ComplaintsforZazzle.com, Inc.

• 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.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023 I purchased a t-shirt from the website Zazzle. I did not have any issues with that order paid for it received it everything was fine. today June 6th shortly after 7:00 a.m. I received an alert from my bank that I had a charge for ***** logged into my account and seen that the charge was from Zazzle. immediately I went to their website I logged into the account I had to create when I purchased something last year and went under orders. there is no new order placed under my account. However they do have my card info saved in their system so clearly this information is not secure and protected as someone somehow was able to access my payment information and use it to either pay themselves as a seller or to order something under their own account to their own address using my card. I reached out by email but they have no other means and this is a serious issue that needs to be resolved ASAP as there is a security risk here with this website clearly. I want to know what this order is, who the seller is that claims to have received this order, and what account with the name and address was used to place this order using my credit card information as this is info I will need to possibly give to police for fraud charges if this was someone hacking and stealing my info. I also want the charge canceled of course. I will be calling my bank as well. They will have to go by the last four digits of the card used to track the order and that is 5502 **** and it is choice ************* credit Union. The charge specifically says: 5399 Zazzle *** ********************************************** ***- $***** And it is a pending charge as of June 6th 2024. I got the alert shortly after 7:00 a.m. I would also like everything of mine particularly my payment information completely wiped from their system to the point where it's no longer possible to find even if their site is hacked.

  Business response

  06/06/2024

  The customer, *********************, placed an order for a T-shirt on 5/4/2023. When placing this order,they selected to sign up for the 30-day free trial of our Zazzle ************* membership to avail of free shipping on that order, and agreed to the terms and conditions. On the sign-up page the customer would have seen the following message: By signing up, I agree to the Zazzle Plus Terms & Conditions and authorize an annual charge of $19.95 after the 30-day free trial until I cancel. The customer made no attempt to cancel their trial or their membership after it renewed on 6/5/2023, as a result, their membership renewed again on 6/6/2024 for the next year of free shipping. The customer contacted us by email on 6/6/2024 explaining they did not realize they had signed up for the membership and requested for it to be cancelled and refunded. Our customer service team responded to the customer explaining the charge, and as a strict one-time courtesy, cancelled the membership and provided them with a refund of $19.95.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I continue to receive emails from Zazzle.com even after I communicated to them to close out my account and want no further contact of any kind from them. Their emails come every day and will not stop. I delete them and cannot block them. Their response was that ''when the next batch of cancellations are done, we will do so". Since when are they allowed to get away with this? It's harassment. When I check my emails, it's the first one on the list every time. If I delete it out and come back on later, it's back and the first one the list. I found out they are not an accredited with BBB and because of that, they are given an A rating. I also see if you make an account with them, your agreeing to let them give your info to their affiliates. Someone needs to look into their business practices and that's why I am notifying you.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed two orders with Zazzle for customized can coolers. My first order was for 10 customized can coolers at a cost of $9.50 each ($57.00). After tax and shipping, I was billed $69.72. This was order ID # ******************** placed on 4/27/2024. I received the coolers and one side was printed correctly while the second side of each of the 10 coolers was incorrect. I emailed customer support and was told to keep the items because they could not be resold because of the customization. I was given the option of a refund or an account credit. I chose the account credit because I wanted to reorder the items, assuming the same mistake wouldnt happen again. When I went to reorder the items, I noticed that the account credit was not for the full $69.72. Instead, the credit was only $61.27. I thought that was strange but really wanted the coolers so began the process a second time. This was order #***-05132117-1783541 plcaed on 5/18/2024. However, because the price of the coolers had changed in the few weeks between orders, and the lack of a full credit, I was only able to order 6 coolers, now $10.45 each for a total of $50.16. After tax and shipping the order total was $61.94, which exceed the cost of the credit by $0.67 cents. When I received this order, the same mistake was made. One side of the cooler was printed correctly while the second side on ecah was not. After the second mistake, I reached out to customer service and stated I wanted a refund to my credit card. I just noticed that I was given a credit to the Zazzle account for the amount of $53.25, which is obviously much less than the $61.94. In total, between the two orders, my total refund should be $70.39. I offered to return the defective product but was told to keep or recycle them but then received a subsequent email asking me to return the product at my expense. Zazzle needs to provide a full refund and a prepaid shipping label so I can return the items.

