Etsy Reviews - Buyers reviewing postage!!

[Iknowimnotbut]

I own a small home decor business (think candles, diffusers, room sprays, soaps, wax melts). I predominantly sell at Christmas markets. I do well, although 10 months of the year I’m so quiet it’s barely a business!

I branched onto online (Etsy, Ebay, Folksy) late last year. Sales are good - not anywhere near as profitable as in person because of various ‘seller fees’ (not tax, I pay that separately) and of course postage. Arguably, it’s not really worth the money and I mostly branched online to give me something to do on my downtime as I love making the items.

But, I am finding customers to be so ridiculous. My (own) website is just 5star reviews, lots of very happy customers - mostly directed from my Christmas market sales. In person? Similar (as far as reviews can be for in person sales)! EBay?! Excellent - 60, 5star reviews in two months and over 100 sales in that time (on only two of my items are actually even on eBay, so I’m very pleased). Folksy far less sales as it’s less mainstream but still lots of happy customers.

Etsy?! Multiple 1star reviews - and too many 1 reviews drags your shop down and Etsy will close it, it also obviously puts off customers and so is harming my sales - all of which are about fucking postage!! All really pleased with the item but they leave a 1* review along the lines of ‘amazing item, lovely scent, really long postage delays’ or ‘best candle I’ve ever bought, but awful postage delays.’

People don’t see that the low rating I have is because buyers are complaining about postage UNTIL they click on my store or item. And they’re not clicking on my store because of the lower reviews… I offer free 48 Royal Mail tracked - so if items don’t arrive in time, I proactively reach out to buyers to discuss next steps. The delays have all been due to Christmas and Royal Mail ‘losing’ items (typical). It’s just driving me bonkers.

I just don’t understand the logic of leaving a 1star review about the bloody postage. Who does this?!

If the reviews is only about the postage, report it to Etsy and they may take it down.

But the customers are reviewing the transaction as a whole, obviously you have no control over christmas delivery time at royal mail. But there are things you can do to improve the customer experience. You could use the 24h tracked service (and increase prices to cover costs). Or use one of the image slots on the listing to show info about postage delays and any upgrades you offer eg special delivery. Or you could have a last order date for Christmas delivery and shut up shop for the last few weeks of the year. Or you could message every customer to manage their expectations (!)

If you're getting bad reviews, do something to address them

Start charging for postage, extend your processing times and add a photo to each listing to explain Etsy delivery dates are estimated and that you won’t offer a refund for items that arrive later than expected - then politely reply to reviews directing people to all the above.

Do you use the Etsy postage labels? As they’ll cover you for lost or missing items, customers will need to open a case and if Etsy decide to refund it comes from their protection programme and you won’t be out of pocket.

Good luck!

Thanks, both!

I do use the Etsy postage labels and I follow tracking and message as soon as I spot any issues (I.e I check each order daily to see where it’s got to - very manageable as I get 3-4 orders a week post Christmas, compared to 20+ a day pre-Christmas, although I still did it then). I had one of my pictures on each item the details of my last Christmas shipping dates (super early - I had Royal Mail 48 the 14th December). I offer tracked 24 for £2 extra.

I’m super proactive. It’s one of the things that customers on EBay and Folksy rave about - because, of course, customers there have had similar postage issues over the festive period. Just feels like Etsy buyers are slightly bonkers in comparison…

This is so weird. I have a similar set up to you (but different products) and I have Never in the 5 years I've been trading been poorly reviewed on postage on Any of the platforms.

Your have almost all 1 star on Etsy became of this? In what timeline?

It's unusual for post you're sending to be delayed or lost so often. Are you sure it's not just a few reviews over Xmas?

If its more than that, or going on longer than that, are you sure you're posting in good time? Maybe they're complaining about postage delays because they think you're not posting very quickly.

Could it be a competitor trying to sabotage you? I don't think a 'normal' customer who liked a product but it arrived late would reduce 5 stars to 1?

People are reviewing the whole experience of shopping with you and if you're using an unreliable delivery service, you're going to get complaints.

Why not remove the "free" option and just offer tracked 24 for £2. Try and build up some better reviews again.

I frequently purchase online, including Etsy, and I will comment and drop a star if my package is outside the agreed timeline. It happens too often with Royal Mail and not just at Christmas.
Thing is as the recipient, I have no power over Royal Mail. You as the sender have the contractual relationship with them. I find too often sellers just shrug and say ‘it’s Royal Mail’. I had one at Christmas tell me that they wouldn’t look into it until 30 days passed. For 24 hour tracked which I paid extra for.

Well, if you as the contract holder don’t push Royal Mail, or offer an alternative , then they won’t get better.

I appreciate you are doing what you can with tracking, but perhaps offer an alternative means - with charges- such as Evri .

I think with Etsy, many buyers don't realise how much it hurts sellers to get low reviews. I don't sell but try to follow the situation for sellers as it's better for all of us if small businesses stay viable. As a buyer, I view reviews that talk about delivery, or Etsy as a whole, etc., as completely irrelevant and a bit annoying, and disregard their star rating when deciding whether to buy.

