Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 11/23/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 via email on 12/24/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 12/28/with an explanation as to the membershipThe customer expressed dissatisfaction and Zazzle offered the customer the terms and conditions of the membership the customer agreed to, and offered the customer a Zazzle account credit of $or a coupon code good for the value of $to be used toward a future orderOn 12/31/15, the customer also moved complaints to social mediaIn the interest of customer satisfaction, Zazzle authorized a one- time courtesy direct refund to the customer's purchasing payment methodZazzle also unsubscribed the customer from any auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order
A refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer was sent an email with the confirmation information as of 12/31/As the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response Zazzle has given is not trueI contacted Zazzle's customer service and was told there would be no refundAs they have stated, I said that this was not acceptable and again, I requested a refundAgain, I was told no refundI filed a complaint with paypal which was my payment methodPaypal stepped in and reversed the chargesI gave Zazzle more than one opportunity to resolve this issue before asking paypal to help, but they refused
Final Business Response /* (4000, 9, 2016/01/22) */
Zazzle confirmed with the customer via email on 12/31/2015, that a refund had been issuedThe following email response is what Zazzle's Customer Support team messaged at that time:
"Hello ***,
Thanks for contacting the support team at Zazzle
As a one-time courtesy, Zazzle will cancel your Zazzle Black membership and issue a refund for the cost of the membership
Because this is a special accommodation, the refund for the membership can take up to days to appear in your accountPlease note, in certain situations we may need more information to process this request, you will be contacted via email if this is the case
Feel free to use the Zazzle Black Service for as long as it remains active within your accountHowever, please be advised that it may be disabled without further notice
***
Customer Support Hero
Zazzle Inc
Incident Reference # CAS-XXXXXXX-X7B8C2"
Zazzle has confirmed the customer's refund was authorized on 12/31/The customer's Zazzle account is confirmed that no auto renewal shall take placeThe customer may continue to use Zazzle Black within the account through 12/24/
Initial Business Response /* (1000, 5, 2015/11/10) */
The customer placed an order with Zazzle.com on 11/1/The customer opted to take advantage of a 20% off sitewide promotion, and applied a coupon code SAVINGTHEDAY to the order
The details of the promotion are as follows: "20% of the
product net sale will be deducted when one or more qualifying products are purchasedThe coupon code SAVINGTHEDAY must be entered during checkout to receive the offerOffer is valid through November 1, at 11:59PM PTFor most products, the net sale price is the price of the product (excluding shipping and taxes)For Zazzle Custom Stamps, the net sale price is the difference between the price of the Zazzle Custom Stamps (excluding shipping and taxes) and the face value of the postageThis offer does not apply to screen-printed apparel or fabricThis offer only applies to qualifying products marked "Sold by Zazzle" or to in-stock Zazzle Heart productsThis offer may not be combined with any other Zazzle promotional or volume discount offers and may not be applied to past purchasesIf a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greaterOffer valid on Zazzle.com only"
Upon review of the customer's order, a 20% discount was receivedThe breakdown is as follows:
Custom Address Labels #- QTY: sheets x $per sheet = $- 20% = $(the amount the customer was charged for this product)
Custom Address Labels #- QTY sheets x $per sheet = $- 20% = $(the amount the customer was charged for this product)
Per the terms and conditions stated for the promotion that was used, If a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greaterPromotional offers do not stack with quantity discountsThe customer posted reviews on two third party websites with regards to the listed complaint, and Zazzle provided a response to the customer via email on 11/5/with the information regarding the promotional discount receivedZazzle received no other means of contact from the customerZazzle does offer the option of a full return for a refund, within days of receipt, if the customer would like to return the order
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quantity pricing is not the same thing as a promotional discount
Customers receive a reduced price for purchasing larger quantitiesThat is the price charged for the itemThe Zazzle website offered a 20% "sale" for orders made by a specific date (Sunday night)The Zazzle customer service was closed when I tried to call
This company seems to be mixing up the incentive to place a large quantity order with an "advertised sale" promoted on their website
This deceptive practice MUST be stopped
Final Business Response /* (4000, 9, 2015/11/24) */
The details of the promotional offer states the offer only applies to qualifying products and may not be combined with any other Zazzle promotional or volume discount offer, and it may not be applied to past purchasesThe customer did receive a 20% discount on his ordered products, as it was clarified in the initial response
