Pelkey's Archery, Inc.

Zazzle can confirm the customer reinstated his Zazzle account on 5/12/16. The below listed information is the email the customer was sent regarding his account on 5/4/2016:
 ------------------- Original Message -------------------From: SupportReceived: [redacted]To: [redacted]Subject: Zazzle earnings .[redacted]Hello [redacted],In reviewing your account, it does show you had requested a payment in March.  However, also at that time you requested to have your Zazzle account closed.  Due to your account being closed, we are unable to process the earnings.If you wish to get paid the balance in your account, we would have to reactivate your account in order for you to get paid.If you wish to do this, please let us know and we can accommodate that request.[redacted]Customer SupportZazzle Inc
 
As the customer’s account is open as of 5/12/2016, he can resend the request a payment option through the payment settings page in his Zazzle account. The request from March was cancelled and expired when the issue with the customer’s closed account arose. Zazzle will not be able to authorize a payment to be made until the customer makes the monetary request through his payment settings page directly.

Complaint:[redacted]I am rejecting this response because:
1. First I was told by Zazzle that the matter of the link disconnect would be sent to to their 'Tech Team'
2. Second email follow up - I was told their 'Tech Team' was 'working on it'.
3. Third email stated product was out-of-stock by someone in their Media Group - serioisly???
Does the right hand know what the left hand is doing?
Out-of-stock products on all online businesses are either labeled OUT OF STOCK, 'grayed out', or at least product icons that should be visible to potential customers and are not working for whatever the 'reason of the day' is, should NOT BE VISIBLE. What company leaves a customer wondering 'why bother'...it doesn't work?
It is always 'smoke and mirrors' between Zazzle and their designers. It's either the computer's fault or 'the Tech Team' is working on it. One form email after another. One would think that by 2018 they would know what they are doing....long shot at best.Sincerely,Maryann [redacted]

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]

Initial Business Response /* (1000, 5, 2015/11/23) */
The customer signed up for and received a free trial of a Zazzle Black Shipping membership on 11/3/2014. Per the terms and conditions of the membership, only one free trial membership per member is permitted. The customer then selected the...

Zazzle Black Shipping membership at checkout for an order placed one year later on 11/3/2015. Upon selecting this, the Zazzle Black Membership is indicated in the shopping cart as an additional $9.95 charge, because the account had already experienced a free trial. The customer would see this charge listed under the order summary beneath the order total in bold lettering "Additional Items: Zazzle Black Standard Yearly Subscription $9.95. This will appear as a separate charge on your credit card statement." The customer was then required to confirm the displayed charges by clicking a "Place Order Now" button. The customer reached out to Zazzle Customer Support via email on 11/3/2015 to inquire about the charge and the expectation that was had for a free trial of the membership. Zazzle sent a reply email informing the customer of the membership terms and conditions. Though this is typically a non-refundable service, a refund request for the cost of the membership has been issued to the customer's purchasing payment method as of 11/23/2015. Because this is special accommodation, it may take up to 30 days for the refund to be processed. The customer was sent notification of the refund request and a possible reach out for additional information by a member of Zazzle's finance department on 11/23/2015.

The customer has been working directly with Zazzle’s Customer Support Team as of 12/9/2016. Zazzle authorized a replacement order of business cards when the customer’s original shipment was deemed lost in transit. The customer’s replacement order queued for shipment with Express shipping on...

12/13/206, and Zazzle can confirm a delivery as of 12/14/2016. For the customer’s overall experience, a full order refund was authorized on 12/16/2016. Refunds typically take 7-21 business days, depending on the processing speed of the customer’s financial institution. An email confirming the customer’s refund has been issued as of 12/16/2016.

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 addressed. Zazzle considers this matter resolved, per the customer's expressed satisfaction with the agreed upon resolution.

The customer worked with Zazzle’s Customer Support team directly with regards to a resolution for the two orders in question. A Zazzle Account Credit in the amount of $433.55 was processed by Zazzle, for the customer to use toward a new and corrected order([redacted]) with designs on the...

front and back of the shirts, as the customer originally anticipated. The customer’s new order is currently in production, and Zazzle has upgraded the customer’s shipping to an Express courier at no additional cost. Zazzle will remain in open communication with the customer until the new order is received to meet the customer’s expectations.

The customer placed an order with Zazzle.com on 9/10/2015. 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 10/27/2016 with regards to the yearly charge. Zazzle has 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. This information was relayed to the customer via email on 11/1/2016. Per the email the customer was sent, a member of Zazzle’s finance team will be reaching out to the customer directly.

