Initial Business Response /* (1000, 5, 2016/01/06) */
Zazzle worked with the customer directly via email with regards to the status of the customer's order on 12/22/Due to an unexpected delay with production, the customer's order queued for shipment on 12/31/Zazzle has confirmed a
delivery of the customer's order occurred on 1/4/For the customer's overall experience, and the unanticipated delay, Zazzle has authorized a full refund to the customer's purchasing payment method as of 1/5/Refunds are typically available between 7-business days, depending on the processing speed of the customer's financial institution
Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 08/10/Unfortunately, one of the items the customer ordered was delayedThe customer contacted Zazzle Customer Support by e-mail on 08/14/to get a status update on her orderThe
customer responded to that e-mail on 08/and requested to cancel the delayed item for her orderZazzle cancelled and refunded the delayed portion of her order on 08/21/The customer had multiple items on her orderThe shipping costs she was charged was for those two itemsFor the item she received, the shipping cost for that item alone is $Since she was charged $for shipping, Zazzle has issued a refund for $1.50, the difference between the two shipping costsThe customer can expect to see this refund in 7-business days depending on the policies of her financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded me the shipping cost
Initial Business Response /* (1000, 5, 2015/12/23) */
The customer placed an order with Zazzle.com on 12/6/2015, with Standard ShippingAs advertised during checkout messaging, cake picks have a manufacturing time of 4-business days plus the shipping time based on the shipping method selected
The customer's order queued for shipment on 12/15/via Standard shipping (4-business days)The customer emailed Zazzle.com on 12/15/2015, twice on 12/17/2015, and reached out to Zazzle via Social Media on 12/17/Zazzle received and responded to the customer on 12/17/via email, to express apology for the delay the customer initially experiencedIn this email, Zazzle's customer support team provided the customer with an option to reproduce and reship the customer's order with expedited shipping, in an attempt to get the order to the customer sooner than the original shipment's ETA provided - or advised the customer to reply if they would prefer a Zazzle account credit, or a direct refund for the initially delayed shipment of the orderTo date, Zazzle has not received a reply from the customer, indicating a preferenceAnother email has been sent to the email address associated with the customer's Zazzle accountZazzle advises the customer check the email associated with their Zazzle account, as it is not the email address the customer has submitted with this inquiry
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/30) */
The customer contacted Zazzle.com via email on 12/16/and 12/17/2015, regarding two phone cases purchased, with a request for a Return Merchandise Authorization due to the size of the case orderedZazzle's Customer Support team received and
responded to the customer's emails on 12/19/with a request for a digital image from the customer, of the received productsThis was done in an effort to expedite the customer's return processThe customer responded with a digital image on 12/22/2015, and Zazzle's team replied on 12/23/with the offer of a Zazzle Account Credit that could be used toward a replacement orderThe customer replied via email on 12/27/accepting the account credit to be placed in the customer's Zazzle accountThis credit was applied to the customer's Zazzle account on 12/28/2015, and an email confirmation was sent to the customerZazzle has reached out to the customer via email as of 12/29/2015, to see if there is any further assistance the customer is in need of
Zazzle's Customer Support team worked directly with the customer with regards to the missing items from the customer's orderA replacement was shipped on 12/29/with Express Shipping, and a delivery is scheduled for 12/30/Zazzle also authorized a full refund to the customer's purchasing
payment methodRefunds take 7-business days, depending on the processing speed of the customer's financial institutionZazzle will be following up with the customer directly with regards to the replacement items to ensure everything was received in good order
The customer worked with Zazzle.com directly regarding both orders mentioned in the customer's inquiryZazzle refunded the customer both shipping costs to the customer's purchasing payment methodThe customer can verify with their financial institution the shipping refund processed on 3/14/for order *** placed on 3/3/2016, and a shipping refund processed on 3/23/for order *** placed on 3/14/For the customer's overall experience, a $Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order, if the customer chooses to do soThis credit is available now, and it will not expire
Complaint: ***I am rejecting this response because: I still haven't received one shirt that I ordered The replacement shipment included one shirt I was missing and one shirt that I already hadI emailed the CR rep the day I got the shipment and she said she would be getting the missing shirt sentI followed up again two days ago because I haven't heard anything and still haven't received a response. Sincerely,*** ***
The customer placed an order with Zazzle.com on
12/7/2013. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer did successfully unsubscribe from the free trial within the day timeframeThe customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming years, and this was done as well
