Very frustrated with Snapfish!!!!

[momsavealot]

I can't tell you how much time I have spent on this free photobook offer. When I saw the free shipping thing yesterday, it said nothing about "not being applicable or combined with the free photobook offer". So, I busted my butt trying to finish it (1st time making a photobook) and then it took me a couple of hours last night to checkout. It was so slow and kept bumping me out. The frustrating thing was that it wouldn't tell me what the problem was. I finally had to go to bed so I just used the Free shipping and got charged for the photobook - I figured I could clear it up with customer service today. Well, today, I tried to see the customer service link and ran across a big thing on the Oprah offer and how you can't use any other code like free shipping or the free photobook will not show up in your cart. I guess I missed that but it would have been nice to see something like that on the checkout page or the free shipping offer/email or when I clicked on the "redeem free photobook offer" a million times last night. I think the whole thing is utterly confusing (and I do a LOT of shopping online) and their whole site needs a good revamping. I know they thought they would get all these new customers with this offer, but I have to say honestly that I"m not at all impressed. Now, I have to go call customer service (if they even have a phone number) and straighten this mess out. From what I see on other threads, they may have turned more people off than on with this offer! Sorry for the rant!

 

[TnTWalter]

I completely understand your frustration.

However, they did have a link to 'Help with the Oprah book' that stepped you all the way through the process and explained you could not combine with other offers and the credit wouldn't show up until the last page at check out.

I thought I could do free shipping also and spent most of the evening doing the book only to finally get angry enough to click customer support. I then read through the step by step and learned that darnit I couldn't get it completely free. LOL.

So then to get the free shipping I spent another 2 hours uploading pictures so I could order prints with free shipping. UGH.

If you were charged $29.99, I'm sure you can get that refunded and hopefully they'll surprise you with a credit for your trouble!

I will say in their defense [because I was so frustrated when the offer first came out and gave up] that the fact that they extended their deadline for the Oprah book because of the overload on the website impressed me.

Trish

 

[taximomfor4]

OP, I started the process with the free book, put in free shipping code, THEN read about the free book offer. Noticed you can't combine offers. So I started another photobook (took hours). Then deleted. Then made sure it's showing free photobook. It was. I saved, and went back after putting kids to bed. Went to checkout, it didn't show free book. Read the instructions again, and saw that it won't show free until confirmation page. So I put the cc# in, etc. And was charged the full price, with free shipping. I think cookies on my computer or something got scrambled.

I looked for a way to cancel the order and re-do it, but I can't find a way. So I just emailed them, with my order #, and briefly explained, and asked them to charge my cc$ only with the shipping amount, not the photobook amount...or if that wasn't possible, to just cancel my order.

Bummer.

 

[kwhite1022]

Im sorry you had issues with the system.

I will say that I was able to create mine with out any problems, and recieved it in the mail earlier this week. I think its a great product.....with this kind of offer, but mostly what I learned was that I would never pay full price for this item. At the most its would be worth $15 with shipping included. If they were to lower their price to that, Id think about buying more for family members.

So all I learned about them from this "offer" was that they are way overpriced.

 

[An_Island_Girl]

I just checked on my order, and it now says "printed". Hopefully it will be shipping out shortly.

I too noticed ahead of time that you could not enter any type of promo code with the free book offer. It was written in the accept term section when you clicked through the Oprah free photo book link.

 

[momsavealot]

Okay, I called customer service at 9:16am (they open at 9am) and the recording said that the waits are over 1 hour and to use their website instead. UGH! So, I sent an email to just charge my shipping but apply my free book coupon. Let's see if this works.

 

[richmond282]

The coupon code for free shipping specifically states on their website that it can not be combined with other codes. Good luck getting it all fixed.

 

[cole6179]

I didn't try to use the free codes, but when I clicked through I was charged full price the other day. I had sent an email, but was antsy, so I got on their live help. I waited a bit, but I was surfing online anyway. They were very helpful in adjusting my order. I even got a response to my email the next day saying that they already see an adjustment, so they are reading them!

