ComplaintsforZazzle.com, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Charged $19.95 on 1/14/24. Never received an email stating that there was a renewal. Was told that this was sent to my email ***************************** but I did not see it in my box or in my spam.I have attached the chat with Zazzle.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased wedding invitations from Zazzle. They came damaged and not as I purchased them. I notified the company and they agreed to 100% refund. My invites were returned and processed on 12-17-23. They said 5-7 business days for a refund and I have yet to receive it on 1-5-24

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Sent DMCA notice to Zazzle immediately upon becoming aware that two accounts on Zazzle were selling products with my intellectual property (logos/designs/photos). Zazzle has not responded to any of my emails, or phone calls.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a very special picture collage from Zazzle online in June 2023. It was a gift for my daughters graduation which included her senior year activities and outings. I paid $80 for this item which we hung up as it was meant to be done in my daughters room. It was never moved from that spot. 6 months later this December 2023, the picture began to separate from the scroll that it was build into and is hanging down. I wrote an email to Zazzle hoping they would fix it if I shipped it back but they tell me its only a 30 day window for returns or for repairs. That is ridiculous. They wont fix it or refund me the money in the original form of payment. They only statement is that due to legal obligations which makes no sense to me, they cant repair it or refund it. They can only give me a credit. A credit will not do any good to me since Im never ordering from this place ever again since both the quality is terrible because it didnt last past 6 months and their shady methods by telling me legally they cant fix the item.

  Business response

  01/13/2024

  The customer ********************* placed an order for a tapestry on 6/10/2023,and made initial contact regarding the purchase on 12/13/2023. It was a gift for their daughters graduation, and during December 2023 the customer stated that the picture began to separate from the scroll when requested, per our order resolution policies, photographic evidence was initially sent in regarding this on 12/17/2023. Due to financial institution restrictions, we are unable to issue refunds or replacements for any orders that pass the 30-day window (this would similarly be documented on our website: *************************************************************************************).As a token of our sincerest apologies, an account credit was then offered on 12/18/2023 which would facilitate the customer in placing a purchase for any item of their choosing (including the replacement of the item, through purchasing it again with the credit). The customer rejected the account credit offer on 12/23/2023, stating that they would not place another order on the Zazzle platform due to the tapestry being defective. They were offered the account credit once again on 12/23/2023, and the customer did not respond. On 1/12/2024, an agent issued a full refund to the customer as a token of *********************** sincerest apologies, and reached out to the customer via email regarding this. We are currently awaiting a response from the customer.

  Customer response

  01/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a t-shirt of my favorite Country singer *****************, from Zazzle A few days later they emailed me and said "Sorry/product no longer available" even tho I ordered it from their website and it was clearly there. Basically, I ordered the product. They didn't like the product. They removed it and cancelled my order!I emailed ***************** to let him know his T-shirts he features on his website are no longer available and asked if he knew why?He contacted Zazzle and they said "Unfortunately, it appears that your product, ***************** Hat Tip Women's Tops, contains content that is in conflict with one or more of our content guidelines."He told me they've done that before and they don't respond when he asks what's wrong with the photo.I contacted Zazzle again and told them I've ordered this product before and needed one more to complete my set and the product magically re-appeared???I would like to know - since it it MY money they keep playing with - what they thought was wrong with a product I've been ordering for years that appears and disappears randomly from their website!

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item on this site. The listing stated the item was made in OH. When I received the item it turned out it was made in *****. They have agreed to refund when the item is returned but will not pay return shipping costs. Its a 50lb item that had free shipping to me. I should not be expected to pay for return for an item that was falsely advertised.

  Business response

  01/13/2024

  The customer, *******************, placed an order for a ******** set on 12/12/2023, and made initial contact regarding the purchase on 12/19/2023. They wished to avail of a refund, as the set stated that it was made in ***** despite the Made by AJJ ******** in **********, **** labeling. Per our resolution policies, an agent reached out to them on 12/19/2023 requesting photographic evidence depicting the labelling of the item being made in *****, which the customer provided on 12/26/2023. That same day, the customer was provided with a link to return the set so that they may receive an account credit or refund. The customer requested a prepaid postage label for the set, to which an agent replied that Zazzles return policy does not cover reimbursement for return shipping charges (this is similarly reflected in our websites return policy, e.g. Under no circumstance does Zazzle reimburse (or provide credit) for return shipping costs incurred by the customer: ******************************************). 
  
