Customers leave bad reviews when they can’t reach customer support to resolve issues

[misook]

So how about this solution…

Could Zazzle request private feedback from customers about any issues before allowing them to leave a public review? This way, customers are given the opportunity to resolve any lingering issues before they leave mostly unfair public reviews for designers. Most bad reviews are related to poor quality issues, missing items, shipping issues, and other problems that should be resolved by Zazzle Customer Support and are not the fault of the designers. Customers leave a one star review to get attention when they can’t get customer service. I understand it gets busy and some customers may be impatient, but asking for a public review before ensuring their issues have been addressed is just asking for an angry review from unsatisfied customers. If Zazzle is addressing these issues after seeing the bad reviews, it doesn’t do the designers any good since the reviews remain and reduce our store rating.

Zazzle is not like Etsy or Amazon where the store owner has a lot of control over what the customer gets so the review request process should be different.

Zazzle needs to do more to make it clear that the designers are NOT fulfilling the orders. In a one star review caused by not receiving her order, a customer went as far as to say that she believes this issue is more the individual and not Zazzle because she doesn’t know that the individual store owners have nothing to do with fulfilling her orders and that it’s 100% Zazzle’s responsibility. Obviously this review blaming me for not receiving her order is completely misguided and unfair but the review still appears in public attached to me with no option to clear things up with the customer which Zazzle should have done.

It’s been disheartening to see one bad review after another because of Zazzle issues (which I understand may be disheartening for Zazzle because of some makers who seem to have zero quality control which make me upset too). 2024-2025 have been the worst for bad reviews which indicates it’s getting worse. Most issues could have been addressed by Zazzle if the customers were given the opportunity to get them resolved before being given the opportunity to leave bad reviews that hurt designers more than anything when it’s not our fault at all.

[Fiona]

I will pass this along now, thank you!

[orientcourt]

Absolutely right misook ,designers have a lot to navigate, let alone being blamed for issues not caused by them ! Bad reviews mean less sales for the company!   

[Nicole]

I also had the exact same thing happen. I received lots of 1 star reviews on my designer account over the holidays and each one is a shipping issue, item arrived damaged, item never arrived, didn't arrive on time, and popular reason is that they ordered a certain number of cards/envelopes and the order was short 3-5 cards and/or envelopes. Because of all these bad reviews which none were related to my designs my collection star review shown on my cross promotion collections shows 1 star for me next to my picture. I am a good designer and create excellent products with correct template fields, print well, are on trend. Its not fair to me to have a 1 star showing when all the reviews are for zazzle quality issues. I propose that Zazzle allow designers to email in and have the reviews removed that are because of Zazzle quality or shipping issues. That would help our star reviews go back up.