Pelkey's Archery, Inc.

Zazzle can confirm a refund for the customer’s $9.95 charge was issued back to the customer’s purchasing payment method on 11/04/2016. The customer was emailed confirmation of the processed refund as of 12/1/2016.

The customer placed an order with Zazzle.com on 10/5/2016. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in which the customer pays a $9.95 onetime fee to receive unlimited Standard...

shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming years. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).  
The customer contacted Zazzle via email on 12/5/2016 with regards to the charge in question. Zazzle received and replied to the customer's email as of 12/28/2016 and unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customedr’s request. The customer has and will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.  
Zazzle authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment, and expedited the refund process. The membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refund. Refunds for this service typically take up to 45 days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution. Zazzle can confirm the customer’s refund was processed on 1/13/2016. At this time, Zazzle has requested a transaction ID number for the refund in question, and it will be emailed to the customer as soon as it becomes available.

Initial Business Response /* (1000, 5, 2016/01/29) */
Zazzle has been in open correspondence via email regarding the images in question, and why Zazzle's Content Management Team removed the images from the website. The customer was further provided with direct contact information...

([redacted]@zazzle.com) for Zazzle's Content department, for any further inquiries, questions, or concerns with the reasons behind the actions that were taken against the customer's Zazzle account. Zazzle's customer support team further advised the customer upon request for the customer's account and store deletion, that in order to obtain the necessary payment of earnings accrued in the customer's account, the customer would be required to update the payment settings page within the Zazzle account associated with the customer's store. The customer is currently missing necessary information required by the IRS in order to be issued a payment, to be clear, the customer must add a name to the Legal Name field located on the payment settings form.
All designers were notified on 3/18/2015 via an email newsletter that changes would occur with their accounts and that information required for tax purposes would need to be updated, to prevent any unnecessary delays with future payments. Zazzle also posted this information in the Zazzle forums (a place for the design contributor community) https://forum.zazzle.com/news, and the Zazzle blog: http://blog.zazzle.com/2015/03/13/updated-payment-information-page. All accounts further provided a pop up notice in the Zazzle account directly, with a reminder that payment information needed to be updated. To be clear, all designers were clearly notified by three different means of communication in advance of the additional field added to the payments settings page changes being enforced.
Per Zazzle's User Agreement (http://www.zazzle.com/mk/policy/user_agreement) "ZAZZLE INC. ("ZAZZLE") PROVIDES ITS WEBSITE AND RELATED SERVICES ("SITE") TO YOU SUBJECT TO THE FOLLOWING USER AGREEMENT ("AGREEMENT"). IF YOU DO NOT AGREE WITH ANY OF THE TERMS OF THIS AGREEMENT, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE. YOUR USE OF THIS SITE SHALL BE DEEMED TO BE YOUR (AND IF ACTING ON BEHALF OF A THIRD PARTY OR YOUR EMPLOYER, SUCH THIRD PARTY'S OR EMPLOYER'S) AGREEMENT TO ABIDE BY EACH OF THE TERMS SET FORTH BELOW (REFERENCES IN THIS AGREEMENT TO "YOU" INCLUDE YOU AND ANY SUCH THIRD PARTY OR EMPLOYER). ZAZZLE CAN CHANGE THIS AGREEMENT AT ANY TIME BY POSTING AN UPDATED USER AGREEMENT ON THIS SITE AND ZAZZLE MAY SEND REGISTERED USERS AN EMAIL NOTICE OF THE CHANGES. IF ANY MODIFICATION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITE. IF YOU DO NOT CEASE USING THIS SITE, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGES."
Zazzle is unable to accommodate the customer's request for a payment until the information is complete. Zazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be made. The customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace.
If the customer makes no further updates or changes to the payment settings, but still desires the account to be closed, Zazzle will be happy to comply with the request. However, a payment will not be authorized to be paid out. If the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't need to up date anything. All that is needed is for these thieving ss to send me my money !!!
Also, they are still displaying and selling products with my images. This is a DIRECT VIOLATION OF MY COPYRIGHT and prosecution proceedings will be started within the next 2 to 3 days.
Once again...NOTHING NEEDS TO BE UPDATED !!! They do not seem to have had any trouble sending me payments in the past, so everything is up to date. This is nothing more than an attempt on the part or these low-lifes to make things difficult, and this is exactly the kind of garbage on their part that this entire complaint is about

