Zazzle.com, Inc.

Zazzle was a new company to me, but I wanted to purchase dog-tshirts so I gave them a try First of all, the company seems to have lost my order and I have not received any communication from anyone at Zazzle since I placed the order in May A month later, the order details on their website suggest they are still "processing my order" Who even knows what that is supposed to meanI think it is pretty sad to take someone's money and not give what was promised Hey Zazzle, that's called STEALING I have attempted to email and call customer serviceThe customer service line is fictitious as it never actually brought me to a person or an artificial intelligence that could offer me assistance So terrible job, overall My dogs and myself are very unhappy about the Zazzle experience Thanks

I ordered shirts on Decand my credit card was billed the next day The "expected delivery" was Dec12- I did not receive the order nor any notification of why it was late As of Dec22nd the status is still listed as "making" and the "expected delivery" is still listed as Dec12- I called and they said they would request expedited delivery and I hoped it would get to my home in time for Christmas when my sons will be here About minutes after the phone call I got a message saying my order was not able to go out with that day's mail so would not arrive in time I was just given the option to cancel I don't want to cancel, I want my order!

Initial Business Response /* (1000, 6, 2014/07/18) */
In the event of an order cancellation or a return within days of a customer's receipt of their order, an earnings cancellation may occurThe Zazzle seller would then see a cancelled royalty for that sale within their earnings summary
Zazzle sellers are not provided information about a customer's personal preference to cancel or return an orderAs stated in Zazzle's User Agreement, which must be agreed to by all Sellers on the Zazzle.com website at account registration, royalties earned are subject to deductions for returns, credits, and reversalsZazzle's User Agreement can be found here: http://www.zazzle.com/mk/policy/user_agreement

Initial Business Response /* (1000, 5, 2014/12/30) */
The customer contacted Zazzle via email on 12/15/to inquire about a missing item from her order's shipment, as well as to request a Return Merchandise Authorization for the two scarves in her orderZazzle Customer Support received and
responded to the customer's inquiry on 12/20/14, and expedited a replacement for the missing item, to be sent via an Express courierThe customer's replacement order shipped on 12/22/14, and the delivery was confirmed on 12/24/The customer was also provided a full refund for the two scarves per request, and as a courtesy, Zazzle waived the physical return of these two itemsFor the customer's overall experience, a shipping refund has also been authorized to the customer's purchasing payment methodRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution

Initial Business Response /* (1000, 5, 2014/02/19) */
The customer placed an order on the Zazzle site for business cards on 01/05/The customer contacted Zazzle on 01/17/to state the shipping address that was provided for her order was incorrectZazzle immediately issued a
replacement of the order to the address the customer requested the order be shipped toThe customer sent another e-mail to Zazzle Customer Support on 01/19/and stated that a replacement order was not necessary as they received the original orderThe replacement had already been shipped and Zazzle was unable to prevent the shipment from arriving to the customerThe customer did not need to send us payment for the replacement order as it was done as a courtesy for the customer since the original order had not yet been receivedThe customer sent a money order to Zazzle as payment for the orderThe money order was unfortunately destroyed in errorZazzle did not keep the customer's money orderThe customer was notified of thisZazzle does not accept money orders as payments for ordersAs shown on the Zazzle website, the payment methods accepted are Visa, MasterCard, American Express and PayPal
Zazzle reached out to the customer via phone and issued a full refund for her order on 02/17/For the frustration, Zazzle also issued a Zazzle account credit for $that the customer may apply to any future orderThe customer was pleased with this resolution

Initial Business Response /* (1000, 6, 2014/04/01) */
The seller's images and designs have been removed per her requestPayments for all accrued earnings were issued to the seller as follows: a Paypal payment on 11/4/for $18.56, a Paypal payment on 12/2/for $6.07, and a Paypal
payment on 1/6/for $since she requested those payments individuallyThe seller requested a final payment for closure of her Zazzle account on 03/18/The seller has accrued unpaid earnings currently of $10.17, and the fee for Paypal payments less than $is $2.50, as indicated in the pay out section of the Zazzle websiteA payment is scheduled to be paid by 4/15/for the amount of $

Initial Business Response /* (1000, 5, 2014/09/10) */
The customer placed an order for business cards on 8/24/2014, with Standard shipping as the selected shipping methodStandard shipping states a 4-business day delivery time during checkout, after manufacturingTypical turnaround time
for manufacturing of business cards, as listed on the Zazzle website is hours, with the estimate being typical for orders placed during business hoursWith the customer's order being submitted on 8/24/with Standard shipping, at the outside, the customer may not have received her order until 9/4/at the latestOn 8/26/014, the customer contacted Zazzle via phone and spoke to a Customer Support Representative, expressing concern over the manufacturing timeThe customer's call escalated to a Customer Support Supervisor, at which time she was informed the order would be expedited and the shipping method upgraded as a courtesy if neededThe customer's order was shipped on 8/27/2014, and a delivery confirmed on 8/30/All products on the Zazzle.com website have a turnaround time estimate listed in the upper right hand corner of the product page, directly above the add to cart featureA list of turnaround times can also be found in Zazzle's Help section, under the category Where Is My Order? The direct link for this can be found here: http://help.zazzle.com/articles/support/***/#turnaroundAs compensation for the customer's overall experience, a Zazzle Account Credit for $has been applied to her Zazzle AccountThis credit will not expire

