Complaints

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

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  Zoek

  530 Technology Dr Irvine, CA 92618-1349

  
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  Zoek

  65 Enterprise Aliso Viejo, CA 92656-2705

  

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:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recommended this service by *** to market my locksmith business. I spoke with ***** who was very nice at first and told me he would be able to get me on ****** and Apple Maps to advertise my company. Shortly after signing a contract, ***** became unresponsive and made me very uncomfortable. I initially paid $1,550 for advertising and $579 for *** services. I eventually got ahold of one of his colleagues who I informed I did not feel comfortable proceeding due to the lack of communication and work on my advertising. Within the first month I had zero impressions and zero customers. The colleague said I would be able to get a refund for the $1,550 since I was not satisfied and did not receive any impressions. The colleague informed they would not refund my $579 although MINIMAL work was done. They emailed me an inflated and inaccurate chart to justify keeping my money. I agreed to take that loss and agreed to the refund for the $1,550 I purchased on May 20th. However I never received any refund at all. It is now about 3 months later I have called their support and have continuously gotten the run around about receiving my refund. Since then, my card has been charged for services I am not receiving and now I am receiving threats for debt collection.

  

  Business Response

  Date: 09/08/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  After reviewing this matter, we would like to clarify the following misrepresentation: The client did, in fact, receive the refund that Zoek agreed to provide for the ******** services. However, at no point was the client informed that they would be receiving a refund for the *** services. In fact, the client was made clearly aware that the *** services could not be canceled and that they would remain active in accordance with the agreement. 
  
  The *** services are part of a legally binding agreement that the client entered into, and the client remains responsible for fulfilling the terms of that agreement. This includes paying the past-due balance and completing the contract as outlined.
  
  Zoek has honored its commitment regarding the ******** refund and continues to stand by the services contracted for ***. Zoek has committed to remaining ready to fulfill its obligations once the account is brought current in accordance with the signed agreement.

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zoek promised me things that just were not true. They claimed to be this amazing website company that can handle all edits and changes that my website needed. They called and emailed me daily for payment and to answer any of my questions. I made the first payment and havent heard from them since. They did not do anything to help my website. They dont respond to emails or calls. They threaten to report me to the credit bureaus if payment is not made even tho I never signed a contract. There are so many scams these days and they promised me so many things just to scam me. They took my $200 dollars over a month ago and I have not received anything for my website.

  

  Business Response

  Date: 09/08/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  We have reviewed this matter, and the reason the most recent requests have not been completed is that the clients payment did not go through and, as a result, services have been placed on hold until billing is updated.
  
  Additionally, it has been determined that even though the client's payment has not gone through, Zoek has offered to complete the requested edits with the understanding that the client will pay the past-due balance upon completion. To that note, Zoek has been actively reaching out to the client to obtain the necessary access to their website in order to complete the requested changes, even without payment. Without this access, Zoek is unable to proceed with the work as outlined.
  
  At this time, a refund will not be provided. To resume services, the client will need to update their payment information so that their account can be brought current. Once that is done and proper access is provided, Zoek will be able to move forward with the requested updates.
  
  Zoek remains committed to delivering the services agreed upon once these outstanding issues are resolved.

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zoek is a preferred marketing agency for *** and they contacted me several times before making contact on July 24, 2025. The salesman, ***** *****, offered me a website for $699 - original price quoted was $1000 which was too expensive for someone on fixed income. They sent me a questionnaire on ****** and it seemed obvious to me that I was going to get some kind of cookie cutter website. I contacted the salesman on July 25 and we both agreed that his company was not a good fit for me. ***** ***** said he submitted ticket for refund on July 25. No refund was forthcoming. I then contacted the billing **** several times and got the run around .I contacted ***** again and he said he had submitted the ticket on July 25.I was the contacted by ***** ****** who seemed oblivious to the situation. I told him I had cancelled and requested refund. He also gave me the runaround. Based on the BBB complaints I read it appears this company has a knack for taking money. They did absolutely zero for me. I then contacted my credit card company to file a dispute. Cannot afford to lose this money I got an email from ******* ***** who also seemed oblivious to the ************ repeat I requested cancellation within 24 hours. This apparently was fine with the salesman and he sent a ticket for this within 24 hours. After the run around and no refund I filed a dispute. They should not challenge this and instead they should provide an apology for the way I was treated and the situation was handled. Horrible business practices

  

  Business Response

  Date: 08/15/2025

  We appreciate the opportunity to address the claims made in this complaint.

