Zazzle.com, Inc.

Initial Business Response /* (1000, 5, 2015/12/30) */
The customer contacted Zazzle.com via email on 12/16/2015 and 12/17/2015, regarding two phone cases purchased, with a request for a Return Merchandise Authorization due to the size of the case ordered. Zazzle's Customer Support team...

received and responded to the customer's emails on 12/19/2015 with a request for a digital image from the customer, of the received products. This was done in an effort to expedite the customer's return process. The customer responded with a digital image on 12/22/2015, and Zazzle's team replied on 12/23/2015 with the offer of a Zazzle Account Credit that could be used toward a replacement order. The customer replied via email on 12/27/2015 accepting the account credit to be placed in the customer's Zazzle account. This credit was applied to the customer's Zazzle account on 12/28/2015, and an email confirmation was sent to the customer. Zazzle has reached out to the customer via email as of 12/29/2015, to see if there is any further assistance the customer is in need of.

Initial Business Response /* (1000, 5, 2014/07/28) */
The customer contacted Zazzle via email on 6/27/2014, and again on 7/1/2014, with a request for a return authorization for her order. Due to an unexpected increase in volume causing a delay with regards to response time, a Zazzle Customer...

Support Representative emailed the customer on 7/15/2014 to provide options for her return. As the customer made her initial return authorization request well within Zazzle's promised 30 day timeframe, the delay would not have affected the customer's ability to return the unwanted order at any time. The customer responded to Zazzle's email with a refund confirmation, and Zazzle issued the refund on 7/16/2014, and waived the physical return of her order. The customer was informed that it would take 7-21 business days for the funds to become available to her, depending on the processing speed of her financial institution. As additional compensation for the customer's overall experience, a courtesy Zazzle Account Credit in the amount of $50.00 has been applied to the customer's Zazzle account, to be used for a future order if the customer chooses.

Initial Business Response /* (1000, 5, 2014/02/11) */
The customer placed an order for customized buttons on January 18, 2014. Unfortunately, the customer made some errors when designing the buttons. Zazzle did not receive any e-mails from the customer requesting an RMA (Return Merchandise...

Authorization) until February 7, 2014. The customer received an immediate response to their e-mail with a few resolution options, however Zazzle has yet received a response from the customer. Zazzle has contacted the customer again via e-mail today, February 11, 2014 in order to take further action. If no response is received by February 18, 2014 a full refund will be issued.

Initial Business Response /* (1000, 5, 2015/11/10) */
The customer placed an order with Zazzle.com on 11/1/2015. The customer opted to take advantage of a 20% off sitewide promotion, and applied a coupon code SAVINGTHEDAY to the order.
The details of the promotion are as follows: "20% of...

the product net sale will be deducted when one or more qualifying products are purchased. The coupon code SAVINGTHEDAY must be entered during checkout to receive the offer. Offer is valid through November 1, 2015 at 11:59PM PT. For most products, the net sale price is the price of the product (excluding shipping and taxes). For Zazzle Custom Stamps, the net sale price is the difference between the price of the Zazzle Custom Stamps (excluding shipping and taxes) and the face value of the postage. This offer does not apply to screen-printed apparel or fabric. This offer only applies to qualifying products marked "Sold by Zazzle" or to in-stock Zazzle Heart products. This offer may not be combined with any other Zazzle promotional or volume discount offers and may not be applied to past purchases. If a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greater. Offer valid on Zazzle.com only"
Upon review of the customer's order, a 20% discount was received. The breakdown is as follows:
Custom Address Labels #1 - QTY: 25 sheets x $3.15 per sheet = $78.75 - 20% = $63.00 (the amount the customer was charged for this product)
Custom Address Labels #2 - QTY 10 sheets x $3.30 per sheet = $33.00 - 20% = $26.40 (the amount the customer was charged for this product)
Per the terms and conditions stated for the promotion that was used, If a volume discount applies to your order, you will receive either the discount set forth in this offer or the standard volume discount, whichever is greater. Promotional offers do not stack with quantity discounts. The customer posted reviews on two third party websites with regards to the listed complaint, and Zazzle provided a response to the customer via email on 11/5/2015 with the information regarding the promotional discount received. Zazzle received no other means of contact from the customer. Zazzle does offer the option of a full return for a refund, within 30 days of receipt, if the customer would like to return the order.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quantity pricing is not the same thing as a promotional discount.
Customers receive a reduced price for purchasing larger quantities. That is the price charged for the item. The Zazzle website offered a 20% "sale" for orders made by a specific date (Sunday night). The Zazzle customer service was closed when I tried to call.
This company seems to be mixing up the incentive to place a large quantity order with an "advertised sale" promoted on their website.
This deceptive practice MUST be stopped.
Final Business Response /* (4000, 9, 2015/11/24) */
The details of the promotional offer states the offer only applies to qualifying products and may not be combined with any other Zazzle promotional or volume discount offer, and it may not be applied to past purchases. The customer did receive a 20% discount on his ordered products, as it was clarified in the initial response.
Promotional offers do not stack with quantity discounts. Zazzle recommends if a customer has a question or concern with the items in the shopping cart, or the price at the time of an order, that the customer notifies Zazzle via phone or email before placing the order. By proceeding with the order as it stands in the shopping cart, the customer is consenting to pay the price for the product and shipping charges listed at the time of purchase. As a courtesy, Zazzle has authorized a 20% refund against the subtotal of the customer's order. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Final Consumer Response /* (2000, 11, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took time and persistence on my part, but Zazzle finally conceded that they need to honor advertised specials. They did refund the correct balance to my account. I am not impressed with Zazzle but am satisfied that this issue is resolved.