Initial Business Response /* (1000, 8, 2014/06/20) */
The customer purchased a Groupon code for Zazzle custom invitations from GrouponWhen the customer went to use the code she received from Groupon it unfortunately was not working as expectedThe customer contacted Zazzle via email on
6/2/with the issue and requested for assistanceOn the same day 6/2/the customer also called Zazzle and spoke to a Customer Support Representative who requested a replacement Groupon codeThe customer was emailed by the representative on 6/3/with the replacement codeThe customer wrote another email on 6/3/to inform Zazzle that she had not yet received her replacement codeThe Zazzle representative re-sent the Groupon code on 6/3/via email with the addition of a Free Express Shipping code, as a courtesyThe customer emailed again on 6/4/asking for the code once moreA support representative emailed once again, the replacement Groupon code along with the courtesy Express shipping code on 6/4/An attempt to call the customer was made on 6/13/to see if the customer had received our emails, but the customer was unavailableZazzle left a voicemail with a direct contact number, and sent a follow up email on 6/13/The customer has not responded as of 6/16/The customer has what they need and the issue should be resolved

I placed an order with Zazzle for several poster-sized prints and noticed that Zazzle had charged me for two units of one of the items, although I had only ordered one of each I contacted Zazzle's support and was informed that one of the units would be refunded to my account
The items I ordered began to arrive separately, each shipment containing something other than the items described on the invoice included with the shipmentThe invoices all continued to show that I had been charged for two of the item that I contacted Zazzle's customer service about Some of the items did not arrive after I waited several weeks for them to show upWhen I contacted Zazzle's customer service again, they re-shipped a second unit of the item I originally contacted them to ensure was only going to be shipped onceI had to make multiple contacts with their customer service (each time their representatives became increasingly rude) before finally receiving everything that I had ordered more than a month after I originally ordered it
Because of all the confusion, I requested correct invoices or transaction documentation showing me exactly what had been shipped and what my credit card was charged or credited Zazzle could not do this, and has never provided me with a correct invoice or statement They've given me amounts they claim to have charged and credited, but are unwilling or unable to offer any sort of documentation to substantiate these numbers I still have not (and doubt I ever will) been provided with an accurate record of my transactions with Zazzle They have also never attempted to compensate me (or even apologize) for all of the errors made with the fulfilment of my order
I do not recommend that anyone does business with this company, because their order fulfilment and accounting practices are both sketchy and shady Take your business elsewhere unless you want to deal with similar frustrations

Initial Business Response /* (1000, 5, 2014/05/18) */
The customer placed an order on the Zazzle website on 03/21/During check out the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong service in which the
customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearZazzle offers a day free trial of the program in which the customer can take advantage of the free Standard shipping on any order placed during that day trial periodThe customer must opt out of the service within the days to avoid the yearly fee of $After the yearlong trial has ended the customer must also opt out of the service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis 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
The customer was never charged $for the membershipZazzle sent the customer an e-mail on 05/02/The customer never responded to that e-mailAt this time, Zazzle issued an account credit for $

