Initial Business Response /* (1000, 5, 2016/01/15) */
The customer placed an order with Zazzle.com on 12/20/for address labels and photo cardsThe order was shipped on 12/21/The customer emailed Zazzle's Customer Support team on 12/23/to express dissatisfaction with the cards, and
expressed they would have to be used as the customer felt there was no additional time to mail the cardsZazzle's customer satisfaction guarantee applies to all customers within days of receipt of the product, that they have the option of keeping or returning anything ordered on the Zazzle.com websiteZazzle's Customer Support team received and responded to the customer's email on 12/28/15, and an agreed upon resolution for a replacement order was reached between the customer and the Customer Support Representative handling the email correspondenceOn 1/5/16, the customer contacted Zazzle via phone, and informed the representative that her event was now passed, and the replacements were no longer necessaryThe customer requested a refund of the purchased items, and a full refund of the customer's order ($75.56) was processed on 1/9/The amount refunded included the cost of the labels, the cards, and the customer's shipping costZazzle is unable to reimburse costs for anything outside of what the customer paid to ZazzleFor the customer's overall experience, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle account, which may be used toward a future order if the customer choosesThis credit will not expire
Initial Business Response /* (1000, 6, 2015/05/11) */
The customer was contacted by Zazzle's Customer Support Manager on 4/27/2015, and their concerns were addressedZazzle considers this matter resolved, per the customer's expressed satisfaction with the agreed upon resolution
Initial Business Response /* (1000, 5, 2015/07/16) */
The customer contacted Zazzle.com via email request for a return authorization on an order of postage stamps on 6/1/Zazzle received and responded to the customer's email on 6/4/and issued the customer a pre-paid return shipping label
The customer's return shipment tracking information indicated the customer's package was received on 6/10/Returned packages are processed by Zazzle's Returns Department as swiftly as possible, and the customer's desired resolution is then expeditedThe customer contacted Zazzle.com via email on 6/29/with a status update request on the returned orderZazzle expedited a request to process the customer's return, and Zazzle confirmed the customer had returned all of her original order on 7/1/The customer was messaged with the information that a refund had been authorized and requested for the full order amountRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
With regards to the $charge, during check out of the customer's 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 was informed of the charge and its details concerning the Zazzle Black Membership in the email reply from Zazzle's Customer Support Team on 7/1/In that email, the customer was provided two resolution options with a request from Zazzle that the customer please reply with a choice from one of those optionsThe customer did not acknowledge the options provided, and no further action was taken for that inquiryZazzle did unsubscribe the customer from the Zazzle Black Membership, and no further charges will occurThe customer will have access to the unlimited free standard shipping in the customer's Zazzle Account until 6/3/
For the customer's overall experience with regards to the delay in the return shipment processing, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle Account, to be used on a future order if the customer choosesThis credit is available in the customer's account now, and it will not expireZazzle has also issued the customer a courtesy free Express shipping code, to be used toward a future order as wellThe customer was messaged the information regarding the credit and the shipping code via email on 7/16/
Initial Business Response /* (1000, 6, 2015/08/13) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the print
placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shippingAs of 8/the designer has confirmed that she will accept the resolution and place a new order for her customer
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two reasons why I am responding "NO." I have an attachment to submit of a screenshot that shows exactly why for the 1st reason however I do not see where to attachPlz let me know how I may do this however in place of that screenshot as I process the order for my customer and get to the place of checking out so the t-shirt can be made for her Zazzle is requiring I pay for thisThe 2nd reason is because I have requested two or three times for the discount code that they keep referencing in emails and so far I have not rec'd this code
Final Consumer Response /* (3000, 17, 2015/09/09) */
Today is the 7th and there has been not response from ZazzleI will not consider this closed as they did not address the issues I had using the credit they supposedly issued AND they did not address the complaint regarding the stamps that you combined with my first complaintObviously they are completely ignoring this entire processThat said I would like this to go on their Revdex.com record made public for all who check what the outcome wasAnd I'd like to add some comments about this for public viewingHow do I make all this happen?
