Has your Snapfish order been canceled?
Well, I have been bombarded with emails from readers in the last 24 hours letting me know that their recent Snapfish orders (free dog leash or free coasters) have been canceled. In these emails, Snapfish states that they have a “depleted inventory” or that these were “expired offers”. To make up for this frustration, Snapfish is offering to provide an alternative item (like a mug or greeting card) which is of much lower value and requires that you pay shipping! So frustrating!! I am so sorry for all of you that took the time to order these products only to find out that your orders will not be honored.
Thanks to Nicole over at Nicole’s Nickles, here is a suggestion for how to proceed…
- Login to your account and contact Snapfish via their Live Chat option (The Live Chat option can be activated by clicking on the help link at the top of the page and then clicking on the right hand side where you see information about Live Chat; if the button does not come up right away, keep refreshing the page.)
- Inform the Live Chat rep that you are not receiving what you ordered, that you did not sign up for the item they are offering, and that you want an item comparable in value to the item you originally ordered PLUS free shipping (Be sure to have a comparable item selected because you will most likely be asked what item you had in mind).
On side note, I have posted quite a few Snapfish deals previous to these and have always been pleased with the quality and price. One of my favorite deals was the awesome Photo planner for ONLY $1.49 shipped. With that said, I hope Snapfish learns from this experience, so I can continue posting their great deals (that DO work out).
Oh no:(
We do have until sometime in 2011 to order the replacement. MIne was a photo mug. Maybe in the meantime they will come up with a free shipping code!
did they cancel all orderes or just some… ??
I’ve seen post where people did get the dog leash, so once they ran out all of the orders were cancelled that they were unable to fulfill.
They offered me 1 free greeting card in place of 6 coasters. Are you kidding me? I sent them an email saying I wasn’t happy. We’ll see what they say….
They offered me the same thing!!!
honestly you are seriously going to act like that? You were already getting something for free and free shipping. Just let it go and maybe something else will come later down the road. Geez 🙁
Jenna – it’s not about it being for free. The time that it takes to upload photos and make the project is what is bothersome. I do not get upset when I get an email from a freebie I signed up for (that took me 1 second), and they don’t have enough, but this however is bothersome. They will get more in, so they could have sent an email saying the order will just be delayed. I do not feel it is Collin’s fault at all, which is why I didn’t email her and bother her with it, but don’t reply to a thread where we are just voicing our dismay about a company that has let us down please. You seem appauled that we would even be both
Jenna – it’s not about it being for free. The time that it takes to upload photos and make the project is what is bothersome. I do not get upset when I get an email from a freebie I signed up for (that took me 1 second), and they don’t have enough, but this however is bothersome. They will get more in, so they could have sent an email saying the order will just be delayed. I do not feel it is Collin’s fault at all, which is why I didn’t email her and bother her with it, but don’t reply to a thread where we are just voicing our dismay about a company that has let us down please. You seem appauled that we would even be both
Jenna – it’s not about it being for free. The time that it takes to upload photos and make the project is what is bothersome. I do not get upset when I get an email from a freebie I signed up for (that took me 1 second), and they don’t have enough, but this however is bothersome. They will get more in, so they could have sent an email saying the order will just be delayed. I do not feel it is Collin’s fault at all, which is why I didn’t email her and bother her with it, but don’t reply to a thread where we are just voicing our dismay about a company that has let us down please. You seem appauled that we would even be both bothered about something like this.
When I checked the email account I used to create the new account to get this deal, I saw that my order had been cancelled. I contacted them through live chat and they credit my account for the photo dog bowl that is also listed at $19.99. Once I placed the order I went back to live chat and they refunded my shipping charges, so essentially I got the same value as my original order. I was looking forward to the cute leash but I think the dog bowl is just as cute too! At least if you contact them, they are willing to make things right.
i did the same exact thing! i like the dog bowl better then the leash anyway!
I did the live chat at 630 this am and got a credit for a wall calendar at a 24.99 value. Good luck!
We ordered several photo books in December. We got our books, however we also got a book intended for someone else. I hope those people eventually got their book!
This may seem long, but I just finished my live chat and I think I may still be getting the leash. This was a very frustrating chat, but thought I would share so everyone else knows what to ask for in hopes of getting the order filled. Here is a copy of how the chat went….
