Complaints

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

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  Zola, Inc.

  150 Broadway Fl 19 New York, NY 10038-4324

• 

  Zola, Inc.

  168 5th Ave New York, NY 10010-5910

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/30/2023

  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.

  Had a registry with Zola. On June 1st, 2023 one of my guests ordered something through Zola off of the registry. The item did not show as backordered and was said to be expected at the end of June. It is now October and I have not received my item nor any updates. I have had to reach out to Zola customer service NUMEROUS times for follow up as to what is going on and each time I get a new estimated delivery date which comes and goes. I have had one representative follow up on this with me recently and yet still have not received any accuracy as to when this item will actually get delivered. Their only recourse is store credit which is silly given that this is a gift I wanted and I would rather take the money and buy it elsewhere.

  Business Response

  Date: 11/02/2023

  Hi ********,

  Thanks for reaching out. I'm so sorry for the delay with your order of the flatware set - I understand that it's frustrating to keep expecting the item to ship, only to be told that the ship date has been pushed back. We always strive to provide excellent service and it's clear that we missed the mark ************* took a peek at the order and I see that it has been canceled and refunded in Zola credit and then that credit has been converted to cash, as an exception, for this experience. Please allow 1 - 3 business days for that refund to reflect back in your bank account. Once you receive your refund you'll be all set.

  If there's anything else our support team can help you with, please let us know.

  Best,

  Customer Answer

  Date: 11/10/2023

  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:10/23/2023

  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 prepaid for a wedding on the Zola website. The Wedding itself has been canceled. I have attached my credit card receipt indicating that the travel insurance premium may be non refundable. So now the agent send me this email that I can only get a Travel Credit, that its what I agreed to. based on all of the complaints I have read on your website for Zola Wedding Registry. I just want my money back. I don't want to deal with them.

  Business Response

  Date: 10/26/2023

  Hi ******,

  I'm so sorry to hear that you needed to cancel your trip. I know that's not how you wanted things to turn out.

  I'm afraid that Zola does not have these funds, as you were using an independent travel advisor. You will need to reach out to them directly to receive any funds paid for this trip. Though Zola may have connected you with your independent travel advisor, we do not collect or keep any funds from these transactions. I'm sorry for the confusion here and any frustration that this may cause. I suggest reaching out to the independent travel advisor that you were working with directly or contacting the company www.inteletravel.com, which is noted on the invoice that. you attached to this complaint.

  Please feel free to reach back out if there's anything else that the Zola Support Team can help you with.

  Best,

• Initial Complaint

  Date:10/16/2023

  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.

  This company allows wedding guests to give cash gifts and then refuses to release the funds

  Business Response

  Date: 10/20/2023

  Hi ***,

  Thanks for reaching out regarding your cash funds. I'm so sorry for the delay getting your funds transferred to your bank account - I certainly understand your frustration here.

  There are many laws around money transfers in order to guard against things like money laundering and terrorist financing. These regulations are imposed by the United ************************** and under various pieces of legislation like the ** Patriot Act. As such, we are required to collect various pieces of information about our couples who wish to receive cash gifts such as name, physical address, and date of birth. We collect this information when you add a bank account to your registry. In some cases, you will be required to supply us with additional information such as your social security number or a copy of a government-issued ID for further verification. If that's the case, you'll see this notification in your Bank Account Info page.

  I took a peek at your account and was happy to find that you were able to successfully upload your ID and initiate the transfer of your funds. We ask that you allow up to ************************************************* your account (depending on your bank). Please don't hesitate to reach out to our support team if there's anything else you need.

  Best,

• Initial Complaint

  Date:09/28/2023

  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.