I await your instructions,
*** *** ***
Final Business Response /* (4000, 24, 2015/09/23) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the print placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shipping
On 8/the designer confirmed that she would accept the resolution and place a new order for her customerAs of today, the credit remains in the designer account, and the designer has confirmed that she finally received the promotional code for the free shipping on the reorderThe designer has everything needed to proceed with her requestThe offer still stands to assist designer with a phone order by a Zazzle agent if she requires additional assistance
For postage, Zazzle will allow religious themed designs, however religious text such as a Biblical verses are not permittedZazzle is an approved licensed vendor with the United States Postal Service and we must make sure that we abide by their guidelines
Initial Business Response /* (1000, 5, 2015/09/17) */
The customer placed an order for invitations on the Zazzle website on 09/11/The cost of the invitations before any discounts were $and the customer received a 50% discountThe cost of the invitations were $with that discount
The customer contacted Zazzle Customer Support by phone on 09/11/and was provided a free standard shipping code to help accommodate her for the cost of the invitationsThe standard shipping cost for this order was $The customer stated the price of the invitations on the website was $at the time of her order but when the order was placed with the 50% discount, the cost of the invitations were $for a difference of $At this time Zazzle has issued a refund in the amount of $This is the difference between $and the cost of shipping for the order, $The customer can expect to see this refund in 7-business days depending on the policies of her financial institution
Zazzle Customer Support will reach out to the customer via e-mail and advise her of the refund that will be issued
The Customer ordered the mentioned envelopes on 3/21/The Customer contacted Zazzle Customer Support on 4/3/for an update on the status of their envelopesThe Customer was advised by a Zazzle Customer Service Agent that the envelopes take 12-days to produceThe Customer emailed Zazzle
Customer Support on 4/23/advising there was an error with some of her envelopes and on 4/24/Zazzle Customer Support sent her return instructionsThe Customer replied that she did not want to return the envelopes, will still use them, and requested a full refundOn 4/27/the Customer was offered a 50% refund for the envelopesThe Customer accepted this refund, and advised in email that this was a fair offer
The customer has placed orders (many, many orders canceled prior to fully entering Zazzle’s production stream) with Zazzle, with the first order placed on 2/28/and the most recent on 2/5/In almost every order, the customer generated customization errors on their part, claimed
the items received were defective, or claimed to have never received their order by the courierAs Zazzle promises 100% satisfaction guaranteed for their customers, Zazzle has continuously offered a Zazzle account credit, replacement of the defective product, or a direct refund to the customerWhile Zazzle’s return policy typically requires unused items to be sent back to them in order to issue any refund, account credit, or replacement, Zazzle made exceptions in all the cases for this customer as a courtesy, and waived the returns so that the customer would not have to go through the trouble to send the items backAfter a year of repeated abuse of Zazzle’s return policy, the customer continues to claim user generated customization issues with their order, and keeps asking for Zazzle account credits and 50% off discount codes to place new orders with, often with different merchandise The customer has been informed via phone and e-mail multiple times by Zazzle Customer Support Representatives, and supervising staff, that they will be required to send the items back before a resolution can be reached, but the customer claims to no longer have them in their possessionUnfortunately, Zazzle can no longer issue any type of refund or account credit without the unwanted products being sent back to their production facilitiesTo be clear, Zazzle has requested that any order the customer makes and is unhappy with, it will be sent back to the company before any replacement, Zazzle Account Credit, or refund is processed, as per Zazzle’s return policy: *** In addition, coupons, discounts, and promotional codes outside of what is provided on the Zazzle website will not be providedThe customer can find any available Zazzle special offers and coupons on the website here: ***
The customer has been in ongoing communication with Zazzle’s Customer Support team regarding the Zazzle Black Membership and charge that was associated with the customer’s Zazzle accountThe customer was refunded in full and notified via email on 10/20/
The customer does not have a Zazzle account, nor has there been any email correspondence with the customer under the email address submitted with this inquiryZazzle was able to locate the customer's account via a previous order and a separate email addressZazzle can confirm the customer has been
