Zazzle.com, Inc.

Initial Business Response /* (1000, 6, 2015/01/09) */
The customer contacted Zazzle via email on 12/31/2014, 1/2/2015, and 1/5/2015, as she received the wrong order. Zazzle Customer Support received and responded to the customer's email on 1/9/2015, authorizing a full order refund to the...

customer's purchasing payment method. Refunds take 7-21 business days to post, depending on the processing speed of the customer's financial institution. Zazzle also initiated an immediate replacement request to remake and reship the customer's order with an Express courier. Zazzle will continue to keep the customer informed on the replacement order status, and the customer will receive an email confirmation with a new tracking number once this ships. The customer has been advised to discard the mis-shipped order. For the customer's overall experience, Zazzle has also authorized a $25.00 Zazzle Account Credit to the customer's Zazzle account, to be used toward a future order if the customer desires. This credit will not expire.
Initial Consumer Rebuttal /* (2000, 8, 2015/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe the response is fair. I hope that if I choose to order something from them again my experience would be different.

Initial Business Response /* (1000, 5, 2014/07/23) */
The customer placed an order with Zazzle on 6/26/2014 for invitations. Due to an unintentional customization error by the customer, the design intended for a vertical printing format was turned horizontal. Zazzle produces orders exactly...

as they are submitted on the website, and the customer received the order with the customization issue. As 100% customer satisfaction is Zazzle's highest priority, all customers have return options within 30 days of an order's receipt. The customer contacted Zazzle on 7/3/2014, 7/7/2014, and 7/8/2014, via email with a request for assistance. Due to unexpected volume and longer than anticipated response times, the customer received an email from a Customer Support Representative on 7/12/2014 with options for a Zazzle Account Credit to reorder with a fixed design, and a waived physical return of the original order. The customer accepted the Zazzle Account Credit on 7/14/2014, and this was placed into her account for reordering purposes. The customer placed a new order on 7/14/2014 using the Zazzle Account Credit. This order delivered on 7/21/2014. As compensation for the delay, and the customer's overall experience, a refund for the additional funds the customer paid on her reorder (not covered by the account credit) has been issued to her purchasing credit card for the amount of $33.47. The refund will take 7-21 business days to process, depending on the customer's financial institution. A courtesy Zazzle Account Credit for $50.00 has also been placed in the customer's Zazzle account for use toward a future order. The customer has been sent an email as of 7/22/2014 containing information regarding the refund and the courtesy Zazzle Account Credit.

Initial Business Response /* (1000, 5, 2015/01/09) */
The customer placed an order for three 11x17 calendars of the same design, on 12/23/2014. Per the submitted order, Zazzle manufactured and shipped the three calendars on 12/23/2014, and a delivery confirmed on 12/29/2014. The customer's...

order history, and all contents of any order can be viewed within the customer's Zazzle Account associated with the email address they have registered (http://www.zazzle.com/my/orders/history).
The customer contacted Zazzle via email on 12/29/14 with a request for a Return Merchandise Authorization for 2 calendars. Zazzle Customer Support received and responded to the customer's request on 1/6/2015, and a refund to the customer's purchasing payment method was authorized. 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 customer's two calendars, and they may be kept, donated, or discarded at the customer's discretion. The customer was sent an email confirmation with this information on 1/6/2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Love the products!!!

The customer service was so good and understanding about the problem I had with placing my order. They went out of there way to make it right. I felt bad for bringing my problem to them.

Initial Business Response /* (1000, 9, 2014/05/02) */
Zazzle is working to get all the information updated for our sellers so they are able to see the exact information for their earnings.

Initial Business Response /* (1000, 8, 2014/10/14) */
The customer was a gift recipient for an order placed by a Zazzle account holder and sent directly to the gift recipient's address. The gift recipient contacted Zazzle about the item received, due to template text being printed on the...

item in question. Template text would have had to be customized, or deleted at the time of the order being placed, by the person who placed the order. As the gift recipient was not the owner of the Zazzle account, or the financially responsible party, Zazzle informed the gift recipient that options could be provided to the purchaser with regards to a resolution. Zazzle reached out to the purchaser of the gift with regards to the issue the gift recipient experienced, as well as options of a refund or a credit so that a new item could be ordered with the corrected design. Zazzle did not receive a response from the purchaser of the gift. As customer satisfaction is Zazzle's goal, Zazzle issued an account credit for the order, and placed a new order using this credit with an updated design, as a one-time courtesy for the gift recipient. Zazzle emailed the gift recipient on 10/3/14 with the information that a new stein would be in transit. The gift recipient's new order is scheduled to deliver 10/14/2014.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive an e-mail from the company from a representative named [redacted], which stated that she would keep me up to date concerning the shipment of the product. I have not received any further correspondence from her since the 3rd of October. I would like to wait to see if and when I receive the new product and/or further correspondence from [redacted] such as the tracking number etc. The company response detailed in this e-mail states a date to receive the product would be 10/14/14, which has passed and still no new product. So I am going to wait further before I accept the company response concerning this complaint.

