How to handle rude customers?...

[Former_Member]

Hey, I am really happy that my shop is getting sales and has a large fan-base now, but I am not sure what to do about rude customers? I get several emails a day, mainly demanding where anchor bracelets are, as they sell out quickly. I have started up a FAQ section page on my facebook but I still get the same silly questions day in day out, like do they have to pay for postage, can't they just have the bracelet for half price etc. I am polite, but today I have really been pushed to the limit by a woman who ordered a bracelet 8 days ago and it still hasn't arrived, and that I am completely out of order for this. I tried to politely explain that I post within 3 working days, today is a bank holiday, and the Olympics has slowed things down majorly, but she still isn't happy. My other customers are great and polite, and are totally happy with the service and quality and my communication, but some are just never happy. What would you do? xx

[Former_Member]

heh heh heh...you do the best you can. I laugh because I feel your pain. I have been there. If you are communicating and open about the current situation then their is nothing else to be done. Some people will be upset no matter what you do. The nature of the small business beast!

Heather P.
http://spunkyrealdeal.blogspot.om

[Former_Member]

Shrug and keep answering politely. And keep smiling because they sell out so fast.

[Former_Member]

I sometimes get people asking "it's been 5 days where is my item" and this is for a CUSTOM item. Do you really expect to have a custom made item in your hands 5 days after purchase? I just reply and repeat to them that items generally go in the mail 3 days after purchase and shpping can take up to 5 days and give them the tracking number

[Former_Member]

But.... but... why can't they have it half price and delivered the day they ordered the item!!?!? I've never had to deal with rude people on Etsy itself but comments and questions are the reason I prefer to sell online rather than in a physical store. It's easier for me to answer politely in writing then walk away. Otherwise I would resort to extreme sarcasm and make them even angrier :P

[ElectronicGirl]

ouch. thats a rough one.
just be as nice and professional as you can.
you know in your heart what is the right thing to do. (except for telling her to take a flying leap...yaaaa don't do that ;)

best of luck
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Kathleen Kelly from NewOrleansJewels says

But.... but... why can't they have it half price and delivered the day they ordered the item!!?!? I've never had to deal with rude people on Etsy itself but comments and questions are the reason I prefer to sell online rather than in a physical store. It's easier for me to answer politely in writing then walk away. Otherwise I would resort to extreme sarcasm and make them even angrier :P
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LOL! i believe you are my soul mate. jk
its hard sometimes but calm and cool... ;)