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:07/15/2025

  Type:Service or Repair 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 have been waiting a very long time for my cash to be transferred to my bank account. Almost 10 business days now. It has never taken this long before and despite multiple emails and calls to Zola, there has been no response, help or explanation.Zola needs to transfer the funds which are not theirs or refund them to the respective donors. It is unfair to hold to funds without consent or explanation for this long. I am asking for at least a communication or update on the status of this transfer and for it not to be pending for multiple more days.

  Business Response

  Date: 07/15/2025

  Hi ***, 

  Thank you for bringing this matter to our attention. We apologize for the delay and any inconvenience this may have caused. For the latest update, please refer to the follow-up email from our support team at ************************************************************. 

  Best, 

  Customer Answer

  Date: 07/16/2025

  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:06/05/2025

  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.

  On 4/3/25 I ordered three chairs and 4 cushions from Zola Home online. The purchase price was $1257.91. The estimated ship date for the cushions was 5/15 - 4/28 and the chairs was 4/30 - 5/9. I received subsequent emails on 4/8, 5/6 and 5/20 that kept pushing back my delivery date. The last estimated delivery date was 5/25. I waited another week and finally contacted Zola by email for an order update (2 months after my original order date). They responded the next day that the order has been cancelled since the items are not available. They have not processed my refund and aren't telling me when it will be available. I question when and if I would have ever been contacted about cancellation of the order, am concerned whether Zola is selling items they don't actually have (seems fraudulent) and difficulty obtaining a prompt refund.

  Business Response

  Date: 06/05/2025

  Hi *******,
  
  
  Thanks for reaching out!
  
  
  I'm very sorry that these orders were impacted by the product discontinuation and that our communication around it fell short of your expectations. We did send backorder notification emails in April and May, but we understand that this situation has been frustrating.

  
  This is certainly not the experience we want for our customers, and were addressing this with the appropriate teams to help ensure clearer communication moving forward.

  
  I can confirm that the refund was issued on 6/4 to your original form of payment. You should see the amount reflected on your card within 35 business days, depending on your bank.

   

  If we can do anything more to assist, please reach out ************************************************************
  

• Initial Complaint

  Date:06/02/2025

  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.

  I had a great experience with Zola when it came to setting up our wedding website, However, Ive had serious issues when trying to transfer the home and pet funds to my bank account. Its been a couple of days, My account information is correct, ive taken it off and redid it multiple times now, but Zola requested identity verification. I uploaded my drivers license as told and even my military ID, but received another email asking for the same thing more than ***************************************************************************************************** the same loop of repeated *********** make matters worse, the system is now no longer even allowing me to upload my ID at all. I tried contacting Zola by phone with no success, and their only form of communication is email, which feels both inefficient and concerning. I received generous cash gifts from family and friends, and I currently have no way to access those funds.This entire experience has been incredibly disappointing and upsetting. At this point, it feels like Zola is either intentionally withholding the funds or trying to push me into converting them into a Zola gift card, because not allowing me to upload my ID and only option is the zola credit.

  Business Response

  Date: 06/02/2025

  Hi *******,

   

  Thank you for your patience!

  We apologize for any frustration or concern this delay may have caused, and understand how important timely access to your funds is. 

  Our records show that you successfully completed the ** verification process on June 1, and the identification has been accepted. You're now fully set up, and your most recent transfer requests have been submitted.
  
  You can expect to receive a confirmation email within 35 business days once the process is complete.
  
  
  If you have any further questions or concerns, please dont hesitate to reach out to ************************************************************

• Initial Complaint

  Date:05/30/2025

  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.