Hi , Welcome to Snapfish Live Help. How may I help you today?
You are now chatting with ‘Rajesh’
jen: I clicked to see the status of my order.It says it will be shipping on Feb 23 but next to that it says cancelled. I did not cancel the order and I want to make sure it is shipping
Rajesh: I will check your account details. Kindly hold on for a moment.
jen: order number is 305190026-06G
Rajesh: I am sorry currently we are running out of stock for dog leash order so that order was canceled .
jen: Why was I not notified and can it just be placed on back order for me? I am happy to wait until there is more stock
Rajesh: I am sorry for this. You need to wait for few more days and then need to place an new order again.
jen: Will the promotional codes I used still be valid? I would like to take advantage of the same offer I had. Again, why was I never notified that my order was cancelled?
Rajesh: I am sorry for this. I will replace the dog leash credit with a 11 oz white mug credit. Is that fine for you?
jen: no, I would like the dog leash when it becomes available. A mug is not a comparable item and I have no need for a mug
Rajesh: Ok then please check back after few days.
Rajesh: I’m sorry for the inconvenience.
Rajesh: Is there anything else, I might assist you with today?
jen: Again, when I check back will the promotion I used be valid?
Rajesh: I am sorry but we don’t have the exact info when the item will be available
jen: Again, I do not mind waiting, I would just like the same promotion I used. Is this possible.
Rajesh: Yes, when the product is available contact us so that we will issue the credit for dog leash
jen: can you please email a copy of our chat so I have this for my records when I reorder?
Rajesh: You can request for that in the chat window.
Rajesh: You will get an option to have this chat emailed.
So I spoke to a live chat rep, as I had gotten the email saying my photo coasters offer was “expired”. The live chat rep said the snapfish email I received was wrong, and that my order was still in place. I will check back in a few days to make sure it didn’t get canceled or disappear. Hoping this goes through! Good luck to everyone else in this situation!
This is what the rep told me too! So hopefully this is the truth. He said that if I didn’t get it to contact them again and they would help me.
I received the email, went to live chat and the guy told me that my order had not been cancelled, to ignore the email, and get back to live chat if I see in my snapfish account that is cancelled. I looked, it’s still in my account, says it is being processed and should ship Feb 25th. We’ll see I guess
I have not received an email about the coasters yet and my account also says it’s going to ship 2/25. Let’s hope we get those adorable coasters!
I have also not recieved an email about the coasters and it says my order will ship on 2/25 as well. Let’s keep our fingers crossed!
I did not have to pay shipping on my new items. You do need to place the order and pay your shipping on your card, but be ready with your order number:
1) Click on “live chat” and begin a chat with customer service.
2) Mention your original order had free shipping, using the code “PRESDAY”
3) They’ll ask for your order number and then refund the shipping total to your credit card.
This worked for me twice! Good luck!
I went on a live chat because I received an email that my offer for my free coasters had expired and my order was being canceled. On live chat, I was informed that my order had not been canceled but should ship out shortly. The support person said that the email was sent in error and that if I do not receive my order in a couple days to contact snapfish. So, I still don’t know if I will be receiving my order or not. They were not real helpful 🙁
I just got done talking with some one in live chat support. She said it could be a very long time until the dog leashs are avaible again. I asked for a $19.99 credit and free shipping, not the photo mug they were offering. She gave me a $19.99 creidt for a dog bowl, but was unable to give me a free shipping code. BUT she waited while i placed my order and paid $6.47 for shipping, and she refunded it to my card once the order was placed. Just thought i would let you know how it went 🙂
Yeah! Thanks for the update post Collin (I was one that emailed you:)) … and I’m glad to hear the orders are not cancelled!
I just checked on my coaster order and it doesnt show that it has been canceled. It states that it is to ship 2/25/10. I wonder if this is correct.
I to went on the live chat with Snapfish to find out about my coaster set that I ordered. Here is the persons reply within my live chat.
Jodi Gilbert: I looked into my order and it states that it is to be shipped 2/25/2010
Naga Prasad: I will check your account details. Kindly hold on for a moment.
Jodi Gilbert: thank you
Naga Prasad: I’m sorry Jodi, your order was not cancelled and it was in process you will receive a email when your order was shipped.
