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:10/31/2022

  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 find Zola's business practice predatory because it marks items as "in stock" when they are not, causing invalid transactions. I was gifted a knife set in August for my wedding that was marked as "in stock". It is now almost November and I have not received the knife set. I canceled the original gift order, received Zola credit because I cannot be refunded, and ordered a different knife set by another brand in hopes of finally receiving a similar gift. Now, I fear the same scenario is happening with this new knife set, as it's been weeks since I placed my order and it has not been fulfilled. In every scenario that this has happened (there have been more beyond just the knives), I have to proactively reach out to Zola's "support" team to inquire about what's going on, only to receive the same automated message that the items are on backorder. This is concerning, as Zola's website states that the items are in stock and gives an estimated ship/arrival window. This is deceptive when the items are actually not in stock. I would not have purchased the items had I known they were on backorder. Ultimately, as a customer I feel trapped because I cannot be refunded / only am allowed to use Zola credits and only receive automated responses to my numerous inquiries. I am beyond frustrated and feel compelled to leave a negative review on BBB in hopes of protecting other customers. I would appreciate finally receiving a personalized response from Zola and an actual opportunity to be refunded due to these multiple shortcomings.

  Business Response

  Date: 11/04/2022

  Hi *****,

  I'm so sorry for the delay of your Shun Premier Knife Set - I certainly understand your frustration. All items that we have on zola.com are in-stock and if an item is on backorder, we note that extended delivery date on each item's product page. Unfortunately, this date can change depending on numerous factors. We do our best to let our customers know when this date does change but, I know that doesn't make things any less frustrating when you're anticipating receiving a wedding gift.

  I took a peek at your order and I'm happy to see that your order was delivered yesterday, November 3. I'm so glad that your order has arrived and I hope you enjoy the knife set.

  If there's anything else you need, please don't hesitate to reach out to our support team.

  Best,

• Initial Complaint

  Date:08/22/2022

  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.

  On 5/30/22, I placed order #******** with Zola bridal registry. I ordered 3 items from *************** all which were listed as IN STOCK. Zola immediately charged my credit card for $67.08, yet waited over a month to try to fill the order, at which time the items were all back-ordered. I have tried to reach someone from their company on the phone on 4 different occasions and have been unsuccessful, I am either left on hold for over 30 minutes, or I get a message saying they aren't taking calls at this time. They have stopped responding to my emailed customer inquiries. I have tried canceling the order and requested a full refund. I have heard nothing. I would like a full refund immediately, as I'm sure this company is going out of business very soon, if it hasn't already.

  Business Response

  Date: 08/26/2022

  Hi *******,

  I'm so sorry for your experience with your order and the items being backordered. I would certainly be frustrated, as well. When we know that an item will be backordered, we do our best to let our customers know and it looks like we did send you two emails letting you know that the items were on backorder. These can sometimes be sent to the spam folder so, it's likely that they went there and you didn't get them.

  I see that you reached out to us three times and spoke to two different agents. Once on July 9 and once on August 20. I apologize for our delayed responses over email - we are in peak wedding season and have much higher volume than usual. I do see that you were able to get everything resolved over the weekend and your order is on its way! I'm so glad you were able to get everything taken care of and, again, I apologize for the delays.

  If there's anything else you need, please don't hesitate to reach out to our support team.

  Best,

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  

  After Zola finally responding to one of my many unanswered emails, Telling me they would issue me a refund, I received the merchandise in the mail a week later! At this point, I will keep the merchandise rather than spend another 3 months dealing with Zola. It took them 2 minutes to charge my credit card, and 3 months to deliver on it. I will NEVER do business with them again.  I appreciate the BBB looking into the matter for me. 

   

  Sincerely, 

  ******* ********

   

   

   

   

  
  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:08/15/2022

  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.

  Used zola as weddonf registry. Asked for home chef gift cards has 5 home chef gift cards purchased on registry. Attempted to useand codes didnt work. Contact home chef they stay what zola provided are not gift cards but are redemption codes for $25 off for new customers. Contact zola to receive gift cards Vs codesand.l was told they dont have gift cards and only codes and suggested I create 5 separate emails to be able to use them as new customers each time. One that fraud and thats not what they advertised 1st customer codes they advertised gift cards which is not was what my registry says. Asked them just to chane to gift card and was told they cantthats better misleading and had I known that I wouldnt have added that to my registry and have people give them as gift. Advertises as gift card and they are not! Cant even use on the site as a gift card as it doesnt have enough letters and numbers

  Business Response

  Date: 08/22/2022

  Hi ********,

  I'm sorry for the confusion and inconveniences with your Home Chef experience. I see that you're currently working with one of our agents who is working to get your refund exception started. At this time we're still waiting to hear back from Home Chef before we're able to get the refund process started.