  Upon reviewing your account, ********************** sincerely apologizes for the inconvenience and frustration this has caused. The client's cancellation request on July 25, 2025, should have resulted in an immediate refund. Unfortunately, while the sales representative acknowledged the request, they did not submit the refund ticket to Zoek's billing team. This oversight meant the account was never canceled in Zoek's system, and Zoek was unaware of the issue until later.

   We are also addressing this internally to ensure it does not happen again - while human errors occur, this is definitely not something that accurately represents Zoek.

  Zoek is unable to provide a refund at this time as the client has placed a chargeback on the purchase. It will be handled by Zoek's ****************************** and the client's banking institution. 

• Initial Complaint

  Date:08/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/22/2025, I paid $1,350 to Zoek Marketing for a modification of my existing website. The agreed-upon service was to add three to five new pages to my current site while keeping my existing design, layout, colors, and fonts intact.During our one-hour Zoom meeting, I provided detailed instructions. In their intake PDF form, I specified use existing page design for both color scheme and fonts, uploaded my logo, and confirmed I wanted my homepage layout unchanged. My request was strictly to fill out my website content not to redesign it.Despite this, Zoek Marketing delivered a completely different, cookie-cutter template that bore no resemblance to my existing site. This was not a first draft of the work I requested it was an entirely new, unwanted design that ignored the agreed scope.When I objected and requested a refund, Zoek refused, claiming that because they had delivered a first rendition, no refund could be issued. However, what they provided was not the contracted service. I never authorized a new design, and what they gave me is unusable for my business.Since then, I have been given the runaround. My clear, documented instructions have been ignored, and Zoek continues to withhold my money while refusing to correct the issue or honor my refund request.I am seeking a full refund of $1,350 because Zoek Marketing failed to provide the product I paid for, did not follow the agreed specifications, and delivered something entirely different from what was contracted. I can provide all supporting documentation, including the signed intake form, email correspondence, and screenshots comparing my original site to their submission.

  

  Business Response

  Date: 08/22/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing the account,the project was developed based on the information, preferences, and materials provided directly by the client during both the intake process and subsequent communication. At no time has Zoek refused to continue work toward further developing or adjusting the site in alignment with the clients feedback.
  
  The client signed an agreement at the time of purchase which clearly states that refunds will not be issued for services once work has begun and deliverables have been provided. In this case, a first rendition was completed and delivered, which constitutes fulfillment of the contracted scope of work and activates the terms of that agreement.
  
  Since the client has chosen to initiate a chargeback, this matter can no longer be resolved directly by Zoek. It must now be handled between Zoeks ****************************** and the clients banking institution.

• Initial Complaint

  Date:07/28/2025

  Type:Order 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 started working with Zoek Marketing back in May/June of 2025.I was promised from my first meeting with the Zoek brand that I would have done by the end of the first month, My website and my online store would be working. I was told because I already have an existing Website with Wix and my inventory is with another POS system all they need to transfer everything within the month is an excel file with all my products.After my first month June 27th I was told the website was ready to be launched. After having the meeting I was told they need a week for final touches by ***** ******* Del ********. I asked on July 2nd and July 7th on the updates and I was told it's taking longer than expected. On July 9th I got 2 confirmation emails that my account had been cancelled on their end Order #****** After reaching out asking what is going on I was told that the manager would speak to me regarding what is going on this was all sent July 10th through email. I do not hear from ******* until I reach out to here on July 23rd. After speaking with ******* she has only told me they are doing nothing wrong and that my contract stipulates that I pay the rest of the contract. HOWEVER they are not fulfilling the contract by not providing me the service and customer care I was promised. on top of that they had cancelled the subscription and not me yet they still believe I should pay them for cancelling.Another issue is I would schedule phone calls with Zoek marketing and their confirmation emails send me back my phone number so I am unable to call the people I have scheduled with. All of my scheduled appointments need to be rescheduled through email because they do not call me at all.

