Pelkey's Archery, Inc.

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]

The customer placed an order with Zazzle.com on 11/17/2015. 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 and phone on 11/21/2016 with regards to the auto renewal charge in question. Zazzle received and replied to the customer's email as of 11/21/16, and unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customer’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 has confirmed the customer’s refund was processed and the customer was sent a confirmation transaction ID to confirm with their financial institution the refund was authorized. An email was sent to the customer on 12/5/2016 to confirm the processed refund.

The customer placed an order with Zazzle.com on 10/28/2016. 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 12/26/2016 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 customer’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, 2015/07/29) */
The customer purchased a shirt on the Zazzle website on 07/05/15. Unfortunately the order was delayed in production. The customer contacted Zazzle Customer Support on 07/12/15 by e-mail and requested to cancel the order. Zazzle Customer...

Support responded to his e-mail and processed the cancellation request. The order was cancelled on 07/14/15, the customer was refunded in full for the order.

The customer has been in ongoing communication with Zazzle via email and phone. The unanticipated delay the customer has experienced with the above mentioned order has been expedited to Zazzle’s production management staff, and Zazzle is working swiftly to produce and ship the customer’s order as...

quickly as possible. For the customer’s overall experience and the delay with the shipment of the order, Zazzle has authorized a full order refund to the customer’s purchasing credit card as of 9/29/2016. An email has been sent to the customer with regards to this refund, and the customer has been assigned an order specialist to work with directly for ongoing updates regarding the customer’s order. The customer’s order will be shipped as soon as it is ready with an Express courier, and Zazzle will confirm this shipping when a tracking number has been assigned.

Initial Business Response /* (1000, 7, 2015/05/18) */
The customer placed an order on 5/1/2015, and the customer's order was queued for shipment on 5/2/2015 with Standard shipping. This method typically takes 4-7 business days for time in transit, and this estimate is provided during the checkout...

process. The customer contacted Zazzle via phone on 5/8/2015, expressing concern as they had not yet received the order. Zazzle replaced and shipped the customer's replacement order at no cost to the customer, with an Express shipping method. The customer's replacement order was delivered on 5/11/2015. Zazzle can also confirm the customer's original order delivered on 5/13/2015.
Initial Consumer Rebuttal /* (2000, 9, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
htis is one of the best businesses ive dealt web from the inter-web.... good customer service kind and courteous

Zazzle is very sorry for any inconvenience and disappointment that the customer may have recently experienced regarding this order. The customer placed an order for a phone case and contacted Zazzle’s Customer Support team as the quality and fit was not to her preference. As the customer wanted to...

reorder a different style phone case, Zazzle initially offered the customer a Zazzle store credit for the full amount of the order. However, as the customer paid via the Netherlands currency of Euro, but placed the order on the UK domain [redacted]), Zazzle is unable to issue a store credit as the UK currency is the pound. Zazzle has advised the customer accordingly and that based on her shipping address, she would need to place an order on Zazzle’s Netherlands domain ([redacted]). Zazzle has issued a full refund of the customer’s order in two separate amounts to the original form of payment on 1/3/2018 and 1/10/2018. Refunds can take 7-21 business days, depending on the processing speed of the customer’s financial institution. Zazzle has also provided the customer with two transaction ID numbers so that she can follow up with her financial institution on 1/11/2018.

Initial Business Response /* (1000, 5, 2015/06/17) */
While Zazzle would love to print any item a customer orders, Zazzle must abide by all applicable U.S laws and standards, as well as the content guidelines and copyright policies that Zazzle has also put into place...

