Future Shop
Bad service

FuturePhoto service offered by FutureShop has closed and customers redirected to KodakGallery - currently a trainwreck!

I have used FuturePhoto's service for a year or more because 1) good prices, 2) speedy delivery to a FutureShop near my home (Fredericton, NB) and 3) they have an online photo cropping utility that allows a no-surprises outcome for photos.

When I logged in on April 1 I was informed that I could not place new orders there - FuturePhoto was transtioning its customers to KodakGallery. Also KodakGallery were giving 100 free 4x6's to all who used the new service. All seemed well and I took advantage of the utility to transfer my FuturePhoto picture library over to KodakGallery. However, when I tried to place an order the system charged me $4.99 shipping. So I cancelled my checkout and found the spot where I could specify free pickup at a FutureShop store. However, the database doesn't have my FS store in it. I called cust. Service who suggested that my nearby FS store likely had decided not to participate in the plan. I called my FS store the next day and they were surprised to know this saying that they were expecting good results from the switch-over. Despite friendly and good discussion with the FS in-store reps, no answer to my issue after nearly 4 weeks. I called FS a few days ago and the person I talked to knew about my issue and said the manager had taken that issue to a Cdn manager's meeting to discuss. I also told FS that later in April, when I went to the KodakGallery site (with me logged into my acct) no non-numeric postal codes would be accepted (i.E. Only US ones).

I have had numerous conversations with KodakGallery customer support - useless. I also have had many e-mail exchanges with FS customer support - less than useless. They have a boilerplate response they send (I guess to make you feel like you have had a quality communication back from them) and then they sandwich almost nothing helpful or accurate in the middle about your specific complaint. They ask you for information that you have already provided many times. FuturePhoto support and KodakGallery sem to take pleasure in referring the customer back to each other - perhaps its a game (one that FS is not winning).

April 26 and still no word of resolution and no e-mail as promised from KodakGallery providing a coupon code for 100 free photos.

You would think that Canadian FS management would be diligent about customer service in this transitional period; alas they seem to be asleep at the switch. I'm not the least bit impressed and I am looking for a similarly featured alternate print supplier.

Company: Future Shop
Country: USA
Site: futureshop.com

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