Zazzle.com, Inc.

I was pleased with the ease of use in customizing my invitations The company even followed up with me promptly upon receipt of my order to ensure I had a positive customer experience

Initial Business Response /* (1000, 5, 2015/06/10) */
The customer placed an order with Zazzle.com on 1/5/for business cardsThe customer received the business cards, and contacted Zazzle via email at that time to express dissatisfaction with their received orderZazzle provided the
customer with an option between a Zazzle Account Credit for reorder, or a direct refundThe customer opted to accept a Zazzle Account CreditZazzle processed the customer's request for a credit of $on 1/28/Account Credits do not expire, and can be used toward any future order on Zazzle.comZazzle 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 methodZazzle accepts returns for a full refund within 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 orderZazzle 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 goalAs a one-time courtesy, Zazzle has authorized a refund to the customer's purchasing credit cardRefunds typically take 7-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 orderWhen my credit card account has received the refund within the stated 7-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 vsan account credit and was told no by Zazzle.com's phone representativesI 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

Initial Business Response /* (1000, 5, 2014/08/18) */
The customer contacted Zazzle on 7/31/via phone regarding a Groupon offer she saw on the Groupon websiteThe Groupon offer, when valid, is only for select pre-approved invitation designs from Zazzle.com, stated on the Groupon page,
which can be viewed here: http://www.groupon.com/deals/gg-zazzle-custom-flat-photo-cards-This promotion was in direct partnership with Groupon, and a voucher would have had to be purchased directly from Groupon in order for the customer to receive the offerAs the offer was no longer available on Groupon, the customer requested Zazzle provide her with the offer directly, as she had a saved invitation design she wanted to order with the expired offer Groupon had advertisedThe customer's chosen design was not part of the Groupon offer, and the Groupon promotion would not have applied to her design even if she had purchased the vouchersA Customer Support Representative informed the customer that while Zazzle was unable to provide her with Groupon's expired promotion, Zazzle could provide her with a 60% off discount for invitations of her choiceThe customer declined the offer and escalated to a Customer Support Supervisor who informed the customer the details surrounding Groupon's expired promotion, and that Zazzle could not provide the customer the expired offerThe customer was again offered a 60% discount for invitations of her choice, as well as a free shipping codeA follow up email was sent to the customer with the information provided to her via phone, as well as the codes enclosed, if she chose to take advantage of the 60% off invitations/free shipping offer Zazzle extended to her

Ordered ornaments on Dec Email from Zazzle said there was problems with of the ornamentsCancelled that ornament and told them to continue making the rest Reordered the ornament, again an email saying there was a problem days later, we receive the ornament, but no word on the original I emailed the company times and received a "form" response back each time The ornament we did receive was very poor quality The name/year customization was in the correct location on one side of the ornament but in the totally wrong location on the other side Plus the hole to hang the ornament was punched off-center so the ornament will never hang straight The photo of Mount Rushmore was very poor quality - blurred and printed on the ornament crooked Tried calling them several times - the recording said "minute wait" "minute wait", etc Finally received an email today that "they are experiencing production delays" -- days after my order was placed! But they charged my credit immediately upon placing my order These were Christmas presents so today I cancelled the order and FINALLY got a response that was not "canned", but the rep insinuated that I had not contacted them, but I have all the emails back and forth Terrible customer service, poor quality products

I can’t say enough good things about Zazzle (USA), In the past months I have had orders placed with them and the rare (maybe times) I have had a problem they have handeled it immediately to my satisfaction My recent experience is why I consider Zazzle the best company I have ever dealt with (and at age I have dealt with a lot of companies in my lifetime!) I had placed several orders in a short time and didn’t realize I hadn’t received one of them until weeks later The missing order was many customized Christmas cards for my boyfriend’s large family and since it was close to time to mail the cards I was ready to panic I emailed Zazzle and got a very quick response And days after that initial email all of the cards were at my front door...via special delivery! I have ordered custom clothes for babies; a zillion customized post cards, binders, magnets, buttons, mugs, stickers, posters and t-shirts reflecting our travels; bumper stickers, greeting cards...and I have been extremely happy with each order For me Zazzle customer support has always been friendly and incredibly helpful And, in all of those orders (multiple items per order) I have only had items that I received credit for or returned (and each time the transaction was quick and positive) Based on my experience with Zazzle I give the company the highest positive rating