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
IT IS A SHAME THAT IT TOOK A Revdex.com COMPLAINT TO GET THEM TO ACKNOWLEDGE THEIR MISTAKE, BUT THEY DID AND THEREFORE I AM SATISFIED.Sincerely, [redacted]

The Designer contacted Zazzle Customer Support on 03/07/16 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 05/04/16 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.

Initial Business Response /* (1000, 5, 2015/08/31) */
The customer placed an order (XXX-XXXXXXXX-XXXXXXX) with Zazzle.com for custom fabric on 5/29/2015. The customer contacted Zazzle's Customer Support Team on 6/4/2015 as the order received did not meet the customer's expectations. Zazzle...

requested digital images from the customer to expedite the return process. As the customer's design issue required a new order, Zazzle offered the customer a Zazzle Account Credit to be used toward a new order, and also waived the return of the fabric once the images were provided . The customer accepted the Zazzle Account Credit, and a new order (XXX-XXXXXXXX-XXXXXXX) for fabric with a modified design was placed on 6/30/2015. As the customer had a store credit available in his Zazzle account per the accepted option provided, that order was paid for using $63.90 in Zazzle Account Credit, and $59.71 as the balance charged to the customer's purchasing payment method.
The customer contacted Zazzle.com once the new order was received, as the order received did not meet the customer's expectations. Per the customer's request, a refund was processed for the new order (XXX-XXXXXXXX-XXXXXXX). The refund was dispersed per the customer's original payment method, and Zazzle returned $59.71 to the customer's purchasing payment method on 7/16/2015, and $63.90 to the customer's Zazzle account, as a store credit. The customer was provided via email, a transaction ID for this refund on 8/17/2015. The customer's Zazzle account also reflects the $63.90 Zazzle account credit available for use in the customer's account. This credit will not expire.
For the customer's overall experience, Zazzle also provided a direct refund for the original order (XXX-XXXXXXXX-XXXXXXX) even though a waived return/Zazzle Account Credit had already been processed, which typically voids any future return options. The customer's original order was paid for using $6.83 of the customer's Zazzle earnings, with a remaining balance of $57.07 charged to the customer's purchasing payment method. The direct refund was issued to the customer's purchasing payment method on 8/17/2015 for the amount of $57.07 returned to the customer's credit card, and $6.83 returned to the customer's Zazzle account. Refunds typically take 7-21 business days to process, depending on the processing speed of the customer's financial institution.
To be clear, Zazzle has returned all of the customer's funds paid with a credit card to Zazzle.com, and in addition, provided the customer with a Zazzle Account Credit that can be used toward any future order for $63.90. Zazzle also waived the return of two fabric orders. This information was conveyed to the customer on 8/17/2015 via phone and email. Zazzle recommends the customer contact their financial institution directly to verify the funds have been returned.

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 process. These holds may be triggered by the financial institution (as a protective measure) whether or not the actual order is finalized. In 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.

Initial Business Response /* (1000, 5, 2015/07/29) */
The customer purchased a mug on the Zazzle website on 06/21/15. The customer contacted Zazzle Customer Support via e-mail on 07/02/15 to get an RMA (Return Merchandise Authorization) for her order. The customer was sent an e-mail with return...

instructions but to this date she has never responded to that e-mail. The customer also left reviews on Zazzle's social media sites. The Zazzle's Customer Support Team has attempted to contact her via social media on 07/14/15, via phone on 07/17/15 with a voicemail due to no response and then again via phone and email on 7/20. Zazzle has still yet to receive a response through any forms of communication. At this time, Zazzle has issued a full refund for the order. The customer can expect to see this refund in 7-21 business days depending on the policies of their financial institution.

Initial Business Response /* (1000, 6, 2015/08/13) */
The designer contacted Zazzle on 07/27/2015 to let them know that another customer had purchased an item from her Zazzle Store. The purchasing customer reached out to the designer directly to let her know that she was not happy with the print...