Initial Business Response /* (1000, 5, 2015/11/27) */
The customer placed an order with Zazzle.com on 10/14/2015. 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).
To date, Zazzle has received no email or phone communication from the customer regarding the customer's inquiry. Zazzle has 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 11/25/2015, a refund has been authorized for the most recent 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. Per the details outlined in the membership agreement, this service is typically non-refundable.

Initial Business Response /* (1000, 5, 2014/12/23) */
The customer contacted Zazzle via email on 12/10/14, 12/11/14, 12/13/14, and a third party website on 12/16/14, as a portion of her order arrived printed incorrectly. Zazzle's Customer Support Team received and responded to the customer...

via email 12/17/14 with a request for digital images of the mis-printed item(s). The customer replied to Zazzle on 12/18/14 with digital images documenting the issue, and Zazzle waived the physical return of the items. Zazzle also expedited a replacement order to be shipped via an Express courier, and the customer was notified via email. Due to the manufacturing time of the product, it is unlikely the replacement will arrive in time for the customer's event. For the customer's overall experience, Zazzle has issued a refund for the order to the customer's purchasing payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. The customer's replacement order will also ship when it has completed. Zazzle has confirmed the customer's refund via email as of 12/23/14.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to make sure they follow through;
I accept the terms if they do follow through
So far no product and no refund
Final Business Response /* (4000, 9, 2015/01/05) */
The customer's full order refund in the amount of $168.48 to her purchasing payment method was processed on 12/23/2014. Refunds typically take 7-21 business days for the funds to become available, depending on the processing speed of the customer's financial institution. The customer can expect to have access to these funds no later than Friday, 1/23/15, taking into account that recent bank holidays (December 25th, and January 1st) may not be included in the estimated time provided.
The customer's replacement order is currently underway with Zazzle's production team. Manufacturing time for luggage tags is currently 7-21 business days. Zazzle is expediting this process as swiftly as possible, and the customer's order will ship with an Express courier as soon as it is available. Zazzle will continue to keep the customer informed with status updates until the order ships.
Final Consumer Response /* (2000, 11, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/17) */
The customer placed an order on the Zazzle website for invitations on 09/03/15. Unfortunately, it appears this order was delayed in production due to the customer's design which had some text outside of the safe area for printing. Due...

to the design, the customer's text was cut off on the invitation. Zazzle's Image Team did work to correct this issue on the customer's behalf. The customer contacted Zazzle Customer Support by phone on 09/09 to obtain a status on his order and also placed a follow up call on 09/15/15 to get another status update. The order was escalated to Zazzle's Production Team who worked to get the order to the customer as soon as possible. As a courtesy for the delay, a shipping refund was issued to the customer. The customer can expect this refund in 7-21 business days depending on the policies of their financial institution. The shipping on the order was upgraded to Express so when the order shipped out, it would be received the following business day. The order was shipped Express on 09/15/15 and according to the tracking information provided by UPS, the order was delivered on 09/16/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the production department would've contacted us as far as problems occurring with the invitation as soon as it was discovered, I would've been satisfied with their honesty because it would've given us enough time to take my business somewhere else. Instead, by keeping us in the dark and not giving us any information as to WHY there was such a delay. The only repeated response the we received was that they were going to send an email to the production team. By constantly hearing this line all it did was increase our irritation towards this company and how it handles it's business and customers.
When we finally did receive the invitations, on the 16th of September, we saw no reason as to why we have them anymore because what good are invitations to pass [redacted] if there's no way they can be delivered on time to anyone, especially the ones that live out of town. The only reason we ordered from them in the first place was because according to their site, it would take approximately 2 business days to make and approximately 2 business days to deliver. The order was placed 16 days BEFORE the party, expecting to receive them roughly 9 days before the party (2 days plus 2 days plus the weekend and holiday).
Due to the embarrassment of having a child's party with only a few children showing up, the only way I can see ANY type of satisfaction out of this horrible experience is the we return the invitations and get a full refund. All this could've been avoided if we would've known RIGHT FROM THE BEGINNING about the print problems. This problem was ONLY brought to our attention through the email from the Revdex.com. We await to see how this develops.
Final Business Response /* (4000, 9, 2015/10/12) */
Zazzle apologizes for the issues the customer had with their order. At this time, the remaining balance of the order ($18.00) has been refunded to the customer. As a courtesy, Zazzle has also waived the return of the order. The customer can expect to see this refund in 7-21 business days depending on the policies of their financial institution. Zazzle Customer Support has also sent the customer an email confirming the refund as well.