Final Business Response /* (4000, 9, 2016/02/12) */
Zazzle is unable to accommodate the customer's request for a payment until the missing information located on the payment settings page of the customer's account is complete. The customer can locate the payment settings page within the account, here: https://www.zazzle.com/my/earnings/paymentsettings
Zazzle has confirmed the customer is missing information in the LEGAL NAME FIELD of this form, which is required for tax reporting purposes. Zazzle has to date, not closed the customer's account, to give the customer the opportunity to make these changes that a payment could be made. The customer's store is private, and all products are hidden, making them completely unavailable on the public marketplace.
To be clear, a payment cannot be authorized to be paid out until the customer complies with providing the information needed in the payment settings page. Zazzle has provided a screen capture of the customer's missing Legal Name information, to indicate the area within the payment settings page the customer may add, save, and be eligible for a payment.
If the customer provides the missing information, the customer will be paid out in Zazzle's next payment cycle, and the customer's account can be fully closed per request.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Of note however, the refund was only processed after filing a Revdex.com complaint.Sincerely, [redacted]

On 3/8/16 the Customer called Zazzle’s Customer Support department to advise that the shipping on her first order was late. On 3/8/16 the Customer was issued a shipping refund. On 3/21/16 the Customer called our CS department advising that her second order was late as well. On 3/21/16 she was issued a shipping refund for that order as well as issued a $25 Zazzle store credit to compensate for the delay and overall experience.

Complaint: [redacted]I am rejecting this response because: I still haven't received one shirt that I ordered.  The replacement shipment included one shirt I was missing and one shirt that I already had. I emailed the CR rep the day I got the shipment and she said she would be getting the missing shirt sent. I followed up again two days ago because I haven't heard anything and still haven't received a response. Sincerely,[redacted]

On 5/10/16 the customer emailed us advising that she signed up for Zazzle Black Premium (free 2 day shipping) and it did not give her free premium shipping at checkout. She asked that the membership be cancelled and refunded. On 5/11/16 a customer service representative replied to the email,...

advising of the memberships terms and conditions and advised it is non-refundable.
On 5/11/16 the customer replied advising that she did not know these terms and still wanted a refund. On 5/12/16 a customer service representative replied offering a Zazzle store credit for the charge as a courtesy. On 5/12/16 the customer replied advising that she would like to take advantage of the Zazzle store credit. On 5/13/16 the credit was issued and the customer was sent  confirmation email.

The customer placed an order with Zazzle.com on 12/3/2016. During check out of the order, the customer opted to take advantage of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in which the customer pays a $9.95 onetime fee to receive unlimited Standard...

shipping for all orders placed within that year. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions ([redacted]).  
The customer contacted Zazzle via email and phone on 12/6/2016 with regards to charge, as the customer’s order had been cancelled due to Zazzle’s inability to print the customer’s item due to copyrighted content. Zazzle received and replied to the customer's email as of 12/7/16, and unsubscribed the customer from any auto renewal of the Zazzle Black Membership, as well as providing the customer with Zazzle Black’s terms and conditions.  
As of 12/23/2016, Zazzle has authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment, and expedited the refund process. The membership is typically a non-refundable service, and as such, more information may need to be obtained from the customer in order to process a direct refund. Refunds for this service typically take up to 45 days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution. An email was sent to the customer on 12/5/2016 to confirm the processed refund request.

