Subject: Request for Review System Update: Creators Penalized for Shipping Delays

[Susang6]

I’m reaching out with a review update request that customers leave on our storefronts. I recently received a low-star rating that had nothing to do with my design or product quality it was entirely based on a shipping delay.

The customer even noted they hadn’t opened the envelope, yet the review still appears under my product and affects my overall store rating.  All new customers see that review and must think that my store is a “slow shipper” There is no way for me to remove the shipping BAD review, so I guess I am stuck with it?

As shopkeepers, we have no control over Zazzle’s production or shipping timelines. Yet when delays occur, the negative feedback is publicly tied to our work, misrepresenting our creative products and damaging our reputation. This not only affects our visibility and sales, but also undermines trust in our brand.  (word of mouth must be terrible). She could be telling her family, friends and social media followers not to shop at my store due to slow ship)

I urge Zazzle to consider updating the review system to:

Separate product design feedback from shipping/service feedback

Clarify to customers that designers are not responsible for fulfillment.

Allow shopkeepers to flag or respond to reviews that are out of their control like shipping.

We need a fairer system that protects the integrity of our creative work while still allowing customers to share their experiences transparently. 

 I hope Zazzle will take this into serious consideration.  it’s not fair that I now have the low star review on my store for something that is out of my control.

[jophb]

I agree. But I would also point out that even the 'design feedback' should not be assigned to us either if the customer did anything outside of just using the templates to change information. And even then maybe not because they can still screw that up and blame us.  Realistically, we have no control of what customers do to the designs either.  I have a low star review recently because a customer transferred a photo business card design to a notepad, and then was upset that there wasn't space to write on the notepad - "wish the notepad was plain so I could write notes". They were the ones who made it! 🙄

Since the customer chooses our design because they already like it, there is almost never a reason why a review should be assigned to our specific design publicly.  I could understand some type of hidden review for things like template issues or when we need to change the ORIGINAL design on an item because it is causing production problems, but even then we can't see what the customer did.