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Business Profile

Wedding Consultant

Zola, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wedding Consultant.

Complaints

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

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Zola, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 11 complaints 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:02/07/2024

      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.
      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:
      Resolved
      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.
      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:
      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.
      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:
      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.
      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:
      Resolved
      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.
      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,

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



       

      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,

    • Initial Complaint

      Date:10/23/2023

      Type:Order 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.
      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,

    • Initial Complaint

      Date:10/16/2023

      Type:Delivery 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.
      This company allows wedding guests to give cash gifts and then refuses to release the funds

      Business Response

      Date: 10/20/2023

      Hi ***,

      Thanks for reaching out regarding your cash funds. I'm so sorry for the delay getting your funds transferred to your bank account - I certainly understand your frustration here.

      There are many laws around money transfers in order to guard against things like money laundering and terrorist financing. These regulations are imposed by the United ************************** and under various pieces of legislation like the ** Patriot Act. As such, we are required to collect various pieces of information about our couples who wish to receive cash gifts such as name, physical address, and date of birth. We collect this information when you add a bank account to your registry. In some cases, you will be required to supply us with additional information such as your social security number or a copy of a government-issued ID for further verification. If that's the case, you'll see this notification in your Bank Account Info page.

      I took a peek at your account and was happy to find that you were able to successfully upload your ID and initiate the transfer of your funds. We ask that you allow up to ************************************************* your account (depending on your bank). Please don't hesitate to reach out to our support team if there's anything else you need.

      Best,

    • Initial Complaint

      Date:09/28/2023

      Type:Service or Repair 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.
      Like many others, we signed up for the Zola service thinking it would be an easy way for our wedding guests to send us cash gifts. MONTHS passed after creating our wedding registry. Several guests gave cash gifts well in advance, which were deposited to our bank account with NO PROBLEM WHATSOEVER. Only after a large sum of money came in the day of our wedding did Zola engage in the shady process of freezing the account and asking for "extra ID verification". It appears that they are doing this to make money off of short-term interest float. This should be investigated by NY AG ************************* and the *** Southern District. There is no reason in the year 2023 to not release funds immediately and deposit funds IMMEDIATELY into duly verified accounts. We demand an immediate release of the funds legally and duly owed to us by our guests, which we need to go on our honeymoon as noted on our website. PS: The website and the infrastructure are awful, the menu cards and programs never came out correct (the colors NEVER matched in the ******* template) and they are an awful outlet that is shady as f***. Avoid them at all costs in the future. You'll be hearing from our attorneys very soon if this isn't resolved IMMEDIATELY. Will file with ******************** as well. ********************* and ***** (****) ********

      Business Response

      Date: 09/28/2023

      Hi *****,

      Thanks for reaching out about your cash funds. I'm so sorry for the delay in getting your funds - I know that's frustrating.

      I took a peek at your account and it looks like you and your partner were successfully able to upload your ID and initiate your transfer. Your funds should be available within the next few business days if they're not already available. I'm also happy to help clarify our processes for cash gifts and why uploading an ID is necessary to receive your funds.

      There are many laws around money transfers in order to guard against things like money laundering and terrorist financing. These regulations are imposed by the United ************************** and under various pieces of legislation like the ** Patriot Act. As such, we are required to collect various pieces of information about our couples who wish to receive cash gifts such as name, physical address, and date of birth. We collect this information when you add a bank account to your registry. In some cases, you will be required to supply us with additional information such as your social security number or a copy of a government-issued ID for further verification. I also want to confirm that Zola does not make money from our cash funds - we offer them to our couples because we know they are what a lot of couples want and we want to provide several gift-giving options for guests.

      I hope this helps clarify our processes for you. Again, I apologize for the delay with getting your funds. If there's anything else we can help you with, please feel free to reach out to our support team.

      Best,

    • Initial Complaint

      Date:09/26/2023

      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.
      We set up our wedding registry on Zola's website, for our guests to provide financial donations. We were married over a month ago, and the registry has over $6000 in it which we are unable to access. Despite repeated attempts, we have been unable to transfer the funds from the registry into our bank account. I've emailed repeatedly with Zola staff and still no success. They keep sending links to "verify my ID" but the links don't work. It isn't possible to speak by phone with a human being. I'm starting to get concerned that we will never receive our money.

      Business Response

      Date: 09/28/2023

      Hi *****,

      Thank you for reaching out about your cash fund. I'm so sorry to hear that you were having a hard time getting those funds transferred into your bank account - that's certainly very frustrating.

      I took a peek at your account and it looks like your ID was required since the amount that you were requesting to transfer was over $1,000 and this is our policy for cash transfers. I see that you were able to work with one of our Cash Transfer specialists and get everything taken care of. Based on what I can see it looks like your ID was uploaded and the transfers were initiated successfully!

      Again, I apologize for the delays in getting your funds initiated and any frustration that cause. If there's anything else you need, please don't hesitate to reach out to our support team.

      Best,

    Zola, Inc. is NOT a BBB Accredited Business.

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