Zazzle.com, Inc.

Zazzle does exactly what they say they will do if an order is placed and you are not Happy with it.
I had a Large Greeting Card arrive and it was bent-up by USPS.
I E-Mailed Zazzle and they refunded the order to my PayPal account instantly.
I placed the order again and changed the shipping to, Next-Day=Air.
It arrived UN-Damaged !!!

Initial Business Response /* (1000, 5, 2016/01/22) */
The customer placed an order with Zazzle.com on 12/1/2014. During check out of the order, the customer opted to take advantage of a 30 day free trial offer 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 1/4/2016 with regards to the membership in question. Zazzle's Customer Support team received and responded to the customer's email on 1/6/2016 with an explanation as to the membership. The customer expressed dissatisfaction and Zazzle authorized a one- time courtesy direct refund to the customer's purchasing payment method. Zazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black Membership. The customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
A refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment on 1/12/16. As the membership is typically not refundable, it may take 7-21 business days for the customer to see the refund applied to their purchasing payment method, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept but am still waiting for promised refund.

Initial Business Response /* (1000, 5, 2016/01/15) */
The customer placed an order with Zazzle.com on 12/20/2015 for address labels and photo cards. The order was shipped on 12/21/2015. The customer emailed Zazzle's Customer Support team on 12/23/2015 to express dissatisfaction with the...

cards, and expressed they would have to be used as the customer felt there was no additional time to mail the cards. Zazzle's customer satisfaction guarantee applies to all customers within 30 days of receipt of the product, that they have the option of keeping or returning anything ordered on the Zazzle.com website. Zazzle's Customer Support team received and responded to the customer's email on 12/28/15, and an agreed upon resolution for a replacement order was reached between the customer and the Customer Support Representative handling the email correspondence. On 1/5/16, the customer contacted Zazzle via phone, and informed the representative that her event was now passed, and the replacements were no longer necessary. The customer requested a refund of the purchased items, and a full refund of the customer's order ($75.56) was processed on 1/9/2015. The amount refunded included the cost of the labels, the cards, and the customer's shipping cost. Zazzle is unable to reimburse costs for anything outside of what the customer paid to Zazzle. For the customer's overall experience, Zazzle has authorized a $25.00 Zazzle Account Credit to the customer's Zazzle account, which may be used toward a future order if the customer chooses. This credit will not expire.

Initial Business Response /* (1000, 5, 2015/12/23) */
The customer affiliated with the provided order ID number contacted Zazzle.com via email, twice on 12/14/2015. The first case (CAS-XXXXXXX-M6Y2L7) was opened by the customer at 10:34AM PST with a request for a Return Merchandise...

Authorization. The second case (CAS-XXXXXXX-M6Y2L7) was created by the customer at 10:43AM PST with the same request for a RMA, on the same day. Zazzle received both inquiries on 12/17/2015, and a response was sent to the customer via the first submitted case with return instructions, including a pre-paid shipping label, to return the unwanted items. The email address associated with this inquiry is not the email address associated with the customer's Zazzle Account, and the email address [redacted]@gmail.com is not affiliated with any communication the customer has had with Zazzle.com. Zazzle is also unable to locate any social media inquiries for the above listed contact. For security purposes, Zazzle is unable to provide any further information regarding this account. Zazzle would advise the inquirer to check the email address associated with their Zazzle account, or contact Zazzle directly via phone at X-XXX-XXX-XXXX Monday - Friday 6AM - 6PM PST.

Initial Business Response /* (1000, 8, 2014/08/26) */
The customer placed an order for invitations on 8/6/2014 at 10:58:35 PM with Standard shipping selected as her shipping method. This shipping method takes 4-7 business days for time in transit. Invitation orders typically take 24 hours to...

manufacture, with shipping time in addition. At the outside, with the customer's chosen shipping method, she could have received the order as late as 8/18/2014, had the order shipped on 8/7/2014. The customer contacted Zazzle on 8/8/2014 via phone and email with regards to the status of her order. Because of the delay with manufacturing, Zazzle upgraded the customer's shipping method at no additional cost, from Standard to Express, and the customer's order was expedited. The invitations were queued for shipment on 8/9/2014 via an Express courier, and a delivery was confirmed on 8/11/2014. The customer has also been sent a coupon code good for 30% off a future order.

