Complaints

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

close

Find a Location

Zola, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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,

• Initial Complaint

  Date:07/20/2022

  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.

  Zola has locked me out of my account. I was married 5/14 I have over ***** in my account plus other gifts. I have always signed in through ******** and it started locking me out saying they sent an email confirmation problem is I havent used that email in years I have emailed over 6 times no response and what kind of company doesnt have customer service reps or a place to call???? Id like access to my money, gifts and addresses of my guest.

  Business Response

  Date: 07/22/2022

  Hi *****, 
  
  My name is ***** and I am one of the supervisors here at Zola stepping into to help! 
  
  I am so sorry to hear that you have been having trouble accessing your account and I would be happy to help get you back in so that you can receive your gifts. I took a look in the system and I do se that you have two accounts. 
  
  I understand that the account you are trying to access, you are no longer able to access because the hotmail email address associated with that account is no longer valid and because of this you can't access your verification code. When this happens we do have a process in place to help get you back in. I see that ***** the agent you were communicating with supplied you with the necessary steps you need to complete, in order to help us get you back into your account. 
  
  You have not responded to his request, but not to worry, I am going to send you a separate email to the email address you have listed on this complaint with instructions for how to proceed. Once you have completed the steps and respond back within that email chain, I will be able to help you gain access to your account again! 

  Speak soon, 

  
  

• Initial Complaint

  Date:07/19/2022

  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.

  We have been trying to contact Zola now for over 3 weeks since we cannot seem to retrieve our funds from our wedding registry. We have over $6,000 in our account and the website keeps asking for an image from our passport or license which I have provided at least over 10 times now. I've emailed a handful of times, called and waited on the phone for over 20 min to find no one on the other end to help and still have not reached anyone for help. From the other complaints, it seems like this has been an ongoing issue that hasn't really been resolved. Would really like for Zola to release ALL of our funds asap.

  Business Response

  Date: 07/22/2022

  Hi *******, 
  
  My name is ***** and I am a supervisor here on the customer support team stepping in to help! 
  
  I am so sorry to hear about the experience you had trying to transfer your funds and get in contact with us. We are a tiny customer support team who is experiencing higher than normal volume at the moment. We are doing our best to get back to everyone as quickly and efficiently as possible. 
  
  I certainly understand the urgency of receiving your cash gifts as quickly as possible. Our verification process is put in place to help protect your funds and ensure your funds are being transferred to the proper place. There are certain system requirements when uploading an ** and if those are not met or the ** is not legible the system will reject it. I apologize that you had to experience that frustration. I do see that you touched base with one of our team members and they were able to provide you additional details about what might be causing the error with your **. 
  
  On July 19th I see that your ** was uploaded successfully and that your funds have been transferred to the bank account you have on file. You should be seeing the funds arrive in two separate amounts within the next 3-5 business days. One lump sum of $1,697 and another lump sum of $4,826.89. 
  
  If you do not see these funds in your bank account within the next 3-5 business days, please let me know and I would be happy to assist further. 
  
  Warmly, 

• Initial Complaint

  Date:07/13/2022

  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'm a recently married person who used Zola registry with the option for wedding guests to send in cash funds. I have been wanting to cash out those funds since we were married 6.10.2022. I first request for the transfer of funds on 6.29.22, which bounced back as incomplete on 6.30.22 due to a "non-specific error." From then, I started receiving emails requesting "Please update your information" which requested that I submit photo ID to verify me before they transfer funds to my account. I uploaded the photo of my passport. But soon after, I started receiving those "Please update your information" emails multiple times over and over again. I continued to upload the same photo of my passport. So then I turned to the help chat bot - which was very unhelpful and only resulted in generating a support ticket, this was on 7.01.22. I did not hear back, and so repeated the help ticket process again on 7.07.22. Still didn't receive a response. Any response stating that they are working on resolving the issue would have been reassuring. So I called the help number this morning and was on a long hold with only wait music, and no indication of when I should expect to speak with a representative. After long holds both times (called twice), I left a clear and frustrated voicemail this morning at 8am on 7.12.22. I feel that I have no other option than to raise the red flag and ask BBB for intervention and help! I'd like to receive my wedding cash funds to my account ASAP. I'd also like an explanation from Zola as to why they do not have a support team with good response times. Zola should also look into revamping their webpages as they frequently glitch (login page, vendor vs wedding couple page, registry page, etc).

  Business Response

  Date: 07/18/2022

  Hi ******, 
   
  My name is ***** and I am one of the supervisors here on the customer support team. I completely understand what a difficult experience you have had transferring your cash funds and I am truly sorry that you also had so much trouble getting a response from us. Our small customer support team has been experiencing higher volume than normal and we are doing our best to make sure we get back to every customer. 
   
  I did take a look in the system and was able to see that you were communicating with our agent May-***, looking into this it seems you were uploading your passport but our system was not accepting it. May-*** shared that the message she was seeing in our system was that the Password was not readable because it might have been a copy and not the original document. Our verification system is there to help protect you and your funds to make sure they are being transferred to the correct place. I apologize for the delay this caused. 
   
  The identity document that you uploaded on July 14th has been verified and I see on my end that your funds have also transferred through successfully. The funds are estimated to arrive in your bank account within the next 2-3 business days.  If you have any trouble seeing those funds on your statement, please let us know! We would be more than happy to assist. 
   
  Warmly, 
  ***** 

  Customer Answer

  Date: 07/19/2022

  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,
  ****** ***