Cigarette and reviews

[Former_Member]

I just got a review from a customer saying the flower I sent her a month ago smelled like cigarettes but used it once for a photo shoot. She got her order one month ago and NEVER contacted me to let me know her flower smelled like smoke. I'm NOT a smoker. I live alone with 2 little girls and 2 cats. Her review is possibly going to turn customers away. The thing is this, I'm upset because I don't smoke. That has got to be the worst thing someone could complain about in my opinion. That's embarrassing! She got her order a month ago, never told me about this and even used the flower. If someone left you a review about your product smelling like cigarettes, wouldn't that bug you especially when it's not your fault?

[WilliamsGiftshop]

It is possible that her package smelled of smoke because the postman smoked while he delivered it, for instance.

It might, on the other hand, also be an attempt to keep both the item and their money.

If her review is 3 stars or lower, you can reply to it.

Oh, I just saw you already replied. And I have to be honest, your reply does not do much good for your reputation.

My advice for a next time: keep your reply polite, short and professional!
Simply state that nobody smokes in your home and that her package left your home in perfect condition.
That is ALL that needs to be said in public.

Don't ever reply while you are angry and emotional, don't show all these negative and hurt emotions, don't complain that she waited too long to contact you, and don't say it will hurt your business.
You can THINK all of those things (you're only human), but you do NOT want to write them on your reviews page.
You run a business here. Stay professional.
Consider it a lesson learned.

[LeedsRadio]

I read the review. She's not saying you smoke.

You have a lot of sales and a lot of items up. I think what you should do is tell she can send it back for a refund. This way you can see if it does smell like smoke. If it doesn't she's a nut and you'd be better not to have dealt with her. But if it does, you have to figure out why it happened and then change things so it never happens again.
For all you know what she's smelling is diesel fumes.

If she says she won't send it back even for a refund you know that she's playing you.

[Former_Member]

Thanks! You're right. I regret the reply I sent her. I wasn't angry but it did come across that way. My emotion was more like surprised and embarrassed. If she had contacted me when she got it, I would have made a new one plus give her a free hairpiece. I would rather a customer leave a review saying I had the worst customer service and ugliest products than my products had a "foul" cigarette smell. Now I am mad at myself for reacting too quick to her review. :(

[Former_Member]

Definitely a lesson learned. I don't think she's lying either. I'm just surprised she smelt cigarettes.

[Former_Member]

Just a side note
Smell is often a medical sign of underlying problems. Medicines can also effect it. I hope your customer is OK. I ran into this once a few years ago.
The customer was on chemo.

Thankfully it doesn't happen often. So like you said lesson learned. I include all my information in letter and business card with the item. Some people do better talking directly on the phone about a problem, than through email. Some just need to know they have the option of human contact.

[WilliamsGiftshop]

I was just thinking... are you still able to change your reply to her review?
I have never had to do this, but I can imagine solving an issue with a customer and wanting to change what you wrote.

I know your customer cannot change her review rating after you have replied. That is another thing to consider for the future. If you want to work things out with your customer, don't type a reply yet. Before you do so, your customer can change a review of 3 stars or lower. Afterwards they can no longer change it.

[butterscotchsquare]

I have complained (on eBay) about things that smell like smoke - terribly strong.  They always tell me they don't smoke.  Sometimes I think the mailmen smoke in their trucks but not if the item really, really smells.  It takes a lot of time and work to get the smell out of clothes and books.  Sorry I don't have anything to help your situation.  A month later is really suspicious.