  I took a peek at our Home Chef product landing page, where you're able to see this experience on ******** and I can confirm that there is a disclaimer in the description that states: "Offer is only valid to first-time customers.". That being said, I'm happy to send this feedback to our Engineering Team to see if there is a way to prevent this experience from being added to a couple's registry more than once. This will help ensure that this won't happen again.

  We'll be sure to follow up with you once we've processed your refund and, in the meantime, please don't hesitate to reach out to our support team if there's anything else you need.

  Best,

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I will accept a refund! However that has not been provided. ***** was told was they would loikinyo refund and let me kno, however not policy. So I never received any corespondence confirming anything

  and as u statedthe description.why even have this on registry? How are wedding guest supposed to know if o was a customize yet as a gift. Dont offer if as option for multiple gifts then.misleading 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/19/2022

  Hi ********,

  Thanks for following up! I'm so sorry for the delay with your refund. We had to work with several teams in order to make it happen but, I see that we were able to refund your Home Chef cards in Zola credit. Those credits are available and can be used to purchase anything on ********.

  Please feel free to reach out to our Support Team if you need anything else!

  Best,

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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.

  Two orders were placed via ZOLA wedding registry on July 14, 2022 from a bridal registry for ************************************************** of $25.99 ......# ******** of $116.20 received email stating the shipment date would be July 27 and delivery Aug 3-Aug 11 It is now Aug 11 and have not received either shipment.I waited on the phone for 20 minutes for someone to answer and hung up.

  Business Response

  Date: 08/22/2022

  Hi *******,

  I'm so sorry for the delay with your orders ******** and ********. I understand that it can be frustrating when you're expecting something to ship and it's delayed.

  I took a peek and I see that both orders have shipped and order ******** has even been delivered. Order ******** should be delivered by the end of the week. Looking closer at these orders, I see that both orders had at least one item that was on backorder and this was the cause of their delayed ship date. We try our best to communicate any shipping delays with our customers and I apologize if you never received these notifications. 

  If you have any additional questions about these or any other orders, please don't hesitate to reach out to our support team.

  Best,

  Customer Answer

  Date: 08/30/2022

  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:08/01/2022

  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 am VERY unhappy I contact Zola and no one ever gets back to me. I just got married and I thought the kalorik Robot Vacuum with Ionic Air Purifier for $119.99, order #******** would relieve stress, it makes more headaches and stress on me. Why would I want a robot vacuum when I STILL need to vacuum because it makes unpleasant lines in my carpet, it barely even moves (it gets stuck on ALL the walls and shuts off), it is defective. I am asking for money as again if I knew this would be a nightmare, I would have NEVER put it on my registry and I would have asked for the money. Now I could have $127.79 and I am sitting in my apartment with this vacuum waiting to return it. I have called, no one picks up, I email in and they say to return it. How? And I ask to speak with higher management, so now I have BBB involved because I would think you would be grateful as I just got married and would help me with this and send me a check for this defective stressful machine.

  Customer Answer

  Date: 08/01/2022

  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:07/29/2022

  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.

  Received a damaged item, they will not return a phone call or email, I have worked for a week on this. I originally wanted an exchange but not want my money back.

  Customer Answer

  Date: 07/29/2022

  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:07/27/2022

  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.

