Does Zazzle customer support still automatically follow up with customers who submit a 1-2 star review? I know they used to follow up with customers, and I would see these types of reviews disappear. That doesn’t seem to happen anymore and I’m wondering if customers are receiving the support that they need and are sometimes requesting within their review?
@zazzle
I hope so. Even for 3 stars. I just got a stinging 3 star review because Zazzle did not send the full order. It was one invitation short. The customer was kind enough to say the design was fine, but for such an expensive invitation they expected to receive every one the paid for
Yes, I just received similar review feedback. I can’t recall what the threshold was before but I think you’re right. Zazzle should respond to any negative review comments and/or provide clear instructions to follow up with support to assist with order fulfillment issues. Also, creators should not be stuck with negative product design reviews that are fulfillment-related.
I asked this a few months ago and they confirmed at the time that they do. But yes, I also don’t see them drop off anymore. And I really wish there was a way customer service could capture them before the review. Like asking ‘how can we help’ before they get to the angry review stage.
My 4 last reviews are all 1-Star… 3 of them because items were either lost in transit or damaged. The other was because the puzzle pieces weren’t unusual enough shapes… which was definitely a new one haha.
From what Zazzle reps told me, creators are forced to endure poor reviews regardless of whether they are fulfillment-related. The “reasons” are two-fold - complete transparency and helping the customers which succeeds in being the complete opposite. Hiding that creators are NOT responsible for fulfillment is the opposite of transparency. Misleading customers that creators are responsible for fulfillment is the opposite of helping them. It hurts the customer, and it hurts the creator. I suggested that the creator should have a chance to respond. I even said if Zazzle doesn’t want a free-for-all, then provide a certain number of responses to choose from such as “The creator is not responsible for printing, packaging or shipping the product.” But no. The whole review fiasco is bizarre, illogical and irrational.