Complaints

This profile includes complaints for Zola, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zola, Inc.

  150 Broadway Fl 19 New York, NY 10038-4324

• 

  Zola, Inc.

  168 5th Ave New York, NY 10010-5910

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:05/01/2025

  Type:Delivery 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.

  Order from Zola arrived broken. Package was refused. Zola sent a new item and that also arrived broken. Package was refused.Emailed Zola several times to request a refund. Zola has refused to provide refund.

  Customer Answer

  Date: 05/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising 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 02/21/25 we purchased 40 wedding invitations from Zola with expedited shipping and an advertised delivery date of 02/28. We chose to purchase these particular invites and paid for the expedited shipping because of the advertised delivery date from Zola. Our wedding is only a few months away and we needed invites quickly. On 02/25/25 we reached out to Zola requesting information regarding our order as our delivery date was 2 days away and we hadnt received any form of communication about shipping and tracking. We notified Zola customer service that if they were unable to provide the products in the time frame advertised we were not interested in the product and wanted a refund. On 02/26/25 at 5:30 pm we finally received a tracking number stating that our order still had not shipped and there was no estimated delivery date. At 6:31 pm we received an email stating that they were reprinting our order would provide us with expedited shipping. We discovered that they had cancelled the shipping of our previous order.They have refused multiple requests for them to cancel and refund an order that they failed to produce in a timely manner and instead chose to remake our order after we had already stated that we did not agree to delayed delivery of our product due to their negligence in producing our order.Zola lied blatantly lied to us about their ability to produce and ship our order in a timely manner in order to coerce us into purchasing from their site and paying extra for expedited shipping in order to receive our invitations in time even though they were fully aware they would be unable to meet the advertised delivery date. We are now having to purchase invitations elsewhere due to Zolas misleading and fraudulent advertising.

  Business Response

  Date: 03/05/2025

  Hi ****,
  
  
  Thanks for reaching out - happy to help!
  
  

  
  I completely understand how frustrating this situation must have been for you, and sincerely apologize for any inconvenience it caused. Weve processed a refund, and you should see it reflected in your account within 3-5 business days. Theres no need to return the orderyoure welcome to keep or dispose of it as you see fit.

   

  If we can do more to assist, please let us know at ************************************************************.

• Initial Complaint

  Date:10/16/2024

  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.

  Refusing to convert the gift cards to cash, despite not being transparent to guests on the platform. Guests were attempting to give us cash.

  Business Response

  Date: 10/23/2024

  Hi *******,
  
  Thanks for reaching out - happy to help!
  
  Thank you for your feedback regarding your recent experience with us. We appreciate you bringing this matter to our attention, and were glad to hear that it has been resolved to your satisfaction.
  
  When we spoke on October 22, 2024, we offered to convert 50% of the Zola gift cards received and the 2 unavailable orders to a cash transfer for a total of $1,034.41, as a one-time exception. This offer was accepted and transferred to the bank account on file ending in ****. Please allow 1-3 business days for the funds to arrive in your bank account.
  
  If you have any further concerns or suggestions, please dont hesitate to reach out at ***********************************

  Customer Answer

  Date: 10/23/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  One of my wedding guests paid Zola for a pan as a gift for me, months ago. Zola is refusing to provide the pan, saying it is "out of stock" and keeps trying to get me to take Zola credit instead of the pan or a refund. The first time they told me it would be in stock and shipped after July 10, but now they are saying there is no expected restock date. The exact pan is available from the manufacturer and every other website I've checked. I've attached my correspondence with Zola where they repeatedly ignore my actual request.

  Business Response

  Date: 07/03/2024

  Hi ****,
  
  
  Thanks for reaching out - happy to help!
  
  
  Our apologies if there was any confusion. You received the cancelation confirmation and refund in credits for the Fry Pan because it is automated when the action takes place. We then manually converted the credits to a cash transfer and sent them to the bank on file.
  
  We issued the conversion and transfer today, July 3, for $140.36 for the backordered 12in Fry pan with Lid, order ********, and $129.56 yesterday, July 2, for order ********, the 3 Quart d3 Tri-Ply Saucepan with Lid. These funds should arrive at your bank within 1-3 business days, depending on your bank.
  
  I've also issued $100 in Zola credits for the inconvenience with these two orders. You can use the credits towards an item we offer or on a gift card like Target or Sephora.
  
  
  If we can do anything more to assist, please reach out via **********************************.
  
  
  All my best,
  *******  *** *** *** **** ***** *** *** ************

• Initial Complaint

  Date:06/14/2024

  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.

  My daughter is getting married this summer and is using Zola, a wedding resource website. My daughter found a caterer on the site and agreed to use them for her big day. He - *************** required a $1267.20 deposit. Once I made the deposit payment on 2/1/2024 he canceled the "tasting" claiming a medical emergency. He claimed that a refund was processing but we never received it and he discontinued communication. I request that Zola get involved as I beleive they should be accountable for the vendors on their site. I contact thier support team and provided the details of the situation. They have failed to address the matter which I find inexcusable. If you review the website Chef D is still listed as a trusted vendor and there is another individual that is also added a review stating their deposit was also kept. I'm hoping that the BBB can assist. Thank you.

  Business Response

  Date: 06/25/2024

  Thank you for taking the time to submit this report, though we truly apologize for the disappointing experience. Zola is a free, public marketplace that connects independent wedding vendors with couples getting married. Based on our Terms of Use which can be found here: ******************************************** and are signed during account registration, ********************** does not endorse any specific vendor or their services and cannot be a party to resolving any dispute of contracts or agreements between vendors and Zola users.
  
