I was charged $14.95 for the past seven months without my consent.

Snapfish will always, ALWAYS gouge you on shipping charges. A little stack of 20 4x6 photos does not cost $3 to ship. A coffee mug weigh 14 ounces does not cost $6 to ship (and mine came in a cheap styrofoam block taped shut, wtf is that?). A small desk calendar does not cost $6 to ship (it comes in a cheap cardboard envelope). No matter what you order, expect shipping to be very, very unfair and ridiculous. The quality of their products= excellent. The price of their products= good. The shipping costs= outrageous (which kind of cancels out their prices being good). I was told before I placed my order that they can't send the mug with the calendar because they have "separate processing times, and therefore ship separately." Both items were processed and shipped the next day, and I got confirmation emails for each item within minutes of each other, and of course they were delivered to my home the same day.

As much as I love their products, I won't be ordering from Snapfish anymore because of their absurd shipping charges.

I have ordered 3 orders of test prints to see how my 4x6 photos would turn out for a photo display I'm doing for my wedding. Every order has come back cut 1/8 inch too short on one edge, making one of the borders 1/8", the rest 1/4".

I've reported the issue multiple times through the help form on their site. (They don't appear to have a way to reply to a ticket, you only get one shot at a reply from the online form.) Every time I get an email that says that I either need to crop them to be 4x6 (I did), that I need to be sure not to select True Digital (I didn't), that it sounds like a cut problem and here's a credit for 15 prints (Cut problem? YES... but still had the problem again later), or that they're sorry I wasn't able to receive True Digital prints and that they're still improving the functionality (I didn't want True Digital prints, I want 4x6, which I have yet to receive.)

After many rounds with the online form, today tried the online "live" chat. This is definitely not "live". Much like the online form, it would seem that I was essentially starting over every time they sent a response. Then I was cut off.

Here's the text from the online chat with a few privacy-protecting replacements. Note... there's no timestamps here... This took place over the course of an HOUR. So if it seems like I was frustrated quickly, try to keep the time span in mind. :)

****

Hi, Welcome to Snapfish Live Help. How may I help you today?

You are now chatting with 'Sai Kiran'

Sai Kiran: Hi,

Sai Kiran: Welcome to Snapfish Live Help. How may I help you today?

Me: Hello. I have ordered multiple rounds of test prints recently to try to sort out the issue I'm having, and nothing has worked

Me: Basically, the pictures are being cut too short.

Me: I order 4x6, perfectly proportioned for 4x6, with borders on, and I get exactly 1/4 inch on three sides, and 1/8 on one side. The pictures are not physically 4x6.

Me: and thus the borders are uneven.

Me: I've been told it's "Digital TruePrint" but I have specifically ordered them to not be those, I've cropped all my photos to exactly 4x6 proportions, and I've selected 4x6 as the size I want. But I'm still getting 4x5 7/8 photos.

Me: and I'm running out of time to make my real order.

Sai Kiran: May I know the order number.

Me: Sure...

Me: The latest one is --[order #]--. The last two were --[order #]-- and --[order #]--. All were selected as 4x6 each time, the most recent order was cropped to be exactly 4x6 to be sure that wasn't the problem.

Me: however looking at these, it's definitely the cut. I'm sitting with a ruler and they are not 4x6.

Me: It's been the same edge every order. too.

Sai Kiran: Please give me a moment.

Me: sure

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Me: No problem.

Sai Kiran: I'll be right with you.

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry that all of your images weren't treated as Trudigital. Digital images aren't always identified by our Trudigital function even when they are taken by the same camera. I'm sorry for that. We are working to improve the Trudigital function.

Sai Kiran: If you are not happy with the print preview cropping, you will need to crop the images in your account. It's best to do this before you place the images in your cart. You can go to fix/enhance and then edit and then crop. The print area will show up on the photo and you can move the area as you'd like.

Me: nono

Me: I did not want True Digital

Me: I want to know how to make them actually BE 4x6

Me: Note that viewing the preview makes everything look fine in the photos

Me: the actual physical photos are not cut properly, on my last 3 orders

Me: and it has nothing to do with how the images are cropped. The photos are fine, the physical paper is cut too small, and the borders are uneven. The physical cut is wrong, on three separate orders.

Me: and the borders being uneven are the result of the cut, not the photo.

Sai Kiran: I'll be right with you.

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Sai Kiran: I suggest you to crop all the photos in 4 x 6 as I see you have 4 x 5.3 true digital .

Me: I did crop everything in the last order to 4x6

Me: every single one

Me: where are you seeing 4x5.3 in the last order?

Sai Kiran: I'm sorry .

Sai Kiran: How many number of prints are unsatisfied .

Me: I'm not looking for a credit. I'm trying to figure out how to make photos come to me in the 4x6 size, because it clearly has nothing to do with how I order them. Something is wrong at the facility that is cutting my photos, and I want to know how to get it fixed. I have an order of 400 that I'm trying to test for and I'm running out of time to get it. I've ordered 3 rounds of test prints so far and none have come back 4x6

Me: I've already been through multiple help tickets, all just telling me to preview the photos, or make sure they're 4x6, etc. None of that has made any difference in the physical cut of the photos. They all preview perfectly.

Me: I have yet to receive anything that looks like the previews, because the left side (on horizontal pictures) is always getting cut wrong. Bottom side on vertical pictures.

Sai Kiran: I'll be right with you.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Sai Kiran: This is an issue where the aspect ratio (height vs. width) of your digital photo file does not match the shape of a standard 4x6, 5x7, 8x10 sheet of photographic paper.

Me: NOOO

Me: Oh my god, I said that already...

Sai Kiran: In cases like that, our automated system must crop your image, and it will always crop "to the center".

Me: I made 4x6 images.

Me: This has NOTHING TO DO WITH THE IMAGE

Sai Kiran: In cases like that, our automated system must crop your image, and it will always crop "to the center".

Me: This has EVERYTHING to do with the size of the physical paper

Sai Kiran: If you are looking for a 4 x 6 size I suggest you to crop them.

Me: I DID

Me: I DID I DID I DID

Me: And I SAID THAT ALREADY

Me: The physical size of the paper is TOO SMALL. I am not receiving 4x6 prints. I am NOT selecting True Digital. I am NOT having trouble with the crop of the photos. The preview looks fine.

Me: This is the actual paper is getting cut TOO SHORT

Me: and cutting off much of one of the borders

Sai Kiran: Thank you for waiting. I'll be with you in just a moment.

Sai Kiran: I'm sorry for the delay. I'm still investigating your issue.

Thank you for chatting with us. Please click the "Close" button on the top right of the chat window to tell us how we did today.

[[No further input from my screen was accepted.]]


I then tried phone support. She told me I need to edit every photo using their cropping tool. First, that's awfully time intensive if I have hundreds of photos to print (which I do). Second, I told her that the photos preview fine, with 1/4 inch border on each side, and when I receive them, I get photos with 1/4 inch border on 3 sides, and 1/8 inch border on one side. That if this were an issue with the order itself, the borders would all be 1/4 inch, but the issue is with how they are cut at the physical photo printing location. There was a long pause, and then she continued to tell me how she could walk me through placing an order. Having already been through that with the online form support, I hung up.

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.

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 moron. 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.