I feel all reviews should go into the general product reviews instead of being attached to our artwork and collections, there is no reason to give creators a bad review when everything was right about their artwork and technically we are not selling these products, we are getting a commission for artwork, so how can you get a review for something we did not sell? If someone leaves a review for a mug, then the review should show up just at the bottom under mugs
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My concern is not that these reviews exist. My concern is that they are attached directly to individual creators and their artwork, even when the review has nothing to do with the design itself.
As creators, we do not control manufacturing, printing, paper stock, packaging, shipping, or delivery timelines. When a customer receives the wrong item, experiences a printing defect, or receives an order late, those are legitimate concerns, but they are concerns about production and fulfillment, not about the artwork.
It seems there should be a way to separate reviews of the creator’s design from reviews of Zazzle’s production and quality control. Alternatively, creators should be given the opportunity to publicly respond so customers can understand which issues were within the creator’s control and which were not.
I have no objection to honest reviews. I simply believe reviews should accurately reflect responsibility. If a design is poorly executed, the creator should own that criticism. If the issue is quality control, printing, or shipping, those concerns should be directed to the part of the process responsible for them.
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My store got a 1 star due to shipping, something none of us have control over. The one star is there in my reviews for all my customers to see, and to assume I am a slow shipper. I agree definitely something needs to change
I have long advocated for us to respond publicly to poor reviews that have nothing to do with storekeepers. There is a long-standing company where you can sell your items. They have a horrible reputation regarding how they treat sellers. Saying that, even they allow sellers to respond to reviews. But not here. I even suggested that there can be a short list of pre-approved comments that we can choose from, but no, not even that.
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And if you google your store name, your overall ‘star rating’ shows directly under.
???
Ahh I think my brain was confounding the search results. Because it does show ratings, but it’s under the product links that show up for your name. But not on the plain store link. Sorry for the confusion.
I agree. This is ridiculous. Here is a review for one of my products. Many believe we designers are individual sellers on this platform like Etsy. And there is no way to reply to this to help others understand. So it makes it look like I’m a horrible “seller” - can’t Zazzle at least let us reply to the reviews for our products?
I ordered 150 and received 50 after paying for shipping and handling. Seller didn’t seem yo care and was in no hurry to do anything about their mistake except a refund. This did no good for the shower. Will avoid this seller
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This is the review I got. Same deal – not my fault, no way I could fix it and no way to even tell my customer to contact customer service about it.
My thought is that Zazzle needs to change it’s review form to reflect issue with printing/shipping or issue with design. And then they can monitor all their shipping complaints instead of us being gigged for that. Or even if they included a button first of all to say: before you write this review, would you like to contact customer service about your order.
Nearly all of my interaction with customers is about timing of shipping or late shipping. And yes, they all seem to think I’m making this stuff in my basement.
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I agree. The review process definitely needs to be changed somehow. I hate that my reputation is being affected because of this. Normally if this would happen on my website or Etsy, I would be able to make it right. Here, I realize it’s not possible, but at the absolute very least, we should be able to post a response that lets them know they can contact Zazzle for help and/or a refund. This would not only help that customer, but also any others scrolling through the reviews. Customer service is so huge, and it’s like it’s being totally disregarded in multiple ways. I do hope that they change something about this soon. Zazzle’s reputation on some forums like Reddit is not great. We’re taking a chance designing for them in hopes that they have great customer service and help for end customers. The reviews don’t reflect this level of support. We could help a bit with that if we were allowed to post a response to negative reviews so customers aren’t detecting “silent treatment” as the response to any issues they might have.
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It’s so infuriating to get a low review when someone gets a broken mug delivered and comments about bad packaging which I have nothing to do with. Or when they ask about their replacement in their review. I have no way to communicate and let them know I’m not the one who can fix this issue.
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This fairly new review process is illogical, irrational and egregiously unfair to sellers. I have contacted Zazzle reps about this for over a year now. Their response is they want full transparency which is inexplicable considering the fact that the entire process is the exact opposite of transparency. Because Zazzle now refuses to delete blatantly unfair reviews, customers believe we are responsible for printing, packaging, shipping, etc when we are not. How, exactly, is that transparency? Another reason I was told is that this helps customers. Again, how? Keeping customers in the dark, falsely blaming the sellers - that is “helping” the customers? Perhaps in opposite land? I have suggested that Zazzle gives us the option to respond. If Zazzle doesn’t want a free for all, then what about offering us different responses to choose from such as - sellers are not responsible for printing, packaging or shipping. But, no. We have zero options to give actual transparency and to actually help customers.
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1000% agree! You can still have transparency and allow responses to reviews. Look at almost all modern websites/platforms. It’s truly a shame that it’s been years and still no changes to this. I just went through and added an info image showing that designers design, Zazzle is the seller, makers produce. And I still get questions from customers giving me their order numbers and asking if I can quick make a change to one of their names or make sure that something they moved is centered. So of course, most customers reading all of those bad reviews with no responses think that we, designers, are careless, do not help, do not respond, etc. Of course this is most likely hurting sales. Edit: and Zazzle’s reputation (because customers think they asked for help when they didn’t because they went to the designer instead of Zazzle)
If they put an auto response under each review that says “the artwork designer is not involved in production, customer service or shipping/packaging” it would be more transparent
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There is no transparency now. The customer is kept in the dark, and sellers’ sales are hurt because of it. The entire situation is untenable.
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Exactly. And it’s been years. : (
1 Like