  

  Business Response

  Date: 07/29/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  As outlined in the purchased *********************** package, the client was entitled to include up to 10 products during the initial build. The included *************** Bundle also allows for ongoing product additions, up to 5 products at a time, upon request. These details were clearly communicated and are reflected in the scope of services.
  
  Despite this structure, the client declined to follow the intended process for submitting product updates and instead demanded the upload of approximately ***** products at once. In an effort to resolve the issue and provide exceptional support, Zoek made a one-time exception to manually add all requested products, even though a properly formatted CSV file was never provided, which significantly delayed the process.
  
  Eventually, the client granted Zoek access to their existing online store, allowing Zoek's team to export a CSV directly and complete the product upload in full.
  
  As an additional courtesy, Zoek also offered a two-month billing pause to accommodate the delays and concerns, completely as a courtesy, and at no cost to the client. This offer was declined.
  
  Zoek remains committed to supporting our clients professionally. However, it is respectfully ask that the client refrain from using profanity and yelling at Zoek's representatives, as such behavior prevents both parties from leading to productive resolution.

  A refund for agreed upon and provided services is not warranted.

  Customer Answer

  Date: 07/30/2025

  
  (The Company had access to my website since May, they also had stated that all I needed to do was send a CSV to add my entire inventory however, instead of clarifying the format was unclear they said it would take time. I then received an email a week later from Zoek claiming that my account has been cancelled on my behalf, When I requested meetings for this I was met with a push back of contact until my next charge period. After stating that I still haven't received a product from them for 2 months now I had requested they keep the cancellation that they had done and I do not want to see any more charges because the Account was cancelled from them as per the attached emails. There was no call or email regarding cancelling the account because that was never the initial intention.)
  
  As an additional issue, I was told in my meeting with Will that I all of my concerns regarding time frame and everything was perfectly okay and I was promised A full working website within 2 weeks due to the fact that I already have a website created with Wix, My CSV file for my products was already sent to ***** multiple times. 
  
  I also as the consumer had stated that I would like my website already after the launch call because I can input the inventory on my own. After making that statement ***** had told me that was no problem and I can get the website in 3 days. After a week had passed there was nothing ***** said she would reach out to a manager. AFTER, a week I personally reached out to that manager.

  

  Business Response

  Date: 08/06/2025

  Per the terms of the purchased *********************** package, the client was entitled to include up to 10 products during the initial website build. The *************** Bundle also allows for ongoing support, including product additions of up to 5 items at a time, upon request. These details were clearly outlined and communicated as part of the service scope.
  
  However, rather than utilizing the provided process, the client requested the upload of approximately ***** products at once. To accommodate this request and maintain a high level of support, Zoek made a one-time exception to upload all products manually, despite not receiving a properly formatted CSV file, which resulted in significant delays.
  
  Later, the client granted access to their existing online store, allowing Zoeks team to export the necessary data and complete the upload more efficiently.
  
  To further assist, Zoek offered a two-month billing pause at no cost as a goodwill gesture. This offer was declined.
  
  All services outlined in the agreement have been fulfilled. Therefore, a refund is not warranted.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2021. I paid on a monthly payment until my credit card was maxed out over $3500 to this company. They did not do any service me whatsoever except send me a late bill notice for the last payment which they sent to collections and reporting negatively on my credit report theydid no service for me. None whatsoever Ive asked for them to give me my money back. I had unforeseen circumstances happened to me in that timeframe And basically had forgotten about this service that I had signed up for and forgot about, and they continued to run my card until it was out. I recently called them to ask them to refund me my money. They said that they were going to get back to me and theynever have. I sent them emails. None have they responded to. I dont really know what to do at this point.

  

  Business Response

  Date: 07/24/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing this account, services for this client were initiated; however, Zoek was unable to continue work due to the account entering a failed payment status. The client was notified multiple times regarding the past-due balance and was given the opportunity to bring the account current so services could resume. No payment was received and therefor, Zoek could not continue to provide services. 

  Zoek extended the standard ***** period before placing the account into collections, providing more than adequate notice. Despite this, the client did not fulfill their payment obligation, and communication from their side ceased.
  
