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.

Op I use Etsy, for art and soft furnishings, I look at the majority of the reviews and ignore the outliers. Every single person knows there are twats and sycophants out there. Don’t worry about getting a bad review honestly

73 good and one bad, people know you’re good and the one bad is a twat.

A genuine complaint is a gift - it gives you insight into something that's not working well and the opportunity to fix it.

But there will always be a section of the populace who are professional complainers. They need to be politely but firmly told 'no'.

Can we try to guess the product? Will you tell us if we get it right? I'm going to kick off with hand beaded leather sandals made by a working collective of women in Africa! I'm guessing that it's a fair trade handmade item and that the chancer is comparing it to some factory made stuff. Am I close?

Do not apologise, profusely or otherwise.

Let them return at their own cost if they’ve changed their mind.

Don’t cry, and don’t waste time worrying. One bad review will not undo your work.

Be brave, believe in your products and in yourself.

I'm an online shopaholic and always check reviews. If a product had 73 five star reviews and 1 one star review then that one star review wouldn't put me off at all.

He's just a chancer trying to get something for a reduced price or free. Don't give into it OP.

Not familiar with Etsy but please don't let these timewasters/pisstakers upset you. Always get one.

They’re actually doing you a favour if they leave a bad review. I’m always suspicious of a perfect score, particularly as the number of people leaving feedback increases. Do not apologise, do not explain. If they leave a bad review just say ‘Thank you for your feedback. You were offered an immediate refund but chose not to accept it’.

What is a social impact and why does that put your prices up?

They sound like a scammer. You have to grow a thicker skin.

They're trying to guilt you into a discount or a freebie. You've been more than generous offering to pay the cost of returning the product. I'd draw a line under it and say your kind offer is withdrawn and then not engage further.

They have the chance to get there money back if they return the item the same as buying anything online, sometimes it's not what you hoped for and have to return it - we've all been here. So the ball is in their court. You've done all you can.
And you know your product is good (73 5stars, that's awesome). Have confidence.

Relax. It will all be ok.

I think this sounds like he's trying it on! He doesn't want to return at your expense? If he was that bothered he would snap your arm off- he's just seeing if you'll be a pushover and give him all/some money back!

You are crying because you are angry, not upset . And you have every right to be.

When I look at bad reviews, I usually just look to check they are to make sure they are unreasonable or unpleasant or both. They usually are, they always out themselves with their comments.

Use any bad review as an opportunity to showcase your reasonableness and excellent customer service. Say exactly what you’ve said here - cheaper versions are available but these are beautiful and made with high quality materials. If anyone isn’t satisfied, you provide a full refund on return of the product. Obviously, you can’t offer refunds to people who don’t return products as that would leave you at the mercy of scammers.

Their. Sorry

So if go with your gut instinct and tell them to fuck off.
Twice
Maybe thrice for luck

Hi OP. I’m an author. Today I read a bad review. It’s on a well-known book site (though, actually, not the book site people generally leave reviews on). It’s one of not very many on that site. My others are all 5*s. But because of the pandemic, people are buying more books online, so it matters! That one review has lowered my average stars, and 16 people (16! What!) have given this review a thumbs up to say it was useful.

The thing is....the person’s problems with my book also indicated that they hadn’t read it properly. All of the flaws they identified are plot points i covered. I can do nothing about their idiocy, however. I just have to sit back and accept the fact that if anyone bothers to read their shitty review then they won’t buy my book.

I’ve been muttering to myself with rage all day. At the moment I’ve literally named the monster in my current book after her, which is making me feel enormously better.

But I really feel your pain. Really! Loads of sympathy in your direction.

I am never put off by a few negative reviews

There are arseholes in this world

Any unreasonable negative reviews usually strengthen my confidence in the seller

"Its crap and expensive"

"OK, I will give you a free return and full refund"

"No. I dont want the hassle of returning, I just want my money back"

"Well I am unable to refund without a return of the item"

"Fuck you, I am leaving you a bad review"

Then copy and past on to your response to his shit review. Everyone with half an ounce of sense will see his attempted scam a mile off.

And YY to growing a thicker skin, some people are just cunts and you need to cop on to that!

Don't take it personally.

The scammer probably does this to a lot of sellers, believing nobody wants to risk a negative review.

Scammers gonna scam. Never apologise unless you are genuinely in the wrong, and never, ever come across as making excuses for your product or pricing.

Haven’t RTFT but never EVER undersell yourself.
EVER.

Sounds like a chancer. Don't doubt yourself or your worth now and definitely don't cry about it. Tell them to eff off and re read all your lovely reviews x

This is like paying £5k for a Chanel bag, being upset because a knock off is £20 from Primark, and demanding a refund. Do not lower yourself. Be Chanel.

thank you everyone! I would love to send you all the Etsy link and tell you more but it feels too outing. You have all made me feel a lot better and I am sure that all Etsy sellers experience this.

Yep. This person wants your product for free. Don't worry about the one-star review. The very fact that they've threatened this for something they can't fault (apart from the price, which they had accepted) shows that this is a deliberate try-on. Don't get upset! You've offered a refund, which I think is very generous, considering they admit there's nothing wrong with the item, so if they're not prepared to send it back, then tough. He sounds lucky not to be reported as a scammer.

As someone who also runs their own business, take it from me - you can't please all of the people all of the time.

Some people are total arseholes and are never satisfied. You'll find these people go around giving everyone a hard time - it's not just you.

You've offered for them to return the item which is more than generous. Don't let them try and shaft you.

@pixiedustpie Remember this, you offered a product for sale and there was nothing forcing this person to buy. If he gives a 1star review I would challenge it with Etsy and they will probably remove it if you show them your emails. My husband sells magical potions on there which cost up to £25 (plus postage) for coloured water in a glass bottle. No-one is forcing patrons to buy anything, yet they do. It’s a free world. Good for you 👍👍 Believe in yourself, I’m sure your product is lovely and he’s just a chancer.