Zazzle.com, Inc.

Initial Business Response /* (1000, 5, 2014/08/04) */
The customer contacted Zazzle on 7/6/2014 via email, with the email address [redacted]@gmail.com requesting assistance with the website, as they were experiencing technical difficulties with the designs not saving. On 7/14/2014, Zazzle...

Customer Support responded to the customer's email, at which time the customer expressed further upset with the delay of Zazzle's email response time, and that they had already re-designed their product and processed an order. The customer requested in a reply on 7/14/2014, compensation for the delay they experienced for the order they were able to place successfully. On 7/22/2014, Zazzle was contacted via phone and Twitter by the customer's fiancé regarding the orders in question. The orders had been placed in the account associated with email address [redacted]@gmail.com, and the customer provided feedback for the previous delay to their emailed inquiry for compensation, and to request discount codes for a new order. The customer support representative provided the customer discounts over the phone, and informed the customer Zazzle would look into the matter of their previous correspondence. Unfortunately, the Zazzle representative was unable to locate previous communication, since it had been done under a different email address, [redacted]@gmail.com. Both the name and email address associated with that initial inquiry was not associated with the orders in question. As compensation for the customer's overall experience and the delays they experienced, the customer has been refunded in full for order XXX-XXXXXXXX-XXXXXXX, which included the envelopes mentioned in their complaint. The customer has also received a courtesy $50.00 Zazzle Account Credit processed to the account [redacted]@gmail.com, and they have been provided with a code good for Free Express Shipping on a future order, if they choose to take advantage of this. An email detailing the refund, credit, and shipping code was sent to the customer on 8/4/2014.

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer contacted Zazzle via email on 12/17/14, and 12/18/14 to inquire on the status of their still processing order. Zazzle Customer Support received and responded to the customer via email on 12/21/14 with a status update, and...

continued to provide information to the customer via email communication. For the delay the customer experienced, and the customer's need by date fast approaching, Zazzle proactively refunded the customer for half of the order cost, and continued to update the customer via email on the status of the order. Unfortunately, Zazzle was not able to deliver the customer's order in time for their event, and Zazzle has refunded the customer's order in full. Refunds typically take 7-21 business days to process, depending on the customer's financial institution. Zazzle will be shipping the customer's order as quickly as possible, with an Express courier, and the customer will continue to be informed of any order status updates via email, as they become available.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am amazed at the time it took from ordering a personalized puzzle, the same day it was shipped and at my door within three business days!!! Wow! I will always go to Zazzle[redacted] to order my personalized products! I have already recommended them to friends and family. Thank you Zazzle for a quick and CORRECT order!

I've ordered from Zazzle before but I will NEVER order from them again. I placed an order at the beginning of December with a delivery date of 12/11-12/12. My tracking information never worked but I wasn't alarmed at the time since it takes a while for it to be updated.
Once my package did not arrive I reached out to customer service via email who after 72 hours of waiting told me the delivery date was an estimate and I should wait until 12/17 to see if I get them. After that they promptly told me my package was in North Carolina and suddenly their tracking information on the website said the same thing. It wasn't until after I emailed again disputing my order they said it was in Philadelphia (which usually takes an additional 1-2 days to get to my house).
I demanded a refund for my product but "[redacted]" would only refund my shipping charge to my account for future use. After the product never showed up I tried to call their customer service line and my estimated wait was 95 minutes. Furious, I emailed "[redacted]" back demanding a full refund. He responded and said they would refund my purchase back to my card on file but it will take 7-21 business days for the transaction to be completed.
First and foremost 21 days for a refund is unacceptable but I wasn't going to get anywhere with these is. Suddenly my order (that was apparently in mid shipment) says it was returned back to the sender and arrived on 12/16 which is WELL before SECOND promised date by customer service which only leads me to believe they lied the entire time and never actually processed my order.

I order a lot. I have mugs, posters, a soccer ball, t shirts and canvas prints and they are all nice. They have a 100% satisfaction guarantee so if you don't like it you can return the item. The only issue I have ever had was when somehow my promo code didn't work. They wanted me to return what I ordered and order again using the code that I thought was a waste, and was, however after a few minutes on the phone the just credited my account and the issue was taken care of.