Initial Business Response /* (1000, 5, 2015/09/17) */
The customer placed an order on the Zazzle website on 09/03/for invitationsThe order was shipped via UPS Mail Innovations (UPS MI) and issued a tracking number on 09/04/The customer contacted Zazzle Customer Support on
09/14/to state she did not receive the orderThe shipping method that was chosen at the time of the order was Standard shipping which can take 4-business days to arrive once shippedThe courier considers the first day in transit to be the first business day after pick upThe order was picked up on 09/04/and due to the Labor Day holiday, the first day in transit was 09/08/It could have taken until 09/for the package to have been delivered
A supervisor attempted to contact the customer by phone on 09/15/but was unsuccessful in reaching the customerA follow up e-mail was sent to the customer also on 09/15/to let her know Zazzle would be reprinting her order and shipping it with an expedited courierThe replacement order was delivered to the customer on 09/16/Also, at that time a full refund was issued to the customer for her overall experienceThe customer can expect to see the refund in 7-business days depending on the policies of her financial institution

After researching many sites that provide custom shirt printing, I chose Zazzle because they were the only site with no mimimum that carried the sizes I need (4x and 5x), and had decent reviewsI placed an order on 12/7/for a bandana and two custom shirtsWhen the bandana shipped on 12/I received an email for the custom shirts stating the estimated delivery dates were 12/15-12/The bandana arrived on 12/13, but by 12/the status of the shirts was still "making"That day I emailed customer service inquiring about the status of my order, which I needed by Christmas, and received a standard reply stating I would hear back within 24-hoursOn 12/I received a reply apologizing for the delay, saying the production team was made aware of the urgency of my order and that I had been upgraded to express shipping (delivery one business day after order ships)I replied thanking them, as I understand they are likely busy with the holiday rushYesterday (12/20), I checked my order status and the shirts were still not finished, so I emailed again asking if there was any information at all on where the shirts were in the production processI have yet to hear back, so today I tried calling customer service, and they have a recording stating due to the high volume of calls they are no longer taking phone calls, and to please contact customer service via email (I had tried calling before I sent my first email, and there was a minute hold time to speak to a customer service rep)I am very disappointed, as my original plan was to make the shirts myself, but I instead chose Zazzle thinking it would be a little less workNow I have no shirts to give my brothers for Christmas, no time to make the shirts myself, and I have no idea when the shirts I ordered will arrive, if they ever get delivered at allThe lack of communication from Zazzle is ridiculous, and I was quite shocked to see they have a A+ rating from the Revdex.comI will be sure to never order from this company again, and will advise others to do the same

Stay away from ZazzleThey are an open marketplace, meaning that the things you see you might not be able to actually getI ordered an overpriced, but perfect T-shirt from their designs, only to be told that I could not get it AFTER being on hold for over minutesI'll take my business to places with actual products

Initial Business Response /* (1000, 5, 2014/07/11) */
The customer first placed an order with Zazzle on 4/1/2011, and used her PayPal account to pay for that orderThe Zazzle checkout system retains the authorization key that was triggered and granted by PayPal upon the first use of your
PayPal account with ZazzleWhen the PayPal option is selected, the system is designed to apply the PayPal info automatically for ease of use in subsequent ordersStored payment information can be removed by the customer at any time through their Zazzle Account SettingsZazzle assures that the information in question is tied uniquely to the customer's Zazzle account and cannot be accessed without being logged into the customer's accountAs the customer's stored authorization was never removed, the order placed on 6/24/automatically defaulted to offering the customer's default PayPal payment method to pay for the orderThe customer would still have to confirm this order and the payment method being utilized for the charges, by clicking a "place order now" button to submit the orderThe customer was able to cancel her order through her account on 6/24/As Zazzle only collects funds for processed orders, no funds were taken from the customer's account for the order she placedThe technology and related policies behind the retention of PayPal user information are currently under reviewIn the meantime, Zazzle stands by the absolute security of any payment information that is supplied during the process of an orderTo date, the customer's stored payment information has been deleted from her account
Initial Consumer Rebuttal /* (2000, 7, 2014/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/27) */
The customer placed an order on 03/20/on the Zazzle websiteShe contacted Zazzle Customer Support on 03/27/to state that she was not satisfied with her orderThe customer agreed to and was given a Zazzle account credit for the
cost of the order to place a new orderThe customer placed a new order on 03/27/and did not utilize the Zazzle account credit that was placed into her accountAt this time, the customer still has a Zazzle account credit available for her to use on any future order as it doesn't expireAs a onetime courtesy, in addition to the account credit the customer has, Zazzle has also issued a refund for her original orderThe customer can expect to see this refund in the next 7-business days depending on the processing speed of her financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer placed an order on 12/6/for a messenger bagThe turnaround for this product, listed on the product page, and messaged during checkout, of 7-business days for manufacturingThis manufacturing time does not include
shipping timeThe customer's selected shipping method at checkout was Standard shipping, which lists a time in transit of 4-business daysThe customer contacted Zazzle via email on 12/15/14, and also called to speak to a Zazzle Customer Support RepresentativeThe representative informed the customer of the manufacturing time, and as a courtesy, upgraded the customer's shipping from Standard to Day, at no additional cost to the customerThe Customer Support Representative also expedited the order with Zazzle's production team, in an attempt to get the order to the customer in time for her eventThe customer contacted Zazzle again via email on 12/17/14, and by phone on 12/18/2014, and Zazzle further upgraded the customer's shipping at no additional cost to ExpressThough still within the manufacturing turnaround time for this product, Zazzle was able to ship the customer's order on 12/18/with Next Day shippingA delivery confirmation verifiable with the courier shows a delivery occurred on 12/19/

