Horrible customer

[Former_Member]

Hi guys. Hope all is well.

I am having an issue with a really horrible customer. She's had me in tears for being so rude. She ordered a premade template late at night and requested a refund almost instantly after because she didn't understand how to set the blog up. I didn't reply because it was midnight for me and i was in bed. She then messaged me non-stop through the night.

I finally sent her a message at 3am saying it was 3am and I'd reply after the weekend when I was back at work as this was the friday.

Unfortunately I had a flare up of my rheumatoid arthritis and ended up in hospital so I messaged her to say I was sick and sorry for the delay and asked why she wanted a refund as I have a no refund policy in place.

She replied just now with "You being sick is NOT my problem. Your lack of service however is. I'm complaining to Etsy about you"

All of her messages have been so nasty. "I want this sorted NOW" things like this. Within a few mins of the original purchase. I am so upset by this.

What's more upsetting is she gave me the link to her blog in her order and I have visited it to see if she's using my template and she seems to have a problem with her face and this blog speaks of the issues she's dleat with because of it. I can see she has been bullied for this and it amazes me that she her self being a sufferer of bullying could be so rude and nasty to somebody who has done absolutely nothing wrong :(

What should I do? Out of anger I replied saying that she had worse manners than my children :( I feel like I've reduced myself to her level but I was so mad.

[PaperPlanePrints]

I am really sorry you are going through this. But please remember that this is a public forum, and pretty much anyone can read it-- even if you had marked it "private."

Did she get an instant download, and thus has already received the files? If so, I'm sure your policies say there are no refunds in this case.

Although you feel she's been nasty, you could still just say to her, "I've taken some time to step back and look at this situation. It hasn't been a pleasant one for either of us, but my main concern is that you are happy with your purchase. I'd like to offer some assistance to help you set your blog up using your non-refundable template..."

Your health issues are understandable, but truthfully, many people could not care less. Do everything you can to set your business up in a way that, even when you have personal issues, you are still able to keep things going in the way you state you will in your listings/policies.

I think replying at 3 a.m. may not have been the best thing to do. It almost reinforced the notion that she has access to you whenever she wants.

Even though you've responded to her at least once with what you feel has reduced yourself to her level, try to rectify it. HOWEVER, if you feel like she has become verbally abusive, and you've already fulfilled your end of the sale, then report her to Etsy.

[Former_Member]

I'm sorry you're having this experience.

Your no-refund policy is clear, but your policies do state a commitment for customer service. Have you done everything you can to help? Is she able to use her pre-made template? If the product was purchased, delivered as described, and works, then you should stick by your no-refund policy. You have the Etsy convos to back you up should she decide to open a case, and high ratings to balance out any negative feedback (though you can reply to it with a succinct response should she give it).

You must take emotional responses out of the communication from the point forward, and try to regain some professional composure. Her attitude isn't your problem, but neither is your health hers. I would professionally apologize, offer her a discount on future purchases (or some kind of gesture), refer her to your policies, and end communication.

No $26 is worth this much anguish. If you think she might be happy with a partial refund (how much would you pay to stop her harassment?), you can offer that, but it might open up a whole new can of worms.

[Former_Member]

Thanks for the reply. I did actually just refund her and stated in a message that my priority is a happy customer regardless of their manners and that I had decided to treat her as I would have any other customer and that the refund would be made. I also stated that as the files had been downloaded, her license has now been revoked and she is not to be able to use the files in the future.

It was only a few days I was in hospital and it has been a new diagnosis (start of the year with no signs of the disease) so I was not prepared for this at all.

It's made me realise that buyers can behave in anyway. She could have got the refund, used my template and still left a terrible feedback when it's completely unfair to me as a seller. So many sellers have the feedback system held against them when it comes to customers who are up to no good.

[Former_Member]

Thanks Margie. I did offer to install the template free of charge)l.

She said in one message that all of the people who said in my reviews that it was easy to set up were complete liars. I said it was really no issue and i'd be happy to install for free but she simply said my service wasn't good enough and she wanted the refund and was making a complaint.

It's only £15.00.. Really not worth the agro. I just hope she goes away and doesn't leave a negative feedback.

I was still well within my communication period as part of my policies by replying to her 1. during my non working hours and 2. by trying to assist with the issue instantly to which she declined and still insisted on a refund.

Then there was a few days gap where I was in hospital and unable to hold a cup of water let alone type on my phone to her last message which was nasty. But overall this has happened in a just under a week so even with the delay of me being in hospital, it's been just a few days.

[Former_Member]

That is a crazy situation. Sorry you are having to deal with this. It does seem some people just want to be angry or have things exactly their way or have an issue with entitlement. Not sure if this customer is like that but I have some acquaintances like that. It can be so hard to handle those situations, especially when it involves our "pride and joy" of our creations.

I'm assuming you know you are getting messages because you get notifications on your phone? I suggest muting your phone at night. Mine has a function where I can ignore everything except for phone calls, text, only get stuff from certain people, etc. Then you won't have to deal with an angry person messaging you all night. You can sleep and not think about it. And when you do have to deal with it the next day, you will have gotten a good night's sleep to function on. :)

[heartsabustin]

Quite honestly, you could report her to abuse@etsy.com - there's no reason for any of that. You did everything you could, hon. If you decide to do so, be sure to forward the email copies of your convos with her in your initial report.

The customer is not always right.

[OohlalaBeadtique]

Dear Leanne,

Hope you've solved your problem by now :)

Sorry this has happened to you. Unfortunately in our line of work - customer service this will happen from time to time. We interact with lots of people, and there are out the people who have troubled lives and like to take out their frustration on others.

When you come across a client like this, issue instant refund. If you are sick and the situation goes to extreme like in this case, where client grows impatient and messages you non stop - ask a family member to log into your account and issue a refund on your behalf. You can update your passwords to new ones once you get better.

By issuing a full refund, you have no reason to respond or communicate with that nasty customer anymore.

Remember even thou you will suffer financial losses and setbacks, you health is MORE important. There are many other lovely customers out there, that are pleasant to deal with. Focus on them :)

I agree with Erin, customer is not always right. But for professional conduct and business reasons you don't tell them that :)

Kvetka

[LydiasWeb]

I, too, am very sorry to hear that you had such a thing happen to you. I am fairly new to Etsy and haven't yet had many sales, so haven't had a bad customer experience yet. I agree that your health is worth much more than any refund.