Zazzle.com, Inc.

I ordered a fantastic robot shirtIt is well-made, high-quality materialPurchasing and shipping were greatI will order again, especially since they have a wide variety of products

Initial Business Response /* (1000, 5, 2015/08/17) */
The customer placed an order for invitations on the Zazzle website on 07/30/The manufacturing time for an order of this size is normally 3-business daysThe customer contacted Zazzle Customer Support by e-mail on 08/03/to
inquire about the whereabouts of her packageThe package was shipped on 07/31/15, less than one business day after the customer placed the orderThe shipping method the customer selected during check out was Standard shipping which takes 4-business days to arrive after the manufacturing processAll Zazzle couriers consider the first day in transit to be the first business day following pick upThe order was shipped with UPS Mail Innovations which UPS handles the first part of the delivery then hands the package off to USPS to complete the delivery on 07/31/and the first day in transit was Monday, 08/03/According to the tracking information provided, this package was delivered on Wednesday, 08/05/15, the third business day in transit

TERRIBLEI ordered some postcards, received an email several days later stating that something was wrong and do I want to cancel itI emailed them asking if I could adjust the imageNo responseI cancelled the order and re-did the orderTHEY CHARGED MORE for the second orderEmailed them about thisNo responseReceived an email stating that my order had been cancelled againI ordered via a different companyReceived and email today stating that my order is ready for shippingNo contact email or details on the Australian websiteI am SO ANGRYDisgusting customer serviceTerrible terrible experienceNo one bothered to email me at allI have never had an experience like thisI will have to go via the credit card company to obtain a refund

Initial Business Response /* (1000, 5, 2015/01/20) */
Zazzle determined the customer emailed Zazzle's Customer Support Team with two separate points of contact (email address:***@gmail.com and email address associated with the customer's Zazzle Account: ***@cox.net)
Upon review, the customer initiated the Return Merchandise Authorization process with five separate cases under both email points of contact on 12/9/2014, 12/18/2014, 12/20/2014, 1/2/2015, and 1/7/Zazzle's Customer Support team received and responded to the customer's initial RMA requests on 12/18/2014, with a request for a digital image documenting the customer's concerns with regards to the product in question, as this can often expedite the standard return processZazzle sent another email for a digital image request to expedite the return process on 12/21/Zazzle received no response to the emails sent from Customer Support requesting the digital image, or any response to indicate that a preference for standard return instructions should be sent in place of the digital image requestDue to the value of the customer's order, as well as the return process Zazzle has in place, Zazzle is unable to complete the customer's return without receiving a response from the customer as to their desired wishesAs of 1/20/2015, Zazzle has reached out to the customer via both of the customer's email addresses to provide them with their return optionsZazzle is happy to take further action in processing the customer's return for a refund as soon as a reply is received

This company advertised glitzy & bling cell phone cases; so I was under the impression that I purchased two personalized rhinestone cell phone cases totaled to be $My items arrived in a timely manner; however, the cases was only a picture of rhinestones that's a covering you stick onto the back of your phone !!!...Not at all worth $or even $for that matterThen, they misspelled my daughter's nameThis website has an odd return process & it's unlike any other store I've ever encounterI followed the process by contacting customer service & requesting a return/refundCustomer service acknowledge my request via email and gave clearance for my return; but didn't enclose a "Return Address" to send the items back to themSince then, I've emailed this company several times seeking a Return Address in hopes of returning their poor quality products; and I haven't received any response from anyone from this companySince Christmas, the customer service line is closed for weeks for the holidays, but stated they will be accepting emailsAgain, no one has returned "any" of my emails seeking an address; so I can return their sorry products ! This company is a joke and I strongly advise everyone to stay clear of them !!!

Initial Business Response /* (1000, 5, 2016/01/06) */
The customer placed an order with Zazzle.com on 12/3/During check out of the order, the customer opted to take advantage of a day free trial of Zazzle Black, a yearly fee shipping programZazzle Black is a yearlong separate
service in which the customer pays a $onetime fee to receive unlimited Standard shipping for all orders placed within that yearThe customer must opt out of the service within the days during the free trial, to avoid the yearly fee of $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 contacted Zazzle via email on 12/3/with a request to cancel the order in questionZazzle cancelled the customer's order, but the Zazzle Black Membership is a separate service that would have still needed to be opted out of by the customerThe customer placed a second order on 12/3/2015, but cancelled it within the associated Zazzle account immediately afterWith regards to the membership in question, Zazzle's Customer Support team received and responded to the customer's membership inquiry on 1/3/with an explanation as to the service and the chargeAs of 1/5/2016, Zazzle has ensured the customer is unsubscribed from any auto renewal of the Zazzle Black MembershipThe customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future orderA refund has also been authorized for the customer's Zazzle Black Membership cost ($9.95) to be returned to the customer's original form of payment, and the customer was sent an email with the confirmation information as of 1/5/As the membership is typically not refundable, it may take up to business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department