Jodi Gilbert: oh this is great
Jodi Gilbert: thank you very much I am very excited to get these, my sister will be so surprised
Jodi Gilbert: thanks again
Naga Prasad: Is there anything else, I might assist you with today?
Jodi Gilbert: no thank you
Jodi Gilbert: have a great day
Yup. Got an email saying..
It has come to our attention that an expired offer featuring coasters was incorrectly added to your new account. We regret the error yet we’re pleased to tell you that the intended offer a FREE 5″x 7″ greeting card is waiting for you.
🙁
Woohoo, got something better than the coaster.
1 Credit(s) for 8″ x 11″ Classic Photo Book with leather cover
I got the same thing…Way more excited about this one.
My order was cancelled, I’m not going to be dealing with them again if they can’t handle all these orders and then decided to back out!
Just got off the live chat and they said I’ll be receiving another offer with 24 hours w/free shipping, we’ll see though.
Jodi,
That’s the exact thing my order said too and I just did the live chat and they said it’s been cancelled!
My email from Snapfish didn’t say anything about the leashes being out of stock. They said they couldn’t upload the photo I sent and that they were cancelling my order. No “sorry,” no nothing. Felt more like a “take a hike.”
Just a thought…this was a FREE item that didnt cost u anything and snapfish ran out of the item or the offer was no longer valid..
Be THANKFUL there is still FREE stuff out there and Collin takes time to find it for us!
i agree with Jessica it was free so why be upset BUT I did contact them and got a cheaper item (a photo key chain) for free so hey you lose some you win some but they are trying to make it better, yay for snapfish!!
I agree 100% with jessica. Am a little amazed at the number of “won’t deal with them” attitudes there are. Umm wont really be there loss since you pay them nothing. If you get your free item upgraded to another free item then that is great, but also remember that this company is one where you often get free items found through someone elses email or post. I would just be honored that they are trying to make you happy regardless of your order history with them. I love my free stuff too but feel that we need to also respect the companies we get it from. Collin I am greatful that you are able to find the deals but am not willing to get angry over a freebie that goes south.
I ordered the coasters and got the e-mail about expired code but they are pleased to tell me the intended code was for a 5×7 greeting card. Hopefully they didn’t cancel my coasters. My account says they should be delivered tomorrow. I hope or I will too be doing the live chat.
I do understand that this was a free item BUT I am upset b/c I sent it to some one as a gift. Now I have to spend more money & time to find something else! I didn’t get free shipping on my original item & aren’t really concerned about the free shipping- I just want the dog leash! lol! Bummer! Hope this works out for everyone! I guess we can’t win them all! Thank goodness we have Colin to find us more deals! 🙂
Did anyone receive Elizabeth Arden Tote bag 7 piece gift set we ordered at valentine.Instead of the red cosmetic purse I got a see through plastic one,instead of the lovely red tote bag,I got a black bag that looked like the dollar shoppers you buy at Walmart.I know they were free but I wouldn’t have ordered the perfume I bought if they had shown a picture of what I really got.Very dissappointed. Anyhoo thanks for all you do Collin.
Yeah i got the e-mail yesterday saying it was an “expired offer” i think it’s crap, just because they probly had so many orders & didn’t want to honor them, how could all these people have expired promotion codes in their account, uh i don’t think so. Just another way of a company kickin you in the butt over a free promotion. They want you to come to their site & lure you in with these free offers, then have you buy others things and then don’t honor the free item. Whatever snapfish…..
I was offered something of the same value with free shipping. If you just talk to them for a few minutes they are more than willing to rectify the situation. I think that they just genuinely ran out of coasters and leashes. I don’t think they were expecting everyone to order these products at the same time. Just try to talk to them, don’t get your panties in a wad.
“Dear Snapfish user,
We have experienced a problem processing your recent order. Due to a technical issue in our system, we are temporarily unable to access some of your photos and can not fulfill your order at this time. We have cancelled this order. Please allow 3-5 business days to process your refund.
If you would like to resubmit this order, we recommend that you re-upload those images to a new Snapfish album and use those new images to create a new order.
We sincerely apologize for this inconvenience, and to show our appreciation for your understanding we have issued 50 free 4×6 mail order print credits to your Snapfish account, which you can redeem at any time in the future.