  The customer stated that the set was misrepresented and untruthful on the website and as a result did not want to pay for the return fee. On 12/27/2023, an agent reached out stating that the return would be waived, facilitating the customer to keep, discard, or donate the set they had received. The funds were then offered to be returned in the form of account credit, or to their original payment method. The customer followed up by mentioning that it does not state on our website that return shipping is not covered by the customer, and an agent responded with the above ****************************************** link. A full refund was then requested on behalf of the customer, and it was issued by an agent. There has been no response from the customer as of yet.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was gifted a shirt that originated from zazzle. This shirt is unworn and in original condition. It is the wrong size and I'd like to exchange it. Zazzle will not even speak to me regarding an exchange. I do not want to burden the original purchaser with this matter as then it creates a hassle for them.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered Christmas cards and spent $90. I got a delivery notification that they were delivered in or at my mailbox on December 16. I looked for the delivery and did not find it.I am demanding a full refund, or I will need to dispute the charge because I do not receive the product that I ordered.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 11/21/23 I placed a large order of custom journals for $2,087.62. I received the order confirmation from Zazzle and a follow up email from my assigned customer support representative ******. I received the journals about a week later and the shipping boxes were in poor condition, see photos. When I opened the boxes, they were not packed tightly and the journals had shifted around quite a bit, and the air filled packing things were popped. I noticed pretty quickly that several of the journals were not in great shape and notified ******. I provided the information and documentation that they requested and they sent me an email saying that they would replace the damaged items. Once I sent them the email of the total number of damaged journals (which is a low number, considering almost all of the 200 journals had some damaged to the corners), the number I asked to be replaced was 46. Those 46 are journals I would not sell at all, and the rest I do not feel okay with selling at the price we had planned on because of the damaged corners. Now that Zazzle is not returning my emails, I would like a refund, because I am not comfortable working with them in the future, or with Zazzle providing a great, sellable product. This could have been a beneficial relationship for everyone.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Zazzle on 9/2/23 for custom baby shower invites and was given an estimated delivery range of 9/8 - 9/12. It is now 9/15 and my invitations are **** I spent $214.65 total on this order and needed to get them in the mail this week to ensure the deadline would be met for catering for this event. I received a shipping notification for the order on 9/12 that my order was "ready to be shipped", which is the last day of when Zazzle promised it to be at my house by. I contacted customer service, they did not respond until 9/13 and said my package is now "lost in transit". Now my personal information is somewhere out there in the world as they cannot locate my package. I was offered to have them remade and replaced by the customer service rep. I let them know this was unacceptable and I need a discount on my order, as well as overnight shipping. They responded that they have forwarded a replacement request to the production department for initiation, and the replacement will be shipped using an upgraded courier service at no charge to me, whatever that means. It is 9/15, and I have not been notified of any updates to my order, nor provided new shipping information. They also tried to offer a 30% promotion code on a future order but why would I EVER trust them again when they couldn't even fulfill this order. I want a discount on my current order as they are completely jeopardizing my event and have not been proactive in this process at all.

  Business response

  09/18/2023

  The Customer (*****************************) placed an order for the invitations and enclosure cards on 9/2/2023.The estimated delivery dates provided during checkout were 9/8/2023-9/12/2023.The Customer received the enclosure cards on 9/11/2023. The invitations were shipped out on 9/5/2023 but the tracking on the *** and **** tracking pages stopped updating until 9/11/2023. The package was transferred from *** to **** on 9/12/2023 but **** did not confirm receipt until 9/17/2023. The Customer reached out regarding the delay on 9/11/2023. Zazzle deemed the package as lost due to the lack of tracking updates since 9/5/2023 and offered a replacement for the invitations which would then be shipped with an upgraded shipping method free of charge. The replacement entered production on 9/13/2023 and was queued for shipment on 9/18/2023. The **** tracking for the original package also began updating again on 9/17/2023 and as of 9/18/2023 **** claim the package is Out For Delivery. We reached out to the Customer on 9/18/2023 to offer a refund for the shipping costs paid on this order. We are currently awaiting the customers response.

  Customer response

  09/19/2023

   
  Complaint: 20609677
  
  I am rejecting this response because: Zazzle customer service has been an absolute nightmare and I have been lied to multiple times in the process. I was told after they deemed my package as lost, that the replacement invitations were being made and would be complete within 2 days, meaning they should have shipped Friday/Saturday. By Monday, they were still not shipped and at that point I had to bring it to Zazzle's attention that the original order began moving again, even though they said it was lost. All they offered me was the $16 free shipping which should have automatically been refunded due to all of these issues. I am still expecting additional reimbursement for the actual invitations now that they were received a week past when they were supposed and have caused me alot of stress and time spent trying to reason with their customer service team. These should be reimbursed 50% of what we paid.
  
  Sincerely,
  
  *****************************

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