Initial Business Response /* (1000, 5, 2014/02/19) */
The customer placed an order on the Zazzle website for one (1) customized invitation on February 2, 2014. Unfortunately, the customer did not customize the invitation prior to ordering it and received an invitation with the template...

text just as she ordered it.
The customer contacted Zazzle for a Return Merchandise Authorization (RMA) on February 14, 2014. The RMA was immediately issued. The customer stated she wanted a full refund for the order. A full refund including the shipping in the amount of $7.84 was then immediately issued that same day and the return of that product was waived as a courtesy to the customer.

Initial Business Response /* (1000, 5, 2014/08/04) */
The customer placed an order with Zazzle for posters on 7/12/2014. The customer then sent three emails on 7/13/2014 with a request to cancel the order. Zazzle's Customer Support Team responded to the customer's email on 7/18/2014,...

informing the customer that the order had shipped, and a cancellation was not possible. At this time, the customer was offered the option to let Zazzle know if they would like to process a return for an account credit once the product was received. The customer declined the account credit option in his reply on 7/18/2014, and requested Zazzle process a refund to his PayPal account. Zazzle replied on 7/18/2014 with the refund confirmation, and educated the customer that it would take 7-21 business days for the refund to process due to the processing speed of his financial institution. Zazzle also waived the physical return of the products he had received in that email. The customer emailed Zazzle again on 7/30/2014 claiming a refund had not been issued. The customer's refund was confirmed processed, and Zazzle informed the customer that it can take 7-21 business days to see the refund posted. Upon further review of the customer's order and his initial cancellation request, Zazzle determined that the customer was entitled to a shipping refund which was not part of the refund he received initially. A shipping refund has been issued to his PayPal account as of 8/4/2014. To date, the customer has been refunded in full for the order totaling $50.11. As compensation for the customer's overall experience, a Zazzle Account Credit for $25.00 has been placed in the customer's account to be used toward a future order if the customer chooses and the credit doesn't expire.

Initial Business Response /* (1000, 5, 2015/12/30) */
The customer contacted Zazzle.com via phone on 12/22/2015 to relay that her order, (XXX-XXXXXXXX-XXXXXXX) was received water damaged and missing some items. Zazzle's Customer Support team initiated an immediate replacement to be shipped...

with an expedited courier on that date. This replacement was queued for shipment on 12/23/2015 with an Express courier. Unfortunately, due to the holiday, and the courier's timeframe for delivery, the package would not be scheduled to arrive until 12/26/2015. Zazzle contacted the customer on 12/24/2015, with information that a full refund was being authorized to the customer's purchasing payment method, as Zazzle determined the customer would not have the replacement in time. The customer was informed that refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. To be clear, the customer was refunded in full for the above mentioned order and overall experience.
Zazzle can confirm the customer has been in contact with Zazzle's Customer Support Team regarding another separate order, in which the customer was provided return instructions for a different issue not mentioned in the inquiry here. Zazzle has confirmed the customer has utilized the pre-paid shipping label for this order (XXX-XXXXXXXX-XXXXXXX) and it is currently in transit back to Zazzle's production facility. The estimated time of arrival for this package, per the courier, is 01/06/2016. Once the customer's return is received, a refund will be authorized to the customer's purchasing payment method, or a replacement, depending on the customer's wishes. Zazzle will be reaching out to the customer once the return is received, to finalize the Return Merchandise Authorization.

ZAZZLE = AWESOME. I have always loved their invitations. Now I can say I love their customer support. I made a mistake and ordered an invitation without saving/ordered the wrong version that I had created. I called their customer support, but it had already been printed and shipped (they're so fast!). BUT, the very nice and knowledgeable man on customer support phone line offered to have my account credited with the amount I spent, plus without me even asking for it because I thought they had already been generous enough, he offered to send me an extension for the coupon code that I used. So something that was 100% my mistake, they allowed me to reorder for the exact same price! Really amazing. Makes me want to deal exclusively with them in the future.

Initial Business Response /* (1000, 6, 2015/01/13) */
The customer contacted Zazzle via email on 12/2015, 1/5/2015, and 1/7/2015 requesting a Return Merchandise Authorization for the order she placed on 12/22/2014. Zazzle's Customer Support Team received and responded to the customer's email...

on 1/10/2015 with Standard Return Instructions and a pre-paid shipping label, so the customer could return the order for a full refund. The customer's return shipment is currently in transit via the courier to Zazzle's return facility, with a delivery scheduled for Monday, 1/19/2015. As Zazzle has verified the in transit nature of the package, a full order refund has been authorized to the customer's purchasing payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.

