Zazzle.com, Inc.

Initial Business Response /* (1000, 5, 2014/12/23) */
The customer placed an order with Zazzle.com.br (Brazil domain) to ship to UruguayUnfortunately, the customer's order did not deliver in the promised timeframe, and Zazzle as well as the courier would consider the package lost in
transitThe customer emailed Zazzle with a request for a full refund as the product was no longer neededZazzle confirmed and authorized a full order refund for the lost in transit parcel, and this was processed to the customer's purchasing payment method (PayPal) on 23/12/Refunds typically take 7-business days, depending on the processing speed of the customer's financial institutionAn email confirmation of the refund was sent to the customer on 23/12/
Initial Consumer Rebuttal /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company offered to deliver the item or have a full refundI chose a full refund as I no longer required the itemThe have said the money will be back in my account in 7-working days

Did not have good experience with Zazzle, their website is not user friendly and you cannot order by phone An order finally placed for Christmas was delayed Still do not have order Will never use this company again

Initial Business Response /* (1000, 5, 2015/07/16) */
The customer contacted Zazzle.com via email request for a return authorization on an order of postage stamps on 6/1/Zazzle received and responded to the customer's email on 6/4/and issued the customer a pre-paid return shipping
labelThe customer's return shipment tracking information indicated the customer's package was received on 6/10/Returned packages are processed by Zazzle's Returns Department as swiftly as possible, and the customer's desired resolution is then expeditedThe customer contacted Zazzle.com via email on 6/29/with a status update request on the returned orderZazzle expedited a request to process the customer's return, and Zazzle confirmed the customer had returned all of her original order on 7/1/The customer was messaged with the information that a refund had been authorized and requested for the full order amountRefunds typically take 7-business days, depending on the processing speed of the customer's financial institution
With regards to the $charge, during check out of the customer's 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 was informed of the charge and its details concerning the Zazzle Black Membership in the email reply from Zazzle's Customer Support Team on 7/1/In that email, the customer was provided two resolution options with a request from Zazzle that the customer please reply with a choice from one of those optionsThe customer did not acknowledge the options provided, and no further action was taken for that inquiryZazzle did unsubscribe the customer from the Zazzle Black Membership, and no further charges will occurThe customer will have access to the unlimited free standard shipping in the customer's Zazzle Account until 6/3/
For the customer's overall experience with regards to the delay in the return shipment processing, Zazzle has authorized a $Zazzle Account Credit to the customer's Zazzle Account, to be used on a future order if the customer choosesThis credit is available in the customer's account now, and it will not expireZazzle has also issued the customer a courtesy free Express shipping code, to be used toward a future order as wellThe customer was messaged the information regarding the credit and the shipping code via email on 7/16/

Initial Business Response /* (1000, 5, 2015/01/13) */
The customer contacted Zazzle via email on 1/5/2015, and by phone on 1/7/2015, expressing dissatisfaction with the order placed on 12/16/2014, due to a possible defect with the order's designThe customer also provided Zazzle with
digital images of the received productZazzle determined that the customer's design contained a white border issue, submitted at the time the order was placedAs Zazzle produces all orders exactly as they are submitted, this resulted in the final product printing true to the submitted designAs this issue could not be fixed without a new and updated design submitted in a brand new order, Zazzle offered the customer a Zazzle Account Credit for the cost of the order, as well as providing the customer with a 30% off coupon code, and a $off code, to be used for the new orderThe customer accepted the offer on 1/9/2015, and Zazzle had a Customer Support Representative specializing in order placement, attempt to reach the customer via phone to place a new order with an updated designThe customer was unavailable after two attempts from Zazzle's Phone Order Team, and an email was sent to the customer on 1/13/with the Account Credit and promotional code informationZazzle requested that if the customer needed any further assistance in placing the new order, to reply directly to that emailAs the customer provided digital images of the product from the original order, Zazzle has waived the physical returnThe customer does not need to return the order, and it may be discarded at the customer's discretion