Initial Business Response /* (1000, 5, 2014/07/11) */
The customer placed an order with Zazzle on 6/17/and selected Express shipping for the orderThe customer then contacted Zazzle via email on 6/19/expressing urgency regarding the deliveryDue to an unexpected delay, the
customer's order was queued for shipment after business hours on 6/23/Because of this, the customer's order did not get put into transit until 6/24/The customer's order delivered with Next Day shipping on 6/25/As compensation for the overall experience, the customer has been provided with a full order refund to the purchasing credit card on 6/26/An email was sent to the customer apologizing for the experience and explaining the details of the refundIn addition, the customer has also been provided a $Zazzle account credit that can be used towards any future purchase at ZazzleThis credit can be found ready for use in the customers Zazzle account

My fiancé ordered our wedding invitations from Zazzle and wishing a few days we received the shipping labels, but no invitations After sitting on hold with customer service for hours we were finally told that there was a production delay and they forget to tell us We received the invitations days after the conversation
Today, I just found out that it wasn't a production delay, there was a shipping issue Zazzle send mixed our order in with another order and send it to a customer across the country I only found out because that customer emailed us this morning After waiting for hours to talk to somebody after the first representative hung up on my fiancé, I expect to at least be told the truth about what happened instead of being lied to so they can avoid the problem Zazzle has no problem taking my money, I expect good customer service from a business I already paid

Initial Business Response /* (1000, 5, 2014/09/18) */
The customer placed an order on the Zazzle website on 8/12/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)
Unfortunately, the customer did not cancel the trial membership within the day timeframe, and as such, he was charged $for a year of service on 9/12/The customer contacted Zazzle on 9/15/via phone to inquire about the charge, at which time a Zazzle Customer Support Representative informed the customer of the membership and its terms and conditions, and provided the option of a Zazzle Account Credit for the cost of the membershipThe customer declined the offer at that timeUpon review of the customer's account, a refund of $for the cost of the membership has been issued to the customer's original form of paymentAn email has been sent as of 9/18/2014, informing the customer that due to the special accommodation for the refund process, Zazzle may need to contact him for additional information, and it may take 7-business days for the funds to be available, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
During the check-out process it is unclear and confusing (almost trickery), I provided my address and billing information, however, I never seen where you can "OPT OUT." After reviewing my monthly statement and seen they withdrew my fund, on 09/15/2014, I contacted Zazzle.comAt this time, I spoke with a representative, she told me that this is a non-refundable chargeI express to her that I do not want the service nor was I aware of the "Zazzle Black." Again, she stated this was nonrefundableAfter I made my claim on Revdex.com, I received and email from Zazzle.com on 09/18/
From Zazzle.com:
My name is ***, and I am an order specialist with Zazzle.comTypically, the Zazzle Black shipping membership is a non-refundable service, as mentioned in a previous email to you
Upon further review of your account, Zazzle will accommodate your request to cancel your Zazzle Black membership and issue a refund for the cost of the membership
Because this is a special accommodation, the cancellation and credit for the membership can take 7-business days, depending on the processing speed of your financial institutionPlease note, in certain situations we may need more information to process this request, you will be contacted via email if this is the case
Feel free to use the Zazzle Black Service for as long as it remains active within your accountHowever, please be advised that it may be disabled without further notice
Please let me know if you have any questions!
***
Customer Support Hero
Zazzle Inc
Incident Reference # CAS-XXXXXX-***
I happy and satisfied Zazzle.com will be able to refund the charges drawn from my accountAs of today, I still have not received my refundI would advise the company to clearly identify the Zazzle Black options on the website and make easier for a customer to choose to OPT OUT
Side note: the cards were less than impressive, I would have returned them but they were a gift

Initial Business Response /* (1000, 5, 2014/12/09) */
Zazzle.com is not affiliated, associated, authorized, endorsed by, and/or in any way connected with above complaint for Zact MobileThe official Zazzle web site is available at www.zazzle.comFor more information about Zazzle.com,
please see the following: http://www.zazzle.com/about

Beware of this website! When you check out they will sneak in a subscription to their Zazzle Black service without mentioning the fees associated with itThey'll wait until a year later when you have no idea and will then charge you for it, even if you haven't used itI notified them of the problem and the fact that I hadn't agreed to the charge within minutes of them putting it through and was told point blank that they wouldn't refund a penny, even though the service hadn't been usedI could understand it if I had actually been making purchases and saved money because of it, but I literally hadn't even logged on the site in a yearIt's completely dishonestI will not be purchasing anything else from this dishonest company, and would urge you to be careful of it as well