Promotional offers do not stack with quantity discountsZazzle recommends if a customer has a question or concern with the items in the shopping cart, or the price at the time of an order, that the customer notifies Zazzle via phone or email before placing the orderBy proceeding with the order as it stands in the shopping cart, the customer is consenting to pay the price for the product and shipping charges listed at the time of purchaseAs a courtesy, Zazzle has authorized a 20% refund against the subtotal of the customer's orderRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Final Consumer Response /* (2000, 11, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took time and persistence on my part, but Zazzle finally conceded that they need to honor advertised specialsThey did refund the correct balance to my accountI am not impressed with Zazzle but am satisfied that this issue is resolved
The customer placed an order with Zazzle.com on 10/5/2016. 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 via email on 12/5/with regards to the charge in questionZazzle received and replied to the customer's email as of 12/28/and unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customedr’s requestThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment, and expedited the refund processThe membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refundRefunds for this service typically take up to days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institutionZazzle can confirm the customer’s refund was processed on 1/13/At this time, Zazzle has requested a transaction ID number for the refund in question, and it will be emailed to the customer as soon as it becomes available
The customer placed an order for a t-shirt on 8/20/Zazzle would love to print every design that users orderHowever, Zazzle must abide by all applicable U.S laws and standards, as well as the content guidelines and copyright policies that Zazzle has also put into placeUnfortunately, the
customer’s order was canceled because it featured a design that did not meet Zazzle’s Acceptable Content GuidelinesSpecifically, the products contained trademark-protected content related to the celebrity band *** *** ***Zazzle notified the customer of the violations via email on 8/21/upon the cancelation of the customer’s orderZazzle’s Acceptable Content Guidelines can be found here: https://help.zazzle.com/hc/en-us/articles/219144348-What-content-is-acceptable-f...⇄ />
Zazzle further reached out to the customer on 8/29/to clarify any further confusion with regards to the canceled order, as well as provided the customer with a $off coupon code good for a future purchase of a different item with Zazzle.com if the customer chose
The customer placed an order with Zazzle*** on 7/29/2014. 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 (***). As the customer did opt out of the free trial, no charge was made to the customer’s payment method for Zazzle BlackHowever, a Zazzle Black free trial is only provided once per lifetime of a Zazzle account
The customer placed an order12/4/and selected the offer for a Zazzle Black TrialAs the customer’s account had already incurred one, it would have then appeared in the shopping cart as an additional but separate charge for $The customer contacted Zazzle on 12/5/via email with regards to the charge, and a Customer Service Representative received and responded to the customer’s emailZazzle authorized an account credit to the customer’s Zazzle Account, for the amount of $As of 12/Zazzle has further reached out to the customer with the confirmation that a direct refund would be processed to the customer’s purchasing payment methodBecause it is a special accommodation, it could take up to business days for the payment to be posted. Zazzle has confirmed via email dated 12/15/
Initial Business Response /* (1000, 5, 2016/01/29) */
Zazzle has been in open correspondence via email regarding the images in question, and why Zazzle's Content Management Team removed the images from the websiteThe customer was further provided with direct contact information
(***@zazzle.com) for Zazzle's Content department, for any further inquiries, questions, or concerns with the reasons behind the actions that were taken against the customer's Zazzle accountZazzle's customer support team further advised the customer upon request for the customer's account and store deletion, that in order to obtain the necessary payment of earnings accrued in the customer's account, the customer would be required to update the payment settings page within the Zazzle account associated with the customer's storeThe customer is currently missing necessary information required by the IRS in order to be issued a payment, to be clear, the customer must add a name to the Legal Name field located on the payment settings form
All designers were notified on 3/18/via an email newsletter that changes would occur with their accounts and that information required for tax purposes would need to be updated, to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT")IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEYOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER)ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
Zazzle is unable to accommodate the customer's request for a payment until the information is completeZazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be madeThe customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace
If the customer makes no further updates or changes to the payment settings, but still desires the account to be closed, Zazzle will be happy to comply with the requestHowever, a payment will not be authorized to be paid outIf the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't need to up date anythingAll that is needed is for these thieving ss to send me my money !!!