  My husband and I used the Zola online platform for planning our wedding and setting up a registry. We were gifted $600 through funds we had setup through the registry. Zola has not let us withdraw the money on account of two fundraisers we had (which no one even donated to) and claimed that their payment processing company, ******, flagged our account because of the name of the charities. Again, no funds were received for these charities, and any money we were gifted was solely directed to our honeymoon and debt relief funds. First they asked us to change the name of one of the charities in order for us to receive our funds. We complied, and expected for our account to be cleared. Then, they flagged us again for the second fundraiser. We complied again, changing the name, but have yet to receive any response. On account of the fundraisers simply being up on our registry, Zola has prohibited us from withdrawing our gifted funds, even after we cooperated with them and changed the fundraisers. We have not heard anything back from the Zola representative in 7 days, and we still cannot withdraw the $600 to our bank account. We don't understand why our funds are still being withheld from us, as we responded and complied in a timely manner, and we would like this issue resolved.

  Business Response

  Date: 06/03/2025

  We sincerely apologize for any frustration this may have caused. Please refer to the emails sent from ********************************** regarding the resolution of this matter. If there are any ongoing concerns, were happy to assist further.
  

  Customer Answer

  Date: 06/03/2025

  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:05/27/2025

  Type:Service or Repair 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 set up a honeymoon fund through Zola and received funds from family members. I have been trying to transfer my funds to my bank account with no success. After each attempt Zola adds a new reason why they cannot transfer my funds. For example they will ask for a photo **. When I upload the photo ** ********************** says it will complete my transaction. However, Zola immediately deletes the upload and asks me to upload the ** again. This process has been repeating for about a week at this point. My funds are stuck in Zola and I have no means to retrieve them. I have received no response or explanation from Zola for why they cannot send me my money. It is extremely frustrating and in my opinion, constitutes theft.

  Business Response

  Date: 05/28/2025

  Hi *******, 

   

  Thanks for reaching out!

  Our payment processor, Stripe, requires identity verification for certain cash transfers. This verification is intended to protect your identity and prevent fraud.

  The requested identification document was uploaded and verified on May 27. Your most recent transfer request is showing paid as of Tuesday, May 27, 2025. Please allow 35 business days from that date for the funds to become accessible, depending on your banks processing times.

   

  If we can do anything more to assist, please let us know at ************************************************************.

  Best, 

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me and the matter has been resolved. However, their statement that the ** was uploaded on 5/27/25 is incorrect. ** was uploaded and rejected several times during the week of 5/19/25 without an adequate explaination.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Order from Zola arrived broken. Package was refused. Zola sent a new item and that also arrived broken. Package was refused.Emailed Zola several times to request a refund. Zola has refused to provide refund.

  Customer Answer

  Date: 05/04/2025

  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:02/27/2025

  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 02/21/25 we purchased 40 wedding invitations from Zola with expedited shipping and an advertised delivery date of 02/28. We chose to purchase these particular invites and paid for the expedited shipping because of the advertised delivery date from Zola. Our wedding is only a few months away and we needed invites quickly. On 02/25/25 we reached out to Zola requesting information regarding our order as our delivery date was 2 days away and we hadnt received any form of communication about shipping and tracking. We notified Zola customer service that if they were unable to provide the products in the time frame advertised we were not interested in the product and wanted a refund. On 02/26/25 at 5:30 pm we finally received a tracking number stating that our order still had not shipped and there was no estimated delivery date. At 6:31 pm we received an email stating that they were reprinting our order would provide us with expedited shipping. We discovered that they had cancelled the shipping of our previous order.They have refused multiple requests for them to cancel and refund an order that they failed to produce in a timely manner and instead chose to remake our order after we had already stated that we did not agree to delayed delivery of our product due to their negligence in producing our order.Zola lied blatantly lied to us about their ability to produce and ship our order in a timely manner in order to coerce us into purchasing from their site and paying extra for expedited shipping in order to receive our invitations in time even though they were fully aware they would be unable to meet the advertised delivery date. We are now having to purchase invitations elsewhere due to Zolas misleading and fraudulent advertising.

  Business Response

  Date: 03/05/2025

  Hi ****,
  
  
  Thanks for reaching out - happy to help!
  
