Zenfolio Avis 324

Timely, knowledgeable response, with courtesy and what seemed a genuine desire to help.

I don't sell pictures but in my opinion Zenfolio is a good place to publish your pictures, it's not easy at the beginning but once you get the way it works it will help you with a pro look.

Zenfolio’s customer service has been great. Every time I’ve reached out, they’ve responded quickly with clear and helpful answers. It’s made using the platform a lot easier and more reliable. As a photographer, I believe this is the best platform. I love their New Zen!

Alex was great to work with. I appreciate all his help and patience.

Honest open feedback and insight that helped me to consider additional factors so I can make an informed decision about my continued commitment to Zenfolio going forward

Why tell customer that they can access Live Chat from 6.00am to 5.00pm (PST) and then not actual provide that service.
As a UK customer having to wait until half way though the working day to be able to access the chat is frustrating and then for the Live Chat to work at all is unprofessional

There are some limitations with the formatting of the pages. Works well for portrait work, weddings etc. Not as flexible for fine art.
Still is very user friendly and they have exceptional help when you need it!

Terrible company! They stopped responding to emails when download links we not being sent out for our clients photos and then after we finally had enough and canceled our subscription they flooded us with emails saying "Final notice: Need updated Zenfolio, Inc. billing information" we responded asking them to stop and that we canceled our account but they just keep spamming. Finally had to block them. **UPDATE** the replied here yet I just got ANOTHER email today from them about trying to renew - Holy cow guys you really are terrible at your business.

Everything is great with the exception of when you can’t find what you are looking for contacting customer service is very helpful in fixing the problem but only sends you a link to their knowledge base and not really telling you how they fixed it which a knowledge base doesn’t always answer the question specifically other than that it is a great website I just wish it was easier to navigate

The team went above and beyond going through parts of my website at my pace to understand the elements within.

Thank you

As I may have written before, you do GREAT - absolutely GREAT - in solving problems. You are wonderfully nice and you all incredibly kindly and pleasant and great correcting the problems. Just would be nice to not have to do all that if the system can be corrected so it does not create ..... problems! And burn up your time and energy and all that goodness and kindness in ...... problem solving!

Don't ever lose that kindness .... it is a beautiful part of your spirits.

I started using Zenfolio in 2017 when I needed a platform to sell my photo prints to local customers and their family/friends. Pricing was reasonable and the platform was incredibly easy to use.
In 2023, Zenfolio started archiving photos, and now my customers and their (26,000+) photos must be "requested" in order for them to purchase. They can't even find their images on their own, I have to manually search through all images.
After pulling this, I would never recommend Zenfolio to anyone ever again. On top of this massive setback in efficiency, the site is now clunky and takes forever to load. I have moved my business to another platform, and luckily I use a redundancy for photo storage so at least I can search through archives.

I started having a problem uploading my photos to my site that's hosted by Zenfolio. The error indicated a disconnection from the server. I downloaded and installed the Zenfolio upload app and tried uploading that way to no avail. I contacted Tech support who kept insisting the error occurred on my side. I tried uploading using 2 different computers and a Tablet, using various Internet providers, but the problem still persisted. I asked a friend of mine to try it on his computer. He encountered the same problem. The tech support kept insisting the problem was on my end. I tried uploading via the browser while having the inspector running, which indicated a server 500 error, yet the tech support kept insisting the problem was on my end.

I complained on Facebook about the service I was getting, where it seemed that no one was actually interested in solving the problem. It was after my FB complaint that I got a message from Stephanie. That's when things started rolling. Stephanie was able to get the ball rolling and forwarded the problems to the development team, which then forwarded it to the server team. Stephanie was great! She was on top of things and when she hit a road block where she wasn't able to get status updates, she got Jon S involved in the process. That's when things shifted into overdrive. Jon S ran with it like a freight train, breaking through whatever obstacles he encountered, he managed to get the status updates and he kept me in the loop, sending an e-mail every 24 hours until the problem got resolved.

This is the type of professionalism, attention to customer service and communication that I expect and admire. He didn't try to placate me with corporate double speak or simply state "we're working on it". Rather, he provided updates that gave me an idea where things stood.

I realize that people can be unreasonable in their expectations. I try not to be. I understand that problem resolution takes time, finding a problem takes time. A status update can be as simple as: "We haven't been able to find the cause of the problem yet" or "We have found the cause and we're working on a solution or a workaround". These are legitimate updates and I can accept them.

I can't say enough about how impressed I am with Stephanie and Jon S. They are true professionals with a real understanding of what customer service means. Jon's title is "Customer Experience Expert". I can't think of a better fitting one.

Alexander Olshansky

Really liked this company at first, but since their archiving fiasco, their customer service has completely gone down the tubes. They now do something they call "asynchronous" support. What that actually means is "when we get around to it." Well, if I'm building a gallery for a client, and it's not working as expected, I don't need to wait for three hours for an email that misunderstood the question. They offer an option to get a phone call by appointment, but no appointments available for several days. It's just NOT timely service. AND, it turns out, that the source of the problem is they changed how the system works, but they didn't change how the website describes it. So they create an expectation that WILL NOT be met. All of this has me convinced that Zenfolio will not last much longer, so time to jump ship. I suspect they're not making enough money to keep the service up to a basic standard. I'm paying their top-tier price, but it certainly is not top-tier service. Cancelled the auto-renewal today. I'll find something else.
Update following the response from Zenfolio, with further clarification on the CLAIM that their Archive system did not impact my account... It might be true that it did not have a DIRECT impact, but the reaction to it was so massive that they had to change the way they handled support requests, including the shift to "asynchronous" service. That certainly has impacted my account. I learned that from a Zenfolio rep who was trying to explain why they are no longer providing live chat support.

Lifesaver, quick and easy...

Help given when needed.

The company contacted me and set up a 40 minute 1-2-1 to assist me in setting up my transition to the new website platform.