  We greatly appreciate the feedback regarding this vendor and have completed an internal review which resulted in removal of the vendor listing. I have followed up on your internal communication to our support team as well providing this resolution. If there are any additional outstanding concerns, please don't hesitate to let us know.

• Initial Complaint

  Date:05/03/2024

  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.

  Order for a wedding gift placed Dec 2023 for THE FOREST 3 PIECE ALL PURPOSE MIXING BOWL SET (ORDER #********). It was for an April 2024 wedding. When I didn't hear from recipient, I called ZOLA and was told that the item above had been charged to my account but it was on backorder. I called back 2 weeks later and spoke with a gentleman whose English I couldnt understand. He didn't not understand why I was calling. So I ordered and paid for a gift in Decenber 2023 for $107.99 + tax and nothing was sent or received from ZOLA

  Business Response

  Date: 05/07/2024

  ******* here, I'm the customer service supervisor with **********************. I wanted to touch base with you regarding your BBB Complaint #********.  I want to sincerely apologize that In The Forest 3- Piece All Purpose Mixing Bowl Set is on backorder until June 13.

  I am truly sorry for this experience and can offer a few options for next steps:

  1. Keep the order as-is + ship to the current address once available.
  2. Update the address to ship the gift directly to the couple. In this case, we'll provide a Zola Gift Voucher to make sure you have something physical to put inside a card and hand the couple for their celebration.
  3. Cancel the order and refund in full
  
  Let me know how you'd like to proceed and I'll take care of the resolution right away.

  
  I hope this helps clear things up and I'm truly sorry for any inconvenience. Please let me know how youd like to proceed or if you have any other questions by reaching out to **********************************

  
  All my best,

• Initial Complaint

  Date:04/23/2024

  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.

  I have an account with ********************** as a wedding vendor. As a Zola vendor, couples getting married can find me and inquire to work with me, and they can also leave reviews under my profile. On July 4, 2023 a client that hire me only for baby photos left an unfair negative review on my Zola account. *********************** review rules state that the client must have hired the vendor for a wedding-related service in order for the review to be valid. Because this client did not hire me or ever discuss wedding related photography with me, and her review was purely regarding baby photos, I asked Zola to take the review off of my profile because it has negatively affected my business. I separately addressed the issue with the client and never got a response. After my first time reaching out to Zola on December 19, 2023 I received a response back saying they would respond in 2 business days, but I did not get a response back until 12/27. This response stated We have reached out to the reviewer to ask for supporting documentation for the disputed review (contracts, screenshots, emails, etc). If they do not respond, we will remove the listing by January 5th 2024 and the reviewer will not be notified. I responded by asking that my account just be removed because I was nervous about retaliation from the client. Reviews make or break the wellbeing of my business and it was very important to me this review was removed or my account shut down which isnt possible for vendors to do without contacting Zola. No one ever responded to my requests after that, I was never notified if the client responded, and my account was not removed as stated on January 5th. I have followed up many many times, to all the possible Zola support emails as well as left messages by phone, and I am now very sure that they are ignoring me and refusing to remove my account. This issue has caused damages to my business that I cant recoup and Im not sure who else to ask for help. I would like help deleting my account. Thank you!

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  Zola has emailed me in reference to complaint ID ********, and they have deleted my profile as requested. Thank you for your help!
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2024

  Type:Delivery 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.

  We ordered our Save the Dates from Zola and they arrived damaged 4 days ago. More than half of the 90 cards that were ordered are bent (some missing ink) in one of the corners. It looks as if someone dropped the entire stack of cards on that corner. The box they were delivered in was in perfect condition, which leads us to believe Zola knowingly sent damaged products. They have no working phone number you can call it says they are not taking calls at this time. I have emailed two support and advisor emails and have received no response. I have followed up 3 times now. Nothing to even indicate they are in receipt of my email. We are just wanting new Save the Dates to be sent because we refuse to send out damaged cards to our guests. We are not asking for our money back. We just want new cards. This is a time-sensitive matter and we do not have time to play games.

  Customer Answer

  Date: 04/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2024

  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 sent request to remove my wedding details off of normal ****** search options and to delete my account, but the emails come back as undeliverable. I have also attempted to delete my account/profile directly from my Zola account and that option is not presented. I would like to have my account deleted and removed from public searches.

  Business Response

  Date: 04/23/2024

  Hi ******, 

  Thank you for reaching out. We'd be more than happy to assist in your request to deactivate/delete your account. Please email us at ********************************** with your request and we'll get on that right away.

  If you would, instead, like to submit a deletion, access or similar request regarding your personal information under applicable data privacy laws, such as the California Privacy Rights Act (CPRA), please complete our privacy request form here************************************* For information about what information we will need to validate your request and what constitutes a valid request, please refer to our privacy policy at ************************************************

  Have a great day, 

  ***

  
  

• Initial Complaint

  Date:02/07/2024

  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.

  I signed up with Zola Wedding Registry when getting married. Zola markets gift cards which guests can purchase through the registry. One of my guest purchased a wine.com gift card via Zola registry in the amount of $100. I then needed to redeem the gift on Zolas website and then they email you a code to use on the wine.com website. However, when I attempted to use the code from Zola, I received an error message that it has been used already. I have been emailing with the Zola representatives since December 18, 2023 to resolve this issue. Today, February 6, ****, I finally received a response from Zola with a new code to use. When I applied the code on wine.com, I received another error message stating the code has already been used. I cannot understand why this is so incredibly difficult to resolve. It seems like fraud.

  Business Response

  Date: 02/09/2024

  Hi there, 

  I appreciate you flagging this concern. 
  Happy to report that we have reached an amicable resolution to provide a refund of the cash value equivalent that has been sent to ********'s bank account on file. I'm very sorry for the delay and hassle in reaching a resolution. 

  All my best, 

  ***