A few weeks ago, I posted about Shutterfly’s holiday card selection. At the time I was quite impressed—there was lots to choose from, including some non-traditional options, and the card creation process itself was pretty easy. So although I don’t do reviews often, I felt good about recommending them—and accepting the 50 free cards they offered me in return.
Then I got the cards. And internet? They were underwhelming, to say the least. I thought the picture looked pixelated, and worse, the type appeared blurry. But just to be sure I wasn’t overreacting, I asked a designer friend of mine to look at them. She gave them the thumbs down too.
That’s when I took my case to twitter:
As you can tell, I was pissed. I mean, if I’m going to tell you guys that you should all go use a product, it damn well better be up to snuff. But to their credit, they responded within an hour with this:
I told them, and this is what they told me about the image:
Now, before I go on, I would just like to point out that their system, which is presumably pretty sophisticated, should be able to alert you when the picture you’re using is not optimal for the project you’ve selected. After all, things look very, very different in print than they do on a computer screen. The average consumer is not going to be able to discern a problem with an image from the digital preview they give you.
And also? When someone uses a discount code given exclusively to bloggers, it seems to me that there should be some sort of flag on their end to take special care with the order. We are a rather loud and opinionated bunch—wouldn’t you make sure that said bloggers could find nothing to complain about?
Shutterfly’s response continued:
Now, that. That is the definition of good customer service. I give them props for acting so quickly—in such a satisfactory manner. That same evening, I logged on and created a new card—using giant image files that would easily translate to poster size. This is the design I chose:
Cute, right? Well, true to their word, they charged me nothing for the new order, and the cards were produced and shipped at lightning speed. In fact, they arrived on my doorstep this very evening.
And they are cute. But honestly? The ones I ordered from Snapfish and had printed off at Walmart last year were better. The colors are still a little less vivid than I’d like, and the images are not nearly as crisp as they could be. At the end of the day, I’d give them a solid “meh” rating.
So, Shutterfly. You win at customer service. But your holiday card printing? Could use some upgrading.