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ZAG Store

3002 Main St, Santa Monica, California, United States, 90405-5318

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Reviews Online Retailer ZAG Store

ZAG Store Reviews (%countItem)

• Oct 05, 2023

Lost my package and refused to make a refund
I had a terrible time with ZAG Store, especially their customer support! They lost my package and won't give me a refund. I waited for two months and spent another month talking to their customer service. They didn't seem to care much. They'd reply once a week and kept saying sorry, but they didn't tell me where my stuff was. When I finally asked to cancel and get a refund, they said no because of their policy. It's a great example of how not to treat customers and avoid responsibility, isn't it?

Today, after a month of talking, they gave me store credit. I told them many times that this didn't work for me, but they didn't listen. I won't be shopping there again after this mess. They basically took my money, lost my stuff, and wasted my time. They won't even let me talk to a manager. They have one person for customer support for both the US and Europe, it seems. It's really frustrating and the customer service is the worst! I really regret ordering from this store and leaving my sister without her birthday gift in such an embarrassing way!

In case the company cares (which I doubt), my order number is #1383 and our talks with customer support are under #24401 request.

Item has not arrived customer service cannot be worse
I have ordered my item on January 13th, its Feb 21th right now and I have no news about my order, customer support either ghosts, is rude or avoids the subject, my item has been sent to the wrong place (zags mistake, I didn't introduce my shipping wrongfully) and has been on that destination for 23 days, customer service told me very rudely and with no explanation that it was getting re sent to my adress a month ago, no apologies no nothing and when I asked about it, ghosted. I cannot be more unsatisfied about this.
Item has not arrived customer service cannot be worse

Poor quality
Purchased the MIRACULOUS TIGER JULEKA’S PANJAS BRACELET as a gift for my daughter. The 2nd time she tries it on the bracelet breakes into two pieces.
Customer service doesn't care.

Horrible customer service. I ordered around Christmas for a Birthday present. there was nothing on the website stating that they were not shipping anything until after the holidays. There was nothing on my order confirmation, or anything that I received regarding my order. On my confirmation it stated that orders usually ship with in 24-48 hours, and your shipping information will be sent when it is shipped. One week later I contacted the store to find out about my order. that is when they said "due to the success of their store, nothing will be shipped until after all the holidays are over". They have done nothing but argue with me since then. At first, they said they would give me a discount on my next order. Now they are refusing to do that. Do not order from this store, they have no accountability for their very poor service.

Shipment send to old address after updated with customer service 35 days prior to shipment.
Order #XXXXX a monthly subscription to products sold by Zag has been delivered to an old address. The tracking history states that the shipping label was created on December 12. My first notification to Customer Service of the shipping address change was November 7. The November shipment was forwarded by USPS from the old address to the correct one..

Timeline of events in attempt to resolve
Nov 7 - I open a case to change the shipping address - assigned ticket ***
Nov 7 - *** replies that the shipping address has been updated
Nov 8 - I find out from shipping notice that the old address is still listed
Nov 8 - *** replies that it has already been shipped - usps did redirect this package - usps tracking states a shipping label was created November 14
Dec 16 - I have a delivery notice that the December shipment still went to the old address, re-opened same case stating Package was delivered to the old address and USPS did not forward this time. Ticket number *** created as a follow up to #***
Dec 16 - *** replies that my address was just updated
Dec 17 - I was finally able to locate where to change the deliver address, inquire about the missing shipment
Dec 18 - requested status again as no response from ZAG
Dec 18 - *** replies with the delivery confirmation
Dec 19 - I clarify that it was send to the old address
Dec 20 - *** replies that it was sent to my old address and the next one will be sent to the current address
Dec 20 - I asked for a resolution
Dec 23 - I was asked if I could go get the mis-delivered box
Dec 23 - I replied that would not be feasible
Dec 25 - *** replies that he hopes I find my package
Dec 26 - I Restated that I was assured the address was updated, yet package still sent to old address
Dec 30 - with no response I go over this again, and include my cell number, and that I would see other avenues of resolution if not resolved
Jan 6 - I reply to a shipment notification to inquire about the address for the January shipment and to checkup again on the missed December shipment - assigned ticket #***
Jan 7 - *** replies to ticket# *** that the address was changed too late for the December shipment and they will forward it on tome when they receive it back.
Jan 7 - *** replies to ticket #*** that I was informed that their resolution is to forward the box if they get it back.
Jan 7 - I reply to *** (ticket #***) that the box was delivered to the wrong address 3 weeks prior and ask what time frame I should expect a resolution
Jan 7 - I reply to *** (ticket #***) the I updated my address on November 7, and the December box was still shipped incorrectly. Asked for when this would be resolved

Desired Outcome

I am seeking a replacement box (preferably of the December contents), or a refund of cost plus shipping. For the December order.

Customer Response • Feb 10, 2020

Zag Store has satisfactorily sent a replacement box to resolve this issue after I sent them the following message on January 28. I attached it to the previous conversation with their customer service.

"The Revdex.com has an open case about the lack of resolution on this issue. They have contacted Zag Store, and are waiting on a response. A second notice from the Revdex.com is being sent today (first notice was sent on January 13)

Revdex.com Complaint Case# ***"

Their response and resolution was very prompt after stating the above message.

Don't buy from this store! They ripped me off ! Candice didn't give me a refund when I asked her for one! She issued a gift card! I told her I was in the 15 day policy which states refunds are given ? She refused? She is not following the refund policy! I would not even give them one star but it states to leave a review I must rate ZAG!

There a terrible store! If you purchase online they don't send your packages i'm still waiting on 2 packages from May 5th and it's now June 22nd and there is no tracking number because they haven't sent the packages out and I paid for express shipping stated 7-21 day delivery. I've contacted them and they told me just to wait and see what happens. The company has done nothing but lie and scam there fans.

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Address: 3002 Main St, Santa Monica, California, United States, 90405-5318

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