As the service the customer signed up for is a free one time trial, the customer’s second request for Zazzle Black on an order placed on 12/6/automatically placed an additional $charge in the customer’s shopping cartThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle on 12/6/with regards to the additional charge, and relayed to Zazzle that an attempt to use a shipping code had failed and the use of the Zazzle Black membership was not the customer’s intentionBecause it is a special accommodation, refunds for Zazzle Black can take up to business days to be returned to a customerUpon the customer not receiving the refund in the allotted timeframe, continued email correspondence was maintained between Zazzle and the customer
Zazzle regrets the customer’s refund was not processed in a timely manner, and has authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 7/27/The transaction ID number for this refund is: ***
For the customer’s overall experience, Zazzle has provided a $Zazzle Account Credit to the customer’s Zazzle account for use on a future order if the customer desiresThis credit is available now, and it will not expire
Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 12/11/The typical product turnaround time is 1-business days, plus shipping timeZazzle has upgraded the customer's shipping method to an Express courier, and the order has been expedited
with Zazzle's production teamFor the customer's overall experience, and the unexpected delay the customer has experienced with this order, Zazzle has authorized a full refund to the customer's purchasing payment method as of 1/5/Refunds typically take 7-business days to become available, depending on the processing speed of the customer's financial institutionThe customer's order will still ship as soon as soon as it is complete, and Zazzle's Customer Support Team is actively working with the customer via email
Initial Business Response /* (1000, 7, 2015/05/18) */
The customer placed an order on 5/1/2015, and the customer's order was queued for shipment on 5/2/with Standard shippingThis method typically takes 4-business days for time in transit, and this estimate is provided during the checkout
processThe customer contacted Zazzle via phone on 5/8/2015, expressing concern as they had not yet received the orderZazzle replaced and shipped the customer's replacement order at no cost to the customer, with an Express shipping methodThe customer's replacement order was delivered on 5/11/Zazzle can also confirm the customer's original order delivered on 5/13/
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
htis is one of the best businesses ive dealt web from the inter-webgood customer service kind and courteous
As stated in Zazzle’s Designer License Agreement ***), a designer may not use trademarked materialPandora Media, Inchas registered the word mark “Pandora” for Trademark Class 25, United States Patent and Trademark Office serial number*** Although the language in the trademark listing includes the phrase “namely, one-piece garments for infants,” the trademark is still applicable to all products that fall into Trademark Class 25, which is clothingThe customer’s design on women’s leggings qualify as clothing; therefore, Zazzle cannot allow it to be posted in their marketplace for sale. In regards to the term “Ouija,” this is trademarked by Hasbro United States Patent and Trademark Office serial numbers ***The few designs on Zazzle’s website were, unfortunately, not yet discovered by Zazzle’s Content Management Team and will be removed as soon as possibleHowever, the majority of designs are actually from Zazzle’s officially licensed Hasbro store: ***
Revdex.com:I still think this business is underhanded and shadyThey did refund the money and cancel the order But it took me jumping through hoops to get that done and their customer service is shady and absolutely nonexistent I believe they need to be fullly investigated and that people need to be very cautious in dealing with this company I will never attempt any business with them again Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/23) */
The customer affiliated with the provided order ID number contacted Zazzle.com via email, twice on 12/14/The first case (CAS-XXXXXXX-M6Y2L7) was opened by the customer at 10:34AM PST with a request for a Return Merchandise Authorization
The second case (CAS-XXXXXXX-M6Y2L7) was created by the customer at 10:43AM PST with the same request for a RMA, on the same dayZazzle received both inquiries on 12/17/2015, and a response was sent to the customer via the first submitted case with return instructions, including a pre-paid shipping label, to return the unwanted itemsThe email address associated with this inquiry is not the email address associated with the customer's Zazzle Account, and the email address ***@gmail.com is not affiliated with any communication the customer has had with Zazzle.comZazzle is also unable to locate any social media inquiries for the above listed contactFor security purposes, Zazzle is unable to provide any further information regarding this accountZazzle would advise the inquirer to check the email address associated with their Zazzle account, or contact Zazzle directly via phone at X-XXX-XXX-XXXX Monday - Friday 6AM - 6PM PST
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
IT IS A SHAME THAT IT TOOK A Revdex.com COMPLAINT TO GET THEM TO ACKNOWLEDGE THEIR MISTAKE, BUT THEY DID AND THEREFORE I AM SATISFIED.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 09/04/for custom mugsShe contacted Zazzle Customer Support by e-mail on 09/17/to state the mugs were not centered correctlyZazzle Customer Support requested images of the order
