Recently active topics in Snapfish tagged with customer service

Where is my Order?????? It hasn't even shipped yet!!!!! my order number is..57327339-04H

Hi, I ordered a calendar about 3 weeks ago on the 23rd November for a Christmas present. The order status says received and in process. Have emailed customer support they say there is a technical error but they don't say when it will be sent. Have called and the phone either isn't picked up or is disconnected. Can you help?

I placed an order for Christmas gifts more than 2 weeks ago and it was supposedly shipped from Snapfish on 12/12. I have not received that order and it was needed by this evening. The website says that orders placed before 12/19 will be received by today and mine was placed more than a week before that. My postal carrier has alreday been here and I have contacted the post office that delivers our mail and they have no additional pkg.s for our address so as of right now according to them the earliest we will have it is Sat. This is extremely disappointing and will be the last order I ever place with you. I have tried contacting you by e-mail the past few days, each day, and I have gotten no response. This is very poor customer service!! Julie Webb

my order number:55800921-02P
ordered on 17th dec...
have not recieved it as yet....
want to know the status..........

I am very disappointed in snapfish. I have been ordering from them for Christmas for 4 years now. Once before has my order not arrived on time as promised. The one time it did not arrive as promised, the entire order was refunded to me. I really felt that losing the money was such a detriment to the company that they would not let it happen again. This year, I placed my order on Dec 16th and paid extra for 2 day shipping. Worst case scenario, my books should have been here on the 23rd. The website says if the order is placed by Dec 19th that the order should be here on or before the 24th. My books were not shipped until the 23rd and customer service just tells me that I should contact Fedex about my delivery. I really feel lied to. Oh, and I will be refunded standard shipping. That is not a detriment to Snapfish and my family and inlaws did not receive their Christmas presents and I am going to have to pay for shipping to mail them out to all of them now since I couldn't hand them out at Christmas. I really think that Snapfish has grown too big and doesn't care about customers like they used to. That is a shame because I used to recommend it to all my friends with kids. There are numerous other websites where I can order the exact same product without worrying about it getting here on time. I doubt I will be back and I plan to tell all my friends about this problem and discourage them from relying on snapfish.

Christmas presents arrived from Snapfish broken due to the fact that china ball ornaments were tossed into a box with a thin wrap. Is there any way to find ANYONE who cares at Snapfish "customer care?"

Would love to get these ornaments (with pix of pooches on ornament) but lame reply came "we will be glad to refund your money, send order back." That is it. Also wondering how many others out there are experiencing same types of problems.

I ordered three identical photobooks as Christmas presents on 1 Dec - with enough time for Christmas delivery as mentioned on the Snapfish website. I haven't received the photobooks and am none the wiser as to if they are coming. The lack of communication from Snapfish - and the lack of knowledge by Snapfish employees has been so frustrating! Now, it is too late for them as Christmas presents -which has put extra stress and high expense on us to try and other presents sorted out! It took us quite a few weeks sorting out pictures (and taking them), working out which ones would be ideal for the album, uploading them and working on the project etc. And now ... for no reason!

After emailing Snapfish services 3 times, filling in their contact form, and calling them two times, I still haven't received a satisfactory reply - apart from their "canned", patronizing emails ("we have received your email and will reply in 24hrs" - yeah right!) and people in India who have no idea of what is happening. After complaining, I received an email giving us a full refund, which is the least that I would expect for the inconvenience and expense involved. There is nothing that could make up for not sending the presents to our family on time.

So the big question is ... after all that work (and waiting) are we ever going to get those photobooks?
Or have Snapfish just given up on doing them - without telling us?
It would have been OK if Snapfish had told us earlier that they could not do the order or that they have a problem. But they haven't given us any information about the order at all!

The main reason I went with Snapfish was because it was by HP. I am very disappointed that a company such as HP would allow such terrible service (lack of service!). I really wished I had done a web search for "Snapfish" first before ordering ... I see there are countless dissatisfied people.

I was going to order more photobooks and ornaments .... but now definitely not with Snapfish.

Order no. 178371880

I ordered on the 14th of NOVEMBER, order number 53768071-04V, and now it is Dec 18th, I have sent multiple emails with no response. I understand they are busy, but just an estimate of when this should ship would be nice.

The status as of right now says PRINTED. I paid for this even after the free book promotion, since I wanted more pages, so it isn't like I am waiting on a free book, even if I were though they should let me know when to expect it.

This is suppost to be a christmas present. If someone reads this from snapfish can you please update me on what is going on? Thanks!!

I placed an order with snapfish the total was 7.47. I then entered my credit information and they told me my card was denied. So I go to my via account and see that snapfish DID infact charge me but did not update my order to reflect this charge. In addition they charged me additional fees of one dollar a piece two seperate times. I have tried effortlessly to contact customers service via phone, CANT REACH ANYONE! The email form does not work. I am so upset. Can anyone help? girlxmom@yahoo.com

Attached below is a e-mail string from Snapfish customer support. I am unable to get any tracking information on my shipment, which is arriving late vs the quoted lead time, along with getting a brush off answer of "Your item will arrive in time for Xmas"...which is greatly offensive since I am Jewish.

