Zazzle.com, Inc.

Good and fair service with decent prices.

Initial Business Response /* (1000, 6, 2015/01/06) */
The customer contacted Zazzle via email on 12/26/2014, and 12/29/2014 with a request for a Return Merchandise Authorization for a damaged and defective order. The customer included one image in the initial request. Unfortunately, Zazzle...

was unable to determine the issues mentioned in the customer's claim with one included image, and standard return instructions were provided to the customer via email on 1/3/2015.
In cases of damage or defect, the return process can often be expedited by providing digital images of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer. If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Zazzle for inspection before a determination can be made as to the state of the product.
Zazzle will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a Zazzle representative to be defective. For all other cases, return shipping costs are the responsibility of the customer. Under no circumstance does Zazzle reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Zazzle support as to how the return should be handled prior to placing the items back in transit to Zazzle.
Zazzle emailed the customer on 1/5/2015 with a request for additional images that may document the issue of a damaged or defective product. In the event the damage is verified via the digital images, Zazzle may authorize a pre-paid return shipping label for the customer to return the order for a full refund. If the customer is unable to provide additional images documenting her concerns, the customer will need to utilize the standard return instructions to ship back the package, at the customer's expense. Zazzle's Return Policy outlines this information, and it can be found here: http://www.zazzle.com/returns
During check out of their initial 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 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 to avoid the yearly fee of $9.95. After the yearlong trial has ended 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). Unfortunately, the customer did not opt out of the membership within the first 30 days. At this time, a refund has been issued for the Zazzle Black membership as a courtesy. The customer's account has been opted out of the Zazzle Black auto renewal, and the account will not experience any additional charges.
Zazzle is currently awaiting a response from the customer with additional images documenting the defective claim concerns, and will be happy to proceed with a resolution as soon as the customer responds. If the customer is unable to respond, Zazzle will authorize a full refund once the customer has returned the order utilizing the standard return instructions they have been sent.

Initial Business Response /* (1000, 5, 2015/12/23) */
The customer placed an order with Zazzle.com on 12/6/2015, with Standard Shipping. As advertised during checkout messaging, cake picks have a manufacturing time of 4-5 business days plus the shipping time based on the shipping method...

selected. The customer's order queued for shipment on 12/15/2015 via Standard shipping (4-7 business days). The customer emailed Zazzle.com on 12/15/2015, twice on 12/17/2015, and reached out to Zazzle via Social Media on 12/17/2015. Zazzle received and responded to the customer on 12/17/2015 via email, to express apology for the delay the customer initially experienced. In this email, Zazzle's customer support team provided the customer with an option to reproduce and reship the customer's order with expedited shipping, in an attempt to get the order to the customer sooner than the original shipment's ETA provided - or advised the customer to reply if they would prefer a Zazzle account credit, or a direct refund for the initially delayed shipment of the order. To date, Zazzle has not received a reply from the customer, indicating a preference. Another email has been sent to the email address associated with the customer's Zazzle account. Zazzle advises the customer check the email associated with their Zazzle account, as it is not the email address the customer has submitted with this inquiry.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

My experience was a disaster. The order confirmation assured me of a delivery date that was a complete hoax. No one in customer service could confirm a thing about my order - shipment date, delivery date and "manufacturer guarantee" was all a scam.... if you need it in a timely manner DO NOT order from this vendor

I ordered stamps with a picture of our flag stripes, a Bible, & a cross. The message reads One Nation Under God. It was refused because it didn't meet their guidelines, & all I could find is that it is thought to be a hate message. Boycott this company.

Initial Business Response /* (1000, 9, 2014/09/09) */
Zazzle would love to offer every design that users post for sale. However, Zazzle 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....

Unfortunately, the customer's products were removed because they featured designs that did not meet Zazzle's Acceptable Content Guidelines. Specifically, the products contained trademark-protected content related to the New York Knicks and the New York Yankees. Zazzle notified the customer of the violations via email on 8/13/2014. Zazzle's Acceptable Content Guidelines can be found here: [redacted]/

I have purchased business cards with this company three times and the last two purchases were far below par (in regards to service and product)! The cards I initially purchased were cut off and the letters were transparent when they should have been solid. After speaking with a very rude representative who refused to send me through to a supervisor I had to call back to speak with a supervisor. She credited my account but the wrong amount of cards were shipped to me. Not only did I have 100 fewer cards, they were in BAD condition. There were bent because the Zazzle box was not closed properly. After speaking with another supervisor, Rob, to get the rest of my order, he was very rude and unwilling to send me more cards without me purchasing them again! When I asked for the corporate headquarters phone number he gave me another 800 number that was merely a different extension of the regular Zazzle contact line. This is by far the worst experience I have had purchasing with an online company! I will certainly find a new company and absolutely do not recommend this company to anyone who is looking for good service and product!

