CrispyBiscuit Posted December 17, 2015 Share Posted December 17, 2015 I placed my online order with SNAPFISH.com on Friday, December 4th after reading that they said that it would take "UP TO 5 business days" to process/send your order. Here it is TWELVE days later and my order hasn't even been processed much less sent. I've been on the ONLINE chat 4 times over the past 5 days and each time I get the reassurance that they're working as fast as possible (none of reps speak English very well) as they keep saying stuff like, "You don't need to worry since you will get your order within one week of placing order." They each say this even after I explain that I haven't gotten it remotely within one week of placing it! Another rep gave me the run around about how they had an incredibly high number of orders from the black friday/ cyber monday specials and I'm thinking to myself, , "If you can't HONOR your commitments to your customers, then maybe you shouldn't run and accept so many orders!" I have not been able to get any of the FOUR reps I've chatted with (via ONLINE CHAT) over the past week to tell me if I'm a typical case (if there are many people who placed orders Dec 4th who aren't getting their order or if there's something unique/wrong with my case? ) None of the four with whom I've chatted understands/types English very well. You can tell they have NO idea what is my order status and they all say the same pat answers that aren't even applicable to my questions. Here's today's CHAT: ME: Hello. I'm concerned about where my order is. It's order number 000000000000 and I placed this order online on December 4th. My name is _________. It was an order for sixty 4"x8" Christmas Cards. It's been much longer than the 5 business days that was advertised. Can you tell me 1.) do you indeed see that my order is showing up as placed 2.) if there was any problem with my payment 3.) when it will leave your facility ? SNAPFISH: You can be assured your order will arrive on time and within 1 week of placing the order. Me: I can't be assured of that because it has already been MUCH LONGER than 1 week of placing the order and I haven't received it and it hasn't even left your company according to the ORDER HISTORY page on the website under my account page where it says I'll be given tracking information when it ships. SNAPFISH: I apologize but we are working as as fast as we can to assure that your order arrives on schedule and in a timely fashion ME: Ok, so now that it hasn't arrived in "a timely fashion" at all, can you help me find out why? Do you see my order? Can you tell where it is in the process? Can you call someone in that department to check on it? SNAPFISH: All orders are done in order placed and are shipping within 3-5 days of receiving the order ME: Well that sounds very nice, but that's just the problem ---- THIS HASN'T HAPPENED. so now what? ______________ So, here's my plan, if I don't get a shipping confirmation/tracking number by tomorrow, then I'm just going to cancel it and go through Sam's Club to get NOT CHRISTMAS but Happy New Year's cards. never again will I order with them again! Anyone else having this issue? I never could get any of the four of them to tell me if my case was typical (if they're THAT behind) or not. Quote Link to comment Share on other sites More sharing options...
momto3innc Posted December 17, 2015 Share Posted December 17, 2015 That stinks. I have never had trouble with them before. I actually ordered calendars Monday night and they have already shipped...so I think there is definitely an issue with your order. I have done cards before that I made on their site but picked up at Walmart shortly after. Is that an option? 1 Quote Link to comment Share on other sites More sharing options...
Ausmumof3 Posted December 17, 2015 Share Posted December 17, 2015 I have trouble getting their phone software to upload photos. They keep sending emails about their awesome prices and quality and I always think yeah - that would be great if I could actually use it/ 1 Quote Link to comment Share on other sites More sharing options...
Acorn Posted December 17, 2015 Share Posted December 17, 2015 I have a friend in the same position with Snapfish. 1 Quote Link to comment Share on other sites More sharing options...
Slache Posted December 17, 2015 Share Posted December 17, 2015 That chat was with a computer. I can almost guarantee it. Can you call? If not ask to speak with their supervisor. 2 Quote Link to comment Share on other sites More sharing options...
UCF612 Posted December 17, 2015 Share Posted December 17, 2015 I haven't used them but I despise when the people who are supposed to help you clearly don't even read your questions. That burns me up! 1 Quote Link to comment Share on other sites More sharing options...
CrispyBiscuit Posted December 17, 2015 Author Share Posted December 17, 2015 Thanks for this, all of you. I didn't see a phone number but I will look HARD for one and call first thing tomorrow and ask for a supervisor. Good idea. Craziness! 1 Quote Link to comment Share on other sites More sharing options...
mom2samlibby Posted December 17, 2015 Share Posted December 17, 2015 I've never been a fan with snapfish. I ordered my cards from mpix last night and they shipped today. Hopefully, yours will ship tomorrow! Quote Link to comment Share on other sites More sharing options...
forty-two Posted December 17, 2015 Share Posted December 17, 2015 I had difficulties with ordering pictures online (from a different company) where it seemed like my order was just in limbo like that, and it turned out to be issues with permissions - my dh had faxed the release form and the name on the fax didn't match the name on my order, even though the order numbers were clearly marked. I emailed on all three of the orders after three weeks in limbo and got back one "fails reading comprehension" pointless response, one response that at least sort of grasped my question but had no helpful answer, and (thank goodness) one on-point helpful response that explained the permissions issue (even though they couldn't *fix* the permissions issue). Quote Link to comment Share on other sites More sharing options...
