Read the reviews below to see the experience other people have had when dealing with customer service from Snapfish.
I am not a happy customer. I need to talk to someone about why ADD TEXT is written across what I typed. I don't want to place an order until I know it won't appear on my cards like that. I tried your 800 number, which took me to something for Medicare. I would very much like to talk to an agent.
That phone number goes to something super sketchy, definitely not Snapfish. And the support email address doesn't work.
I just placed an order, got no confirmation email, it says my new login information is invalid, when I try to reset the password the email with the code never arrives. And you can't use chat without logging in. So I guess I'm out of luck.
Guess I'll re-order the same item from Walgreens so that it might actually arrive, and never ever use Snapfish again.
I have been having a terrible time contacting SNAPFISH. Their live chat doesn't work, the phone numbers don't work and there is no e-mail address. I received a photo canvas order that has a deep crease across the top of our faces and the canvas was not stretched properly. I am so disappointed. I have ordered may photos and books from them in the past that have been very nice. But I am so upset I can't even talk to them about the problem with this order. I probably won't use them again.
Date of experience: August 18, 2023
SnapFish is unreliable and lures customers into ridiculous add-on fees (including astronomical shipping fees). After spending 8 hours perfecting our holiday cards, I go to check out. This was on Nov 28th. The delivery of my cards with the 'econ shipping' of $20 wouldn't get the cards to me until Dec 22 (almost a MONTH after ordering). Of course, they don't let you know this until you are in check out and the only option is to pay an extra $50 for 'expedited shipping' which gets the cards there in 2 weeks. Asinine and VERY dishonest of SnapFish. Costco is way cheaper, more reliable, and comparable quality. Contacted customer service within 24 hours of order and they refused to help.
Customer service is NONEXISTENT. Live Chat employs NON-ENGLISH SPEAKERS; they "respond" even to basic questions with generic, irrelevant scripts. I've spend HUNDREDS on this site in the last few years, before customer "service" reached its current abysmal state. Evidently Snapfish only wants customers who are non-English speakers.
I created 4 picture books for Christmas gifts to our children. Once they arrived, there were several pages that the photos were ORANGE! I called customer service 3 times to try to correct this problem and they kept assuring me it was personally handled-IT WAS NOT!!!! So I now have 12 books that I was ASHAMED to give our children!!! My photos were great on the review but printing was awful! I'm VERY hesitant to use this website again. In trying to start another book now in February, I cannot get photos to upload to their site-MORE anguish with them!
I am so tired of speaking to customer service reps who are not native english speakers. There is definitely a communication issue when speaking to someone in a completely different culture. Which leads me to an issue I am having with Snapfish. I recently ordered 76 coffee mugs. I placed my image well within the required borders. When I received the mugs the borders were not correct. They were not equal distance from the top and the bottom. I reported this issue to customer service and informed them that there was a production issue. The customer service rep just placed the order again and did not bother to check with the production department to resolve the border issue. I again received 76 mugs with border problems. Snapfish has now printed 152 mugs which I cannot use. After receiving the reprinted order, I again called customer service. I decided to change my image and make it smaller than I actually wanted. Snapfish printed one more mug. I received the mug and the border issue has still not been resolved. The image is 1/2 inch from the top and 3/8 inches from the bottom. NO ONE has resolved this production issue. And it is impossible to find someone with the where with all to resolve the problem. I have spend hours on the phone in an attempt to get the issue resolved. I even called the corporation office number and had to leave a message....no human manning that phone.
I'd like to write to you to express my concern for how awful I was treated by your customer service department, and how upset I am that all of my work was lost on my photobook.
This past year I spent months working on a huge book, it was a 12x12 book, with over 1000 pictures and over 90 pages, I selected each background and placed specific embellishments on each and every page. I was planning to order this for Christmas, so the day before the cutoff for Christmas Gifts I was finishing up and minutes away from putting it in my cart and there was a technical difficulty' on your end, all my backgrounds turned gray and my embellishments were all gone. I contacted support immediately, they told me to wait 2 hours and my stuff would be back. It was late and I waited until the morning, nothing was restored. I contacted support again, I let them know how important this project was and they told me they needed and expert to look at it. After days and about 5 attempts to get help, I was told sorry you'll have to redo all your work' they did assure me that this time they wouldn't lose anything. I was so upset (and still am) because this was months' worth of my time just lost, and most importantly there was no way I'd have this book by Christmas.
