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Original poster

something small has really upset me

104 replies

pixiedustpie · 11/12/2020 20:16

I run a business selling on Etsy.

My products are expensive (but there are much much more expensive ones out there ) because they create a social impact (without giving away too much) so my costs are high and this is reflected in the price. They could buy a cheaper version in primary for a fraction of the price. Mine are really beautiful and I am so proud of them and I have 73 5-star reviews, so I must be doing something right.

I had a customer buy and they received it and sent me a message saying its too expensive and over priced, but admitted that it was exactly how it was described. They made me feel like a scammer asking how I feel this is good value, and whether there was more to it.

I explained why my prices are so high and about our impact and that it is exactly what was advertised. They have said its still too expensive even with this in mind.

I want to say ' why did you fucking order it if its too expensive, you received exactly what you ordered'

but instead I have to profusely apologize.

I offered to refund with a return that I will cover the costs for, but they are still not happy that they have to put the effort into returning.

I just can't stop crying, I have put my soul into this business and now I feel like a fraud for my pricing. I don't want to just give it for free because I feel people can take advantage of that system but I am terrified that he will give a 1 star review.

I don't know what else to offer.

OP posts:
mbosnz · 11/12/2020 20:20

I don't think you should offer anything. Stand by your product and your 73 five star reviews. They have acknowledged that they received exactly what they paid for. You offered the product at the price that reflects its quality. They agreed to pay it. They have no complaint with the product, they're not saying that they didn't get what they paid for, they are regretting having paid it, but that is not your problem. Buyers remorse does not mean that your product was not up to scratch. If he gives a 1 star review, are you able to politely but assertively put your side of things?

FlorrieMango · 11/12/2020 20:21

Oh no OP. That is horrible.

I absolutely love Etsy and couldn’t imagine ever getting to the point of having purchased something THEN have the audacity to question the price.

I’m sure what you do is beautiful (if you would be happy to PM me your shop name I would love to look!) and you should just ignore the negativity. Some people do it intentionally to try and get a reaction or something financial out of it.

Don’t cry - they’re definitely not worth it x

wellthatsunusual · 11/12/2020 20:23

They sound like a scammer. They don't want a refund, they want you to give it for free. It's probably what they planned all along. Let them give you a negative review of they want but can you post a response explaining that they knew in advance what they were getting and that they declined the offer of a refund?

Herdwick · 11/12/2020 20:26

Stop engaging with them.

You need to get a thicker skin. It will come with time, some people are just chancers, don't let it upset you.

Smallsteps88 · 11/12/2020 20:26

Never apologise or justify your prices! The customer can see the price before they buy, nobody tricks them into buying. It’s their decision. Do not explain yourself.

Sparklfairy · 11/12/2020 20:27

Welcome to retail, and running your own business Grin It was only a matter of time before you came across your first "cuntomer" (came across that term here!).

Don't take it to heart. You've gone over and above offering to refund and bear the cost of return and she's still not good enough. You should take that as a positive - she's a complainer and a chancer and nothing would have made her happy. Flowers for you!

LeroyJenkinssss · 11/12/2020 20:28

You are never going to please everybody. I love Etsy because you can find unusual things (and some rubbish). But I decide what I buy, no one forces me to. I recently bought a fairly niche thing and it was relatively expensive for what it is (board game accessory). But I love it! I knew the cost of it, it was just as described and it’s totally worth it to me!

I’d also love a pm about your shop - would rather send my money to smaller sellers if it’s something I’m into

tectonicplates · 11/12/2020 20:28

I had a customer buy and they received it and sent me a message saying its too expensive and over priced, but admitted that it was exactly how it was described.

I don't think I'll ever understand these people. They know how much they paid, they chose to pay that price, they acknowledge it's of better quality. Why it is then "too expensive"? It makes no sense.

Woohoowoowoo · 11/12/2020 20:28

Let them give you a bad review. You have offered them a return. It is up to them if they return it.

Do not give him a refund.

You are a business not a charity.

mochachocochino · 11/12/2020 20:30

To be honest when I look at reviews I would take the overall picture in. So assuming they do leave a negative review I think most people would see through it.