Do not order Christmas cards from Zazzle if you want them on time. I ordered mine on Dec 9. Expected delivery Dec 15-16. I called on Dec 16 and they hadn't even started making my order, which was only 40 cards by the way. They said they would work with production and have their supervisor working on this to get them done sometime in the remaining 6 hours of the business day but they failed. That was a Friday so it wasn't until yesterday (Monday the 19th) that the cards were finished and sent out for shipment. They upgraded me to one day delivery, but that's really THE LEAST they could do. So these cards are arriving sometime today, with a slim chance that I'll receive them and get them mailed out in time to be picked up today. So some of my cards are going to be late. Thanks a lot. I never got an explanation about why my order of only 40 cards was delayed in the first place or why they couldn't get them done then on Friday with almost an entire business day left. I truly believe I was put on the backburner for using a groupon, and I believe that "working with production" and "having a lead supervisor work on it" are things they just say to try to make you feel better.

Found this site through Google. Needed party invitations fast. They produced a lovely invitation for me and pushed up the original shipping time so I would have them on time. Would definitely use again.

Initial Business Response /* (1000, 5, 2015/04/07) */
The customer placed an order on the Zazzle website on 03/16/15 for custom invitations and envelopments. The order was queued for shipment on 03/18/15 with Premium shipping which as stated on the Zazzle website is 2-3 business days after...

manufacturing. The courier considers the first day in transit to be the first business day following pick up. The package was picked up on 03/18/15 and the first day in transit was 03/19/15. The days in transit according to the shipping method selected at the time of check out would have been 03/19, 03/20 and 03/23. The package was delivered on 03/23/15 which is in accordance with the shipping method the customer selected. As a courtesy, Zazzle has issued a Zazzle account Credit into the customer's Zazzle Account, for use towards a future order, if the customer chooses. This credit will not expire.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reliance on the carrier does not relieve the
seller from advertising correct information to the public as to the products or services they are selling. The only thing that the seller can do with the carrier is to seek indemnity or contribution it is not protection for the seller.
The solution is unacceptable as I will never deal with this seller again.
Final Business Response /* (4000, 13, 2015/05/07) */
Zazzle values any and all feedback provided by their customers, as they are always looking for ways in which to improve currently existing processes and procedures. With that said, the customer was given clear shipping turnaround time estimates per each shipping method displayed on the Zazzle website at the time of checkout. Standard Shipping typically takes 4-7 business days for time in transit, Premium Shipping (the customer's selected method) typically takes 2-3 business days for time in transit, and Express Shipping typically takes 1 business day. These shipping estimates are in addition to manufacturing time, not inclusive, and this information is clearly messaged on the product page prior to the customer adding an item to the shopping cart. Zazzle and its couriers (UPS, FedEx, and the US Postal Service), all consider "business days" to be Monday through Friday, not including holidays or scheduled service interruptions. Zazzle and its couriers all consider the official "first day in transit" to be the business day following the pickup of the package. As a courtesy, Zazzle extended a Zazzle Account Credit to be used toward a future order, if they desired, in the amount of $25.24, the cost the customer paid for shipping. As the product was manufactured and delivered within the production and shipping turnaround times messaged to the customer during the ordering and checkout process, Zazzle is not authorized to refund any additional funds without a physical return of the received product. Zazzle offers their customers the option to return any unwanted order for a full refund within 30 days of receipt, if a customer is not satisfied. Zazzle stands by this information as messaged to the customer. However, as customer satisfaction is Zazzle's goal, Zazzle has authorized a shipping refund to the customer's purchasing credit card as of 5/7/2015. Refunds typically take 7-21 business days to post, depending on the processing speed of the customer's financial institution. The customer will have to make a physical return of the product in full, for any further compensation regarding this order.
Final Consumer Response /* (2000, 15, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Enough time spent on this issue

I ordered shirts on November 26 to be delivered for Christmas. The t-shirts were supposed to arrive from Dec 2-5. On December 21, I got an e-mail stating that my items would not be shipped in time for Christmas. The shirts that were supposed to be in by December 5 would not arrive on time for December 25, and they told me this 4 days before Christmas. Phone lines are closed for holidays, e-mail communication closed for holidays.