On Nov 25th I ordered a shirt to wear during the Christmas season. The confirmation email indicated I would get the shirt by Dec 6th. It finally arrived on Dec 27, a little late to wear for Christmas. Now they tell me I have two choices: go to the trouble and expense of sending it back or keep it and stop complaining. They've had my money for more than a month. That is not the way I expect to be treated. I would advise great caution when dealing with this company!

Initial Business Response /* (1000, 5, 2014/02/11) */
The customer placed an order on the Zazzle website. During check out 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 service in which the customer pays...

a $9.95 onetime fee to receive unlimited Standard shipping for all orders placed within that year. Zazzle offers a 30 day free trial of the program in which the customer can take advantage of the free Standard shipping on any order placed during that 30 day trial period. The customer must opt out of the service within the 30 days to avoid the yearly fee of $9.95. After the yearlong trial has ended 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 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.
As a onetime courtesy, Zazzle has issued a refund for the Zazzle Black membership.

Initial Business Response /* (1000, 5, 2015/11/02) */
The customer placed an order for an embroidered tote bag and an embroidered hat on 6/17/2015. The customer's order experienced an unforeseen delay, and the order was shipped 8/13/2015. Upon receipt of the order, the customer contacted...

Zazzle via phone on 8/19/2015 as she received her hat, but she did not receive the tote bag. For the delay the customer experienced, as well as the missing tote, Zazzle authorized a Zazzle Account Credit for $42.77 that the customer could use toward any future order, if desired. This credit is available in the customer's account, and it will not expire. Zazzle authorized a replacement tote to be sent to the customer, but this was later determined to have not arrived. Per the customer's request, a refund for the missing tote bag was authorized to the customer's purchasing payment method on 10/21/2015. Refunds typically take 7-21 business days to post to a customer's account, depending on the processing speed of the customer's financial institution. For the customer's overall experience, including the delays, Zazzle has authorized a refund for the remaining balance of the customer's order as of 11/2/2015. To be clear, the customer has been refunded in full for the order placed on 6/17/2015, and the customer also has an account credit available for use on a future order if desired.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am hopeful the refund will come through as the last time they promised a refund they took it back. If they do indeed refund the entire order I will be very satisfied with the outcome but disappointed I had to go through so much for a tote I ordered to support a tortoise rescue organization.
Thank you.

I ordered this button and signed up for their Zazzle Black membership to get it faster for less. They emailed me about 6 days later to tell me that they canceled my item due to quality control. I purposely made my item the way that it looked. It states that you can design the button that I ordered how I want so I'm perplexed on why that changed.

Their call center is ridiculous. When you call you are basically placed on hold for a long period of time. There is no time frame or no number to tell you what your place is in their queue. I emailed them and gave them my order number and best email to contact me at then stated that they couldn't help because I didn't give them my email from the account. Then why ask for the best email to reach a customer? They take forever to reply back.

The lady who answered the phone stated one thing then a minute later changed what she said. I'm extremely disappointed in their service and will never order from them in the future. Very unprofessional. You pay for a speedy service and you don't get it.

Initial Business Response /* (1000, 5, 2015/08/17) */
The customer placed an order with Zazzle.com on 06/26/2013. 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 Customer Support by phone on 07/31/15 and was advised that she had signed up for the Zazzle Black program in 2013. At that time, a refund of $9.95 was issued for the most recent charge on 07/29/15. Unfortunately, Zazzle is unable to issue any further refunds due to the length of time that has passed ** accordance with our financial institution. Zazzle also opted the customer's account out of any auto renewal. The customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If that was made visible to me at the time of purchase I would not have agreed to it. Why was I told it would take 45 days for reimbursement and it was placed back in immediately when reported? I would still like my other 9.95 back that was stolen from me the first year. It was done without my knowledge therefor under deceptive circumstances. Very grateful for the fast action of the Revdex.com. This kind of thing should not be allowed!
Final Business Response /* (4000, 9, 2015/09/02) */
As a onetime courtesy, Zazzle has issued another refund for the Zazzle Black membership charge of $9.95 that she was charged in July 2014. Since this is typically a non-refundable service, it can take up to 45 days for this refund to be processed. Zazzle also opted the customer's account out of any auto renewal. The customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time.
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will never shop at Zazzle again and if it not reimbursed I will notify the Revdex.com. Why would it take 45 days? It is taken out quickly.

