ComplaintsforZazzle.com, Inc.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered business cards, gold foil backed business cards and what I got was something off of Wish!!! It was a cruddy picture of foil backed business cards!! Total misrepresentation of an item!!! Do not use this site! Total rip off! They will send you something that has no resemblance of the product you purchased! Any reviews stating other wise are FAKE BOT REVIEWS! DO NOT GET SCAMMED LIKE I DID!!! THEY WILL NOT HONOR ANY ISSUES! TOTAL SCAM!!

  Business response

  01/31/2022

  The customer place an order for business cards on 1/19/2022 and they were delivered on Thursday, January 27 at 12:53 P.M.
   
  On January 31st 2022 the customer a review on SiteJabber which expressed their unhappiness with the printing of the business cards. They included images which showed the color faded, especially the black around the edges. 
   
  The customer then took to the ******************** to leave their review. By the time they did this, the customer was emailed ways to resolve this situation. They were offered a refund, a reprint with a quality assurance check, or a Zazzle Account Credit.
   
  
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a customized order with Zazzle on 11/21/2021. The order was received around the end of November/first part of December. The order that was shipped was incorrect. I called/emailed about the incorrect order and was told that a re-issue would be sent with the correct merchandise. This new order was received the first week of January 2022, still wrong. I called the company, AGAIN, and now, having two sets of the incorrect product due to company error, I requested a refund. I was told the refund would be issued within 5-7 business days to the original form of payment. To date, no refund has been issued, nor has any correspondence been received from the company.

  Business response

  01/26/2022

  The customer originally contacted ********************** on 12/21/22 saying that a name was misspelled on their items. Images were requested, and then a replacement was requested for the mug.

  The customer contacted ********************** again on 1/11/22 to say that the mug arrived with the same mis-spelling and they wanted a reprint with the correct name and a refund. 

  
  Another image was then requested from the customer, so we could take a look at the mug. The customer later made contact with ********************** on 1/25/22. The customer said that they called in to request a refund because the mug was sent with mistakes. They were angry that they asked for a refund on 1/11/22 and the funds were not back in their account. They also said we have 48 hours to fix this before they report Zazzle to the BBB. 

  
  An expedited refund was requested on 1/25/22 for the customer and they were sent an email to confirm this. They funds were also made available on 1/25/22. The customer was emailed a tracking number on 1/26/22. 
  
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered bridal shower invitations and they left off the phone number to call for the ***** I know for a fact I entered it, but they mysteriously dont have it on record. I had a witness while I was ordering to proof read before submitting. The invites are unusable. I couldnt return the item because it was customized.

  Business response

  01/14/2022

  The customer originally contacted ********************** on 12/5/22 about their envelopes. They were then told that those cannot be modified. The customer replied saying that the cell phone number was left off their invitations.  A response was then sent out asking for an image of the invitations so would confirm this as a print error. 
   
  The customers response did not include images, they told us that we have the print and they were extremely disappointed. The customer was then informed that this was a customization error and the invitations never included a cell phone number. Their response was that they disagreed and they knew for a certain they added their cell phone number. This was on December 16th 2021 and they also told us that they will be contacting the BBB. 
   
  The Zazzle Customer Support Agent then advised the customer to look into their saved designed. On 1/15/22 the customer was refunded $99.32, the full amount the paid for the invitations. They were also emailed confirmation that a refund had been requested. 
  
  

  Customer response

  01/18/2022

  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

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Charges against my account: 10/28/21 10/27/20 10/27/19 10/26/18 10/25/17 10/24/16 10/24/15 I was charged $9.95 each year on these dates against my Pay Pal account. I did not authorize any of these payments. The e-mail I received went directly to junk mail. I was totally unaware that these charges were being made. Again I never authorized these charges. I requested a refund but ***** there representative I spoke to would only refund the last year. These are unauthorized charges, therefore illegal.

  Business response

  01/05/2022

  The customer originally signed up for the ********************** ***** free trial on 9/23/2015. This upgraded to Zazzle ***** standard on 10/24/2015 and they were charged for the service annually from 2015-2021. 
  The customer contacted ********************** On January 4th 2022 looking for their Zazzle ***** membership cancelled. They also asked for a refund, which was approved. 
  The customer later contacted us looking for a refund of every Zazzle ***** payment that they made.  A Team lead contacted finance to see how much we could refund. They also tried calling the customer back, but they could not get through. 
  Emails were exchanged following this, and the customer said that they were lodging a complaint with the BBB. They customer also said that they will withdraw their complaint should we refund the charged from 2015-17. 
  They called back in twice about these charges. A Team Lead then emailed customer support supervisors about manually refunding the Zazzle ***** charges from 2015-2021.
  A manual refund was requested for the customer on 1/5/21 and it is up to the customer now to claim those charges from their PayPal. 
  