  Business response

  06/05/2024

  When the customer (*********************) placed their first order of can coolers on 4/27/2024, the order was placed with the typo already on the back of the design. As we cannot modify existing orders, our customer service team offered ********************** account credit for the cost of the products so they could correct the design and reorder. Zazzles return policies only cover shipping and return shipping costs when the product is damaged or defective, it does not cover customization errors made by the customer. When the customer reordered the can coolers, the typo was still present on the design, and shows in the preview images before adding the product to the cart. The customer requested a refund on this 2nd order, however, as this order was placed using Zazzle account credit,it was returned to the Zazzle account. As of 5/31/2024 we have removed the credit from the customers ********************** account and issued a full refund of $69.72 to their original payment method, for their 1st order. We have included the shipping costs in this refund as a strict one-time courtesy. 

  Customer response

  06/06/2024

  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 14th I received an email from Zazzle informing me that my Zazzle account was terminated based on FALSE accusations of unlicensed use of others copyrighted, trademarked or otherwise protected intellectual property.I provided Zazzle with documented proof from the United States Patent and **************** (USPTO) that I was not in violation of the false accusations twice. Yet Zazzle refused to look into my documented evidence and solely decided to terminate my account on a letter they received with no evidence to back up the claim.I even offered Zazzle my original digital artwork as evidence of my work, yet Zazzle continued to terminate my account without due process. This is a list of what IP the Combat ******************************* owns according to the *********************************************************************************************************************** **************************************************************************************************************************** **************************************************************************************************************************** My original artwork is not on that list.According to the ****** they do NOT own the term "Combat Vets". According to the ****** they do NOT own my design.I am asking for my account to be fully restored. I am also asking that the Combat ******************************* not be allowed to make blanket cease and desist demands. Their demands must be specific and point to a specific IP violation referenced to the USPTO.Your Zazzle Account - Terminated .************* Incident Reference Number: CAS-*******-V8P0Z8 Incident Reference Number: CAS-*******-X6W0W5 Product ********************* Product *********************

  Business response

  06/06/2024

  This customer was informed on January 29, 2024 that their design was being removed due to an infringement claim by the Combat *******************************.While the design is not the exactly identical to the Associations trademark,it is certainly similar enough to create customer confusion (United States Patent and **************** registration number: *******). When the customer wrote in to protest, we informed them that they would need to contact the Combat ******************************* directly to resolve this matter and we gave them the Associations contact information. Instead, however, the customer chose to re-upload the same design to the Marketplace on January 31, 2024. This qualifies as repeat infringement and grounds for account termination per our User Agreement, section 27.9. As such, the account was terminated due to repeated content violations.

  Customer response

  06/10/2024

  Complaint: 21740914
  
  I am rejecting this response because:

  Zazzle states that I was informed that my design was being removed due to an infringement claim by the Combat ******************************** This is a false claim, and therefore, my design should NEVER have been removed.
  
  Secondly, Zazzle states, "While the design is not the exactly identical to the Associations trademark, it is certainly similar enough to create customer confusion (United States Patent and **************** registration number: *******)." (see attached)
  
  Registration number: ******* is the "Auxiliary Combat Vets" registered design. It has a circular design with the words "Auxiliary Combat Vets" surrounding a very particular skull. My design is NOT a circular design. My design does NOT contain the words "Auxiliary". My design does NOT have words surrounding it. My design has words inside the skull. Their design does NOT have words inside of the skull. (see attached)
  
  Therefore, my design is NOT "similar enough to create customer confusion (United States Patent and **************** registration number: *******)." Therefore, this does NOT qualify as repeat infringement and grounds for account termination per User Agreement, section 27.9. And as such, there has NOT been any repeated content violations.
  
