ComplaintsforZazzle.com, Inc.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a couple of t-shirts and badges off Zazzle website at the beginning of August 2021. The website accepted the purchase and deducted the money from my credit card.The next thing that happened - some items were removed from my order, with an explanation that they are subject to infringement copyright. My first question was, why were the problematic items exibited with a price tag on the website, and they answered that many creators sell their products through the site, so they don't keep track with all of the products. So they pulled the items out of the site, and sent me the items from my order which were ok by legal terms. BUT, I don't know how or why, instead of reducing my initial payment ( 65$), my account was additionally charged for the reduced amount (around 30$) without my consent. Of course I immediately sent an e-mail pointing the anomaly, and they answered that they had review my case, and apologized, promising to refund my initial payment of 60$. But that refund never reached my account. I wrote them again, and they kept sending me a transaction number, asking me to give it to my bank clerks, but there was no sign of any refund whatsoever. They supposedly issued a refund on 12th August, and they now stopped answering my emails, so I have no choice but to complaint and urge for a refund in other ways. Hereby I enclose the screenshots of the email corresponding with the Zazzle support staff.Thanks for your time,Sincerely;*******************

  Business response

  11/16/2021

  
  Zazzle initially contacted Mr./*************** on 08/01 in regards to an order placed that same day. It was noticed by Zazzles ****************** team that there was insufficient billing information on the order was insufficient, as such, the complainants order was placed on hold for security purposes, until it could be verified that they in fact did place the order. Upon receiving the complainants verification, it was noticed that items within Mr./Mrs. Bozics order infringed upon Zazzles copyright policies,, and as such had to be cancelled.Upon this cancellation, a refund of $29.97 had been issued to the account associated with the payment method used. To confirm this, Zazzle provided the complainant with a Transaction ID, which they could use to confirm this with their financial institution. On 09/27, the complainant contacted Zazzle stated that they had not received this refund, citing that the reason for this is because their payment method had expired before the refund had reached it. A Zazzle representative confirmed that there is no indication that this refund would have bounced back to us, and that when a card expires, the funds are still returned to the account connected to the card. The complainant also stated on 10/29, that they were charged to their account, the amount that they should have been refunded. At this time, Zazzle has reached out to the complainant to investigate this further and verify that this is the case, whilst requesting further information which will assist our ****************** in their investigation.

  Customer response

  11/17/2021

  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. 
  
  I went to my bank to get the listing again, only to find out now that what on my bank phone  app was listed as expenditure regarding this transaction ( amount shown in red colour as opposed to income amounts which are usually shown in green), was in the listing shown as an income. Somehow the app presented both transactions as expenditures, which led me to believe that I had been double charged. I deeply apologize for the inconvenience , and therefore would like to withdraw my complaint regarding this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with zazzle that came wrong. They will no longer answer my calls and refuse to give me a means to return them and refuse to give me a refund. Because of this being the second poor experience I've had with them, I need a refund so I can cut ties with zazzle. The first picture is what I ordered the second photo is what I received. As an art and design company these cards are unusable.

  Business response

  11/05/2021

  Ms. **** initially contacted Zazzle on 10/22/2021 in relation to an order of business cards. Ms. **** spoke with a representative who requested images of the business cards received to verify whether the issue was a customization or printing issue, to which Ms. **** agreed. Zazzle did not receive the aforementioned images from the complainant.On 10/25/2021, Ms. **** contacted us again asking for an update, however Zazzle had been waiting for Ms. **** to send the agreed upon images in order to assist further with the issue. Ms. **** sent in further emails, choosing a Zazzle Store credit as a resolution upon sending one of these emails, which was automatically approved and issued to her. Ms. **** contacted Zazzle again on 10/28/2021 and was connected with a representative who removed the store credit she was issued and instead put through the refund that the complainant was seeking. An email was sent the same day to confirm this refund had been issued.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered several shirts from them they sent me wrong size shirts children size not adults

  Business response

  11/02/2021

  Zazzle has not received any previous correspondence from the complainant in relation to the order of shirts that they received. As such Zazzle has reached out to Mr. *********************** to offer some resolutions for this order. Zazzle eagerly awaits a response from the complainant so that we can provide further assistance to them.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They set their default option for shipping to be signing up for their yearly membership. I realized my mistake and immediately contacted customer service. According to the terms of their membership which I had no intent of signing up for, there are no refunds. There customer service refused to help.This is a deceptive business practice.