Initial Business Response /* (1000, 5, 2014/12/30) */
The customer placed an order with Zazzle for 160 flat 5.5 x 7.5 Invitation/Flat cards. Product details are listed in the description field located on the product page found at the time a customer adds an item to the shopping cart. The...

customer contacted Zazzle via email on 12/16/14, as she had anticipated folded greeting cards, to request a Return Merchandise Authorization. Zazzle's Customer Support Team received and responded to the customer's email on 12/26/14 with an offering of a Zazzle Account Credit for the cost of the customer's order, with the option to redo her order on the greeting card style product. If the customer desired this option, Zazzle would waive the physical return and issue the account credit. The customer responded on 12/27/2014 to decline the option to redo the order with the credit, and expressed a desire for a full refund instead. As all customers have the option of returning any order they are unsatisfied with, within 30 days of receipt, Zazzle replied to the customer with Return Authorization instructions on 12/29/14. Once Zazzle receives the customer's physical order return, a full refund will be processed to the customer's purchasing payment method, per her request.

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer placed two separate orders for an identical serving tray on 11/24/14. The customer emailed a request to cancel one of the orders on 11/24/14. Zazzle Customer Support received and responded to the customer's email on 11/27/14,...

and immediately authorized a cancelation request for one of the customer's duplicate orders (XXX-XXXXXXXX-XXXXXXX). In the event an order is canceled prior to production, the funds had not been taken from the customer's purchasing payment method, though it may have generated a pending or processing transaction. When the cancelation occurred, this pending transaction would roll off within 7-10 business days of the cancelation taking place. To be clear, Zazzle did not collect funds for the canceled order. The customer was only charged for one serving tray for the amount of $24.73 (Order # XXX-XXXXXXXX-XXXXXXX). The customer's remaining serving tray order queued for shipment on 11/26/14, and a delivery was confirmed on 12/2/14.
The customer placed a completely separate order (XXX-XXXXXXXX-XXXXXXX) on 11/24/14 that contained a soup mug. The customer contacted Zazzle on 12/1/14 via email as she received the wrong item. Zazzle issued an immediate replacement to be sent. Unfortunately, due to the volume and high demand for this particular product, the replacement is to date, unshipped. Zazzle is working quickly to expedite the replacement to be shipped with an Express courier as soon as it becomes available. For the delay the customer has experienced with this product, a full refund has been issued to her purchasing credit card as of 1/4/14. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
The customer placed another order on 11/20/14 for gift bags. The customer experienced a printing defect on one item, and contacted Zazzle via email on 12/12/14. Zazzle Customer Support issued a replacement order for the defective item on 12/15/14, and a delivery was confirmed on 12/23/14. For the customer's experience with this order, and that her initial email requested a credit, a full refund for this order has been processed to her purchasing credit card. For the customer's overall experience, 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, 7, 2015/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/09/10) */
The customer placed an order for eight shirts on 6/30/2014. The customer then contacted Zazzle via email on 7/6/2014 requesting dissatisfaction with one shirt, including a digital image of the issue with the shirt in question. A Zazzle...

support representative responded to the customer via email on 7/9/2014 with an option for a replacement, a Zazzle Account Credit, or a direct refund for the shirt in the customer's attached image. The customer wrote back via email with a request to change the sizes and colors of five shirts. As this was not part of the customer's original inquiry, Zazzle's support representative informed the customer that a return would need to be made before any replacements could be sent. The customer was provided return authorization instructions via email that indicated the customer could return any of the items in her order for a replacement, refund, or Zazzle Account Credit. The customer's physical return was received on 8/4/2014, and it contained two shirts from her order. Zazzle processed the return and issued a direct refund per the customer's wishes for the amount of $49.67 to the customer's purchasing credit card. The customer contacted Zazzle on 8/21/2014 with an inquiry as to why her shipping cost was not refunded for the two items that were returned. Typically, shipping costs fall on the responsibility of the customer, and it is not refunded in the event a return is made. Upon further review of the customer's order, Zazzle has determined that because the two items returned were the result of a defect, the customer's shipping has been refunded to her purchasing credit card. An email confirming this refund was sent to the customer, with the expectation that it will take 7-21 business days for the refund to post, depending on the processing speed of the customer's financial institution. As compensation for the customer's overall experience, a $50.00 Zazzle Account Credit has also been applied to the customer's Zazzle Account, for use toward a future order if the customer chooses. This credit will not expire.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer placed two orders, both on 06/16/14. Those orders were cancelled per the customer's request. A final order was placed later the same day. The customer was transferred to a supervisor per her request. The supervisor...