Initial Business Response /* (1000, 5, 2015/05/18) */
The customer placed an order with Zazzle.com on 4/2/2015. 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).
Zazzle has received no inquiry from the customer with regards to the Zazzle Black Membership. Zazzle can be reached via phone or email, per the "contact us" link located at the bottom of the website: http://www.zazzle.com/about/contactus
As of 5/18/2015, Zazzle Customer Support reached out to the customer via email with the membership details and breakdown, and also provided the customer with two resolution options. Zazzle also opted the customer's account out of any auto renewal. The customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time. Zazzle is currently awaiting a reply from the customer per the resolution options provided.

I will never use or recommend this company. I ordered invitations and colored envelopes for my daughter's babyshower with $25 two day shipping. They sent me 25 white envelopes. No invitations and no colored envelopes. They offered a refund, but the baby shower us in 3 weeks! Never again!!!

Initial Business Response /* (1000, 5, 2014/09/18) */
The customer placed an order on the Zazzle website on 8/9/2013. During check out 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 service in which the...

customer pays a $9.95 onetime fee to receive unlimited Standard shipping for all orders placed within that year. Zazzle offers a 30 day free trial of the program in which the customer can take advantage of the free Standard shipping on any order placed during that 30 day trial period. The customer must opt out of the service within the 30 days to avoid the yearly fee of $9.95. After the yearlong trial has ended 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).
Unfortunately, the customer did not cancel the membership auto renewal within the year's timeframe, and as such, she was charged $9.95 for another year of service on 9/10/2014. The customer contacted Zazzle on 9/10/2014 via email to inquire about the charge, at which time a Zazzle Customer Support Representative informed the customer of the membership and its terms and conditions. Upon review of the customer's account, a refund of $9.95 for the cost of the membership auto renewal has been issued to the customer's original form of payment. An email has been sent as of 9/18/2014, informing the customer that due to the special accommodation for the refund process, Zazzle may need to contact her for additional information, and it may take 7-21 business days for the funds to be available, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had other companies with similar plans provide a refund when requested. It is very easy to forget to opt out a year later. Listening is good customer service. Obviously, Zazzle is more interested in making a quick buck rather than keeping a happy customer with the potential to spend more.
Final Business Response /* (4000, 9, 2014/09/26) */
As customer satisfaction is Zazzle's ultimate goal, all feedback is welcomed. The customer's feedback regarding their Zazzle Black Membership experience has been forwarded on to Zazzle's development team for further consideration. A full refund for the membership in question was processed to the customer's original payment method on 9/18/2014. Refunds typically take 7-21 business days to become available to the customer, depending on the processing speed of their financial institution.
Final Consumer Response /* (2000, 11, 2014/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle on 11/12/14 for a Return Merchandise Authorization for her order. Zazzle Customer Support received and responded to the customer's request on 11/12/14 with the requested standard return instructions. Zazzle...

received no further communication from the customer with regards to a tracking number that her return shipment. The customer contacted Zazzle via email on 12/12/14 inquiring as to the whereabouts of her refund for her returned shipment. Without tracking information, Zazzle's returns department had to locate the returned package. As of 1/4/15, the customer's return has been processed and a full refund has been authorized to the customer's purchasing payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received refund

Initial Business Response /* (1000, 5, 2014/12/18) */
The customer placed an order on Zazzle.ca with standard shipping on 11/26/2014. The customer's chosen method of Standard shipping takes 5-12 business days for time in transit, as listed on the website during the checkout process for each...

available shipping method offered. The customer's order was queued for shipment on 11/27/2014. If an order is queued for shipment after standard courier pickup times or on a weekend, then it was not put in transit until the following business day. Our international shipping partners consider business days for parcel shipments to be Monday through Friday, not including holidays, scheduled service interruptions, or the date of pickup. The customer contacted Zazzle via email on 12/5/2014, 12/8/2014, and 12/9/2014, expressing concern about the delivery time. A Zazzle Customer Support Representative responded to the customer via email on 12/10/2014 with information about the transit time, and informed the customer of when the order could be expected. The customer replied on 12/10/14 to inform Zazzle she was in need of the item for a specific event. Zazzle replied to her email on 12/11/2014, and informed the customer to please reply if there were any additional questions or concerns. Zazzle received no further inquiries from the customer regarding the order in question. Zazzle has reached out to the customer as of 12/17/2014 to ensure the customer received her order in the timeframe estimated for Standard shipping. The customer replied on 12/17/14 to confirm she did receive her shipment in time for her event, but it was missing an item from it. For the customer's overall experience, Zazzle has issued a refund for 50% of the order total, and a replacement for the missing item has been submitted to be shipped via an expedited courier as quickly as possible.