  

• Initial Complaint

  01/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/28/21, Zazzle.com charged my **** a $9.95 monthly membership fee. Zazzle.com wouldn't let me log into my account to stop it. Zazzle needs to end my membership and remove the fee.

  Business response

  01/05/2022

  The customer signed up for the ********************** Black free trial on 11/27/2021 and they saved $6.79 with this. The customers Zazzle Black membership upgraded to standard on 12/28/2021. 
  There is no record of the customer contacting ********************** between 12/28/21 and when they lodged their complaint on the BBB. 
  On 1/5/22 the customers Zazzle Black membership was terminated and they were also refunded.  
  
  

  Customer response

  01/06/2022

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

  zazzles response about there being no record of me contacting them doesnt make sense if you read my complaint though. As I stated, there was no way to contact Zazzle. If there was, I wouldnt have needed to file the complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Zazzle charged me $9.95 for a membership I did not want. Their website is not user friendly, difficult to navigate , and does not provide a customer service phone number contact. I sent a cancellation through their return process since I could not find any easy means to make any contact.., overall Zazzle does not make it easy for a consumer to make contact. I do not want to be a member. I want a refund of the amount of $9.95 charged, and I want confirmation of cancellation so there will not be any future charges.

  Business response

  01/05/2022

  The customer signed up for the ********************** Black free trial on 11/23/2021. They used this to purchase three products, and they saved $33.75 on shipping costs. 
  The customers membership upgraded to Zazzle ************** on 12/24/2021 and they were charged $9.95. 
  The customer emailed ********************** on 12/25/21 asking for a refund. Their auto-renewal was then turned off and they told they will have free standard shipping with their Zazzle Black membership until it expires on 12/26/22.
  The customer responded saying they are filing complaint as the Zazzle Website is difficult to navigate and they were having issues contacting us.  They also said that they were unhappy with the quality of the Zazzle products that they received. They then said that they do not want the membership and they want a refund.
  The customers membership was cancelled on 1/5/21 and they were then refunded the $9.95 charge.
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Zazzle runs a bait and switches with its Zazzle Black Membership where they lure you in one rate and then auto-renew. The products and customer service have been lackluster so I haven't used the company since when I signed ** in December of 2020. I reached out the day my card was charged, as I never accepted the service to auto-renew. I haven't made a purchase on that website since last December because the quality of the products leaves a lot to be desired. With how the customer service is treating me now I'll have a hard time ever recommending Zazzle to another shopper with bait and switch tactics. I've asked for a refund but was only told my feedback would be passed along.Do not sign up for Zazzle Black and stay away from Zazzle.

  Business response

  01/05/2022

  
  The customer contacted ********************** on December 16th 2021 looking for a refund for their Zazzle Black membership. They signed up for Zazzle Black 2 Day on 12/15/2020 and they paid the fee of $39.95. They saved $71.69 with that membership. This membership then renewed on 12/16/2021.
  
  The customer was emailed that their auto-renewal was turned off and they were offered credit or a code for the cost of the service. They were also told Zazzle Black is non-refundable and they were given a link to the terms and conditions. 
  
  The customer replied saying they do not want the credit and that Zazzle has lost a customer. They explained that will reach out to their bank about an unauthorized payment. They then said Zazzle has one more chance to make this right. 
  
  The customer was then thanked for their feedback and that we will be forwarding the comments to the content development staff. 
  
  On January 5th 2022 the customer was then given an exception so they could get a refund of the $39.95.
  
  

  Customer response

  01/06/2022

  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.
  
  Thank you for your assistance as the company provided zero help until you stepped in. 
  
