Zazzle.com, Inc.

Initial Business Response /* (1000, 5, 2015/04/29) */
As stated on the customer's payment settings page, the customer must provide the full name, address, phone number, and tax information in order to qualify for payment of earned royalties.
For PayPal, which is the customer's preferred...

method to be issued payment, this information must match the PayPal account. For checks, the full name will be used as the payee name and mailing address. The disclaimer on the payments setting page states, "All information must match the legal information on file with the tax information provided or you will not receive payment!"
Upon review of the customer's account, payment was cancelled and placed back into the Zazzle account because the name listed in the Zazzle account does not match the name associated with the Tax ID listed. Both need to match before a payment will be issued. The customer was sent an email on 3/25/2014 with this information.
Once the customer's settings are updated, the customer will be eligible for payments that meet the threshold for an automatic payment after the next earnings cycle (30 days). For PayPal there is a minimum threshold of $50.00 to be paid automatically, otherwise, the earnings will accrue in the customer's Zazzle account. The customer can request a payment once the payment settings are up to date, but this will result in a $2.50 fee if the customer's earnings have not met the minimum threshold.

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer contacted Zazzle via email on 12/10/2014, 12/11/14, and 12/13/14 regarding issues with the order he placed on 11/26/14. Zazzle Customer Support received and responded to the customer's email on 12/17/14 with a request for...

digital images documenting the issues in question, as Zazzle's return process and resolution options can often be expedited with digital images. The customer replied to Zazzle's email on 12/18/14 with the images, requesting a Return Authorization for a full refund. Zazzle's Customer Support Team responded to the customer with return instructions for making a standard physical return. Upon further review of the customer's images, Zazzle has authorized a full order refund to the customer's purchasing payment method as of 12/22/14, and as a courtesy, waived the physical return of the order. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. For the customer's overall experience, Zazzle has also placed a $50.00 Zazzle Account Credit to the customer's Zazzle Account, to be used toward a future order if the customer desires. This credit will not expire. The customer has been notified via email as of 12/22/14 of the refund processing, as well as the Account Credit.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/12/22) */
The customer worked with Zazzle's Customer Support team directly to reach a resolution of a replacement order for the items that were received damaged. The replacement order delivered on Monday, 12/15/2014 at 12:53 P.M. For the customer's...

overall experience, a Zazzle Account Credit for $50.00 has been placed in the customer's Zazzle account, and it may be used toward any future order. This credit will not expire. An email follow up has been sent to the customer as of 12/22/14 to ensure the replacement order was well received, and with information regarding the Account Credit.

Initial Business Response /* (1000, 5, 2015/01/06) */
Zazzle was unable to locate a Zazzle Account, order, or any email communication associated with the email address provided ([redacted]@cougars.csusm.edu). An email from Zazzle Customer Support was sent to the provided email address requesting...

additional identifying information in an attempt to locate the order and customer details in question, on 1/6/2015. The customer replied via email with the email address associated with the Zazzle Account ([redacted]@aol.com) and the order number.
Zazzle was then able to determine the customer contacted Zazzle via email on 12/19/2014, 12/21/2014, 12/22/2014, and 12/29/14. Zazzle Customer Support received and responded to the customer's initial email on 12/30/2014 with a request for a digital image and for the customer to confirm in a direct reply if a replacement, refund, or Zazzle Account Credit was desired. The customer initiated a new and separate email/case containing her response and a digital image on 12/30/14. Unfortunately, this posed a delay, as the reply did not go straight to the original assisting Customer Support Representative.
For the customer's overall experience, Zazzle has authorized a full order refund to the purchasing payment method used for the order. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. Zazzle has also authorized a replacement order, per the customer's desired resolution, and this will be shipped via an Express courier once it is complete. The customer was sent a refund and replacement confirmation email as of 1/6/2015. Zazzle has also waived the return of the original shipment. The customer does not need to return the item, and may donate or discard it as they see fit.

Initial Business Response /* (1000, 8, 2014/05/23) */
Zazzle has a 30 day return policy in which a customer can contact us by phone or e-mail for any reason to return a product they are not satisfied with. The customer placed an order on 04/22/14 and never contacted Zazzle Customer...