If you have any further questions about this voided order, please feel free to contact Snapfish customer support at service@snapfish.com”
This is the email I got, I just figured it was something with my picture, and I was just ready to chalk it up to another freebie that wasn’t meant to be…win some, lose some…I didn’t get any cancellation on my coasters, though, so who knows?
My leash order was canceled too, and the promo for the free 11oz mug wasn’t working properly, so I contacted customer service via live chat- they were so helpful, told me to place my order for my mug and come back to live chat, where they would refund my entire purchase for the mug, shipping included. They have been so fabulous to offer so many freebies, and so helpful to me when this one ran out, I will most definitely continue to use them! I can’t wait to get my free mug, which (in my opinion) is a nicer freebie than the dog leash anyway 🙂
I have to say that up until about a year ago, I used Snapfish religiously and was always happy with their service. Then there was a SNAFU on their part. They were not willing to make it right. I even got to the point where I said, “Are you really willing to lose a long-time loyal customer over this?” Basically, they were willing to lose me and I have not used them since.
They gave me a free 170z snapshot latte mug with free shipping when I asked to chat with a live person, they seemed very nice about it!
Man, my chat person is not being as nice. Keeps telling me I can only get the free card. 🙁
get a new one i talked to three and they were all super nice!
I got the email saying the coaster offer was expired after I had placed the order.. so, like collin said, I went on the website and got on live chat to speak to them about it. They offered me anything I wanted that was of the same or less value as the coasters ($24.99). After I made my purchase I returned to the live chat and was easily able to get them to deduct the shipping. No problems here on getting a replacement product.
I did the live chat & I ordered photo stamps instead which I am excited about! I’d rather have free stamps!
Ok, so the first rep was being a pain. I exited out and started another and got a new person. They let me choose and I chose the stamps! They said once I place the order to go back to chat to get refunded the free shipping and I emailed myself the transcript in case they give me problems after I order.
the rep told me the same thing..he let me choose. he told me to pick one from any of the photo gifts. i even asked he twice if i could pick “any” of the gift. so, i picked the americana throw (i didn’t think he would let me). then he said okay the account has a credit for the throw and just come back for refund for shipping. i did all that and my order status said it’s been shipped!!!!
an $89.99 product? Really? I see that as taking advantage of their company for sure.
I so agree!!!!
I’m upset because I had the coaster credit in my account since December. I finally use it, and they decide it’s “expired.” I had a very unproductive email and live chat experience, so I called their 800 number. I was told that some of the coaster promos were “unauthorized” and they couldn’t tell which were authorized and unauthorized, so they cancelled them all! They eventually gave me 50 free prints with shipping.
I just talked to a Supervisor – Sara in San Francisco who explained to me that one of their advertising partners created a virus like thing that allowed people to get around their greeting card promo to access the coasters. Evidently this partner didn’t like Snapfish for some reason. Anyhow, the coaster promo wasn’t their promo so they can’t honor it. I tried and tried but they wouldn’t even give me a credit for an alternate item. 🙁 I can totally see things from her perspective too – she even said the same thing. If she had been the one on my end, she’d be just as mad. She felt bad that we all had been caught in the middle. She asked that we not give up on Snapfish. The point of this whole thing was to make them look bad.
I’m sure there will be other deals, but I have to say – I’ll be WAY more skeptical about too-good-to-be-true offers from now on.
ugh spoke to seriously 5 different people before being told there was nothing they could do and that my freebie now was 1 greeting card. oh well, maybe something better will come along!
Wow Mel that’s awesome! You’re lucky, cute throw too and it’s $89.99! Can’t believe you got that free!
I had no luck with Live chat @ 4PM cst. repeatedly was told “sorry you have a free card instead”. grrr!
I just wasted a bunch of time trying to get something instead of the cards (who has use for the cards this time of year???), but with no avail. There representatives are very inconsistent in the way they handle their cases.
I already had the coasters in my account from when I signed up a few months ago and they came the other day.
I had the same thing happen and I sent them an email stating that I wanted a similiar item and free shipping and they have since sent me a FREE dog bowl with FREE shipping. So it is worth it to complain!
Chatted with two different reps. “We are unable to honor a campaign that defrauded Snapfish, such as the coaster campaign. The landing page you saw when you signed up for this offer, was for a greeting card. You have had that added to your account.” Oh, well. I feel bad for them that this happened, too. How does something like this happen?
