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: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.

• Initial Complaint

  Date:01/17/2025

  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.

  Your Zazzle Order # ***-12314077-6318794 ************** DO NOT use Zazzle. Ordered a Christmas ornament that was to be delivered well before Christmas. It was delivered on Jan 16, and it's HORRIBLE quality. This was the replacement they sent because the first one got lost in transit. They only refunded the shipping fee. I asked for a better quality replacement. They refused. HORRIFIC experience!!

  Business Response

  Date: 01/22/2025

  The customer, **** ******, placed this ornament order on 12/6/2024. They reached out to us by email on 1/3/2025 to confirm they never received the package. We issued a replacement for the ornament on 1/7/2025. The customer requested an additional ornament be sent to another address for free as compensation, however we explained this was not possible, and instead issued a refund for the shipping costs on 1/14/2025 for the delay they experienced.The customer received the replacement order on 1/15/2025 and again requested an additional ornament be sent to another recipient and also explained they were unhappy with the quality of the ornament. We issued a refund for the remaining cost of the order on 1/16/2025 as we explained we cannot provide an additional 2 replacements. On 1/17/2025, we explained to the customer again that a full refund has been issued, and if they would like to reorder, they will need to use a different photo as the one they used appears faded. We also provided a free shipping code to the customer should they choose to reorder.

  Customer Answer

  Date: 02/07/2025

  Please see attatchment. 

• Initial Complaint

  Date:01/10/2025

  Type:Delivery 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.

  In November 2024, I ordered invitations and printing issues were apparent. I ordered gift wrap and gift bags that never arrived yet. Its impossible to contact anyone. The customer service number just drops and emails are promises with no action taken.Thank you

• Initial Complaint

  Date:01/04/2025

  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.

  I have been a Zazzle customer for about ten years. I opened an online store to make merchandise for an online chatroom that I run. Three times a year I receive donations from my members that go solely to making personalized items from the Zazzle store to give out as prizes to members. I also purchased their Zazzle plus membership to save the cost on shipping This year I have 16 orders for prizes to give out for Christmas as gifts. After personalizing all of the orders, I noticed that one had been cancelled. I made an inquiry as to why. I was then contact by a person named "Will" from customer support telling me that I had violated their terms and conditions and was accused of drop shipping to customers( they charge 6.99 per item shipped, even if it's for a 5.00 dollar coozie). I was told to stop doing it or they would shut down my account. They didn't even bother to ask what we did or what the order was for. These were Christmas gifts! They informed me that I would have to order the products and have them shipped to my house only. Even though I pay them ***** dollars a year for free shipping to send anywhere. They then suspended my account without contacting me and kept my money for 7 days. I reached out on two occasions to try to clear up the issue, receive an apology, and have them honor my orders. Eight days have gone by and they still have not responded, my account is still suspended, and this is after doing over one hundred orders with this company. This is the most unprofessional behavior I have ever dealt with from a company. I do not suggest anyone do business with this company that would stiff valued customers that have done thousands of dollars in business with them, and cancel 16 orders at Christmas time, all because they wanted to ***** the people that were receiving the gifts for shipping. Their shipping is a racket, and I've sent orders from them all over the world. They didn't honor my business nor my plus account. This is just bad business.

  Business Response

  Date: 01/22/2025

  The customer, *********** ****, placed 15 orders on 12/27/2024 for various items. The customers ********************** Plus membership was used on all these orders to avail of free shipping, however, each order was being shipped to a different recipient at different addresses. These orders were cancelled, and we reached out to the customer by email on 12/28/2024 to explain that they were cancelled as they were in violation of our terms of use for the Zazzle Plus Program. As explained in that email, when the customer signed up for the membership and agreed to the terms of use, they agreed to the following condition: Members of the Zazzle Plus program may not purchase products for the purpose of resale or to ship to their customers or potential customers using ********************** Plus benefits, and we may suspend or terminate your membership if we determine in our sole discretion that you have violated this restriction.We also explained that they will need to ship all future orders to their personal address if they wish to continue using their Zazzle Plus membership.The customer responded on 12/29/2024 confirming that they will not abide by the rules set forth in our terms of use. We explained to the customer that their account will not be reinstated until they agree to stop shipping orders outside of their own personal address. The customer refused and requested their account to be deleted and no further Zazzle Plus memberships to be charged to their account. We then disabled the auto-renew feature on their Zazzle Plus membership as requested and confirmed this with the customer on 1/4/2025.