Also, they are still displaying and selling products with my imagesThis is a DIRECT VIOLATION OF MY COPYRIGHT and prosecution proceedings will be started within the next to days
Once again...NOTHING NEEDS TO BE UPDATED !!! They do not seem to have had any trouble sending me payments in the past, so everything is up to dateThis is nothing more than an attempt on the part or these low-lifes to make things difficult, and this is exactly the kind of garbage on their part that this entire complaint is about
Final Business Response /* (4000, 9, 2016/02/12) */
Zazzle is unable to accommodate the customer's request for a payment until the missing information located on the payment settings page of the customer's account is completeThe customer can locate the payment settings page within the account, here: https://www.zazzle.com/my/earnings/paymentsettings
Zazzle has confirmed the customer is missing information in the LEGAL NAME FIELD of this form, which is required for tax reporting purposesZazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be madeThe customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace
To be clear, a payment cannot be authorized to be paid out until the customer complies with providing the information needed in the payment settings pageZazzle has provided a screen capture of the customer's missing Legal Name information, to indicate the area within the payment settings page the customer may add, save, and be eligible for a payment
If the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request
Zazzle processes payments for Zazzle orders only after they have moved into the "Processed" state, following a brief "Pending" period where order data is verified and transmitted to our production facility
According to our records, there are no orders associated with the contact information that
has been provided
Occasionally, if an attempt was made to click the “place order now” button during checkout, a customer's financial institution may place a temporary hold on authorized funds for the order amount during (or immediately following) the checkout processThese holds may be triggered by the financial institution (as a protective measure) whether or not the actual order is finalizedIn some cases, this action may result in what appears to be a duplicate or multiple charge for a single order
Funds that are captured in this manner are later removed at the discretion of the financial institution (the pending transactions roll off)If an account is showing a duplicate charge for a Zazzle order, Zazzle recommends the customer review their account activity over the course of the next couple of business days to verify that the funds are released
Zazzle can confirm the customer’s order delivered on 1/13/The customer worked directly with Zazzle’s customer support team with regards to the delay the customer experienced, and a full order and shipping refund was authorized to the customer’s purchasing payment methodZazzle values all
feedback provided by their customers and appreciates the customer taking the time to provide such, as Zazzle is always looking for ways to improveFor the customer’s overall experience, Zazzle has placed a $Zazzle Account Credit into the customer’s Zazzle Account for use toward a future order if the customer choosesThis credit can be used toward any future order, and it will not expire
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer contacted Zazzle.com via phone on 5/15/2015, expressing concern with regards to an anticipated earnings payment for the month of May, for the cleared earnings accrued in her Zazzle accountZazzle Customer Support explained to the
customer the reason why the payment was cancelled, and what steps the customer would need to take in order to make her account eligible for payment in the next payment cycle (by June 15, 2015)
Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updated
Each month-long earnings cycle is followed by days of clearance before payment of the accrued earnings can take placeThe customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been artists for Zazzle since about Sept where we had a signed, written VIP agreement with Zazzle through Rob GreenleafWe have received 1099s artist royalty IRS forms since
As apart of the VIP written agreement Zazzle was provided with hard copies of our social security cardsZazzle paid us in installments for our time to load artwork onto their site on top of artist royalty commission
We never received any notice from Zazzle that they were changing their procedures to pay our artist commissionTheir change required the entry of the legal name of the artist which is what we had entered based on what entered into by the VIP written agreementZazzle set up our account entering tax information and created our shop, loaded products with our imagesZazzle's Disney partner used our artwork posters in a TV show
Zazzle added a field in the commission payment screen changing the rules after years of paying us commission where they did not notify usZazzle has not communicated with us by email for yearsThe only information we receive from Zazzle is through their PayPal commission statementNo notice of their commission change was sent on their commission statementNo information on the changes to Zazzle commission payments was posted for artists when they signed into their accounts, on their commission status page or on the account information pageZazzle concealed this change information in forums where we would have no reason to view their forum
Zazzle does not address how artist royalties will be paid for artists that do not give their legal names such as turning them over to unclaimed propertyThe sneaky method Zazzle used to require a legal name enables them to keep artist royalties
We have the 1099s issued by Zazzle for the past years and the original VIP signed agreement to prove our royalties were paid and properly reported to the IRS
The claim of Zazzle of needing days to verify artist social security card information is outlandish since employers have online access to e-verify immediately
Our art is sold through print on demand competitors of Zazzle that e-verified our legal name years ago and we have never experienced any sort of late payment on commission
Final Business Response /* (4000, 9, 2015/06/17) */
As stated in our previous response, Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT")IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEYOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER)ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/
I did update my account on May 16, when I did not receive my May commissionI have a record of phone calls I made and voicemail left by Zazzle indicting my account had been updated and I would be receiving my commission on 6/15/
I had Zazzle on the phone when their representative verified my commission and I read them what I was seeing on the screen where I hit saveZazzle never told me that would delay my commission again
Initial Business Response /* (1000, 5, 2016/01/29) */
The customer placed an order with Zazzle.com on 1/14/During check out of the order, the customer opted to take advantage of a day free trial offer 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 via email on 1/18/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 1/19/with an explanation as to the membershipThe customer expressed dissatisfaction via this medium of contact, and Zazzle has authorized a one- time courtesy direct refund to the customer's purchasing payment methodZazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black MembershipThe customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order
A refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment on 1/27/As the membership is typically not refundable, it may take 7-business days for the customer to see the refund applied to their purchasing payment method, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer placed an order with Zazzle.com on 3/2/2015. 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 via *** on 8/21/with regards to the auto renewal charge in questionZazzle reached out to the customer via email as of 8/21/16, and they unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customer’s requestThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
Zazzle also authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 8/22/The membership is typically a non-refundable service, and as such, refunds for this service typically take up to days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institutionZazzle has confirmed this information in an email sent to the customer on 8/21/
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Suzanne ***
Complaint: ***I am rejecting this response because:The company refused to acknowledge and apologize for:- Blaming me for having default settings on their product that are not fit for printZazzle representatives acted as if it was my fault their product isn't fit to print by defaultThen, in the Revdex.com response, again try to place blame on me for and insinuate that I took advantage of the credit by getting something else with itthe credit didn't cover the cost of replacing what I wanted, and why would I get something that isn't set properly at default?- Offering a replacement but then only crediting the account for half of the cost to effectively replace the product (not even counting shipping), and then refusing to just refund the money.- Providing misinformation on every occasion I had to make contact_Crediting half of the cost for the replacement was not explained when I was told I would receive a replacement_Additional shipping charges were not mentioned_I was told after further contact that shipping would be upgraded to premium at no chargePremium shipping took longer than regular shipping(But it was free) _A representative told me that the part of my second shipment that didn't arrive (even though their delivery service marked it delivered), would be expedited in both production and shipping and that it would be overnighted by a different carrier and arrive the next day or the day afterNONE of that happened(The replacement was free)- When replacement shipment for the second order finally did arrive, inexplicably, in my locked USPS mailbox, five days after it was reported as delivered by their shipping agent, which was not USPS, it only contained 1/of the shipment. The company did eventually refund my money, which satisfies my number one complaint (but doesn't cover my time expenses), and anyone with whom I spoke was polite (less the response at Revdex.com) and professionalI will never place another order with this companyThey have too many competitors, and I have never had a problem with any of the others I have used.