  As a result, the account was closed in accordance with our policies. No further action can be taken and a refund is not warranted. 

  Customer Answer

  Date: 08/04/2025

  Thank you for your assistance in this matter. I am writing to formally reject Zoek's response to my complaint. Their statement that services were halted due to a failed payment and that I ceased communication is inaccurate and disregards the extreme personal circumstances I was facing at the time.
  At the time they claim I was unresponsive, my mother had passed away from Covid, my house had tragically burned down, and I lost everything, including all my personal and financial records. This traumatic event, combined with significant family matters, made it impossible for me to focus on a new business website or respond to any communications. I was in no state to manage a new business or follow up on any billing issues. All documentation, including the original contract and any invoices they may have sent, was destroyed in the fire.
  I was not just neglecting a payment; I was dealing with a complete and devastating loss. It is unreasonable for Zoek to claim they were unable to continue work without acknowledging the extraordinary circumstances that led to my lack of communication. I had no idea the account was in jeopardy, and given my situation, it was not a priority.
  Furthermore, I had communicated with Zoek about pausing the project due to Covid and my evolving ideas for the website. Despite this, they continued to run my credit card on a monthly basis. The last payment they attempted to process was under $50 and resulted in an NSF fee, which I was unable to pay due to my financial hardship following the house fire.
  Zoek did not provide any services to me. There was no work done on the website, and therefore, there was nothing to cancel. Their claim of canceled services is unfounded.
  My desired resolution remains a full refund of the amount I paid. No services were rendered, and any work they claim to have done was never delivered to me. It is my belief that it is only fair to receive my money back given the situation. Additionally, their decision to send this to collections has negatively impacted my credit report.
  Thank you for your time and consideration in this matter

  

  Business Response

  Date: 08/06/2025

  After reviewing the account again, we can confirm that services were initiated as agreed. Zoek was unable to continue work due to the account entering a failed payment status. Multiple notices regarding the past-due balance were sent, and the client was given the opportunity to bring the account current so services could resume or work something out with Zoek given the circumstances. However, the client did not communicate any issues to Zoek, and after no payment was received for 2 months, work was stopped. 

  Zoek also extended the standard ***** period and provided additional time before placing the account into collections. Despite these efforts, the payment obligation was not met, and communication from the client stopped while Zoek continued to cover the cost of services provided to the client during the months that no payments were made and, to date, those past payments have never been made. 
  
  We truly empathize with the difficulty of the situation; however, the account was closed without the agreed-upon commitment being met by the client. Zoek has provided services that have not been paid for. A refund cannot be provided. 

  Customer Answer

  Date: 08/08/2025

  in response to Zoeks saying that they had a contract of their Services, which is a lie there were no Services. The only thing that they had offered was the initial consultation for the web design, which I have emails to back that up and then shortly there after it was them looking for payment for $44 for content which was through legacy, which was not actually Zoek. It was a third-party outside of Zoek so and there was no content because there was no website and I can provide all of that information here in the attachments again Im looking for a refund. I would consider a partial for the people that did make the phone calls to try to get the website up and going but only to cover the cost of those expenses for the two phone calls that I had that couldnt be more than a couple hundred dollars off the top of the bill so 3200 should come back to me. I dont even know what the full balance was because I dont have a copy of the contract. I never even received one. I dont think Going through my emails and when I requested when zoek wouldnt provide it to me. I have called and emailed re the charges and to explain what services they provided. No response was ever given except for ***** ********* email. Attachments to follow

   

  sincere 

   

