Complaints

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

close

Find a Location

Zola, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/03/2024

  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.

  Order for a wedding gift placed Dec 2023 for THE FOREST 3 PIECE ALL PURPOSE MIXING BOWL SET (ORDER #********). It was for an April 2024 wedding. When I didn't hear from recipient, I called ZOLA and was told that the item above had been charged to my account but it was on backorder. I called back 2 weeks later and spoke with a gentleman whose English I couldnt understand. He didn't not understand why I was calling. So I ordered and paid for a gift in Decenber 2023 for $107.99 + tax and nothing was sent or received from ZOLA

  Business Response

  Date: 05/07/2024

  ******* here, I'm the customer service supervisor with **********************. I wanted to touch base with you regarding your BBB Complaint #********.  I want to sincerely apologize that In The Forest 3- Piece All Purpose Mixing Bowl Set is on backorder until June 13.

  I am truly sorry for this experience and can offer a few options for next steps:

  1. Keep the order as-is + ship to the current address once available.
  2. Update the address to ship the gift directly to the couple. In this case, we'll provide a Zola Gift Voucher to make sure you have something physical to put inside a card and hand the couple for their celebration.
  3. Cancel the order and refund in full
  
  Let me know how you'd like to proceed and I'll take care of the resolution right away.

  
  I hope this helps clear things up and I'm truly sorry for any inconvenience. Please let me know how youd like to proceed or if you have any other questions by reaching out to **********************************

  
  All my best,

• Initial Complaint

  Date:04/23/2024

  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 an account with ********************** as a wedding vendor. As a Zola vendor, couples getting married can find me and inquire to work with me, and they can also leave reviews under my profile. On July 4, 2023 a client that hire me only for baby photos left an unfair negative review on my Zola account. *********************** review rules state that the client must have hired the vendor for a wedding-related service in order for the review to be valid. Because this client did not hire me or ever discuss wedding related photography with me, and her review was purely regarding baby photos, I asked Zola to take the review off of my profile because it has negatively affected my business. I separately addressed the issue with the client and never got a response. After my first time reaching out to Zola on December 19, 2023 I received a response back saying they would respond in 2 business days, but I did not get a response back until 12/27. This response stated We have reached out to the reviewer to ask for supporting documentation for the disputed review (contracts, screenshots, emails, etc). If they do not respond, we will remove the listing by January 5th 2024 and the reviewer will not be notified. I responded by asking that my account just be removed because I was nervous about retaliation from the client. Reviews make or break the wellbeing of my business and it was very important to me this review was removed or my account shut down which isnt possible for vendors to do without contacting Zola. No one ever responded to my requests after that, I was never notified if the client responded, and my account was not removed as stated on January 5th. I have followed up many many times, to all the possible Zola support emails as well as left messages by phone, and I am now very sure that they are ignoring me and refusing to remove my account. This issue has caused damages to my business that I cant recoup and Im not sure who else to ask for help. I would like help deleting my account. Thank you!

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  Zola has emailed me in reference to complaint ID ********, and they have deleted my profile as requested. Thank you for your help!
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  We ordered our Save the Dates from Zola and they arrived damaged 4 days ago. More than half of the 90 cards that were ordered are bent (some missing ink) in one of the corners. It looks as if someone dropped the entire stack of cards on that corner. The box they were delivered in was in perfect condition, which leads us to believe Zola knowingly sent damaged products. They have no working phone number you can call it says they are not taking calls at this time. I have emailed two support and advisor emails and have received no response. I have followed up 3 times now. Nothing to even indicate they are in receipt of my email. We are just wanting new Save the Dates to be sent because we refuse to send out damaged cards to our guests. We are not asking for our money back. We just want new cards. This is a time-sensitive matter and we do not have time to play games.

  Customer Answer

  Date: 04/22/2024

  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:04/22/2024

  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.

  I have sent request to remove my wedding details off of normal ****** search options and to delete my account, but the emails come back as undeliverable. I have also attempted to delete my account/profile directly from my Zola account and that option is not presented. I would like to have my account deleted and removed from public searches.

  Business Response

  Date: 04/23/2024

  Hi ******, 

  Thank you for reaching out. We'd be more than happy to assist in your request to deactivate/delete your account. Please email us at ********************************** with your request and we'll get on that right away.