I became concerned when I had entered an order on 12/and it still had not shipped 12/ I emailed and received a prompt, (within hours) email in reply, advising me that when my order did ship the shipping would be upgraded at no additional cost to me Three days later, when it still had not shipped, I submitted a bad review, along with my concern, online I received a prompt reply to that complaint, a prompt shipping confirmation email, and they did indeed upgrade my shipping so that I had the item days after it shipped (It would have been days, but the carrier delayed it by day---not the fault of Zazzle) I received it on time to give as a gift as I intended, I am pleased with the quality of the items, and very impressed with the customer service

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle via email on 12/17/with a request for a replacement ornament for a defective one she receivedZazzle Customer Support received and responded to the customer's email on 12/30/14, with a replacement
authorization request to be shipped via an expedited courierFor the delay, and the customer's overall experience, Zazzle has also refunded the customer's full order as of 1/4/Refunds typically take 7-business days to post, depending on the processing speed of the customer's financial institution

I spent some time recently testing out zazzleAs an artist and designer it seemed a good way to make a few extra penniesUpload some artwork and hopefully earn some Commision Fortunatley I didn't get to involved before reading the small print in the terms and conditions Up to days to wait before any Commision made is paid and if your Commision amounts to less then a bucks likely when starting out you have to pay them for your money to be released to youIt was also likely that by loading your artwork onto the site you are giving them rights to use it with or without your permission Of course none of this is advertised on the site take a look for yourself I've picked out a few of the conditions I found most unfair but there are plenty of othersIt's a shame as most artist want to partner with a good printer but I don't think zazzle are looking for partners more free artwork supplied by an army of unpaid designers and artistsSave yourself the time and heartache contact some likeminded creatives and sell from your own websiteThe vast majority of work uploaded will never be seen by anyone and what is seen is so outrageously overpriced only a few well publicised artists are going to make anything other than peanuts

I have experienced great disappointment using the Dazzle website!!! I created products on their website through my Dazzle store I had planned to use those products on my website creating gift bags to sell my art image products through ZazzleIt took me two weeks of 8-hour days to link their products with my Zazzle store and my website *** The cart was directly connected with their websiteWhen my customers put one product in the cart and pressed the button, "Continue Shopping”, they were not allowed to return to my website to buy the rest of the products for the gift collection but had to stay on the Zazzle site There were no buttons to return to even my Dazzle store This caused great confusion!!! I called to find out what was going on and they told me that “We don’t have a way to get back to your site We can not link pour site to your site” I said, "What????? Why didn’t you tell me that before I started using your site as I had called and talked with a representative there? I wouldn't have joined your site I want to move all of my products off your site" I was furious My customers could have continued shopping on their site when they pressed "go to cart" and finished processing their order with me Then it occurred to me to see if they even had a list of other stores on their site offering products? No stores were listed They are doing advertising luring in unsuspecting designers who want a source for products for the website shops I want the public to be aware that it is a big scam to pull unsuspecting customers in I don't want anyone to go through what I just went through with all of the workIn addition, the products I ordered prior to my completing making the products were of poor print quality color and printed on cheap products such as the water bottle that they charged $forI hope that this report will help future designers!
I will do my best to see that others know about what your website is doing

Initial Business Response /* (1000, 5, 2014/12/02) */
The customer contacted Zazzle via email, with an RMA request to return her order for a full refund on 11/14/The customer was sent a reply by a Zazzle Customer Support Representative on 11/15/with the option to expedite the
return process by sending a digital image, documenting the customer's concerns as to the reasons for the returnThe email stated that if the customer could not provide a digital image, to please reply to that effect, and standard return information would be providedThe customer replied to that email on 11/17/2014, that an image could not be provided, with a request for standard return instructionsThe customer sent an additional email on 11/18/stating once more that she desired standard return instructions so that she may receive a full refundThe customer also contacted Zazzle via phone on 11/18/at which time she let the representative know that she could not provide a digital imageThe representative on the phone informed the customer of Zazzle's return processAn email was then sent to the customer on 11/18/with full RMA instructions outlining how the customer could make her return for the requested refund
In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support teamIn many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customerIf the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Zazzle for inspection before a determination can be made as to the state of the productZazzle will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a Zazzle representative to be defectiveFor all other cases, return shipping costs are the responsibility of the customerUnder no circumstance does Zazzle reimburse (or provide credit) for return shipping costs incurred by the customerIf a product is damaged or defective, the recipient must make arrangements with Zazzle support as to how the return should be handled prior to placing the items back in transit to Zazzle
Zazzle's return policy, including the aforementioned information regarding how to expedite the return process of a defective item with a digital image, is fully outlined and available directly on the Zazzle website, which may be found here: http://www.zazzle.com/returns
In the event a Zazzle defect is found in the customer's returned products, a full refund, including shipping cost, would be authorized to the customer's payment method, and notification via email would be sentA follow up email has been sent to the customer as of 11/28/2014, to inquire if the customer has initiated the return processAs of 12/2/2014, Zazzle did not receive a response from the customer, and for the customer's overall experience, Zazzle has waived the physical return of the order as a one-time courtesy, and has authorized a full refund to the customer's purchasing credit cardRefunds typically take 7-business days, depending on the customer's purchasing payment method
Initial Consumer Rebuttal /* (2000, 7, 2014/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

