ComplaintsforZazzle, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 30 2024 placed order with Zazzle Order ID: ********************, for sympathy thank u cards, under both items Order with 40 min to get soon as OCT 1. That would be the next day. The shipping cost of over ***** is higher than the item, when I placed order within ******************************************************** before OCT 9th, this company continues to placed falsified ads and fail to own up to it, the customer service is the worst. Last year they illegally charged me ***** for a year of shipping charges without my authority and didnt even use, They over drafted my act and failed to refund my money back. A yr before that, I cancelled 4 items and never received on item and they still charged me the 9.99 after addressing the issue over 4 times, they're running a scam and the cs is ridiculous, unqualified liars to falsely claim I will receive a refund and they fail to be accountable. Before I placed this new order I have a chat from a ****** with a attitude and incompetent in answering questions,I asked what does it mean-" Order with 40 min to get soon as OCT 1." ****** is a true waste of time with the incompetent staff. I specifically asked her what does it mean --this woman sad I had 40 min....REALLY? the intelligence of a bird. Its ridiculous in getting an answer and have to deal with poos service. After I placed order conf did not state delivery by Oct 1, they need to refund me the full **** due to their scam and lies and falsified messages on line.

  Business response

  10/01/2024

  Ros ***** contacted Zazzle ************* on with regards to ********************** Plus memberships entered into by them at checkout. Each order has an order summary including the breakdown cost of the product, tax and shipping prior to commitment to pay. Any additional memberships opted into whereby Terms and Conditions must be agreed to are also added to the order summary if chosen. Please see all T&Cs outlined here as follows:
  *********************************************************************************************************************************************
  
  The onus is on that if the customer to read and acknowledge the T&Cs of anything they opt into at checkout, especially a monetary yearly commitment if they so choose.
  
  Regarding shipping and timeframes, all products show estimates upon the product page. At checkout, once a shipping address is input, Zazzle will outline all options available to the customer with dates and prices for standard, premium, express, ZIP, ZIP Plus and of course our memberships. It is up to the customer to select the option most suitable to them. For more, please see here  *********************************************************************************
  
  Ros ***** had a membership opted into the 02/05/2023 which auto renewed on the 02/07/2024. This was cancelled and refunded as a courtesy on the 2/8/2024 to the membership value of $19.95. Any year's prior could not be refunded as Ros saved a total of $70.80 on shipping between a free trial placed 11/05/2022 and a renewal of the membership on the 02/05/2023.
  
  There have been many other orders placed by Ros who faulted these also, placed between the 11/5/2022 and 11/7/2022.  A Supervisor spoke with Ros on the 09/30/2024 with regards to the resolution of many. There have been no faults found on our end. As of today, the 10/01/2024, ********* continues to place orders with us, the latest being 09/30/2024 even with regards to the above.
  
  

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted ****** repeatedly asking them to cancel my Plus Membership. The instructions for cancellation on their website do not appear in my account. I requested this cancellation via phone on 8/11/22, via email on 9/14/23. After 9/23 they told me I couldnt request a refund via email because the email I sent wasnt a registered email on file, so I contacted customer service who assured me they had resolved. I was just charged again this morning. This is almost $100 that they have taken without my permission since the original request and at this point I have every reason to believe they dont intend to process my cancellation request.

  Business response

  10/01/2024

  **** **** contacted Zazzle on the 09/22/2024 with regards to a Zazzle Plus membership charged to her of $19.95. It had been advised no account nor order could be located under her email supplied of *******************
  
  On review of Erins dispute, we cannot find a membership placed under the address supplied of *************************************** nor the phone number provided of ************* either.
  
  Regarding the above, we have since issued a follow-up to **** today the 10/01/2024 to ask if she had perhaps used any other email or billing addresses that may have contributed to her membership charges in an effort to resolve the matter at hand.

  Customer response

  10/02/2024

   
  Complaint: 22288090
  
  I am rejecting this response because:

  I originally contacted this business on 9/22/23 and asked them to cancel my membership.  They responded with the same shrug of the shoulders, yet you can see that many communications, including a welcome and a happy anniversary email were all sent to the email they claim they have no association with.  I asked them not to renew my membership in **************************************  That request also got ignored.  I find it very convenient that they cant locate the email address for cancellations, yet have no problem  sending correspondence to it and clearly havent misplaced my credit card.  I would like a refund and assurance that they are FINALLY agreeing to cancel my membership.

  
  Sincerely,
  
  **** ****

  Business response

  10/03/2024

  Upon further review, it appears the customer had created a second ********************** account using their Apple ID and selected the Hide My Email option which is available to all ***** users. This is the reason we could not locate their Zazzle Plus membership using the email address they previously provided in their original complaint. There was also a different billing address associated with the orders on this other account than the billing address provided in their complaint.
  
  We reached out to the customer on 10/2/2024, to request further information in order to pass our strict data protection policies. Once the customer responds to our email with the correct information requested, we will be more than happy to assist them further with their Zazzle Plus membership inquiry. In the meantime, we have disabled the auto-renew feature on this account to ensure the customer is not charged again when the current membership expires.
  
