"the absolute worst ever customer service and confusing website. so difficult to navigate and finds what you are looking for. website feels like it was designed by angry people who only want to confuse and frustrate the users"
"I have been using snapfish for several years. Although I think their products are acceptable and in some cases, above average in quality, I think they have one of the worst customer management services. The customer service agents I have encountered, both on the phone and on "live-chat, have little command of the English language and only minimal knowledge of how the site works. I also think the snapfish website is poorly designed and does not function well."
"Beware of Snapfish advertising. I received an email offering 60% off my cart, but when I went to checkout, that was not the correct discount amount. Customer service said the discount was only on the base book and not the additional pages. Obviously the additional pages were in the cart. That was not stated in the e-mail (apparently in some small print somewhere on their website.) I did qualify for a 50% discount, however, it cost me an extra $13 from what I had planned on paying. Unfortunately, I had invested too much time assembling a 120 page book, I was not going to start over with a competitor."
"I ordered graduation invites for local pickup, no problem and they looked great, so when I received an email announcing their new CAP AND GOWN graduation book, I thought I'd give them a try. No cap and gown theme listed when you get to the book creation pages. Live chat and customer service emails totally unhelpful. Finally spoke with someone on the phone who explained that they were having technical difficulties with that offer. They DID generously offer a free book for my troubles, but I think I will just stay with Shutterfly. So far, no problems with Shutterfly service. I guess I want it all; price, quality and service... the reason these companies can offer great products at low prices, is their decision to minimize customer service expense by outsourcing this function to a foreign call center. I guess you get what you pay for!"
"I will never use them again.
Ordered my Christmas cards which were delivered with a spelling error. After calling customer services and barely being able to communicate with the agent(major language issues), I was sent the same cards with the same error again. Had to go to Walgreens for my cards in order to get them out before Christmas. I will never use Snapfish again and would not recommend them to anyone."
"Very disappointing. I placed a Christmas card order on Dec.15th and paid extra for 1 day delivery. The next day I got a confirmation e-mail informing me that it would take 3-5 business day to process my order. When I was designing my card the site did not stated anything about the 3-5 day processing. On Dec. 20th I got a e-mail from Snapfish that my order was ready to ship and they gave me a tracking number for UPS. Since I paid for 1 day delivery I thought I would have my cards on Dec. 21st, well instead UPS quoted a delivery date of Dec. 23rd after 3:00pm. It is now Dec. 23rd 11:24pm and no cards have arrived. This was my first time using Snapfish and this WILL BE MY LAST TIME. Consumer beware!!!"
"I have made a few books through snapfish.com. They have never came to me without an error. The purpose of my writing this review is as follows…. I made a Lay-flat book of my son’s wedding. The starting price was $90. There was a max of 100 pages. I had a 60% off coupon and paid additional money for 2 day shipping. I placed my order on 12/8/13. About 7-10 days later, I began contacting snapfish through email. The reply message was that someone would be in touch with me within 24 hours. I heard nothing. I wrote again and again. I finally received a reply that they credited my account for the cost of this book. I tried to explain, I didn’t want a refund, I just wanted the book!! I heard nothing, I tried the live chat…every time I tried to speak to someone, there was a 30 minute wait. Most times….I got busy with doing something else an missed when the live chat person became available and the chat was ended. Eventually, I waited 30 minutes and finally spoke to a live chat person and was told the book was out of stock! OK….that sure was frustrating…But at this point, if and when this book does become available. I won’t be getting my book….they already issued me a refund AND there is no more 60% offer available. It took me days and hours to complete this book timely by 12/8/13 to take advantage of the 60% off special….and I ordered the book in plenty of times before Christmas. I’m not in a hurry to start over again with another company. I can assure you, I will NEVER use snapfish again. When you have a problem….their customer service SUCKS!! They don’t get back to you!!"
