Pelkey's Archery, Inc.

Initial Business Response /* (1000, 5, 2016/01/22) */
The customer placed an order with Zazzle.com on 12/1/2014. During check out of the order, the customer opted to take advantage of a 30 day free trial offer 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 year. 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 1/4/2016 with regards to the membership in question. Zazzle's Customer Support team received and responded to the customer's email on 1/6/2016 with an explanation as to the membership. The customer expressed dissatisfaction and Zazzle authorized a one- time courtesy direct refund to the customer's purchasing payment method. Zazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black Membership. 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 on 1/12/16. As the membership is typically not refundable, it may take 7-21 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, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept but am still waiting for promised refund.

Initial Business Response /* (1000, 5, 2015/04/15) */
The customer placed an order for custom business cards from Zazzle on 3/11/2015. The customer contacted Zazzle.com via phone on 3/31/2015, to express concern that the order had not yet been received. Zazzle's Customer Support team determined...

that the order could be treated as lost in transit during the call. Zazzle then offered and initiated an immediate replacement request to be sent with an expedited courier, and the replacement order shipped 4/2/2015 (UPS Tracking 1Z888YXXXXXXXXXXXX). Per the courier's tracking information, an attempted delivery was made on 04/06/2015, but the customer was not available. The courier also determined that the customer requested a delivery change, and the package was routed to a UPS Access Point, awaiting customer pickup. As of 4/15/2015, the customer had not picked up the replacement package as they had arranged with UPS. Zazzle has reached out to the customer via email as of 4/15/15, to verify they have received their package. If not, Zazzle will be happy to provide further instructions or resolution options via email.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Zazzle would love to print every design that our customers order. However, they 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 place. As per the email correspondence Zazzle’s Content Management Team held...

with the customer on 5/18/2016, the U.S Navy has design guidelines when it comes to using the Insignia and badges on a product. Per Zazzle’s design guidelines, the customer has been messaged with the following information:
 
Design guidelines, http://www.zazzle.com/usnavy/rules, official marks include:- United States Navy Insignia and Badges -- [redacted]- United States Navy Units, excluding Naval Special Warfare Command- [redacted]- United States Navy Ships -[redacted]
 
Zazzle has recommended the customer contact the US Navy Trademark and Licensing Program for permission for any future orders of their design. Once we have received confirmation that the customer has permission we would be more than happy to send the customer reorder information.

The customer placed an order on Zazzle.com on 5/2/2016. On 5/3/2016 Zazzle’s Content Management Team sent the customer an email advising of a customization flaw. The 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 placed. On 5/6/2016 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 cancellation. On 5/17/2016 the customer called Zazzle Support and advised that she has not received her refund for the cancelled order. A Zazzle customer service representative advised the customer that the refund may take 7-10 business days, and sent the customer a confirmation email. The customer has not replied or contacted Zazzle support since then.

Final Consumer Response /* (2000, 6, 2015/12/23) */
I would like to drop this claim please. The issues have been resolved.

Initial Business Response /* (1000, 5, 2015/11/10) */
The customer contacted Zazzle.com on 10/22/2015 with regards to multiple marketing emails that had been sent to the customer's email address, which is associated with the customer's Zazzle account. The customer created a Zazzle account with this...

email address on 3/14/2012 when an order was placed on the same day for 120 square magnets. Zazzle customer support received and responded to the customer's email on 10/22/2015 within five minutes of receipt, and informed the customer that her Zazzle account would be unsubscribed from any emails not associated with account changes and/or order details (in the event the customer were to place another order). The customer responded on 10/23/15 as she had received another email, at which time Zazzle confirmed the unsubscribe request, and informed her that it may take 72 hours for the request to be processed. Zazzle further informed the customer that if unwanted marketing emails continued, the customer could stop delivery by replying directly to the unwanted email and changing the subject line to 'unsubscribe'. Zazzle apologizes for the inconvenience the customer experienced during this period of time, and it has been confirmed the unwanted emails should no longer be sending to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have stopped getting emails but that is not an accurate account. I unsubscribed multiple times over a couple of weeks way longer than 72 hours and one of the emails from them after I contacted them about the Revdex.com was my next step their response was they were having IT work on it as it is a know issue...

