Zazzle.com, Inc.

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, 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

I I purchased a tee shirt and normally wear an adult L. They said they run small and so I ordered an XL. When it arrived, it was still too small and I wrote Zazzle a number of
times asking how to return and get a larger size. I never received a response and am
left with a shirt I cannot use that I paid for.

I received an email advertising 50% off express shipping (before Christmas) by entering LASTCHANCE16 in the code box which I did. My receipt said my items were shipped standard. I wrote to them and was promised a reply within 48 hours which I never received. I wrote again and was sent a tracking number for standard shipping on my items. I wrote again and received a reply saying my order was placed with standard shipping despite entering the code and "sorry for the inconvinience." They could not have cared less.

Ordered from Zazzle on Dec 7 2016 , thinking that I would get it by Christmas , they promised delivery by Dec 19 , didn't show contacted Zazzle twice within the next to weeks , they promised to expedite order Asap , Jan 6 2017 no order , need less to say canceled order [redacted]

I have bought many seashell calendars in the past for my husband. This calendar is by far the loveliest one I have ever purchased. The black background with the shell centered in the middle of the page is a work of art. I am thrilled with my purchase.

Initial Business Response /* (1000, 5, 2015/09/01) */
Zazzle.com is a print on demand company not affiliated, associated, authorized, endorsed by, and/or in any way connected to the place of business Unwind Me, with the above complaint for massage services. The official Zazzle web site is...

available at www.zazzle.com. For more information about Zazzle.com, please see the following: http://www.zazzle.com/about.

Initial Business Response /* (1000, 5, 2014/08/05) */
The customer placed an order with Zazzle for a t-shirt. Per the customer's order history, the t-shirt submitted for the order did not contain a customized name. As Zazzle produces orders exactly as they are submitted by the customer, the...

t-shirt was produced without any name personalization. The customer contacted Zazzle via email on 7/18/2014 to inquire why the shirt was not produced with a personalized name. The customer also requested to keep the shirt, and asked for a discount on the shirt that was received, or to have Zazzle provide the customer a new shirt with a personalized name added to it. Zazzle is unable to replace an order with modifications, and can only replace an order as it was originally submitted. On 7/24/2014, Zazzle Customer Support replied to the customer's request via email with an explanation of the order as it was submitted, and that no modifications could be made. As customer satisfaction is Zazzle's ultimate goal, an option for a Zazzle Account Credit that could be used to order a new customized t-shirt was offered to the customer, along with waiving the return of the original shirt. Zazzle asked the customer to reply to confirm or decline the offer. As of 8/4/2014, Zazzle did not receive a response from the customer. On 8/4/2014, Zazzle reached out to the customer via email once again, to provide an option of a Zazzle Account Credit, or a direct refund for the shirt. Zazzle also reached out to the customer via phone to ensure the customer had received the email. The customer accepted the option of the Zazzle account credit during the phone call. Zazzle's Customer Support Representative then assisted with personalizing a new t-shirt with the customer's requested customization. A phone order was placed on 8/4/2014 using the Customer's Zazzle Account Credit, and the customer has received confirmation of the new order details via phone and email.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Company handled the situation very well once they contacted me. I am quite satisfied with the result. I thank the Revdex.com for its help in this matter.

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer placed an order for greeting cards, stickers, and custom envelopes. All products have their manufacturing turnaround time located on the product page, prior to adding the item to the shopping cart. Custom envelopes have a...

