ComplaintsforZazzle.com, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  04/17/2024

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

  Customer response

  04/18/2024

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

  Business response

  04/18/2024

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

  Customer response

  04/18/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered wedding invitations from Zazzle.com. I received an order that was someone else wedding invitations. I have sent multiple email requests to the website and have received no response. I tried to contact them via chat and received zero response. I tried to call the phone number and was on hold for over 20 minutes

  Business response

  03/26/2024

  The customer (*****************************) contacted us by email on 3/12/2024 to explain they had received the incorrect invitations and included images of the invitations they received. We responded to their email on 3/13/2024 to confirm that we had issued a replacement for the correct invitations and upgraded the shipping method, all free of charge. The replacement invitations were produced and shipped out of the facility on 3/14/2024. That same day, the customer emailed us again to complain that they needed to spend time and money returning the incorrect invitations before we could provide the correct invitations. We responded to the customer to explain they were never asked to return the incorrect package they received,and that their correct invitations were already in transit and would be delivered to them shortly. In the same email, we offered to reimburse them for the shipping costs if they had already shipped the package back to us, in the form of either a Zazzle account credit, or refund to their original payment method. The customer has never responded to any of the emails we sent, they have only contacted us through their Zazzle account. Its likely they may not have been receiving our emails as their email address associated with their account is ***********************,and is not ********************* as they mentioned in their initial complaint. They may be checking the incorrect inbox, resulting in not receiving the information we are providing. Their correct invitations were delivered successfully on 3/18/2024. We sent an email to confirm this on 3/19/2024, and have still yet to receive any response

  Customer response

  03/26/2024

   
  Complaint: 21450331
  
  I am rejecting this response because: the invitation rsvp date needs to be extended now because of the delay. I never received any emails from the business so I ordered new invitations from another company. I would like a refund at minimum. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a 1099-MISC from this company that I have never done any business with or sold anything there. I am very concern that they have my social security information, full name and address. When I called to complain about this the person who answered my call asked me, when I ask to speak to someone at corporate, if my call is regarding wrongly issued 1099. This is an indication that my situation is no an isolated issue. So how many people's social security and personal information has been illegally obtained and used to create phantom accounts.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I cancelled my membership to Zazzle in March 2023. They still used my credit card to bill me a yearly membership till March 2024. They would not refund my money then and I let it go as long as membership was cancelled. They did this again March 3, 2024! I requested a refund again and asked for cancellation of account. I have not used their service in over a year. They will not refund . They use my PayPal account for auto membership, I asked them not to do this. My membership is under an old email address ********************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband received a 1099 MISC in the mail last week February 1st 2024 from a company we have never heard of and never done business with the company is called Zazzle *** in **********..we live is *********. I downloaded photos you can see husband's last 4 digits ssn and our address which is weird how spelled his middle name is on the 2nd line which I thought was strange and 1099 misc says royalties of $46. So i called the ***** as well they recommend me to continue trying to call the place that sent the 1099misc .But i havent got anywhere with any explanation or anything solved . My bank suggested i contact BBB and make a report in hopes you could solved this matter issue. I have try to get this resolved and finding out why and how and who did this I contacted zazzle several times 1st time person could not help me out much beside telling me that financial **** would need to email me so I gave them my email last week 2/2/24 I called our tax advisor the *** 2x and BBB last week and yesterday I called Zazzle again and lady ******** at zazzle said she try sending me a email but I still haven't received so she gave me support email she said and I sent email which I shared in this complaint and I also thought strange is that when I call zazzle is says ohSnark on my phone i.d. I am really hoping to get this resolved so I can take care of my husband and my taxes without being afraid that someone is going to still both of our identity when we do taxes . I would like an explanation and a corrected 1099 misc . ZAZZLE lady in customer service beautice did state that my husband shad has never had an account with them .and I asked if this kind of situation where someone identity and personal information has been stolen before and she said unfortunately yes and this is an urgent matter to resolve but I haven't heard or received an email from them yet !. Please help my husband Shad with thus issue. I would like a copy of corrected 1099 MISC to show the *** and my tax advisor.