Initial Business Response /* (1000, 5, 2014/11/28) */
The customer placed an order on the Zazzle website on 10/18/During check out the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong service in which the
customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearZazzle offers a day free trial of the program in which the customer can take advantage of the free Standard shipping on any order placed during that day trial periodThe customer must opt out of the service within the days to avoid the yearly fee of $After the yearlong trial has ended the customer must also opt out of the autorenewal service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
On 11/26/2014, the customer contacted Zazzle via phone with regards to the charge that occurred for the Zazzle Black MembershipThe customer was informed of the Zazzle Black terms and conditions agreed to at the time of the original order placementThough the membership is typically not refundable, Zazzle extended an offer for a refund of $to be returned to the customer's purchasing payment methodThe customer opted to accept the direct refund for $9.95, and this refund was processed on 11/28/Refunds typically take 7-business days to become available, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zazzle should not loop customers in a "membership" with an annual charge of $for a one time purchase of a t-shirt, let alone a t-shirt that was purchased by a year old over two years ago
Yes, they refunded my the charge, but did not refund the charge
I've never heard of a online company that automatically enrolls you in a annual fee for making one purchaseSeondly, the fact that they ethically will hold a minor (years old) accountable for their questionable and automatic "membership" is just wrongOnce they were made aware of the fact that this purchase was made from a minor, they still had to be persuaded to return one of the two $chargesIf they wanted to do the right thing, they would refund both
Also, it should be acknowledged that there practice of an "automatic $9.95/yrmembership" that has to be "opted" out by days of the purchase is unethicalWith online purchases, kids today have access and the means to buy online but don't necessarily understand that companies will take advangage of them if they do
Final Business Response /* (4000, 9, 2014/12/02) */
Zazzle values all customer feedback with regards to products, website, and customer experienceZazzle Black is a yearlong service in which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearZazzle offers a day free trial of the program in which the customer can take advantage of the free Standard shipping on any order placed during that day trial periodThe customer must opt out of the service within the days to avoid the yearly fee of $After the yearlong trial has ended the customer must also opt out of the autorenewal service to avoid automatically being charged the $renewal fee for the coming yearThis and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial optionThis information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black)
Zazzle Black is not an automatic enrollment, as a customer must select the option, and then proceed through a separate confirmation screen in order to enroll in the membershipIn the event that an auto renewal occurs for the membership, the customer email address associated with the account that signed up for the membership is notified of the impending charge via email prior to the auto renewal occurring, to give the customer the opportunity to remove themselves from the auto renewalChildren under the age of are allowed to upload graphics and images and to order products with their parent's consentTo order products, the child must indicate his or her age, submit his or her name and his or her mailing address and shipping address if different from the mailing address together with a valid credit card numberAll users creating a Zazzle account to be used for the purpose of purchasing orders must agree to the terms and conditions of the Zazzle User Agreement (http://www.zazzle.com/mk/policy/user_agreement)Per the agreed to terms and conditions set forth in the user agreement, users agree that they are responsible for actions and communications undertaken under their account
As the Zazzle Black Membership is typically not a refundable service, per the agreed to terms and conditions, a courtesy refund was provided for one charge of $to the customer's purchasing payment methodThe Zazzle Black Membership associated with the customer's son's account has been disabled, and no further charges for the auto renewal, or the membership itself, will occur

I was very unhappy not only with my products but with the way customer service responded to my concernsAfter talking with customer service I *do* have a better understanding of how Zazzle works -- and would not make the same ordering mistake twice -- but what I've learned is basically that they don't care if their products are cheap or that descriptions are misleadingThere are a number of ways they could improve product descriptions and increase customer satisfaction, but every response I got from customer service amounted to "Sure, but Zazzle doesn't care enough to bother." The free returns they offer, their "100% satisfaction guarantee", is a joke because they know that for most people it's not worth paying $return shipping for a $box of disappointing thank you cards (or whatever)They misrepresent products and are counting on you being too busy/lazy/frustrated to demand a refundFor the uninitiated, Zazzle is a site that offers printed products designed by multiple user-designers (meaning anyone can sign up for an account as a designer and sell "custom" business cards, greeting cards, tote bags, mugs, etc)Similar to Cafe PressI ordered several products from one designer, which were all labeled as "Kraft paper" with "gold foil"NONE of the products I received (gift tags, business cards, stickers, labels) had gold foil printingPlease note that the products were not described as "imitation gold foil" or "gold foil effect" but rather simply represented as gold foil on kraft paperZazzle customer service responded by telling me they do not sell "metal" business cards and that product titles should not be used to determine what the product actually is (the customer service rep seemed to have zero understanding of what gold foil stamping is and that it is VERY common for stationary and does not involve "metal")Strangely, SOME of the items actually did come on kraft paperOthers came on white paper printed to look like kraft paperThe inconsistency is confusing and makes it hard for the consumer to anticipate what type of product they are ACTUALLY gettingIn both the case of the "gold foil" and the "kraft paper", the imitation/effect was extremely poorly executed, not a reasonable facsimile of the real thingWhen I suggested to zazzle that they implement some sort of quality control or design oversight to prevent their freelance designers from misrepresenting products, the response was simply that they allow their designers "freedom" to name items whatever they wantSo, they are giving their designers the freedom to mislead or straight up lie to customersApparently Zazzle would have no problem with me designing and selling a business card that's black type on white paper but giving it a title/description of "Solid Gold Truck with Flower Garland" or whateverAnd when the customer complains, Zazzle will tell them I have the "freedom" to represent my design however I wantI would not shop there again under any circumstances