Complaint: [redacted]I am rejecting this response because: in the response from Zazzle they make it sound like they're doing me a favor by refunding the money that they took out of my account as a "special one time courtesy"  The fact of the matter is they were not supposed to take the money in the first place so it's not that it was a special one time courtesy but the fact that they needed to fix a mistake that they clearly made and I have emails to back up the fact that they clearly made this error on their own part. Their error is what put my account into the negative causing overdraft fees to be charged to my account so they were directly responsible for that, and should be responsible for at least $30 of those said fees due to their mistake.
 45 days to process a return of $9.95 is obsurd, is this how this company does business.
Remember, I have emails backing up my claims. 
I am not satisfied with their response.
Sincerely,[redacted]

As stated in Zazzle’s Designer License Agreement [redacted]), a designer may not use trademarked material. Pandora Media, Inc. has registered the word mark “Pandora” for Trademark Class 25, United States Patent and Trademark Office serial number[redacted] Although the language in the trademark listing includes the phrase “namely, one-piece garments for infants,” the trademark is still applicable to all products that fall into Trademark Class 25, which is clothing. The customer’s design on women’s leggings qualify as clothing; therefore, Zazzle cannot allow it to be posted in their marketplace for sale.   In regards to the term “Ouija,” this is trademarked by Hasbro United States Patent and Trademark Office serial numbers [redacted]. The few designs on Zazzle’s website were, unfortunately, not yet discovered by Zazzle’s Content Management Team and will be removed as soon as possible. However, the majority of designs are actually from Zazzle’s officially licensed Hasbro store: [redacted]

Complaint: [redacted]I am rejecting this response because:The company refused to acknowledge and apologize for:- Blaming me for having default settings on their product that are not fit for print. Zazzle representatives acted as if it was my fault their product isn't fit to print by default. Then, in the Revdex.com response, again try to place blame on me for and insinuate that I took advantage of the credit by getting something else with it... the credit didn't cover the cost of replacing what I wanted, and why would I get something that isn't set properly at default?- Offering a replacement but then only crediting the account for half of the cost to effectively replace the product (not even counting shipping), and then refusing to just refund the money.- Providing misinformation on every occasion I had to make contact. _Crediting half of the cost for the replacement was not explained when I was told I would receive a replacement. _Additional shipping charges were not mentioned. _I was told after further contact that shipping would be upgraded to premium at no charge. Premium shipping took longer than regular shipping. (But it was free) _A representative told me that the part of my second shipment that didn't arrive (even though their delivery service marked it delivered), would be expedited in both production and shipping and that it would be overnighted by a different carrier and arrive the next day or the day after. NONE of that happened. (The replacement was free)- When replacement shipment for the second order finally did arrive, inexplicably, in my locked USPS mailbox, five days after it was reported as delivered by their shipping agent, which was not USPS, it only contained 1/2 of the shipment. The company did eventually refund my money, which satisfies my number one complaint (but doesn't cover my time expenses), and anyone with whom I spoke was polite (less the response at Revdex.com) and professional. I will never place another order with this company. They have too many competitors, and I have never had a problem with any of the others I have used. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
The customer placed an order on 07/11/15 for customized stickers on the Zazzle.com website. The customer contacted Zazzle by e-mail on 07/17/15 to stating she was not satisfied with the stickers she designed on the Zazzle website. The Zazzle...

Customer Support team replied to her e-mail on 07/18/15 with a request for images of the product she received. The stickers were produced exactly as the customer ordered them on the website. Zazzle produces all custom orders for customers exactly as they receive them in. Upon the receipt of those images, the Zazzle Customer Support agent offered the customer either a reprint of the order or a Zazzle Account Credit. On 07/21/15, the customer replied back to the e-mail and stated she wanted a replacement. However, since the customer's order required some modifications, Zazzle was unable to offer a reprint as a reprint would result in the same order she was not satisfied with. The customer was informed of this during a follow up e-mail on 07/22/15 from Zazzle Customer Support agent. The customer opted to accept the offer of the Zazzle Account Credit. The Zazzle Account Credit was issued on 07/23/15 and the customer was notified via e-mail that she did not need to return the order of stickers and that she could utilize the Zazzle Account Credit on a new order at her discretion. The customer then placed an order on 07/28/15 on the Zazzle website utilizing the credit that was issued and the order was shipped out on 7/29/15.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zazzle in an email when I first sent photos that were requested had agreed the font was incredibly small and your couldn't even read what was said in the sticker. Zazzle says they give 100% satisfaction and also guarantees they can replace unused sheets of stickers which says so on zazzle.com. I was offered a reprint from a csr then the next csr response from a different person revoked that offer. Then finally after several emails of trouble I was offered a credit which I used.
Honestly I wish I could upload photos of the original sticker I recieved to show you also that it wasn't even possible to read.
I am much happier with the replacement.

