Zazzle.com, Inc.

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle via email on 12/21/14 and 12/23/14 with a request for a Return Merchandise Authorization for a defective order received. Due to the time constraint and the customer needing the item for an event, the customer...

expressed a desired refund resolution. Zazzle Customer Support received and responded to the customer's email on 12/30/14, authorizing the full order refund to be returned to the customer's purchasing payment method, and a physical return of the customer's order was waived. Refunds typically take 7-21 business days to post, depending on the processing speed of the customer's financial institution. For the customer's overall experience, Zazzle has also placed a $25.00 Zazzle Account Credit 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, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution meets my expectations. I appreciate their effort to retain me as a customer.

Initial Business Response /* (1000, 5, 2015/01/09) */
The customer contacted Zazzle via email on 12/30/2014 with a request for a Return Merchandise Authorization. The customer indicated the desired resolution for a replacement in a larger size. Zazzle Customer Support received and responded...

to the customer's request on 1/6/2015, and a replacement for the requested items was submitted for production. Zazzle informed the customer via the email response that this replacement was underway.
The customer's replacement order was completed and shipped on 1/8/2015, and it is currently in transit via USPS with the tracking number, XXXXXXXXXXXXXXXXXXXXXXXXXX. As the replacement order was shipped via the customer's original Standard shipping method, the time in transit may take 4-7 business days. The replacement was done at no cost to the customer, and Zazzle has waived the physical return of the original items. The customer may keep, donate, or discard the original items at their discretion.

Initial Business Response /* (1000, 8, 2014/04/23) */
Zazzle requires a W-8EN document from sellers that located outside the United States as per the Internal Revenue Service. Unfortunately, there was information that was not filled out correctly on the form which has delayed the payments...

made to the seller. Zazzle sent an e-mail on 04/14/14 to inform the Seller that some information was missing and that it needed to be updated in order to receive payment. Zazzle has received her paperwork. She should be paid accordingly provided that the information she sent to Zazzle is correct and that she has enough funds to be paid out.

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 09/04/15 for custom mugs. She contacted Zazzle Customer Support by e-mail on 09/17/15 to state the mugs were not centered correctly. Zazzle Customer Support requested images of the...

order she received and the customer was provided with options on how she would like to proceed. She requested to have the mugs reprinted and sent a new order. The customer received the replacement order on 09/21/15. She contacted Zazzle Customer Support by e-mail again on that same day, 09/21/15 to state once again the mugs were not centered to her liking. She was given the same options as before, either a refund, a Zazzle account credit or a reprint of her order. She opted once again to have the order reprinted. Zazzle reprinted the order again and she received that order on 09/24/15. The customer contacted Zazzle Customer Support again by e-mail on 09/24/15 to state she was not satisfied with the third order of mugs she received. Zazzle's return policy, http://www.zazzle.com/returns states that in order to issue a refund or a replacement, the order must be returned. Zazzle as a courtesy waived the return on the first two orders. Zazzle Customer Support sent the customer a prepaid UPS label to return the final order. The customer stated she would not return the package to UPS as per Zazzle's return instructions. As a onetime courtesy, Zazzle waived the return on all three orders and the customer received a full refund as well as keeping all 30 mugs that were sent to her.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their account of what happened is not accurate. First of all, they printed the mugs wrong and I was content with them reprinting them right. They had me go out of my way to take pictures and explain the issue. They then printed them out again and must have never looked at them to see if they were right before shipping them to me. So then they asked me for more pictures where I had to draw a [redacted] grid to show them what was happening. Then they printed them again and again must have never looked at them. How itic is it to do the same ting over and over the same way, but expect a different result. They were negligent. Period. Three times. Then they had the nerve to tell me I had to package all these mugs up and ship them back. Yes they offered to cover shipping, but the nearest UPS is almost an hour from my home. So I asked how I Was going to be compensated for my time and gas to ship their defunked product back to them. I told them they needed to schedule a pickup with UPS and they were unwilling to do so. Not sure why. We've had issues with things we've ordered from Amazon and Amazon has scheduled pick ups. We know it's possible. Zazzle just didn't want to. It's not like UPS isn't at my house three or four times per week. So that's when they offered to let me keep all of them and refund my money. But I haven't seen a dime back yet and until I do...this is NOT resolved!!!
Final Business Response /* (4000, 9, 2015/10/20) */
The customer was issued a full refund in the amount of $142.09 on 09/29/15. The transaction ID is attached verifying the customer's refund. The customer can verify her funds have been returned by contacting her bank or credit card company.