I ordered 3 t-shirts on 6/11 hoping to have them for fathers day - even paying $29.99 for the expedited shipping. Zazzle web site said would be delivered Tuesday 6-14 to Friday 6-17. Just called and they have not even been produced yet! They offered to refund my express shipping fee - but still won't have the t-shirts in time, and NO IDEA when I will acutally have them.
Won't be ordering from them again!

Initial Business Response /* (1000, 6, 2014/07/03) */
The customer placed a total of 6 orders under 2 different accounts: [redacted]@hotmail.com and [redacted]@att.com.The first set of orders were placed under her daughter's account: [redacted]@hotmail.com. The customer placed 3...

orders on the following dates: 04/10/14, 04/11/14 and 04/13/14. The first order XXX-XXXXXXXX-XXXXXXX placed on 04/10/14 was cancelled before it entered into Zazzle's order system. The second order XXX-XXXXXXXX-XXXXXXX placed on 04/11/14 was also cancelled before it entered Zazzle's order system. The customer was never billed for these 2 orders. The issuing bank or credit card may place a temporary hold for those funds to verify they are available, but in the case of a cancelled order Zazzle does not charge a customer for any order they are not going to receive. Since the customer was not charged for these orders, there was no refund issued for these cancelled orders. The final order XXX-XXXXXXXX-XXXXXXX under this account was placed on 04/13/14 and was refunded in full on 06/24/14.
The customer also placed 3 identical orders under her own account [redacted]@att.com for the same items on the following dates: 04/10/14, 04/11/14 and 04/12/14. The first order XXX-XXXXXXXX-XXXXXXX placed on 4/10/14 was refunded in full on 05/29/14. The second order XXX-XXXXXXXX-XXXXXXX placed on 4/11/14 was also refunded in full on 05/29/14. The final order XXX-XXXXXXXX-XXXXXXX placed on 4/12/14 was refunded on 06/24/14 in full as a courtesy to the customer.
Zazzle has refunded the customer in full for 4 orders between the 2 different accounts. The customer has been advised that the refund will become available her account within the next 7-21 business days, depending on the processing speed of your financial institution. As for the remaining 2 orders the customer were never charged therefore no refund was issued. Zazzle has waived the return on all the orders the customer has received as a courtesy.

Over the past 5 years, I have ordered custom-made calendars, note cards, postage stamps and ornaments from Zazzle. Never once have I been disappointed in the quality of the product! Today, when I tried to get a Authorized Return Number to ship back an ornament that I apparently mis-designed myself (the text didn't show up; only the photo), the customer service representative worked diligently to help me. Not only did she "accept" my "return" of the ornament (she advised me to not bother to ship it back), she got applied discounts to my new order (after reviewing the design to make sure I hadn't made the same mistake again) so I could get it in time for Christmas and pay only a little more than my original order. Zazzle really means their "100% happy guarantee"! Yes, I had to wait a long time to get through, but this is an incredibly busy time of year - not their fault.

Initial Business Response /* (1000, 10, 2014/05/27) */
This customer is a Seller on the Zazzle website. Unfortunately there was incomplete information for their payment settings prior to 03/12/14 which is why no payment could be issued. The seller updated their account on that date...

03/12/14 and they requested to be paid via PayPal. At this time, the seller has not updated their account with any PayPal information. The seller has their account set up to be paid via check only. Unfortunately, we are unable to issue a PayPal payment since this information is missing from their account. If the customer wishes to be paid during the next payment cycle, they would need to update their account with the correct information as soon as possible. Because earnings are calculated, cleared, and paid out in 30-day cycles, there is a monthly window of time during which updates to account information cannot be processed.

