bad feedback

[Timehonouredtreasure]

Hi Angela,

After 50 five star top happy feedbacks I get a terrible one star, saying "Very Disappointed, absolute rubbish".

I listed an item as reduced, and described it as chipped with teeth missing. The photo showed the damage too, and it was heavily reduced in price by about 50%.

The buyer made no attempt to contact me prior to the feedback, obviously I would have given them a full refund if they were not 100% happy. I wonder whether they actually read the listing description.

I have notified Etsy that the feedback was offensive, I haven't added a reply comment because once its done no further changes can be made.

So what do I do now?

[AngelaFichtelJewels]

Hi Michael,

I am so sorry about the delay in responding. We have been at the hospital with my mother - in - law.
I would say the best way to respond is very nicely. Literally kill her with kindness. I would write to her. Let her know you provide top quality jewelry and excellent service. You thought she read the description on your reduced ring and realized it had some damage reflecting the markdown. You want to make her happy at all costs. Offer her a full refund including the return shipping costs. Do NOT refund her until you receive your item back. If she still responds in a negative way, then just let it go. Your shop is still showing a 5 star feedback. I find you will never please all the people all the time.

Hope this helps,

hugs,
Angela

[Former_Member]

I agree with Angela. Etsy is worldwide. You're going to find someone out there is the mases who isn't happy. If you feel you described the item fully and precisely, then you are not to blame if the customer feels they didn't get what they wanted. Convo them, see if you can appease them somehow.

Deb

[Timehonouredtreasure]

Thank you all, its great to feel that there is a community out there, and your advice is just perfect.

Kind regards
Michael

[AngelaFichtelJewels]

♥

Angela

[Timehonouredtreasure]

Just to let you all know..

I sent a very polite convo offering full refund. The ring was returned and review updated.


got 5 stars and...

Ring didn't fit... which was my fault for not checking but even so got a full refund and all done very graciously.

[AngelaFichtelJewels]

Yeah!!!! Great job!!!

[Timehonouredtreasure]

Thanks for all the support.

[RealGemsShop]

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