Complaints

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

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  Zazzle, Inc.

  1200 Chestnut St Menlo Park, CA 94025

• 

  Zazzle Inc

  811 Sandhill Road Reno, NV 89521

• 

  Zazzle Inc

  811 Sandhill Road Reno, NV 89521

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:05/06/2025

  Type:Product 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.

  I ordered from Zazzle online on 5/5/2025 and saw at checkout they had a 30 day free promotion that you could cancel at any time to try their Zazzle Plus Membership. I thought this was a great deal to get free shipping and I could cancel if I didn't need any other orders within the 30 days. The small disclaimer on the screen said, "you may cancel at any time." It also said the annual charge would only be $19.95. When I went to cancel on their site it only allowed me to cancel for the next renewal, not for this year. I reached out to their customer service email, *********************************** and they said in the T&Cs that are tiny and hidden and require an extra link to review, it says it's non-refundable. I find this to be a deceptive business practice as it is clearly stated when you are signing up for the membership that you can cancel at any time. To any reasonable person that means you can cancel before you are charged. Hiding unfavorable terms like this in the terms and conditions document is unfair and unclear to the consumer. I am requesting my money back because I do not want the service and I was clearly told I could cancel at any time.

  Business Response

  Date: 05/08/2025

  ****** ******** contacted us on the 5th of May with regards to a Zazzle Plus Premium membership opted into by them at checkout. The membership clearly stated a 30 day trial was only present with regards to the standard membership, not premium and this was also clear in the screenshot provided by the customer. Terms and conditions are always outlined before the financial commitment made by the customer, but were subsequently not read. Please see as follows :

  *****************************************************************************************************************************************

  On the 6th of May, with regards to the customers complaint and request for a refund, we have offered a cancellation and refund of the membership which would also include a cancellation of the order where savings were made. The customer agreed and so a full cancellation and refund for both the order and membership have been issued and confirmation sent to the customer as record of this.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/29/2025

  Type:Product 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.

  A year go when I placed my order I was talked into zazzle plus which I was told was a one time charge of ***** that would give me free shipping for a year. However I was not told that this would be an auto renewal charge, which I would have to cancel at the end of the year. On April 20, 2025 I was charged the renewal fee. I called and spoke ******; he stated could cancel but fee was not refundable. Incident reference number CAS-********-Q7B3Z5. I stated that since it was just charged and I was not informed of the auto renewal I wanted to not only be canceled but also refunded. All he kept stating was that it was non refundable. I even asked to speak with a supervisor and he said he was it.i noticed that there were other complaints concerning this membership policy, so Im not the only one being scammed. Canceling the membership is not enough I want to be refunded the full amount charged.

  Business Response

  Date: 04/30/2025

  The customer, ***** ******, first contacted us on 4/28/2025 and requested  cancellation and refund for their Zazzle Plus membership As stated in the terms and conditions when signing up to our Zazzle Plus membership, The term of your membership is one year from the date of purchase,and it will automatically renew for additional one-year terms on the anniversary date of your membership. You may cancel at any time, but we do not provide refunds for any portion of your membership fee.  We explained the charge is non-refundable and disabled the auto-renew so they would not be charged again next year. As a customer delight we have now refunded the membership and sent a confirmation email to the customer.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 charged my account ***** for some shipping program that I never authorized. it was some automated program. I have a severe learning disability. I have PTSD I'm 100% disabled, but because of them my checks are to bounce because in addition to this, the post office just lost my paycheck the stress that has created for me made me not be able to sleep allnight. I'm physically sick throwing up. I wrote the company. They did not care. They told me I would enjoy the free shipping and they canceled ability for them to charge me next year I had already canceled it. I filed a complaint with ******. I have no choice but to contact the police and the bank soon they don't care that I am 100% disabled veteran because ofthem I will not be able to eat the rest of the month. I have not purchased anything from them for a very long period of time I have no attention to ever purchase anything from them ever again if you look at all their complaints many of them unanswered this is this is an theme I think maybe that the ***, the national media or somebody should investigate this company. I think I might write inside addition this is unacceptable that they would steal the money me 100% disable Vet after I wrote them, they did not cared and told them my situation and they just said I could enjoy freeshipping. They don't care I cannot eat. I'm physically sick and I could actually die from stress caused from my severe PTSD they are creating for me for over$19 which is gonna put my bank account over the limit. It's sad that this company doesn't care about their customers a person who continues to this country. Even my service dog is upset. Please do not publish this complaint. I am exceptionally upset in this company does not care about me or my dog or the fact I serve my country they rather steal my 1995 to line their own pockets then to return my money that I never authorized. I want my money returned and then I want them to remove me from all email and never contact me

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

  I made a customized purchase of a mouse pad and ordered it in pink blush color! It arrived and the quality was a very cheap and poorly made item! Not to mention the wrong color! They are only refunding me $12.87 and o paid ***** total And I want my full amount refunded to me!