It seems odd that customers on only one platform are stupid enough to give one star reviews because of postage, not the product. I'd be suspicious of a negative campaign by a rival Etsy store too. What value are those orders?

Have you watched any of the you tube videos about etsy?
You probably should.

If your % sales from Etsy is low consider leaving the platform.

I'd say if all the reviews are being negative about one aspect of the transaction, I'd be looking to change that aspect and see if it makes things better

I find the Etsy review process really irritating. People don't realise how low star reviews can really hurt your shop.

To have so many one star reviews over one certain aspect though, maybe means you need to look into that part specifically and see how you can improve. This year, I'm going to be looking into other delivery companies definitely, so that could be worth checking out.

You can report the review and Etsy may take it down, but usually that's only if the review includes the name of the delivery company or Etsy themselves.

Some items I sent over the Christmas period took awhile to arrive but luckily I had a lot of very understanding customers.. even though some tracked 48 items took up to 7 to 10 days! I made sure to dispatch as soon as possible and I was in contact with the customer to help as much as I could.

Comment on the review stating your side of the story. Though this will lock in the review and will not be able to be changed by the customer. But it gives you an opportunity to explain about the delivery and other customers will see your response.

Maybe also look into another selling platform?

Thing is as the recipient, I have no power over Royal Mail. You as the sender have the contractual relationship with them. I find too often sellers just shrug and say ‘it’s Royal Mail’.

I don’t have a relationship with Royal Mail. These things happen with postage - it’s why I do tracked 48 delivery, so I know where my parcels are at all times. But in the end I have no more ‘power’ than anyone else.

I just don’t understand the logic of leaving a 1star review about the bloody postage. Who does this?!
People who want their item. Do you post as soon as you receive the order? If so, then I think @zzplea is right and it's a rival shop trying to shut you down.

On Etsy and eBay, you can set up several shipping options and let buyers choose.

And what about TikTok?

So, I sent over 500 parcels between November and 20 December. 100+ on eBay, 80+ on Etsy and most of the rest from my own website.

About 10 of them were lost or delayed, so it’s a really small number really. But, of that 8 were Etsy and every single person who was delayed and purchased via Etsy left a 1 star review.

My rating is still very high overall - and I’ve had some absolutely wonderful reviews - but I’ve just had a cluster of 1star reviews all appear in 2 weeks (hence the frustration)

I know I offer a good product and good service - it’s more frustrating that buyers are reviewing me for something that’s out of my control and don’t seem to realise just how badly that will effect my sales.

Change your postage options- free postage is 5-7 working days, then charge more for faster service. That’s pretty standard.

You absolutely do have a contractual relationship with them. You are the party that has a contract with Royal Mail, not your customer.

About 10 of them were lost or delayed, so it’s a really small number really. But, of that 8 were Etsy and every single person who was delayed and purchased via Etsy left a 1 star review.
Right so this was pertinent information that you left out of the OP. It's nothing to do with whether you sent it tracked 48 or whatever. The items before Christmas (when people need items in time to post to friends and relatives) did not arrive in a timely manner. It was unfortunate and one of those things but you must have some empathy for why customers are upset about this surely?

I think you need to step back and not take it personally that you got these reviews, the buyers don't know or care what happened. It's just how it goes sometimes. I once got a one star review because a well wrapped item arrived broken through the post. I still think the buyer broke it because they changed their mind and wanted a refund. When these things happen you just have to take it on the chin a bit.

Can you close this store and just open another one and start afresh?

reinforces my opinion that the general public are as thick as shite!

im in a different field and no control over it but constantly get criticism. basically around something i do not control. when i point this out people agree but still shoot the messenger!

Tracked 24 is 86p more than Tracked 48. I send a dozen or so parcels out a week using Tracked 24 and almost every one arrives the next day. Just stop using Tracked 48.

I stopped buying from Etsy last autumn aftercsome horrible experiences and too much waste of money.

I often bought nice gifts on Etsy but I can't use a gift delivered 2-3-4 weeks later than they should arrive.

My last order came two days before the christening party (days after it shold but never mind in time).
Seller had made a mistake with my order. The baby thing was done with baby's name on. So pretty. A mix up had happened and the recieved stuff was not the name ordered but another kid's.
I has to find a last minute gift in a hurry and spent my spare time returning the wrong item to selIer. I had a full refund because of the mix up = but 100% waste of time.

Before that it was my daughter's birthday tshirt. Ordered two months before the day. Got it three days after her birthday =100% waste of money... it's is of no use and printed with actual age/name can't work next year or go as hand me down item. For the bin. Can't be returned as it's personlized.

Etsy is lovely. Not cheap (fair) but way too much trouble as a buyer.
I stopped doing reviews as I wasn't happy with my late orders or my wrong orders. Sellers properly can't do anything but I can't give 4/5 ☆ for a thing with huge delays.

Quite a few sellers mark themselves as unik and handmade in UK shop but you end up with China TemuCrap. More waste on money

Etsy is bonkers 2024/2025.

For me the experience is = 0☆.

Agreed. You have control over the postal service you use. Use a different one.