Sincerely,
*** ***
The customer placed an order on Zazzle.com on 5/2/On 5/3/Zazzle’s Content Management Team sent the customer an email advising of a customization flawThe email asked for a reply from the customer to process the order as is, or cancel the order so that changes can be made and a new order placedOn 5/6/Zazzle’s Content Management Team cancelled the order, as there was no response from the customer and an e-mail was sent to the customer regarding the cancellationOn 5/17/the customer called Zazzle Support and advised that she has not received her refund for the cancelled orderA Zazzle customer service representative advised the customer that the refund may take 7-business days, and sent the customer a confirmation emailThe customer has not replied or contacted Zazzle support since then
Because Zazzle Black is a nonrefundable charge, Zazzle has to manually issue the refundZazzle has told the customer that this can take up to days to process since it is a manual process by their finance departmentIn the meantime, Zazzle provided the customer with the receipt of the refund via e-mail on 2/5/as proofZazzle also told the customer that they will provide them with the transaction id number once they are able to get it from their finance department
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
The customer placed an order with Zazzle*** on 3/5/2015. During check out of the order, the customer opted to take advantage of a day free trial offer 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 ***).
The customer contacted Zazzle via email on 4/7/with regards to the membership in questionZazzle’s Customer Support team received and responded to the customer’s email on 4/7/with an explanation as to the membership, including the non-refundable terms and conditions the customer agreed toThe customer expressed dissatisfaction via this medium of contact, and Zazzle authorized a one- time courtesy account credit or a refund to the customer’s Zazzle AccountZazzle also unsubscribed the customer from any auto renewal of the Zazzle Black MembershipThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
The customer expressed dissatisfaction for the offer of credit, and Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment on 4/10/The membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refundZazzle’s finance department was able to verify the necessary information with the customer as of 4/12/16, at which time a refund was processedRefunds typically take 7-business days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution
The customer has been in ongoing contact with Zazzle.com via email, phone, and social media with regards to the customer’s overall order experienceThe customer experienced a delay due to an out of stock option for the customer’s apparel item that was no longer available. Zazzle authorized a
full order refund to the customer’s purchasing payment method on 10/18/2016, and the customer was sent three replacement alternative shirt options at no cost. Zazzle also sent the customer three apparel items with the customer’s design to provide options for a suitable replacementThis was shipped 10/25/2016, and Zazzle can confirm delivery occurred on 10/26/
Initial Business Response /* (1000, 5, 2015/04/29) */
The customer placed an order with Zazzle.com on 3/18/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)
To date, Zazzle has received no email or phone communication from the customer regarding the customer's inquiryZazzle has confirmed the customer was able to unsubscribe their Zazzle account from the auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderAs of 4/29/2015, a refund has been authorized for the most recent Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer has been sent an email with the confirmation informationAs the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance departmentPer the details outlined in the membership agreement, this service is typically non-refundableZazzle is unauthorized to provide a refund for any charge processed prior to
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 11/23/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 via email on 12/24/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 12/28/with an explanation as to the membershipThe customer expressed dissatisfaction and Zazzle offered the customer the terms and conditions of the membership the customer agreed to, and offered the customer a Zazzle account credit of $or a coupon code good for the value of $to be used toward a future orderOn 12/31/15, the customer also moved complaints to social mediaIn the interest of customer satisfaction, Zazzle authorized a one- time courtesy direct refund to the customer's purchasing payment methodZazzle also unsubscribed the customer from any auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order
A refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer was sent an email with the confirmation information as of 12/31/As the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response Zazzle has given is not trueI contacted Zazzle's customer service and was told there would be no refundAs they have stated, I said that this was not acceptable and again, I requested a refundAgain, I was told no refundI filed a complaint with paypal which was my payment methodPaypal stepped in and reversed the chargesI gave Zazzle more than one opportunity to resolve this issue before asking paypal to help, but they refused
Final Business Response /* (4000, 9, 2016/01/22) */
Zazzle confirmed with the customer via email on 12/31/2015, that a refund had been issuedThe following email response is what Zazzle's Customer Support team messaged at that time:
"Hello ***,
Thanks for contacting the support team at Zazzle
As a one-time courtesy, Zazzle will cancel your Zazzle Black membership and issue a refund for the cost of the membership
Because this is a special accommodation, the refund for the membership can take up to days to appear in your accountPlease note, in certain situations we may need more information to process this request, you will be contacted via email if this is the case
Feel free to use the Zazzle Black Service for as long as it remains active within your accountHowever, please be advised that it may be disabled without further notice