  Like many others, we signed up for the Zola service thinking it would be an easy way for our wedding guests to send us cash gifts. MONTHS passed after creating our wedding registry. Several guests gave cash gifts well in advance, which were deposited to our bank account with NO PROBLEM WHATSOEVER. Only after a large sum of money came in the day of our wedding did Zola engage in the shady process of freezing the account and asking for "extra ID verification". It appears that they are doing this to make money off of short-term interest float. This should be investigated by NY AG ************************* and the *** Southern District. There is no reason in the year 2023 to not release funds immediately and deposit funds IMMEDIATELY into duly verified accounts. We demand an immediate release of the funds legally and duly owed to us by our guests, which we need to go on our honeymoon as noted on our website. PS: The website and the infrastructure are awful, the menu cards and programs never came out correct (the colors NEVER matched in the ******* template) and they are an awful outlet that is shady as f***. Avoid them at all costs in the future. You'll be hearing from our attorneys very soon if this isn't resolved IMMEDIATELY. Will file with ******************** as well. ********************* and ***** (****) ********

  Business Response

  Date: 09/28/2023

  Hi *****,

  Thanks for reaching out about your cash funds. I'm so sorry for the delay in getting your funds - I know that's frustrating.

  I took a peek at your account and it looks like you and your partner were successfully able to upload your ID and initiate your transfer. Your funds should be available within the next few business days if they're not already available. I'm also happy to help clarify our processes for cash gifts and why uploading an ID is necessary to receive your funds.

  There are many laws around money transfers in order to guard against things like money laundering and terrorist financing. These regulations are imposed by the United ************************** and under various pieces of legislation like the ** Patriot Act. As such, we are required to collect various pieces of information about our couples who wish to receive cash gifts such as name, physical address, and date of birth. We collect this information when you add a bank account to your registry. In some cases, you will be required to supply us with additional information such as your social security number or a copy of a government-issued ID for further verification. I also want to confirm that Zola does not make money from our cash funds - we offer them to our couples because we know they are what a lot of couples want and we want to provide several gift-giving options for guests.

  I hope this helps clarify our processes for you. Again, I apologize for the delay with getting your funds. If there's anything else we can help you with, please feel free to reach out to our support team.

  Best,

• Initial Complaint

  Date:09/26/2023

  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 set up our wedding registry on Zola's website, for our guests to provide financial donations. We were married over a month ago, and the registry has over $6000 in it which we are unable to access. Despite repeated attempts, we have been unable to transfer the funds from the registry into our bank account. I've emailed repeatedly with Zola staff and still no success. They keep sending links to "verify my ID" but the links don't work. It isn't possible to speak by phone with a human being. I'm starting to get concerned that we will never receive our money.

  Business Response

  Date: 09/28/2023

  Hi *****,

  Thank you for reaching out about your cash fund. I'm so sorry to hear that you were having a hard time getting those funds transferred into your bank account - that's certainly very frustrating.

  I took a peek at your account and it looks like your ID was required since the amount that you were requesting to transfer was over $1,000 and this is our policy for cash transfers. I see that you were able to work with one of our Cash Transfer specialists and get everything taken care of. Based on what I can see it looks like your ID was uploaded and the transfers were initiated successfully!

  Again, I apologize for the delays in getting your funds initiated and any frustration that cause. If there's anything else you need, please don't hesitate to reach out to our support team.

  Best,

• Initial Complaint

  Date:09/18/2023

  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.

  - We used zola.com for our wedding registry - they have a service where our guests can give registry presents in cash - nevertheless, we have not been able to retrieve our funds from the platform - we have been trying to retrieve the funds for 2+ weeks,- however they keep denying the requests to deposit funds, even after uploading correct id - we have been growing increasinly concerned if we will actually recieve the gifts our guests deposited into the ZOLA gifts service - we have no recourse besides reporting this to the BBB, as requests to ZOLA have fallen flat

  Customer Answer

  Date: 09/18/2023

  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:08/30/2023

  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.

  Business name: Zola (wedding website)Phone number: ************ email: ********************************** website: ************************************* Date of transaction: 8/23/23 Amount advertised on Zola for product: $129.99 Amount paid for product: $179.99 Reason for $50.00 discrepancy that their website is not "synched" with the websites that they are advertising (in this case, Crate and Barrel).

  Customer Answer

  Date: 08/31/2023

  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:08/16/2023

  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.

  I tried to withdraw the last bit of money in my registry. I entered my direct deposit information but there was no longer an option to withdraw the money. I emailed them and they deleted my direct deposit information but otherwise pretended not to understand what I was saying about there not being an option to withdraw the money. They kept saying they had fixed the problem by deleting my direct deposit money. I kept asking them why they would even do that and then kept asking them about how to withdraw the money. They just insisted that they had deleted the direct deposit information and that everything was fixed.

