Complaints

This profile includes complaints for Zoek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zoek

  530 Technology Dr Irvine, CA 92618-1349

  
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  Zoek

  65 Enterprise Aliso Viejo, CA 92656-2705

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to hire them to build my website and became suspicious when what they were telling me was not making sense. They only seemed concerned about charging more and more money but not giving service at that point. I never got the same story twice and never got them to even look at my website.

  

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to address the claims made by Zoek's client. 

  The client purchased Zoek's *************** services and it was explained to the client that they would receive a welcome email and a questionnaire that needed to be completed, and returned. Once returned, Zoek's website design team will get to work on the design of the site and, once completed, the client will be contacted to schedule their launch call to review their website with a launch coordinator. 

  The client was sent the following questionnaire to complete: *********************************************************************************************************************************************************

  This questionnaire and reminders were sent to the client 5 times between March 25 when they signed up, and April 4. Please complete the questionnaire as soon as possible so that Zoek can begin your website design. 

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went under contract with the Zoek Marketing in October 2024 for the Advanced Website with Branding Kit. The company was hired to design my website within 8 weeks depending on the number of products to ********* site. I did not have any products during the contract. **** ******* was assigned. **** was slow to respond and did not finish the project. After many failed attempts at handling the design of the site correctly and timely I had to complete the project on my own. **** ******* created himself as the owner of my website in which he is not. I have paid for the website and domain. I have tried calling and emailing him several times. I also pay for the Advance manage bundle monthly at ******. I have been paying since october with little to no respect and adequate adjusts for the design and needs for my company's website. I have asked **** to cancel this plan. He has not done so. After emailing him about my website in which he has placed himself as owner, He has agreed to turn over ownership to me on two occasions but has not. He has sent over the completion information and response to email asking for my email address in which the website is supposed to be transferred to and and still refuses. This has limited my access to my account in which I own. He only sent the website to me for me to only be a collaborator on my own website that I own. The company did not provide any of the other details to the contract as promised. I was forced to complete a survey stating that he did the edits to the website in order to gain even minor access. I completed the survey hoping to get my ownership and did not.3 Rounds of edits Add up to 5 applications from Wix App Market Checkout and shopping cart integrations Shipping calculator Dropshipping solutions Calculate tax and accept multiple currencies Client list builder-did not receive Integrate with 100s of merchant processors Wix payments guidance Drafts for approval ready depending on the number of products in 8 weeks

  

  Business Response

  Date: 02/03/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has completed all promised work and the client has approved the website. The client purchased a Managed Site Bundle and opted to have Zoek handle the hosting of the site so the website was not initially transferred and instead, the client was given co-owner access to be able to make any changes to the website. 

  At this time, at the client's request, the website has been transferred to the client for them to own the website, hosting, and domain. The client has 3 days to accept the transfer. If the client finds that they need the transfer invitation sent again, an email can be sent to ******************************* requesting the transfer be initiated again. 

  A representative from Zoek will contact the client to discuss the Managed Site Bundle in order to find resolution. 

  Customer Answer

  Date: 02/03/2025

  The company absolutely did not perform all required work that was promised of the job that is listed in the contract.  I have received ownership of the web site as of today.  I was forced to say that I accepted the site and that the work was completed but I am the one who completed the edits to the site not the the company.  I felt compelled to say that I accepted the site because they would not transfer ownership.  Ownership was only transferred after I contacted the BBB.  I would like acknowledgement of failed job completion. I will not agree that they completed the site.  Zoek is still listed as a co-owner of the site and I would like ALL involvement of the company off of the site as I will no longer be needing them for any revisions moving forward.  

  

  Business Response

  Date: 02/04/2025

  Zoek has completed the website and transferred ownership of it to the client. In reviewing the account, at no time did Zoek refuse to provide additional work to complete the website to the client's satisfaction. The client approved the site and was granted access to be able to make any necessary changes, as is protocol upon site completion as Zoek wants all clients to be able to control their website, and made the decision to make changes on their own. Requests for edits would have been completed by Zoek had they been made. 

  The final payment is required to be made in accordance with the agreement. The website transfer should not have been initiated prior to the final payment being made, in accordance with company protocol, however an exception was made to resolve the client's frustrations in receiving this complaint and the website was transferred prematurely with the understanding that the client would complete their commitment to Zoek. 

  The client will be contacted in order to resolve the Managed Site Bundle service that was purchased. 