  **** ****

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally file a complaint against Zoek Marketing regarding a recent service engagement for website design and *** services. On December 19, 2024, I authorized payment of $3,362 USD for the services outlined in your proposal, includingbut not limited topremium website design, *** basics, ****** Search Console integration, content creation, and "white glove" maintenance. I engaged your company in good faith based on the commitments listed in your proposal. However, Zoek Marketing failed to deliver on critical services outlined in that agreement. Here are the main points of failure:*** & Website Structure Failures Your proposal promised *** basics, including title tags, meta descriptions, ****** Search Console integration, sitemap submission, mobile optimization, and page *********** audit of the delivered site revealed:- No unique title tags or meta descriptions for individual pages.- Incorrect page URLs, such as the "About Us" page linking to /privacy-policy.- No sitemap submission or robots.txt configuration.- No evidence of ****** Search Console integration.- No structured data (schema) implementation.- No basic analytics or conversion tracking setup.Complete Breakdown of Service Delivery - Your team missed scheduled meetings and provided no proactive communication.- I was forced to repair your mistakes myselfspending 16 logged man hours fixing *** errors, reworking page URLs, setting up metadata, and optimizing site content.I hereby demand a full refund of $3,362 USD within 10 business days of this notice. This refund is justified based on:1. Breach of contract.2. Non-delivery of key promised services.3. Measurable damages due to my forced labor.If this is not resolved within the deadline, I will escalate my complaint to:- The Better Business Bureau (BBB)- The ************************ (***)- The Wix Partner Program - My attorney for legal remedy, including recovery of business damages.

  

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  The website design was completed and approved in January 2025, meeting all deliverables outlined in the agreement. The *********************** which was included in the package and is not full SEO, not promising results, was completed in March 2025, and a completion report was sent at that time (see attached). 

  Wix SEO Basics includes setup tasks such as title tags, meta descriptions, sitemap submission, ****** Search Console integration, and mobile optimization. It does not promise specific SEO results, but it does ensure the Wix SEO Checklist is completed, which it was in this case. Please note that Wix websites are designed using coding that prohibits most site-scanners from seeing what has truly been implemented in the backend. Additionally, several of the items outlined in the complaint are not included in Wix SEO Basics serivces. 

  While Zoek has attempted to follow up and clarify any remaining edits the client would like to make to the site, they have not received a response.

  Given that all agreed-upon services were delivered, a refund for services provided is not warranted. If  the client is looking for more comprehensive, ongoing SEO work, Zoek offers advanced SEO packages available for purchase.

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 contracted for a website in October 2024 but was not ever to proceed with the development.I have been trying to reach the company for months and am unable to get a response.They do keep sending me marketing emails.I just want them to complete what I paid them to *******, please.

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing the account, ********************** has provided the client with everything needed to get started and has attempted to contact the client several times.The client emailed their account representative today and Zoek has been in touch to get the website project started - pending on the client's completion of the questionnaire that has been sent to them. 

  We will ensure that Zoek sends the questionnaire again so that it's easy to locate. Please complete it at your earliest convenience so that work can begin. 

• Initial Complaint

  Date:06/19/2025

  Type:Delivery 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.

  Major start up issues (mainly communication) with new website resulted in escalation manger getting involved. She offered the next years website support package at no charge as well as a logo support. Logo support was great- kudos to ****** H!!!! Received communication from billing that our package was set to renew in July. Emailed ***** to make sure this was a mistake and received reply from her email stating she was no longer with the company. Emailed multiple people multiple times and received no response from anyone. Set up a meeting with ****** on 6/19 at 11 am EST through Zoeks system to discuss the issue. Tried to join ****** meet through both link and phone from meeting confirmation email- waited 15 min and no one from the Zoek team joined.From email on 4/18/25 Hey ****,Thanks so much for speaking with me today. As discussed, I am willing to be your point of contact moving forward in order to complete your website. Any outstanding edits sent to me will include a confirmation of receipt, and a confirmation of completion. I will also speak with our billing department about adjusting the financial aspects of things to ensure you are not automatically billed when the 12 month time period concludes, due to delays you experienced as a result of our team's lack of follow through. I will also have our graphic design team reach out to you so they can offer services at no additional cost. If there is anything else that you need at this time please let me know and I will do my absolute best to get you the support you need. Thanks again and have a great day!Kind regards,***** ***** ******* Account Management Specialist | Zoek

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing the account, it has been determined that all billing inquiries have been handled. Zoek has been attempting to reach the client to answer any questions they may have since June 19 but has not been able to make contact with the client. 

  We advise the client to check their email and schedule a time to speak with a representative at Zoek using the booking link provided in the emails. For confidentiality purpopses, we cannot post it here. 