apologized for the overall experience and followed up with the customer via e-mail. The final order was produced and has since been delivered. As compensation for the overall experience the customer has been provided with $50.00 Zazzle account credit that can be used towards any future purchase at Zazzle.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the store credit

Initial Business Response /* (1000, 5, 2015/02/20) */
Zazzle is unable to locate a registered Zazzle account with the email address provided in this inquiry ([redacted]@aol.com). Zazzle is also unable to isolate an order to the name provided. As of 2/19/2015, Zazzle has emailed the email...

address provided to ask for more information associated with the person in question. Zazzle is happy to investigate this matter further upon receipt of an order ID number or the email address associated with the registered Zazzle account the order was placed within.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I responded and provided the correct account email address. However, in the meantime, my account has been credited my refund.
I appreciate the efforts of the Revdex.com in assisting to resolve this matter so quickly!
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer placed an order on 12/19/XX (XXX-XXXXXXXX-XXXXXXX) for $69.23. Zazzle's fraud team attempted to verify the billing information submitted by the customer, as the name on the credit card contained the information "[redacted]"...

with a non-matching billing address. As Zazzle's fraud team received no response, the order was cancelled for security purposes, and the customer was alerted via email on 12/19/14. The customer placed another order on 12/19/XX (XXX-XXXXXXXX-XXXXXXX) for $69.23, with the same billing information provided. In the interest of protecting the credit card holder's privacy and financial security, Zazzle decided to cancel the second order as well.
Held funds generated from a placed order are typically set aside for the order, but not processed. They are then released upon the cancelation of the order. Typically, a customer can expedite the release of the pending transaction by contacting their financial institution directly. To be clear, Zazzle took no funds for the two orders in question. Any pending or processing transaction would have rolled off within 7-10 business days from the cancelation taking place.
Zazzle does accept prepaid gift cards to be used during the checkout process. The name field for the credit card and the billing address submitted, must contain legitimate customer information to match what is on file with the financial institution. In the event a prepaid gift card or credit card declines on Zazzle's website, or is canceled for suspicious fraudulent activity, the customer must contact the credit card company directly for further assistance. Some gift card/prepaid credit cards require actual customer information to be registered with them prior to use with an online merchant.
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. The Zazzle community is encouraged to use Zazzle's platform to share their creativity. The customer is welcome to place a new order at any time for the apparel items that were previously ordered/canceled, but correct billing and credit card information would need to be used.

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer contacted Zazzle.com via email on 12/9/14 and 12/10/14, requesting for return merchandise authorization instructions, so that she could return her shirt order to have the design printed on a different size and/or style of...

shirt. Zazzle Customer Support received and responded to the customer's email on 12/16/14 with a request for her to confirm the desired shirt style change. The customer confirmed in a reply email, and Zazzle moved forward with a replacement order to be sent on the desired style change. The customer also reached out to Zazzle via standard mail, with a physical return of her shirt, and this was received on 12/17/14. For the customer's overall experience, a full order refund has been authorized to her purchasing credit card. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. The customer's replacement order is still underway, but it will be shipped with an express courier. The customer has been notified via email of the refund authorization and the status of the replacement order, and Zazzle will continue following up with the customer until the replacement order is shipped and received.

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle via email on 12/13/14, 12/16/14, and 12/18/14 as they received the wrong order. Zazzle Customer Support received and replied to the customer's email on 12/19/14 with resolution options for a replacement...

order, a refund, or a Zazzle Account Credit. The customer's order contained custom printed envelopes, and the manufacturing time for this product is 3-4 weeks. Zazzle was unable to offer a replacement product in a shorter time frame, and the customer replied with a desired refund resolution. Zazzle authorized the full order refund 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. For the customer's overall experience, a Zazzle Account Credit for $50.00 has also been placed in the customer's Zazzle Account, to be used toward a future order if the customer desires. This credit will not expire.

Do not order from this company if you expect the delivery of your items by the expected delivery date they promise. I have had to call the company in Ireland 3 times for a status update on my fathers xmas gift and have gotten different answers each time! They never give you a straight answer. Is this a real company or do they operate out of their living rooms???
I urge you not to shop at this website I shop online all the time and have never encountered such a shady company!
Suffice it to say that my fathers gift will not be on time for xmas!
Disgusted!!!!

Tried to call costumer service about a defective product via the number they provide. The automated system requires to to continually decline ads by pressing #. Eventually you can not bypass ads and are forced into one. The automated system never ensures your call is going to be taken. Eventually you are forced to hang up.