Initial Business Response /* (1000, 5, 2014/09/10) */
The customer placed an order for a t-shirt on 8/23/Zazzle lists the product details for all products directly on the product pageFor the shirt style the customer ordered, a notation is made in the product details that specifies
that the sizes for that particular style runs small, and Zazzle advises to order up one to two sizesA size chart indicating measurements for the item in question is available for all shirt styles, and it can be viewed in the size selection dropdown menu prior to adding the item to the shopping cartThe customer contacted Zazzle via email on 8/28/2014, indicating dissatisfaction with regards to the shirt style and sizing that was orderedA Zazzle Customer Support Representative replied to the customer's email that same day with an offer to replace the customer's shirt on a different style or size shirtThe customer responded that she had ordered the largest size availableThe Customer Support Representative then let the customer know that Zazzle has several styles of shirts available, and she was welcome to choose from a vast selection of options, also providing a direct link for the customer to review the styles, if she did want the option of a replacement free of chargeThe customer then wrote back via email indicating that she did not want to replace the shirt, again expressing dissatisfaction with the sizing of her original order, and requested a refund for her orderZazzle confirmed via email a full refund would be processed on 8/29/2014, and as a courtesy, waived the physical return of the customer's orderThe customer was informed that the refund would be available within 7-business days, depending on the processing speed of the customer's financial institution
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company only issued the full refund after I told them I had opened a complaint with Revdex.comI shouldn't have had to file a complaint to get the refundBeware, they are crooks and will never shop there again

Initial Business Response /* (1000, 5, 2015/01/05) */
The customer contacted Zazzle.com via email on 12/18/14, with a request for a refund on an item she returnedPer Zazzle's return policy, Zazzle accepts returns for all orders within days of receipt, but customers must contact Zazzle
via email or phone to request a Return Merchandise Authorization number prior to making the returnReturns sent back to Zazzle without first initiating this process may be subject to a rejected returnZazzle Customer Support received and responded to the customer's request on 12/29/14, with a request for more information as to the return that was madeTo date, Zazzle has not received a response from the customerZazzle has also determined the customer has two separate Zazzle accounts associated with two separate email addresses, and the customer has been emailing Zazzle under both addresses, resulting in a delay with the resolution processThough Zazzle has not received a response to their email, a refund has been made to the customer's purchasing payment method for the returned itemRefunds typically process within 7-business days, depending on the processing speed of the customer's financial institutionThe customer has been sent an email to the account associated with the order (***@yahoo.com) as of 1/4/regarding the refund and Zazzle's return process

Initial Business Response /* (1000, 5, 2015/01/06) */
The customer contacted Zazzle via email on 12/16/2014, 12/18/2014, 12/22/2014, and 12/26/with a request for a Return Merchandise AuthorizationZazzle Customer Support received and responded to the customer's email on 1/5/and
processed the return to issue a full order refund to the customer's purchasing payment methodRefunds typically take 7-business days to post, depending on the processing speed of the customer's financial institutionZazzle has also waived the physical return for the order, and the customer does not need to return the itemsFor the customer's overall experience, and in addition to the full refund, Zazzle has placed a $Zazzle Account Credit into the customer's Zazzle Account, for use toward a future order of the customer desiresThis credit will not expire

Initial Business Response /* (1000, 5, 2015/04/15) */
The customer placed an order for custom business cards from Zazzle on 3/11/The customer contacted Zazzle.com via phone on 3/31/2015, to express concern that the order had not yet been receivedZazzle's Customer Support team
determined that the order could be treated as lost in transit during the callZazzle then offered and initiated an immediate replacement request to be sent with an expedited courier, and the replacement order shipped 4/2/(UPS Tracking 1Z888YXXXXXXXXXXXX)Per the courier's tracking information, an attempted delivery was made on 04/06/2015, but the customer was not availableThe courier also determined that the customer requested a delivery change, and the package was routed to a UPS Access Point, awaiting customer pickupAs of 4/15/2015, the customer had not picked up the replacement package as they had arranged with UPSZazzle has reached out to the customer via email as of 4/15/15, to verify they have received their packageIf not, Zazzle will be happy to provide further instructions or resolution options via email
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/30) */
The customer placed an order with Zazzle on 5/29/and selected Standard shipping, which takes 4-business days after the order is manufacturedThe customer's order was queued for shipping on 5/29/The customer then contacted
Zazzle via email on 6/13/to inquire the order's whereabouts, as it had not yet been receivedZazzle sent an automated email to the customer on 6/17/to inform the customer of a delay with regards to our email response times, due to a recent change in technology providers and the unexpected technical difficulty that was experienced as a resultZazzle also included basic order tracking information in the automated emailDue to this change, a higher than expected call volume was also experienced, resulting in longer than usual hold timesZazzle's records currently indicate the customer's order was delivered successfully via USPS on 6/17/As the order took longer than the 4-business days stated on the website for Standard shipping, and for the delay the customer experienced when she tried to contact Zazzle for a resolution, a full order refund has been processed as of 6/24/An email has been sent to the customer informing of the refund request, as it will take 7-business days for this to be reflected by the customer's financial institutionAs compensation for the overall experience the customer has also been provided with a $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.)
a fair resolution was reached