***
Customer Support Hero
Zazzle Inc
Incident Reference # CAS-XXXXXXX-X7B8C2"
Zazzle has confirmed the customer's refund was authorized on 12/31/The customer's Zazzle account is confirmed that no auto renewal shall take placeThe customer may continue to use Zazzle Black within the account through 12/24/
Initial Business Response /* (1000, 5, 2015/11/10) */
The customer placed an order with Zazzle.com on 11/1/The customer opted to take advantage of a 20% off sitewide promotion, and applied a coupon code SAVINGTHEDAY to the order
The details of the promotion are as follows: "20% of the
product net sale will be deducted when one or more qualifying products are purchasedThe coupon code SAVINGTHEDAY must be entered during checkout to receive the offerOffer is valid through November 1, at 11:59PM PTFor most products, the net sale price is the price of the product (excluding shipping and taxes)For Zazzle Custom Stamps, the net sale price is the difference between the price of the Zazzle Custom Stamps (excluding shipping and taxes) and the face value of the postageThis offer does not apply to screen-printed apparel or fabricThis offer only applies to qualifying products marked "Sold by Zazzle" or to in-stock Zazzle Heart productsThis offer may not be combined with any other Zazzle promotional or volume discount offers and may not be applied to past purchasesIf a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greaterOffer valid on Zazzle.com only"
Upon review of the customer's order, a 20% discount was receivedThe breakdown is as follows:
Custom Address Labels #- QTY: sheets x $per sheet = $- 20% = $(the amount the customer was charged for this product)
Custom Address Labels #- QTY sheets x $per sheet = $- 20% = $(the amount the customer was charged for this product)
Per the terms and conditions stated for the promotion that was used, If a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greaterPromotional offers do not stack with quantity discountsThe customer posted reviews on two third party websites with regards to the listed complaint, and Zazzle provided a response to the customer via email on 11/5/with the information regarding the promotional discount receivedZazzle received no other means of contact from the customerZazzle does offer the option of a full return for a refund, within days of receipt, if the customer would like to return the order
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quantity pricing is not the same thing as a promotional discount
Customers receive a reduced price for purchasing larger quantitiesThat is the price charged for the itemThe Zazzle website offered a 20% "sale" for orders made by a specific date (Sunday night)The Zazzle customer service was closed when I tried to call
This company seems to be mixing up the incentive to place a large quantity order with an "advertised sale" promoted on their website
This deceptive practice MUST be stopped
Final Business Response /* (4000, 9, 2015/11/24) */
The details of the promotional offer states the offer only applies to qualifying products and may not be combined with any other Zazzle promotional or volume discount offer, and it may not be applied to past purchasesThe customer did receive a 20% discount on his ordered products, as it was clarified in the initial response
Promotional offers do not stack with quantity discountsZazzle recommends if a customer has a question or concern with the items in the shopping cart, or the price at the time of an order, that the customer notifies Zazzle via phone or email before placing the orderBy proceeding with the order as it stands in the shopping cart, the customer is consenting to pay the price for the product and shipping charges listed at the time of purchaseAs a courtesy, Zazzle has authorized a 20% refund against the subtotal of the customer's orderRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Final Consumer Response /* (2000, 11, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took time and persistence on my part, but Zazzle finally conceded that they need to honor advertised specialsThey did refund the correct balance to my accountI am not impressed with Zazzle but am satisfied that this issue is resolved
The customer placed an order with Zazzle.com on 10/5/2016. 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 via email on 12/5/with regards to the charge in questionZazzle received and replied to the customer's email as of 12/28/and unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customedr’s requestThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment, and expedited the refund processThe membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refundRefunds for this service typically take up to days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institutionZazzle can confirm the customer’s refund was processed on 1/13/At this time, Zazzle has requested a transaction ID number for the refund in question, and it will be emailed to the customer as soon as it becomes available
The customer placed an order for a t-shirt on 8/20/Zazzle would love to print every design that users orderHowever, Zazzle must abide by all applicable U.S laws and standards, as well as the content guidelines and copyright policies that Zazzle has also put into placeUnfortunately, the
customer’s order was canceled because it featured a design that did not meet Zazzle’s Acceptable Content GuidelinesSpecifically, the products contained trademark-protected content related to the celebrity band *** *** ***Zazzle notified the customer of the violations via email on 8/21/upon the cancelation of the customer’s orderZazzle’s Acceptable Content Guidelines can be found here: https://help.zazzle.com/hc/en-us/articles/219144348-What-content-is-acceptable-f...⇄ /> Zazzle further reached out to the customer on 8/29/to clarify any further confusion with regards to the canceled order, as well as provided the customer with a $off coupon code good for a future purchase of a different item with Zazzle.com if the customer chose
The customer placed an order with Zazzle*** on 7/29/2014. 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 (***). As the customer did opt out of the free trial, no charge was made to the customer’s payment method for Zazzle BlackHowever, a Zazzle Black free trial is only provided once per lifetime of a Zazzle account