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2024, I ordered an Express Website from Zoek for $650. Shortly after, I requested a cancellation and refund via email, explaining that a friend offered to design the site as a gift. Zoek replied asking for a reason, which I *********** of today, January 27, 2025, I have not received the refund. Instead, they continue to send documents for me to sign. Weve contacted our credit card provider, but the refund still hasnt been processed.Could you please assist with this issue? Its been over three months since I requested the cancellation-refund of $650 Thank you.***** ********-*******

  

  Business Response

  Date: 01/29/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has been notified that the client has placed a chargeback on the charge. At this time, Zoek is not able to provide a refund directly to the client because of the chargeback being placed and the matter will need be handled by the client's bank who will make the ultimate decision. If the client chooses to drop the chargeback, they can notify Zoek by emailing ******************************* and Zoek will be able to process the refund. 

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 30 2024 $ 2,994.00 We were promised our website to be done in a week back in Sept 2024. It is now jan 13 2025 and it still isnt complete. We paid for a rushed job. We were also promised a money back guarantee. None of that has been honored. They do a zoom call with no webcam. They have hours spent on zoom call and then all the things we requested arent complete. They claim things cant be done and then we find out it could be done but they didnt know how to do it. The "leader" of the project hands it off to a third party that obviously wasnt present for the meeting so it doesnt come out as we discussed. We had to have multiple zoom meetings in which we had to repeat what we wanted and it still hasnt been fixed. The managers got involved and then ghosted us and have not kept up with our complaints. After months it was supposed to be finally complete and then the website was reverted back to the issues we had and needs to be fixed again. I get an email saying that they are on vacation or a family issue or some other excuse. We ask for them to call and then they email us and demand we email them instead of what works for us the client. After promising to fix everything its been over a month again. This is costing our company tons of clients and money. They have so many high ratings but then this is the "quality" of work? These reviews can not be real. We were supposed to do meetings every week until this project was complete and then the first Monday the representative didnt show for the meeting and we had to chase him down and then all he had was excuses. There is more but this is getting winded. I wouldnt use this company in the future. They are unprofessional and amateurish. And their reviews have to be fake bots because there is noway they are doing amazing service and then absolute poor service.

  

  Business Response

  Date: 01/15/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing the account, Zoek has gone above and beyond to make exceptions to appease this client and meet their demands. The services purchased by the client include a website redesign for up to 5 pages, 1 initial consultation with their project manager, 1 follow up consultation with the project manager, and 3 rounds of edits. This client has received over 10 rounds of edits, at their direction for changes they have wanted made beyond initial requests, and has had several meetings outside of the 2 included in services. Zoek has also provided free graphic design assistance as the client wanted different versions of the images that they had. 

  The website has been sent for approval to the client and Zoek is continuing to make additional edits at the request of the client. There have been challenges in communicating with 2 different clients and Zoek asks that 1 person handle communication moving forward as Zoek has consistently been told 2 different things throughout the project, making it even more difficult to know what requests are being made and stand. 

  A refund for services is not warranted and is not able to be provided. Zoek has spent extensive hours working on this website at no additional cost to the client (as retainer serivces would generally be required to perform anymore work, which has been explained to the client several times) and while they are happy to do so, cannot continue to do so any longer. 

  Zoek will gladly finalize this last round of edits and will transfer the site to the client. 

  Customer Answer

  Date: 01/15/2025

  I just got off the phone today with the VP of projects David V and he said to me on the phone "What do you mean Jose hasnt called you yet regarding this?" So you tell me who's lying. We had to have "10 sessions" because the person having the sessions farmed the project out to someone else who was not at the session to hear me and my partner with our agreed needs and wants. I would like to know who responded to this complaint since the only person who should be responding should be Jose since he was at these sessions. Repeatedly Jose told us he could not do something because it is unable to be done on WIX and then when I researched it WIX can perform this task. Jose was supposed to handle our project every Monday until it was done and then the very first Monday didnt show for the meeting. Again who's lying? Instead of blaming the client lets stop the buck where it belongs. This company, I have read, has had similar issues with other clients so again who's lying? Just read the google reviews and you will see many saying similar issues as my complaint. Jose has been told multiple times to call not email and he insists doing emails and not calling. As I said prior David V said he told him to call me as well. The project was supposed to be complete Oct 4. Dec 5 it was "completed" and Dec 6 th there was an issue with the mistakes previous showing again on the website. We didnt change it back to that setting. So its supposed to be fix again and now its been over a month since this was brought to their attention and again its not fixed. Simple quality control was not taken when doing our site. That is why we have had to have many sessions. If we didnt have to fix simple errors made by the designers and they did things that could and should have been done the first time our project would have been completed and I wouldnt have had to make this complaint in the first place.