Awful awfulMy order has not been delivered as promisedI have spoken to people, who can't give me an answerCan't even tell me when the order will be made/shippedI have been put on hold for plus minutes with out of the peopleEmail reply is always the sameWill never order again from this company

Initial Business Response /* (1000, 6, 2015/08/13) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the
print placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shippingAs of 8/the designer has confirmed that she will accept the resolution and place a new order for her customer
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Two reasons why I am responding "NO." I have an attachment to submit of a screenshot that shows exactly why for the 1st reason however I do not see where to attachPlz let me know how I may do this however in place of that screenshot as I process the order for my customer and get to the place of checking out so the t-shirt can be made for her Zazzle is requiring I pay for thisThe 2nd reason is because I have requested two or three times for the discount code that they keep referencing in emails and so far I have not rec'd this code
Final Consumer Response /* (3000, 17, 2015/09/09) */
Today is the 7th and there has been not response from ZazzleI will not consider this closed as they did not address the issues I had using the credit they supposedly issued AND they did not address the complaint regarding the stamps that you combined with my first complaintObviously they are completely ignoring this entire processThat said I would like this to go on their Revdex.com record made public for all who check what the outcome wasAnd I'd like to add some comments about this for public viewingHow do I make all this happen?
I await your instructions,
*** *** ***
Final Business Response /* (4000, 24, 2015/09/23) */
The designer contacted Zazzle on 07/27/to let them know that another customer had purchased an item from her Zazzle StoreThe purchasing customer reached out to the designer directly to let her know that she was not happy with the print placement of the shirtWhen the designer contacted Zazzle, it was explained to her that the item was produced and shipped to the customer according to how it was designed on the websiteZazzle's customer support team let the designer know that she would need to redesign the product to adjust the print placement of the image on the shirt
Zazzle committed to standing by their return policy and advising the designer that the customer would need to contact Zazzle directly for further assistance with a refund/ account creditThe designer declined the option to have her customer contact Zazzle for further assistanceThe designer was then provided the option of having a Zazzle customer support agent contact the customer to further assistThe designer also declined this option as wellMultiple attempts were made by Zazzle to speak with the customer via phoneThe customer declined and requested to communicate via emailZazzle issued an account credit to the designer's account on 08/13/The account credit was for the value of the apparel itemIn addition, to the credit the designer was also sent a promotional code for free standard shipping
On 8/the designer confirmed that she would accept the resolution and place a new order for her customerAs of today, the credit remains in the designer account, and the designer has confirmed that she finally received the promotional code for the free shipping on the reorderThe designer has everything needed to proceed with her requestThe offer still stands to assist designer with a phone order by a Zazzle agent if she requires additional assistance
For postage, Zazzle will allow religious themed designs, however religious text such as a Biblical verses are not permittedZazzle is an approved licensed vendor with the United States Postal Service and we must make sure that we abide by their guidelines

Initial Business Response /* (1000, 5, 2015/06/04) */
The customer placed an order with Zazzle.com on Saturday, 5/16/2015, and emailed Zazzle's Customer Support Team on 5/16/with a request to cancel the orderThe customer also emailed on Sunday, 5/17/2015, and three more times on
5/18/Zazzle's business hours of operation as listed on the Zazzle.com website are for email Monday - Friday 3AM-6PM PST, or phones Monday - Friday 6AM-6PM PST (http://www.zazzle.com/about/contactus)The customer called Zazzle on Monday, 5/18/at 2:05PM PST, and spoke to a Customer Support Representative with regards to the order she had placed over the weekendAs the customer's order was queued for shipment at 5:21AM PST that morning, Zazzle did not have a way of fulfilling the customer's request to cancel the orderZazzle's Customer Support Team offered the customer a pre-paid shipping label to return the unwanted order, but a return would have to occur in order for a refund to be processedThe customer declined acceptance of a shipping labelThe customer did not alert Zazzle her intention to refuse the shipment, nor did Zazzle receive any further communication from the customer beyond 5/18/Zazzle has determined the customer refused the package on 5/19/2015, and the package was returned to sender on 5/22/Zazzle's returns department has processed the return as of 6/4/2015, and a full refund has 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

My grandson is a history buff so I purchased some items for his birthday that is coming soonI know he will love the things I purchased and I am glad I found a place to buy tees, mugs, and pictures of the people in history that he admiresShipping went really wellI got everything on the day that it was expectedEverything I purchased was of good quality and I was pleased with my purchaseI know I will be buying from Zazzle again

Initial Business Response /* (1000, 6, 2015/12/08) */
The customer placed an order with Zazzle.com on 10/22/2015. During check out of the order, the customer opted to take advantage of a 30 day free trial of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate...

