Dishonest bad review

[Melstutushop]

Hello, thank you for taking the time to read this.
I received my first bad review after more than a year of sales on Etsy.
I handmade Tutus and always make sure every item is the best possible.
This customer said the tutu she received is not as described that the flowers are missing and the tutu is very thin.
I use extra material to make them full and fluffy but tulle is see thru and it has to be distributed evenly for a good look.
I imagine the flowers are inside the waves the ribbon creates and she didn't even take the time to check if all of them are there.
I know I put at least 10 flowers whith rhinestones, I hand cut them myself.
The customer never contacted me to discuss any issue, the item was shipped on time and received on September 11th, she notified me her event is on October 28th, more than a month in advance and didn't even give me the opportunity to solve any issue if any.
I sent her a polite and nice message today asking her to please send me a picture of the item and also said I would've love for her to contact me first.
I just think it is not fair
Any advise?
Thank you

[maydaylabels]

Well, see if you can resolve her situation in such a way that she feels differently about the transaction and wants to change her review to reflect that. Do not respond to the review until you are sure she won't change it, as once you respond the review is locked.

If the review goes unchanged, respond to it politely, unemotionally, and compassionately - saying what you've said here, basically.

"I'm so sorry you're disappointed with the tutu. I use extra material to make them full and fluffy but tulle is see thru and it has to be distributed evenly for a good look.
I hand cut and applied at least 10 flowers for this tutu, but sometimes the flowers fall inside the waves the ribbon creates, so it can seem like they are not all there. Careful arrangement of the ribbon will display all of the flowers. I contacted you to work out a solution to this transaction but [you didn't want to return for a refund, you didn't respond, we couldn't work out a solution, etc.]."

[TheFamilyJewelsWI]

Sometimes I think people give bad reviews in hopes you give them a refund. I agree completely with Sarah above.

[StuckOnSilver]

Ask her to return it for a full refund. Offer her a prepaid return shipping label so she doesn't even have to pay for that. I would not post put the above response.

[Former_Member]

I don't think you should dwell on it. You mentioned that you have been selling for about a year and from my personal experience some people are very critical and want everything to meet their standards. I know sometimes customers post bad reviews for things that they actually really like and just want a refund so they can get it for ''free''

[Melstutushop]

Thank you so much for taking the time to give me some advice, she said she liked it but wont come to my shop, a bit confusing, I still havent receive a single message from her. I think I just have to learn with this experiences not everyone will be satisfied.
I wish you all lots of sales!

[LeedsRadio]

Gemma Lee is correct. A customer sent me a message a week after he received an item and told me that there was a part inside that was burned along with a picture of the inside where the item had been repaired, long before I got it., I tested the item before I listed it and it worked perfectly. I told him to send it back. I waited and waited and two weeks later he posted a fraudulent review saying the item was inoperative when received but that he "Was going to send it back but found a replacement part in his junk box." The part he claimed was bad is VERY rare and was custom made for the manufacturer who built the equipment. The chances of him having one of them his junk box is about the same as him having an original copy of the Constitution in his bedroom closet.

He wanted a refund AND the item. He's a thief.

There are some REALLY dishonest people out there. I told myself that I had a responsibility to honest people to not let this person taint how I do business. I didn't respond to him in any way and went on with my day. His review is buried under a sea of 5 star reviews. And if anyone does find it they'll think "That didn't happen."

Mel, you are rolling along. Move on. Use your energy to get sales from people who deserve what you sell.

[SahetahsJewelry]

By the sounds of it she is trying to get a refund but keep the tutu. If she wont get back to you, contact etsy or use the advice another girl mentioned and reply to her comment. But give it a week or so.

[Former_Member]

I agree with Sarah. Darling, sometimes people will leave a bad review. That's just the way it is. I have over 500 reviews and the very few times I had difficult customers that for no reason left a negative review, it did upset me.

The funniest review I received was that my sandals were a bad copy of a designer in Paris. Ironically, the designer is a friend of mine and I make his sandals...so it's the same product exactly! I didn't bother replying because you will always find a customer who is just sometimes so negative or trying to scam you to giving them a refund. Ignore them after you have left the reply which Sarah has advised.

Eventually, thanks to more positive reviews, your ratings ill reach 5 stars again, as mine have.