  

  Business Response

  Date: 01/27/2025

  Zoek is actively communicating with the client to complete the project for approval. 

  Customer Answer

  Date: 01/30/2025

  I reserve the right to wait to verify and confirm this in order to close this complaint. Please understand my position since their response is yet to complete the project only that they are working on the said dispute at this time. Once complete to my satisfaction then I will agree and close this case. Thank you in advance for your understanding of my hesitation to just close this until fulfilled completely.

  Customer Answer

  Date: 03/21/2025

  Please see attached documents.

  

  Business Response

  Date: 03/27/2025

  Zoek has gone above and beyond to make exceptions to appease this client and meet their demands. The services purchased by the client include a website redesign for up to 5 pages, 1 initial consultation with their project manager, 1 follow up consultation with the project manager, and 3 rounds of edits. This client has received over 10 rounds of edits, at their direction for changes they have wanted made beyond initial requests, and has had several meetings outside of the 2 included in services. Zoek has also provided free graphic design assistance as the client wanted different versions of the images that they had. 

  
  The website has been sent for approval to the client and Zoek is continuing to make additional edits at the request of the client. There have been challenges in communicating with 2 different clients and Zoek asks that 1 person handle communication moving forward as Zoek has consistently been told 2 different things throughout the project, making it even more difficult to know what requests are being made and stand. 

  
  A refund for services is not warranted and is not able to be provided. Zoek has spent extensive hours working on this website at no additional cost to the client (as retainer serivces would generally be required to perform anymore work, which has been explained to the client several times) and while they are happy to do so, cannot continue to do so any longer. 

  Zoek will proceed with transferring the website to the client at this time. 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will not stop contacting me, despite repeated requests to stop. I have blocked their email and phone number, but they keep calling me from different numbers.

  

  Business Response

  Date: 10/14/2024

  We appreciate the opportunity to address this complaint. 

  Zoek apologizes for reaching out consistently and ensures that it was only to assist with the website design request that was submitted by the lead. Zoek was informed on October 11 that further contact was not desired and was then placed the phone number and email address on their "Do Not Contact" list. No phone calls have been made and no emails have been sent. 

   

  Customer Answer

  Date: 10/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22411370, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Jennifer Mahon
  
   
  

• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marketing company guaranteed that my business would be in the top 10 google rankings by the end of my contract. I was ranked 101 at the beginning of my contract and ended at 110. I have no guarantee that Zoey marketing did anything for my business but send emails once a month saying they were. There is no proof of anything.

  

  Business Response

  Date: 09/16/2024

  We appreciate the opportunity to provide clarity on the services purchased and provided to this client. 

  Zoek has provided the client with SEO services purchased by the client. SEO is intended to be an ongoing service in order for best results as it does take time to generate results. The SEO team emailed the client with an update in August and informed the client that a new page had been submitted to be indexed with Google in order to generate more traffic. The team also informed the client that it would take time for Google to recrawl the website and find the new page, which can take between 30-90 days. The client was also reminded that top ten rank is expected to be achieved within 6 - 9 months.

  Work has been provided monthly (see attachments of screenshots of the client's dashboard) and the client had access to their dashboard to be able to review all work provided. The client no longer has access at this time since they are canceled. 

  Zoek does encourage the client to continue with SEO work for their website in order to not lose any progress that has been made and is confident that continuing with SEO services will get the results that the client is looking for in time. 

  Customer Answer

  Date: 09/19/2024

  They just admitted what I said except they say it has to be an ongoing thing. My dashboard was down for over a month so I could not tell what they were going. The had me go do something on the internet the day before my contract was cancelled to make it look like they did something. If my website started out  ranking 101st and ended up at 110th at the end of the contract explain to me what I paid $2500 for!!!!!

  All I ever received from them was excuses about why it wasn’t working and an email once a month to go to my dashboard where it had a chart showing how much time they spent working (which was very little) on my website with absolutely zero results. 

  They are scam artists and take money from people using the excuse after getting no results that you have to keep paying them money to get results. Fool me once shame on you, fool me twice shame on me.

  

  Business Response

  Date: 09/24/2024

  The client purchased an 8 hour a month SEO campaign with Zoek. 8 hours of work was provided to the client each month and reported on in the dashboard which was made available to the client. 