  We are currently awaiting a response from the customer to assist them further.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I OWN AND OPERATE my ***************************** and Zazzle keeps canceling my orders. They keep telling me i can not use my Business name. I legally own it with an EIN. I also showed them geometry shapes can not be copyrighted and that they already sell materials that have my business name on them and logo. I spoke with 2 people on the phone, i spoke with their design team, one of their quality people by the name of ***** and they just keep pointing to nonsense that is not accurate and this is harming my business for them to not accept my legal business that i have articles of incorporation for. The lady was very rude as was i but this is my business and youre already selling merchandise with the name which is fine but then at the same time make my business cards. They are holding over ****** of mine at the moment and refuse to budge either direction.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The entire ordering process has been a nightmare from beginning till not ending, which is completely unacceptable. I ordered a T-shirt with a childs drawing on the front for her father to wear to her art show and this company cares less if an order arrives on time or if they respond to customers within ANY amount of time - As a customer it is CLEAR you are on *********************** time!!! Which I assure you is without a single ounce of urgency and/or priority.I realized that the package was triggered for a tracking number, but just stayed in the same holding station for days on end. *** reached out to someone asking why it wasnt moving because it was getting close to the delivery deadline and after I waited days for a response they told me that, just wait longer. Its going to end up there on time which it did not end up on time and missed the art show, and I was extremely disappointed in myself for trusting a company to keep their word that I already knew was a little flaky from a previous interaction I had during Covid but I blamed Covid Problems obviously, it was Zazzle problems, but Heartbreaking to not be able to provide a memory that I set out to create. To make matters even worse, I asked that I be refunded for the shipping cost, and once I didnt get the order on time to even be able to use it if Id be refunded for the order and this process has been worse than the ordering process no one gets back to me. Its been weeks. They told me they needed a different ******* I gave them the information for a different ******* They just dragged their feet and could care less, take your business elsewhere

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found two unauthorized charges on my bank account one for ***** on 7/29/24 and another one on 7/24/24 for 5.96. I have contacted them and gave them charge information. I have never been on this web site. Never heard of it. This totally unacceptable! It is fraud!

  Business response

  08/13/2024

  ******************************* reached out to us on the 7/28 with regards to both charges. An investigation was set up by one of our Representatives on the 08/02 but with what little information had been provided and the customers refusal to provide any further information to aid in our investigation, our team in Finance advised we were unable to locate any orders and that it be best for the customer to dispute the charges with their credit card company and that we will fully cooperate with their investigation. A Representative informed ******** of this the same day,08/02.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order in April 2024. Item arrived broken (a personalized mug.). Ad said free returns, but I was required to go through a make it right process before receiving a shipping label. Four months later, *** only received an offer for Zazzle to make it right, but they will not disclose what it is. You have to accept in order to move forward in the process. No responses from customer service besides another let us make it right offer. I just want to return the item and get my money back. I am shocked at the deceptive practices.

  Business response

  08/13/2024

  *************************** emailed us on the 4/25 to report images of the damaged mug received. An offer was sent for a replacement by one of our Representatives as the customer stated the mug arrived broken, but with no specific request regarding preference of reprints,refunds or credits. As the customer never replied, another email was issued by a Representative on the 7/2, again with regards to a reprint offer to which the customer responded on the 7/28 asking what the offer was - when we had twice stated courtesy replacements.
  Finally, a Representative responded on the 7/30 offering either a refund, Zazzle store credit or again the reprint to which no reply has since been received as ******* had never identified her preferred outcome to us.
  As of the 08/02, I have requested that a refund be submitted to our finance team as the request is beyond our 30 day policy. The refund value for the mug in question is $15.60.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on July 5th for 85 baby shower invitations, thank you cards, diaper raffle enclosures and book enclosures. The date that was displayed was July 10th or 11th for delivery today on the 12th I received the invitations and thank you cards. I did not receive the enclosures the shower is August 11th and one part is no used to me without the other pieces. How can they send out half an order? Their response to me is that it comes from two different plants. And my question to them is why aren't the people notified that the items will not be delivered together. Now I am sitting here with all these invitations addressed waiting for things that are going to take another week. This is totally and unacceptable business practice. People should be notified that there are two different plants involved and items may arrive separately. This is very bad business.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number 131-92537853-0414247 I paid $264.45 and over $52 of that was in shipping so I would have my daughters wedding invitations and enclosure cards delivered by 7/12/24. Yesterday (7/11) I saw that only half the order was made and shipped out. I called customer service at 11 AM CST and was assured they had spoken to production team and the shipment would be shipped out that day and overnighted to arrive in time. Called back at 5 PM CST when I still had not received the confirmation email and the app hadnt updated they were even produced. This time I was again told they spoke to production team and it would be sent out immediately. Well here it is the next day (7/12) and they are still not produced the other half of the order or shipped out. So now Ive been lied to by Zazzle twice.

  Business response

  07/25/2024

  ************************* contacted Zazzle ************* on the 7/11 regarding the delay in the production of their enclosure cards. A Zazzle Representative had issued a shipping refund of $56.60 on the same day and had referred the matter to be expedited in production.Due to the trouble caused to Merry, an email has been issued as of the 7/25 for a refund to be issued to the customer to the value of the enclosure cards delivered after the expected timeframe.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Zazzle took $19.95 from my PayPal account, I sent ********************** an email and told them I wanted to cancel the membership, they responded and told me that since I requested to stop my membership past the due date, my membership would be cancelled June of 2025. I did not receive anything from them that the membership was coming due. I ask for my money to be refunded to my PayPal account several times with no response.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered some party invitations through Zazzle (order # ***-11925461-2382959) Upon completing my order the website offered a promotional deal for 1 month free of their Zazzle Plus membership for free shipping. I planned to discontinue this membership prior to the 1 month trial being up so I would not be charged, however there is no place on the website to cancel the trial and I even removed my credit card information so they could not charge me for the membership. However 1 month later I was charged $19.95 for the year of Zazzle Plus membership. I attempted to contact customer service to resolve this issue but they are insistent that it is part of their policy to not offer refunds for cancelling the membership prior to the end of the term. It is unfair and poor customer service to make it so difficult to cancel this membership.

*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. ↩