  *************************

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original order 10/24/21 #***-37823129-2127152, $106.03 on Amex for wedding programs. Received them 11/5/21. The printing was not within columns and programs had print in folds. Called/Emailed. ****** issued a credit for reorder and assured us of expedited processing and shipping. I emailed them 11/9/21 to check on status, ***** assured me they were moving fast. 11/10/21 order still not shipped, requested refund, as wedding was 11/13/21. Sinead said to expect refund by 11/17/21. 11/24/21, no refund received. Emailed again. Sinead getting update.11/29/21- received response that they would not refund, as order was purchased by "credit". This "Credit" was from the ORIGNAL order s**** up, still have not received correct order and wedding has passed. Then was told in second email to expect refund in 5-7 days.12/16/21- I contacted them again. No refund has been issued. It's been over 6 weeks from original order.12/23/21- Sinead is now again saying no refund, as item was purchased by a "credit". We have emailed in circles. I've called. I initially asked for the corrected item. After they failed to print and send promptly, I requested refund in form of original payment. I am seeking this refund for myself and also hope to help others avoid issues like this. I've never filed a complaint with the BBB and have always reached a reasonable agreement directly with a company, when an issue has arisen. This company has ATROCIOUS customer service. Can provide all emails, if needed. Request refund to credit card.

  Business response

  12/28/2021

  The customer placed an order for wedding programs on 10/24/2021. The customers mother contacted us on 11/5/21 about the printing being off centered. This was a data protection failure, and an email was sent to the customer explaining this situation. They were told they will be assisted once their daughter replies. 

  
  The customer was then given ********************** Account credit for the cost of the mis-printed wedding programs. A new order was then placed on 11/5/2021. This new order was also expedited on 11/5/21.

  
  The customer later contacted us on 11/9/21 looking for an update on their order. After they were told that production was contacted, the customer said that they have no confidence in Zazzle and they asked for a refund and the production process to be halted. The order was cancelled on 11/10/21. 

  
  On December 16th they emailed us looking for a refund, with a screen shot of the order which was placed on 10/24/2021. On December 23rd 2021, the customer was told that the order placed on 11/5/2021 was paid for with a gift certificate and the funds went back as a gift certificate. 

  
  They responded saying they are pursuing action with their credit card company and that they will be reaching out to the BBB. They claimed that they were told they would receive a refund. They also wanted to speak to a supervisor. 

  
  Another agent followed up on December 23rd, and offer them promotional codes over their issues. They were given a 30% off code, which is set to expire on 1/31/21. The customer instantly responded saying they have filed a complaint with the BBB. 

  
  On 12/28/21 the customer was given a full refund of the order placed on 10/24/2021. They were then emailed confirmation of this refund. They were also told the funds will be back within the next 5-7 business days, depending on the processing speed of your financial institution.
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two separate orders, one on 11/29 & the other on 11/30. Both orders cannot be located & zazzle is not responding to my inquiry as to how we will resolve this. My orders are Christmas cards & a Christmas gift, so this is time sensitive. Two items state they are still waiting to be picked up, despite the tracking stating a label was created on 12/4. Another item has been sitting in ******** since 12/6 & was guaranteed to arrive by today, 12/8, but it has not left ********. I have made serval ****************** been ignored. I have also since been locked out of my online account that Ive been using for business for over 2 year.

  Business response

  12/16/2021

  The customer ordered holiday cards on 11/29/21. The customer originally contacted us about their shipping status on 12/5/21. They were lost in transit and a reprint was requested. This was shipped out on 12/15/21. The customer was then emailed on 12/16/21 the tracking number and the estimated date for delivery, which is 12/18/21. 
   
  The customer made a second ********************** Order on 12/2/2021. This was for holiday cards and a mug. The mug was shipped out and delivered to their front door on December 13, 2021 at 4:04 pm. The holiday cards were then delivered on Wednesday, December 15 at 4:10 P.M. An email was sent to the customer to confirm that both of these have been delivered.
  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Zazzle.com on 10/31/21 and received a notification that a shipping label was created on 11/8/2021, however, the tracking updates through ***MI show that the item NEVER left their facility. I have contacted them multiple times and they have told me that they think the delivery carrier lost it. The package shows never being received by the ****** They have told me TWICE that they would immediately ship out a "new" package. My two items were not even personalized. I still have not received my order that I paid $40.58 for. I ordered two self-inking stamp bases with no customization. I have yet to receive my order or receive a refund. At this point I just want my money back.My order number is 131-93525235-1579073.The **** tracking number they provided is *** Mail Innovations **************************

  Business response

  12/15/2021

  **************** originally contacted Zazzle on 11/24/2021 in relation to an order of stamps. *** tracking had not shown any updates beyond the creation of the shipping label on 11/8/2021. Upon investigation with our production team, ****************** package could not be located and as such a replacement was offered by a Zazzle representative on 11/30/2021. These replacement stamps are showing as having being delivered to **************** on 12/10/2021. Zazzle has reached out to **************** directly to confirm delivery of this replacement.

  Customer response

  12/16/2021

  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,
  
  *************************

*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. ↩