Initial Business Response /* (1000, 5, 2015/02/05) */
The customer placed an order for four custom hoodie sweatshirts on 12/24/2014, and this order was queued for shipment on 12/27/The customer contacted Zazzle via phone to inform them that he was missing two items from his shipment
As the customer had contacted Zazzle through their corporate headquarters front desk, the customer's message was routed to Zazzle's Customer Support Team on 1/29/Zazzle received no inquiries from the customer via phone or email to their Customer Support Team prior to this date, and Zazzle's Customer Support Representative reached out to the customer in a return call on 1/29/The customer informed Zazzle that he could not speak on the phone at that time, and asked Zazzle to call back later that dayZazzle's Customer Support Team called the customer back to discuss the missing items from the orderPer the customer's request, Zazzle initiated an urgent replacement request for the two missing items, and confirmed this information with the customer via phone and emailThe customer's replacement order was queued for shipment on 1/31/2015, and it is currently in transit via UPS, with a delivery scheduled for Monday, 2/9/For all customer support related inquiries, Zazzle provides contact information with every invoice, in the event there are any issues with an orderZazzle's Customer Support Team may be reached Mon - Fri: 3AM - 6PM PST(6AM - 9PM EST) with the numbers X-XXX-XZAZZLE (X-XXX-XXX-XXXX) or XXX-XXX-XXXXZazzle can also be reached via email with this link: http://help.zazzle.com/helpdesk/create-case/

Initial Business Response /* (1000, 5, 2015/03/30) */
Unfortunately, Zazzle has no information for this customer under the information providedZazzle would need the following information to investigate this further:
Store name
Member ID
Product ID's for any of the items
that were removed
Zazzle's Associate program is an aggressive incentive designed to encourage Associate members to drive traffic to the Zazzle websiteIt is important to note the following regarding Associate referrals:
A referral is triggered by a link over to the Zazzle site through an associated link
A referral will not be applied if the visitor to the Zazzle Site cannot be tracked by our system
Referrals are specific to the Zazzle international portal associated with the associate linkFor example: an associate link containing the Zazzle.com domain will only trigger a referral if the purchase is made through the Zazzle.com siteIf the customer leaves the international portal they were initially linked to for another Zazzle international portal to conclude the purchase, the referral will not be tracked
That referral is traceable within the web browser used for the initial link over, until one of the following occurs
adays elapse from the point of link over
bA new (more recent) referral link is used
cThe web browser's cookies are cleared
If you access Zazzle through a referral link and then click on another referral link within the first minutes of the accessing Zazzle, the initial referral is applied and not the second referral
Only products that are sold by Zazzle as a result of links to the site, shipped to a customer, and for which we have received full payment will qualify for a referralFor a sale to generate a referral, the customer must follow a link to the Zazzle site or access the Zazzle site via your Associate URL, purchase the product(s) in question using our online ordering system, accept delivery of the item at the shipping destination, and remit full payment to us
Because the nature of the incentive is to drive traffic to the Zazzle site, the placement of the referral cookie can only take place upon entry into the Zazzle siteReferral links from one Zazzle page (product, Zazzle Store, or otherwise) to another Zazzle page do not trigger the cookie and therefore cannot generate a referral
For a complete explanation of the process and policies related to referral tracking, please visit the following link: http://www.Zazzle/mk/***

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 paymentsZazzle messaged all designers on 3/18/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 paymentsZazzle 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-pageAll accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updatedTo 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 enforcedIt was noted that as of 07/16/15, the customer's Zazzle Account had not be updated with the required informationThis prompted Zazzle to cancel the payments in question and credit the cancelled funds back into the Zazzle AccountThis was done for both the 06/01/payment, as well as the 07/01/paymentThe customer was able to successfully update their Zazzle Account on 07/16/This made the customer eligible for a payment on the 08/15/payment cycleA payment in the amount of $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 & July
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 SITEYOUR 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 CHANGESIF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITEIF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."