she received and the customer was provided with options on how she would like to proceedShe requested to have the mugs reprinted and sent a new orderThe customer received the replacement order on 09/21/She contacted Zazzle Customer Support by e-mail again on that same day, 09/21/to state once again the mugs were not centered to her likingShe was given the same options as before, either a refund, a Zazzle account credit or a reprint of her orderShe opted once again to have the order reprintedZazzle reprinted the order again and she received that order on 09/24/The customer contacted Zazzle Customer Support again by e-mail on 09/24/to state she was not satisfied with the third order of mugs she receivedZazzle's return policy, http://www.zazzle.com/returns states that in order to issue a refund or a replacement, the order must be returnedZazzle as a courtesy waived the return on the first two ordersZazzle Customer Support sent the customer a prepaid UPS label to return the final orderThe customer stated she would not return the package to UPS as per Zazzle's return instructionsAs a onetime courtesy, Zazzle waived the return on all three orders and the customer received a full refund as well as keeping all mugs that were sent to her
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their account of what happened is not accurateFirst of all, they printed the mugs wrong and I was content with them reprinting them rightThey had me go out of my way to take pictures and explain the issueThey then printed them out again and must have never looked at them to see if they were right before shipping them to meSo then they asked me for more pictures where I had to draw a *** grid to show them what was happeningThen they printed them again and again must have never looked at themHow itic is it to do the same ting over and over the same way, but expect a different resultThey were negligentPeriodThree timesThen they had the nerve to tell me I had to package all these mugs up and ship them backYes they offered to cover shipping, but the nearest UPS is almost an hour from my homeSo I asked how I Was going to be compensated for my time and gas to ship their defunked product back to themI told them they needed to schedule a pickup with UPS and they were unwilling to do soNot sure whyWe've had issues with things we've ordered from Amazon and Amazon has scheduled pick upsWe know it's possibleZazzle just didn't want toIt's not like UPS isn't at my house three or four times per weekSo that's when they offered to let me keep all of them and refund my moneyBut I haven't seen a dime back yet and until I do...this is NOT resolved!!!
Final Business Response /* (4000, 9, 2015/10/20) */
The customer was issued a full refund in the amount of $on 09/29/The transaction ID is attached verifying the customer's refundThe customer can verify her funds have been returned by contacting her bank or credit card company
Complaint: ***I am rejecting this response because:
First, It is not true that I first contacted Zazzle on December 5, Attached is an email from November 5, showing that is the day I contacted Zazzle regarding the $charge AND the day that I was wrongfully charged Second, it is not true that the refund was granted to me on December 28, Attached is an email from November 7, stating that they were granting the refund to the account it was charged from Third, I have contacted PayPal and there has been no attempt to refund $to my account from Zazzle, therefore, their claim that I was refunded the money on January 13th is also not true Finally, I have emails starting from January 18th and going until January 25th where I am requesting the transaction ID and the date of refund and receiving neither I attached an email from January 18th from Zazzle, which was in response to my request for an update on the refund The only answer I received was to take it up with my financial institution The last email was on January 24th where I again requested the transaction ID and date that the refund was issued The response I received was that as soon as he received it, he would forward it on to me Obviously, no refund has been issued from Zazzle on any date
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order for a shirt on the Zazzle website on 09/18/The item she ordered has a manufacturing time of 3-business daysThe customer contacted Zazzle Customer Support by phone on 09/24/to inquire about her order
Zazzle has two locations for Customer Support, Ireland and California (Zazzle's headquarters)During her first phone call, she spoke to a Customer Support Representative in Ireland as well as one of the supervisors for Ireland's Customer Support teamThe customer would also want to keep in mind, the time difference between the two locationsThe customer then called later and spoke to a Supervisor at the California locationZazzle's Customer Support Team cannot unfortunately contact our Production Department by phoneZazzle's Customer Support and Production facilities are located in separate locationsZazzle Customer Support communicates with the Production Team via e-mailThe customer's order was shipped on 09/24/with Express shipping business days after the order was placedAccording to the tracking information, the customer received the order twice and both orders were delivered on 09/25/meeting the customer's deadline she mentioned, 09/26/
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all you are leaving out a lot of things and your infois not entirely correctYou left out that after having to place a 2nd call because I'm in America and so are you but I reached a foreign country that could do nothing, resulted in then having to wait another hours to hear back from the person I contacted in California because I guess it that takes that long to send and receive an email in your company! The lack of your ability to obtain an answer via e-mail as to the status of the order was the problemWhich brings to the point that you have yet to explain, how its humanly possible for a department, that never gave an answer, is unreachable by phoneTelling your customers there is no answer from your co-workers after an entire workday has passed ** unacceptable
Further, the fact that you sent not but of the same order is indicative of the lack of organization and communication problemsThe same order was sent days after the first one and didn't arrive until 9/Either way, why would you send the same order twice on the same or days apart?!