(http://help.zazzle.com/[redacted]).
As mentioned, Zazzle is primarily a community of Sellers; individuals who have opened Zazzle accounts to promote and sell their designs. These Sellers design their products using our intuitive creation tools and make their offerings available for purchase through the Zazzle marketplace. Sometimes, these sellers upload content that is not their own material or are not adhering to the content guidelines. Zazzle's Content Management Team works continuously to remove such products but inevitably some products may be ordered before they are removed. All orders placed on the Zazzle.com website are subject to approval by Zazzle's Content Management Team prior to the manufacturing of the product. This information is outlined within Zazzle's user agreement (http://www.zazzle.com/mk/policy/user_agreement).
Zazzle has authorized a refund for the credit she was issued on a previous order. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution. An email confirming the refund has been sent to the customer as of 6/17/2015.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This doesn't actually change any of their policies in place that allow this type of issue to arise in the first place. If I go to Zazzle.com and type Eevee into their search box, I do get results.
http://www.zazzle.com/eevee_button-XXXXXXXXXXXXXXXXXX
Product ID: XXXXXXXXXXXXXXXXXX
Created on: 1/15/XXXX X:XX PM.
There are more in this person's store.
This was over a year old at the time I ordered my first set of invitations with Eevee's on them. I do believe since it was on there for a year it's a reasonable assumption that Eevee's are allowed. They keep saying they are a community of sellers, when I was arguing with them before I escalated my complaint to the Revdex.com I pointed this out, that was at the beginning of June. They have not taken these down.
I feel like they decided to enforce the rules because I was not spending a significant amount of money. It was less than 150, I no longer remember the total. My previous orders totaled just around 600 dollars. I now have to go order different invitations entirely so that the match. Once again this comes down to poor content control practices. I think I still should at least get half of my total prior purchases back, $300. The fact that I can go find Eevee's on the website that have been on there for a year, and that they've let my Eevee's go through not once, but twice, makes me feel like this isn't solely an error that is on my part. I would have been less upset if they had denied it the second time but those went through as well and I would have found a less costly way to fix my invitations so that I can keep them matching my theme.
Final Business Response /* (4000, 9, 2015/07/02) */
When a product is brought to Zazzle's attention that violates their terms of service, they take swift action to remove it. On each product page, there is a "report this product" feature. A customer can click this to report the item to Zazzle's Content Management Team, and they will review the item in question. Customers can also email Zazzle's Content Team directly at [redacted]@zazzle.com.
As mentioned, Zazzle is primarily a community of Sellers; individuals who have opened Zazzle accounts to promote and sell their designs. These Sellers design their products using our intuitive creation tools and make their offerings available for purchase through the Zazzle marketplace. Sometimes, these sellers upload content that is not their own material or are not adhering to the content guidelines. Zazzle's Content Management Team works continuously to remove such products but inevitably some products may be ordered before they are removed.
The cost of an order does not determine whether an order meets the content guidelines Zazzle has put into place. To be clear, all orders placed on the Zazzle.com website are subject to approval by Zazzle's Content Management Team prior to the manufacturing of the product. This information is outlined within Zazzle's user agreement (http://www.zazzle.com/mk/policy/user_agreement), which all customers must agree to when signing up to use Zazzle.com.
Final Consumer Response /* (4200, 11, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They provided no resolution. The item even listed here is still up, will they pay me to click report this? The answer is obviously no. They clearly don't care about their own rules except when they chose to.
They say cost of the order has no impact, yet twice the image containing Eevees was approved. They aren't taking this complaint seriously. They need to look at their processes better to stop this from happening in the future. At this point I had to re-order my invitations from another site so they would match. So I have spent more money due to their processes being inconsistent.
They can say that sellers upload stuff and they try to remove, but they should approve first before allowing to be sold. It gives a false belief if you can find it you can get it. I don't know any other site that lets you order from their website, pay, and then come back and say oh hey it breaks the sites rules.
At this point they clearly believe they have done nothing wrong. They keep saying the same things. I don't believe there can be any positive resolutions. I will just make sure whenever a situation arises that someone I know needs to order invitations or anything, I will make sure it will he from a better company.