This time period spans from the last date of earnings clearance to the scheduled payment date for those earnings. Changes to payee info made during that window will cause a normally scheduled earnings payment to be held until the following payment cycle, when the new information can be applied to the payment.
Initial Consumer Rebuttal /* (3000, 12, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ZAZZLE HAS BEEN PULLING THIS "UPODATE INFO" STUFF FOR SEVERAL MONTHS. I UPDATED IN MARCH ALL INFORMATION AND WAS TOLD MY EARNINGS WOULD BE RELEASED ON MAY 16...????? I HAVE FOLLOWED ALL OF THEIR REQUESTS, THERE WAS NEVER A PROBLEM BEFORE. THEY DON'T SEEM TO LIKE RELEASING A SELLERS EARNINGS. THEY PUT ROADBLOCKS IN THE WAY, I EVEN HAD A REP TELL ME TO "JUST BUY SOMETHIBG." ALSO THEY DON'T MAKE AVAILABLE THEIR SO CALLED "PAYMENT CYCLES" EVEN WHEN I HAD NO INFORMATION TO UPDATE IT TOOK THEM MONTHS AND MONTHS TO RELEASE MY EARNINGS TO ME. UNACCEPTABLE. AND YOU ARE AT THE MERCY OF THE REP YOU ARE SPEAKING TO-THEY ALL SELL YOU A DIFFERENT STORY AS TO WHY YOU ARENT GETTING YOUR MONEY. THEY NEED TO GET THEIR ACT TOGETHER. I AM NO LONGER GO9ING TO SELL ON THEIR SITE
Final Business Response /* (4000, 14, 2014/06/13) */
The customer has updated their payment settings as of 6/8/2014 with all of the information necessary to process the PayPal payment she requested. Because earnings are calculated, cleared, and paid out in 30-day cycles, there is a monthly window of time during which updates to account information cannot be processed.
Changes to payee info made during that window will cause a normally scheduled earnings payment to be held until the following payment cycle, when the new information can be applied to the payment.
The customer will be eligible for the payment requested no later than 7/15/2014. For PayPal there is a minimum threshold of $50.00 to be paid automatically. As the customer has less than a $50.00 balance accrued, there will be a $2.50 fee assessed for the PayPal payment that has been requested.
Final Consumer Response /* (4200, 18, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do you understand those guidelines? Didn't think so. I have a 69.00 balance cleared currently rises above their ridiculous threshold of 50.00 I want my money

I was standing by with my PenPal information, but absolutely no way the system would take my email address (which was correct), no matter how many times I put it in.
How stupid are these guys to screw up like that? They need to take a lesson from [redacted]--make the buying experience easy and foolproof!

Initial Business Response /* (1000, 5, 2014/12/30) */
The customer placed an order for business cards on 12/1/14. The customer contacted Zazzle via email on 12/12/14, and 12/14/14 to inquire on the status of the order. The customer's order queued for shipment on 12/17/14 with the selected...

Standard shipping method the customer chose during checkout. Zazzle Customer Support received and responded to the customer's inquiry on 12/22/14 with tracking information for the in transit package. The customer's order delivered on 12/24/14. For the customer's overall experience, Zazzle has refunded the customer's purchasing payment method in full. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.

Initial Business Response /* (1000, 5, 2014/11/28) */
The customer signed up for and received a free trial of a Zazzle Black Shipping membership on 3/17/2014. Per the terms and conditions of the membership, only one free trial membership per member is permitted. The customer then selected...

the Zazzle Black Shipping membership at checkout for an order placed on 11/16/2014. Upon selecting this, the Zazzle Black Membership is indicated in the shopping cart as an additional $9.95 charge, because the account had already experienced a free trial. The customer would 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. The customer reached out to Zazzle Customer Support with a request for a refund via email on 11/19/2014 and 11/21/2014. On 11/21/214, Zazzle sent a reply email informing the customer of the membership terms and conditions, as well as shipping savings to date. Zazzle received no further contact from the customer regarding the membership. As a courtesy, a refund request for the cost of the membership was issued to the customer's purchasing payment method as of 11/28/2014. Because this is special accommodation, it may take up to 30 days for the refund to be processed. The customer was sent notification of the refund request and a possible reach out for additional information by a member of Zazzle's finance department on 11/28/2014.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy they are giving me a refund, but they are still making it sound like my fault. If the website is going to offer someone a trial membership for free, then it should clearly state otherwise if you are not eligible. A message such as "sorry, you already received this promotion, but we will be happy to start your membership now for a 9.95 charge" would be perfect. I won't be shopping here again and I will not recommend it to people either. The products are terrible as well as the service.