  Business Response

  Date: 04/08/2025

  The customer ******* ***** requested a refund on the website on 04/07/2025. When requesting the refund, the option to include shipping wasnt selected however a shipping refund was issued today with the remain balance  and a confirmation email was sent to the customer as well. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23175143
  
  I am rejecting this response because: there was absolutely no option to get my shipping refund as well! It automatically told me what the refund would be! Ive only received the 12.87 
  portion of the refund back. 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/13/2025

  Please see below my response regarding  BBB Complaint ID: ********.
  
  The customer ******* ***** requested a refund on the website on 04/07/2025. When requesting the refund,the option to include shipping wasnt selected however a shipping refund was issued today with the remain balance  and a confirmation email was sent to the customer as well. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23175143
  
  I am rejecting this response because:
  
  Sincerely, this is a bold face untruth! I have called twice today and once told by a ***resentative that it had been issues days ago and another says that a ticket had to be submitted to see where my refund was at! Nothing has been issues today! I just called and another *** which makes three stated he couldnt even find my order! See attachments and you will find that this company is not being forth coming! They continue to make and have excuses! They need to refund me my money. My bank wouldnt allow one portion of the refund and not the other! Look at the first picture uploaded! Its from Tuesday of last week! 
  
  ******* *****

  Business Response

  Date: 04/17/2025

  A refund for the remaining shipping costs was issued to the customers original payment method on 4/8/2025. However, their bank rejected the funds,and our finance team have confirmed they can only issue the refund manually through ****** or by mailing a physical check. This was explained to the customer on 4/15/2025, however, they insisted the funds be returned to the original payment method. As of 4/16/2025 our finance team have confirmed this is not possible. We have reached out to the customer again by email to request either a ****** email or physical address to mail a check.he customer confirmed their ****** email address, to which our finance team issued the manual refund for $9.12 on 4/16/2025. The customer confirmed receipt of the payment on the same day.

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    Refund was finally received via PayPal 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/07/2025

  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 March 22, 2025 I ordered wedding invitations worth about $500. When they arrived, the quality was extremely poor. The website advertises refunds within 30 days. On April 1, 2025 I submitted a request for a return of 4 total items: 2 orders of invites (quantity total 125) and 1 order of details page (quantity total 100), totaling to about $293. They only refunded me $174 and the refund only covered 25 of the Invitations and 100 of the details page. They did not refund me for the 100 other Invitations I initially requested to be returned. Please see screen shot of email confirmation that includes the 125 invitations and 100 details pages I originally requested for refund. When I go back to the website to submit another refund request (because they did not give me my full refund that I initially requested) the refund page does not work! I tried on two different days and anytime I select an item to be returned, it goes to a blank page. Please see screen shot of website's "return center". I need to request ANOTHER refund for an additional 25 details pages I ordered that are also poor quality and look like trash. The amount for those is $43. The website is not letting me request a refund on those either. In total, I need another $174 from this company. I feel their website is rigged and they are purposefully not allowing me to get my money back. Any additional help to get my money back for this terrible product would be very helpful! In addition to all of this, now when I try to submit a ticket on their website for additional help, I am not receiving a confirmation email saying they got my request. A total scam!!

  Business Response

  Date: 04/18/2025

  The customer, *******, contacted us on 4/1/2025 requesting a refund for their details cards and invitations. From the images they provided it was not clear they were also referring to the invitations, so a refund of $176.59 was issued on 4/2/2025. The customer reached out again on 4/4/2025 to explain they did not receive the correct amount in the refund and explained the invitations should have also been included and provided further images. We apologized for the inconvenience and issued a refund for the remaining requested amount of $140.40 on 4/7/2025. They also explained there was an issue with another product from a different order, and another refund of $46.98 was issued on that same day. The customer has now received the correct requested amount for the products that did not meet their expectations totalling $363.97.

• Initial Complaint

  Date:04/04/2025

  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.