I did not accept the 2nd order and it was returned
Final Business Response /* (4000, 9, 2015/10/21) */
Zazzle certainly apologizes for any inconvenience or disappointment the customer experiencedZazzle sent out another order to try and accommodate the customer's request to have the item by her deadlineZazzle has issued a full order refund for her experienceThe customer can expect to see this refund in the next 7-business days depending on the processing speed of her financial institution
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/17) */
The customer placed an order with Zazzle.com on 06/26/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in
which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
The customer contacted Zazzle Customer Support by phone on 07/31/and was advised that she had signed up for the Zazzle Black program in At that time, a refund of $was issued for the most recent charge on 07/29/Unfortunately, Zazzle is unable to issue any further refunds due to the length of time that has passed ** accordance with our financial institutionZazzle also opted the customer's account out of any auto renewalThe customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If that was made visible to me at the time of purchase I would not have agreed to itWhy was I told it would take days for reimbursement and it was placed back in immediately when reported? I would still like my other back that was stolen from me the first yearIt was done without my knowledge therefor under deceptive circumstancesVery grateful for the fast action of the Revdex.comThis kind of thing should not be allowed!
Final Business Response /* (4000, 9, 2015/09/02) */
As a onetime courtesy, Zazzle has issued another refund for the Zazzle Black membership charge of $that she was charged in July Since this is typically a non-refundable service, it can take up to days for this refund to be processedZazzle also opted the customer's account out of any auto renewalThe customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will never shop at Zazzle again and if it not reimbursed I will notify the Revdex.comWhy would it take days? It is taken out quickly
The customer placed an order with Zazzle.com on 7/2/2015. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in which the customer pays a $onetime fee to receive unlimited Standard
shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearsThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle on 8/3/with regards to the yearly chargeZazzle extended the customer the offer of a one-time courtesy refund for the membership, to have the funds returned to the customer’s purchasing payment method, which the customer acceptedBecause it is a special accommodation, refunds for Zazzle Black can take up to business days to be returned to a customerAs Zazzle can only return funds to a customer that have been paid directly to the company, Zazzle is not authorized to provide the customer with an additional $for their bank’s fees
Zazzle can confirm the customer reinstated his Zazzle account on 5/12/The below listed information is the email the customer was sent regarding his account on 5/4/2016:
------------------- Original Message -------------------From: SupportReceived: *** *** **To: *** ***Subject: Zazzle earnings .***Hello ***,In reviewing your account, it does show you had requested a payment in March. However, also at that time you requested to have your Zazzle account closed. Due to your account being closed, we are unable to process the earnings.If you wish to get paid the balance in your account, we would have to reactivate your account in order for you to get paid.If you wish to do this, please let us know and we can accommodate that request.***Customer SupportZazzle Inc
As the customer’s account is open as of 5/12/2016, he can resend the request a payment option through the payment settings page in his Zazzle accountThe request from March was cancelled and expired when the issue with the customer’s closed account aroseZazzle will not be able to authorize a payment to be made until the customer makes the monetary request through his payment settings page directly
Initial Business Response /* (1000, 5, 2016/01/06) */
Zazzle worked with the customer directly via email with regards to the status of the customer's order on 12/22/Due to an unexpected delay with production, the customer's order queued for shipment on 12/31/Zazzle has confirmed a
delivery of the customer's order occurred on 1/4/For the customer's overall experience, and the unanticipated delay, Zazzle has authorized a full refund to the customer's purchasing payment method as of 1/5/Refunds are typically available between 7-business days, depending on the processing speed of the customer's financial institution
Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 08/10/Unfortunately, one of the items the customer ordered was delayedThe customer contacted Zazzle Customer Support by e-mail on 08/14/to get a status update on her orderThe
customer responded to that e-mail on 08/and requested to cancel the delayed item for her orderZazzle cancelled and refunded the delayed portion of her order on 08/21/The customer had multiple items on her orderThe shipping costs she was charged was for those two itemsFor the item she received, the shipping cost for that item alone is $Since she was charged $for shipping, Zazzle has issued a refund for $1.50, the difference between the two shipping costsThe customer can expect to see this refund in 7-business days depending on the policies of her financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded me the shipping cost
