Pelkey's Archery, Inc.

Initial Business Response /* (1000, 5, 2015/07/28) */
The customer has been in ongoing communication with Zazzle.com via email since 07/09/2015, inquiring on the status of their missing earnings of $18.46. It was noted that on 06/17/2015 at 9:17am, a request for payment was made. This prompted a...

payment to be issued, minus the $5 service fee for check payments requested under $100. A check for $13.46 was issued on the 7/15/2015 Zazzle Payout. The customer received this payment and sent the check back to Zazzle, requesting for the check to be cancelled, and placed back into their Zazzle Account. As per customer request, Zazzle authorized the check to be cancelled and the full amount has since been credited back to their Zazzle account.

(The consumer indicated he/she DID NOT accept the response from the business.)I do not feel they are being truthful or ethical. I guess I could wait until 3/29 to see if my refund appears. But then I would be wasting more of my time. And would need to start the process over. They have known since December to refund my account. They have a horrible customer service. They do not have customers best interest in mind

The customer placed an order with Zazzle.com on 4/18/2016.  The customer emailed Zazzle on 4/29/16 inquiring the status of their order. On 4/30/16 the customer support agent sent a reply asking for more information, which the customer provided an answer on the same day. On 5/3/16 our customer support agent sent another email to the customer advising them that the package was delivered on 5/2/16. On 5/3/16 the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/16. On 5/4/16 the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email.
 
On 5/11/16 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 refund. Refunds typically take 7-21 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.

Initial Business Response /* (1000, 5, 2015/09/17) */
The customer placed an order for invitations on the Zazzle website on 09/11/15. The cost of the invitations before any discounts were $607.50 and the customer received a 50% discount. The cost of the invitations were $302.50 with that discount....

The customer contacted Zazzle Customer Support by phone on 09/11/15 and was provided a free standard shipping code to help accommodate her for the cost of the invitations. The standard shipping cost for this order was $31.19. The customer stated the price of the invitations on the website was $0.95 at the time of her order but when the order was placed with the 50% discount, the cost of the invitations were $1.21 for a difference of $65.00. At this time Zazzle has issued a refund in the amount of $33.81. This is the difference between $65.00 and the cost of shipping for the order, $31.19. The customer can expect to see this refund in 7-21 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.

Zazzle can confirm the customer was authorized a full refund for the delay experienced with the customer's order. Refunds typically take 7-21 business days to post, depending on the speed of the customer's financial institution. The customer also received all items ordered.

Initial Business Response /* (1000, 5, 2016/01/15) */
The customer placed an order with Zazzle.com on 12/20/2015 for address labels and photo cards. The order was shipped on 12/21/2015. The customer emailed Zazzle's Customer Support team on 12/23/2015 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 cards. Zazzle's customer satisfaction guarantee applies to all customers within 30 days of receipt of the product, that they have the option of keeping or returning anything ordered on the Zazzle.com website. Zazzle'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 correspondence. On 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 necessary. The customer requested a refund of the purchased items, and a full refund of the customer's order ($75.56) was processed on 1/9/2015. The amount refunded included the cost of the labels, the cards, and the customer's shipping cost. Zazzle is unable to reimburse costs for anything outside of what the customer paid to Zazzle. For the customer's overall experience, Zazzle has authorized a $25.00 Zazzle Account Credit to the customer's Zazzle account, which may be used toward a future order if the customer chooses. This credit will not expire.

The Customer ordered the mentioned envelopes on 3/21/16. The Customer contacted Zazzle Customer Support on 4/3/16 for an update on the status of their envelopes. The Customer was advised by a Zazzle Customer Service Agent that the envelopes take 12-15 days to produce. The Customer emailed Zazzle...

Customer Support on 4/23/16 advising there was an error with some of her envelopes and on 4/24/16 Zazzle Customer Support sent her return instructions. The Customer replied that she did not want to return the envelopes, will still use them, and requested a full refund. On 4/27/16 the Customer was offered a 50% refund for the envelopes. The Customer accepted this refund, and advised in email that this was a fair offer.

Complaint: [redacted]I am rejecting this response because: Zazzle lied in their response. They were not helpful, is took may emails and phone calls for them to correct their terrible customer service.  They are liars. I have yet to see a refund. They should have sent instead a cash refund with a hand written apology instead of no confirmation of any refund and a some lame excuse that it can take 21 days for the refund to happen. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/30) */
The customer placed an order with Zazzle.com on 12/6/2015, with Standard Shipping (4-7 business days for time in transit). Unfortunately, due to an unanticipated delay with the customer's product type, the order was queued for shipment on...