I did live chat in the morning and was able to get compensated for that amount. I chose a 20 x 30 poster. Then my aunt did live chat with them later in the day and they told her she could not because of the whole snapfish defraud crap. LOL. So she is going to try live chat again tomorrow.
I got the email saying that they are unable to send it because of depleted supply….I didn’t complain or anything, but now I just checked my email again and they sent me a new one saying “We have experienced a problem processing your recent order ######. Due to a technical issue in our system, we are temporarily unable to access some of your photos and can not fulfill your order at this time. We have cancelled this order.” So i guess they are trying to blame it on me now!!! ODD!!!
Wow, I’ve gotten a totally different response from Snapfish! The person I spoke to was unwilling to do anything to make the situation right. Although I realize that I was getting something for nothing to begin with, it was the time it spent making the stupid coasters that I’m most annoyed with. Here is my chat with “Sai”:
Ariel: I got an email saying that my coaster order was canceled because the offer expired, but the offer was added into my new account by Snapfish when I signed up.
Sai: It has come to our attention that an expired offer featuring coasters was incorrectly added to your new account. We regret the error. The intended offer – a FREE 5″x 7″ greeting card – is waiting for you. Use the link that you received in your email to login to your account, create a card, and get it FREE. We sincerely apologize for this situation.
Ariel: That’s not ok. I would like an offer to receive something comparable to the coasters
Sai: We are unable to honor a campaign that defrauded Snapfish, such as the coaster campaign. The landing page you saw when you signed up for this offer, was for a greeting card. You have had that added to your account. The coasters are unavailable and our marketing team and vendor team have only authorized a 5″x 7″ greeting card.
Ariel: I don’t understand what you mean by “defrauded” snapfish. I signed up for a new account after receiving notification that if I did, I would receive the photo coasters. I did nothing wrong or defrauded anyone
Sai: I am sorry you feel like the campaign was misleading. When an offer clearly states a greeting card, but mysteriously turns into a coaster set, this should indicate something is wrong with the offer. I apologize that you were caught in the middle of this, but we are only able to honor the promotion as it was originally advertised.
Ariel: This certainly does not make me want to use my snapfish account. I will be canceling my account unless you can offer me something comparable. I will be going back to using your competition and telling my friends about this poor experience and your bad customer service
Sai: Again, I am sorry for this issue, but I am unable to rectify it in the way you wish
Ariel: So you’re saying that your willing to lose a customer over this?
Sai: I sincerely apologize for any inconvenience on this matter
I got the same answer. Arg.
I got a credit for a Free Flip Book…..blah.
Ariel, My discussion with the Rep was almost identical, word for word!!!!!
I figured she was going off a book or something. Oh well, back to shutterlfy for me!
I had forwarded this post to my brother so he could get a leash for his dog and he was so excited and found just the perfect picture of her for the leash etc…. and then yes he told a couple of days ago that they had in fact canceled his order. 🙁 I was very sad about that. They did offer him a mug (not that he wants one) but he said he would have to go through and find a different piture that present well on the mug etc… and it is just too much work. 🙁 I think snapfish should honor those that ordered. Snapfish is owned by HP and HP can certainly find a way to come up with some more leashes or coasters to put the pics on if they did not stop the orders from being created. Boo on snapfish!
I got them to do a photo mug but it was the collage travel style; at least it might make a good gift. I was really looking forward to the dog leash. The rep was pretty insistant that they could only give me the standard mug but when I said that I could prove that my order was not placed undre fraudulent terms (I used live chat to have an account rep add the dog leash when I signed up and saved that email) they agreed to bump up the item to a value closed to the dog leash that I ordered. To be honest I know that it is a “free” item but I really would have been happier waiting for the dog leashes to come in stock again. That was not an option.
Here was my response as well….I sent another e-mail questioning the use of “mysteriously” and the implication that I did something wrong…I also told them to close my account should they be unable to cancel the coaster set or offer a comparable item. This is definitely NOT customer support!!!!
Thank you for contacting Snapfish Customer Support.
I am sorry you feel like the campaign was misleading. When an offer clearly states a greeting card, but mysteriously turns into a coaster set, this should indicate something is wrong with the offer. I apologize that you were caught in the middle of this, but we are only able to honor the promotion as it was originally advertised.
Please let us know if we may be of any further service.