Dealing with an irate customer/damaging feedback

[Former_Member]

So I have mostly wonderful customers who understand that it takes a while to create handmade things. But I've found my first totally irate customer.

Short summary --

Ordered collar for her wedding, states in my policies that it takes 2-3 weeks to ship an item. Shipped her item 1 DAY after the technical 3 week period. She opens a case against my shop, no big deal, she'll get the piece really soon anyway.

Well, something happened between the mailbox and the post office, because the tracking number hasn't updated within a week. So today I get the most crazy, irate, unfounded email from this woman, basically calling my shop a fake, saying that she hopes karma bites my family (what??) and that I'll "get it" for all the "hurt" I've "done to people".

I type an email, telling her that I'm sorry, I don't know what happened, but I'd be happy to FedEx a second piece to her right away, and I'll swallow the costs. Right after I send it, I see that she wrote the most crazy negative feedback that I've ever seen. I get angry, I give her a full refund -- but this means that she's probably going to get a free $150 collar out of it, because unless the package is just totally lost, she's going to get what she ordered anyway.

Okay, now the questions. I closed the case, I refunded her, is there any way I can make the crazy feedback go away? Is feedback like this really that damaging? What's going to happen to my shop? I'm freaking out -- my store is my life, my income, it's everything to me. If this one person ruined that, I don't know what I'll do.

Advice, commisseration, anything, please. I'm ready to throw my computer out the window, I'm so upset.

[CatherineMarissa]

Unless she agrees to kiss & makeup, you have to keep the negative. If I were you, I'd keep an eye on the tracking info and when it shows as delivered, contact her and ask her to consider kiss & makeup since the package was indeed shipped & you at this point will clearly not be lying (in her mind).

When I see less than 100% positive feedback, I do tend to read the negative. I think some customers may be turned off by her feedback. For me, I would weigh it against all the positive. For some sellers, there is a consistent amount of negative feedback in regards to delivery. In your case, there is one buyer who is clearly very angry calling you a thief. That would not stop me from ordering.

I'll keep my fingers crossed that the collar comes back to you.

[Former_Member]

If I was a costumer I would ignore that WHY? Because you so many other great reviews and your products look stunning!

[JanJat]

Don't take it personally! You have 100s of happy customers so you're obviously doing something right. I know etsy has a kiss and make up option for changing feedback which you might want to have a look at.

I had a customer complain recently that she wasn't happy with a piece of chain in a necklace and wants to return it if the person she's giving it to doesn't like it. I had a BIG loss of confidence and could barely create something for a new order without freaking out but then I realized that out of 88 sales to have 1 person complain is not the end of the world.

I've also noticed a lot of threads about people saying that post seems to be getting lost - not comforting for the coming holidays but with tracking hopefully it will arrive. You might want to try and find the package yourself - once she gets it and loves it you might be able to get that feedback changed.

Good luck and keep going. Remember brides to be tend to lose their marbles!

[Former_Member]

In my opinion it's obvious that from the rest of the feedback you have that you do not have a "fake store". I understand as a seller that you can't make everyone happy all the time regardless of what you try and do. I think that most people that come to etsy and most importantly people that come as serious buyers to etsy understand handmade and all that comes with that. Your items are amazing!! I think that any serious buyers if they do any research will see the overwhelming amount of good feedback you have and the fact that your store isn't "shut down" and recognize that one bad comment as just some crazy lady... Don't shut down your shop please. Don't throw your comp out the window :) your work is beautiful you will prevail :)

[Former_Member]

Honestly, I have just read all your feedback and it seems to me that 99% of your customers cant be wrong. Even if I hadnt read your post but had read your feedback, it would not put me off buying from you, I would be thinking that the person that wrote the negative feedback wasway over the top anyway.

[Former_Member]

So sorry this happened to you Laura. Hopefully the item will arrive and she'll realize things happen and kiss & makeup. Often times the tracking is inconsistent. Recently one of my tracking numbers showed the package was delivered to a completely different state than where it was addressed, the customer and I were like freaking out for a day or two. Then the package arrived to their door in a few days! (And the tracking was updated) Go figure what happens once packages leave our hands, but most of the time they arrive to their destination, and let's hope and pray this one does too so you can resolve this issue. Do keep an eye on the tracking.

[Former_Member]

Okay, number 1... WHY DID I NOT KNOW ABOUT YOUR SHOP BEFORE!!!!?????? OMG your stuff is mounds of amazingness! I am going to recommend your shop to all my bellydancer and steampunk friends because I know they would LOVE your stuff. With that said, don't let 1 person (who is obviously a bridezilla/off her rocker/nutcase) ruin you or your wonderful store. I do look at feedback before I buy, however, I can tell nutballs from real people with real issues. Breathe and reboot! *HUGS*

[2TrickPony]

I would file an inquiry with the post office, and try to find out what did happen to the package - and then, wait till the emotions have settled down to the point where one can deal with the customer in a very businesslike manner.

