something small has really upset me

[pixiedustpie]

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.

That's horrible! I am so sorry this happened to you. You have done nothing wrong, you should be proud of your product. They are the scammers, not you.

Etsy is wonderful I love things from there.

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

Me too. All my (adult) DCs are boycotting Amazon and ordering from small businesses

I’m desperate to know what it is!

What social impact?

I agree that they sound like a scammer. I once left a disappointed review for a product on Amazon - very slow delivery - and was offered a refund and to keep the product in return for taking down my review. So I guess this sort of barter and 'blackmail' is common. In your situation I would look at how other Etsy sellers reply to a bad review so you can be ready - I'd go with disappointment but robust defence of your product. Definitely don't apologise for it at all!

You need to toughen up! Don’t apologise!

With 73 five star reviews I doubt her bad review will make any difference. I know innit be swayed by one poor review.

Ignore her, please don’t give her a refund, she knew the price when she placed her order.

pixiedustpie - this is just one customer out of many. You offered to refund, what more could you do? Don't fret about it.

He's a scammer, he's trying it on! Ignore him, answer politely if he gives you a public bad review.

They are at it OP.

If they are not happy they can send it back in damaged at their expense. They’ve admitted it was as described. They now have probably found it cheaper elsewhere and are kicking themselves.

Buyer’s remorse is not your problem. You’ve already offered more than most would.

Chancers.

I know I’d not be swayed, that should say.

This is a scammer. I worked in customer services and found out the world is full of them.

I'm sure you make beautiful things.

I too like etsy and use it for handmade items. Can you comment on your reviews on etsy? If so you can respond you say how you offered to manage the problem, shows you in a good light. Don't let this one person steal your happiness when you have so much evidence to the contrary. He's 1/73rd, treat him as such.

Don't give this ridiculous scammer another thought OP. He/she isn't genuine, or they would have jumped at the refund. If we all contacted shops whenever we bought an item towards the top of the price range, I'm sure James Dyson, Johnny Boden, Charlotte Tilbury, and many others would have their phones ring off the hook. But they carry on. Business is business 🤣

As a buyer, I wouldn’t be put off at all by one bad reviews in a sea of positive ones.

but instead I have to profusely apologize
You dont. You can be sorry that they dont like the product and you would be generous to offer a refund on return of the product. Thats all. You cant please all the people all the time. Concentrate on the 73 five stars reviews not the one bad one. Toughen up. They probably are scammers. or morons.

Offer nothing. What a idiot.

I agree you need to get a thicker skin. When selling products anywhere you’ll always come across scammers, complete idiots etc and you can’t let it get to you. This is absolutely not a reflection on you at all and you should continue to charge what you think your products are worth. Obviously all your other buyers believe they’ve been priced fairly. Don’t let this person upset you! I’ve sold on eBay and Amazon and I know what it feels like but I found pretty quickly I had to deal with it and move on. I’d refund the person but definitely wouldn’t pay the return postage. Even Amazon doesn’t do that when someone just changes their mind.

No need to be terrified of one lousy review. Just answer it factually and politely. People will understand that once in a while you get one of those customers and they’ll look at your overall star rating.

If he can’t be bothered to return that’s his problem - He’s only trying it on to get money off. You’ve done everything you need to do and now you need to get your business head on.

They knew full well the price when they bought it.

Theres always going to people who dislike your products. Theres always going to be people who are only out for themselves, or who think every business is trying the scam them.

You dont need to profusely apologise. A polite reply explaining why your price is as it is and that they bought the item knowing the price

Hey :) me and DP run a business and sell on many platforms. You will ALWAYS get people like this. They're trying to pull a fast one and they want a refund and to keep the product as well. Don't give in to this. Offer a refund if they can return the product to you in a brand new, saleable condition. Otherwise, nada, as it was what was advertised.

My husband has just had bad feedback on eBay for the same reason (he admitted there was no problem with it). He just changed his mind about a (mostly) hand-made item and decided as it was only XXX it wasn't worth the cost. He's got a refund now but won't take the bad feedback down. eBay won't take it down unless it's defamatory. It happens, but hopefully rarely. People are mean when they're anonymous.

Presumably the customer knew the price when they bought the item?

Why would you buy something and then complain it is too expensive? Only a scammer would do that.

You need to toughen up. Stop grovelling.

They knew exactly what they were buying and it is exactly what they got. They knew the price and didnt have to order. They chose to. That is it.

The product is exactly as described. You have no reason to apologise. Tell them they can return for a refund but beyond that, you cant help them.

The bad review doesnt matter.

Hi Op.
I think you need to toughen up.
You are doing a really good job,selling the kinds of product you do,I like the idea of Esty website.
I agree with the other posters too.
I have never been on Esty website but a lovely friend of mine,has,and has said some good things about this website too.
so I am interested in have a look too.

Op
This buyer, know that they were buying a unique bespoke gift, what did they expect price wise, of course bespoke,unique gifts,the prices are going to reflect that.
Its not your fault if the Buyers had buyers impulse purchase regret,for gods sake.
I think its a chancer to see if they get lucky an are emotionally manipulative.
(If they write a neg review which prob will, you can allways say that buyer was happy/satisfied with product,but you found it quite weird that the buyer, not happy with the expense of the gift,(when its as clear as day how much the prices are, (and you offered a full refund..

This buyer is not going to make hardly a difference with bad review don't worry people see through it.