Discussion Thread
Response (Kris) 12/18/2008 11:50 PM
Hi Julie,

Thank you for contacting us.

As you have not received the cards on time we have provided you 25% discount on the order as a compensation. So a refund of $4.8 has been provided back to your credit card. Also I request you to wait for 3 business days to receive your order. I can assure that you will get the order before Christmas.

If you need a full refund please return your 4x8" cards in your box or in a Snapfish mailer. Please write "Attn: Returns" on the outside. If you use a box or other plain envelope, please visit the link below to print out a postage-paid mailing return label:

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Customer (Julie Michalak) 12/18/2008 08:00 PM
Unfortunately my question was AGAIN not appropriately address.

If the order was shipped today and if it was not shipped overnight then it will not make within the quoted lead time. I should not have to give this 3 business days. The lead time quoted for processing and shipping was 5-8 business days, which gives this item an arrival time of Friday, December 19th.

It is not your place to assure me that this will arrive in time for the Holiday. You have no idea what my religious affiliation is and have no idea of the circumstance for the use of this item. I am greatly agitated and offended by your comment.

This HAS NOT been resolved to my satisfaction since it is not estimated to arrive by the 19th.

I am requesting a refund on these two items and the tracking information (which was originally asked for in the previous e-mail but failed to be provided)

Please escalate this to a supervisor.

I expect to be contacted with the information I have requested ASAP.

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From: Snapfish Customer Service <snapfish@mailca.custhelp.com>
To: julz_179@yahoo.com
Sent: Thursday, December 18, 2008 6:25:34 PM
Subject: Order Status Check..55929752-08C [Incident: 081218-000742]

DISCUSSION THREAD
RESPONSE (KRIS) 12/18/2008 07:25 PM
Hi Julie,

I would like to inform you that the order for the Note cards has been shipped on 18 December with UPS. So you can expect your order as soon as possible. I request you to wait atleast for 3 business days to receive your order. I can assure you that you will get your cards before Christmas.

Regards,
Krishna

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CUSTOMER (JULIE MICHALAK) 12/18/2008 07:15 AM
Please advise how this order was shipped.

My issue was not a concern for whether or not the item would arrive within the quoted processing time, it was a concern that the item HAD NOT arrived within the quoted processing time.

Looking at the order, this still stay standard shipping and unless this was overnighted it WILL NOT arrive within the quoted lead time of 5-8 business days.

Please advise how this was shipped and the tracking details.

If it has not shipped with overnight delivery or via 2-day, I will expect a full refund for these items.

In the future, I would recommend that you make sure you are clear on what the customer is asking so that you answer their question appropriately. I was very clear with the customer service rep about my concerns yesterday and asked him to make a note that if the item had not shipped that I would REQUIRE upgraded shipping.

Please advise asap.

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SUBJECT
Order Status Check..55929752-08C

RESPONSE (KRIS) 12/18/2008 01:00 AM
Hello Julie,

Thank you for contacting Snapfish.

We understand you require your order as soon as possible for the holiday season.

We are currently processing all orders within our standard processing times. However, we are aware of a problem regarding the order status as displayed in your account not being updated in real time. The status does not mean your order will arrive late.

Your custom printed order should ship within the time frame specified in our Shipping times and information FAQ which you can review here:

http://support.snapfish.com/app/answe... (http://support.snapfish.com/app/answe...)

We are working around the clock, making every effort to ensure all orders are shipped within our published shipping times, including:

+ Upgrading the shipping on orders where necessary to ensure the order arrives on time.

+ Transferring some orders to vendors with less orders queued for processing to ensure the order is processed and shipped on time.

Your patience and understanding are greatly appreciated while we work to deliver your custom printed order.

Thank you,
Snapfish Customer Support

Ref to order no-55800921-02P... i have not recieved my order yet and no response to my emails to CS...
Wanted the prints by christmas.. can u please let me know the status of my order...

Ordered a custom cover book on November 14th and have yet to receive it.

The status has changed from the highly misleading "Printed" to "Received & In Process". I also noticed that my 2-day shipping has been changed to Overnight.

I can completely appreciate the fact that there has been great strain on Snapfish due to the 'Oprah' demand, but the customer service has been far from a great help.

Is there any way to get any detailed information on my order status? I really need to know if it will arrive in time for Christmas, as it is a present.

My Order # is 50622649-04V and my email ceconomos@mednet.ucla.edu

Thank you for your help.

I ordered 2 custom calendars, 4 flip books and 4 printed products... all fell well within the delivery time for Christmas posted on the web site. The account says the first calendar was shipped on 12/10, 3 Flipbooks were shipped on 12/14, and yet only the last book, which shipped on 12/16 has arrived. I put so much effort into custom pieces for different individuals Christmas ---and all I want is for someone to get those items to me so I have Christmas presents for my family.

I check my account every day and it seems that" shipped" information has been changed in the last two days to reflect different dates. I have written to customer service and had no response whatsoever. I have tried to call but can't get through to a human being. What happened to this company?

Order Numbers
56459095-11L
6491226-08