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.

Why are you crying? Get a grip. You're right, they shouldn't have ordered the item if they were then going to moan about the price. Clearly they are trying it on and want you to offer them a discount of 20-30% to appease them, which you shouldn't do. You've offered for them to return the item, so stick with that decision. There's no point crying about it. You've clearly done well for yourself, celebrate this. Don't let one twat out of 73 make you feel shit.

OP, if they leave a bad review the worst they can fairly say is that they think it is overpriced. People looking at that will also see all your great reviews. One review won’t put people off.

I've worked in online retail and customer service for many years too and echo what others have said - the majority of customers who buy from small businesses are lovely and kind but sooner or later every business will come across customers like this too. Often I think it's a case of buyer's remorse or people who just didn't quite take the time to read what exactly they were buying...

I would just remind him again of your returns policy and then move on. Don't offer if it for free or give him anything if he doesn't return the item in perfect condition! If he leaves a negative review, you can respond to it publicly and (politely!) state the facts. A few negative reviews can actually be a good thing as they make your positive reviews look more authentic - customers sometimes don't believe reviews are real if they are all glowingly positive.

Yabvu to cry about it.
Listen, I’m a self employed cleaner and I charge way above market price.

I’m reliable, trustworthy and do a fantastic job, I make no excuses for the fact I charge more and tell my potential customers as I’ve said above.

I can count on one hand the amount of people who’ve complained, life is such, some people always want something for nothing. Let it go.

I ordered a print off of Etsy when it arrived it looked nothing like the picture that made me purchase it, it wasn't even set straight on its frame. The artist was very quick to refund me and I wanted to send it back but he didn't want it back....I ended up feeling bloomin' awful and guilty about it. I have not bought anything off Etsy since....your bloke Op sounds like a chancer....don't worry about it or a crap review most people see past those anyway if there is a balance of opinions.

You sont need to apologise. They are just after a refund or a freebie. Who cares I'd they're annoyed about having to return it?

The options are;

1. Tell them where to go and risk poor review.
2. Offer to refund once they have returned it.
3. Just say, I'm sorry you feel that way but I've offered my terms for refund, that is all I can do....

Not sure if its possible to explain without outing the business, but what does a "social impact" mean in respect of the cost you charge?

Please, do not offer a refund, and stop apologising! They, as you said, placed the order knowing what the price was, and they received what they ordered - end of. Don't get upset about it - I'm assuming this is the first time this has happened? Be proud of your 73 x 5 star reviews and put this person out of your mind. I would cease all correspondence now. Even if you do get a 1 star review, please don't worry about it. You can never please everyone in this world, and believe me, this person is just trying it on.

@wellthatsunusual

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?

Exactly this. They want you to capitulate and give it to them free and get a refund; lucrative for them. I have read reviews on Etsy where a person has many 5 star reviews and then one that is so opposite you can just tell the buyer was being a pain in the arse. Even one genuine negative review among so many positives wouldn’t put me off. Try not to take it to heart; if your product is good and and you look after your customers one bad experience won’t affect your business and though it’s horrible you must, as others have said, grow a thicker skin because it’s likely to happen from time to time.

A friend of mine has a jewellery business on Etsy that does very well and she reckons this sort of thing happens two or three times a year. Recently she had a buyer who claimed the purchase had never been delivered but the courier had a photo of her holding the parcel which the courier took instead of a signature. The purchaser was wearing the same necklace and outfit as in her Etsy profile pic! She’d obviously forgotten that her photo was better evidence than the (probably false) signature she would have scribbled pre COVID!

One bad review out of 73. You can't make everyone happy. When I buy from Etsy I accept, and love, that I'm buying from an independent who, generally, goes above and beyond and is so proud of their work. Don't waste your time on this moron. Stick to what you know and love. And pm us your store so we can look and assess for ourselves ☺️

They don't want to return it they want it for free. Tell them todo 1 they knew what they were getting and if to expensive shouldn't of bought it.

DH and I run our own business.

The majority are decent and honest but there's always one who tries their luck. Don't be held hostage to reviews........ if you get a bad one, you leave a balanced reply that the price was clear before ordering.

They are doing it cos they want you to refund them and let them keep the item. I've had this from ebay buyers lots. They are the scammer. It is nothing to do with your product.

If they've admitted in writing that it is exactly as advertised, and they've paid the price you asked, they're idiots to be disappointed. A court of law would even be in your favour! Not that I'm suggesting you take it to court, I think you should just walk away with your chin up. Why on earth you feel you need to apologise for the customer's mistake is beyond me. For goodwill, and perhaps a bit of passive aggressive revenge, you could offer them a low value token for your shop, so that they actually have to spend more money with you to redeem it.

If you bought a car (for example) and decided you didn't like it after you bought it, would you expect the garage to let you keep it, and apologise to you, and give your money back? It's preposterous.

The only tool that gives Ebay the edge over Etsy is the blocklist.
There are 2 surefire ways to tell you are not dealing with a genuine customer but a scammer;

• They have the option to go through the website channels for a refund but they don't want to, they can't find the link, they don't see why they should have to and they want you to just send the money to their Pay Pal.

• They have the option to return the item for a refund but for some reason its too much bother.

I'd never willingly deal with them twice.

If you have 73 - 5 star reviews, most consumers will ignore the stupid 1 star review if they even bother to leave it. It does genuinely sound like a scam to get the product for free.

I am dying to know what the product is though 🧐!

Ok think you also need to understand the ( now) limited power of online reviews. The vast majority of consumers realise that reviews can be made up, have a hidden agenda, be a competitor etc. and will not be deterred by one negative view.

If this is some kind of marketing ploy, it's genius. I desperately want to buy something from your shop now and I don't even know what you sell!

So many things you say you have to do, you don’t. Grow a back bone, stop crying and run your business.

If I was shopping on Etsy and I saw 73 x 5-star reviews and 1 x 1-star review, I would immediately assume that the 1-star person was the kind of arsehole who shouts at staff in shops and therefore ignore it.

There are always one or two 1 stars amongst a sea of 5 stars no matter how amazing the product, the reason for this is there are some absolute fuckers in the world who get off on being twats. Everyone who reads reviews allows for these bullshit reviews and disregards them 🤷🏻‍♀️

Well, it's not small. It's a personal attack on your passion and hard work. However, what you could offer them is the middle finger. So what if they give you 1 star. You still have 73 other 5 stars. You can't expect every customer to be happy. Some people just aren't happy people and wander around in perpetual misery. Also, you may find that accepting a 1 star review, even assuming that they do leave you a poor review, is liberating as it frees you from the fear of criticism and perfectionism!

Oh no! There's always one. Honestly please don't waste any more tears on this chancer. If they genuinely felt it wasn't worth what they paid they would be jumping up and down to return it. They're trying it on, stay firm. As a seller, you've done all you can. I bet you sell lovely things OP.

They're chancers. I bet they do this with every purchase to try and swindle some money off. They knew the item, they knew the price and they bought it and admit it's exactly as described.

They're just trying to swindle you.

Pity buyers don't get reviews, what's the betting this is a deliberate strategy in their part and the customer is a CF who is taking the p. Don't cry, feel angry. The public can be shockingly unreasonable. Be reasonable and don't give it all away for one idiot, those 73 other people are the truth, stand up for their view of your product. They knew the price and got what they asked for.