  What you have is an organization, the Combat ******************************** that is targeting any design that uses a skull and the words "Combat Vets", a combination that they do NOT hold the copyright to.

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

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item through Zazzle.com. In order to buy stuff from Zazzle.com and receive free shipping, there's a trial version you can use. I normally do that because it'll be temporary and I deactivate the account prior to the trial expiration date.However, Zazzle.com website does not have a direct "DEACTIVATION" or "DELETION" of account section. It must be processed differently. Even though they say there is a button for it. It DOES NOT EXIST. You have to email customer service and let them know and they will "get back to you".Long story short, I emailed them ahead of time. They STILL process the renewal. **** took money from my account.

  Business response

  05/22/2024

  The customer (***********************) placed an order on 4/17/2024 for stickers, and signed up for our 30-day free trial of our Zazzle Plus membership to avail of free standard shipping. The customer did not cancel the auto-renew from their Zazzle Plus settings on their account page, and did not reach out to us prior to the membership renewal to request we cancel the membership on their behalf.We first received contact from the customer via email on the day the membership renewed, after they were already charged the $19.95 for the full annual membership, on 5/19/2024. In their email, they claim to have contacted us a week prior requesting to cancel the membership, but there were no previous emails received from the customer. One of our ************* Supervisors replied to the customer on 5/20/2024 to inform them we have disabled the auto-renew on their membership so they will not be charged again next year. On 5/22/2024 we issued a refund for the cost of the Zazzle Plus membership and deactivated the membership from the customers account. An email was sent to the customer to confirm this refund. ********************** Plus members can disable the auto-renew feature on their Zazzle Plus Settings page through their account: ************************************************************************

  Customer response

  05/23/2024

  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

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered key chains from Zazzle *** online store and they canceled the order because they stated that the picture on the key chains wont have clarity and they didnt provide me a refund. This has been two months since this happened.

  Business response

  05/23/2024

  The customer placed an order for 50 keychains on 3/26/2024. Our Quality Control team reached out to the customer via email on the same day to explain the image they uploaded was low quality and would be blurry/pixelated once printed, and inquired if the customer wanted us to cancel the order or proceed with the low-resolution image. They also explained if they received no answer within 2 business days the order may be cancelled. The customer responded the same day requesting images of how it will appear once printed and were sent the images within 10 minutes.  We didnt receive any further response from the customer, so the order was cancelled on 3/28/2024. As the charge had not yet cleared and was being held in a pending state by the customers financial institution, ********************** never received the funds for this order. The customer reached out to us again on 4/1/2024 inquiring about the cancellation and captured funds, to which our Quality Control team and **************** team explained the pending charge should drop off their account within 3-5 business days. The customer will need to reach out to their financial institution if the captured funds have not yet returned to their account.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zazzle = I ordered 3 special mugs as gifts. They arrived and are cheap $1.99 dollar store tumblers w/ hard to read design. That was bad enough. I could not address it due to caring for an autistic child. Then Zazzle took out another charge of $19.99 which was in fine print somewhere, and not authorized by me. Their statement Please note that this was a voluntary membership offered to customers during the checkout process to save on shipping costs. As Zazzle takes these claims seriously, we took the steps to disable the auto-renew to prevent further charges and suspend the account until further notice. So they would not let me back in to this account to even see how this charge was applied, or how to cancel it. They had intended to "auto-renew" annually, which I never saw. The fact that the mugs were such junk upon arrival, I was never going to use that site again. When I wrote to them, I told them it was fraud to put on a charge that no one knew about, just because they have my credit card data, and put some kind of a time limit on the shipped items that expired without me even knowing about it. They have been vile to deal with, and for under $100, I have had to contact Paypal and them as though I bought a 50K yacht. I told them I wanted a refund, they have not given one, and they have locked me out of the account that the $19.99 fee is for. That's also fraud. I want a refund, and to stay out of that business, I would never shop there or order anything again. No one can charge you for a fee, and then lock you out of the website, because you called them out for trying to stick a charge you did not sign up for.

