Customer Service NOT helping customers

[heartlocked]

If a customer reaches out to me with a question about an order that has already shipped and I sent them to Customer Service and CS tells them they can't help them and to contact me, what is the point of Customer Service? And how am I supposed to help this customer with something that is absolutely out of my control?

[Emma · Accepted solution]

Hi @heartlocked , 

I'm sorry to hear this has happened. Our Customer Service Team are always able to assist with orders that have already shipped out in accordance with our Return Policy. The only time our CS Team would ever direct a customer to contact a Creator directly is when there is an unmodifiable element of their design with which the Team cannot assist in making changes to (for example, if a customer wants to change the wording in a template but it is embedded in an image file). Rest assured, we would not send a customer your way with an issue that you cannot assist with. Apologies again for the inconvenience, please know this customer was in fact assisted by our Team. 

- Emma

[CreativeLeahG]

I had a couple of customers tell me this too, that CS had told them to contact me about something only CS can resolve. Seems a coincidence this happened in same time frame as OP.

And these were two different customers (same day I believe). I had to block them. It might be worth investigating those customers 'communications' - trail etc.

[Konstansia]

I have been contacted by a customer who received a damaged item and wants me to replace it, because they called customer service and CS said to contact the designer. I have no idea how to help her, she is super upset because her item will be late for the party. Why would they refer her to me?

[James]

Hi @Konstansia, I can confirm that we didn't advise this to the customer. We told them we were working with our production liaison to try and speed up the regular manufacturing time. So this was confusion on their part. Thanks! 

[Konstansia]

Thank you so much for checking, that makes more sense!

[heartlocked]

Thank you so much, Emma. 

[dotellabelle]

I suddenly can't get in touch with Customer Service. My customer has not received their order and I tried calling CS 2 times. The first time it went into voicemail (that has never happened before). The second time it said that the voice mailbox is full. That has never happened before. Zazzle CS used to be amazing. What has chanced? And how do I resolve my issue for my customer. She was going to order matching items from me...I am afraid now I won't receive her repeat business.