Pelkey's Archery, Inc.

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 10/26/2016 with regards to the yearly charge. Zazzle extended the customer the offer of an account credit for the cost, or a $10.00 Zazzle gift code, and requested a reply from the customer. Zazzle did not receive a response.  Zazzle reached out via email on 11/11/2016 to confirm with the customer that an authorized one-time courtesy refund for the membership has been applied to the customer’s purchasing payment method. Zazzle can only return funds to the customer’s original form of payment. 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 11/11/2016. Per the email the customer was sent, a member of Zazzle’s finance team will be reaching out to the customer directly.

Initial Business Response /* (1000, 5, 2015/06/10) */
The customer placed an order with Zazzle.com on 1/5/2014 for business cards. The customer received the business cards, and contacted Zazzle via email at that time to express dissatisfaction with their received order. Zazzle provided the customer...

with an option between a Zazzle Account Credit for reorder, or a direct refund. The customer opted to accept a Zazzle Account Credit. Zazzle processed the customer's request for a credit of $31.83 on 1/28/2014. Account Credits do not expire, and can be used toward any future order on Zazzle.com. Zazzle also waived the return of the customer's order.
The customer contacted Zazzle.com via email on 5/28/2015, a year and four months after the initial resolution option the customer authorized had transpired, and expressed desire for the account credit to be transitioned into a direct refund to the customer's purchasing payment method. Zazzle accepts returns for a full refund within 30 days of receipt of the order, as outlined in Zazzle's return policy (http://www.zazzle.com/returns). To be clear, Zazzle is typically unable to honor the customer's request for a direct credit card refund more than a year after the customer's order. Zazzle recommends that any customer unsatisfied with their resolution options at the time they are presented, voice their concerns at that time - as customer satisfaction is Zazzle's ultimate goal. As a one-time courtesy, Zazzle has authorized a refund to the customer's purchasing credit card. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Zazzle.com's positive response to offer me a "one-time courtesy" refund on my order. When my credit card account has received the refund within the stated 7-21 business days, I'll consider this matter closed.
I would like to clarify that this isn't the first time that I've inquired about receiving a refund vs. an account credit and was told no by Zazzle.com's phone representatives. I also read the initial response I received from Zazzle.com regarding my dissatisfaction of the order and wasn't given the option for a refund only an account credit to simply their returns process.

Complaint: [redacted]I am rejecting this response because:  No notification or updated rules have been posted.   The consumer reiterates the fact that if what Zazzle has said is true they have ALREADY BROKEN THE LAW AND SHOULD BE HELD ACCOUNTABLE FOR THEIR ACTIONS.Sincerely,[redacted]

Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this order. The customer placed an order for wedding invitations, address labels and RSVP cards on 1/3/2018. Unfortunately, the customer received someone else’s RSVP cards. The...

customer contacted Zazzle on 1/8/2018 via Chat feature requesting for the correct RSVP cards, in which Zazzle requested their production team to reprint. The customer contacted Zazzle again via phone on 1/16/2018 after still not receiving their RSVP cards. Due to Zazzle’s production delays, they were unable to fulfill the replacement order in a timely manner. Zazzle has ensured the customer that they will work to get these out to the customer ASAP. In order to compensate the customer for this entire ordeal, Zazzle has given the customer a refund for the cost of shipping and their RSVP cards, which Zazzle notified the customer of on 1/17/2018. This same day, the customers reprint order queued for shipment with Express and should be delivered the following business day, 1/18/2018. This information has also been relayed to the customer via e-mail on 1/17/2018.

The customer placed an order on the Zazzle website for business cards on 01/23/17. The customer contacted Zazzle Customer Support on 02/02/17 to inquire the status of the order.  The customer spoke to a supervisor who reached out to the Production Team on the customer’s behalf. Due to the...

unforeseen delay the customer requested for her order to be cancelled.  The order was cancelled on 02/03/17 and the customer was refunded in full, $27.14.  Zazzle Customer Support sent an e-mail to the customer on 02/10/17 with the transaction ID for her refund request.  The transaction ID is [redacted]. Zazzle apologizes for any inconvenience and frustration this may have caused for the customer.

Initial Business Response /* (1000, 5, 2015/11/27) */
The customer placed an order with Zazzle.com on 10/14/2015. 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 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 11/25/2015, 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 apologizes for the issues the customer had when trying to place her order for invitations.  Unfortunately, Zazzle Customer Support was not able to duplicate the error the customer  mentioned as far as the price discrepancy on the site when she tried to complete her order. As stated...

on the website, bulk discounts cannot be combined with any promotional offer.  The Zazzle site automatically applies the greater discount.   Zazzle Customer Support reached out to the customer via e-mail on 05/05/16 and provided her with a code for 50% off the cost of the invitations if she chooses to place an order.