shutterfly customer service??

ok... so now, 3 years later MIL tells us that she really likes a wedding pic that i got enlarged and framed in our house. she asked for the same thing for her house.
so, its an 11x14- i ordered it from shutterfly, because i've had good luck with them in the past
WELL it comes today, its rolled up in a tube that got smashed during shipment- its got creases from being rolled as well as from being smashed. I paid almost $12 for this, and its not useable the way it is.
I already e-mailed them about it, but just wanted to see if anybody had any experience with how they are with returns and stuff. i know some places are better than others...

Re: shutterfly customer service??

I had a problem once, they told me to send it back to them and they would refund or change the order, I never did it ,but that's what they told me.

Message edited 5/19/2008 5:28:59 PM.

Re: shutterfly customer service??

any mailing problems ive had (that was the post offices fault all the times) shutterfly has corrected the problem quickly ... they will hvae you resend.. juts resend it in the tube make sure you black out the label it was sent to you wtih...

Re: shutterfly customer service??

I've never had to send anything back to Shutterfly that I have complained about. They've always just sent new prints. As far as it being rolled up, that shouldn't damage it at all or make creases. I've ordered a few 11x14 collages that come rolled up and never had an issue with them at all.