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order for a shirt on the Zazzle website on 09/18/15. The item she ordered has a manufacturing time of 3-5 business days. The customer contacted Zazzle Customer Support by phone on 09/24/15 to inquire about her...

order. Zazzle has two locations for Customer Support, Ireland and California (Zazzle's headquarters). During her first phone call, she spoke to a Customer Support Representative in Ireland as well as one of the supervisors for Ireland's Customer Support team. The customer would also want to keep in mind, the time difference between the two locations. The customer then called later and spoke to a Supervisor at the California location. Zazzle's Customer Support Team cannot unfortunately contact our Production Department by phone. Zazzle's Customer Support and Production facilities are located in separate locations. Zazzle Customer Support communicates with the Production Team via e-mail. The customer's order was shipped on 09/24/15 with Express shipping 4 business days after the order was placed. According to the tracking information, the customer received the order twice and both orders were delivered on 09/25/15 meeting the customer's deadline she mentioned, 09/26/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all you are leaving out a lot of things and your info. is not entirely correct. You left out that after having to place a 2nd call because I'm in America and so are you but I reached a foreign country that could do nothing, resulted in then having to wait another 5 hours to hear back from the person I contacted in California because I guess it that takes that long to send and receive an email in your company! The lack of your ability to obtain an answer via e-mail as to the status of the order was the problem. Which brings to the point that you have yet to explain, how its humanly possible for a department, that never gave an answer, is unreachable by phone. Telling your customers there is no answer from your co-workers after an entire workday has passed ** unacceptable.

Further, the fact that you sent not 1 but 2 of the same order is indicative of the lack of organization and communication problems. The same order was sent days after the first one and didn't arrive until 9/28. Either way, why would you send the same order twice on the same or days apart?!
I did not accept the 2nd order and it was returned.
Final Business Response /* (4000, 9, 2015/10/21) */
Zazzle certainly apologizes for any inconvenience or disappointment the customer experienced. Zazzle sent out another order to try and accommodate the customer's request to have the item by her deadline. Zazzle has issued a full order refund for her experience. The customer can expect to see this refund in the next 7-21 business days depending on the processing speed of her financial institution.
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/07) */
The customer placed an order on 01/23/14 for customized business cards. Unfortunately the product did contain a misspelled word. The customer contacted the Zazzle Customer Support Team on 02/04/14 and was offered either a Zazzle Account...

Credit or a refund for the order. The customer did not respond to the e-mail. Zazzle reached out to the customer via phone. An RMA (Return Merchandise Authorization) was issued immediately and the return of the original order was waived. The customer accepted the account credit and placed a new order for the correct business cards. The customer also was given a promotional code for use on a future Zazzle order.

This is the worst company. They estimate a shipping date and items do not get shipped on time. They do not update customers as to when their order will be shipped. All they do is say"we are busy making your order". Never buy from them. Very disappointed. Poor business practice.

