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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


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