Initial Business Response /* (1000, 5, 2015/07/16) */
The customer has been in ongoing communication with Zazzle.com via email since 4/13/2015, with a request to close their Zazzle account and to be issued a payment for the cleared earnings in the account. Zazzle is unable to authorize a payment...

for the customer's cleared earnings, until all of the information has been provided in the customer's earnings page matches the information the IRS has on file for the customer. The customer can access their payments setting page here: https://www.zazzle.com/my/earnings/paymentsettings
For confidentiality purposes, neither Zazzle nor the customer can view the Tax ID number in full once the payment settings have been saved. As only the last four digits of the customer's Tax ID number are visible, Zazzle recommends the customer go into their payment settings to delete all characters in this field, re-enter it to ensure there are no typos or missing numbers, and save the updated information. Zazzle also recommends the customer contact the IRS directly, beforehand, to ensure that the customer's EIN matches what the IRS has on file.
Once the customer's information has been input correctly, and it is verified matching with the IRS, Zazzle will be able to release the customer's payment in their next payment cycle.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the Revdex.com can see, Zazzle did not bother to read my complaint. Please note that their generic response letter does not address my complaints and does not attempt to resolve the issues. Again, I have checked my Tax ID number multiple times. There are NO typos or missing numbers. The official letter from the IRS that included the TAX ID number for my corporation was verified by my accountant and myself multiple times. I never made any error. It has been more than 3 months, and Zazzle is pretending it is not their fault. The lack of ethics this company is very alarming. Zazzle refuses to take responsibility for their mistake. I am tired of talking to and emailing this dreadful company. I have documented proof that Zazzle promised me they sent me the check. I spoke to many customer support employees who ended up making false promises to me. They tried to use delaying tactics, so that I would give up and/or forget about my check. If Zazzle does not give me my rightfully deserved money, I will escalate to reporting Zazzle to the California Department of Consumer Affairs for fraudulent business practices. I tried multiple times to resolve this issue in an amicable manner, but Zazzle refuses to comply. As many unhappy customers have done before, I will also tell about the horrible experience that I had with Zazzle via social media and company review websites. There are laws in California that protect people when they review companies. I will inform how Zazzle treats it's customers and how it takes their money. I am will also notify the appropriate government agencies, Zazzle's deceptive business practices. Zazzle may think they can just reply with generic responses and forget about the terrible problems they cause, but I am a consumer who has been wronged, and I will not cease to pursue my rightful claim.
Final Business Response /* (4000, 9, 2015/07/21) */
Zazzle is unable to issue a payment to the customer if it has been determined that the information the customer provided in the EIN field does not match what the IRS has on file.
For confidentiality purposes, neither Zazzle nor the customer can view the Tax ID number in full once the payment settings have been saved. Zazzle is including an attachment to display what is visible to both Zazzle and the customer. To be clear, neither Zazzle nor the customer can verify in full, the characters that have been encrypted to determine if any typos or mis-entered information have occurred. The information that was submitted by the customer as it stands, was declared not a match by the IRS. Zazzle recommends the customer go into their payment settings to delete ALL characters in this field, re-enter it completely to ensure there are no typos, incorrect, or missing numbers, and save the updated information. Zazzle also recommends the customer contact the IRS directly, beforehand, to ensure that the customer's EIN matches what the IRS has on file.
Zazzle is more than happy to authorize the payment, once the customer's information clears with the IRS. Unfortunately, until that time, the customer's funds cannot be released. The customer has been provided this information multiple times.
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As shown, Zazzle has a generic response saved on their computer which is used incorrectly for this case. The Federal Tax ID was used to file my corporate taxes without any difficulties or concerns from the IRS. Zazzle is obviously having computer problems accepting that my tax id is correct, and instead of fixing them and sending me my money, they don't want to take blame. I will continue demanding my legally earned money via multiple lawful means. I have indisputable evidence that my Tax Id is correct and that Zazzle failed in the basics of customer support.