  Alternatively, feel free to reach out to Zoek at ************ or email ********************************************************* 

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request help in obtaining refund from Zoek for the web design services I purchased under Agreement #****** and never received, neither from timeline nor from quality point of view. On April 7, during my call with ******** *******, the Sales person, I made it clear that I want something better than what I had at that moment created by me and I showed him what I had. When I informed him per email that I did not find any of the Wix Studio templates on your website suitable for my brand. ******** reassured me that "well fully customize the colors, images, content, and layout to reflect your business and messaging."This gave me full confidence that I would be involved in the design process and receive a tailored, high-quality product. That never happened.Instead: I received email where they showed lack of communication between sales and web design. What I received from the the launch coordinator, was a a very poor version that lacked any professional standardit looked like a hastily built student project, which even ***** ******* acknowledged was extremely low quality.When I raised these concerns and asked for my refund ***** promised to have the companys best web designer complete a rebuild of my own website within 48 hours, which again didn't happen. I gave them 2 chances and both were missed.Ultimately, I had to build the website myself.Given this complete failure to deliver services as described and paid for, I am formally requesting a full refund of $799.99 USD.Although the service agreement states that Refunds are not warranted after any payment is made., this is valid only if they fulfill their duty, which did not happen because: Deliverables were not provided as promised.The quality did not match what was advertised and agreed.Agreed timelines were not met.I refuse to give them a3rd chance, since they missed the first 2, epecially the timeline and quality. Thank you,***** *********

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to address the claims made in this complaint. 

  In reviewing the account, the client has placed a chargeback on the purchased services, which were provided to the client. This will need to be handled between Zoek's accounts receivable department and the client's banking institution. 

  We would like to take the opportunity to provide our findings in reviewing the account. The client purchased Zoek's ********************** services - offering a template-based website to be designed based on questionnaire responses from the client that, once designed, is presented to the client for review. The client received these services, as purchased. 

  The client did have the opportunity to purchase a Premium Website, which includes an initial consultation before design work, as well as rounds of edits. The client declined this option and chose the **********************. 

  Customer Answer

  Date: 07/05/2025

  Dear BBB,

  Since you have asked me to provide evidence, I would kindly like you to ask Zoek to provide evidence.

  When I talked to the sales person, *. *******, I showed him the version I had, done by me and I published it for Zoek to see and do something better and fancier. This has been written. *. ******* said that no worries, they will do something much better, he looked like he understood what I want and he agreed to the timeline. Again, this is written. Thanks to Wix, I can also provide evidence of what is the version I provided to him. He never mentioned about any Premium vs express versions. I showed him what I was having and explained that I want something much better. He agreed. We signed the contract and then I received a 10minutes work of probably a very young and unexperienced person, who just took a template and added some information from that questionnaire and that was all...not to mention that I haven't received anything on time. 

  I have no idea how Zoek can say that I refused (EVIDENCE needed) Premium and I would like Zoek to provide you with the version I made available for them and what they provided. 

  Moreover, I was promised a talk to the design team, TWICE. First, by *. ******* and then when I gave them the second chance, by ***** *. 

  *. ******* told me to fill something in that questionnaire, because anyway I will talk to the design team and they are so talented that they will do what I need. I had so many questions and nobody listened to them. 

  I refuse to give money to such a scam company and I will do all legal steps to recover my money.

   

  

  Business Response

  Date: 07/11/2025

  A chargeback has been initiated by the client for services that were delivered as agreed. At this point, the matter will need to be addressed directly between Zoeks ****************************** and the clients banking institution.

  We would also like to take a moment to provide clarity regarding the services rendered. The client purchased Zoeks ********************** package, which includes a professionally built, template-based website developed in accordance with responses provided in the clients intake questionnaire. This website was designed and delivered as outlined in the service agreement.

  Its important to note that the client was presented with the option to upgrade to a Premium Website package, which includes an initial design consultation and multiple rounds of revisions. The client opted not to pursue that package and instead moved forward with the **********************.

   

  Customer Answer

  Date: 07/18/2025

  Dear BBB,

  Zoek is not coming with any evidence and the second response is the same as the first one. This is not being sustained, neither with evidence, nor with arguments. 

  Do you find it fair and legal?

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