Support for an RMA. Zazzle Customer Support sent an e-mail on 05/18/14 requesting more information from the customer. Customer Support never received a reply from the customer so at this time, a Zazzle account credit was issued to the customer for the cost of the shirt. He was sent a follow up e-mail with this information.
Initial Consumer Rebuttal /* (2000, 10, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/10) */
The customer contacted Zazzle.com to make a full return for her order, at which time Zazzle provided her with return instructions. Per the tracking information of the customer's returned shipment, Zazzle received her order on 9/30/2105....

The customer contacted Zazzle on 10/8/2015 regarding the status of her return and expected refund. The customer contacted Zazzle again on 10/21/15, as she had not yet received an update on her returned shipment. Zazzle confirmed, processed, and expedited the customer's refund on 10/21/2015. Refunds can take 7-21 business days, depending on the processing speed of the customer's financial institution. For the customer's overall experience, a full shipping refund has been authorized to the customer's purchasing payment method as of 11/10/2015, and a $50.00 Zazzle Account Credit has been applied to the customer's Zazzle account. This credit is available now, and it can be used toward a future order. It will not expire.

I placed two orders with Zazzle. The first was placed Dec. 1st and was to arrive by Dec. 13th (at the latest). When it had not arrived by the 16th, I wrote to the company and was told that as soon as they had more information they would get back to me. They let me know on the 20th that they would ship it overnight at no extra cost to me. (WOW! Thanks for already getting it to me over a WEEK late!) Then when it arrived - the order was BLANK. They had not printed the picture or message on the front of the bodysuit for my Goddaughter. That meant no surprise gift for her. I'm not going to give her a white plain bodysuit. Thanks for NOTHING except costing me money Zazzle. I will NOT be using you again.
[redacted]They sent me an automated response saying they would email me about correcting my order - instead they just made me do more work and take pictures to hopefully get a refund - TERRIBLE customer service

Initial Business Response /* (1000, 5, 2014/12/23) */
The customer contacted Zazzle via email on 12/10/14 and 12/15/14 with a request for a Return Merchandise Authorization, as her product arrived with the sample template text printed on the item. Sample template text would need to be...

added/removed prior to adding the item to the shopping cart. The customer's request included a preference for a full refund, as there was not time to do a replacement. Zazzle Customer Support reached out to the customer via email on 12/16/14 confirming receipt of the request, and expedited a refund to the customer's purchasing payment method per request. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. The customer was also sent a confirmation email regarding the processing time of the refund, and when it could be expected, on 12/16/14.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order for customized address labels on the Zazzle website on 09/15/15. Zazzle's QA Department noticed that part of the image on the address labels they ordered was cut off and they sent the customer an e-mail on...

09/16/15 to notify them that part of their image was cut off on the top and bottom. Unfortunately, because QA did not receive a response within 48 hours, the order was cancelled. The customer was notified via e-mail of the cancellation on 09/22/15 due to the image being cut off and to prevent the customer from getting an order that would be unsatisfactory for them. The customer contacted Zazzle again by e-mail to advise they wanted the order reinstated. Unfortunately, once an order is cancelled it cannot be reinstated and a new order would have to be placed. An e-mail was sent to the customer on 09/22/15 to inform them of this and was advised if they wanted to place a new order, please reply to the e-mail with their new order number so Zazzle could work with the Production Team on the new order. The customer stated they needed the new order by 09/25/15, however a new order was never placed.

Initial Business Response /* (1000, 6, 2015/03/23) */
The customer placed an order on 12/3/14. The customer contacted Zazzle Customer Support on 12/27/2014 requesting for a return/refund for their order. Zazzle Customer Support responded to the customer confirming their request on 1/5/2015....

The refund was then issued on 1/17/2015 in the amount of $59.95, the full cost of the product. Zazzle has provided the customer with the refund amount along with the transaction ID. The transaction ID for the customer's refund is [redacted]. At this time Zazzle Recommends that the customer contacts her credit card company to verify the funds have been released back into her account.
For the customer's overall experience with this order, we have also requested for a shipping refund of $6.99. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. Zazzle has also placed a $50.00 Zazzle Account Credit into the customer's Zazzle Account to be used toward a future order if the customer chooses. This credit will not expire.
Initial Consumer Rebuttal /* (2000, 8, 2015/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was never made aware of any reimbursement of shipping or a credit from zazzle until now. Thank you for your assistance in ensuring I was issued my refund.