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]

The customer placed an order with Zazzle.com on 3/2/2015. 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 [redacted] on 8/21/2016 with regards to the auto renewal charge in question. Zazzle reached out to the customer via email as of 8/21/16, and they unsubscribed the customer from any auto renewal of the Zazzle Black Membership, per the customer’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 also authorized a direct refund for the customer’s Zazzle Black Membership cost ($9.95) to the customer’s original form of payment as of 8/22/2016. The membership is typically a non-refundable service, and as such, 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 has confirmed this information in an email sent to the customer on 8/21/2016.

Complaint: [redacted]I am rejecting this response because:  I am aware that charges apply for requesting commissions below the threshold of $50.00. My commissions totaled just under $24.00. I requested this amount minus the fee, and they have refused to pay. Zazzle owes me $20.00. I will file suit plus punitive damages if they don't pay what I'm owed. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/01/29) */
The customer placed an order with Zazzle. com on 12/21/15, for a throw blanket, to be shipped with express shipping (1 business day after manufacturing). The customer contacted Zazzle via email on 12/23/15 to inquire upon the status of the...

custom throw blanket, as it had not yet been shipped. Throw blankets typically manufacture in 2-3 business days, with shipping time in addition. Zazzle received and responded to the customer's email on 12/29/15 with the turnaround estimate for the timing window in which the customer's order was placed. The customer had also emailed Zazzle on 12/24/15, 12/27/15, and 1/5/16 with a request for a status update on the delayed order. Zazzle's customer support team responded to the customer's latter inquiry on 1/5/16, with the information the order had been expedited with Zazzle's production team, and an offer to cancel the order if the customer chose. The customer responded to Zazzle via email with a cancellation confirmation request. Per the customer's wishes, Zazzle cancelled the order on 1/6/2016. Refunds for a cancelled order typically return to the customer's payment method within 7-10 business days, depending on the processing speed of the customer's financial institution. To be clear, all funds for the customer's order were returned to the purchasing credit card with an anticipated processing date from the customer's credit card company no later than 1/21/16. For the customer's overall experience, Zazzle has authorized a $50.00 Zazzle Account Credit to the customer's Zazzle account, and it may be used toward a future order if the customer desires. This credit is available now, and it will not expire.
Initial Consumer Rebuttal /* (2000, 10, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After further review, I saw that the refund for the purchase of the throw blanket was actually processed on January 7, 2016 and made it to my account on January 8, 2016. Initially Zazzle said that it would take 7-10 business days after the order was canceled on January 6th before the funds would make it into my account so I didn't check the account until around January 20th to give the appropriate amount of time for the funds to make it into my account based on the timeline zazzle had given me. However, the funds made it into my account earlier than I was told they would so Zazzle did refund me the full price of the throw blanket and express shipping earlier than I expected them to. Being that it was earlier than I expected, I didn't check those dates and therefore didn't see the refund. Thank you Revdex.com for assisting in getting this taken care of and thank you Zazzle for getting me refunded.

The customer placed an order on Zazzl[redacted] on 5/2/2016. On 5/3/2016 Zazzle’s Content Management Team sent the customer an email advising of a customization flaw. The email asked for a reply from the customer to process the order as is, or cancel the order so that changes can be made and a new order...

placed. On 5/6/2016 Zazzle’s Content Management Team cancelled the order, as there was no response from the customer and an e-mail was sent to the customer regarding the cancellation. On 5/17/2016 the customer called Zazzle Support and advised that she has not received her refund for the cancelled order. A Zazzle customer service representative advised the customer that the refund may take 7-10 business days, and sent the customer a confirmation email. The customer has not replied or contacted Zazzle support since then.

Initial Business Response /* (1000, 5, 2015/11/10) */
The customer contacted Zazzle.com to make a full return for her order, at which time Zazzle provided her with return instructions. Per the tracking information of the customer's returned shipment, Zazzle received her order on 9/30/2105. The...

customer contacted Zazzle on 10/8/2015 regarding the status of her return and expected refund. The customer contacted Zazzle again on 10/21/15, as she had not yet received an update on her returned shipment. Zazzle confirmed, processed, and expedited the customer's refund on 10/21/2015. Refunds can take 7-21 business days, depending on the processing speed of the customer's financial institution. For the customer's overall experience, a full shipping refund has been authorized to the customer's purchasing payment method as of 11/10/2015, and a $50.00 Zazzle Account Credit has been applied to the customer's Zazzle account. This credit is available now, and it can be used toward a future order. It will not expire.