placement of the shirt. When 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 website. Zazzle'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 credit. The designer declined the option to have her customer contact Zazzle for further assistance. The designer was then provided the option of having a Zazzle customer support agent contact the customer to further assist. The designer also declined this option as well. Multiple attempts were made by Zazzle to speak with the customer via phone. The customer declined and requested to communicate via email. Zazzle issued an account credit to the designer's account on 08/13/2015. The account credit was for the value of the apparel item. In addition, to the credit the designer was also sent a promotional code for free standard shipping. As of 8/13 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 attach. Plz 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 this. The 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 Zazzle. I 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 complaint. Obviously they are completely ignoring this entire process. That said I would like this to go on their Revdex.com record made public for all who check what the outcome was. And I'd like to add some comments about this for public viewing. How do I make all this happen?
I await your instructions,
[redacted]
Final Business Response /* (4000, 24, 2015/09/23) */
The designer contacted Zazzle on 07/27/2015 to let them know that another customer had purchased an item from her Zazzle Store. The purchasing customer reached out to the designer directly to let her know that she was not happy with the print placement of the shirt. When 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 website. Zazzle'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 credit. The designer declined the option to have her customer contact Zazzle for further assistance. The designer was then provided the option of having a Zazzle customer support agent contact the customer to further assist. The designer also declined this option as well. Multiple attempts were made by Zazzle to speak with the customer via phone. The customer declined and requested to communicate via email. Zazzle issued an account credit to the designer's account on 08/13/2015. The account credit was for the value of the apparel item. In addition, to the credit the designer was also sent a promotional code for free standard shipping.
On 8/13 the designer confirmed that she would accept the resolution and place a new order for her customer. As 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 reorder. The designer has everything needed to proceed with her request. The 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 permitted. Zazzle is an approved licensed vendor with the United States Postal Service and we must make sure that we abide by their guidelines.

Zazzle is truly sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this order. Zazzle issued a full refund of the order in two separate amounts to the customer’s original form of payment. The refund for the invitations was issued on 2/2/2018, and the refund for the business cards and shipping fee was issued on 2/5/2018. Zazzle has provided the customer with two transaction ID numbers so that she can follow up with her financial institution to inquire about the two refunds on 3/12/2018.

Zazzle has Payment Thresholds for each payment method and currency, and will hold designer Earnings until they reach the relevant Payment Threshold. If a customer requests payments that are less than those Payment Thresholds, processing fees will apply. The "Earnings" section of Zazzle's User...

Agreement has the full explanation, which can be found here:
 
For PayPal, the Payment Threshold is $50 for payments in dollars. The processing fee to receive a payment of less than $50 is USD $2.50 per payment. Zazzle’s records indicate the customer requested a payment via PayPal on 11/9/2016. Changes and requests made within a customer’s earnings account causes an automatic 30 day delay as Zazzle processes the information.  As such, the customer will not be eligible for this payment until Zazzle’s next payment cycle, no later than 12/15/2016.

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. Sincerely, [redacted]

Zazzle can confirm a refund for the customer’s $9.95 charge was issued back to the customer’s purchasing payment method (MasterCard ending in [redacted]) on 11/11/2016. Zazzle processes refunds directly to a customer’s purchasing payment method, and will not issue refunds in the form of a check. Zazzle has additionally reached out to the customer via email as of 12/1/2016 to confirm the refund that was processed on 11/11/2016.

Zazzle is very sorry for any inconvenience and disappointment that the Designer may have recently experienced regarding the Zazzle site platform. In regards to the Designer’s most recent contact from 1/28/2018, the Designer inquired why her Hot Sauce sub-category icon (Store: Zazzle Holidays;...

Category: June Holidays – Father’s Day) does not link to her Hot Sauce products. As Zazzle’s Hot Sauce products are currently out-of-stock, they will not be visible in the Designer’s public store. However, as the main account holder, the Designer will still be able to access any out-of-stock products in the backend. Unfortunately, Zazzle has not been provided an estimated time frame of when the Hot Sauce products will be available for sale and accessible to the public. The Designer is welcome to add her email address to the “Notify me when it’s back in stock” option to stay informed. In addition, the Zazzle site will also automatically update as soon as this product is restocked for purchase again. The Designer also previously contacted Zazzle regarding varying quantities of missing t-shirts from various categories under the Designer’s Zazzle Holidays store, which the Designer stated dates back to 2/9/2017. Zazzle’s technical team was previously advised of this issue and the affected t-shirts have since been visible in the marketplace. Zazzle apologizes for any previous miscommunication the Designer may have received regarding any technical issues the Designer may have encountered and appreciates the Designer’s patience and understanding.

Initial Business Response /* (1000, 5, 2015/04/29) */
The customer placed an order with Zazzle.com on 3/18/2013. During check out of the order, the customer opted to take advantage of a 30 day free trial 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).
To date, Zazzle has received no email or phone communication from the customer regarding the customer's inquiry. Zazzle 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 order. As 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 information. As the membership is typically not refundable, it may take up to 45 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. Per the details outlined in the membership agreement, this service is typically non-refundable. Zazzle is unauthorized to provide a refund for any charge processed prior to 2015.