Initial Business Response /* (1000, 8, 2014/09/09) */
The customer placed an order on the Zazzle website on 7/10/2014. 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 autorenewal 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's order was cancelled for a copyright violation, and it was not produced and shipped. Though the order was cancelled, the Zazzle Black free trial is a separate entity, and would have needed to be cancelled by the customer within the 30 days allowed for cancellation, as it was not automatic with the order cancellation. On 8/10/2014, the customer contacted Zazzle via email with regards to the charge that occurred for the Zazzle Black Membership. A customer support representative emailed the customer on 8/13/2014 with the terms and conditions of the membership, and stopped the automatic auto renewal for any future charges. Though the membership is typically not refundable, Zazzle extended an offer for a one time courtesy Zazzle Account Credit, $10.00 off code, or a direct refund to his purchasing credit card for the cost of the membership, since his order had not benefited from the service. The customer opted to receive a direct refund for $9.95 on 8/20/2014, and this refund was processed on 8/22/2014. Refunds typically take 7-21 business days to become available, depending on the processing speed of the customer's financial institution.

I purchased a bumper sticker form Zazzle to announce my support of [redacted]. It arrived in 2 days and I was very impressed with the quality and price.

Initial Business Response /* (1000, 5, 2014/09/02) */
The customer placed an order for invitations on 8/16/2014. Zazzle's quality control department contacted the customer via email on 8/17/2014 regarding the design submitted, as it contained an image that was not properly sized resulting in...

an uneven border around the image. Zazzle also provided a screen capture of the affected area for the customer to view. At that time, Zazzle inquired as to how the customer would like to proceed, either by producing the order exactly as shown, or giving the customer the option to cancel the order in full so that a new order could be placed with the corrected design and customization. Unfortunately, once an order is placed, Zazzle is unable to modify the design. The customer contacted Zazzle via phone on 8/19/2014 regarding the notification she was sent. The phone representative offered to assist the customer with a cancellation and assistance with a reorder of a corrected design over the phone during the call. The customer declined reorder assistance and demanded her funds be returned to her financial institution. Zazzle informed the customer the funds would be released automatically once the order was cancelled, within 7-10 business days, depending on the processing speed of the customer's financial institution. That call was disconnected. The customer called back within a few moments of ending the call with the previous representative to confirm with another Zazzle phone representative that her order would be cancelled. The customer was informed the order was in the process of being cancelled as per request, and a notification would be sent to her via email. A Zazzle phone order specialist reached out to the customer via email on 8/19/2014 with two new invitation designs modified to contain all of the correct image elements that were causing the quality check saved to her account. The email contained step by step instructions on how to locate the designs for a reorder on her own, and also provided an option to call a designated phone order agent so that a Zazzle phone order specialist could complete the order for her with the newly corrected designs. The specialist also offered in that email a discount code for 50% off the invitations price if the customer wished to reorder, and a discount code for free standard shipping. On 8/20/2014, the customer wrote back to decline Zazzle's offer. The customer received an order cancellation confirmation via email from Zazzle's quality department on 8/19/2014, and again in an email sent from a Zazzle order specialist team on 8/20/2014.

Initial Business Response /* (1000, 6, 2014/12/26) */
The customer placed an order on 11/20/14 for return address labels, postage stamps, stationary, and custom envelopes. The manufacturing time listed for custom printed envelopes on Zazzle.com is 3-4 weeks, and this does not include...

shipping time. This is messaged on the product page, at checkout, and in the order confirmation email sent upon placement of all customer orders. The customer's envelopes were queued for shipment on 12/21/14, and they are currently in transit via the customer's selected Standard shipping method (4-7 business days). The package is able to be tracked via the courier's website, and in addition to the automated email generated at shipping, a tracking number was provided to the customer via Customer Support email on 12/23/14. Zazzle is sorry to hear the customer missed the turnaround time messaging information with regards to the custom printed envelopes. Zazzle has authorized a product refund for the item in question, as a courtesy. The customer will still receive the package when it delivers, and a return is not necessary.

Initial Business Response /* (1000, 5, 2014/12/23) */
The customer placed an order with Zazzle.com on 11/28/14 with Standard shipping (4-7 business days) selected as the shipping option. The customer contacted Zazzle via email on 12/9/14, and 12/11/14, as her order had not arrived, nor was...

the tracking information associated with the package updating with the courier. Zazzle's Customer Support Team received and responded to the customer via email on 12/16/14, as the order would be considered lost in transit. The customer replied to confirm the shipping address was correct, and Zazzle expedited a replacement order to be sent via an Express courier on 12/17/14. The customer's replacement order was delivered on Monday, 12/22/2014 at 5:48 P.M. For the customer's overall experience, a shipping refund for the original lost shipment has been processed to the customer's purchasing payment method, as of 12/23/14. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)