topic Re: Negative Review Due to Shipping Damage in Ask a Question

Negative Review Due to Shipping Damage

Konstansia — Fri, 09 May 2025 19:19:02 GMT

I was wondering if anyone knows if Zazzle can remove a negative review, since it's not my fault the customer's product was damaged during shipping. I don't like seeing 1 star under the whole collection 😞 and it has an effect on sales, they are way down.

Re: Negative Review Due to Shipping Damage

Anne — Sat, 10 May 2025 08:35:12 GMT

@Konstansia Yep, s****
It's amazing that you even got the review published though. Standard these days seems to be they get ignored by Zazzle, insulting the customer and depriving designers of tools to promote. (that is if the review is positive and says something nice about the design of course)

Re: Negative Review Due to Shipping Damage

Echo — Sun, 11 May 2025 17:42:04 GMT

I have two one-star reviews. One was due to shipping damage, and the other was from printing issue. One of the design looks nothing like my design at all. These items have sold multiple times, but after the negative reviews, I haven't sold any. 😞

Re: Negative Review Due to Shipping Damage

LauraLee — Tue, 13 May 2025 21:04:31 GMT

I emailed customer service about 2 of mine to kindly remove them, and I got a generic response about their "new" Zazzle review system. Unfortunately, one of mine says it all in the first sentence, and I quote "The binder is terrible quality and I will not be purchasing any other products." And yep, you'd think I never sold it before... but yeah, 235 orders, already sold. The quality of the product is NOT my fault...that's a Zazzle issue with their product.
Kind of makes you wonder about that 100% satisfaction guarantee program, doesn't it?

Re: Negative Review Due to Shipping Damage

PremierPrints — Thu, 19 Jun 2025 15:48:32 GMT

Sad to see: Another negative review due to damaged product. Please Zazzle return to the previous packaging, or what may have changed to cause these recent damages to products selling for years. Thank you

Re: Negative Review Due to Shipping Damage

jophb — Mon, 14 Jul 2025 19:40:58 GMT

Really wish they would change the review process. All of my negative reviews are for things outside of my control. If you think about it, even design issues could be out of our control since customers can change designs that are not locked. My newest 3-star stated they loved the design (the only thing related to my shop), the rest was about being short on cards. I assume they were only sent 70 cards instead of 100? But I have no way of knowing that, or changing it, or anything. Issues outside of the design should not attach to the design. 😞

Re: Negative Review Due to Shipping Damage

LauraLee — Tue, 15 Jul 2025 17:28:09 GMT

One can only think of it like this, imo, if Zazzle continues to put their own (meaning shipping/production) negative review on us as designers...they're losing sales. If it's a manufacturer quality (which ultimately is Zazzle's business) and the review is put on us...they're losing sales. I can only smh on this subject and wonder what this accomplishes with Zazzle's branding. Are we not just as an important part of their branding?

Re: Negative Review Due to Shipping Damage

KiniArt — Thu, 04 Dec 2025 20:57:22 GMT

I just found a 1-star review on one of my 2025 designs from an Anonymous buyer who has only ever reviewed the one shirt they bought from me & the sole reason for the poor review was they claim to have not received the item. How the heck does zazzle allow such a review to be published?! It’s not a design quality review, not a product review, but is a zazzle service review. It should not be allowed to show up in my shop. I’m going to have to recreate the design on a different product and delete this product to get rid of the likely politically targeted nasty bogus review. Zazzle is shooting their sales in the foot by allowing ridiculous anonymous reviews.

Re: Negative Review Due to Shipping Damage

jophb — Thu, 04 Dec 2025 21:25:26 GMT

I could be wrong, and maybe one of the admins can confirm... but I think the reviews are no longer showing on our public shops, accounts or collections. Maybe I'm looking in the wrong places, but I am only seeing them on my backend. It would be awesome if this is true... and hopefully permanent.

Re: Negative Review Due to Shipping Damage

ColsCreations — Thu, 04 Dec 2025 22:44:48 GMT

I just looked at a couple of other designers stores and member profiles and reviews by customers don't show anywhere. One's Member profile shows reviews they have written but I think that's always been the case and always has been considered a weird thing, like why would anyone care about that? When the new collection format was rolled out there was a star-rating shown publicly on collections that was some sort of average of actual reviews received but I haven't seen any traces of that in a long time now.

I think the only place a shopper can see a review tied directly to your product is if they scroll down the product page to the review section where reviews for that specific item used to be shown first. I don't know if they still are shown that way? There used to be the option to view reviews just for this design, or All. That option is gone, too.

There's discussion in another thread about removing reviews that are patently false etc ... But if something fails to arrive or arrives damaged or isn't what you ordered ... that's not false. It's not the Designer's fault, but it's not up to the shopper to understand the platform and write their review accordingly. They're reviewing their whole experience buying from X business and that of course is going to include things about shipping and customer service and whatever else is out of the Designer's control. They don't know or care, they're just a dissatisfied customer.

Amazon wants you to review JUST the product, and then there's a separate means for providing feedback/reviews on the seller, packaging and delivery. I've had some reviews rejected because I mentioned something about the condition the package arrived in. That's not allowed. They want that type thing reported elsewhere. I don't now how Zazzle could implement something like this but even if they did, how would it matter to the Designer? If someone likes your design enough to order it, your design was not the problem. The problem is always going to be something out of your control like poor print quality or shipping issues and it's completely understandable that these are things mentioned in reviews.

I don't know what the answer is here but I do think it's unreasonable to expect reviews to not include issues that are beyond the Designer's control as buyers don't know or care about that, they're just reporting their overall experience buying from Z.

Re: Negative Review Due to Shipping Damage

jophb — Thu, 04 Dec 2025 22:52:43 GMT

Ahh yes, I do see the 'this item' review at the top of the specific item. So yes, those are still a bummer when it's not the design's fault. I have one sitting with 'pictures all wrong and name not included', which could either be the customer doing it wrong, or the printer, but not the design. And I agree on Amazon's. They will definitely deny reviews that discuss the shipping aspect and make you re-submit. I wonder if Zazzle could more so implement a 'process' for reviews like offering to make it right before the customer gets to the review stage (I mean I'm sure they do, but maybe more in their face, 'can we help'). Because if you've gotten a replacement or refund, you aren't as likely to go to the trouble of doing a bad review. I also don't know what the solution is, but I am glad to see that the ones on the collections seem to be gone now.

Re: Negative Review Due to Shipping Damage

Konstansia — Fri, 05 Dec 2025 00:03:34 GMT

You are right, I just saw that the review is not showing on the main collection page, which is great! I hope they keep it that way! :)))