I think they are doing very well. You know since it's an OPRAH promo that they are being slammed and you certainly can't blame them for that. Plus, even more are probably ordering since it is close to the holidays. (Bonus to us that order them for Christmas presents)

 

[jessica52877]

I uploaded pictures yesterday morning but then at checkout was charged shipping. This happened last time they did free shipping. Last time they refunded my shipping with an email, we'll see what happens this time. I usually don't have any trouble with them but was a little upset the other day when I bought more photo credits and had coke ones and they used my bought ones first. Guess it doesn't really matter but hoping having free coke photo books doesn't mess up this photobook either! Seems like a big mess right now. Oh, and it took me over an hour to just check out last night!

 

[zbugs3mom]

I too rushed last night trying to get my book done. When I checked out, I put in the free shipping code as everything else I read said the book would automatically applied at checkout review. I was charged for the full amount of the book, so I called customer service and got the same recording about an hour hold time. I waited 20minutes when I got a representative. He told me that the credit did not apply because I used the free shipping code and the offers cannot be combined. He then asked if I wanted to use the free shipping or the free book? Well, let me think, save 6.99 or 29.99?! Obviously I chose the book, so he credited my account with $23.00 since $6.99 had already been deducted off my order. He gave me a confirmation number and sent an e-mail almost immediately following our conversation. I am now wondering if the 20 cards for 20 cents will be worth the shipping since I couldn't combine the 2 last night either.

 

[Grumpy's Gal]

I signed up for the book last week BEFORE the offer was over (on Friday is when I sigend up) and when I was gone for the weekend and came back, my free offer is no longer in my account.

I've emailed them -- we'll see what they say. I am very frustrated!

 

[thewesterberg]

I ran into a problem yesterday with the book I ordered. It didn't take the code and apply it to the book. As I read this thread, I think I figured out what happened - I also ordered the cheap Christmas card photos and by putting that code it, probably kicked the Oprah deal out.

I e-mailed them thru the site yesterday after being on hold for 10 minutes and I had to go do some other things, and not wanting to wait that potential hour. But I tried calling this morning right as they opened (9am eastern) and I only was on the phone for a total of 15 minutes from start to finish. She credited my card the price of the book, no questions, no problem.

So despite the hiccup, they did handle it well.

 

[bumbershoot]

For those where the free book code disappeared, that happened to me too. I used Live Chat and they credited me with a free book before I was even done telling them what happened.

I have a feeling their system screwed up. Do Live Chat!!!!! But listen...there's no sound on Live Chat to let you know an operator is online with you, so check every minute or so. I almost "lost" my operator b/c I wasn't checking often enough!



But regarding the free shipping offer, this is straight from the email I got:

* Offer is for new and existing customers and is for mail order only. Customers must enter coupon code SHIPALLFREE in order to get standard free shipping on their order, doesn't apply to print to retail, frames, photo skins or custom-labeled beverages. Coupon can only be applied to 1 transaction and only 1 time per customer. Offer expires 11/18/2008.

** This offer applies only to customers in the United States. Offers may not be used in conjunction with any other offer or promotion. Each coupon code may be used more than once but only for the product or products applicable in the specific promotion. Offer expires 11/30/2008.

 

[jenjersnap]

I am so happy there has been resolution on the free book code offer. Mine too disappeared and I am ready to order my book. Thanks for posting about the Live chat!

 

[bumbershoot]

You are welcome!


The backstory on what happened....I was making my order and was going through the shopping cart. As I clicked what should have been the last button, an error message came up, that there was a problem with a photo. I had been virtually wrestling with that photo for no apparent reason the whole time I was making the book, so I just deleted the picture and put another in its place.

Then I went back through to make the book was good, added it back to the cart, and went to order...ah no, they wanted 40 something bucks. Checked my account credits, the code was GONE.