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer signed up for and received a free trial of a Zazzle Black Shipping membership on 2/7/2012. 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 the order placed on 6/10/2014. 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 membership. 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. On 6/11/2014 the order was cancelled for reasons of copyright violation and the customer was not charged for the order. The Zazzle Black Membership was a separate charge that occurred immediately after the order was placed and as mentioned in the shopping cart at checkout it would not be automatically refunded. The customer reached out to Zazzle Customer Support with a request for a refund via email on 6/18/2014. On 6/24/2014, the customer was emailed the agreed to terms and conditions of the membership, and a courtesy a direct refund request for the cost of the membership was issued to the customer's purchasing payment method. The customer has been informed that the refund may take up to 30 days for the refund to be processed.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A company whose business model relies on people not reading the fine print, and charging for shipping on items that don't get shipped, is still highly unethical. However, a refund is all I can ask for.

Initial Business Response /* (1000, 5, 2014/08/04) */
The customer placed an order for a shirt on the Zazzle website on 7/7/2014. The customer then contacted Zazzle via two emails sent on 7/14/2014, and a third email sent on 7/18/2014, with a request for a return authorization. Zazzle offers...

a return option for all orders within 30 days of receipt, and provides customers contact information on how to initiate a return authorization. As the customer contacted Zazzle on 7/14/2014, she was well within that 30 day return window. Zazzle Customer Support provided the customer with return options for a replacement, a Zazzle Account Credit, or a direct refund for the order in question on 7/19/2014. The customer replied to accept a direct refund that same day, and a refund for the shirt was processed to her purchasing payment method. The customer was notified that a refund would be posted to her payment method within 7-21 business days depending on the processing speed of her financial institution. Zazzle also waived the physical return as a courtesy. As compensation for the customer's overall experience, a $50.00 Zazzle Account Credit has also been applied to the customer's Zazzle account, which she may use on a future order if she chooses. The credit does not expire.

Initial Business Response /* (1000, 7, 2014/06/30) */
The customer was issued a check payment on 6/5/2013 for earnings that accrued through his Zazzle store. The customer then contacted Zazzle as he had not received his payment. Zazzle researched his payment and the records indicated the...

check was never cashed. Zazzle then cancelled the issued check, and the funds were returned to his Zazzle account. Zazzle confirmed the address on file with the customer to be correct, and a new check was issued on 5/1/2014. The check was returned to Zazzle as undeliverable. At this time, the customer's earnings have been returned to his Zazzle account. The customer has informed Zazzle that he would like to place his account on hold until PayPal becomes available to him. Zazzle has since changed his payment status to a hold state so an automatic check payment will not be triggered.
Initial Consumer Rebuttal /* (3000, 9, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accuse zazzle of providing false information to me and you:
1- Zazzle advertise that they can provide payments through several methods one of them is by check and that is the main reason we decided to do business with them in the first place.
2- That is the first time for over a year of correspondence and according to them 3 checks has been issued and mailed to me, that they actually come and say that the mail has been returned to them as undeliverable. Why is that and why was it not mentioned before, for over a year when time passed and I complained that I did not receive anything they say (Ohh it must have been lost) they never said definitively that the mail has been returned to them as undeliverable, ask them for proof .
3- Let them give you the details of the checks and mails and the service they used to mail me (US postal service or whatever.....) and you can verify independently from that service about the 3 mail letters they claim they sent me, and I am sure you will have proof that they are lying.
4- You can on your own send me a letter on my address (I can send you my same address on zazzle file) and you can include in the mail any info that you can verify when I receive the mail and I am sure that I will receive it.
5- You can ask them about the bank in Egypt that they have arrangements with to cash their checks (if they have any!). If they don't have that info then they are lying.
Now if you can verify that, and I have given you several ways to do that and you find that they are lying then that takes us to another dimension from a case of negligence into fraud, which is a very serious offence under US law.
Waiting for your advice on the next course of action
Final Business Response /* (4000, 11, 2014/07/21) */
The customer's first check #XXXXXX was mailed to the customer on 6/5/2013. The customer contacted Zazzle with a claim the payment was not received. Zazzle then cancelled that check payment, and issued a new check #XXXXXX on 11/20/2013. The customer again contacted Zazzle that he never received the payment. That check was then cancelled, and the funds were placed back into his Zazzle account. On 05/01/2014, the customer had over $100.00 earnings balance, and Zazzle verified and confirmed with the customer the mailing address was valid.