Initial Business Response /* (1000, 5, 2015/07/16) */
The customer has been in ongoing communication with Zazzle.com via email since 4/13/2015, with a request to close their Zazzle account and to be issued a payment for the cleared earnings in the account. Zazzle is unable to authorize a...

payment for the customer's cleared earnings, until all of the information has been provided in the customer's earnings page matches the information the IRS has on file for the customer. The customer can access their payments setting page here: https://www.zazzle.com/my/earnings/paymentsettings
For confidentiality purposes, neither Zazzle nor the customer can view the Tax ID number in full once the payment settings have been saved. As only the last four digits of the customer's Tax ID number are visible, Zazzle recommends the customer go into their payment settings to delete all characters in this field, re-enter it to ensure there are no typos or missing numbers, and save the updated information. Zazzle also recommends the customer contact the IRS directly, beforehand, to ensure that the customer's EIN matches what the IRS has on file.
Once the customer's information has been input correctly, and it is verified matching with the IRS, Zazzle will be able to release the customer's payment in their next payment cycle.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the Revdex.com can see, Zazzle did not bother to read my complaint. Please note that their generic response letter does not address my complaints and does not attempt to resolve the issues. Again, I have checked my Tax ID number multiple times. There are NO typos or missing numbers. The official letter from the IRS that included the TAX ID number for my corporation was verified by my accountant and myself multiple times. I never made any error. It has been more than 3 months, and Zazzle is pretending it is not their fault. The lack of ethics this company is very alarming. Zazzle refuses to take responsibility for their mistake. I am tired of talking to and emailing this dreadful company. I have documented proof that Zazzle promised me they sent me the check. I spoke to many customer support employees who ended up making false promises to me. They tried to use delaying tactics, so that I would give up and/or forget about my check. If Zazzle does not give me my rightfully deserved money, I will escalate to reporting Zazzle to the California Department of Consumer Affairs for fraudulent business practices. I tried multiple times to resolve this issue in an amicable manner, but Zazzle refuses to comply. As many unhappy customers have done before, I will also tell about the horrible experience that I had with Zazzle via social media and company review websites. There are laws in California that protect people when they review companies. I will inform how Zazzle treats it's customers and how it takes their money. I am will also notify the appropriate government agencies, Zazzle's deceptive business practices. Zazzle may think they can just reply with generic responses and forget about the terrible problems they cause, but I am a consumer who has been wronged, and I will not cease to pursue my rightful claim.
Final Business Response /* (4000, 9, 2015/07/21) */
Zazzle is unable to issue a payment to the customer if it has been determined that the information the customer provided in the EIN field does not match what the IRS has on file.
For confidentiality purposes, neither Zazzle nor the customer can view the Tax ID number in full once the payment settings have been saved. Zazzle is including an attachment to display what is visible to both Zazzle and the customer. To be clear, neither Zazzle nor the customer can verify in full, the characters that have been encrypted to determine if any typos or mis-entered information have occurred. The information that was submitted by the customer as it stands, was declared not a match by the IRS. Zazzle recommends the customer go into their payment settings to delete ALL characters in this field, re-enter it completely to ensure there are no typos, incorrect, or missing numbers, and save the updated information. Zazzle also recommends the customer contact the IRS directly, beforehand, to ensure that the customer's EIN matches what the IRS has on file.
Zazzle is more than happy to authorize the payment, once the customer's information clears with the IRS. Unfortunately, until that time, the customer's funds cannot be released. The customer has been provided this information multiple times.
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As shown, Zazzle has a generic response saved on their computer which is used incorrectly for this case. The Federal Tax ID was used to file my corporate taxes without any difficulties or concerns from the IRS. Zazzle is obviously having computer problems accepting that my tax id is correct, and instead of fixing them and sending me my money, they don't want to take blame. I will continue demanding my legally earned money via multiple lawful means. I have indisputable evidence that my Tax Id is correct and that Zazzle failed in the basics of customer support.

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer placed an order (XXX-XXXXXXXX-XXXXXXX) for multiple apparel items on 9/11/14. The amount of this order was $166.54. This order was shipped on 9/12/14 in all of its entirety, and it was never canceled. The customer placed...