  

  
  I completely understand how frustrating this situation must have been for you, and sincerely apologize for any inconvenience it caused. Weve processed a refund, and you should see it reflected in your account within 3-5 business days. Theres no need to return the orderyoure welcome to keep or dispose of it as you see fit.

   

  If we can do more to assist, please let us know at ************************************************************.

• Initial Complaint

  Date:10/16/2024

  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.

  Refusing to convert the gift cards to cash, despite not being transparent to guests on the platform. Guests were attempting to give us cash.

  Business Response

  Date: 10/23/2024

  Hi *******,
  
  Thanks for reaching out - happy to help!
  
  Thank you for your feedback regarding your recent experience with us. We appreciate you bringing this matter to our attention, and were glad to hear that it has been resolved to your satisfaction.
  
  When we spoke on October 22, 2024, we offered to convert 50% of the Zola gift cards received and the 2 unavailable orders to a cash transfer for a total of $1,034.41, as a one-time exception. This offer was accepted and transferred to the bank account on file ending in ****. Please allow 1-3 business days for the funds to arrive in your bank account.
  
  If you have any further concerns or suggestions, please dont hesitate to reach out at ***********************************

  Customer Answer

  Date: 10/23/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  One of my wedding guests paid Zola for a pan as a gift for me, months ago. Zola is refusing to provide the pan, saying it is "out of stock" and keeps trying to get me to take Zola credit instead of the pan or a refund. The first time they told me it would be in stock and shipped after July 10, but now they are saying there is no expected restock date. The exact pan is available from the manufacturer and every other website I've checked. I've attached my correspondence with Zola where they repeatedly ignore my actual request.

  Business Response

  Date: 07/03/2024

  Hi ****,
  
  
  Thanks for reaching out - happy to help!
  
  
  Our apologies if there was any confusion. You received the cancelation confirmation and refund in credits for the Fry Pan because it is automated when the action takes place. We then manually converted the credits to a cash transfer and sent them to the bank on file.
  
  We issued the conversion and transfer today, July 3, for $140.36 for the backordered 12in Fry pan with Lid, order ********, and $129.56 yesterday, July 2, for order ********, the 3 Quart d3 Tri-Ply Saucepan with Lid. These funds should arrive at your bank within 1-3 business days, depending on your bank.
  
  I've also issued $100 in Zola credits for the inconvenience with these two orders. You can use the credits towards an item we offer or on a gift card like Target or Sephora.
  
  
  If we can do anything more to assist, please reach out via **********************************.
  
  
  All my best,
  ******* 
  
  
  *** *** *** **** ***** *** ***
  ************

• Initial Complaint

  Date:06/14/2024

  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.

  My daughter is getting married this summer and is using Zola, a wedding resource website. My daughter found a caterer on the site and agreed to use them for her big day. He - *************** required a $1267.20 deposit. Once I made the deposit payment on 2/1/2024 he canceled the "tasting" claiming a medical emergency. He claimed that a refund was processing but we never received it and he discontinued communication. I request that Zola get involved as I beleive they should be accountable for the vendors on their site. I contact thier support team and provided the details of the situation. They have failed to address the matter which I find inexcusable. If you review the website Chef D is still listed as a trusted vendor and there is another individual that is also added a review stating their deposit was also kept. I'm hoping that the BBB can assist. Thank you.

  Business Response

  Date: 06/25/2024

  Thank you for taking the time to submit this report, though we truly apologize for the disappointing experience. Zola is a free, public marketplace that connects independent wedding vendors with couples getting married. Based on our Terms of Use which can be found here: ******************************************** and are signed during account registration, ********************** does not endorse any specific vendor or their services and cannot be a party to resolving any dispute of contracts or agreements between vendors and Zola users.
  
  We greatly appreciate the feedback regarding this vendor and have completed an internal review which resulted in removal of the vendor listing. I have followed up on your internal communication to our support team as well providing this resolution. If there are any additional outstanding concerns, please don't hesitate to let us know.