I called the customer service about a auto renewal charge I did not authorize. He told me that the fee was nonrefundable with the trial. I reviewed my email and I did not receive an email reminder of the renewal. They are charging my account with out my knowledge. I do remember signing up for 30 day trial but not for a yearly subscription. They fail to make customer service as number one. This is after I spent $200 on their product.

They need to fix how they do business. Apparently, their system does not have issues charging annually but has issues reminding clients for the yearly charge.

A company with a bad mission and vision is not worth working with.

I received a Christmas gift from a family member that they purchased on Zazzle. The item doesn't fit quite right and I'm not totally in love with it, so I emailed the company to find out how to send the item back for either an exchange or credit. I was told because I didn't purchase the gift for myself that there is no way to exchange it. As it's nearly 2017 and we live in an e-commerce society I was shocked there is no gift exhanche policy in place for situations like this. The representative was prompt to answer me via email but replied with generic, pre-written template emails that were not personal. As someone who has worked customer service before I found it to be unhelpful and I am disappointed in the experience. I will never recommend Zazzle to anyone, especially for gift giving.

Initial Business Response /* (1000, 5, 2015/01/20) */
The customer placed an order with Zazzle.com on 12/13/2014. 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).
The customer contacted Zazzle via phone on 1/14/2015 to inquire about the membership, and a Zazzle Customer Support representative provided the terms and conditions during the call. Zazzle also opted the customer's account out of the auto renewal process, 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 1/14/2015, a refund was authorized for the Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer was 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/02/05) */
The customer contacted Zazzle via email on 1/5/2015, 1/8/2015, and 1/27/2015 with a request for a Return Merchandise Authorization. Zazzle's Customer Support Team received and responded to the customer's first request on 1/11/2015 with a...

return option provided to the customer, and requested the customer please reply with the desired option. Zazzle's Customer Support team responded to a second inquiry on 1/28/2015, with a request that the customer please reply to the email with a selected option of either a Zazzle Account Credit, or a direct refund. To date, Zazzle received no confirmation from the customer as to desired resolution. As the customer has confirmed to the Revdex.com her desired resolution option of a refund, Zazzle has processed this refund request. Refunds typically take 7-21 business days to post to the customer's payment method, depending on the processing speed of the customer's financial institution. Zazzle has sent a confirmation email regarding this refund as of 2/5/2015, and the physical return has also been waived. The customer may keep, donate, or discard the item per the customer's discretion.
Initial Consumer Rebuttal /* (2000, 8, 2015/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/19) */
The customer placed an order on the Zazzle website. 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).
The customer mistakenly assumed that a notification would be sent before the yearly service was completed giving them a chance to end the program before the purchasing account was again charged. As a courtesy for the frustration and the customer's experience, Zazzle is willing to offer the customer a Zazzle account credit.
Final Consumer Response /* (3000, 7, 2014/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not completely accept this response because I did not "opt" to take part in this service nor was I notified that I had signed up for this membership after I had supposedly done so, mistakenly. I was only made aware of this after money was withdrawn from my account after the alleged 30 day "free" trial. I do not wish for store credit, I would prefer a refund for the amount that was withdrawn ($9.95). Thanks.
Final Business Response /* (4000, 9, 2014/02/24) */
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).
The customer mistakenly assumed that a notification would be sent before the yearly service was completed giving them a chance to end the program before the purchasing account was again charged.
A one-time courtesy refund has been issued to the customer, for the cost of the membership. This has been returned to the original payment method on file. As this is a special accommodation, it will take up to 30 days for the funds to become available. An email was sent to the customer on 2/24/2014 confirming the refund details.

Initial Business Response /* (1000, 5, 2014/12/09) */
Zazzle provides an open marketplace where user-generated content can be used to create a wide variety of products and apparel. By its very nature, the platform thrives on creativity and the opportunity for people to share their designs...