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. The company Zazzle did issue a partial refund which I have accepted. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order for customized address labels on the Zazzle website on 09/15/15. Zazzle's QA Department noticed that part of the image on the address labels they ordered was cut off and they sent the customer an e-mail on 09/16/15...

to notify them that part of their image was cut off on the top and bottom. Unfortunately, because QA did not receive a response within 48 hours, the order was cancelled. The customer was notified via e-mail of the cancellation on 09/22/15 due to the image being cut off and to prevent the customer from getting an order that would be unsatisfactory for them. The customer contacted Zazzle again by e-mail to advise they wanted the order reinstated. Unfortunately, once an order is cancelled it cannot be reinstated and a new order would have to be placed. An e-mail was sent to the customer on 09/22/15 to inform them of this and was advised if they wanted to place a new order, please reply to the e-mail with their new order number so Zazzle could work with the Production Team on the new order. The customer stated they needed the new order by 09/25/15, however a new order was never placed.

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]

Complaint: [redacted]I am rejecting this response because:I place about an order a week. I’ve only asked for credit when something was manufactured wrong, was broken, or didn’t arrive. I ask for a code when I had one for the original order. I have never intentionally done anything I didn’t think was outside the rules or instruction from their service. I have always been told to discard or donate the unwanted items. At Christmas there were so many mistakes all of my gifts were delivered late. I place at least an order a week so in the law of averages I will have more issues. If I was doing something wrong why wasn’t I told? I just want what I paid for is all and I don’t want to be tagged as an abuser when I followed the directions given me by customer service. Now that I know what they want I will be sure they don’t want the merchandise returned before I donate it. I just think it’s nicer to donate to charity than to mail it back to be thrown away. I would really appreciate receiving the $19.10 I’ve lost from this last incident, but I had already donated the items because I had no idea they would want them back. I’m sorry if I’ve been misunderstood but I never intentionally broke any rules. I’ve always followed the instructions from customer service. I would like to have my reputation renewed. I would like to find a way to get this issue straightened and start anew.Sincerely,‘Janice[redacted]

The customer worked with Zazzle’s customer support team directly and was issued a full refund for the order in question on 12/28/2016. Zazzle can also confirm delivery of the customer’s order as of 12/29/2016.

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.  Even though the business remedied the situation after over a month and A LOT of hassle, I would hope that their conduct would reflect in some way on their Revdex.com score.  The conduct of this business and the numerous reps that I communicated with is appalling and I hope that negative impact on their business may result in some improvement.  Sincerely, [redacted]

Zazzle experienced a technical issue that caused unexpected fees on the customer’s statement for the customer’s previously enrolled in Zazzle Black Shipping membership. When the issue came to light, Zazzle made immediate reparations to see the unexpected fees reversed automatically. An email was...

sent to the customer on 2/22/2017 to inform the customer the returned funds would be available within 5-7 business days, depending on the processing speed of the customer’s financial institution. Zazzle is truly sorry for the error, and the customer has been notified that all charges related to Zazzle Black have been refunded in full.

Revdex.com:
I was refunded the charged amount so I don't care. I do find it inaccurate for their item to be the first hit upon searching for 'agate guitar picks', implying they are indeed agate which would initially give shoppers the impression they are viewing an item made of actual agate stone. I had been searching are reviewing agate stone picks for about a half an hour prior to coming across this listing, hence reading 'fine print' of actual simulation of materials was involved in this process. 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]

Initial Business Response /* (1000, 5, 2015/12/30) */
Zazzle's Customer Support Team has worked with the customer directly. A replacement order was received as of 12/29/15, and a full refund has been issued. Refunds typically take 7-21 business days, depending on the customer's financial...

institution. For the customer's overall experience, Zazzle has also extended an account credit for the value of the customer's order, that can be used toward a future order if the customer desires. The credit is available now, and it will not expire.

Complaint: [redacted]I am rejecting Zazzle's response because:  Zazzle refused to remove/reimburse the automatic credit card charge for its October 2016-October 2017 membership; this is what I had requested.  Zazzle Customer Service merely "turned off" the auto-renew membership for October 2017-October 2018.  Zazzle's Customer Service person did offer me store credit, which I did not want.  So, if according to Zazzle's response to my complaint, if I do receive credit card reimbursement within 45 days for the October 2016-October 2017 membership, I will be very happy (and surprised). 
Sincerely,[redacted]

The customer placed an order with Zazzle.com on 1/4/2017. During check out of the order, the customer opted to take advantage of Zazzle Black 2 Day, a yearly fee shipping program. Zazzle Black is a yearlong separate service in which the customer pays a $39.95 onetime fee to receive unlimited 2...

day shipping for all orders placed within that year. 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 phone on 1/24/2016 with regards to the charge in question, as per the terms and conditions of Zazzle Black 2 Day, the shipping offer cannot ship to PO Box addresses. Zazzle offered and placed a Zazzle Account Credit for $39.95 into the customer’s Zazzle Account, and 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.  
As a courtesy, Zazzle has authorized a direct refund for the customer’s Zazzle Black Membership cost ($39.95) to the customer’s original form of payment as of 1/17/2017. 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 is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding these orders. The customer placed an order for a women’s hooded sweatshirt on 2/28/2018 with an estimated delivery date of 3/7/2018 to 3/9/2018. The sweatshirt arrived in a timely...

