Which took me 4 months to complete) and move away from snapfish as quickly as I can. Save yourself some trouble and never use snapfish again.

In March I ordered prints from our last trip to Japan. I ordered a bunch (200-some) 4x6 photos, 1 or 2 5x7's, and 3 8x10's. The 4x6's and the 5x7's arrived in a few days but the 8x10's were missing.

In 2005, I ordered calendars from Snapfish which featured photos from my wedding. They sent me calendars with someone else's kids on them. Just to give you some background. But I have been their loyal customer for over 3 years.

I emailed Snapfish and asked if the photos had been shipped or even printed. Instead of answering my question they told me to wait. So, three separate times I asked if they had been printed or shipped. Three times I was ignored and told to wait. Wait? Why? So I can figure out Snapfish never did print them? Yes!

So now 23 or so days have gone by and I contacted them again. I was expecting an email that said they were sorry and that the photos had been printed and were on their way. Instead I got an automated email that I have been given a credit for 3 8x10's. So, it looks like they were never printed, but instead of telling me this, and providing some form of customer service, they just sent me an automated email. This is the crappiest customer service I have ever witnessed, and my first job was at McDonald's.

I wrote back and asked for a refund instead of a prints credit. I'm not stupid; I'm not placing another order so they can screw me one more time and I can spend another three weeks waiting for prints that will never arrive. Instead of reading my email, the customer service rep told me that the issue had been handled and that I have received a credit.

It remains to be seen if I will ever see my photos or my money. But I will not be buying prints from them again.