"Snapfish has really disappointed me. They took longer than represented to ship the order which meant we were not going to be there when it gets there. I wanted to redirect the order through UPS but NO ONE IS HOME at Snapfish and no voice communication. They did not give UPS sufficient Billing Info for me to redirect from my end. THERFORE Christmas presents will not be delivered. Bummer. They have lost me as a customer."
"The fact that Snapfish does not have voice-to-voice customer service has taken them out of the running for me. I had several problems with my recent order -- all of them Snapfish's fault -- and could not get any reasonable customer support to resolve the issues. I spent 3 hours using their online chat system to no avail. I'm not even sure if the people to whom I typed ever understood my questions due to the online interface and potential language barriers. Also, they did not have the authority to recify anything directly -- I got cut and pasted answers from the website to questions I wasn't even asking, and seemed to get magically disconnected whenever the conversation got to the level of requesting a refund. At one point, I was able to get one of the representatives to cancel one of my orders. But, he cancelled the wrong order even though I had included the correct order number in my message. When I wrote back about this I was assured that the issue had been rectified. But, ultimately I got the order I had cancelled and (after three hours of online chatting) am unclear as to whether I will receive the order I want. I will NEVER use Snapfish again. I see Shutterfly has a customer service phone number. Being able to talk to a real live person when you need to is invaluable!!!!"
"I spent a lot of time writing captions on each of my 376 pictures from an overseas trip only to have none printed on the back of my photos as indicated on the site. When I called to question why, I was not only spoken to rudely, but was told that Snapfish does not do that. Why then is it an option under edit? Needless to say, I will be looking for someone else to print my pictures."
"I ordered a photo book from snapfish and the site said it would take 3-5 days to send it. Later I saw that it would take about 14 days for the whole process and sending. So they claimed July 2nd it would arrive. Never did. I emailed them and they said that the picture quality was not at a high enough resolution so they could not send the photo book. Never told me anything. Never showed that some pictured had a low resolution. I'm highly disappointed and don't recommend this site for anyone. If for some reason they can't send you your purchase they won't tell you!! Find another site to order pictures and photo books so you can actually be happy with the product."
"The more people know what horrible customer service and quality assurance is available from SnapFish, the better.
I don't understand why they keep showing up in top-five lists -- the cheap prints? The design of their confusing website from 1995?
I had prints sent from their central plant in the past that were good but opted to try the local Walgreens option. NOT a good idea: SnapFish does not honor quality problems (even though Walgreens, Costco and Walmart are offered as options); SnapFish will take your credit card info and show you a price but the reseller is the one that charges you; the color differences between 4x6 and 5x7 are truly awful with huge shifts of color for the same photo.
Contacted SnapFish and got the runaround mentioned by others. They should not offer these reseller services if they cannot back the service or quality. The bait-and-switch approach is very misleading -- it feels like you might be placing a SnapFish order but you are not! Beware!!"
"I purchased a groupon with snapfish for a photo book. When I went to redeem it I couldn't figure it how to apply the $15 to the amount so I contacted snapfish and was told to contact groupon fora refund. I did not want a refund I wanted the order. Horrible customer service and does not honor their sales."
"Worst photo site ever. Software to add photos to books unnecessarily complicated if you just want to do something very simple, like put one photo on each page, centered and always the same size. The software makes you manually position each photo on each page, and you have to manually change the size to the size you want FOR EACH PAGE. Also prices are higher than the competition unless you get a special deal. Shipping uses UPS/USPS Mail Innovations, which is super-slow and doesn't generate a tracking number that is recognized by google, so you have to go through several steps to find tracking information.
On top of that, Snapfish ate up a credit voucher from Livingsocial before I could buy anything (apparently because I cleared my shopping cart to start over), then Snapfish refused to reapply the voucher or give me a credit for it. Customer service reps are in India and only do chat, and play dumb when you try to explain the problem."
"I love snapfish and always have. I needed two canvas photos in time for my Dad's birthday, and realized I wouldn't get them in time. Instead of paying for expedited shipping, I called, they put a rush on finishing order, and I got them one day early (4 days earlier than they were scheduled) -- free! They're awesome. And you can always find coupon codes online!"