  If you would, instead, like to submit a deletion, access or similar request regarding your personal information under applicable data privacy laws, such as the California Privacy Rights Act (CPRA), please complete our privacy request form here************************************* For information about what information we will need to validate your request and what constitutes a valid request, please refer to our privacy policy at ************************************************

  Have a great day, 

  ***

  
  

• Initial Complaint

  Date:02/07/2024

  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 signed up with Zola Wedding Registry when getting married. Zola markets gift cards which guests can purchase through the registry. One of my guest purchased a wine.com gift card via Zola registry in the amount of $100. I then needed to redeem the gift on Zolas website and then they email you a code to use on the wine.com website. However, when I attempted to use the code from Zola, I received an error message that it has been used already. I have been emailing with the Zola representatives since December 18, 2023 to resolve this issue. Today, February 6, ****, I finally received a response from Zola with a new code to use. When I applied the code on wine.com, I received another error message stating the code has already been used. I cannot understand why this is so incredibly difficult to resolve. It seems like fraud.

  Business Response

  Date: 02/09/2024

  Hi there, 

  I appreciate you flagging this concern. 
  Happy to report that we have reached an amicable resolution to provide a refund of the cash value equivalent that has been sent to ********'s bank account on file. I'm very sorry for the delay and hassle in reaching a resolution. 

  All my best, 

  ***

• Initial Complaint

  Date:01/16/2024

  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.

  I purchased save the dates on January 8th ****. I purchased them after I had gotten the proof two weeks before the proof looks great, so my fianc and I decided to move forward with the purchase. Upon receiving the save the dates in the mail, I noticed that there was white splatters all over the save the dates, blocking words and making them look messy and cheap, which was not on the proof that we got the weeks prior I reached out to Zola via email, waited over an hour and a half to speak to somebody through their customer service, but the phone was never answered, message them on ********* and still have not received any information back. All I am trying to do is get a refund so I can get save the dates that dont look like this or have them print me an entirely new batch. I feel like they are just ghosting customers and leaving them stuck with these products.

  Customer Answer

  Date: 01/16/2024

  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:11/28/2023

  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.

  The transaction ***************** took place on April 30,2023. I never received my items. I have not had success in reaching this business.

  Business Response

  Date: 11/28/2023

  Hi ***,

  So sorry for the confusion around your order ********* 

  I took and a peek and am happy to confirm that both items from the order were delivered successfully to the couple on June 22 and June 23, respectively. When you placed order ********, it looks like you selected to have the items shipped directly to the couple instead of to your address. This means that the couple is able to choose when these items ship and they are the ones who receive the shipping details. If the order were to be shipped to you directly, then you would have received the shipping confirmation. I understand this is not clear and I apologize for the confusion here and any frustration it's caused.

  I also checked our records and found that there were no attempts to contact our support team via phone or email. We're available 24/7 over email and every day from 10am - 6pm ET over the phone. Please don't hesitate to reach out to our team if there's anything else we can help you with.

  Best,

• Initial Complaint

  Date:11/20/2023

  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.

  In brief, Zola is clearly intentionally refusing to issue funds gifted to platform users who establish wedding registry "cash funds." As with many others on the BBB, my wife and I attempted to transfer the funds we received in the cash fund in our Zola registry to a bank account in my name. This did not work due to an "unspecified issue" despite the fact that I use a major US bank. We then attempted to transfer the funds to a bank account in my wife's name, but Zola's system would not allow us to enter my wife's information. We spent an hour on the vote with "******" a customer service representative. ****** could not help, refused to transfer us to a supervisor, put us on hold twice to speak with IT, but then returned and claimed IT was not available to speak with **, before eventually hanging up the phone. Zola should be investigated by the ************** **************************

  Business Response

  Date: 11/30/2023

  Hi *****,

  I'm so sorry to hear about the issues you and your wife have experienced getting your funds. I certainly understand your frustration here.

  I took a peek and see that you've been chatting with one of our Cash Transfer Specialists and they were able to get your ID verified and have confirmed that your transfer has been initiated - that's great news! We ask that you allow 2-4 business days for the funds to reflect in your bank account. Again, I apologize for the trouble that you experienced and any frustration it caused.

  Please don't hesitate to reach out to our support team if there's anything else we can help you with.

  Best,

• 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,