another order (XXX-XXXXXXXX-XXXXXXX) on 10/19/14 for multiple apparel items. The amount of this order was $117.39. Zazzle would love to print every design that customers order. However, Zazzle must abide by all applicable U.S laws and standards, as well as the content guidelines and copyright policies that Zazzle has also put into place. One of the items in the customer's order was in violation of Zazzle's content guidelines due to copyright related to the Minecraft design. Zazzle's Acceptable Content Guidelines can be found here: http://help.zazzle.com/articles/support/ar143/
Held funds generated from a placed order are typically set aside for the order, but not processed. They are then released upon the cancellation of the order. The customer may have seen a pending or processing transaction following the order placement and 7-10 days from the cancellation, but when an order is canceled, the transaction would roll off. The customer has been informed of the held funds/cancelation process by Zazzle's Customer Support team via email on multiple occasions, and that she would not actually see a charge for the $117.39 for the canceled order. To be clear, the customer was never charged by Zazzle.com for her canceled order, XXX-XXXXXXXX-XXXXXXX.

Initial Business Response /* (1000, 6, 2016/01/29) */
The customer was provided standard Return Merchandise Authorization instructions, including a pre-paid label to return the order in question. The customer's return was delivered by the courier to Zazzle's returns facilities on 1/13/2016....

Zazzle has verified the customer's returned shipment, and a full refund was authorized to the customer's purchasing payment method as of 1/28/2016. Refunds typically take 7-21 business days to become available, depending on the processing speed of the customer's financial institution. Zazzle has confirmed the customer's refund details as of 1/28/2016 via email.

This was my first time shopping Zazzle. I purchased two personalized pacifiers and I never recieved them. The tracking info showed a mailing label was created online for USPS and the package never arrived at USPS. How completely unprofessional. I reached out and I was told I could get a refund to my Zazzle account or PayPal. I respond please credit my PayPal. I get an email response saying we have refunded your Zazzle account. That is not what I requested as I never intend to shop Zazzle again. I am shocked by the level of disorder and unprofessionalism.

Initial Business Response /* (1000, 5, 2015/01/08) */
The customer placed an order for three pillows on 12/21/2014. The customer emailed Zazzle with a request to modify the order on 12/22/2014. Once an order has been processed and submitted for production, Zazzle does not have the ability to...

modify an order. The customer's order was queued for shipment on 12/23/2014. Zazzle received and responded to the customer's email request on 12/28/2014, with a request that if the information provided did not answer their question or provide the needed assistance, to please reply directly to that email. Zazzle received a separate email inquiry requesting a Return Merchandise Authorization on 1/2/2015. Zazzle's Customer Support Team received and responded to the customer's email request on 1/8/2015 with confirmation of the customer's desired request for a refund. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. Zazzle has also waived the physical return of the order. The customer may keep, donate, or discard the pillows at their discretion.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/06) */
The customer contacted Zazzle via email on 11/25/2014 with a request for customer support. Zazzle's Customer Support team replied to the customer's email on 11/27/2014 with a request that the customer please reply to their email with...

their question(s), and Zazzle would be happy to assist them further. Zazzle received no further replies or inquiries from the customer. As of 1/6/2015, Zazzle reached out to the customer via email ([redacted]@yahoo.com) with a request for more information, and included a forward of Zazzle's previous support email for the customer's records. Zazzle has also provided a resolution option of a replacement, a refund, or a Zazzle Account Credit, and has requested the customer reply to the email as soon as possible. Zazzle will happily assist the customer with any concerns they may have regarding their order, once a reply is received.

Initial Business Response /* (1000, 5, 2015/03/18) */
The customer placed an order for return address labels on 12/2/2014. The customer contacted Zazzle via email on 12/17/2014, 12/18/2014, and then again on 12/23/2014 to inquire about the status of their order. Zazzle Customer Support...

received and responded to the customer's email on 12/29/2014. The customer's order was shipped on 12/3/2014 and confirmed delivered on 12/10/2014 with USPS tracking number: XXXXXXXXXXXXXXXXXXXXXXXXXX. As of this date, Zazzle Customer Support has not yet received a response from the customer. For the customer's overall experience, a full order refund has been processed to the customer's payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will except a full refund, I have received several emails from you but none addressing my order. It was a wine bottle lable that said "from the Cellar of [redacted] it savgioun label. My bill was $19.19 , I thank you in advance for your prompt attention in this matter.
[redacted]