Stick by your guns you've met them halfway and have no need to apologise or engage any further. They knew what they were signing up for with the purchase. Good luck!

Xiaoxiong · 11/12/2020 20:32

Something is only worth exactly what someone is willing to pay for it. This customer was willing to pay that price, it was as described, therefore the item was worth that price. End of.

You stand up for your business, your reviews and your products. Offering a refund on return is the maximum you should be doing. You don't owe this cheeky fucker anything. He is just trying to get you to give it to you for free and is willing to emotionally manipulate you into doing it.

Paranoidmarvin · 11/12/2020 20:32

Scammer. Don’t give it another thought. What makes people be like this baffles me. But don’t worry about it x

Lordamighty · 11/12/2020 20:32

The scammer here is your buyer. They want you to give it to them for free. Offer a full refund on receipt of the return of the item. If they leave a negative review you can honestly say that a full refund was offered.

Thenose · 11/12/2020 20:33

It sounds like a scam to get the item for free.

Original poster
pixiedustpie · 11/12/2020 20:34

thank you everyone you have all been so kind

OP posts:
Splann · 11/12/2020 20:35

I’ve been selling online for over 15 years. It took about 10 years for me to develop a thick enough skin to not have buyers like these keep me awake at night. Sadly selling online is littered with cheeky fuckers, arseholes, incredibly entitled people and people who just don’t/can’t read or process basic information. Sending you lots of sympathy as I know how this feels. I used to give myself a certain amount of time to vent,rant and fester over things. You need to become quite regimented about the way you deal with these issues. Have a check list to follow which stops you from being so emotional about it. Once it becomes just the procedure for dealing with complaints it becomes easier. It’s honestly the only way to survive and keep going with selling online.

Anotherlovelybitofsquirrel · 11/12/2020 20:36

Don't offer them anything! Your prices are set by you for a reason and they chose to buy! Can you imagine buying say , a washing machine from currys and then phoning them to say it too expensive?! That is no different. Don't engage. They are very clearly a scammer! Send me their bloody details. I'll sort them out Grin

Zofloratheexplora · 11/12/2020 20:36

You didn't need to profusely apologise. All you needed to say was 'im sorry you feel this way' then factually explain why your prices are (to an extent, it isn't their business at all).

Leave the ball in their court. You've offered a refund and to cover postage, that is more than enough. One bad review is not going to destroy your business

AwaAnBileYerHeid · 11/12/2020 20:38

I'm not sure why you apologised, you certainly didn't need to. I would simply and politely state that these are your prices and if they don't want to keep the item, you are more than happy to return it for a refund, minus delivery fees. In fact, you don't even need to do that!

The price was as advertised, the item was as advertised, I don't see the problem. Tbh I have seen items that you think god, what a rip off, but I simply don't buy them!

Blueuggboots · 11/12/2020 20:38

So they want you to refund them and they get to keep the item???!!

Not on your Nellie!!!

littleharissa · 11/12/2020 20:39

Honestly, welcome to the world of business

It's shit but you do need a thick skin

Do not take it personally

Floralnomad · 11/12/2020 20:43

Don’t apologise and don’t whatever you do offer any money back , they return it or they keep it and pay the full price . One crappy review won’t hurt amongst all the good ones , do you get to comment on reviews left on Etsy , if so just do that .

whatnow41 · 11/12/2020 20:43

I'm a Customer Service Manager for a medium sized business and write replies to reviews on Trust Pilot. We get about 50 reviews per month. If you get a negative review I'd be happy to help you word a response that helps you protect your brand without coming across like an arse. PM me.

Roussette · 11/12/2020 20:47

Seriously, get a thicker skin, and don't worry.

I ordered some earrings from a small business on Etsy, no they're not probably worth the money, BUT I'm buggered if I'll put any more money in Bezos's pocket.

I just want to support small enterprises so I'm doing my best to boycott Amazon and all it stands for.

Doublebubblebubble · 11/12/2020 20:47

Dont take it personally. Theyre just a chancer. Trying to see if youll give them a discount or a slight refund.

You absolutely CAN defend your products!

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