The customer placed an order12/4/and selected the offer for a Zazzle Black TrialAs the customer’s account had already incurred one, it would have then appeared in the shopping cart as an additional but separate charge for $The customer contacted Zazzle on 12/5/via email with regards to the charge, and a Customer Service Representative received and responded to the customer’s emailZazzle authorized an account credit to the customer’s Zazzle Account, for the amount of $As of 12/Zazzle has further reached out to the customer with the confirmation that a direct refund would be processed to the customer’s purchasing payment methodBecause it is a special accommodation, it could take up to business days for the payment to be posted. Zazzle has confirmed via email dated 12/15/
Initial Business Response /* (1000, 5, 2016/01/29) */
s to send me my money !!!
Zazzle has been in open correspondence via email regarding the images in question, and why Zazzle's Content Management Team removed the images from the websiteThe customer was further provided with direct contact information
(***@zazzle.com) for Zazzle's Content department, for any further inquiries, questions, or concerns with the reasons behind the actions that were taken against the customer's Zazzle accountZazzle's customer support team further advised the customer upon request for the customer's account and store deletion, that in order to obtain the necessary payment of earnings accrued in the customer's account, the customer would be required to update the payment settings page within the Zazzle account associated with the customer's storeThe customer is currently missing necessary information required by the IRS in order to be issued a payment, to be clear, the customer must add a name to the Legal Name field located on the payment settings form
All designers were notified on 3/18/via an email newsletter that changes would occur with their accounts and that information required for tax purposes would need to be updated, to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT")IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEYOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER)ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
Zazzle is unable to accommodate the customer's request for a payment until the information is completeZazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be madeThe customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace
If the customer makes no further updates or changes to the payment settings, but still desires the account to be closed, Zazzle will be happy to comply with the requestHowever, a payment will not be authorized to be paid outIf the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't need to up date anythingAll that is needed is for these thieving s
Also, they are still displaying and selling products with my imagesThis is a DIRECT VIOLATION OF MY COPYRIGHT and prosecution proceedings will be started within the next to days
Once again...NOTHING NEEDS TO BE UPDATED !!! They do not seem to have had any trouble sending me payments in the past, so everything is up to dateThis is nothing more than an attempt on the part or these low-lifes to make things difficult, and this is exactly the kind of garbage on their part that this entire complaint is about
Final Business Response /* (4000, 9, 2016/02/12) */
Zazzle is unable to accommodate the customer's request for a payment until the missing information located on the payment settings page of the customer's account is completeThe customer can locate the payment settings page within the account, here: https://www.zazzle.com/my/earnings/paymentsettings
Zazzle has confirmed the customer is missing information in the LEGAL NAME FIELD of this form, which is required for tax reporting purposesZazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be madeThe customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace
To be clear, a payment cannot be authorized to be paid out until the customer complies with providing the information needed in the payment settings pageZazzle has provided a screen capture of the customer's missing Legal Name information, to indicate the area within the payment settings page the customer may add, save, and be eligible for a payment
If the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request
Zazzle processes payments for Zazzle orders only after they have moved into the "Processed" state, following a brief "Pending" period where order data is verified and transmitted to our production facility
According to our records, there are no orders associated with the contact information that
has been provided
Occasionally, if an attempt was made to click the “place order now” button during checkout, a customer's financial institution may place a temporary hold on authorized funds for the order amount during (or immediately following) the checkout processThese holds may be triggered by the financial institution (as a protective measure) whether or not the actual order is finalizedIn some cases, this action may result in what appears to be a duplicate or multiple charge for a single order
Funds that are captured in this manner are later removed at the discretion of the financial institution (the pending transactions roll off)If an account is showing a duplicate charge for a Zazzle order, Zazzle recommends the customer review their account activity over the course of the next couple of business days to verify that the funds are released
Zazzle can confirm the customer’s order delivered on 1/13/The customer worked directly with Zazzle’s customer support team with regards to the delay the customer experienced, and a full order and shipping refund was authorized to the customer’s purchasing payment methodZazzle values all
feedback provided by their customers and appreciates the customer taking the time to provide such, as Zazzle is always looking for ways to improveFor the customer’s overall experience, Zazzle has placed a $Zazzle Account Credit into the customer’s Zazzle Account for use toward a future order if the customer choosesThis credit can be used toward any future order, and it will not expire
Initial Business Response /* (1000, 5, 2015/06/04) */