Initial Business Response /* (1000, 5, 2015/12/23) */
The customer placed an order with Zazzle.com on 12/6/2015, with Standard ShippingAs advertised during checkout messaging, cake picks have a manufacturing time of 4-business days plus the shipping time based on the shipping method selected
The customer's order queued for shipment on 12/15/via Standard shipping (4-business days)The customer emailed Zazzle.com on 12/15/2015, twice on 12/17/2015, and reached out to Zazzle via Social Media on 12/17/Zazzle received and responded to the customer on 12/17/via email, to express apology for the delay the customer initially experiencedIn this email, Zazzle's customer support team provided the customer with an option to reproduce and reship the customer's order with expedited shipping, in an attempt to get the order to the customer sooner than the original shipment's ETA provided - or advised the customer to reply if they would prefer a Zazzle account credit, or a direct refund for the initially delayed shipment of the orderTo date, Zazzle has not received a reply from the customer, indicating a preferenceAnother email has been sent to the email address associated with the customer's Zazzle accountZazzle advises the customer check the email associated with their Zazzle account, as it is not the email address the customer has submitted with this inquiry
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/12/30) */
The customer contacted Zazzle.com via email on 12/16/and 12/17/2015, regarding two phone cases purchased, with a request for a Return Merchandise Authorization due to the size of the case orderedZazzle's Customer Support team received and
responded to the customer's emails on 12/19/with a request for a digital image from the customer, of the received productsThis was done in an effort to expedite the customer's return processThe customer responded with a digital image on 12/22/2015, and Zazzle's team replied on 12/23/with the offer of a Zazzle Account Credit that could be used toward a replacement orderThe customer replied via email on 12/27/accepting the account credit to be placed in the customer's Zazzle accountThis credit was applied to the customer's Zazzle account on 12/28/2015, and an email confirmation was sent to the customerZazzle has reached out to the customer via email as of 12/29/2015, to see if there is any further assistance the customer is in need of
Zazzle's Customer Support team worked directly with the customer with regards to the missing items from the customer's orderA replacement was shipped on 12/29/with Express Shipping, and a delivery is scheduled for 12/30/Zazzle also authorized a full refund to the customer's purchasing
payment methodRefunds take 7-business days, depending on the processing speed of the customer's financial institutionZazzle will be following up with the customer directly with regards to the replacement items to ensure everything was received in good order
The customer worked with Zazzle.com directly regarding both orders mentioned in the customer's inquiryZazzle refunded the customer both shipping costs to the customer's purchasing payment methodThe customer can verify with their financial institution the shipping refund processed on 3/14/for order *** placed on 3/3/2016, and a shipping refund processed on 3/23/for order *** placed on 3/14/For the customer's overall experience, a $Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order, if the customer chooses to do soThis credit is available now, and it will not expire
Complaint: ***I am rejecting this response because: I still haven't received one shirt that I ordered The replacement shipment included one shirt I was missing and one shirt that I already hadI emailed the CR rep the day I got the shipment and she said she would be getting the missing shirt sentI followed up again two days ago because I haven't heard anything and still haven't received a response. Sincerely,*** ***
The customer placed an order with Zazzle.com on
12/7/2013. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer did successfully unsubscribe from the free trial within the day timeframeThe customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming years, and this was done as well
As the service the customer signed up for is a free one time trial, the customer’s second request for Zazzle Black on an order placed on 12/6/automatically placed an additional $charge in the customer’s shopping cartThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle on 12/6/with regards to the additional charge, and relayed to Zazzle that an attempt to use a shipping code had failed and the use of the Zazzle Black membership was not the customer’s intentionBecause it is a special accommodation, refunds for Zazzle Black can take up to business days to be returned to a customerUpon the customer not receiving the refund in the allotted timeframe, continued email correspondence was maintained between Zazzle and the customer
Zazzle regrets the customer’s refund was not processed in a timely manner, and has authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 7/27/The transaction ID number for this refund is: ***