  131-831-53109-1792495 - order number I ordered this a couple weeks ago a customized blanket and showed estimated delivery April 8th. They have had plenty of time. Misleading customers. People order gifts and expect them to arrive on time. This company cannot even tell me when I am going to get it, why it is delayed or anything! Their production team ***** and almost seems like the two dont talk to each other which is another red flag!!! No merchant I ordered from has no clue on when a product is coming except for this fly by night company!!! Absolutely absurd and below standard Plus if I would not have followed up, no update at all on this delay which is also beliw standard plus no explanation of why it is delayed either!!!!

  Business Response

  Date: 04/08/2025

  The customer ***** ********* contacted ********************** customer service on 04/04/2025 as they wanted to know when the order would arrive. They ordered a baby blanket that usually takes 3 business days in production before being shipped.  When customer placed the order, the estimated delivery date was 04/08/2025 and the order was delivered on time (04/07/2025).

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  zazzle did a great job
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/25/2025

  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.

  Dear BBB,I am writing to file a complaint regarding my experience with Zazzle and the faulty item I received in my recent order.I purchased an item from Zazzle as a gift that I needed for a specific occasion. Unfortunately, the item arrived faulty, and I immediately reached out to the company via both chat and email to resolve the issue. While I understand that returns are typically required for refunds, the company has insisted that I return the faulty item to receive a ********* much as I acknowledge that a return may be part of the process, the situation has already caused significant inconvenience. Not only did I receive a faulty item, but I was left scrambling to find a replacement gift at the last minute. This involved additional time, effort, and financial costs, including gas money, to secure a new gift in a short timeframe.Given the considerable inconvenience Ive already endured, I believe it is unreasonable for the company to require that I go out of my way to pack the faulty item and drive it to a post office. The item is faulty through no fault of my own, and Ive already invested enough time and resources trying to fix the situation. I have requested that the company arrange a pickup for the return, but they have not agreed to this.I am seeking the BBBs assistance in resolving this issue in a fair and reasonable manner. I would appreciate guidance on how to proceed with a proper resolution.Thank you for your attention to this matter.

  Business Response

  Date: 03/25/2025

  The customer ******* Muellhaeuser contacted us on the 3/21/2025 because the mug was damaged and they werent happy about it. On the 3/21/2025 the customer contacted us by chat,images were requested as part of our process so that a refund could be initiated and 3 options were offered (replacement, account credit or refund). As of today 3/25/2025, since receiving your complain today (#********), we have procced to issue the customer a refund. This is to the requested value of  $27.51 and we will be with the customer within 5-7 business days. 

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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 company signed me up for a "Zazzle Plus" account without my consent. When I alerted them to this, all they did was shut off auto renew so that I wouldn't get fraudulently charged NEXT year. I WANT MY MONEY BACK FOR THE CURRENT PLUS MEMBERSHIP THAT I NEVER ORDERED.

  Business Response

  Date: 03/05/2025

  The customer **** ******* contacted ********************** ************* on 02/23/2025  regarding a charge of $19.95 for our Zazzle Plus standard shipping program. It was advised that as stated in the Terms and Conditions agreed upon when signing up for the membership, the service is non-refundable and the membership was disabled to ensure no further charge but that the customer would still avail of free shipping until the 02/24/2026 - see ****************************************************************************.
  As a one-time courtesy, we have as of 02/25/2025 issued a refund to **** for the cost of the membership to be returned to their original method of payment within 7 to 21 business days.

• Initial Complaint

  Date:02/13/2025

  Type:Product 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.

  I placed an order through Zazzle on 2/4/25. I was chatting live with a customer support agent when the order was placed. I had a personal code from Zazzle support to use for 30% off of my order. The agent advised that the code would not work, and granted an exception. The exception was needed because of "bulk pricing discounts" that were already being taken off the order. The agreed upon exception was that after the order was placed, I would receive a 30% refund off of my order subtotal in honor of the situation. This refund was not granted. Fast forward one week, I get an email confirming a refund for only part of that amount. I speak with a customer service supervisor, *****, and throughout the call she gets progressively more rude and disrespectful. I understand that while I am frustrated and coming from a place of emotion, I never once shouted at her or was disrespectful. She kept interrupting what I was trying to say and explain. Her argument was that the refund already supersedes an allowable discount. However, I was very clearly promised an exception in this case, and confirmed with the agent live before ordering that this will be allowed. I was told that there will be no other resolution except for the small refund already granted. No remorse or apologies for the situation. This is wrong and unethical. I clearly confirmed before submitting the order that this refund would be honored as an exception. Even if the agent spoke incorrectly, there was an agreement in place, and then to be yelled at and told that nothing more will be done, deal with it, is absolutely horrendous. The supervisor refused to let me speak with anybody else and even threatened to end the call when I was summarizing next steps at the very end, when I asked for one last clarification. I was being argued with and having to defend myself, all for being mistreated and granted false promises before they took my money. I would hope to speak with someone higher up to discuss this issue with.