I'd at least try for a KAMU before I gave up on this - don't cancel the order.

[QuirkyUniverse]

I don't think you have to worry about it since you have a lot of good feedback. If you don't already I would send an email after someone orders to reiterate the shipping times, just to be on the safe side. I've also heard that USPS doesn't always scan every step of the way, they're only required to scan at delivery. I don't know if that's true or not but that would explain what happened, plus they seem to be taking a lot longer to deliver stuff.

You have a really nice shop, I think one bad feedback won't do anything to hurt your sales.

[Former_Member]

Don't get discouraged. Some people are like that. Just set it aside and don't give it another thought. Your hard work has earned you great praises. And all the good apples out weigh the bad one. Keep going and doiing what you do best. Chin-up!

[LunasLuxe]

OMG! Honestly if I were a customer it makes her sound completely unreasonable. I've had this happen once also with a bride. Luckily I got to cancel the sale so I only had to deal with that nightmare for a short time.

Many times usps doesn't properly update. I've had packages arrive and never once show a scan or an update. All kinds of things can go wrong. And 9 days after ordering?? I would try intercepting the package on the second one so she doesn't get a free item. More than likely the first one will turn up. You can actually contact the usps and open a claim on the first one and see if they can't track it down. I've had this happen 3 times with "lost" items and they were always found sooner or later. I've had them simply show back up to me with no explanation twice. I reshipped at my own expense. Your other feedback shows that there is nothing to fear. If you respond to her feedback professionally anyone who is curious will most likely be able to view it and see your side of things.

[DaisyCottageDesigns]

I would totally ignore that feedback if I were thinking about buying from your shop. Now, if there were 37 exactly the same (ok even 7) it might catch my attention and throw up some red flags.

Also, it's written in such an irate manner it is obvious something else is going on. If it were a "I sure hate leaving negative feedback BUT..." comment, I'd also be more likely to give it some weight. When she calls you a thief and calls your store a fake I'd have a hard time believing anything she says. :/

I think I actually know this person's twin ;)

[Michellemurraydesign]

Holy bridezilla! I just read her post and to tell you the truth she sound a bit deranged and as a buyer I would most likely chuckle more than take her seriously so I wouldn't worry.

[CopperLeafStudios]

Take a deep breath. Don't post about it in the forums. Explain that a DC number is not a tracking number, and you will look into the missing package for her. Also show her where she can report a missing package. Apologize and ask if she would prefer a refund, or a replacement item.

Your shop will be fine :) "Good customer service" is easy when everything goes right. Sometimes things don't. It's how you handle it that's important.

[Former_Member]

That's terrible. Your shop is wonderful, and obviously not fake. Quite frankly, I just had several friends get married, as well as myself, and all of us struggled at some point with the stress and emotions. However, this is obviously no way to react to a situation, and "getting married" is no excuse! This girl is not working with you, not accounting for extenuating circumstances, and generally being mean-spirited. It hurts, and it's unfortunate, but anyone can tell she's just angry and emotional. It seems you have a strong customer base and high quality products. If I were looking right now, I would have no second-thoughts about buying your products.

[OneUrbanTribe]

This is why I don't do wedding jewelry, lol. People get very stressed and sensitive about wedding items.

Tracking has not been working well, there has been some talk about it in the forums, and I have noticed slow updates myself. I would contact the PO and see if you can find the package. Hopefully you can get it back or it will arrive, and then you can deal with the situation from there.

[Former_Member]

Well at least the crazy came out in her feedback! Just based on the feedback alone, she sounds a little psycho so I wouldn't worry too much about it. If I wanted to buy something from you but this feedback made me skeptical (which it wouldn't), I'd send you a convo asking about shipping times before I purchased. Sometimes mistakes happen with mail and it's not our fault! Some people just don't understand that.

Plus, your other feedback is glowing! Just throw a couple darts at her order, have a drink and move on. Read the rest of your feedback for a little pick me up!

...and your shop is awesome!

[Former_Member]

I would contact Etsy about the feedback. To my eyes, it's bordering on libellous & they may be able to do something about it.

[PaperWhispers]

I agree with Dan. In my view, she is entitled to her opinion about the transaction but to call your store 'fake' when it clearly is not does not seem fair or right.

I also do think that you can do damage control as she may not have seen your response email. Did she ever respond back or did she leave that feedback thinking she will never get an item?