  Zoek does apologize for any downtime experienced with the client's dashboard. Zoek has recently upgraded their SEO services to include more work provided each month to clients and was in the process of providing that upgrade, including an upgraded dashboard, to all clients. An email was sent out to notify and inform clients of the upgrade and the possibility of dashboards having some downtime. 

  As seen in the screenshot previously provided, the client's highest ranking keyword at the time that they canceled services was in spot 51. While that was not the end goal, of course, this does show clear progress made from starting in the 101 spot. It was explained to the client that top 10 rankings can typically be expected between months 6 and 9 of receiving services. 

  Again, the client is encouraged to continue receiving SEO services so that progress that has been made is not lost. 

  Customer Answer

  Date: 09/26/2024

  Again, they use the excuse that you have to keep paying them money to achieve the goal that they said they would reach in 6 months. Now they say 6-9 months. I never was ranked 51st. I never was ranked lower than 101st which is where I started. They never accomplished one single thing to help better or build my business. 
  They are still encouraging me to give them more money to reach the goal they said they would meet in six months. 
  How about they reach the goal they said they would reach when I hired them, or they give me the money back I spent? That would seem fair to me. 
  They can apologize all day and make excuses for what they didn’t accomplish. Obviously all they want is more money. They will never reach the goal set in the beginning because then they cannot get more money out of you. They are like big pharma, they don’t want to cure you, they just want you to take the pills forever.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about Zoek, they are a website developer. I contracted them to buid a website for my cabin rental. I was very upfront about what I wanted. After they completed my website it was nothing like what I told them I needed. They had my cabins booking hourly. When I said this is not what I need I am booking cabins. They said they had a hotel app but it did not have good reviews. But because I was under contract I went ahead and had them set it up for me. I couldn't change my rates at first then I could. I still can't change pictures. I told them I want at least 7 pictures for each cabin. After about a month of going back and forth I was still at square one. There was no way to book a cabin or take payment. In the beginning Will who sold me the services said that yes they could definitely do what I needed. I even showed them a website the developed and he said they could do it. But after taking my money they said they couldn't do it that it was a third party website. I feel like I was lied to from the beginning. I now have a website that is useless. I am over $2000.00 and they said they dont refund because the built the website. But they built a website that was useless. Long story short this is a bad company, and I am sad they took my money, and I have nothing I can use. It is difficult to get anybody to talk to you. Even when they promise they will.

  

  Business Response

  Date: 09/03/2024

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has provided the services requested which have been approved by the client. Zoek has been attempting to transfer the website to the client so that the client can start accepting rental bookings and payments. Zoek is not able to complete this on behalf of the client. The client currently has owner access to the website and management of it but has not accepted the transfer of the website as the actual owner. 

  Zoek will send another transfer invite and asks that the client accepts within 3 days as the invitation will expire in 3 days. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this company through Wix to redesign our website and add a webshop. They took our requirements, we had an initial consultation with a designer, and received a first draft two weeks later. When we opened the first draft, our Wix website was a mess - none of our requested design elements were correct, and the shop was not included. After THREE WEEKs we were told that the criteria we requested for the shop was not possible due to system limitations. We stopped the project at that stage since the company could not finalize the package of services in the service agreement. Since no services were delivered, we have asked for a full refund. Zoek customer service staff did not offer any refund at first, stating the company has a strict no refund policy (buyer beware) even though they acknowledged that the company could not deliver the services in our contract. They offered to continue the website redesign without the commercial option, which was unacceptable since the shop was the main reason we initiated the redesign. We confirmed in writing before signing the contract that they could deliver the website redesign and webshop as requested. When it became clear that Zoek could not deliver on our contract, they even suggested that we hire another outside developer to finish the job that we paid Zoek to do! 6 weeks after our initial discussions, Zoek offered us a 50% refund on our contract, even though we did not recieve a final product and will not, since it is not possible due to technical limitations. This should have been a simple, straightforward interaction in which Zoek apologized for its misunderstanding and processed a full refund straight away. We asked Zoek to cancel the existing service agreement in writing since it is not possible to deliver these services and process a full refund. Recently, Zoek wrote to say they changed their mind and cannot offer any refund (for services they cannot deliver). We are held hostage and want the refund now.

  

  Business Response

  Date: 08/09/2024

  We appreciate the opportunity to address the claims made by Zoek's client. 