in ongoing communication with the company via email and phone since 12/28/The customer placed an order with Zazzl*** on 11/27/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 ***)Unfortunately, the customer's order was cancelled on 11/27/2015, due to use of copyrighted content in the customer's designsZazzle messaged the customer of this cancellation on 11/27/As Zazzle Black is a separate service the customer signed up for with the order, the Zazzle Black Membership did not automatically cancelThis was a day trial membership the customer would have needed to opt out of separately.The customer contacted Zazzle via email on 12/28/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 12/29/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 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 orderThe customer expressed dissatisfaction for the account 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 2/1/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 2/29/16, 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 institutionAt the outside, the refund may not be accessible to the customer until 3/29/
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 Of note however, the refund was only processed after filing a Revdex.com complaint.Sincerely, *** ***
Initial Business Response /* (1000, 6, 2015/07/02) */
The customer placed an order with Zazzle.com on 5/11/This order was queued for shipment via the customer's selected Standard shipping method (5-business days), on 5/12/The customer contacted Zazzle via email on 6/18/2015, as she
had not yet received her orderZazzle's Customer Support Team received and replied to the customer's email on 6/21/requesting the customer confirm the address the order was shipped to, as well as following up with the courier to determine if they had more information on the shipmentThe customer responded on 6/21/2015, expressing dissatisfaction with the email that was sent, and asked for a refundZazzle's process for orders considered lost in transit, is to first offer a replacement, and then a Zazzle Account CreditAs the customer declined a replacement order and a Zazzle Account Credit and specifically requested a direct refund, Zazzle authorized and processed a full order refund on 6/22/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 8, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you! It seems like an honest mistake and I appreciate your prompt response to the matter.Sincerely, *** ***
The customer placed an order with Zazzle.com on 4/18/ The customer emailed Zazzle on 4/29/inquiring the status of their orderOn 4/30/the customer support agent sent a reply asking for more information, which the customer provided an answer on the same dayOn 5/3/our customer support agent sent another email to the customer advising them that the package was delivered on 5/2/On 5/3/the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/On 5/4/the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email
On 5/11/the customer support agent tried to call the customer to apologize for their overall experience however there was no answer so we left a voicemail and sent a follow up email that we will be issuing a full order refundRefunds 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 consumer indicated he/she DID NOT accept the response from the business.)I do not feel they are being truthful or ethicalI guess I could wait until 3/to see if my refund appearsBut then I would be wasting more of my timeAnd would need to start the process overThey have known since December to refund my accountThey have a horrible customer serviceThey do not have customers best interest in mind
Zazzle experienced a technical issue that caused unexpected fees on the customer’s statement for the customer’s previously enrolled in Zazzle Black Shipping membershipWhen the issue came to light, Zazzle made immediate reparations to see the unexpected fees reversed automaticallyAn email was
sent to the customer on 2/22/to inform the customer the returned funds would be available within 5-business days, depending on the processing speed of the customer’s financial institutionZazzle is truly sorry for the error, and the customer has been notified that all charges related to Zazzle Black have been refunded in full
Initial Business Response /* (1000, 6, 2015/12/08) */
The customer placed an order with Zazzle.com on 10/22/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 11/30/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 11/30/with an explanation as to the membership, as well as an offer for a Zazzle Account Credit for the cost, as the membership is typically non- refundableThe customer expressed dissatisfaction with that resolution option, and Zazzle authorized a direct refund to the customer's purchasing payment method, as a one-time courtesyZazzle has 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
As of 11/30/2015, 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 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 department
Initial Consumer Rebuttal /* (2000, 8, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:
They have not refunded the Zazzle Black charges yetAdditionally, I still have not received my orderThey deducted the money from my account ($114) on 12/6/16, online is showing estimated delivery by 12/15; and as of today 12/I have not received my order, not even a shipping confirm or anythingThe order was for Christmas and it looks like it will not be here in timeThey have not responded to my request for when my items will be shipped other than to stay they are working on it.