12/19/2015 with Express Shipping. Zazzle has confirmed the customer's package delivered on 12/22/2015. To date, Zazzle.com has no record of any attempted email contact by the customer under the email address associated with the customer's Zazzle account ([redacted]@gmail.com). Zazzle can also confirm the customer did not speak to a Zazzle Customer Support Representative. Zazzle's contact information can be found on the Zazzle.com website here: http://www.zazzle.com/about/contactus.
For the customer's overall experience, and the delay that affected the turnaround time of the order, Zazzle has authorized a full refund to the customer's purchasing payment account. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The customer placed an order with Zazzle.com on 5/31/2014. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in which the customer pays a $9.95 onetime fee to receive unlimited Standard...

shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming years. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This 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 7/28/2016 with regards to the auto renewal charge in question. Zazzle received and replied to the customer's email as of 7/29/16, and they have unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customer’s request. The customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.  
Zazzle has authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 7/29/2016. 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 refund. Refunds for this service typically take up to 45 days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution. Zazzle has confirmed this information in an email sent to the customer on 7/29/2016.

The customer worked with Zazzle.com directly regarding both orders mentioned in the customer's inquiry. Zazzle refunded the customer both shipping costs to the customer's purchasing payment method. The customer can verify with their financial institution the shipping refund processed on 3/14/2016 for order [redacted] placed on 3/3/2016, and a shipping refund processed on 3/23/2016 for order [redacted] placed on 3/14/2016. For the customer's overall experience, a $25.00 Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order, if the customer chooses to do so. This credit is available now, and it will not expire.

Initial Business Response /* (1000, 6, 2015/11/27) */
The customer worked directly with Zazzle's Customer Support Manager, and a resolution was reached.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The day after...

I filed this complaint, Zazzle began working with me and has refunded my money in full.

(The consumer indicated he/she ACCEPTED the response from the business.)I accept and appreciate the cancellation of the Zazzle Black Membership and the refund for the 1st month's payment.

The Designer contacted Zazzle Customer Support on
03/07/to request his Zazzle account be deleted. He requested to be paid out the balance from sales he had accrued up until that point on 03/09/16. Unfortunately, because the Designer requested his account to be deleted, we are unable to pay the funds owed to the Designer. Zazzle Customer Support reached out via e-mail on 05/04/to advise the Designer that his Zazzle account would need to be reinstated in order for the earnings to be paid out. Zazzle is awaiting a response from him

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me; however, I am disappointed the business did not indicate they will review and/or amend their client service practices going forward.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
The customer has been in ongoing communication with Zazzle.com via e-mail and phone since 07/14/15, inquiring the status of their cancelled earnings payments. Zazzle messaged all designers on 3/18/2015 via an e-mail newsletter that changes...

would occur with their accounts and the information that was required to prevent any unnecessary delays with future payments. Zazzle 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-page. All accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updated. To 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. It was noted that as of 07/16/15, the customer's Zazzle Account had not be updated with the required information. This prompted Zazzle to cancel the payments in question and credit the cancelled funds back into the Zazzle Account. This was done for both the 06/01/2015 payment, as well as the 07/01/2015 payment. The customer was able to successfully update their Zazzle Account on 07/16/2015. This made the customer eligible for a payment on the 08/15/2015 payment cycle. A payment in the amount of $121.22 will be issued to the customer via PayPal on 08/15/2015, this total included all of the cancelled earnings from the months of June 2015 & July 2015.
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 SITE. YOUR 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 CHANGES. IF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITE. IF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The customer placed an order with Zazzle.com on 7/2/2015. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in which the customer pays a $9.95 onetime fee to receive unlimited Standard...

shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming years. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).  
 
The customer contacted Zazzle on 8/3/2016 with regards to the yearly charge. Zazzle extended the customer the offer of a one-time courtesy refund for the membership, to have the funds returned to the customer’s purchasing payment method, which the customer accepted. Because it is a special accommodation, refunds for Zazzle Black can take up to 45 business days to be returned to a customer. As Zazzle can only return funds to a customer that have been paid directly to the company, Zazzle is not authorized to provide the customer with an additional $30.00 for their bank’s fees.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]