I was so upset I wasn't even going to bother, but I decided that I would finish it, since it was important to me, So on the 30th and 31st of December I sat in my house and spent about 15 hours redoing all my work. As I did this I found that the book was not ok, I was not able to shuffle my photos because there were place holders for the lost embellishments, and the shuffle feature would not put pictures over them. They did not show up on the edit screen so that made them impossible to delete. At this point I did a live chat, huge mistake on my part, the tech was awful, I was on that chat for about 45 minutes, the person was unhelpful and incompetent; he kept saying to me we are not able to retrieve your stuff, you have to do it again'. I was completely aware of that, actually that was exactly what I was trying to do, I explained a few more times the problem with the place holders, he told me click on them and delete them'. I have been making books on your site for years, I'm well aware of how to delete things. I explained again that I was not able to and why, he then sent me a screen shot of text and told me he was able to delete it. I'm not sure why he would want to delete text that was visible, but I was trying to delete the place holders for the embellishments that were lost (at now fault of my own), text and embellishments aren't even the same thing. I finally told him to not do anything to my book, I would work around this because I absolutely did not want my work lost again, and since no one at your organization seemed to care about me as a customer I knew if my data was lost, I'd be out of luck.
As I continued to work on this book, I noticed that on pages that I'd already completed pictures were randomly being deleted, and now there were gray boxes where they used to be. I was on page 70 and pictures were being deleted from page 3. Finally I got things back to how they were before the disaster that ruined my beautiful Christmas gift. I was able to place the order and am now hoping that there are no issues with printing or mailing it to me.
Although this experience has made it clear to me that Snapfish is not a company I want to use for my printing and photo gift needs, if you take a look at my account you'll see I was a very loyal customer for many years up until today. Hopefully you can correct this behavior and get a better backup system in place so that others don't have these issues. Also I work in IT, I've been a successful Network Admin for 20 years, a company your size should have backups and the ability to recover lost data. Even if my work could not have been restored to the moment it was lost, there is no reason that my data wasn't able to be pulled back from the previous day. I'd love to share the chat log with you from the 30th so you can see just how terrible the support is that is being provided by your staff.
Thank you for your time,
Raelyn LeRoy
Attached is a copy of a transcript between myself and one of your web -customer service folks. Thursday Feb 25 approx. 5pm till 5:40pm -- Eastern time - Ontario Canada
This conversation took about 40 minutes.... what too long and feel like this person was multitasking .... and not giving me their attention.
Banu (Listening)
Banu: Hi, my name is Banu. How may I help you?
Walter Ertsinian: Hello..
Banu: Thank you for contacting us through Snapfish Live Chat. I am happy to help you today.
Walter Ertsinian: Back on Dec 7, 2015 I placed and order and I have not recieveed it yet. can you help
Walter Ertsinian: hello... you still there ?
Banu: I am very sorry to hear that, It would be my pleasure to help you. Can you please help me with the order number?
Banu: Yes, I am with you Walter.
Walter Ertsinian: I typed the order # when I connected to you folks with my name... do you see it ?
Walter Ertsinian: # 4208058021-05M
Banu: Thank you for providing the order number.
Banu: Please kindly hold on the chat for a minute or 2, meanwhile I look up your account.
Banu: Thanks for waiting.
Walter Ertsinian: welcome
Walter Ertsinian: So , what did you find to be the problem with my order ?
Walter Ertsinian: it's been like 11 weeks and it should have arrived by now...
Banu: I checked your account and I see your order was not processed due to some technical issue.
Walter Ertsinian: I was going to do another order but I've been waiting for this order to come in and now the time limit from my McDonald's winning has expired.
Banu: Yes,we are very sorry for this unacceptable delay,but we assure you that it will be delivered very soon as I had resubmitted the order just now
Banu: Once the order ships you will receive a confirmation email regarding that
Walter Ertsinian: what was the technical issue that would cause this extreme delay in completing the order.?
Walter Ertsinian: You folks are usually pretty good.
Walter Ertsinian: Pretty good on completing orders in a reasonable timeframe.
Walter Ertsinian: What is the new time frame for me to get this order in my hands or at my home.?
Walter Ertsinian: Again, What was the technical issue that would cause this extreme delay in completing the order ?
Walter Ertsinian: Hello are you there .?
Banu: Yes, I am with you Walter and Sorry for the late responce.
Walter Ertsinian: DO you have any answers to my questions ?
Banu: Yes,
Banu: 2-Day Shipping UPS or FedEx: Estimated total order time 3-7 business days.
Banu: You will receive the order within 3-7 business days.
Walter Ertsinian: What was the technical issue that would cause this extreme delay in completing the order ?
Banu: As if now we dont have any information about the order but dont worry you will your order very soon.
Walter Ertsinian: OK - I guess.
Walter Ertsinian: Thanks 4 your help.
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Walter Ertsinian: don't really like this live web help
Walter Ertsinian: like as if your not connected to me.
Walter Ertsinian: prefer a phone next time to follow up.
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Walter Ertsinian: Guess that's it......... you don't say bye.
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Banu: Thank you soo much Walter and have a great sleep.
Walter Ertsinian: I've copied this message and will like to forward on to another representative.
