Customers giving low ratings instead of contacting support

[LJ]

Customers are flooding the reviews section with negative reviews that should have been an email or call. "I've never received" "It's not working" "It arrived damaged" "Colors are off" "I've received less than I paid for" type of reviews should not be left there forever, but handled by support. Dear Zazzle, please check low star ratings, because most of those issues can be solved by customer service. If customers are so... (I can't find an appropriate word, I don't want to call them lame), you have to take action. Those reviews are unnecessarily causing a bad reputation for Z - not just the designers - in the long term.

[SORS]

I completely agree with the concern being raised here. It’s become increasingly common to see product reviews that reflect shipping delays, damage in transit, or order fulfillment issues…things that Zazzle’s customer service team is equipped to fix.

Since Zazzle stands behind a 100 percent satisfaction guarantee, it would make sense for these kinds of concerns to be directed to support rather than left as public reviews. When unresolved issues like that show up as permanent low ratings, it creates a misleading impression about both the product and the platform.

I hope Zazzle will consider taking a closer look at these kinds of reviews and intervening where appropriate. Helping customers go through the proper support channels would protect the credibility of the marketplace and the designers who work hard to create quality work.

[Windy]

Actually Zazzle does already do this. I have left bad reviews twice, and both times on my own products, because they did not print correctly and it was not designer fault. Zazzle contacted me both times offering to make it right. I can't really be bothered with following up on stuff like this to "make it right" so I do not know what happened after that.

[SORS]

Thanks for sharing your experience. I just wanted to mention that if a product arrives damaged, misprinted, or not as expected, it’s always better to contact Zazzle’s Customer Support first instead of leaving a review, especially if the issue isn’t the designer’s fault.

You can reach out by emailing support@zazzle.com, using the Help Center on their website, or calling Zazzle directly at 1.408.983.2800.

Zazzle does stand by their 100% satisfaction guarantee, and going this route usually results in a quick resolution. It also helps avoid hurting a designer’s store (even your own) with a low rating that could have been fixed behind the scenes.

A quick message to support can go a long way for both you and the person who created the design. 😊

[Windy]

You are right. Had it been another designer, I would definitely have contacted support rather than leaving a bad review. But I had been reading a great deal in the forums about quality control problems at Zazzle at that particular time. I  did actually think that by leaving a bad review on my own product, I might get Zazzle's  attention in a way others had not been able to. It might be a lost cause though, considering the  fact that others are still seeing these problems. 

[CrazyMermaid]

I never bother with any customer support now. It all seems to be AI bot driven and I can't stand that. So I just leave bad reviews and move on. If the company wants to get back to me, they can. Although AI bots often respond to a complaint as well. 

[LJ]

Thanks for the info! I’m looking forward to have those issues solved and ratings deleted. There are more and more complaints lately, and they make a really bad impression. No wonder sales are down.

[Cat]

I can't help but think that this issue is exacerbated by the fact that customers don't understand the whole POD model. So many seem to assume that Zazzle is a storefront app like Etsy and that each of us is handling fulfillment on our own. When there's a problem, they don't know who to contact for help.

[jophb]

It's definitely a bummer that they appear on our accounts. My most recent negative reviews were items not printed correctly and another with apparently not enough sent. 😞 

[Anne]

@LJ  Yes. Another option would be to not attach the design in the review at all, but just allow reviews for the product and the handling. It would also remove the positive comments about the design, but I would assume (correctly or not) that customers who take reviews into consideration would first and foremost check the quality and professionalism of the product itself.
Then I still have several really nice comments by customers that Zazzle chose not to post under the product, even after reporting.

[whimsywhim]

For years, I have said that Zazzle needs to change its review policy.  We don't do shipping, printing or mailing so why should we endure poor reviews about them?  Further, if a customer blows up the product to the point of no return, how is that our fault?  It's crazy.  Either Zazzle should give us the means to respond to these reviews or they need to be way more responsive on deleting unfair reviews.