I AM SORRY THAT YOU HAVE HAD SUCH A BAD EXPERIENCE. I HAVE NEVER EXPERIENCE ANY ISSUES WITH MY PHOTOS AND HAVE ALWAYS RECEIVED COMMUNICATIONS FROM sHUTTERFLY WHEN I HAVE A QUESTION. mAYBE MY COMMUNICATION CONTACT IS DIFFERENT SINCE I WAS INQUIRING ABOUT PRODUCTS AND DID NOT HAVE A TROUBLESHOOTING QUESTION