Because the customer's account had accrued enough earnings to generate a check payment automatically, another check #XXXXXX was automatically issued to the customer on 5/1/2014. The third check was never received or cashed and was cancelled as well. When the customer reported the checks weren't received Zazzle was able to verify that the issued checks had never been cashed. At this time, the customer's earnings remain in a hold state within his Zazzle account.

Final Consumer Response /* (4200, 13, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had 5 points in my last response but zazzle as usual failed to respond to them. They did not respond to points 2 and 3 in my desired solution tell now.
You can see the contradiction between zazzle's last 2 responses now they are not mentioning the term "the mail was returned to us as Undeliverable" they are saying now that when I complained they verified that the check was not cashed and that is how they knew that the mail was lost.
This is what leads me to believe that they may have issued the checks internally but they never actually put the checks inside an envelope and mailed to me.
Checks are not money orders if they are issued from a bank in one country(U.S), that bank needs to have arrangements with a local bank in the other country(Egypt) in order for the check to be cashed by the customer(myself).
I want the name of the local bank in Egypt that they have arrangements with to cash their checks, so I can verify myself that at least they do have arrangements to cash their checks in Egypt. If they do that I will drop all my complaints and I will not pursue the matter further.
If they don't provide that info, then I have the right to believe that they are lying and they never mailed the checks to me in the first place and I will pursue the mater even if it takes years . IT is a matter of principle.

Excellent customer service.
The shipping company sent back some cards I had ordered from Zazzle. (That is a long story but in short I went round and round with them) I contacted Zazzle because I really needed those cards. So they immediately shipped out an entirely new replacement set! I appreciate that kind of customer service and I will be using them again for sure.

Unresponsive and Unreliable! I placed an order on December 3. My order status says it is supposed to be delivered December 9 - 13th. It is the 21st of December and my order status still indicates that delivery timeframe even though I've emailed them three times asking them for an update. They have not responded and now I'm trying to cancel it as I will not get the order in time for Christmas

Placed an order on Nov 30th. Item was supposed to arrive between 12/9 and 12/12. As of 12/20, it still has not shipped. Customer service had been nonresponsive. I'm out over $50 and did it receive the gifts for my children in time for Christmas. Avoid this vendor at all costs.

I placed an order on August 30, 2016. I have a printout showing my order was processing with and order number. I never received it so I started checking today. The order was still on the website but shows cancelled. I never cancelled it and I never received any correspondence from Zazzle. Will NEVER order again from them.

Today marks 4 weeks since my order for 9 shirts and I still haven't received them. I needed them for a BBQ over the weekend and I thought that 3 weeks would be plenty of time. In the passed My orders always came quick. I have spent $1000 with zazzle in the last 2 years but their customer service has gone way down. I have contacted them but I haven't got any help at all. I would order somewhere else....

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer unfortunately received the incorrect order. The Zazzle Customer Support team reached out to the customer via e-mail on 06/24/14 to obtain more information from the customer. The customer replied on 6/26/14 wanting the items...

he purchased. Zazzle reprinted and shipped his order on 6/26/14 the same day the reply was received. As compensation for the overall experience the customer has also been refunded in full. The customer was advised it may take 7-21 business depending on the processing speed of the financial institution.

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle via email on 12/9/14, 12/11/14, and 12/15/14 as she had not received the order she placed on 11/24/14. Zazzle determined the courier attempted delivery, but the package was returned to sender after multiple...

failed attempts to deliver the package. Zazzle Customer Support received and responded to the customer's email on 12/17/14 with an offer of a replacement order. The customer replied that she would like a replacement if the order could be guaranteed by 12/25/14. As typical manufacturing time, not including shipping time, for the item in question is 7-10 business days, Zazzle could not guarantee a replacement order to be shipping in time for the customer's event. The customer indicated that a refund would be the desired preference. Zazzle authorized a refund for the order to the customer's purchasing payment method on 12/18/14. Refunds typically take 7-21 business days to post, depending on the customer's purchasing payment method. For the customer's overall experience, Zazzle has also authorized a $25.00 Zazzle Account Credit, to the customer's Zazzle account. This credit is available for use toward a future order if the customer chooses, and it will not expire.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's true.. But I'm still waiting for my refund.