Initial Business Response /* (1000, 5, 2015/01/20) */
Zazzle was unable to locate any points of contact associated with the customer's order details, or email address. On 1/16/2015, Zazzle reached out to the customer via email with a request for more information in outlined detail, regarding...

the orders the customer mentioned via this complaint. The customer replied to the email on 1/16/2015 to inform Zazzle that a note was placed in each returned package. Zazzle reached out to the customer via email once more, with a detailed outline as to the information Zazzle needed in order to further assist the customer, as the customer had made a physical return without initiating a Return Merchandise Authorization first. The customer replied on 1/20/2015 with two tracking numbers for her returned orders. Zazzle's returns department was able to verify the customer's returned shipments, and the customer has been refunded in full for both orders to her purchasing payment method. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. The customer was sent a confirmation email outlining the refund details on 1/20/2015.

Awful! I ordered a personalized tote bag for my Mother n law for Christmas. These people lie! First they said I should receive by Dec 6th, 2016. Never happen. (It was supposed to be shipped Nov 29) Then when I call (routed to Ireland) to have them look into tracking the first person told me I would receive this Dec 8th. I called my local P.O and they said they never received the package. The PO said they were only notified that they would be receiving the package. I called back to Zazzle, again I got routed to Ireland, and this person said it was true, it was never mailed. Somewhere he said it got lost before it got to the Post Office. They could NOT perform a simple task. Personalize a tote bag and mail it.

Worst company ever!!! I placed an order on 11/29/16 and received an email with an estimated delivery date of 12/5/16 to 12/8/16, which has come and gone. It took customer service 3 days to respond and they don't know when it will be shipped. Needless to say, it's the 19th and they have left me in a bind during Christmas. They still have no idea when my order would be shipped, but offered to expedite shipping for 2-3,day delivery - they should offer overnight delivery at this point. Canceling my order and will NEVER use them again!

Initial Business Response /* (1000, 5, 2014/12/26) */
The customer contacted Zazzle via email on 12/10/14, with a request to cancel her order. Unfortunately, Zazzle did not receive the request in time, and the customer's order shipped. The customer contacted Zazzle via email again on...

12/17/14 with a request for an RMA, as the order was received and a return was desired. Zazzle's Customer Support team received and responded to the customer's inquiry on 12/17/14. As the customer made a physical return of the order in its entirety, Zazzle authorized a full refund to the customer's purchasing credit card on 12/23/14. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. For the customer's overall experience, in addition to the full order refund, Zazzle has placed a $50.00 Zazzle Account Credit into the customer's Zazzle Account, for use toward a future order if desired. This credit will not expire.

Initial Business Response /* (1000, 5, 2015/11/23) */
The customer signed up for and received a free trial of a Zazzle Black Shipping membership on 11/3/2014. Per the terms and conditions of the membership, only one free trial membership per member is permitted. The customer then selected...

the Zazzle Black Shipping membership at checkout for an order placed one year later on 11/3/2015. Upon selecting this, the Zazzle Black Membership is indicated in the shopping cart as an additional $9.95 charge, because the account had already experienced a free trial. The customer would see this charge listed under the order summary beneath the order total in bold lettering "Additional Items: Zazzle Black Standard Yearly Subscription $9.95. This will appear as a separate charge on your credit card statement." The customer was then required to confirm the displayed charges by clicking a "Place Order Now" button. The customer reached out to Zazzle Customer Support via email on 11/3/2015 to inquire about the charge and the expectation that was had for a free trial of the membership. Zazzle sent a reply email informing the customer of the membership terms and conditions. Though this is typically a non-refundable service, a refund request for the cost of the membership has been issued to the customer's purchasing payment method as of 11/23/2015. Because this is special accommodation, it may take up to 30 days for the refund to be processed. The customer was sent notification of the refund request and a possible reach out for additional information by a member of Zazzle's finance department on 11/23/2015.