Initial Business Response /* (1000, 6, 2016/01/29) */
The customer was provided standard Return Merchandise Authorization instructions, including a pre-paid label to return the order in question. The customer's return was delivered by the courier to Zazzle's returns facilities on 1/13/2016. Zazzle...

has verified the customer's returned shipment, and a full refund was authorized to the customer's purchasing payment method as of 1/28/2016. Refunds typically take 7-21 business days to become available, depending on the processing speed of the customer's financial institution. Zazzle has confirmed the customer's refund details as of 1/28/2016 via email.

Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this order. The customer placed an order on the Zazzle website for a poster and photo enlargement on 1/12/2017. During checkout, the customer signed up for a 30 day free trial of...

Zazzle Black, a yearly fee shipping program provided by Zazzle. As stated in the terms and conditions when signing up for this program, the customer can opt out before the 30 days so she does not get charged for the annual fee. If she does not opt out, an automatic $9.95 fee for the membership will be charged to the purchasing card and the customer will receive standard shipping on applicable Zazzle orders for a year. Once the customer is part of the paid Zazzle Black membership, the customer can opt out before the 365 days if she wishes to not be automatically renewed again. This and the rest of the program details are clearly messaged during checkout and her confirmation e-mail when selecting the Zazzle Black shipping option. This information also includes all of the Zazzle Black terms and conditions [redacted] The customer contacted Zazzle to be removed from Zazzle Black and requested for a refund for the membership fee. As this is usually a non-refundable charge, Zazzle has agreed to make an exception and refund the costs to the purchasing card. Because this is a special accommodation, the refund for the membership can take up to 45 days to appear in the customer’s account as Zazzle may need more information to process this request. Zazzle has provided all of this information to the customer via e-mail on 2/14/2018.

Initial Business Response /* (1000, 6, 2015/12/08) */
The customer placed an order with Zazzle.com on 10/22/2015. During check out of the order, the customer opted to take advantage of a 30 day free trial of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in...

which the customer pays a $9.95 onetime fee to receive unlimited Standard shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming year. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
The customer contacted Zazzle via email on 11/30/2015 with regards to the membership in question. Zazzle's Customer Support team received and responded to the customer's email on 11/30/2015 with an explanation as to the membership, as well as an offer for a Zazzle Account Credit for the cost, as the membership is typically non- refundable. The customer expressed dissatisfaction with that resolution option, and Zazzle authorized a direct refund to the customer's purchasing payment method, as a one-time courtesy. Zazzle has also unsubscribed the customer from any auto renewal of the Zazzle Black Membership, and the customer will not experience any further Zazzle Black charges, unless they select this as an option when placing a future order.
As of 11/30/2015, a refund was authorized for the customer's Zazzle Black Membership cost ($9.95) to the customer's original form of payment, and the customer has been sent an email with the confirmation information. As the membership is typically not refundable, it may take up to 45 business days for the customer to receive the refund, and that further information may need to be obtained by a member of Zazzle's finance department.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Zazzle can confirm the delivery of part of the customer's order as of 12/23/2016. Unfortunately, despite Zazzle's best efforts, the customer's shirt order was unable to be shipped in time to meet the customer's need by date. Per the customer's request, Zazzle cancelled the unshipped portion of the...

order. A refund was authorized for the cancellation on 12/22/2016. The customer's shipping cost was refunded on 12/23/2016, and the remainder of the customer's order (for the delivered mugs) was refunded as of 12/30/2016. For the customer's overall experience, Zazzle has placed a $50.00 Zazzle Account Credit into the customer's account. This can be used toward a future order if the customer chooses, and it will not expire.