For the customer’s overall experience, Zazzle has provided a $Zazzle Account Credit to the customer’s Zazzle account for use on a future order if the customer desiresThis credit is available now, and it will not expire
Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 12/11/The typical product turnaround time is 1-business days, plus shipping timeZazzle has upgraded the customer's shipping method to an Express courier, and the order has been expedited
with Zazzle's production teamFor the customer's overall experience, and the unexpected delay the customer has experienced with this order, Zazzle has authorized a full refund to the customer's purchasing payment method as of 1/5/Refunds typically take 7-business days to become available, depending on the processing speed of the customer's financial institutionThe customer's order will still ship as soon as soon as it is complete, and Zazzle's Customer Support Team is actively working with the customer via email
Initial Business Response /* (1000, 7, 2015/05/18) */
The customer placed an order on 5/1/2015, and the customer's order was queued for shipment on 5/2/with Standard shippingThis method typically takes 4-business days for time in transit, and this estimate is provided during the checkout
processThe customer contacted Zazzle via phone on 5/8/2015, expressing concern as they had not yet received the orderZazzle replaced and shipped the customer's replacement order at no cost to the customer, with an Express shipping methodThe customer's replacement order was delivered on 5/11/Zazzle can also confirm the customer's original order delivered on 5/13/
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
htis is one of the best businesses ive dealt web from the inter-webgood customer service kind and courteous
As stated in Zazzle’s Designer License Agreement ***), a designer may not use trademarked materialPandora Media, Inchas registered the word mark “Pandora” for Trademark Class 25, United States Patent and Trademark Office serial number*** Although the language in the trademark listing includes the phrase “namely, one-piece garments for infants,” the trademark is still applicable to all products that fall into Trademark Class 25, which is clothingThe customer’s design on women’s leggings qualify as clothing; therefore, Zazzle cannot allow it to be posted in their marketplace for sale. In regards to the term “Ouija,” this is trademarked by Hasbro United States Patent and Trademark Office serial numbers ***The few designs on Zazzle’s website were, unfortunately, not yet discovered by Zazzle’s Content Management Team and will be removed as soon as possibleHowever, the majority of designs are actually from Zazzle’s officially licensed Hasbro store: ***
Revdex.com:I still think this business is underhanded and shadyThey did refund the money and cancel the order But it took me jumping through hoops to get that done and their customer service is shady and absolutely nonexistent I believe they need to be fullly investigated and that people need to be very cautious in dealing with this company I will never attempt any business with them again Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/23) */
The customer affiliated with the provided order ID number contacted Zazzle.com via email, twice on 12/14/The first case (CAS-XXXXXXX-M6Y2L7) was opened by the customer at 10:34AM PST with a request for a Return Merchandise Authorization
The second case (CAS-XXXXXXX-M6Y2L7) was created by the customer at 10:43AM PST with the same request for a RMA, on the same dayZazzle received both inquiries on 12/17/2015, and a response was sent to the customer via the first submitted case with return instructions, including a pre-paid shipping label, to return the unwanted itemsThe email address associated with this inquiry is not the email address associated with the customer's Zazzle Account, and the email address ***@gmail.com is not affiliated with any communication the customer has had with Zazzle.comZazzle is also unable to locate any social media inquiries for the above listed contactFor security purposes, Zazzle is unable to provide any further information regarding this accountZazzle would advise the inquirer to check the email address associated with their Zazzle account, or contact Zazzle directly via phone at X-XXX-XXX-XXXX Monday - Friday 6AM - 6PM PST
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
IT IS A SHAME THAT IT TOOK A Revdex.com COMPLAINT TO GET THEM TO ACKNOWLEDGE THEIR MISTAKE, BUT THEY DID AND THEREFORE I AM SATISFIED.Sincerely, *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
tic is it to do the same ting over and over the same way, but expect a different resultThey were negligentPeriodThree timesThen they had the nerve to tell me I had to package all these mugs up and ship them backYes they offered to cover shipping, but the nearest UPS is almost an hour from my homeSo I asked how I Was going to be compensated for my time and gas to ship their defunked product back to themI told them they needed to schedule a pickup with UPS and they were unwilling to do soNot sure whyWe've had issues with things we've ordered from Amazon and Amazon has scheduled pick upsWe know it's possibleZazzle just didn't want toIt's not like UPS isn't at my house three or four times per weekSo that's when they offered to let me keep all of them and refund my moneyBut I haven't seen a dime back yet and until I do...this is NOT resolved!!!