The customer contacted Zazzle.com via phone on 5/15/2015, expressing concern with regards to an anticipated earnings payment for the month of May, for the cleared earnings accrued in her Zazzle accountZazzle Customer Support explained to the
customer the reason why the payment was cancelled, and what steps the customer would need to take in order to make her account eligible for payment in the next payment cycle (by June 15, 2015)
Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updated
Each month-long earnings cycle is followed by days of clearance before payment of the accrued earnings can take placeThe customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been artists for Zazzle since about Sept where we had a signed, written VIP agreement with Zazzle through Rob GreenleafWe have received 1099s artist royalty IRS forms since
As apart of the VIP written agreement Zazzle was provided with hard copies of our social security cardsZazzle paid us in installments for our time to load artwork onto their site on top of artist royalty commission
We never received any notice from Zazzle that they were changing their procedures to pay our artist commissionTheir change required the entry of the legal name of the artist which is what we had entered based on what entered into by the VIP written agreementZazzle set up our account entering tax information and created our shop, loaded products with our imagesZazzle's Disney partner used our artwork posters in a TV show
Zazzle added a field in the commission payment screen changing the rules after years of paying us commission where they did not notify usZazzle has not communicated with us by email for yearsThe only information we receive from Zazzle is through their PayPal commission statementNo notice of their commission change was sent on their commission statementNo information on the changes to Zazzle commission payments was posted for artists when they signed into their accounts, on their commission status page or on the account information pageZazzle concealed this change information in forums where we would have no reason to view their forum
Zazzle does not address how artist royalties will be paid for artists that do not give their legal names such as turning them over to unclaimed propertyThe sneaky method Zazzle used to require a legal name enables them to keep artist royalties
We have the 1099s issued by Zazzle for the past years and the original VIP signed agreement to prove our royalties were paid and properly reported to the IRS
The claim of Zazzle of needing days to verify artist social security card information is outlandish since employers have online access to e-verify immediately
Our art is sold through print on demand competitors of Zazzle that e-verified our legal name years ago and we have never experienced any sort of late payment on commission
Final Business Response /* (4000, 9, 2015/06/17) */
As stated in our previous response, Zazzle messaged all designers on 3/18/via an email newsletter that changes would occur with their accounts and the information that was required to prevent any unnecessary delays with future paymentsZazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT")IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEYOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER)ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/As the customer's settings were updated on 6/1/2015, the customer's account will not be eligible for an earnings payment for any cleared earnings until 7/15/This information was relayed to the customer during a phone call on 6/2/with Zazzle's Customer Support teamZazzle is unable to accommodate the customer's request for a payment on 6/15/as the updated payee information was not submitted in the timeframe the customer had been allotted to be eligible for a payment on that dateAs of 6/4/2015, Zazzle can verify the customer's payment settings are up to dateIf the customer makes no further updates or changes to her payment settings, she will be eligible for a payment on 7/15/Zazzle advises no further changes are made, as this will result in another day wait period before the customer's account is eligible for payment
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer would have needed to update her payment settings no later than 5/31/to be eligible for a payment on 6/15/
I did update my account on May 16, when I did not receive my May commissionI have a record of phone calls I made and voicemail left by Zazzle indicting my account had been updated and I would be receiving my commission on 6/15/
I had Zazzle on the phone when their representative verified my commission and I read them what I was seeing on the screen where I hit saveZazzle never told me that would delay my commission again
Initial Business Response /* (1000, 5, 2016/01/29) */
The customer placed an order with Zazzle.com on 1/14/During check out of the order, the customer opted to take advantage of a day free trial offer 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 via email on 1/18/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 1/19/with an explanation as to the membershipThe customer expressed dissatisfaction via this medium of contact, and Zazzle has authorized a one- time courtesy direct refund to the customer's purchasing payment methodZazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black MembershipThe customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order
A refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment on 1/27/As the membership is typically not refundable, it may take 7-business days for the customer to see the refund applied to their purchasing payment method, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer placed an order with Zazzle.com on 3/2/2015. 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 via *** on 8/21/with regards to the auto renewal charge in questionZazzle reached out to the customer via email as of 8/21/16, and they unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customer’s requestThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
Zazzle also authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 8/22/The membership is typically a non-refundable service, and as such, refunds for this service typically take up to days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institutionZazzle has confirmed this information in an email sent to the customer on 8/21/