They are very easy to work withThey have good quality items and they get it to you quickly

Initial Business Response /* (1000, 5, 2014/06/20) */
The customer placed an order with Zazzle on 5/1/2014, and paid for the order with a Global Collect bank transferThe order was then cancelled on 5/2/due to the method of payment usedA refund does not occur automatically and Zazzle
must request additional information from the customer in order to process the refundA customer service representative emailed the customer on 6/12/with the request for the missing informationThe customer replied with the necessary information and a full refund has been expeditedIn addition to the full refund back to the customer's purchasing payment method, Zazzle has issued a Zazzle Account Credit for the full cost of the order into the customer's account for use on a future order if the customer chooses to do so
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not quite correct what Zazzle are sayingMy order was placed on the 1st May and not June and it was cancelled on the same day hour after placing it, due to an error on the design, no other reason
After numerous emails and your input, I eventually received a full credit to my bank accountthe credit of the same amount to my Zazzle account has still not materialised, despite me asking them for it days agoThankyou for your assistance, but their Customer Service is desperately and unnacceptably very slow
Final Business Response /* (4000, 9, 2014/07/11) */
Unfortunately, the customer's Zazzle Account Credit was initially processed to the wrong sign in domain and it available for use on the .com portalZazzle became aware of this error on 6/30/2014, and immediately placed the customer's Account Credit into the correct sign in domainThe customer's credit is available for use, and it can be accessed by signing into his account here: http://www.zazzle.co.uk/

Initial Business Response /* (1000, 5, 2015/08/12) */
The customer placed an order on 07/11/for customized stickers on the Zazzle.com websiteThe customer contacted Zazzle by e-mail on 07/17/to stating she was not satisfied with the stickers she designed on the Zazzle websiteThe
Zazzle Customer Support team replied to her e-mail on 07/18/with a request for images of the product she receivedThe stickers were produced exactly as the customer ordered them on the websiteZazzle produces all custom orders for customers exactly as they receive them inUpon the receipt of those images, the Zazzle Customer Support agent offered the customer either a reprint of the order or a Zazzle Account CreditOn 07/21/15, the customer replied back to the e-mail and stated she wanted a replacementHowever, since the customer's order required some modifications, Zazzle was unable to offer a reprint as a reprint would result in the same order she was not satisfied withThe customer was informed of this during a follow up e-mail on 07/22/from Zazzle Customer Support agentThe customer opted to accept the offer of the Zazzle Account CreditThe Zazzle Account Credit was issued on 07/23/and the customer was notified via e-mail that she did not need to return the order of stickers and that she could utilize the Zazzle Account Credit on a new order at her discretionThe customer then placed an order on 07/28/on the Zazzle website utilizing the credit that was issued and the order was shipped out on 7/29/
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zazzle in an email when I first sent photos that were requested had agreed the font was incredibly small and your couldn't even read what was said in the stickerZazzle says they give 100% satisfaction and also guarantees they can replace unused sheets of stickers which says so on zazzle.comI was offered a reprint from a csr then the next csr response from a different person revoked that offerThen finally after several emails of trouble I was offered a credit which I used
Honestly I wish I could upload photos of the original sticker I recieved to show you also that it wasn't even possible to read
I am much happier with the replacement

I waited on hold for more than minutes listening the insult to my intelligence message about high call volume leading to longer wait times (translation, we don't value your time and clearly have an inadequate number of customer service representatives) just to clarify that a customized product I was considering ordering would be customized as I wanted especially since I had not ordered from Zazzle before It does not matter what time of day you call including right at the start of the advertised hours of operation, the message is the same I was assured that the customized product I wanted to order would be Well, it just arrived and it was not As I write this comment, I've been on hold for more than minutes again! I'm considering canceling another order I have with Zazzle I most certainly will NEVER order from it again Almost defying comprehension, orders that I received as late as January included couples for 15% off future purchases Clearly marked on the coupon is an expiration date of 12/31/