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer contacted Zazzle via email on 12/11/14, 12/18/14, and 12/19/14 with a request for a Return Merchandise Authorization. Zazzle's Customer Support team received and responded to the customer via email on 12/19/14 with the...

confirmation provided to the customer that a full refund was being issued to her purchasing payment method. Zazzle also waived the physical return of the item, as a courtesy. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. For the customer's overall experience, a $25.00 Zazzle Account Credit, has also been placed into the customer's Zazzle Account, to be used toward a future order if the customer desires. This credit will not expire.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This company refuses to give me a refund even after they stated that they would give 100% refund for this inferior product. However the funny thing is that they would give some people 100% return and let them keep their inferior product. This company has horrible customer serve. Very slow on replies via email or phone call. This is a very unethical company.
This company recommended a product to me that was completely not what I wanted. Glossy business card. When it came in it was far from gloss and the font on the card was hardly legible. I hand delivered my package to them, and they lost it. Now their customer service says their nothing they can do

They sell a service as Zazzle Black for free shipping, but they don't tell you that it's 10$ a month for one year. So if you go buy a 15$ item, it will end up costing you 120$. They do not provide sufficient information to make an informed decision, forcing you to pay for something long term without prior notification.

Initial Business Response /* (1000, 5, 2016/01/06) */
Zazzle worked with the customer directly via email with regards to the status of the customer's order on 12/22/2015. Due to an unexpected delay with production, the customer's order queued for shipment on 12/31/2015. Zazzle has confirmed...

a delivery of the customer's order occurred on 1/4/16. For the customer's overall experience, and the unanticipated delay, Zazzle has authorized a full refund to the customer's purchasing payment method as of 1/5/16. Refunds are typically available between 7-21 business days, depending on the processing speed of the customer's financial institution.

I will NEVER order anything through Zazzle EVER again and I will make sure that none of my friends or family ever do either.
I ordered programs two weeks before my wedding and was told they would be delivered here by the Wednesday before. The Sunday before I got an email saying that they were ready to be shipped and would be delivered in 5-7 business days which would be the day before or two days after my wedding... Not ok... Especially when I initially was told they would be here in time.
I called and was on the phone for AN HOUR dealing with customer service trying to get the issue fixed. They said they would send replacements since the first batch had already shipped and wouldnt be here in time. They said the replacements could take 3-4 days to ship... so they still wouldnt be to me in time. The women was going to see if they could hurry up the printing process to get them to me on time. She said she would email me with updates through the day. I NEVER heard back from her... Even after sending her multiple emails. I ended up requesting a refund and now I'm scrambling to get programs made 3 days before my wedding. I would NOT recommend Zazzle to anyone.

Initial Business Response /* (1000, 7, 2015/05/18) */
The customer placed an order on 5/1/2015, and the customer's order was queued for shipment on 5/2/2015 with Standard shipping. This method typically takes 4-7 business days for time in transit, and this estimate is provided during the...

checkout process. The customer contacted Zazzle via phone on 5/8/2015, expressing concern as they had not yet received the order. Zazzle replaced and shipped the customer's replacement order at no cost to the customer, with an Express shipping method. The customer's replacement order was delivered on 5/11/2015. Zazzle can also confirm the customer's original order delivered on 5/13/2015.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
htis is one of the best businesses ive dealt web from the inter-web.... good customer service kind and courteous

Initial Business Response /* (1000, 5, 2015/01/06) */
The customer placed an order for custom postage stamps on 12/8/2014. While Zazzle would love to print any item a customer orders, Zazzle 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 (http://help.zazzle.com/articles/support/ar143/). In addition to Zazzle's regular content guidelines, specific guidelines for custom stamp design must also be followed (http://zazzle.custhelp.com/app/answers/detail/a_id/135).
All orders placed on the Zazzle.com website are subject to approval by Zazzle's Content Management Team prior to the manufacturing of the product. This information is outlined within Zazzle's user agreement (http://www.zazzle.com/mk/policy/user_agreement).
Zazzle prides itself on upholding all intellectual property rights as outlined in our User Agreement and Content Guidelines. With that said, Zazzle's Content Management Team attempted to verify the customer's design via an email sent on 12/9/2014. That email requested the customer respond to the following questions:
1. What is the source of this image? Where did you find it?
2. Who is the subject of this photo? Is this a close friend or relative?
3. Is this person a celebrity, politician or other famous person?
4. Do you have permission to use this image to create Zazzle products?
As Zazzle did not receive a response from the customer within 48 hours from the date of the email sent, Zazzle canceled the customer's order on 12/12/2014. Held funds generated from a placed order are typically set aside for the order, but not processed. The pending authorization is then released upon the cancelation of the order. The customer's order was canceled on 12/12/2014, and the customer was notified via email that the release of held funds generally occurs within 7-10 business days, depending on the processing speed of their financial institution. To be clear, the customer was never charged for the canceled order.
The customer is welcome to place a new order, but the information to the questions contained therein the email sent by Zazzle's Content Management Team would need to be provided to them directly. The customer may reach Zazzle's Content Management team by emailing [redacted]@zazzle.com.

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.