Sincerely,*** ***
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, *** ***
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, *** ***
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, 2016/01/15) */
The customer placed an order with Zazzle.com on 12/20/for address labels and photo cardsThe order was shipped on 12/21/The customer emailed Zazzle's Customer Support team on 12/23/to express dissatisfaction with the cards, and
expressed they would have to be used as the customer felt there was no additional time to mail the cardsZazzle's customer satisfaction guarantee applies to all customers within days of receipt of the product, that they have the option of keeping or returning anything ordered on the Zazzle.com websiteZazzle's Customer Support team received and responded to the customer's email on 12/28/15, and an agreed upon resolution for a replacement order was reached between the customer and the Customer Support Representative handling the email correspondenceOn 1/5/16, the customer contacted Zazzle via phone, and informed the representative that her event was now passed, and the replacements were no longer necessaryThe customer requested a refund of the purchased items, and a full refund of the customer's order ($75.56) was processed on 1/9/The amount refunded included the cost of the labels, the cards, and the customer's shipping costZazzle is unable to reimburse costs for anything outside of what the customer paid to ZazzleFor the customer's overall experience, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle account, which may be used toward a future order if the customer choosesThis credit will not expire
Initial Business Response /* (1000, 6, 2015/05/11) */
The customer was contacted by Zazzle's Customer Support Manager on 4/27/2015, and their concerns were addressedZazzle considers this matter resolved, per the customer's expressed satisfaction with the agreed upon resolution
Initial Business Response /* (1000, 5, 2015/07/16) */
The customer contacted Zazzle.com via email request for a return authorization on an order of postage stamps on 6/1/Zazzle received and responded to the customer's email on 6/4/and issued the customer a pre-paid return shipping label
The customer's return shipment tracking information indicated the customer's package was received on 6/10/Returned packages are processed by Zazzle's Returns Department as swiftly as possible, and the customer's desired resolution is then expeditedThe customer contacted Zazzle.com via email on 6/29/with a status update request on the returned orderZazzle expedited a request to process the customer's return, and Zazzle confirmed the customer had returned all of her original order on 7/1/The customer was messaged with the information that a refund had been authorized and requested for the full order amountRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
With regards to the $charge, during check out of the customer's 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 was informed of the charge and its details concerning the Zazzle Black Membership in the email reply from Zazzle's Customer Support Team on 7/1/In that email, the customer was provided two resolution options with a request from Zazzle that the customer please reply with a choice from one of those optionsThe customer did not acknowledge the options provided, and no further action was taken for that inquiryZazzle did unsubscribe the customer from the Zazzle Black Membership, and no further charges will occurThe customer will have access to the unlimited free standard shipping in the customer's Zazzle Account until 6/3/
For the customer's overall experience with regards to the delay in the return shipment processing, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle Account, to be used on a future order if the customer choosesThis credit is available in the customer's account now, and it will not expireZazzle has also issued the customer a courtesy free Express shipping code, to be used toward a future order as wellThe customer was messaged the information regarding the credit and the shipping code via email on 7/16/
Initial Business Response /* (1000, 6, 2015/08/13) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the print
placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shippingAs of 8/the designer has confirmed that she will accept the resolution and place a new order for her customer
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two reasons why I am responding "NO." I have an attachment to submit of a screenshot that shows exactly why for the 1st reason however I do not see where to attachPlz let me know how I may do this however in place of that screenshot as I process the order for my customer and get to the place of checking out so the t-shirt can be made for her Zazzle is requiring I pay for thisThe 2nd reason is because I have requested two or three times for the discount code that they keep referencing in emails and so far I have not rec'd this code
Final Consumer Response /* (3000, 17, 2015/09/09) */
Today is the 7th and there has been not response from ZazzleI will not consider this closed as they did not address the issues I had using the credit they supposedly issued AND they did not address the complaint regarding the stamps that you combined with my first complaintObviously they are completely ignoring this entire processThat said I would like this to go on their Revdex.com record made public for all who check what the outcome wasAnd I'd like to add some comments about this for public viewingHow do I make all this happen?