Initial Business Response /* (1000, 5, 2015/02/20) */
The customer placed an order for custom business cards from Zazzle on 1/29/2015. The customer contacted Zazzle.com via phone on 2/5/2015, to express concern with having received the wrong order. Zazzle's Customer Support team initiated an...

immediate replacement request to be sent with an expedited courier, and the replacement shipped 2/8/2015. The customer contacted Zazzle again on 2/11/2015 via phone, unsatisfied with the replacement order due to a design placement error. Zazzle initiated a second replacement order, to be sent via an expedited courier, and this order delivered on 2/13/2015. For the customer's overall experience, Zazzle also refunded the customer's order in full on 2/19/2015. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the last set of cards that were sent are 100%
The refund was unnecessary with the quality the last shipment was
Thank you

I ordered from Zazzle and had to cancel part of the order. A week later I recieved SOMEONE ELSES ORDER (complete with their business information) in a package addressed to me, also containing an invoice for my order, including the stuff I had cancelled.
My order apparently was never cancelled and my account has not been credited. I was more alarmed on behalf of the busines whose order I recieved than the mishandling of my own account. But who knows, maybe my order (complete with customized envelopes printed with my home address) found their way into someone elses order.
Bottom line: YOUR PERSONAL INFORMATION IS NOT SAFE WITH ZAZZLE.

Zazzle has been by far one of the most difficult and challenging companies that I have worked with. After ordering wedding invitations, and getting them in the mail, the print was cut off on the side. They told me that they could issue my zazzle account a credit so that I could reorder the invitations. The credit took 24 hours to go into my account. Shipping costs were not refunded. The second round of invitations I ordered kept reverting back to a different size I did not want. After being on the phone with customer service, they were able to lock the size. I had deleted an image off the backside of the invitation, however, when customer service locked the correct size, they put the back image back on the card. Here we go again. At that point, I realized what happened before they processed my invitations or sent them out. However, they stated that they could not make any changes and once again I had to cancel my order and wait another 24 hours before replacing my order. Shipping costs were paid again and not refunded. On my third try getting my invitations ordered, I noticed prior to submitting my order that one of the images were off on the front. I edited the image to be perfect. I submitted this order and paid for expedited shipping. I received an email about a half hour later stated they wanted confirmation to print my invitations because the image was off and would leave a white border (which I already fixed). I called customer service to let them know I would like them to fix this so that there was no white border and that I had fixed the image prior to ordering. I was told once again that they couldn't make any changes and that the order would need to be canceled again. The customer service rep. told me that they would give me a code for 50% off premium shipping. When I finally went to reorder my final time, I entered the promo code for the 50% off shipping and it however did not give me any discount. I have not received my order and have not gotten confirmation that my invitations were mailed, but very dissatisfied with the fact that I had to reorder multiple times and was only offered a credit in which took 24 hours each time and had to pay shipping costs each time for a product which was never shipped. I will not recommend this company to anyone.

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer emailed Zazzle on 12/10/14 with a request for a Return Merchandise Authorization for her order. Zazzle Customer Support replied to the customer's inquiry via email on 12/17/14 with options provided for a replacement, Zazzle...

Account Credit, or a direct refund for the received order, with a request to please reply with the desired resolution. As of 12/22/14, Zazzle has not received a reply from the customer. Zazzle Customer Support has reached out via email to the customer's email address [redacted] for a second time, as of 12/22/14. Zazzle is currently awaiting the customer's response.

Initial Business Response /* (1000, 6, 2015/01/05) */
The customer contacted Zazzle via email on 12/13/14, 12/15/14, and 12/18/14, regarding the order she placed on 12/7/14, and a request for a Return Merchandise Authorization. Zazzle Customer Support received and responded to the customer's...

email on 12/18/14 to confirm receipt of her images documenting defective items received, and a full order refund was authorized to the customer's purchasing payment method. An email confirmation regarding the refund was sent to the customer on 12/18/14 indicating that refunds typically take 7-21 business days to post, depending on the processing speed of the customer's financial institution. For the customer's overall experience, a $50.00 Zazzle Account Credit has been placed in the customer's Zazzle Account, to be used toward a future order if the customer chooses. This credit will not expire.

Wow! where do I start. I first ordered from these people a gift for my wife, Christmas 2014. I ordered in early December a [redacted]g dog sweatshirt. I never received confirmation of shipping nor a return email for my inquires. After Christmas I was finally able to reach some one by phone, they assured the shirt was shipped. I received a week later with a bull winkle on it. After some heated conversations they refunded my money and we went are separate ways.

Stupid me I did it again this December 2015. The exact same thing happened. After two weeks of emails asking where my order is they finally responded Christmas Eve with a canned email saying they are doing everything they can do to fill my order. By then there phone recording said they are closed until after New Years.

I can honestly say now, NEVER AGAIN!!!!!!!!!!!!!!!!!