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Business Profile

Event Center

Madame ZuZu's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Center.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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 November 24th, 2024, I preordered an album from Madame Zuzu's (order #*****) for a total of $49.99. The album is scheduled to be shipped on December 30th. On December 1st, I contacted Madame Zuzu's to request cancellation and a refund for this transaction. They responded, "All sales of record releases are final, so unfortunately we cannot cancel your order." I have since sent two follow-up emails (on December 2nd and December 5th) that have gone unanswered. I also attempted to call the number on their website, only to discover it is disconnected. Please advise me on my options to cancel this order and obtain a refund. I appreciate your assistance in resolving this dispute.

  • Initial Complaint

    Date:09/23/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hi,I purchased a sweatshirt from a sale they were having promoting smashing pumpkins Anniversary online concert. I got a ticket and watched the concert online. They offered exclusive merchandise for people that went and viewed the show. When I went to look at the merch, it stated if you attended the concert you get free shipping. Due to this, I placed the order but then realized after that I was charged shipping. I emailed them and took almost a week for a response. When I finally heard back, I was told that was only for people who attended live. As shown in the attached screenshot, that was never made clear. I said I do not want it if I have to pay shipping and was told all sales are final. Then I received no more responses to my follow up emails. I am requesting at least a refund of the shipping cost which was about $13. See screenshot attachment.

    Business Response

    Date: 10/09/2023

    Here is our refunds policy (screenshot attached) *********************************************************

    We included a space for customers to enter their ticket number to get free shipping, and only in-person attendants had a ticket number. People who streamed the livestream did not have a ticket number. The shipping charge is also shown on our checkout screen, and the customer still went through with the purchase. 

    Also attached is our conversation with the customer, we responded to the email the same week that it was sent, all responses were sent 3-4 days after the customer's email. 

    I have also attached a screenshot of the order on Shopify, where you can see the tracking link associated with this order. It was placed on September 17th, and as you can see here, ********************************************************************************** , the package was picked up by the **** on September 27th, as guaranteed in our terms of service (************************************************************) that all orders will be shipped within 10 days of order purchase otherwise the customer is *********** a refund. (It was also shipped within 7 business days, as Monday September 25th is a Jewish holiday.) 

    I have attached a picture of where our policy was written, as you can see we stated that free shipping would be offered to patrons attending the concerts, we did not say free shipping would be offered to livestream viewers.

    Also attached is a screenshot of an order that did receive free shipping, as you can see they were not charged shipping because they entered a valid ticket number. Anyone who did not enter a valid ticket number was charged shipping and shown the shipping charge on the checkout screen, whereas concert ticket holders who entered their number were not charged shipping. 

    Lastly, we received over ***** orders September 17th-September 18th from this Siamese Dream 30th ******************* Time Online Merch Sale, the vast majority of which were from non concert attendees, as we only had 2 shows on one night in a very small venue (we are literally a coffee shop, not a theater, we had very limited seating for both shows). Many of these orders were from dedicated fans who watched and enjoyed the livestream. And this is the only customer who felt our shipping policy was unclear and filed a complaint. 

    Customer Answer

    Date: 10/10/2023

     
    Complaint: 20646159

    I am rejecting this response because:

    As you can see from the screenshot, it was not made clear that free shipping was only for customers attending in person. All it says is you need to attend to purchase the exclusive merch which I was able to do mustve been for in person or streaming. If this was made clear, I wouldve not ordered for $12 worth of shipping. The sweatshirt received was also on a cheap poor quality sweatshirt and due to poor screen printing, it was stuck together and sticky on the inside. I immediately asked to cancel the order when I realized their was shipping and didnt get a response until after it shipped. With shipping included, this was a $70 sweatshirt so would at least expect good quality. I am fine with keeping the sweatshirt but the shipping should still be credited as previously stated (and screenshot sent) it was not clear. I also find it hard that I was the only person who thought they were getting free shipping due to poor wording. 
    Sincerely,

    ***********************************

Madame ZuZu's is NOT a BBB Accredited Business.

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