The customer placed an order on the Zazzle website on 09/04/for custom mugsShe contacted Zazzle Customer Support by e-mail on 09/17/to state the mugs were not centered correctlyZazzle Customer Support requested images of the order
she received and the customer was provided with options on how she would like to proceedShe requested to have the mugs reprinted and sent a new orderThe customer received the replacement order on 09/21/She contacted Zazzle Customer Support by e-mail again on that same day, 09/21/to state once again the mugs were not centered to her likingShe was given the same options as before, either a refund, a Zazzle account credit or a reprint of her orderShe opted once again to have the order reprintedZazzle reprinted the order again and she received that order on 09/24/The customer contacted Zazzle Customer Support again by e-mail on 09/24/to state she was not satisfied with the third order of mugs she receivedZazzle's return policy, http://www.zazzle.com/returns states that in order to issue a refund or a replacement, the order must be returnedZazzle as a courtesy waived the return on the first two ordersZazzle Customer Support sent the customer a prepaid UPS label to return the final orderThe customer stated she would not return the package to UPS as per Zazzle's return instructionsAs a onetime courtesy, Zazzle waived the return on all three orders and the customer received a full refund as well as keeping all mugs that were sent to her
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their account of what happened is not accurateFirst of all, they printed the mugs wrong and I was content with them reprinting them rightThey had me go out of my way to take pictures and explain the issueThey then printed them out again and must have never looked at them to see if they were right before shipping them to meSo then they asked me for more pictures where I had to draw a *** grid to show them what was happeningThen they printed them again and again must have never looked at themHow i
Final Business Response /* (4000, 9, 2015/10/20) */
The customer was issued a full refund in the amount of $on 09/29/The transaction ID is attached verifying the customer's refundThe customer can verify her funds have been returned by contacting her bank or credit card company
Complaint: ***I am rejecting this response because:
First, It is not true that I first contacted Zazzle on December 5, Attached is an email from November 5, showing that is the day I contacted Zazzle regarding the $charge AND the day that I was wrongfully charged Second, it is not true that the refund was granted to me on December 28, Attached is an email from November 7, stating that they were granting the refund to the account it was charged from Third, I have contacted PayPal and there has been no attempt to refund $to my account from Zazzle, therefore, their claim that I was refunded the money on January 13th is also not true Finally, I have emails starting from January 18th and going until January 25th where I am requesting the transaction ID and the date of refund and receiving neither I attached an email from January 18th from Zazzle, which was in response to my request for an update on the refund The only answer I received was to take it up with my financial institution The last email was on January 24th where I again requested the transaction ID and date that the refund was issued The response I received was that as soon as he received it, he would forward it on to me Obviously, no refund has been issued from Zazzle on any date
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order for a shirt on the Zazzle website on 09/18/The item she ordered has a manufacturing time of 3-business daysThe customer contacted Zazzle Customer Support by phone on 09/24/to inquire about her order
Zazzle has two locations for Customer Support, Ireland and California (Zazzle's headquarters)During her first phone call, she spoke to a Customer Support Representative in Ireland as well as one of the supervisors for Ireland's Customer Support teamThe customer would also want to keep in mind, the time difference between the two locationsThe customer then called later and spoke to a Supervisor at the California locationZazzle's Customer Support Team cannot unfortunately contact our Production Department by phoneZazzle's Customer Support and Production facilities are located in separate locationsZazzle Customer Support communicates with the Production Team via e-mailThe customer's order was shipped on 09/24/with Express shipping business days after the order was placedAccording to the tracking information, the customer received the order twice and both orders were delivered on 09/25/meeting the customer's deadline she mentioned, 09/26/
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all you are leaving out a lot of things and your infois not entirely correctYou left out that after having to place a 2nd call because I'm in America and so are you but I reached a foreign country that could do nothing, resulted in then having to wait another hours to hear back from the person I contacted in California because I guess it that takes that long to send and receive an email in your company! The lack of your ability to obtain an answer via e-mail as to the status of the order was the problemWhich brings to the point that you have yet to explain, how its humanly possible for a department, that never gave an answer, is unreachable by phoneTelling your customers there is no answer from your co-workers after an entire workday has passed ** unacceptable
Further, the fact that you sent not but of the same order is indicative of the lack of organization and communication problemsThe same order was sent days after the first one and didn't arrive until 9/Either way, why would you send the same order twice on the same or days apart?!