manufacturing time of 3-4 weeks. The customer contacted Zazzle via email on 12/18/14, 12/19/14, and by phone on 12/19/14. The customer expressed concerns as she was missing items from her shipment, and that she had not yet received the custom envelopes. A Zazzle Customer Support Representative informed the customer of the manufacturing time for custom envelopes, and per the customer's request, the custom envelopes were canceled. Canceled items are automatically refunded back to the customer's purchasing credit card within 7-10 business days of the cancelation. The missing items from the customer's shipment were also refunded in full 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.
During check out the customer opted to take advantage of a shipping membership for Zazzle Black 2 Day. Zazzle Black 2 Day is a yearlong service in which the customer pays a $39.95 onetime fee to receive unlimited 2 Day shipping for all orders placed within that year. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
On 12/19/2014, the customer contacted Zazzle via phone with regards to the charge for the membership along with her other order concerns. The customer was informed of the Zazzle Black terms and conditions agreed to at the time of the original order placement. Though the membership is typically not refundable, Zazzle extended an offer for a refund of $39.95 to be returned to the customer's purchasing payment method. As a special accommodation was made with regards to the typically non-refundable membership, refunds may take up to 45 business days to become available, depending on the processing speed of the customer's financial institution. All shipped portions of the customer's order did in fact ship with the Zazzle Black 2 Day shipping method as selected during checkout.

Initial Business Response /* (1000, 5, 2015/01/13) */
The customer placed an order with Zazzle.com on 12/26/2014. The customer's order was queued for shipment on 12/27/2014 with the Standard shipping method the customer chose during the checkout process. Standard shipping typically takes 4-7...

business days for time in transit. The customer contacted Zazzle.com via email on 1/7/2015, and again on 1/8/2015 to inquire the whereabouts of her order. The customer's order shows a delivery occurred on 1/9/2015. Zazzle's Customer Support Team received and responded to the customer's email on 1/11/2015 to confirm the customer's delivery, with a request that the customer please reply if there were any questions or concerns. For the customer's overall experience, and that the order did not deliver within the promised 4-7 business days, as stated during the checkout process, Zazzle has authorized a full order refund 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 Business Response /* (1000, 5, 2015/01/06) */
The customer contacted Zazzle via email on 12/26/14 and 12/27/14 with a request for a Return Merchandise Authorization for a portion of her received order, and to inform Zazzle that another portion of the order did not arrive. The...

customer expressed a desire for a full order refund. Zazzle Customer Support received and responded to the customer's email on 12/31/2014, and authorized a full order refund to the customer's purchasing payment method. Refunds typically take 7-21 business days to post, depending on the processing speed of the customer's financial institution. Zazzle has also waived the physical return of the item the customer received.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I am still dissatisfied with the way zazzle does business and they lack of communication unless reported to the Revdex.com I will accept the refund.

Horrible! I would not order from them again!
My daughter made custom shirts and ordered Dec 12th. Shipping was supposed to arrive well before Xmas, but it didn't and we didn't hear anything from them until I sent an email,. Then I received an auto-replied that they will get back to me after Xmas. Both gifts did not come for Xmas. They are inconsiderate for not acknowledging their shortcomings for not delivering on-time. I would not trust this company and will never order from here again.

Ordered 5 of these. 3 came broken due to poor packaging. The web site states 100% satisfaction guarantee, but there was no response from the customer care team. This is the second product I have had issues with and had no response. I will not shop at Zazzle[redacted] nor will I recommend to others

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer contacted Zazzle via email on 12/17/14, and 12/20/14, to inquire upon the whereabouts of an order placed on 12/2/14. The customer's order was queued for shipment on 12/9/14 via Standard shipping (4-7 business days). Based on...

the customer's selected shipping method, the order should have delivered by 12/18/14. Zazzle's Customer Support team received and responded to the customer's email on 12/23/14. Unfortunately, Zazzle had to consider the customer's order lost in transit, and the customer was provided an option of a replacement or a refund. The customer replied with the desired request for a replacement order on 12/24/14. Zazzle is currently expediting a replacement order to be shipped via an Express courier, for the delay the customer experienced in having the initial order lost in transit. For the customer's overall experience, a full refund to the customer's purchasing payment method has also been authorized. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/03) */
The customer placed an order for customizable postage stamps on 6/9/2014. The product the customer placed into the shopping cart and ordered was a non-customized version of the stamp, containing the sample template initials that would...