  Business Response

  Date: 02/14/2025

  Mr. **** contacted Zazzle ************* on the 02/04/2025 regarding a promotional code that was provided to him that was not presenting a 30% discount at checkout. They requested a supervisor by chat and the agent advised once the order was placed, the missed 30% refund would be returned to them. A refund was indeed issued on the 02/12, to the value of the missed 30% promotional code, but the refund took into consideration many items that were already above this threshold and the customer was advised that volume discounts cannot be combined. For example, the invitations purchased have an automatic volume discount applied of *****%, this cannot be combined with and additional 30%. Whereas the thank you cards with an automatic volume discount of 25% we rounded up and therefore we initiated a refund of the missing 5% to equate to the 30% in question. This was considered for all items in the order. Mr. **** disputed that the amount refunded and stated that the refund should be 30% of the purchase subtotal paid of $606.51. Please note, the cost of Mr. ***** order was originally $1,016.91 before the courtesy volume discount applied at checkout and the missed 30% promotional code. A supervisor was again requested by email. Mr. **** proceeded to call on the 02/13 to further dispute the above. It was explained by the agent and the customer was persistent to speak to a manager to resolve and initiate the 30% refund from the total paid of $606.51. The supervisor in question who spoke to Mr. **** advised no more could be done, all volume discounts and courtesy refunds for the missed 30% had been issued. It was again explained the invitations already had a volume discount applied of *****%, and we cannot issue a further 30% resulting in a *****% refund on our invitations and so fourth for every item. Unfortunately, the customer was not accepting of this, an apology was offered for any upset caused but the customer was persistent. As the call prolonged and the situation became repetitive, it was advised that the call would have to be disconnected as our policies had been outlined.

   

  
  

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  The company has contacted me to say that they will honor the 30% off discount that was promised to them, and this will be the only time an exception will be made. They are processing that refund. I will contact BBB again if they do not actually process the refund as promised. Their exact response from 2/13/25 is below: 

  "On further review, we have initiated the remainder of the refund requested for $83.90. The sum of $98.05 had already been refunded, and so the above will soon follow to equate to the total in question of $181.95.This will be with you in 3-5 business days dependant on the processing speed of your financial institution. Please note, this is a one time courtesy on our end as all orders noted at checkout with the commitment to pay are final.
  
  The matter regarding your request for the chat transcript has been flagged to the relevant department to both be investigated and to see if it can be obtained for your records, as it is not something we ourselves have access to at this time.
  
  I sincerely apologise for any upset caused at this time. Please don't hesitate to respond directly to this email should you require any further assistance."

  To add clarity: the refund of $98.05 was initially falsely given as store credit. That has been redacted and the actual refund appears in my bank account. I am still waiting on the remaining $83.90 (as of 5 calendar days from their message). Given the weekend and holiday, I will continue to wait to receive the remaining refund, with my confidence bolstered a bit by having received the first part of the refund. Again, if there are any issues completing the fulfillment here, I will re-open this case. 

  It still remains my steadfast opinion that, irregardless of 'volume discount' (which is also used by some companies as marketing gimmicks (not claiming anything here about Zazzle's business practices)), the 30% is deserved due to the binding promise of the agent representative. I will be completely satisfied once the remainder of the refund is in my account. My thanks to the Zazzle team for honoring the promised agreement.

  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/21/2025

  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.

  Disputed amount:$49.95 USD Seller info:Zazzle **************** ********************************** Date reported:January 21, 2025 Invoice ********************* Transaction reported Z Zazzle Inc.Jan 10, Preapproved Payment Transaction ID: ***************** -$49.95 USD Sent from my iPhone I have canceled this subscription same date as charged. 01/10/25, I have send 4 request for my refund they refused, how can they charge me for all of 2025 subscription fee and I have already canceled this service? That's a scam!

  Business Response

  Date: 01/23/2025

  ***** ******* contacted Zazzle ************* on the 01/10/2025 regarding a charge of $49.95 for our Zazzle Plus Premium shipping program. It was advised that as stated in the Terms and Conditions agreed upon when signing up for the membership, the service is non-refundable and the membership was disabled to ensure no further charge but that the customer would still avail of free shipping until the 01/12/2026 - see ***************************************************************************************************************************************************;
  As a courtesy, we have as of today the 23/01/2025 issued a refund to Mr. ******* to be returned to his original method of payment within 7 to 21 business days.