I did not accept the 2nd order and it was returned
Final Business Response /* (4000, 9, 2015/10/21) */
Zazzle certainly apologizes for any inconvenience or disappointment the customer experiencedZazzle sent out another order to try and accommodate the customer's request to have the item by her deadlineZazzle has issued a full order refund for her experienceThe customer can expect to see this refund in the next 7-business days depending on the processing speed of her financial institution
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/17) */
The customer placed an order with Zazzle.com on 06/26/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in
which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
The customer contacted Zazzle Customer Support by phone on 07/31/and was advised that she had signed up for the Zazzle Black program in At that time, a refund of $was issued for the most recent charge on 07/29/Unfortunately, Zazzle is unable to issue any further refunds due to the length of time that has passed ** accordance with our financial institutionZazzle also opted the customer's account out of any auto renewalThe customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If that was made visible to me at the time of purchase I would not have agreed to itWhy was I told it would take days for reimbursement and it was placed back in immediately when reported? I would still like my other back that was stolen from me the first yearIt was done without my knowledge therefor under deceptive circumstancesVery grateful for the fast action of the Revdex.comThis kind of thing should not be allowed!
Final Business Response /* (4000, 9, 2015/09/02) */
As a onetime courtesy, Zazzle has issued another refund for the Zazzle Black membership charge of $that she was charged in July Since this is typically a non-refundable service, it can take up to days for this refund to be processedZazzle also opted the customer's account out of any auto renewalThe customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will never shop at Zazzle again and if it not reimbursed I will notify the Revdex.comWhy would it take days? It is taken out quickly
The customer placed an order with Zazzle.com on 7/2/2015. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in which the customer pays a $onetime fee to receive unlimited Standard
shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearsThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle on 8/3/with regards to the yearly chargeZazzle extended the customer the offer of a one-time courtesy refund for the membership, to have the funds returned to the customer’s purchasing payment method, which the customer acceptedBecause it is a special accommodation, refunds for Zazzle Black can take up to business days to be returned to a customerAs Zazzle can only return funds to a customer that have been paid directly to the company, Zazzle is not authorized to provide the customer with an additional $for their bank’s fees
Zazzle can confirm the customer reinstated his Zazzle account on 5/12/The below listed information is the email the customer was sent regarding his account on 5/4/2016:
------------------- Original Message -------------------From: SupportReceived: *** *** **To: *** ***Subject: Zazzle earnings .***Hello ***,In reviewing your account, it does show you had requested a payment in March. However, also at that time you requested to have your Zazzle account closed. Due to your account being closed, we are unable to process the earnings.If you wish to get paid the balance in your account, we would have to reactivate your account in order for you to get paid.If you wish to do this, please let us know and we can accommodate that request.***Customer SupportZazzle Inc
As the customer’s account is open as of 5/12/2016, he can resend the request a payment option through the payment settings page in his Zazzle accountThe request from March was cancelled and expired when the issue with the customer’s closed account aroseZazzle will not be able to authorize a payment to be made until the customer makes the monetary request through his payment settings page directly