Agreed. Horrible customer service. Also, website is misleading. Website makes it extraordinarily difficult to access the "free download" option. At the point of choosing either free download or pay to send to a drugstore, the "tabs" for free download are inactive. The pay to send to drugstore option is highlighted and appears to be the only active option. You have to search and find the small, faint "no thanks" button at the bottom right to get out of the screen that shows both options but will not let you select the free download, you must find the button and say no thanks to paying for the service. I was suckered into paying for the service because I did not see the "no thanks" button. At the screen to choose a drug store I could only choose a name of a drugstore, not a specific address. After I selected a drugstore, there was no further choice, I was told I would receive information when my pic was ready to pick up. I received an email later--the email was not addressed to my name, rather it was addressed to a name I am not familiar (not even close to mine). As well, the pick up address was multple states away. I sent an email to customer service (because there is no other way to contact the company) and received a response that my refund was fulfilled --no apology. I was so irritated by my experience I wrote a letter to customer service expressing my disappointment. The response, "thank you for your feedback." Will not use again.