I await your instructions,
*** *** ***
Final Business Response /* (4000, 24, 2015/09/23) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the print placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shipping
On 8/the designer confirmed that she would accept the resolution and place a new order for her customerAs of today, the credit remains in the designer account, and the designer has confirmed that she finally received the promotional code for the free shipping on the reorderThe designer has everything needed to proceed with her requestThe offer still stands to assist designer with a phone order by a Zazzle agent if she requires additional assistance
For postage, Zazzle will allow religious themed designs, however religious text such as a Biblical verses are not permittedZazzle is an approved licensed vendor with the United States Postal Service and we must make sure that we abide by their guidelines
Initial Business Response /* (1000, 5, 2015/09/17) */
The customer placed an order for invitations on the Zazzle website on 09/11/The cost of the invitations before any discounts were $and the customer received a 50% discountThe cost of the invitations were $with that discount
The customer contacted Zazzle Customer Support by phone on 09/11/and was provided a free standard shipping code to help accommodate her for the cost of the invitationsThe standard shipping cost for this order was $The customer stated the price of the invitations on the website was $at the time of her order but when the order was placed with the 50% discount, the cost of the invitations were $for a difference of $At this time Zazzle has issued a refund in the amount of $This is the difference between $and the cost of shipping for the order, $The customer can expect to see this refund in 7-business days depending on the policies of her financial institution
Zazzle Customer Support will reach out to the customer via e-mail and advise her of the refund that will be issued
The Customer ordered the mentioned envelopes on 3/21/The Customer contacted Zazzle Customer Support on 4/3/for an update on the status of their envelopesThe Customer was advised by a Zazzle Customer Service Agent that the envelopes take 12-days to produceThe Customer emailed Zazzle
Customer Support on 4/23/advising there was an error with some of her envelopes and on 4/24/Zazzle Customer Support sent her return instructionsThe Customer replied that she did not want to return the envelopes, will still use them, and requested a full refundOn 4/27/the Customer was offered a 50% refund for the envelopesThe Customer accepted this refund, and advised in email that this was a fair offer
The customer has placed orders (many, many orders canceled prior to fully entering Zazzle’s production stream) with Zazzle, with the first order placed on 2/28/and the most recent on 2/5/In almost every order, the customer generated customization errors on their part, claimed
the items received were defective, or claimed to have never received their order by the courierAs Zazzle promises 100% satisfaction guaranteed for their customers, Zazzle has continuously offered a Zazzle account credit, replacement of the defective product, or a direct refund to the customerWhile Zazzle’s return policy typically requires unused items to be sent back to them in order to issue any refund, account credit, or replacement, Zazzle made exceptions in all the cases for this customer as a courtesy, and waived the returns so that the customer would not have to go through the trouble to send the items backAfter a year of repeated abuse of Zazzle’s return policy, the customer continues to claim user generated customization issues with their order, and keeps asking for Zazzle account credits and 50% off discount codes to place new orders with, often with different merchandise The customer has been informed via phone and e-mail multiple times by Zazzle Customer Support Representatives, and supervising staff, that they will be required to send the items back before a resolution can be reached, but the customer claims to no longer have them in their possessionUnfortunately, Zazzle can no longer issue any type of refund or account credit without the unwanted products being sent back to their production facilitiesTo be clear, Zazzle has requested that any order the customer makes and is unhappy with, it will be sent back to the company before any replacement, Zazzle Account Credit, or refund is processed, as per Zazzle’s return policy: *** In addition, coupons, discounts, and promotional codes outside of what is provided on the Zazzle website will not be providedThe customer can find any available Zazzle special offers and coupons on the website here: ***
The customer has been in ongoing communication with Zazzle’s Customer Support team regarding the Zazzle Black Membership and charge that was associated with the customer’s Zazzle accountThe customer was refunded in full and notified via email on 10/20/
The customer does not have a Zazzle account, nor has there been any email correspondence with the customer under the email address submitted with this inquiryZazzle was able to locate the customer's account via a previous order and a separate email addressZazzle can confirm the customer has been