  Business response

  04/17/2024

  The customer (***************************) placed an order for 3 mugs on 2/25/2024. When placing this order, the customer selected to sign up for the ****** free trial of Zazzle Plus to receive free standard shipping. On the sign-up page the customer would have seen the following message: By signing up, I agree to the Zazzle Plus Terms & Conditions and authorize an annual charge of $19.95 after the 30-day free trial until I cancel. You may cancel anytime by visiting Your Account. As stated in the Zazzle Plus Terms &Conditions: 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. UNLESS YOU NOTIFY US BEFORE RENEWAL THAT YOU WANT TO CANCEL OR DO NOT WANT TO AUTO RENEW, YOU UNDERSTAND YOUR MEMBERSHIP WILL AUTOMATICALLY RENEW AND YOU AUTHORIZE US (WITHOUT NOTICE TO YOU) TO COLLECT THE THEN-APPLICABLE ANNUAL MEMBERSHIP FEE AND ANY TAXES, USING ANY CREDIT CARD OR PAYPAL ACCOUNT WE HAVE ON RECORD FOR YOU. The customer agreed to these terms when they signed up to the membership, and did not attempt to cancel their membership trial. The customer did not contact our **************** team regarding their dissatisfaction with their mug order or Zazzle Plus membership, and on 4/9/2024 we received a chargeback from PayPal for the amount of the customers order, $48.62. **************** reached out to the customer to inquire if we could assist with their order and provide a resolution on our end. A refund for the cost of the order was issued on 4/10/2024. As the customer disputed the ********************** Plus membership charge through PayPal, PayPal are currently looking into the issue and have set the date of 4/19/2024 for the issue to be investigated and a resolution provided for the customer.

  Customer response

  04/18/2024

   
  Complaint: 21560395
  
  I am rejecting this response because:  Zazzle is lying.  They DO NOT show this language in their free shipping trial, nor do they have ANY option to cancel or get out of this scam of the free shipping, and then a $19.99 charge put into your account.  When I contacted them and said this was not lawful and a fraud, they locked me out of the account so I could not even see.  Also, once they put on this charge, they do not have any to even refund it partially, for example for people that don't use them again, they don't have any opt out of this service.  When I contacted ******, any party should fill out a request for not receiving that service, especially since it is not clearly explained at all, nor can you go in and cancel it.  It's a "service"  If you are not using that service and don't want to order more items, for a "year" on autopay, they have to provide a legal way to cancel it.  Otherwise it's extortion.  ****** told me to fill out an IC3 crime report to end their even trying to extort this money from anyone, because it is NOT worded legally and they cannot do this over a sale.  They trap people w/ their purchase and like I said, much later, add on the $19.99 trying to have people not catch it on their charge card. Zazzle was vile to me as a customer, and when they kept my account locked for days I could not even go in and find the wording.  They don't have any right at all to lock someone out of an account, and to be charging them for a service.   What they are doing is a federal felony, and the way they worded their answer, they are blaming the customer for not accepting their scam.  Who does that?  Only a scammer.  Anyone that buys a "service" like a year's worth of shipping has to be able to legally cancel it if they are not going to use the service, otherwise it's extortion.  Also, it is NOT clear what they did, or this complaint would not have been filed.  They are 100% wrong and unlawful, and need to own it, and amend their policy.  It was Paypal that told me this is an internet crime.  So they do not get to word it as though I am to blame.  Being tricked while they have my credit card data is not an oversight, it's a felony.
  