Initial Business Response /* (1000, 5, 2014/12/22) */
The customer contacted Zazzle via email on 12/8/2014 regarding two orders she placed, one of which had been shipped to an incorrect address. Zazzle's checkout process allows all customers to input their shipping address for the order...

placed online, or choose from a list of previously used addresses. The customer contacted Zazzle via email again on 12/12/14. Zazzle Customer Support received and replied to both customer emails on 12/12/15 informing the customer that a replacement for both orders would be reprinted and re-shipped to the customer's preferred address. The replacement orders were delivered on Monday, 12/15/2014, at which time, a confirmation email was sent to the customer with tracking and delivery information.

Initial Business Response /* (1000, 5, 2015/12/23) */
The customer placed one order with Zazzle.com on 11/26/2015. This single order contained multiple magnet designs, and apparel. Zazzle's Quality Assurance team reached out to the customer via email on 11/27/2015, to inform the customer...

that a design issue with the apparel due to a low resolution image being used, would result in the customer receiving the items pixelated or blurry. Zazzle's Quality Assurance team included a screen capture image in the email sent to the customer, depicting the design flaw. This email outlined the issue, and explained to the customer that unfortunately due to Zazzle's current processes, the order could not be fixed pre-shipment. Zazzle requested the customer reply to confirm the order to be printed as-is, or reply with a request to cancel the order in full, so that a new order could be placed with changes to the apparel design. This email also contained a direct phone number the customer could call, to speak to an agent for assistance, if that was preferred over replying to the email. Unfortunately, Zazzle did not receive contact from the customer within 48 hours, and the order was cancelled for Quality Assurance.
The customer contacted Zazzle via phone on 12/4/2015, expressing concern regarding the cancelled order. The customer claimed to be under the impression that two separate orders had been placed, and Zazzle had only cancelled the apparel portion of the order. The customer support representative explained to the customer that partial orders cannot be produced, and the entire order had been cancelled. The customer was also offered the option to reorder with assistance. As the customer requested to speak with a customer support supervisor, a request for a supervisor callback was then set up. Zazzle's customer support Assistant Manager reached out to the customer via a callback within the hour, but the customer was unreachable. If the customer is still interested in reordering the cancelled items, Zazzle is more than happy to assist the customer with the same pricing the customer originally received, as well as expedited shipping.

I ordered Christmas gifts on November 28. They were due to arrive on December 8. I contacted them five times before Christmas (including two phone calls when I waited over an hour on hold each time) and two times since Christmas. I have yet to receive the order.

BUYER BEWARE: awful 0 star service. I ordered this product on a Tuesday with UPS Next Day Air Saver for an additional $21. The arrival date was supposed to be on Thursday or Friday. Instead, the item was mailed out on Friday and won't be here until Monday. The 20 minute wait to talk with a customer service rep was unbelievable. No explanation why there was a delay. Incompetent customer service sighing heavily while I was the one with the problem. BUYER BEWARE: don't expect any service, expect inexplicable delays, and lots of hemming and hawing.

Initial Business Response /* (1000, 6, 2015/01/06) */
The customer contacted Zazzle via email on 12/26/2014, and 12/29/2014 with a request for a Return Merchandise Authorization for a damaged and defective order. The customer included one image in the initial request. Unfortunately, Zazzle...

was unable to determine the issues mentioned in the customer's claim with one included image, and standard return instructions were provided to the customer via email on 1/3/2015.
In cases of damage or defect, the return process can often be expedited by providing digital images of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In 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 customer. If 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 product.
Zazzle 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 defective. For all other cases, return shipping costs are the responsibility of the customer. Under no circumstance does Zazzle reimburse (or provide credit) for return shipping costs incurred by the customer. If 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 emailed the customer on 1/5/2015 with a request for additional images that may document the issue of a damaged or defective product. In the event the damage is verified via the digital images, Zazzle may authorize a pre-paid return shipping label for the customer to return the order for a full refund. If the customer is unable to provide additional images documenting her concerns, the customer will need to utilize the standard return instructions to ship back the package, at the customer's expense. Zazzle's Return Policy outlines this information, and it can be found here: http://www.zazzle.com/returns
During check out of their initial 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 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 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). Unfortunately, the customer did not opt out of the membership within the first 30 days. At this time, a refund has been issued for the Zazzle Black membership as a courtesy. The customer's account has been opted out of the Zazzle Black auto renewal, and the account will not experience any additional charges.
Zazzle is currently awaiting a response from the customer with additional images documenting the defective claim concerns, and will be happy to proceed with a resolution as soon as the customer responds. If the customer is unable to respond, Zazzle will authorize a full refund once the customer has returned the order utilizing the standard return instructions they have been sent.