manner, but contained a printing issue related to the placement not being true to design. Zazzle issue a courtesy replacement for the women’s sweatshirt in one size smaller, per the customer’s request, on 3/9/2018. In addition, the customer placed an order for a men’s hooded sweatshirt on 3/5/2018 with an estimated delivery date of 3/12/2018 to 3/14/2018. Unfortunately, Zazzle’s correlating production facility encountered unforeseen production delays and was unable to provide a more specific reason for the delays. Zazzle’s customer support team responded to the customer’s e-mails, phone calls and chat conversations in a timely manner, but, unfortunately, was unable to provide exact dates for delivery due to the delays. Zazzle’s support team promised to keep monitoring both of the orders and escalated them further with Zazzle’s production team to try and get the orders out ASAP. The women’s sweatshirt replacement queued for shipment and Zazzle notified the customer of the new tracking information on 3/15/2018. The customer chatted with Zazzle’s customer support team again as the replacement, which was delivered via UPS on 3/19/2018, printed in the same manner. As a third printing of the same product is not advised, even though an agent initially offered this option, Zazzle has issued the customer a Zazzle store credit, per the customer’s approval, so that she can reorder and adjust the placement of the design to her preference. Zazzle has also provided the customer with promotional codes to further discount and expedite the reorder on 3/19/2018. In regards to the second order, the men’s sweatshirt queued for shipment on 3/13/2018 and Zazzle notified the customer of the new tracking information on 3/14/2018. The tracking information indicates the order was delivered by UPS on 3/15/2018, which Zazzle has notified the customer of via e-mail. For the delay and inconvenience, Zazzle has also issued a shipping refund for both of the customer’s orders to the original forms of payment on 3/14/2018. Refunds can take 7-21 business days, depending on the processing speed of the customer’s financial institution.

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 09/04/15 for custom mugs. She contacted Zazzle Customer Support by e-mail on 09/17/15 to state the mugs were not centered correctly. Zazzle Customer Support requested images of the order...

she received and the customer was provided with options on how she would like to proceed. She requested to have the mugs reprinted and sent a new order. The customer received the replacement order on 09/21/15. She contacted Zazzle Customer Support by e-mail again on that same day, 09/21/15 to state once again the mugs were not centered to her liking. She was given the same options as before, either a refund, a Zazzle account credit or a reprint of her order. She opted once again to have the order reprinted. Zazzle reprinted the order again and she received that order on 09/24/15. The customer contacted Zazzle Customer Support again by e-mail on 09/24/15 to state she was not satisfied with the third order of mugs she received. Zazzle's return policy, http://www.zazzle.com/returns states that in order to issue a refund or a replacement, the order must be returned. Zazzle as a courtesy waived the return on the first two orders. Zazzle Customer Support sent the customer a prepaid UPS label to return the final order. The customer stated she would not return the package to UPS as per Zazzle's return instructions. As a onetime courtesy, Zazzle waived the return on all three orders and the customer received a full refund as well as keeping all 30 mugs that were sent to her.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their account of what happened is not accurate. First of all, they printed the mugs wrong and I was content with them reprinting them right. They had me go out of my way to take pictures and explain the issue. They then printed them out again and must have never looked at them to see if they were right before shipping them to me. So then they asked me for more pictures where I had to draw a [redacted] grid to show them what was happening. Then they printed them again and again must have never looked at them. How itic is it to do the same ting over and over the same way, but expect a different result. They were negligent. Period. Three times. Then they had the nerve to tell me I had to package all these mugs up and ship them back. Yes they offered to cover shipping, but the nearest UPS is almost an hour from my home. So I asked how I Was going to be compensated for my time and gas to ship their defunked product back to them. I told them they needed to schedule a pickup with UPS and they were unwilling to do so. Not sure why. We've had issues with things we've ordered from Amazon and Amazon has scheduled pick ups. We know it's possible. Zazzle just didn't want to. It's not like UPS isn't at my house three or four times per week. So that's when they offered to let me keep all of them and refund my money. But I haven't seen a dime back yet and until I do...this is NOT resolved!!!
Final Business Response /* (4000, 9, 2015/10/20) */
The customer was issued a full refund in the amount of $142.09 on 09/29/15. The transaction ID is attached verifying the customer's refund. The customer can verify her funds have been returned by contacting her bank or credit card company.

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, Suzanne [redacted]