  Sincerely,
  
  *********************

  Business response

  04/18/2024

  When the customer signed up to the ********************** Plus membership to avail of free shipping while placing their order of mugs,they would have been brought to a sign-up page (image attached for reference)which states they will be charged for the annual membership of $19.95 after the 30-day free trial until cancelled. There was also a link to the Zazzle Plus benefits and information page, as well as a link to the Zazzle Plus Terms &Conditions which they also agreed to by signing up for the membership. The customer was sent a confirmation email that they signed up for the membership trial on 2/25/2024 at 7:18:48 PM. They were also sent a one-week warning email on 3/21/2024,at 6:15:09 AM reminding them that their membership trial was ending and would renew in 7 days for the price of $19.95. The customer was then sent a confirmation email that their annual membership had begun, and that they were charged, on 3/28/2024, at 2:32:55 AM as they did not cancel the membership before the trial ended. All these emails were sent to the email address the customer used to place their mug order and sign up for the Zazzle Plus membership; ********************* The customer was informed by our team that the auto-renew for their membership was disabled on 3/28/2024 before their account was suspended due to the claims made by the customer regarding fraud.This was to ensure no further charges would occur once the current membership expired. The customers account has since been reinstated on 4/11/2024. We have included a link to the Zazzle Plus Terms & Conditions the customer agreed to when signing up for the membership here: *************************************************************************** have also included a link to the Zazzle Plus page which allows customers to sign up and explains all the benefits and frequently asked questions regarding the membership here: *************************************************************. Both of these links were available to the customer during the sign-up process, as shown in the image attached.

  Customer response

  04/18/2024

   
  Complaint: 21560395
  
  I am rejecting this response because: whatever they did at the onset was not clear to me or to many people.  I regret every minute of finding this website, that's a bad way to feel.  If these notices came, they may have arrived in junk mail?  I am not sure because I never intended to buy again.  It was not clear in the original offer what the free shipping deal was, so moving forward, this site cannot depend that a customer got their deal.  I want to just disconnect and pray they do a better job on their "deal".  It was a huge ****** for me, I have now been refunded, but they operate in bad faith and give their customers a hard time.  Without being able to talk on the phone, they assume everyone got their instructions, which many people like myself might not get it.  And lastly to "blame" people that did not know, or even receive notices is on them.  I would never treat a customer this way.  They cannot assume any particular buyer got what their policy was.  It's presented when you order at the end of the purchase, do you want free shipping.  The terms are not clearly spelled out.  You click yes, and then it ends the order.  They need to present that offer in a way  meaning "If you want free shipping, we have a 30 day offer.  The terms are abc,  they word it to trap people lilke myself.  I don't want them to get away w/ this policy, it's deceptive.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After doing business with Zazzle Approximately 3 - 5 years The Zazzle AI Computer erased all records of purchases. Vendors constantly delayed delivery of orders.Vendors are inconsiderate & seldom meet promised deadlines!Vendors demand payment when order is placed &Fail to offer buy now - pay later - after delivery - for all products - purchased!Independent vendors --- Deliveries aren't guaranteed !Recommendation --- Find reliable Companies with --- A+ BBB RATING

  Business response

  04/18/2024

  The customer (*******************************) appears to be signing into the incorrect account using a different email address than the email address associated with all their previous orders.They provided the email address ********************,however, all their previous orders were placed on their account associated with ***********************. Only when they sign into this correct account will they be able to view all previous orders. We do not delete past orders from a customers account. The customer has provided no Order ID to reference the orders they are experiencing issues with; however, they have contacted us by email on 3/26/2024 regarding one of their most recent orders (131-65522985-4192071) for return address labels. The customer stated their package was not delivered; however, the **** tracking shows the package was delivered earlier than the timeframe given during checkout, on 3/16/2024. Our customer service team responded to the customer on 3/26/2024 advising of the tracking information available and inquired if they would like to avail of a free replacement for the entire order if they were still unable to locate the package. As of now, we have not received any response from the customer. We have reached out to the customer again on 4/17/2024 to inquire if they are still experiencing any issues with any of their recent orders.

*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. ↩