Verizon has been sending long-time customers messages about a special loyalty reward. The catch is that not everyone is pleased with what they are getting. The reward is a “free” photo album from Shutterfly, but customers are on the hook for taxes and shipping, not Verizon. That means the album is not truly free, which may discourage some people from redeeming the offer. Many customers say they would much rather see a reduction in their monthly phone bill than a photo book.
Smartphones keep getting more expensive, and Verizon is no exception. The company has a history of quietly raising customer bills with added fees per voice line to offset industry-related costs, which ultimately forces the average person to spend more on their phone service. Unsurprisingly, higher bills rarely translate into happy customers.
Even though many Verizon users would prefer lower costs over a discounted photo album, the loyalty reward still provides a decent perk from a well-known custom gift brand. Shutterfly lets customers print their own photos on items like calendars, mugs, blankets, and more. Some people will appreciate the photo book, but it does little to address Verizon customers’ core concern: rising prices.
What the loyalty reward includes
Verizon is positioning this reward as an anniversary gift for customers who have stuck with the company for many years, such as 10 or 15. People who stay that long are often satisfied with the service or find the hassle of switching carriers too big a barrier. Changing providers can certainly be inconvenient, even though Verizon has made the number-transfer process relatively straightforward.
The offer itself is an 8×8, 20-page customizable photo album from Shutterfly, which normally costs about $37. Shutterfly provides templates to guide the layout and design, or customers can build their books from scratch. Once completed, the company prints and mails a physical photo book to keep at home. If thousands of customers redeem the offer, it would represent a significant expense for Verizon, making it a notable, if imperfect, gesture of appreciation.
However, the terms clarify that customers must pay their own taxes and shipping, which start at $8.99 and can rise depending on the chosen delivery speed. Anyone hoping to receive the book quickly for a birthday or holiday may end up paying $20 or more out of pocket.
How customers are reacting
Many Verizon customers, already frustrated with rising costs, view the photo book as an underwhelming gesture, especially coming after other recent promotions aimed at attracting new users with flashy technology. On Reddit, some commenters complained that a recurring discount on their monthly bill would feel like a real reward, dismissing the photo album as a joke. To them, the offer highlights a disconnect between what customers value and what the company is willing to provide.
Not everyone sees it that way. Other users argue that no one is entitled to a loyalty perk and that a free or discounted photo book is still a nice extra if you want it. For customers who choose to redeem the offer, it is a relatively inexpensive way to create a keepsake full of memories. For those who ignore it, nothing changes. In the end, the mixed reaction underscores how important it is for companies to design rewards and promotions that genuinely align with customers’ needs and expectations, rather than simply looking good on paper.
