I do, and I've just received some very negative feedback (1 star!). I am gutted.
I sell jewellery, and the buyer complained that the chain was very tangled.
I contacted her to see what I could do to rectify- send new chain, discuss refund etc, and in conversation she said that when she received her necklace it was just shoved in the envelope and had therefore become tangled.
I would never simply drop an item in an envelope, I either gift wrap for earrings or put it in a little box. I take great care over my packaging.
I can only conclude that somewhere along the line (customs?) the parcel has been opened and the packaging disposed of.
I'm so upset about this. I will respond to her feedback on my page as professionally and unemotionally as possible, and have given her a generous refund. I'm reluctant to ask her to alter her feedback, I don't think that's good form.
What would you do? Is there anything else I can do?