CrispyBiscuit Posted December 17, 2015 Author Share Posted December 17, 2015 I'd never considered that I wasn't speaking to a real person on the LIVE CHAT, so when the PP suggested this, it got me more curious so I got on LIVE CHAT again to test it. Here's how it went a few minutes ago: Naveen S: Hi, my name is Naveen S. How may I help you? me: I am wondering if I'm the only person who has placed a Christmas card order on December 4th who hasn't received it (because it hasn't even shipped from you)? me: I had a lady tell me that she ordered a calendar from you four days ago and it arrived to her today. me: I ordered 12 days ago. (long pause, heard nothing from him so I asked "Hello?":) me: hello? Naveen S: I am sorry to hear that. Please kindly hold on the chat for a minute, meanwhile I look up the information. me: ok Naveen S: We are currently experiencing some slight delays with card orders due to unprecedented volume. We apologize for any delay and are working hard to get all orders produced and delivered to customers as soon as possible. As soon as your order ships you will receive a shipping confirmation email. In the meantime, we sincerely appreciate your patience and understanding. me: Can you find my order number? (I asked this to see if he had even looked me up at all -- he had my name --- and to test if he was even a real person ....got no reply to these questions).... Naveen S: We are experiencing a high volume of card orders with our production facility and greatly apologize for the delay with your order. Please do not worry about the arrival of your order. We are processing as quickly as we can the delayed orders and will expedite shipping at no cost to you so the orders arrive within our original processing and shipping estimates. When your order ships you will get notification that will include the tracking for the order. me: What is my order number? Naveen S: Again, we are sorry for the delay. We know how important it is for your Snapfish orders to arrive in a timely fashion during the holidays. We are doing everything possible to make sure this happens. We are thankful to for the order and pleased to serve you and hope that your shopping with us will continue in future also. me: Do you speak English? me: Can you give me a phone number that I can call tomorrow? Naveen S: If you would like to talk with someone on the phone, please call our phone number. Call 18005588224. Naveen S: We appreciate you being a wonderful member of Snapfish. Please take a moment to complete our Customer Satisfaction Survey once the chat has been closed, it is just three questions. Thank you.Thanks for chatting today. Goodbye and have a great day. Naveen S has disconnected. (he hung up on me! He posted the last 3 sentences within 1 second of each other then a second later, disconnected abruptly) So, out of this useless "chat", at least I got a phone number.....Oh well....enough on this subject......just frustrating. Thumbs down, Snapfish. Quote Link to comment Share on other sites More sharing options...
TrixieB Posted December 17, 2015 Share Posted December 17, 2015 me: Can you give me a phone number that I can call tomorrow? Naveen S: If you would like to talk with someone on the phone, please call our phone number. Call 18005588224. Naveen S: We appreciate you being a wonderful member of Snapfish. Please take a moment to complete our Customer Satisfaction Survey once the chat has been closed, it is just three questions. Thank you. Thanks for chatting today. Goodbye and have a great day. Naveen S has disconnected. (he hung up on me! He posted the last 3 sentences within 1 second of each other then a second later, disconnected abruptly) So, out of this useless "chat", at least I got a phone number.....Oh well....enough on this subject......just frustrating. Thumbs down, Snapfish. I hope you got to take the customer DISSATISFACTION survey... Quote Link to comment Share on other sites More sharing options...
Incognito Posted December 17, 2015 Share Posted December 17, 2015 (edited) I think it is an issue with their cards this year. I have heard some friends rumbling about it too. I had a blanket ordered and delivered very promptly. Stinks that you've had troubles. I had some card troubles with them last year, but it was an address issue, not a printing/sending issue. Generally, I find Snapfish to do a decent job and have quite good deals. It didn't work well with cards to order with a deadline, though. Edited December 17, 2015 by Incognito Quote Link to comment Share on other sites More sharing options...
Slache Posted December 17, 2015 Share Posted December 17, 2015 Yay! A phone number! I sincerely didn't expect that to be so easy to find. Enjoy talking to Edward in India. I hope the phone call is short and simple. Quote Link to comment Share on other sites More sharing options...
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