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Update on Snapfish Promotions

by Nicole on February 23, 2010

Update to the update:  Seems like they are now refusing to give any replacement items at all.  I just tried to assist a friend who was having troubles and ran into a brick wall.  They actually told me to contact their legal department.  I am so disappointed in the way Snapfish is handling this.  How terrible when a company doesn’t realize that it’s nothing without customers and can’t own up to its own mistakes?

I know many of you ordered the Snapfish “free” dog leash and/or coasters that I posted about recently and are now getting emails from Snapfish saying that they have a “depleted inventory” or that it was an “expired offer”.  What gets me is that while neither of these excuses are anyone’s fault but Snapfish’s, the customers who trusted them enough to sign up and divulge information they may not have otherwise given out, are now being told that they will get a different item, of significantly lower value.

Both the leash and coaster offers happened at the time that Snapfish offered a free shipping code and that code has expired (curiously, just 4 hours before Snapfish sent out the emails saying that the dog leash orders were cancelled).  Now customers are being offered a mug ($9.99 value) instead of the leash ($19.99) value and a greeting card ($1.99 value) instead of the  coasters ($24.99 value).  Neither new offer comes with free shipping.

What can you do? This solution will take approximately 10 minutes.

  • I suggest logging onto your account and contacting Snapfish via their Live Chat option.
  • You can access Live Chat by clicking on the help link at the top of the page and then on the right hand side clicking 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 this is a deceptive business practice, 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
  • The rep will ask what item you want so have a comparable item ready in mind.
  • You’ll have to pay shipping but the rep will reimburse it.  You’ll get a confirmation email of the shipping reimbursement shortly after requesting it. (The reimbursement for the shipping of the replacement offer I requested for my dog leash was already processed without issue)

I won’t be commenting anymore on Snapfish and what I think of how they have treated their customers over the past few weeks since I don’t have anything nice to say…

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{ 13 comments… read them below or add one }

1 Allison V. February 23, 2010 at 10:24 pm

While I too received the depleted inventory email, I wasn’t too bothered by it, considering I paid them nothing and received nothing. It’s just another “freebie”, and who knows how many I have signed up for and never received? Still, I was a little disappointed…

2 AC February 24, 2010 at 2:27 am

I agree with Allison. I got so many emails from many companies that offered freebies and their inventories exhausted and offered to replace with special promotion coupon/other items on their site. Maybe Snapfish really had limited amount of the freebies and they really ran out? Or everyone who signed up got canceled?

3 nicolesnickels February 24, 2010 at 5:51 am

I feel differently about this promotion from Snapfish. This isn’t a freebie off some random site where you just enter a name and address and hope that a 3 oz trial size of a product you don’t care about gets to you. This is a reputable company that I (previously) posted lots of promotions from. They elicited sign-up information from people and you had to give them a credit card number. This information was given in exchange for a free full-size item (valued at $19.99 or $24.99) with free shipping and you were emailed a confirmation of your order. This is all very different from your usual free sample request. Then the email (sent 4 hours after free shipping ends) saying you can get an different lower priced item instead – that is a classic bait and switch. I am sure you saw this offer posted all over the Internet – what about all of the advertising Snapfish got out of this? It’s obviously up to you if you make the effort to get a different item through Snapfish as I suggested – I was merely posting the steps that worked for me to try to help my readers who wanted the information.

4 Stevie February 24, 2010 at 8:17 am

I agree with you Nicole. Granted many of us already had accounts and just signed up a different family member but that doesnt matter. What about the people who were NEW Customers. I order all of my photos from snapfish but with what happen now I dont. Your right..this is a VERY well known company. I sense there wont be many more free shipping codes in the future.

5 Stevie February 24, 2010 at 8:17 am

p.s. I did write them an email. And if they dont get back to me with a resolution I will go on the live chat

6 Elizabeth February 24, 2010 at 8:23 am

What angers me the most is they offer me a piece of paper ONE free greeting card as some kind of replacement to a $25 freebie??? UMMM NO THANKS?? Maybe if it was a set of cards or something of greater value.

I recommended this site to many of my friends and will be deleting my account and suggesting my friends do the same.

What urks me the most is that I feel TRICKED & CHEATED! They have my contact information my mailing address and a credit card (yes it was never charged) AND I HAVE NOTHING!!!!

And they waited sooo long to notify me??? why??? if it was such a known error why not the next day?? It’s been a week!

I have contacted the customer service and will wait to see what their response is.

7 Lisa February 24, 2010 at 9:35 am

Just my 2 cents about Snapfish – about a year or so ago, I became a new customer with them. They had an offer at the time for free development of a 35mm roll of film. They said they would send a postage paid mailer for the film, so basically it was entirely free. I had an old roll lying around that I had never got developed, so I thought it would be a great deal. A couple of weeks after signing up, I still had not received the mailer. I contacted Snapfish, they apologized and said they would be mailing it out right away. Well, again, I never received the mailer. At that point, I decided it was not worth my time anymore. Needless to say, I have never used Snapfish’s services. I understand it was a freebie, but why offer something to lure new customers to your service, and then not carry through? That says alot to me about their customer service and practices.

8 Melissa February 24, 2010 at 10:55 am

I was told it was going to be shipped yesterday then they cancelled it on me. I talked to a rep and really gave them heck because it was going to be a gift for my daughter. They offered me a photo pet bowl (free shipping on it) and a photo book as replacement.

9 S. Tanner February 24, 2010 at 3:01 pm

I called costumer service about not being able to get the dog leash and they credited my account with a free 8×10 album. I thought that was very generous.

10 Amy February 24, 2010 at 3:09 pm

I too ordered the coasters and got the email, but when I went to live chat, the guy refused to do anything for me. It was utterly ridiculous and frustrating! He bordered on rudeness. He said “please just place the greetingcard order” Ummmm no…that isnt what I want uggh I am going to have to call CS now!

11 Julie February 24, 2010 at 4:11 pm

I just came back to read the comments on this, and checked my email shortly after to see that they had officially canceled my order on my dog leash and gave me 50 prints credit too. However I had many friends sign up through emails I have sent out and have gotten no credits because of it.

12 Julie February 24, 2010 at 4:24 pm

Update: I live chatted them and they kept pasting the same “I am sorry, we cannot refund the shipping on a credited order” or something over and over, and I did not even ask for a different product then the mug.

13 chantal February 25, 2010 at 5:39 pm

Let me start off by saying I GOT NOWHERE with them today I talked to 3 different people in live chat and all they could tell em is “im sorry there is nothing i can do for you.” I got frustrated and wanted to really give them a piece of my mind so I waited calmed down and just called them. Rep #1 told me i could get a free greeting card for replacement ( I ordered over a hundred greeting cards in the last 2 months. I really dont need any more and even with that, that is no way to be compared to the $25 coasters.) So i requested a manager after talking to her for 30 minutes. The manager got on the phone and offered me a free photo mug (sure ill take that, would be a great present for my mom) But the catch i had to pay shipping. ARE YOU KIDDING ME! I want the mug plus free shipping. So after an hour wasted on the phone, Im going to take a few minutes to grasp my breath and try this again.

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