Initial Business Response /* (1000, 5, 2015/01/06) */
The customer contacted Zazzle via email on 12/23/to inquire about a return that had been made, for an order placed on 12/5/To make a return, customers are advised to contact Zazzle prior to the return being made, so that a
Return Merchandise Authorization number can be associated with the customer's return shipmentOrders sent back to Zazzle without a RMA number are subject to loss or package rejectionZazzle provides return instructions on the packing slip contained within all shipments, and they can be found on the Zazzle website here: http://www.zazzle.com/returns
The customer contacted Zazzle via phone on 1/6/2015, and Zazzle's Customer Support team has expedited a replacement order in a different size, per the customer's requestThe customer was also able to provide Zazzle's Customer Support team with the tracking number for their return shipment, and the return has been verified by Zazzle's returns departmentFor the customer's overall experience, Zazzle has also authorized a refund to the customer's purchasing payment methodRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution

Initial Business Response /* (1000, 5, 2014/12/09) */
The customer contacted Zazzle via email sent on 12/4/and 12/5/with regards to needing RMA assistance with an order receivedZazzle Customer Support replied to the customer's initial inquiry on 12/9/with the option for
either a replacement, a Zazzle Account Credit, or a direct refund, for the item in questionThe customer replied via email on 12/9/to indicate a desired replacementAs the customer provided a digital image documenting a verifiable product defect, Zazzle has waived the physical return of the customer's item as a courtesyThe customer's replacement item is currently in productionDark apparel typically takes 2-business days to manufacture, and the replacement order will be shipped with an Express courierAn email was sent to the customer on 12/9/regarding the replacementFor the customer's overall experience, a Zazzle Account Credit in the amount of $has been credited to the customer's Zazzle account, for use toward a future order if desiredThis account credit will not expire

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer contacted Zazzle via email on 12/9/2014, as she was missing one of two apparel itemsZazzle Customer Support received and responded to the customer's email on 12/16/14, and an immediate replacement for the missing item was
requested and sent with expedited shippingThe customer's replacement order delivered on Saturday, 12/20/at 11:A.MFor the customer's overall experience, Zazzle has also provided the customer with a Zazzle Account credit in the amount of $25.00, to be used toward a future order if desiredThe credit will not expireAn email with the information regarding the credit was sent to the customer on 12/22/
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer contacted Zazzle for a Return Merchandise Authorization on 5/30/with a request for a refundOn 6/1/2014, an email was sent from a Zazzle Customer Support Representative informing the customer that her refund had been
requested and that it would take 7-business days for the refund to become available, depending on the customer's financial institutionThough the stated refund turnaround time has not yet passed, Zazzle is currently working directly with the customer's financial institution (PayPal) to expedite the customer's refundDue to an unexpected technical delay Zazzle experienced with the initial request, the customer was sent an email on 6/24/stating that the refund is still currently processingAs a courtesy, Zazzle has provided her with a $account credit that she may use, in addition to the refund that she has been issued for the orderThe customer has accepted the account credit as of 6/24/
Initial Consumer Rebuttal /* (2000, 7, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/03/06) */
Zazzle has taken steps to ensure the e-mail address for this customer is removed from the Zazzle databaseZazzle has escalated this to the technical team to ensure the customer does not continue to receive unwanted e-mailsZazzle
apologizes for any inconvenience or frustration these e-mails may have caused

Initial Business Response /* (1000, 5, 2014/11/28) */
The customer contacted Zazzle via three separate emails sent on 11/18/with regards to needing RMA assistance with an order receivedThe customer also called and reached a Zazzle Customer Support Representative on 11/18/The
customer was then issued an email directly following the phone call, containing RMA instructions and a pre-paid return shipping label so that she could return the order for a full refundThe customer's return shipment was received on 11/28/2014, at which time a full refund was processed to the customer's original payment methodAn email was sent to the customer on 11/28/regarding the returned order, and the refund detailsRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they sent an email saying they got the item back but I haven't received a refund as yet to my credit card
Final Business Response /* (4000, 10, 2014/12/02) */
The customer's return shipment was received on 11/28/2014, at which time a full refund was processed to the customer's original payment methodAn email was sent to the customer on 11/28/regarding the returned order, and the refund detailsRefunds typically take 7-business days, depending on the processing speed of the customer's financial institutionAt the outside, the customer will receive the refund no later than 12/30/

Purchased a small purse with matching head band that was advertised as holographic and it was not The price was astronomical based on the product received It was not worth one tenth of the price charged Working with the company for a refund but have only received a partial refund with the balance going into a Zazzle account which I do not have and never established Not sure if I will be able to settle this since they have no customer service when you call their number it take over minutes to talk to anyone In summary their products are not what they advertise, customer service service is very poor I would never do business with tis company

I have received consistently superior customer service from Zazzle over the past three yearsFor example, I accidentally ordered a product shipped to the wrong addressDespite it being my fault, Zazzle replaced the missing product at no cost to meThey respond to emails within a few minutes and are polite and go above and beyond to make the customer happy