  Business response

  02/20/2024

  *************** had reached out on behalf of her husband to Zazzle prior to placing the complaint with the Better Business Bureau. She wished to ascertain how Zazzle could assist in rectifying their receipt of a 1099 MISC despite being sure that they had never sold an item on Zazzle. On examination of the order,it became apparent that whilst she had reached out on Thursday the 02/02/24 the image of the form required was only sent to Zazzle on Tuesday 02/06/24. At this point, the details were sent on the appropriate department. A Zazzle representative from the payment research department then reached out to the customer on 02/07/2024 (the day following the initial BBB complaint)  to explain that whilst the account had immediately been disabled, further documentation would be required in order to permanently delete the account in question.The customer was also advised to reach out to their local authorities to  file a personal identity theft claim, as well as notify the associated taxing authorities. There has been no response to this email as yet.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a memorial poster and prayer cards on January 16, ****. When checking out, the standard shipping for **** is automatically chosen by Zazzle. Because I did not need to rush the order, I did not change the shipment option so it remained standard. On 1/17/24, my credit card was charged an additional $19.95. When I questioned **** from Zazzles ************** I was told I signed up for ********************** Plus. I said that I did not sign-up and I requested a rebate. Her response to me:As stated in the Terms and Conditions agreed upon when signing up for the membership, the service is non-refundable.What? I agreed to terms and conditions prior to allegedly signing up? I asked **** for proof I signed up several times via email, or an explanation on how it happened, and my question was completely ignored. Because **** would not answer my question, I went back to the Zazzle cart screen, I noticed in the option labeled $**** for standard shipping, that under this verbiage, it also said Free with Zazzle Plus. So, is this what the company calls signing up for this service? Every customer is signing up by not changing the standard shipping to premium or expedited shipping. Wow.I recalled an issue with Zazzle back in 2018. So I decided to dig deeper. Back in 2016, the last time I ordered with Zazzle, I was charged $19.95 for 3 years straight without knowing. Thats on me. I just thought maybe I didnt uncheck a box in 2016, so I had the service cancelled in 2018 without complaint. But now I understand how it happened. I went back to my email and saw Zazzle did send terms and conditions in a separate email after I placed my order. Why doesnt it say terms apply next to the free with Zazzle Plus option? You cant put two shipping options in one box. Separate the standard shipping from the Zazzle plus membership option. This is a very deceptive practice.

  Business response

  02/16/2024

  ******************* signed up to our Zazzle Plus free trial on the 2/7/2016. Since then, ******************* has made several savings on many orders through this membership only available at checkout once the box is selected by the customer who agrees to accept the terms and conditions which can be found here ************************************************************************
  
  With the most recent orders placed in ****, through this once a year payment of $19.95, ******************* has made savings of $41.96 alone. Charges that would initially have been paid if not for Zazzle Plus. In total, ******************* has made savings on shipping costs totaling $72.51 through our Zazzle Plus membership over time, all of which can be seen through their Zazzle Plus settings on their Zazzle account. As of the 02/16/**** their Zazzle Plus membership has been cancelled and refunded as a one time courtesy and going forward, they will have to pay regular shipping charges on any future orders.
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered pins for my sons team with pic of each player on one of their templates., and they denied based on being a college team. I then blocked out any affliation with team and designed pin that was same as template and was denied again. Why are we being disriminated against? Why ?

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have repeatedly tried to cancel my account, they keep charging me. They have asked for me to email to cancel, then asked for a verification code in my account, which i provided, then they said it would be cancelled,only to get a email weeks later saying that i have sent the request from an email not associated with my account, then i was charged again. I can not get them to cancel my account! I have all of the emails and any other info that is needed. Please help i just want to cancel this **** account!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A charge went through my bank account for $9.85. I cannot locate someone to talk to about this. I did NOT and would NOT have ever ordered this button.The fact you cannot contact them by phone is not right. I want my money back, they can have this stupid button!!!!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Zazzle to buy custom printed business cards. When I checked out and entered my credit card information I didn't realize I was subscribing to some garbage service called memhelp.com. I got confused because I got no confirmation for my order and could find no history of it on Zazzle. I placed the order again and it went through. I was then contacted by ***** Fraud due to an attempted charge full memhelp for $25. Although Zazzle is a legit site, this is clearly some kind of intentional bait and switch.

  Business response

  02/13/2024

  ******************* had not contacted Zazzle prior to placing the complaint with the Better Business Bureau. On examination of the order, it became apparent that the customer had signed up to a third party service prior to placing her order but she maintained that she had been misled into signing up for this service before she could access the regular checkout. A Zazzle representative reached out to the customer explain that we were not in any way affiliated with the site concerned and that she would need to dispute the transaction with the site concerned and/or her bank.

*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. ↩