Recently, shutterfly sent emails with special promotion codes to offer free calendars, free photo books, free prints, and free mugs, etc into my email address. In Nov. 2011, I contacted its customer services by email to request them to extend three offers for me, then, they did extend them to Jan. 29, 2012.
On Jan. 19, 2012, I contacted shutterfly again to request two more extensions (one free calendar, which was expired on Jan. 18, 2012; one photo book, which was expired on Jan. 11, 2012). A man customer representative picked up the phone. After he identify my information and listened my request, he did extend them to Jan. 29, 2012. But, he told me to hold and I need to talk to headquarter. When I asked him why, he told me that these two offer extensions he just did have been removed by head quarter already. When another lady representative picked up the phone, I asked her why I was transferred to her, and what happened? she just simply told me that no more extension. I thought that was their decision, so, I just told her that thanks.
After I finished this conversation, I shared my experience to my co-workers. Many of them were able to get help from shutterfly customer service to extend their offers as I obtained before. So, I decided to call shutterfly customer service again.
When I called them on the second time, a lady representative picked up the phone, after she identified my information, she asked me why I were calling them, I explained to her that I wanted to get help to extend those two offers. Then, she carefully asked me two promotion codes for these two offers which I received in my email. Then, she asked me that did you call me before? I answered Yes.
After that, she told me please hold and I am going to process your two requests. At that exact moment, I saw three successfully extended offers (expire on Jan. 29, 2012) suddenly disappeared. Then, I was still waiting for her process, and I thought that she may need to delete all offers in my account in order for her to add more. But, she has never talked to me anymore. Instead, another lady picked up the phone, and told me that she cant extend anything for me. When I asked her where all three extended offers were, she told me that she has never seen any other offers in my account. I was very patient to explain to her I want to know what was happening to three extended offers, why they were gone without any explanation, any notice. Then, she kept telling me that she did not see anything, and nothing lost. According to my experience, all customer representatives are able to access all historical offers/records in my account. So, I was very disappointed that she kept telling me she could not be able to say anything lost. Then, I told her I will complaint it to higher level. After she heard I wanted to complaint it, she raised her voice very loudly to ask me: complaint what? Did you lose your project? Did you lose your picture?
I felt that I want to talk to someone who is willing to know the fact and is willing to treat customer with truth, instead of with such rude mode. So, I told her that I want to talk to her supervisor. She asked me to give my phone number and she will let her supervisor call me back. But, I really want to share my experience to her supervisor instead of waiting for phone call. So, I told her that I want to talk to your supervisor right now, and I can wait on the line.
Around 1-2 minutes later, her supervisor (First name: Toya) picked up the phone and told me to give my phone number to her. I was very nice and tried to talk to her, but, Toya kept telling me give me your phone number. I am busy. Then, I told her that I can wait for her until she is available. But, she immediately told me that I have a meeting, do you want to wait one and half hour? Give me your phone number. Her attitude was so bad, and her tone was so rude, she did not perform as a professional supervisor. Right before we finished the conversation, I asked her if she needs any background about this case, she told me that she already read some comments about my accounts, she will do more research.
That was right before noon Jan. 19, 2012 (Pacific Time). I dont know if she had a meeting scheduled or just an excuse to have more time to communicate with other representative about my case.
When I received a call back from her, she first asked me that how can I help you? I was very surprised because I thought she should know my request, that was her reason to refuse to listen to me before noon.
But, I still very nicely told her the entire store and what happened today, including my feeling. I told her that I was very disappointed and very unsatisfied with their attitude and how they handled this case, everyone involved this case was very rude, including her. When I told her that they should not remove three extended offers, specially, the first lady when I called on the 2nd time, she should not lie to me that she wanted me to hold on the line and she will process my two new requests. Her actual action was to remove my three successfully extended offers, instead of processing my new request.
If one or two customer service representative(s) was not well trained, at least, their supervisor should be more professional. But, Mrs. Toya was also very rude in improper manner.
I quickly finished our conversation, and told her that I will share my experience to higher level, and complaint it to consumer affair. She told me that go ahead! When I asked her information, she told me that I knew her first name already, and I am not going to tell you my last name! But, I knew her location is at Charlotte.
If shutterfly customer services reprentative was able to extend those offers, shutterfly should keep their promises. The best efforts should be used to train their representatives to follow their procedures, their guide lines, instead of letting customer suffering such result in such rude manner. If shutterfly decided to take back some offers they promised, they should take more efficient procedures.