I nearly fainted. I had been working so hard!

It was 21 minutes after they closed for the day (Sunday), so I couldn't call the number in their Contact info page. I kept using the email form, but putting my whole story was way too long for their 240 character limit, and when I shortened it enough I got NO indication that anything was being sent.

So the next day, after working for hours the night before on a different site for a free book (http://inkubook.com/getaddresses/ but it's one of those things where someone else has to join after signing up from the link you send through their site, blah blah) I called, the wait was going to be very long.

Then I saw the link to the live chat, did that, and yay!

There was no explanation, just "I've credited your account with a free book, please fill out our survey", and that rep got a 5/5 and an Excellent from me.

 

[travelgirl06]

I am now wondering if the 20 cards for 20 cents will be worth the shipping since I couldn't combine the 2 last night either.

I priced these with shipping (since the fact that offers can't be combined is written on both ads, I believe), and they came out to $3.49 (I think). This seems reasonable for 20 cards to me.

While I think it would be awesome if they offered all these freebies/cheap deals and free shipping, I don't see how they would make any profit off of it. Their shipping rates can be a bit on the high side (especially considering they are sending you photos aka paper), but overall I think they do a nice job. The free photo book was a great promo, and while I haven't received mine yet, I'm sure it is at least worth the $7 I paid to ship it.

 

[mafibisha]

Oh can someone please tell me how/ where to find 'live chat'? Do I have to be creating something to see the link?

 

[ah1126]

I did the same and hurried to finish and order last night. I got charged for the book and got the free shipping. I was pretty mad and tried calling last night, but gave up before someone answered. I didn't send them an email, but had the only response I had recived is that they had recived my email. I was going to just give up, but saw the posts on here and decided to try calling again. The lady on the phone said she would be able to cancel my order, then I could place a new order and use the book credit. (While talking to her my phone died...) I just called back and she did cancel my order! I just wish there was a way to cancel orders online, even if there was a time limit. Good luck to everyone!!! And thanks for not letting me give up and just pay the $31.

 

[bumbershoot]

I priced these with shipping (since the fact that offers can't be combined is written on both ads, I believe), and they came out to $3.49 (I think). This seems reasonable for 20 cards to me.

Yipes! My shipping was 5.99 plus tax on the worth of the cards!

Oh can someone please tell me how/ where to find 'live chat'? Do I have to be creating something to see the link?

It was just *there* on Monday, over to the right of the page. I'm looking for it now...

FYI here are hours and phone number:

Phone: 1-800-634-4500 (for U.S. customers only)
Fax: 1-415-979-3758
Monday to Friday - 9am to 11pm EST
Saturday and Sunday - 9am to 5pm EST

Nov 17th - Dec 23rd : 9 AM to 1 AM EST (Monday to Sunday)

26th Nov: Extend till 5 PM PST (11 PM EST) Thanksgiving EVE / Thanksgiving

24th Dec: Extend till 5 PM PST (11 PM EST) Christmas Eve

25th Dec: Closed for Christmas

31st Dec: Extend till 5 PM PST (11 PM EST) New Year's Eve/ New Year's Day



Gosh, I can't find the Chat right now! On Monday I had tried to send a few emails, and I was on the phone with them, and either I noticed it OR it popped up on the screen.

I'm sorry I can't help better than that.


But it does look like they are still open tonight for phone calls! (Nov 17th - Dec 23rd : 9 AM to 1 AM EST)

 

[travelgirl06]

Ok, now the shipping (for the cards) is showing up as $5.99. I am pretty sure it was under $4 the other day; for $4.00 the cards were a deal to me, for $6, I'm not sure. $6 in shipping is ridiculous for what will essentially be a flat envelope! Hopefully I just misread the other day, but if they did raise the shipping price to deal with the $.01 cards, that is pretty lame, in my opinion...