First order was not acceptableCalled the company and they gladly made good sending me two new travel mugs asap

Initial Business Response /* (1000, 6, 2014/12/26) */
The customer contacted Zazzle via email on 12/12/and 12/17/with a request for a Return Merchandise AuthorizationZazzle Customer Support received and responded to the customer's request on 12/22/14, with an option of a replacement
or a refundThe customer responded to Zazzle on 12/22/with the preference for a refundZazzle authorized the full order refund per the customer's wishes on 12/22/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institutionFor the customer's overall experience, a Zazzle Account Credit of $has been placed in the customer's Zazzle Account, to be used on a future order if the customer desiresThis credit will not expire
Initial Consumer Rebuttal /* (2000, 8, 2014/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my refund I wish they had responded sooner I would have never filed a complaint but days is a very long time to wait for a response.I am satisfied with the solution and appreciate this being taken care of

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 08/10/Unfortunately, one of the items the customer ordered was delayedThe customer contacted Zazzle Customer Support by e-mail on 08/14/to get a status update on her
orderThe customer responded to that e-mail on 08/and requested to cancel the delayed item for her orderZazzle cancelled and refunded the delayed portion of her order on 08/21/The customer had multiple items on her orderThe shipping costs she was charged was for those two itemsFor the item she received, the shipping cost for that item alone is $Since she was charged $for shipping, Zazzle has issued a refund for $1.50, the difference between the two shipping costsThe customer can expect to see this refund in 7-business days depending on the policies of her financial institution
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded me the shipping cost

Initial Business Response /* (1000, 5, 2014/12/30) */
The customer contacted Zazzle via email on 12/5/and 12/11/with a request for a Return Merchandise AuthorizationPreviously, the customer had tried contacting Zazzle via email to halt the order prior to shipmentZazzle received and
responded to the customer's email inquiry for an RMA on 12/12/with a request for the return shipment's tracking numberThe customer's return tracking was verified with Zazzle's returns processing department, and a full order refund has been authorized to the customer's purchasing payment method as of 12/26/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institutionFor the customer's overall experience, a $Zazzle Account Credit has been placed in the customer's Zazzle Account, for use toward a future order, if the customer choosesThis credit will not expire

The customer placed an order with Zazzle*** on 3/5/2015. During check out of the order, the customer opted to take advantage of a day free trial offer of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate service in which the
customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $The customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions ***).
The customer contacted Zazzle via email on 4/7/with regards to the membership in questionZazzle’s Customer Support team received and responded to the customer’s email on 4/7/with an explanation as to the membership, including the non-refundable terms and conditions the customer agreed toThe customer expressed dissatisfaction via this medium of contact, and Zazzle authorized a one- time courtesy account credit or a refund to the customer’s Zazzle AccountZazzle also unsubscribed the customer from any auto renewal of the Zazzle Black MembershipThe customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
The customer expressed dissatisfaction for the offer of credit, and Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment on 4/10/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 refundZazzle’s finance department was able to verify the necessary information with the customer as of 4/12/16, at which time a refund was processedRefunds typically take 7-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

Worst experience EVER!!! Ordered mugs of the were defective when received Emailed, called, they said they would fix and resend So they resent the defective mugs -- which were ALL STILL DEFECTIVE with even more defects than the first time They then sent an entire new order of 5, of which were defective again!!! Even more than the first time!!! (All of which, by the way, arrived hours AFTER I needed them, even though I was told they would still be here in time.) Where is the quality control here? Don't your people look at the products you produce to make sure they're okay? Yet their "customer service supervisor" kept insisting it was my file that I submitted that was the problem, not them The same file was used for all mugs How can it be my file when it was not the same defects every time? That is impossible! Could not make this person understand what I was saying Yes, they refunded my money, but I NEEDED those mugs to present on 11/10, and since they were useless, I had to scramble to find something else at the last minute And then when I called their corporate headquarters to let somebody in charge know what kind of service people are getting, they just passed it on to the same person I talked to in the first place, who kept insisting it was my file that was the problem NEVER AGAIN!!! CUSTOMER BEWARE -- poor quality products and extremely poor customer service! And they just don't seem to care!