have needed to be changed prior to adding the item to the shopping cart. As customer satisfaction is Zazzle's goal, all customers may contact Zazzle within 30 days of receipt for a resolution if they are not satisfied with their order in any way. The customer contacted Zazzle via email on 6/12/2014, and again on 6/17/2014, requesting a return authorization for the order of stamps. Due to unexpected technical difficulties and an email response time delay resulting from an internal technology upgrade, the customer was notified of this via automated email on 6/19/2014. The customer was then contacted by a customer service representative on 6/19/2014 and issued a return authorization, including a pre-paid shipping label to return the postage stamps. The customer's return was received on 7/2/2014, and a full order refund has been processed to the customer's original method of payment. The customer has been notified via email as of 7/3/2014 to expect the refund within 7-21 business days, depending on the processing speed of her financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I did finally rec notification that I will get my refund.
However, a point of clarification needs to be made - I did NOT incorrectly order a non-personalized stamp. Zazzle provided a space in which to put my personalized initials I wanted on the stamps in my order. I specifically remember doing this and did so. Just because their own system did not work correctly and they sent the wrong thing does not make this the customer's fault. Also, I contacted them 3 times before I could finally get a resolution. Horrible, deplorable customer service. Shame on you.

I love it it came earlier than it said it was which is great just wish that it wasn't as expensive but hey it's worth it ??

Products arrive just as described, fairly inexpensive and ships quickly even if customized. I ordered a bumper sticker, small customized poster and 100 customized business cards. The cards were not exactly what I hoped, I had a difficult time with the customization tools and final image for this particular item. I did not contact Zazzle for this issue as they served their purpose. I chose to accept the product 'as-is' because they were on sale and frankly I didn't want the hassle. I have not used the website before and don't even know if it would have been a hassle. However, I am very pleased to know that they accept Paypal which caused me to purchase with confidence with Zazzle.

Initial Business Response /* (1000, 5, 2014/09/26) */
The customer received direct assistance from Zazzle's Customer Support Manager on 9/26/2014. As compensation for the customer's overall experience, a courtesy Zazzle Account Credit has also been placed in the customer's account for use...

toward a future order, if the customer chooses. This credit will not expire.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although my initial experience with Zazzle customer service was very bad, the company made up for it by eventually being responsive, understanding and solution-focussed.

Initial Business Response /* (1000, 8, 2014/06/20) */
The customer signed up for and received a free trial of the Zazzle Black Shipping membership on 11/12/2013. Per the terms and conditions of the membership, only one free trial membership per member is permitted. The customer selected the...

Zazzle Black Shipping membership at checkout for the order placed on 5/22/2014. Upon selecting this, the Zazzle Black Membership is indicated in the shopping cart that there is an additional $9.95 charge, because the account had already experienced a free trial membership. The customer can see this charge listed clearly 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. On 5/23/2014 the customer reached out to Zazzle Customer Support with a request for a refund. The customer was advised of the agreed to terms and conditions of the membership, and they were offered a courtesy of Zazzle Account Credit for the cost of the membership. The customer declined the Zazzle Account Credit. As a courtesy, Zazzle has processed a direct refund for the cost of the membership to the customer's purchasing credit card as of 5/27/2014. The customer has been informed that the refund may take up to 45 business days to process.

Initial Business Response /* (1000, 5, 2015/01/20) */
The customer placed an order for a phone case on 12/18/2014. The customer contacted Zazzle via email on 12/29/2014 and 1/2/2015, to inquire about the status of their order, as it was unshipped. Zazzle Customer Support received and...

responded to the customer's email on 1/6/2015, and the customer's order was expedited. The customer has remained in ongoing communication with Zazzle's Customer Support team via email. Unfortunately, Zazzle is currently experiencing a higher than anticipated volume of orders in this department, and it has resulted in the shipping delay the customer is experiencing. For the customer's overall experience, a full order refund has been processed to the customer's payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. Zazzle will ship the customer's order via an Express courier, as soon as production has completed. Zazzle will also remain in ongoing communication via email with the customer, to provide updates and shipping confirmation when it becomes available.