  Hello, Im filing a complaint with Zola. The past two weeks, I have had an issue with receiving the correct amount of rsvp cards to invitations. When I originally put in my order for invites, I assumed the rsvp cards would match the amount of invites I was ordering. To my surprise I received them in the mail, I only received One rsvp card, and 50 invitations. I tried calling Zola, emailing them, using the online chat service and have not been able to reach ANYONE. I have not received any call backs from countless voicemails I've left, or emails on the issue. I finally got a hold of someone yesterday morning, and she told me to put in another order, and gave me a discount code along with discounting $25 on their end to offshoot the extra amount of having to re order all the invitations (you can't just order rsvp cards for some reason). I placed the order, and the 50% discount code she gave me didn't work. so now I had to pay for another full set of invitations. I tried calling all day yesterday and this morning, along with sending another email, and still cannot get in touch with anyone. This is a time sensitive issue which has taken up way to much of my time, and has caused a lot of stress for something that should be very simple. At this point I feel like I should receive a full refund for the second purchase of invitations/rsvp cards to my original form of payment. Im not sure what else to do at this point, and now I'm terrified I won't receive my wedding cash funds we have set up through Zola. especially after reading other peoples complaints from their honeymoon funds. please help! thank you!!! the second order number is ********

• Initial Complaint

  Date:07/26/2022

  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.

  Same issue as many people on here, and Zola really does not seem to care. My wife and I received tens of thousands of dollars for our online registry. We've attempted to withdraw the money but have been unsuccessful. We've had a litany of error messages indicating ******** information" or "Photo verification failed". I spoke to a very unhelpful support agent who assured me after the first time having this problem that if I only upload a photo of the ** again everything will fall into place. I uploaded the ** and had the same issue. It seems like Zola is arbitrarily holding money for their own interest. Today was the final straw. Our wedding was 7/8//2022 and we've been trying daily to receive our gift funds. We got through to a support agent and she said "we see that someone is working on your account and will get back to you" and tried to hang up. Wife and I are afraid the this business is a total scam

  Business Response

  Date: 08/05/2022

  Hi *****,

  My name is **** and I'm the **************** Team Manager here at **********************. 

  I'm so sorry that you had this long and frustrating experience getting your funds transferred from your Zola account to your bank account. This process is not seamless but, I'd like to reassure you that we're actively working on improving this process with our payment provider. 

  I took a peek at your account and I see that all of your funds have been successfully transferred as of July 28 - I'm so glad you were able to receive your funds! Again, I apologize for how long it took to receive them and the inconvenience of the process, as well. Please don't hesitate to reach back out to our support team if there's anything else you need.

  Best,

• Initial Complaint

  Date:07/22/2022

  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 set up a honeymoon fund through zola and received funds from family members. This week I tried to transfer the funds to my bank account and received several emails stating that I needed to update my bank information and provide a photo ID in order to verify my identity and complete the transfer. I updated my bank information and uploaded a photo ID and have not been able to transfer the funds. I have called zola support several times and have not received any calls back. I am extremely frustrated and I regret using Zola for my honeymoon fund. I would not recommend their service to anyone - they have no support for you. Zola - please verify my identity and complete the transfer of funds. This is extremely upsetting and has caused a hardship on us.

  Business Response

  Date: 08/12/2022

  Hi *******

  I'm so sorry to hear that your experience with us wasn't perfect. I'd certainly be frustrated too if I experienced trouble transferring funds from my Zola account to my personal account. This is not a perfect process but, please know that we are actively working on improving our cash funds feature to make the experience much more seamless for our couples.

  I took a peek at your account and I see that you were able to work with our team to get your funds transferred and as of Wednesday, July 27 the funds in question have been transferred. Please don't hesitate to reach out to our support team if there's anything else you need.

  Best,

• Initial Complaint

  Date:07/22/2022

  Type:Customer Service 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.

  We used Zola so our guests at our wedding could contribute online to a cash fund for our registry. We were married on May 29,2022 and our cash fund has a balance of $2,850. We have tried repeatedly to transfer the funds with no success. Every time it asks us to upload a photo ID but it does not accept it. We have called and emailed customer service several times asking specifically to speak to a human to help us resolve the issue and still have had no call back. Now if you try to upload the photo it gives you an error. We are concerned this company is purposely ignoring our calls and emails so that they can keep our money. Please help!

  Business Response

  Date: 08/12/2022

  Hi ********,

  I'm so sorry for the trouble you experienced getting your cash funds transferred from your Zola account to your personal bank account. I certainly understand your frustration in the processes not being seamless and the delays you experienced in receiving your funds. This is certainly not a perfect process and it is something we're actively working to improve for our couples.

  I took a peek at your account and I see that all of your funds have been transferred as of Wednesday, July 27. At this time there are no additional funds in your Zola account.

  Please don't hesitate to reach out to our Support Team if there's anything else you need.

  Best,