  The services purchased by the client are a 1-2 page redesign, including adding up to 3 features from the Wix App Market (application must be available directly through the Wix App Market), and eCommerce capabilities. The signed agreement has been attached for reference. Zoek has provided services to the client and has delivered the initial design services as well as edits and has not declined setting up a shop and eCommerce capabilities in conjunction with the services purchased by the client. The client requested using another online eCommerce provider that is not available in the Wix App Market. Zoek has done extensive research looking into whether or not it would be possible to set up the eCommerce functionality in the way that the client wants to and is willing to make an exception and provide that at no additional charge (as this would generally incur a custom quote for service as they are not included in the purchased services) but it is not possible to do in any way. 

  Zoek is unable to provide a refund for services purchased, agreed to, and provided. Zoek is happy to complete the website design and set up eCommerce funtionality. 

  Customer Answer

  Date: 08/10/2024

  Zoek's response is inaccurate and does not capture correctly the company's communication with us. Before we signed the contract, we asked if we needed to purchase the ecommerce add-ons if we were selling only through the Vistaprint Reseller Print Program. Senior Account Executive Ryan Ghegan confirmed it was possible (email attached). Zoek did deliver an initial re-design; however, it did not include any of our requested design elements. We were also informed after the initial design service was "completed" that the Wix platform could not accommodate the webshop as requested.  This means Zoek did NOT provide the services in our contract. We received confirmation from the Zoek designer and Senior Account Manager David Serrano (email attached) that the webshop we requested was not possible on the Wix platform – after we signed the contract.  On July 16, David wrote that Zoek would process a 50% partial repayment for the store buildout that could not be completed according to our specifications.  He also offered us additional services – but not ones we needed! On July 16, we sent yet another message to Zoek requesting a full reimbursement and cancellation of our service agreement since they cannot deliver as contracted. In response, on July 29 David Serrano wrote to inform us that Zoek rescinded the 50% partial refund, which should have already been in process, and will not provide any refund - - for services they have said in writing they cannot deliver. We want the partial refund processed immediately.  We also ask that the payment for the redesign – minus the initial consultation fees with the web designer – are refunded as soon as possible. This is not a case where we should ASK to discontinue a project and forfeit the full payment. Zoek should CANCEL the service agreement, offer the refund, and then renegotiate on terms the company can honor. 

  

  Business Response

  Date: 08/29/2024

  The services purhcased do not include adding external software or solutions to the website. As indicated in the signed agreement, up to 3 features may be added that must be available in the Wix App Market. Selling through VistaPrint is not an available option in the Wix App Market. Regardless, Zoek performed hours of research looking for another workaround or alternative solution as an exception at no cost (as any alternative option would technically not be included in the purchased services either) all to which the client has declined.

  Zoek is not refusing to continue to provide services and has offered to make exceptions at no cost to the client as a courtesy. 

  A refund is not warranted as Zoek has provided services outlined in the agreement. 

  Customer Answer

  Date: 08/30/2024

  Our full response to Zoek is in the attached document. 

  We heard clearly from Zoek employees that the company could not provide what we were looking for via the Wix platform.  This was not our fault;  this was poor communication between their departments at the expense of the client.  We asked from the beginning and received assurance via email that our design request was possible via the Wix platform...until we received written communication that it was actually not possible.  We have many emails documenting these conversations with Zoek staff.

  We continue to ask for a full refund. We were offered a 50% refund and advice from David ******* that we should hire another external company to finalize the website.  We are looking for a 100% solution and will move our business to another company who can do the work. We have been dragged from May 30 until almost September to find a solution. Zoek has not provided a website redesign and commercial package as per our service agreement.   David ******* offered a 50% refund ("if you ask me I would give you a full refund," he said) and then very unprofessionally reneged on that offer.  Zoek continues to offer us something that they have said is not technically possible on the Wix website. We continue to ask Zoek to cancel the service agreement and provide a full refund because the company did not provide any of the services outlined in our agreement.  

  

  Business Response

  Date: 08/30/2024

  Zoek is not able to provide a refund for services provided in accordance with the signed agreement outlining the services being purchased which did not include VistaPrint or any other integration not immediately available in the Wix App Market. Zoek has offered alternative solutions not immediately available in the Wix App Market as a courtesy to the client in order to provide the client with a website as close to their requested functionality as possible which is a service that Zoek charges a fee for as it is labor intensive and extends outside of the standard services offered. 

  Zoek is more than happy to complete the website for the client within the terms of the signed agreement and the offer to integrate other available options or services may be canceled if the client wishes not to move forward any further. 

