Late delivery of holiday cards has customers of online photo service Snapfish steaming mad

Matthew Diebel | USATODAY

Show Caption Hide Caption Late delivery of holiday cards has Snapfish customers fuming Snapfish, a company that provides customized cards, photo books and calendars has customers fuming after “unexpected volume” has them struggling to meet demands. One glance at their company’s Facebook page and you’ll see an endless tram of angry cus

Aah, Christmas. The tree. The decorations. The delicious meals. Sending those holiday cards to people you haven't heard from in forever.

Er, scratch the holiday cards.

At least, that's what many customers of online-based photo service Snapfish are finding. The California-based company, which also produces customized calendars and photo books, is getting large number of complaints about late or non-existent holiday deliveries.

"I'm disgusted with Snapfish," said one customer, who identified herself as Kathryn Rooney Haldeman of New York City, on Snapfish's Facebook page. "A month is too long to wait for an order. Customer service has been a joke. Trust me, Snapfish -- you will NOT have a problem with 'unprecedented volume' next year. I will be canceling my order."

On the same page, the "Snapfish elves" tell customers that they are "currently experiencing some slight delays with card orders due to unprecedented volume. We apologize for any delay and are working hard to get all orders produced and delivered to customers as soon as possible. … In the meantime, we sincerely appreciate your patience and understanding."

Facebook Snapfish - Timeline Photos | Facebook

Posts on social media indicated frustration and anger far outpaced "patience and understanding."

"Snapfish, you have a big problem on your hands," said Terry Cerrina Davis of Park Ridge, N.J., on Facebook. "Do the right thing and overnight these orders to people and while we wait, send us the envelopes so we can at least get that much done ahead of time – assuming we'll have cards to send at all this Christmas. … This is absurd."

In an email, Snapfish General Manager Manas Chaliha told USA TODAY that the company had just introduced a new website and was "delighted but overwhelmed by unprecedented demand for our most popular holiday cards." In response, Chaliha said, Snapfish had upgraded all delayed orders to free, expedited shipping and would notify affected customers via email.

The delays are reminiscent of a UPS snafu in 2013 that led to many deliveries of holiday packages being made after Christmas,

Part of the anger stems from extreme backups on Snapfish's phone lines and online chat system for customer service. When a USA TODAY reporter tried the Snapfish.com chat facility, he received a message saying there were 513 people in front of him.

And Facebooker Kristy Holsopple said that she had to wait in a queue of 500 people when she called the company's customer service number. "I placed an order (over $300), from Snapfish. Two weeks later, I have no Christmas cards and … no resolution, and be told that someone would contact me via email. Well, I've received no response and that was 3 days ago.

"I've used your service every year for our Christmas cards and photo gifts," Holsopple added. "Never again. You have lost my business, and I will be telling all of my friends about your lack of customer service."

"The chat is useless," said Facebooker Alessandra Millican," of Houston, Texas. "The guy wouldn't give me a refund and barely spoke English. The call center is only SLIGHTLY better and don't bother asking for a manager – they won't put you through."

Also angering customers is that Snapfish continues to put up posts full of holiday cheer as well as offers of discounts. "Custom ornaments + fun embellishments = a new holiday tradition they'll totally (heart emoticon)! Make and give unique keepsake decorations this season," chirped one posted on Monday.

Facebook Snapfish - Timeline Photos | Facebook

Said Facebooker Allison Anderson of Woodhaven, Mich.: "Stop making these Christmas posts when people won't see their items they placed for Christmas in November! Focus on the orders you have to finish! Mistake made, never again will I order from this company!!"

Meanwhile, a Snapfish representative on Facebook appeared to indicate the problems were not companywide. "Not all items are printed at the same facility," she said, "which is why many orders are still processing and shipping on schedule. Please send us a private message if you'd like us to review your order."