Customer Problem- Need Advice

[svonburg]

I have a customer who recently purchased a custom order. She recieved them today and said she was completely unhappy and that one of her letters on her hats was crooked. She sent a picture and yes...in that view it did look slightly crooked. I apologized saying I was happy to fix the hat or refund her whatever she decided. She asked if I could fix it but said she is pregnant with twins, on bed rest and cannot ship them back. She also said her husband works too much to help her.

This whole time I have been completely nice and professional trying to help her. She then told me she would take a refund instead. I told her I was fine with that but she would still have to return the hats, just as any other retail store. I told her it was easy to go on USPS.com and print out a label so her husband could stick it in the mailbox for her and I would be happy to refund her shipping cost.

Next she totally flipped out saying I should take pride in my work, I obviously rushed her order and didnt care about her babies. She said she doesnt have time dealing with me and doesnt have internet to print out a label at home. She completely bashed me and my work.

I feel like she is just trying to get her way. I have done everything I can to try to console and help fix it but she is unwilling to work with me. I feel like having her ship them back in not unreasonable and do not appreciate the way she is talking to me. I have had great reviews and this is really the first problem I have had.

What else can I say to try to help this situation out? Should I contact etsy and let them know what is happening?

[StuckOnSilver]

I would definitely let Etsy know what's happening. Your customer needs to return the item before you issue a refund. Sorry this happened!!

[svonburg]

Well, I guess she finally told me off. She said she have a friend send it back to me because I dont deserve her business and she will MAKE SURE she gets refunded for the shipping.

[MyDistinctDesigns]

everyone runs across a customer like that now and then. be glad you will soon be finished with her and move on. just remember that there are plenty of customers who love and appreciate your hard work.

[svonburg]

Thanks Sherry,

I guess you are right. It's hard not to take it personally but I'm glad I stayed professional any kind through all the ranting.

[HeidiDiCesareDesigns]

I was a manager in the retail fashion industry for 15 years and got yelled at, cursed at, thrown things at.....you name it! but the bottom line is, the customer is always right even when they're wrong in this business, and good for you for having the good sense to maintain your professionalism with this irrational person!! they really are few and far between....don't get discouraged. She sounds like she has far more pressing issues in her life besides a crooked letter on a hat........and is taking it out on you!

[Former_Member]

Good for you for being professional! She can't keep the item and get refunded...that's completely unreasonable and I'm sure deep down she knows that. Pregnant and bed rest = stir crazy and a little out of touch with the world being cooped up in her house. Keep your head up and focus on the happy customers to come :)

[heartsabustin]

The customer is NOT always right - in this case, she's absolutely wrong in the way she is treating this seller. Do not let her run over you. It sounds like she's having a very hard time right now, and while I am sympathetic, she has no right to treat you like that.

*I'M* pregnant, with two other kids, three shops on Etsy, one working vehicle for the two grown-ups in this house, a house to care for and myriad other things going on. EVERYONE has something going on. And yet I manage to still be polite and professional and as kind as I can be to everyone. When you get the items back, refund her the cost. If it's in your policies not to refund shipping, this might be the one time you make an exception.Every once in a while, it's worth it. :P

Good luck, sweetie.

[ScarlettsCozyCottage]

You are doing everything right. I would contact Etsy with the situation though. I think we are all in fear of an irate customer and it is bound to happen to all of us eventually. Just know, this will all be a memory soon. Keep your head up and good for you on maintaining your professionalism and patience!

Adorable shop!!

[BeadboardCorner]

So sorry this has happened to you. The customer pregnancy hormones are raging and that is no excuse for the way she is treating you. I agree with no refunds until you have the items back. You may want to refund her shipping just to be done with her and move on.

You have an adorable shop and your items are so cute.

[Former_Member]

How is she ordering stuff from etsy or communicating with you if she's on bedrest and doesn't have internet at her house? I doubt she's on bedrest at the public library. How horribly frustrating. I would definitely contact etsy, but hopefully things will be resolved once she gets her refund and you get the items back. I would consider refunding shipping as someone else said. I'd personally hate to bend over backwards for someone and then have them leave a cruddy review. Good luck with everything. : /

[GaelicForge]

I always remember my business teacher stating that the customer isn't always right. And that's true!

First, I would contact Etsy and explain the case.

I peeked at your return/refund policy.

I would suggest that next, you tweak up and clarify your return/refund policy.

Last, I believe we all get a customer like that at some point. Take some comfort in all those good reviews you have!
~Violet~

[Former_Member]

Annie- that was the first thing I thought... it you don't have the internet, HOW are you ordering off the internet?!? I was also a retail salary manager for big box stores and the customer isn't always right, but you need to find mutually satisfying ground for you both- something that can make everybody at least a *little* happy. As for her husband being way to busy to mail the package for her... how in the world is going to survive twins with no support? Not to mention, who got the package for her? My mailman will post delivery for me and then give you a charge-back envelope that you can place the money in if necessary (course, we live in the country, so he might do things a little differently)

[svonburg]

I forgot to mention she said she only had internet on her phone which is how she ordered...

Thank you everyone for the support . Its hard not to take things like this personally. I really am not trying to cause the customer stress but when it comes down to it there is no reason for her to be this mean and unreasonable. You're all right! Everyone has to deal with a customer like this every once in a while. I guess Im lucky after 3 years this is my first!

[ecarlateboutique]

Sometimes it is hard because we have the looming threat of bad feedback. I have had things returned from unreasonable customers in the past and it is very upsetting especially when the customer is insulting your work and your integrity.

It doesn't sound like it would have made a difference, but I personally do not accept returns on custom items..

[Mzcarley]

You have done all that you can. I would have done what you did. Stick to your guns