  Business response

  10/19/2021

  ************** originally contacted Zazzle on 10/16/2021 in relation to a $9.95 charge attributed to our Zazzle ************** This service entitles our customers to receive free standard shipping on all of their orders for this yearly $9.95 payment. This service also has a 30 day free trial that customers can avail of to enjoy the program at no cost during this time period. Upon the end of this ******************************************* the trial if renewal is not switched off prior,this is explained to our customers in the terms and conditions on our site as well as enrollment of the trial and can only be redeemed once per customer. In his contact with a ********************** representative, it was explained to ************** that he had already redeemed his free trial in 2017, and as such was automatically signed up for the service. Zazzle will refund the costs of this service as a courtesy to **************  and have notified him of such through email. 

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a lamp shade and it was printed upside down. I immediately sent photos and described my issue and asked for a replacement for the lamp shade to be printed correctly. I received an email saying they would work on this, and a month later received another email saying I was in error and the lamp shade was printed correctly. I sent photos again saying it is upside down as it is a tree and the entire scene is not right side up. They responded they would send it back to be looked at again. Its been another month, I have followed up asking for a replacement or refund and have not received a response.

  Business response

  10/05/2021

  **************** had originally contacted Zazzle on 08/10/2021 in relation to a lamp shade that she ordered that she stated was printed upside down. A Zazzle representative reached out to our production team in relation to this, to see if this was indeed a printing error, or otherwise. Upon viewing the images sent by ****************, our production team had informed the representative that the lamp shade had been placed on the stand upside down. After further correspondence regarding this order, a Zazzle representative explained to **************** on 09/30/2021 how this issue could be rectified on Ms. ******* end. The variety of lamp fitter used for this lamp is made to sit beneath the bulb. As such, **************** has been informed that she may remove the bulb, place the lamp shade on and put the bulb back in place. At this point, Zazzle has not received any further correspondence from **************** after receiving these instructions. If difficulties persist, she is more than welcome to contact us so we may assist further.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Waiting over a month for a time sensitive order. The customer service line, email, and chat have zero control over anything happening in production. I still don't have an answer on this order, both my events I needed the products for have passed. Order from another company, this one is trash since the pandemic.

  Business response

  10/01/2021

  ****************** originally contacted Zazzle on 09/09/2021 in relation to an order of two face masks that he had placed on 08/29/2021. Whilst at the time, there was a projected make time of around 4-5 business days, unforeseen delays meant that Zazzle was unable to fulfill the estimated make time given to ****************** during checkout.After further correspondence with members of the customer service team and members of upper management, ****************** has been provided with a full refund and his face masks have now been queued for shipment from our facility. Zazzle apologizes for the delays and inconvenience involved and will reach out to ***************** with his unique tracking number, so that he may follow the delivery of said products.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Zazzle sent me a receipt and kept the order.

  Business response

  09/22/2021

  ************ placed an order of tissue paper sheets on 09/03/2021, which had shipped out from our facility on 09/11/2021 and delivered on 09/14/2021. Ms. ***** complaint seems to suggest that the package that was delivered did not contain the tissue paper that was ordered. At this point, Zazzle has not received any correspondence from ************ directly pertaining to this issue. As such, we have reached out to her directly via email so that she may clarify the issue at hand and so we can provide her with the resolution that she is looking for.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered wedding invitations and first the misspelled cordially and 2nd the back of the invitation had the picture of another couple. They promised credit , I tried to use the credit there was none , the is the worst , cheapest company I gave dealt with. For god sakes these were my wedding invitations

  Business response

  09/14/2021

  **************** initially contacted Zazzle on 08/04/2021 regarding a spelling mistake on her order of invitations that was made. A Zazzle representative reached out to **************** in relation to this, advising that as the invitations had entered our production stream, they could not be modified. However, an offer to cancel the order and process a full refund for **************** to reorder was offered. Zazzle did not receive any response in relation to this issue, however **************** did reach out again after receiving her invitations on 08/06, as the template photo was printed on the invitations. This occurred as **************** did not remove or change this prior to checking out. Despite this error, Zazzle did email the complainant with an offer of a store credit, which could be used to reorder the invitations in question with the requested modifications. Zazzle did not receive any confirmation as to whether **************** wanted to accept this credit,and received no further contact in relation to the matter. At this time, we have directly contacted **************** with an offer of various resolutions so that we may assist further.

*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. ↩