The customer has placed 248 orders (many, many orders canceled prior to fully entering Zazzle’s production stream) with  Zazzle, with the first order placed on 2/28/2017 and the most recent on 2/5/2018. In almost every order, the customer generated customization errors on their part, claimed...

the items received were defective, or claimed to have never received their order by the courier. As Zazzle promises 100% satisfaction guaranteed for their customers, Zazzle has continuously offered a Zazzle  account credit, replacement of the defective product, or a direct refund to the customer. While Zazzle’s return policy typically requires unused items to be sent back to them in order to issue any refund, account credit, or replacement, Zazzle made exceptions in all the cases for this customer as a courtesy, and waived the returns so that the customer would not have to go through the trouble to send the items back. After a year of repeated abuse of Zazzle’s return policy, the customer  continues to claim user generated customization issues with their order, and keeps asking for Zazzle account credits and 50% off discount codes to place new orders with, often with different merchandise.  The customer has been informed via phone and e-mail multiple times by Zazzle Customer Support Representatives, and supervising staff,  that they will be required to send the items back before a resolution can be reached, but the customer claims to no longer have them in their possession. Unfortunately,  Zazzle can no longer issue any type of refund or account credit without the unwanted products being sent back to their production facilities. To be clear, Zazzle has requested that any order the customer makes and is unhappy with, it will  be sent back to the company before any replacement, Zazzle Account Credit, or refund is processed, as per Zazzle’s return policy: [redacted] . In addition, coupons, discounts, and promotional codes outside of what is provided on the Zazzle website will not be provided. The customer can find any available Zazzle special offers and coupons on the website here: [redacted]

Initial Business Response /* (1000, 5, 2015/05/18) */
The customer placed an order with Zazzle.com on 4/2/2015. During check out of the order, the customer opted to take advantage of a 30 day free trial of Zazzle Black, a yearly fee shipping program. Zazzle Black is a yearlong separate service in...

which the customer pays a $9.95 onetime fee to receive unlimited Standard shipping for all orders placed within that year. The customer must opt out of the service within the 30 days during the free trial, to avoid the yearly fee of $9.95. The customer must also opt out of the service to avoid automatically being charged the $9.95 renewal fee for the coming year. This and the rest of the program details are clearly messaged during checkout when selecting the Zazzle Black shipping trial option. This information also includes all of the Zazzle Black terms and conditions (http://www.zazzle.com/mk/policy/zazzle_black).
Zazzle has received no inquiry from the customer with regards to the Zazzle Black Membership. Zazzle can be reached via phone or email, per the "contact us" link located at the bottom of the website: http://www.zazzle.com/about/contactus
As of 5/18/2015, Zazzle Customer Support reached out to the customer via email with the membership details and breakdown, and also provided the customer with two resolution options. Zazzle also opted the customer's account out of any auto renewal. The customer will not be charged for the membership in the future, unless the customer subscribes to it at a later time. Zazzle is currently awaiting a reply from the customer per the resolution options provided.

The customer placed an order with Zazzle.com on 4/18/2016.  The customer emailed Zazzle on 4/29/16 inquiring the status of their order. On 4/30/16 the customer support agent sent a reply asking for more information, which the customer provided an answer on the same day. On 5/3/16 our customer...

support agent sent another email to the customer advising them that the package was delivered on 5/2/16. On 5/3/16 the customer responded to our email advising that the estimated delivery date on the order was set for 4/21/16. On 5/4/16 the customer support agent emailed the customer advising them that if he needs anything else to reply back to the email.
 
On 5/11/16 the customer support agent tried to call the customer to apologize for their overall experience however there was no answer so we left a voicemail and sent a follow up email that we will be issuing a full order refund. Refunds typically take 7-21 business days for the customer to see it applied to their purchasing payment method, depending on the processing speed of the customer’s financial institution.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]