On most modern platforms you can respond to reviews, whether positive or negative. They could even limit it to under 2-3 stars.
I’ve gotten multiple 1 star reviews that have nothing to do with the design, but with shipping, printing errors, etc.
I know others have mentioned this multiple times throughout the years. Why are we not allowed to post a reply by now in 2026? If I could post a reply to any of these, it would help other customers as they’re scrolling through reviews. It would help sales.
Having no replies to 1 star reviews makes it look like Zazzle (or designers, who customers often believe are the sellers) doesn’t care. It tells potential customers that there is no help, no communication (basically poor service). It tells them that if they order, it’s hit or miss whether their product will be okay and that if it’s not okay, no one will help.
Customers don’t mind seeing low reviews, but they do like to see that an issue was addressed or could have been addressed had the customer contacted Zazzle about their misprinted or damaged order. If we could at least post replies to reviews saying something like
“I’m so sorry this happened, Zazzle has a money back guarantee, and if you go to this link, they should be able to either replace or refund your order.”
-it would help so much. Both us and potential customers and ultimately Zazzle’s reputation.
It would be great if the reviews only attached to the overall product (aka invitation or t-shirt) rather than the design/shop as well. And even better if these customers can be caught and helped BEFORE the review even happens.
Yes! That is a great idea. Or if the reviews can be attached to the “makers” when it’s about off center printing and damaged because of poor packaging issues. I’ve worked with one of these “makers” through my own site and Etsy, and for large volume sellers, they absolutely pass along misprint photos etc along to their production team. Those teams have managers and can find who handled a particular order and catch issues.
Thank you! This may sound dramatic, but it’s the equivalent of being held down and unable to speak while someone is hurling false accusations at you when we’re not even able to post a response to a bad review.
And as a customer scrolling through these reviews, I would assume there is really poor customer service, hit or miss production, and no one to help if my items arrived damaged. For expensive orders, I would most likely shop somewhere else seeing zero replies to 1 star reviews. It can make the company seem unreliable, and I wouldn’t want to risk it.
Review replies go a very long way to show potential customers that, while there can be issues, this is a safe place to buy from and that there is someone out there to fix it or make things right if they need it.
The reviews are now tied to the exact product type. We no longer have reviews on our public side of our stores for the customers to see. The customer can only see the reviews by whatever product type, scroll down a ways to the star ratings, and are listed by 5 thru 1, and you can choose whichever stars you want.
Because we are often logged into our stores, and have the review tab in our backend of our stores, it makes us think the customers can view that too. But, they can’t.
I’m in incognito view on my product page right now (not logged in), and the new one star review left for that product is showing as the very first review because it is for that exact product. Customers read these. They see that no one replies or helped. They think that we are individual sellers, and they either purchase from another designer or leave Zazzle and go somewhere else where they feel more confident in purchasing from.
Edit: and review replies do more than just helping designers, if written in the right way, they show potential customers that someone cares and let’s them know that if the same damage or misprint happens to their product, they can reach out to Zazzle: raises buyer confidence/good signal.
Curious if this is one of Zazzle’s newest products out? Usually, there are tons of reviews on the older product types, but. I do understand, because I’ve gotten a few myself, not for my design, but for other issues that customer service probably could’ve handled. Maybe Zazzle will finally see the problem, idk. But one thing is for certain, the way it is now, does not evoke “we put the customer first”. Because if customers actually read them, they’d know it’s not the design, it’s the printing or shipping, and that is a mirror on Zazzle, not us.
No, it’s a wedding invitation. Cardstock. Regular printing (not letterpress or acrylic). When there is a review for the exact design a customer is looking at, that (or those) reviews show first. If there are no reviews for it yet, then they show the product reviews. I’m so bummed about this as I’ve put half of a year into this collection and color
I actually wonder now, looking at her image, if she moved the design over. I wonder if I should go back into all of these and lock the designs in place. But I definitely would appreciate the ability to respond to it and reemphasize to potential future customers to make sure that everything looks correct on screen, because if they move something, what they see on screen is how it will print. Having worked with printing partners, it wouldn’t surprise me if it was misprinted, though, and the packaging. Ughh. I mean even an upcharge for better packaging for wedding invites would be nice. Boxed vs bagged. Less of a chance for bent corners.
It still ties it to the design too. It appears at the top of all reviews for that specific item/design. Thankfully yes, not on our stores specifically though.
Yah, I think the system needs an overhaul. I’ve purchased things after a customer left a bad review both wanting to double check and also take pictures and post my own to show that they do (or are supposed to print correctly). I just did this with a dusty blue invite. Customer left a one star saying it was light purple and all of her invitations were ruined. I thought “oh no! Did I get this color I’ve used in cmyk printing before wrong?’ - I ordered a sample. It was perfect. I left a review with photos and saying it was my own product and I was checking it. It didn’t attach to the product.
I mean if our own reviews would attach, I’d say a solution would be to do just that. Order samples of our own, take pics and post a review telling customers if they have issues to reach out to Zazzle for a replacement or refund. But we shouldn’t have to do this just to be able to respond to low reviews.
Also, many customers probably feel, like with Etsy, that each individual designer is responsible for producing that product & sending it out. So a bad printing or shipping review could very well still be counted against us designers that we screwed up, not Zazzle. Not being able to respond definitively hurts me & my future sales.
Yes, exactly! It’s counted against us and all designers in that way. Customers are smart enough to know that every place shows their “best reviews” first. People know how to sort reviews by newest. I always do that when I’m shopping. Especially when the top review showing is from 2-4 years ago.
I’m worried that it also may hurt our product’s ranking in the marketplace, but idk.