  Business Response

  Date: 08/17/2023

  Hi ***,

  Thanks for reaching out about your issue. I apologize for the confusion and frustration you experienced when trying to transfer your funds from your Zola account to your bank account.

  I took a peek at your account saw that the transfer of $10.42 has been initiated. This is great news and it means that these funds will reflect in your bank account in 5 - 7 business days. If, for some reason, you don't see those funds at that time, please don't hesitate to reach back out to our Support Team. I also want to apologize for the unclear responses that you received from our team member. Please rest assured that feedback and coaching have been provided so that this will not happen again in the future.

  If there's anything else you need, please feel free to reach out to our Support Team.

  Best,

  Customer Answer

  Date: 08/18/2023

  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:07/28/2023

  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 purchased a wedding gift for a couple with a registry with Zola.com. I was told I wouldnt receive a tracking number because the couple may have requested certain delivery dates. After I purchased, my confirmation included a note that the item could not be shipped to me and that the bride and groom would redeem their gift at their convenience. The charge included a Handling fee. After six weeks, the couple confirmed they had not received the gift. After several emails and phone calls, a Zola representative called me back and explained my gift was not the item I ordered, but a cash credit in the amount I paid, less handling fee and that the couple could purchase the gift on their own. This is not what I purchased or agreed to and was misled through the process to believe I was ordering a physical gift.

  Business Response

  Date: 08/07/2023

  Hi ***,

  Thanks for reaching out about your order. I'm so sorry for the confusion and am happy to explain what happened.

  We give our couples many ways to add items to their Zola registry, including gifts from other sites and cash funds - this is what ***** and **** did with the poster. It was added from an external site called, allposters.com. When you selected that gift, that isnt a Zola product, you are contributing the cash amount of that gift to the couple. We then hold those funds for them until theyre ready to make the purchase. They still receive an email confirmation that contains your gift, name, and message, so they will know who it is from.
   
  This process makes it easy for the couple to decide where and when they want their gift to be shipped - we know the months leading up to the wedding (and after) are a busy time, so we try to make it as convenient for them as possible. On the item page for external gifts (as well as the checkout screen), we note:
   
  "This product has been added by the couple from another website and cannot be shipped to you, the couple will redeem it at their convenience."

  We have confirmed that the couple did transfer the funds for this item into their bank account so that they can purchase this item. I'm afraid we're not able to process a refund, as the funds are no longer available to be refunded. Again, I apologize for the confusion and any frustration it's caused.

  Please feel free to reach out to our support team if there's anything else we can help you with.

  Best,

• Initial Complaint

  Date:03/08/2023

  Type:Sales and Advertising 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 February 18, 2023, I placed an order for pre-addressed save the date cards. They were delivered on 2/25. On 3/1, was contacted by another Zola customer and notified that several of our save the date cards were mis-routed to her. She was able to show me the names and addresses on the cards. She let me know that she had already reached out to Zola and informed them but was concerned they may not have reached out to me (and they had not). My concern is that that the company is not protecting its customers private information (ie. home addresses). I work as a psychiatrist and have spent time working in the justice system. My fianc works for the government. For our safety, we try to ensure that our address is not readily available to the public. To find out that our address as well as those of our family and colleagues have been distributed to strangers (and that Zola was made aware of the issue but had done nothing to make me aware) represents a serious safety concern for us. I reached out to the company via multiple points of contact and let them know what happened and asked how this happened. I wanted to know if our address (or those of my colleagues) had been distributed to anyone else. I heard nothing. I did eventually receive a refund for the replacement cards I had to order, but I never heard from anyone regarding to whom all our addresses had been distributed.

  Business Response

  Date: 03/24/2023

  Hi there,

  Thanks for reaching out. We're sincerely apologize that your save the dates order went to the wrong person. This was an isolated incident and we have reached out to the customer who received your order in error to confirm that they've destroyed the contents of that order that *** contain any personal information of yours or your wedding guests. We've also reported this incident to our printer and they have assured us that they've put additional protocols into place to help ensure that an incident like this will not happen again. It also looks like you've been refunded for the replacement order that was placed.

  Again, we apologize for this entire experience and any frustration and concern it's caused. If there's anything else we can do for you, please don't hesitate to reach back out to our support team.

  Best,