Difficult Customers! HELP ME:(

[#1]

I need your opinions on something please... I have this customer at one of my other stores that is starting to drive me crazy. Don't get me wrong- I am all about pleasing my customers and making them happy but this situation is getting ridiculous. It started out when she kept wanted me to "hold" numerous items for her , so I would make reserved listings to her liking and she was constantly changing her mind- I was changing my listings so much I was getting sooo confused! She had me reserve at least 20 items for her and 2 weeks after all of this hassle , she only ended up purchasing 4 of the items. (a sale is a sale I guess I can't complain too much). So I sent them out to her immediately, along with 2 freebies and she was very happy. Now she says that they are all broken and falling apart and she wants a refund and store credit to make her happy. I have no problem doing one or the other- but I am finding it hard to believe that all of these things are actually broken. I put my items through what I like to call a Quinn test before I ship them out. I let my 15 month old hold them and if they can make it through his rough play then I know they will hold up for anything. I have a feeling that she's just trying to get all of her items for free and I'm being taken advantage of. I'm scared that if I don't do what she wants she will leave bad feedback and thats the last thing that I want in my store. Does anyone have any advice on how to deal with this nightmare customer?? I'm really stressing about it!!
All opinions are welcome:) Thank you for listening!
P.S. I have read her feedback that she left to other sellers and its horrible. This girl has no mercy- please help!
Jen

[Former_Member]

Wonderful advices from fellow sellers! I have never had to deal with such difficult customers - and I wish never have to. I agree with above comment stating to either refund (but only once you've got the items back) or give her discount on future purchases (but it means she might be back...).
Have a refund policy that will protect you in the future; and wise to tell people that you won't hold more than 3 items for more than 24hrs (or smtg like that) (except if it's a trusted customer of course).

Hope you get out of the situation quickly! and keep us posted :)

[Former_Member]

I had a customer who would keep changing her mind after I would start working on the order. I mean.. resrecing 20 items and buying 4 is a much bigger hassle but I'm so sorry to hear one customer is giving you such a hard time!

I read all the other comments and there is nothing new to be said but asking for pictures of the damaged items would be a good idea. If they were happy at first, that's sort of ridiculous to all of a sudden to unhappy.

And in your policy section, you might as well just put a "hold" time frame. Like, many shops address that purchases need to be paid for within three days of the purchase date. You should add one like that for your reserved listing. Like-- please do not ask listings to be reserved unless you are postive about the purchase. It's just not fair to your shop otherwise!

I hope it all works out!

[EAGERforWORD]

Jammy - if you are in Europe you are unfortunately bound by the distance selling regulations DSR which unfortunately mean refunds without reason and as to getting your goods back - the buyer just has to make them available for collection. :-(

[Former_Member]

Hi! I tell you now that this costumer has a strategy how to cheat people. She started out testing your reactions on keep on changing mind and she found that you are either too naive or desperate to sell, so she thought you are one of the sellers she can fool, as she probably did with all others! Having items and refund, so it is all for free!
I am truly sorry about your story. I am not being sarcastic just very honest with my opinion.
Yuck for the feedback system we cant see feedback left for buyers by costumers!

[Former_Member]

Oh if it helps I have in my policy section that I'm not responsible for damaged items caused by the post office BUT that I will repair the item at no cost if there is any damage.

[WildWildernessPhotos]

I would make sure you have very clear policies on your policy page about refunds and possible listing items of holding items. Emphasize somewhere on your profile to read these policies before ordering. Maybe this will prevent future hassles?

[Former_Member]

thank you everyone for your advice and opinions- you've all been very helpful with all of this. I think that realfaery is totally right. This buyer discovered quickly that I would bend over backwords to please her and now she is taking advantage of my kindness! I admit I am a big softy, and I guess I need to get a hard shell for this business. Lesson learned, thats for sure!! Being tooo nice can turn around and bite you in the a**!!!
P.S. She is STILL deciding what she wants to do and is trying to pick out items from my store that cost more than what she spent. I believe she's testing me.... no worries- Mrs. Nice Pants has left the building!

[Former_Member]

Yay! Mrs. Not-Putting-Up-With-BS is here! Fortunately Etsy is full of big softies, it's only when there's a shark lurking about that it can be dangerous!

Yeeeah, if she wants more expensive items she can pay the difference in addition to her return shipping!

I need to get my Mrs. NicePants out of here - partying neighbors at midnight on a Tuesday? Go to bed, guys! Off to try to get some sleep...

[Former_Member]

I love it when my neighbors "share" their parties with me in the wee hours of the night- LOL
Yeah, take the nice pants off and put on those action slacks!!
Good luck!!!

[Former_Member]

I would myself report this story to Etsy. If she did it with other sellers and reported the case, it would turn out that this shameless person is a fake buyer and her account would be deleted. She IS a fake buyer.

[Former_Member]

Action slacks!