in ongoing communication with the company via email and phone since 12/28/The customer placed an order with Zazzl*** on 11/27/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 ***)Unfortunately, the customer's order was cancelled on 11/27/2015, due to use of copyrighted content in the customer's designsZazzle messaged the customer of this cancellation on 11/27/As Zazzle Black is a separate service the customer signed up for with the order, the Zazzle Black Membership did not automatically cancelThis was a day trial membership the customer would have needed to opt out of separately.The customer contacted Zazzle via email on 12/28/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 12/29/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 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 orderThe customer expressed dissatisfaction for the account 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 2/1/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 2/29/16, 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 institutionAt the outside, the refund may not be accessible to the customer until 3/29/
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 Of note however, the refund was only processed after filing a Revdex.com complaint.Sincerely, *** ***
Initial Business Response /* (1000, 6, 2015/07/02) */
The customer placed an order with Zazzle.com on 5/11/This order was queued for shipment via the customer's selected Standard shipping method (5-business days), on 5/12/The customer contacted Zazzle via email on 6/18/2015, as she
had not yet received her orderZazzle's Customer Support Team received and replied to the customer's email on 6/21/requesting the customer confirm the address the order was shipped to, as well as following up with the courier to determine if they had more information on the shipmentThe customer responded on 6/21/2015, expressing dissatisfaction with the email that was sent, and asked for a refundZazzle's process for orders considered lost in transit, is to first offer a replacement, and then a Zazzle Account CreditAs the customer declined a replacement order and a Zazzle Account Credit and specifically requested a direct refund, Zazzle authorized and processed a full order refund on 6/22/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 8, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you! It seems like an honest mistake and I appreciate your prompt response to the matter.Sincerely, *** ***
The customer placed an order with Zazzle.com on 4/18/ The customer emailed Zazzle on 4/29/inquiring the status of their orderOn 4/30/the customer support agent sent a reply asking for more information, which the customer provided an answer on the same dayOn 5/3/our customer support agent sent another email to the customer advising them that the package was delivered on 5/2/On 5/3/the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/On 5/4/the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email
On 5/11/the customer support agent tried to call the customer to apologize for their overall experience however there was no answer so we left a voicemail and sent a follow up email that we will be issuing a full order refundRefunds 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 consumer indicated he/she DID NOT accept the response from the business.)I do not feel they are being truthful or ethicalI guess I could wait until 3/to see if my refund appearsBut then I would be wasting more of my timeAnd would need to start the process overThey have known since December to refund my accountThey have a horrible customer serviceThey do not have customers best interest in mind
Zazzle experienced a technical issue that caused unexpected fees on the customer’s statement for the customer’s previously enrolled in Zazzle Black Shipping membershipWhen the issue came to light, Zazzle made immediate reparations to see the unexpected fees reversed automaticallyAn email was
sent to the customer on 2/22/to inform the customer the returned funds would be available within 5-business days, depending on the processing speed of the customer’s financial institutionZazzle is truly sorry for the error, and the customer has been notified that all charges related to Zazzle Black have been refunded in full
Initial Business Response /* (1000, 6, 2015/12/08) */
The customer placed an order with Zazzle.com on 10/22/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 11/30/with regards to the membership in questionZazzle's Customer Support team received and responded to the customer's email on 11/30/with an explanation as to the membership, as well as an offer for a Zazzle Account Credit for the cost, as the membership is typically non- refundableThe customer expressed dissatisfaction with that resolution option, and Zazzle authorized a direct refund to the customer's purchasing payment method, as a one-time courtesyZazzle has 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
As of 11/30/2015, 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 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 department
Initial Consumer Rebuttal /* (2000, 8, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because:
They have not refunded the Zazzle Black charges yetAdditionally, I still have not received my orderThey deducted the money from my account ($114) on 12/6/16, online is showing estimated delivery by 12/15; and as of today 12/I have not received my order, not even a shipping confirm or anythingThe order was for Christmas and it looks like it will not be here in timeThey have not responded to my request for when my items will be shipped other than to stay they are working on it.
Sincerely,*** ***
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, *** ***
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, *** ***
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, *** ***