Initial Business Response /* (1000, 5, 2015/06/03) */
The customer contacted Zazzle.com via email on 5/15/2015, expressing concern with regards to an anticipated earnings payment for the month of May, for the cleared earnings accrued in his Zazzle account. Zazzle received and replied to the...

customer's email on 5/18/2015, and explained to the customer the reason why the payment was cancelled, and what steps the customer would need to take in order to make his account eligible for payment.
Zazzle messaged all designers on 3/18/2015 via an email newsletter that changes would occur with their accounts and the information that was required 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.
As the customer updated his Zazzle account and payment settings on 5/18/2015. The customer will be eligible for an earnings payment for any cleared earnings no later than 6/15/2015.

Complaint: [redacted]I am rejecting this response because I have called and did receive a response telling me the funds would be back into my account within 7-10 business days of the cancellation which occurred 18 days ago. I have not been refunded and my bank does not see any inclination that I will be. Here is the message I received to prove I spoke to someone about this matter.
It was great speaking with you today. As discussed, you can contact your financial institution directly to inquire about the availability of your funds. If you have any further questions or queries then please don't hesitate to get in touch. ------------------------------------------------------------------------...⇄ Support Hero Zazzle Inc.Incident Reference # [redacted] Sincerely,Mo[redacted]

Initial Business Response /* (1000, 6, 2015/07/02) */
The customer placed an order with Zazzle.com on 5/11/2015. This order was queued for shipment via the customer's selected Standard shipping method (5-12 business days), on 5/12/2015. The customer contacted Zazzle via email on 6/18/2015, as she...

had not yet received her order. Zazzle's Customer Support Team received and replied to the customer's email on 6/21/2015 requesting the customer confirm the address the order was shipped to, as well as following up with the courier to determine if they had more information on the shipment. The customer responded on 6/21/2015, expressing dissatisfaction with the email that was sent, and asked for a refund. Zazzle's process for orders considered lost in transit, is to first offer a replacement, and then a Zazzle Account Credit. As the customer declined a replacement order and a Zazzle Account Credit and specifically requested a direct refund, Zazzle authorized and processed a full order refund on 6/22/2015. Refunds typically take 7-21 business days, depending on the processing speed of the customer's financial institution.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/02) */
The customer placed an order on the Zazzle website on 08/10/15. Unfortunately, one of the items the customer ordered was delayed. The customer contacted Zazzle Customer Support by e-mail on 08/14/15 to get a status update on her order. The...

customer responded to that e-mail on 08/17 and requested to cancel the delayed item for her order. Zazzle cancelled and refunded the delayed portion of her order on 08/21/15. The customer had multiple items on her order. The shipping costs she was charged was for those two items. For the item she received, the shipping cost for that item alone is $5.99. Since she was charged $7.49 for shipping, Zazzle has issued a refund for $1.50, the difference between the two shipping costs. The customer can expect to see this refund in 7-21 business days depending on the policies of her financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded me the shipping cost.

Initial Business Response /* (1000, 5, 2015/08/27) */
The customer placed an order on 03/20/15 on the Zazzle website. She contacted Zazzle Customer Support on 03/27/15 to state that she was not satisfied with her order. The customer agreed to and was given a Zazzle account credit for the cost of...

the order to place a new order. The customer placed a new order on 03/27/15 and did not utilize the Zazzle account credit that was placed into her account. At this time, the customer still has a Zazzle account credit available for her to use on any future order as it doesn't expire. As a onetime courtesy, in addition to the account credit the customer has, Zazzle has also issued a refund for her original order. The customer can expect to see this refund in the next 7-21 business days depending on the processing speed of her financial institution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)