  Customer Answer

  Date: 09/11/2024

  In Zoek's response, they state they cannot provide a refund for services...which did not include VistaPrint or any other integration not immediately available in the Wix App Market. We NEVER asked that VistaPrint be integrated.  We asked (attached) if we needed to purchase add ons in order to sell ONLY via Vistaprint Reseller Program. Ryan Gaghen confirmed that we needed to purchase the add-ons ($399+ $399).  We never asked that Vistaprint be included in the signed agreement, we never asked for anything outside of the Wix application market, and services in the contract have not been delivered. 
  
  Zoek's offered a refund in attached email dated July 16 stating that the Zoek board team and billing management agreed to issue a partial refund equivalent to 50% of the total payment, amounting to $796.50. The refund would cover the portion of the store buildout that could not be completed to our specifications.
  
  If Zoek is "more than happy" to complete this project, even though we have been told portions cannot be completed, we understand it is only possible for the redesign.  When we have been issued a refund as promised for the add-ons totalling $796.50 we want a new contract for the site redesign. We reiterate that we did not ask for and do not want any additional SEO services  or additional hours costing $199/hr as mentioned in the attached email. This is not a courtesy to a client. We want only the original service.  Zoek is tap dancing around with fancy offers that we do not want. This is simple.  Issue the partial refund and new contract for only the site redesign (which has not yet been delivered).

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2024 I agreed to Zoek to perform and rebuild my website. I was told they were based out of the ***. I was told they could perform all the information and data and help to achieve my goal by mid July 2024. I told them in length what I was doing and how I wanted it done. The first designer actually told me his restrictions and that he couldn't design it the way I needed it done. I went back to my Sales guy and told him I was very upset. From May 20th to Mid June I went back and forth waiting for the site core to be built. By the End of June I was ready to pull the plug and that same day I was given a date and time to view the site with the designer who is from ****** not America. After going rounds with him I got a new Designer female also from ******. We went into the site and found the site was copied exactly from the old site and not updated to the details they had me fill out. The meeting stopped and I then again went weeks before being totally upset and ready to pull the plug. within hours I got the site. I to date do not have the drivers keys to this site. I was only allowed to view it and this time no meeting was set up. I was assured by the designer that commuication would get better and we would work closer together. Then I again went another 2 weeks and nothing from anyone. Yesterday I emailed both the Salesman and the female designer to let them know I needed a meeting to go over the site to see if this will even work. No answer. The site is junk, I have zero access to the site. No communication with the designer or her team. Now no communication with the Sales guy. No site, no product, I am being forced to keep the origional two sites open because they are in breach of contract and have failed to give me even a core website. I have zero access so there is no website. The website design has flaws and I cannot access or see it. The origional scope I filled out for the designer says I have no access. I am done. No scope of Work or time line.

  

  Business Response

  Date: 08/07/2024

  We appreciate the opportunity to address the claims made in this complaint. 

  Zoek has consistently reached out to the client and continues to do so in order to finalize the website for the client. At this time, Zoek has had several conversations with the client to explain the next steps in order to provide the client the website and is currently waiting on the client to approve the site so that Zoek can move forward with finalizing the project and giving the client access to managing the website. Zoek cannot provide the client with access to managing the site or making edits until the website is approved.

  The website has been shown to and sent to the client several times for review - it can be viewed here:  *************************************************

  The approval form can be found and filled out here: ***********************************************************************************************************************

  Once the site is approved, Zoek will move forward with providing access to the website to the client and assist in wrapping up anything else. 

   

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zoek was given my contact info via a Wix request on 5/25/24 I never initiated contact with Zoek myself. As soon as they started calling, texting, and emailing incessantly, I asked to be removed from all of their contact lists. I have since made this same request MANY times. As of today, 7/9/24, I am still being contacted almost daily. I see that Zoek claims to have opt out options in other consumer complaints. This might be true, but the opt outs dont work. Zoek needs to quit harassing consumers, period.

  

  Business Response

  Date: 07/10/2024

  We appreciate the opportunity to address this. 

  When submitting a request for assistance via Wix, users are notified that their information will be sent to a Wix expert who will then contact them to discuss their needs or questions. This is why Zoek has been contacting this Wix user. 

  When submitting an opt out request via email, Zoek is notified and both the Email Opt Out and Do Not Call notes are activated to ensure that the lead is not contacted further. In reviewing this, there was an issue with the automation that has been raised to Zoeks' IT Department to address. 

  Zoek has ensured that both the Email Opt Out and Do Not Call notes are activated for this lead at this time.