with the world. As thousands of designs are posted daily, sometimes a design in violation of Zazzle's content guidelines can be selected from the open marketplace, and this is not screened until the item has been purchased. 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/[redacted]/). 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).
When a product is brought to Zazzle's attention that violates their terms of service, swift action is taken to remove it. Upon cancelation of the customer's order, the product in question was removed from the Zazzle marketplace.
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 cancellation of the order. The customer's order was canceled on 11/29/2014, 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. Typically, a customer can expedite the release of the pending transaction by contacting their financial institution directly.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Gee, what a thrill it was to read this same canned message for the 20,000 time. Zazzle advertises a product for sale on their website. I purchase said item. They then send me the most condescending e-mail that the product they are selling me violates their morality clause, and that they refuse to send it to me. As of this date - 12/12/2014, Zazzle has failed to return the money they stole from me. This clearly proves that they are con-artists, swindling the public. In regard to American copyright, since we are apparently dealing with intellectual property lawyers, please advise as to why this coffee mug, featuring a photograph of a DECEASED British cookery personality is violating U.S. or international intellectual property laws? Zazzle NEEDS to refund me the money in total AND send me the product they advertised on their site. There will be NO other alternative. I will receive complete, 100% satisfaction in this situation. Obviously, this is their racket. They advertise items on their site. The public pays for these items, Zazzle screams to high heaven about their morality clauses, refuses to send the items, and keeps the money. Awesome. Maybe I should just call the police instead? Isn't that how one usually deals with thieves?
Final Business Response /* (4000, 9, 2014/12/23) */
Zazzle would love to print every design that customers order. 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. 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).
In addition, Zazzle's Acceptable Content Guidelines can be found here: [redacted]
Held funds generated from a placed order are typically set aside for the order, but not processed. They are then released upon the cancellation of the order. The customer may have seen a pending or processing transaction following the order placement and 7-10 days from the cancelation, but when an order is canceled, the transaction would roll off within that timeframe. Zazzle never officially took funds from the customer for the order in question. The customer has been informed of the held funds/cancelation process by Zazzle's Customer Support team via email, and that he would not actually see a charge for the $22.94 for the canceled order. To be clear, the customer was never charged by Zazzle.com for his canceled order, XXX-XXXXXXXX-XXXXXXX.

Initial Business Response /* (1000, 6, 2015/11/27) */
The customer worked directly with Zazzle's Customer Support Manager, and a resolution was reached.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
The day after I filed this complaint, Zazzle began working with me and has refunded my money in full.

Initial Business Response /* (1000, 6, 2015/08/31) */
The customer placed an order with Zazzle.com for a custom pillow on 07/31/15. Zazzle's Quality Assurance team attempted to reach the customer via e-mail on 07/31/15, to alert the customer of a quality issue with the design on the pillow....

The following message was contained in the email, along with a digital image of the issue: "We noticed the image that you submitted is not properly sized, resulting in a white border around the image." Zazzle further provided options to the customer to either proceed with the order as is, or cancel the order and replace it with modifications. Unfortunately, Zazzle did not receive a response from the customer within 48 hours, and the order was cancelled for quality purposes on 08/05/15.
In the event an order is canceled prior to production, the funds are not taken from the customer's purchasing payment method. Typically, the transaction itself [redacted] generate a pending or processing transaction. When the cancellation occurred, this pending transaction would roll off within 7-10 business days of the cancellation taking place. To be clear, Zazzle did not collect funds for the canceled order, and there are zero funds to return. Zazzle recommends the customer follow up with their financial institution directly to verify that their previously pending/processing transaction was never processed.
For the customer's overall experience, Zazzle has emailed the customer a coupon code for 50% off a future pillow purchase if the customer would like to reorder. Zazzle also has a phone order/design assistance team that can help the customer with any design or quality issues, and they can assist with a phone order as well. The phone order team is available Monday - Friday 6AM-6PM at X-XXX-XXX-XXXX.
Zazzle's Customer Support Team is available Mon - Fri: 6AM - 6PM PST (9AM - 9PM EST) at the following numbers: X-XXX-XZAZZLE (X-XXX-XXX-XXXX) or XXX-XXX-XXXX . Zazzle can also be reached via email here: http://help.zazzle.com/helpdesk/create-case Zazzle's Contact Us page is found directly at the bottom of the Zazzle.com website, which can be found here: http://www.zazzle.com/about/contactus Zazzle does not recommend a customer contact the corporate headquarters phone number for issues pertaining to customer support, as this will delay the process of customer support being able to assist the customer as swiftly as possible.

I am very pleased doing business with Zazzle. Love their products and the personalized products.

I ordered a lumbar pillow with my alumni logo (VT Hokies) and the pillow arrived clearly defective (clearly, no quality control) with white, bleached out spots. I've tried to follow their RMA process with no luck. Very disappointed in the lack of quality, quality control and inability to execute on their own RMA process ... very disappointed, won't buy from them again.