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Suzanne ***
Complaint: ***I am rejecting this response because:The company refused to acknowledge and apologize for:- Blaming me for having default settings on their product that are not fit for printZazzle representatives acted as if it was my fault their product isn't fit to print by defaultThen, in the Revdex.com response, again try to place blame on me for and insinuate that I took advantage of the credit by getting something else with itthe credit didn't cover the cost of replacing what I wanted, and why would I get something that isn't set properly at default?- Offering a replacement but then only crediting the account for half of the cost to effectively replace the product (not even counting shipping), and then refusing to just refund the money.- Providing misinformation on every occasion I had to make contact_Crediting half of the cost for the replacement was not explained when I was told I would receive a replacement_Additional shipping charges were not mentioned_I was told after further contact that shipping would be upgraded to premium at no chargePremium shipping took longer than regular shipping(But it was free) _A representative told me that the part of my second shipment that didn't arrive (even though their delivery service marked it delivered), would be expedited in both production and shipping and that it would be overnighted by a different carrier and arrive the next day or the day afterNONE of that happened(The replacement was free)- When replacement shipment for the second order finally did arrive, inexplicably, in my locked USPS mailbox, five days after it was reported as delivered by their shipping agent, which was not USPS, it only contained 1/of the shipment. The company did eventually refund my money, which satisfies my number one complaint (but doesn't cover my time expenses), and anyone with whom I spoke was polite (less the response at Revdex.com) and professionalI will never place another order with this companyThey have too many competitors, and I have never had a problem with any of the others I have used.
Sincerely,
*** ***
The customer placed an order on Zazzle.com on 5/2/On 5/3/Zazzle’s Content Management Team sent the customer an email advising of a customization flawThe email asked for a reply from the customer to process the order as is, or cancel the order so that changes can be made and a new order placedOn 5/6/Zazzle’s Content Management Team cancelled the order, as there was no response from the customer and an e-mail was sent to the customer regarding the cancellationOn 5/17/the customer called Zazzle Support and advised that she has not received her refund for the cancelled orderA Zazzle customer service representative advised the customer that the refund may take 7-business days, and sent the customer a confirmation emailThe customer has not replied or contacted Zazzle support since then
Because Zazzle Black is a nonrefundable charge, Zazzle has to manually issue the refundZazzle has told the customer that this can take up to days to process since it is a manual process by their finance departmentIn the meantime, Zazzle provided the customer with the receipt of the refund via e-mail on 2/5/as proofZazzle also told the customer that they will provide them with the transaction id number once they are able to get it from their finance department
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
The customer placed an order with Zazzle*** on 3/5/2015. During check out of the order, the customer opted to take advantage of a day free trial offer 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 ***).
The customer contacted Zazzle via email on 4/7/with regards to the membership in questionZazzle’s Customer Support team received and responded to the customer’s email on 4/7/with an explanation as to the membership, including the non-refundable terms and conditions the customer agreed toThe customer expressed dissatisfaction via this medium of contact, and Zazzle authorized a one- time courtesy account credit or a refund to the customer’s Zazzle AccountZazzle also unsubscribed the customer from any auto renewal of the Zazzle Black MembershipThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
The customer expressed dissatisfaction for the offer of credit, and Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment on 4/10/The membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refundZazzle’s finance department was able to verify the necessary information with the customer as of 4/12/16, at which time a refund was processedRefunds typically take 7-business days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution
The customer has been in ongoing contact with Zazzle.com via email, phone, and social media with regards to the customer’s overall order experienceThe customer experienced a delay due to an out of stock option for the customer’s apparel item that was no longer available. Zazzle authorized a
full order refund to the customer’s purchasing payment method on 10/18/2016, and the customer was sent three replacement alternative shirt options at no cost. Zazzle also sent the customer three apparel items with the customer’s design to provide options for a suitable replacementThis was shipped 10/25/2016, and Zazzle can confirm delivery occurred on 10/26/
Initial Business Response /* (1000, 5, 2015/04/29) */
The customer placed an order with Zazzle.com on 3/18/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)
To date, Zazzle has received no email or phone communication from the customer regarding the customer's inquiryZazzle has confirmed the customer was able to unsubscribe their Zazzle account from the auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderAs of 4/29/2015, a refund has been authorized for the most recent Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer has been sent an email with the confirmation informationAs the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance departmentPer the details outlined in the membership agreement, this service is typically non-refundableZazzle is unauthorized to provide a refund for any charge processed prior to
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***