service in which the customer pays a $9.95 onetime fee to receive unlimited Standard shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming year. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle via email on 11/30/2015 with regards to the membership in question. Zazzle's Customer Support team received and responded to the customer's email on 11/30/2015 with an explanation as to the membership, as well as an offer for a Zazzle Account Credit for the cost, as the membership is typically non- refundable. The customer expressed dissatisfaction with that resolution option, and Zazzle authorized a direct refund to the customer's purchasing payment method, as a one-time courtesy. Zazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
As of 11/30/2015, a refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer has been sent an email with the confirmation information. As the membership is typically not refundable, it may take up to 45 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 Consumer Rebuttal /* (2000, 8, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Easy to use website - customer service was great, quaility of the product is superior, product was delivered safely and promptly

Initial Business Response /* (1000, 5, 2014/07/11) */
As stated on the customer's payment settings page, the customer must provide the full name, address, phone number, and tax information in order to qualify for payment of earned royalties. For PayPal, which is the customer's preferred...

method to be issued payment, this information must match the PayPal account. For checks, the full name will be used as the payee name and mailing address. The disclaimer on the payments setting page states, "All information must match the legal information on file with the tax information provided or you will not receive payment!" Upon review of the customer's account, Zazzle noted the customer was missing a last name in the name field. The customer has been provided an email as of 7/1/2014 explaining this and it also included instructions on how to modify his payment settings. Once the customer's settings are updated, the customer will be eligible for payments that meet the threshold for an automatic payment after the next earnings cycle (30 days). For PayPal there is a minimum threshold of $50.00 to be paid automatically. In addition, the customer has the ability to delete or hide any or all of the products located within his Zazzle store at any time through his Zazzle account. The customer also has the ability to delete all of the private images stored within his Zazzle account as well. We will attempt to reach out again to explain that we have a team that is readily available to help him through any of the information stated in this response.
Final Business Response /* (4000, 10, 2014/08/06) */
The customer updated his payment settings as of 7/11/2014 to reflect the necessary information needed to issue the earnings payment in his Zazzle Account. To date, the customer is scheduled to be paid via his PayPal account no later than 8/15/2014 with the next payment cycle.

Initial Business Response /* (1000, 5, 2014/04/29) */
The customer contacted Zazzle on 4/7/14 with a request to return order XXX-XXXXXXXX-XXXXXXX due to product dissatisfaction. The customer was sent a response on 4/8/14, which offered a resolution option of a Zazzle Account Credit, or a...

direct refund to the purchasing credit card, and a request to provide a reply to the email of the desired resolution. The customer responded on 4/16/14 asking for an RMA number. A response was sent to the customer on 4/16/14 letting her know that we issued an RMA and a refund per her request. She was also informed that the physical return of the product was waived and that she did not need to return the product in order for Zazzle to issue the refund. The refund was issued on 04/16/14.

This is, by far, the worst company I have ever worked with! I have been working with Zazzle on the creation of an invitation for my daughter's Bat Mitzvah. They have consistently issued sub-par products and delayed times on shipping. I paid for 2 day shipping and was told that it would take 10 days for my product to arrive. This happened 3 times. There was no reason for the product to arrive late! I would never recommend this product to anyone. Spend the extra money and work with a designer that you can hold responsible for any mess ups. This company takes no responsibility and has delayed my invitations too many times.

I placed an order on May 13th, 2016. I contacted this company on May 21st regarding the order I still had not received. I was told the order was still being processed. I contacted the company by phone on May 25th to cancel order due to length of time it was taking, I was told the order was manufactured and ready to ship. I was even told they would expedite the shipping. Well today I receive an email stating that one of the items I ordered was no longer in stock. The Rep I spoke to on the 25th lied to me. Needless to say, I will never order from this farce of a company again, nor will I refer anyone to them.

Initial Business Response /* (1000, 5, 2015/05/11) */
The customer has been in ongoing email and phone communication with Zazzle.com Customer Support since 2/25/2015. When a refund is processed, Zazzle can only return the funds to the customer's original payment method, and the customer's...

refund was processed on 3/30/2015. The customer expressed concern because the original payment method had been cancelled, and she requested a payment via a different method. Zazzle informed the customer this was not possible, and referred her to her financial institution. As of 4/29/2015, the customer was additionally provided the refund transaction ID number, so that she could provide this information to her financial institution. The following information was provided to the customer:
Transaction ID: [redacted]
Timestamp: [redacted]
Transaction Type: Credit
Tender Type: Visa
Credit Card Number: [redacted]
Credit Card Expiration: [redacted]
Amount: 32.05 USD