Interesting Customer

[claribelskincare]

I'm curious to what others know or understand - a customer is stating she might blog about my product in a month or so with her thoughts. Do I have any say in this, or right to request that she not do so?

Here's the history. She bought two items from me last year, then suddenly opened a shop two weeks later featuring two products with an ingredients list almost identical to mine. She blogged on one of my products some time ago, which was generally positive but made some immature comments about how to use it, which I didn't find really supportive.

I'd rather just not deal with this person. Now she wants to purchase more products, and I run the risk of her trying to mimic them or blog about them.

Thoughts?

[seemomster]

Once someone has purchased something...it is theirs. To blog about as they will. Copying...that can be a different story. Is your stuff copyrighted?

[claribelskincare]

I have my items copyrighted, but it would be difficult to prove in my line of work, and after watching her sales closely, I didn't feel she benefited from it so I let it go and didn't hear from her for a long time until she ordered again recently.

Has anyone else refused to sell to someone? While I realize that may generate a lot of opinions, is it permitted?

[Former_Member]

You have every right to request it, but she also has the right to turn you down. Maybe you could try politely explaining to her what bothered you about the last post, and find a way to suggest that she be more tactful this time.

[Former_Member]

I wonder what would happen if you tried to approach it positively, like, "How exciting you will be blogging about my product! Please let me know how we can collaborate!" If she writing negative, untrue things about your products, this is libel. If she is slamming your products, I wonder what she hopes to gain?

[claribelskincare]

@ Sara - It is libel if she did write something offensive? (I was wondering if I had any recourse if she ended up doing so at some point.)

[Former_Member]

The definition of libel is anything written, negative, and untrue. I'm not a lawyer, just a word nerd (with a bunch of lawyers in the family). There's a difference between "offensive" and untrue. I'm sure you don't have a lawyer on retainer, but chances are she doesn't, either. If your kind and loving approach doesn't work, perhaps a reminder of the definition of libel would? Also, what does she hope to get out of a blog slamming you? (If that is what she wants to do - it doesn't seem like we know what for sure yet.) I certainly wouldn't want to read a blog dogging someone else. Maybe I would have when I was 12, but I've moved on since then...

[MyHobbyShop]

I recently had someone blog about one of my items. Its her personal blog and her personal opinion. While I didn't agree with what she said and my feelings were somewhat hurt, there isn't anything I can do about it. I just brushed it off as a customer not understanding what crochet really is. I haven't received any visits from the blog so needless to say, she doesn't have a flock of followers.

I guess what I am trying to say is that you can ask her not to write about you or your products. But if she is giving her "opinion" she has every right to post it. I'm not a lawyer so I can't tell you if it falls under libel or not?

[claribelskincare]

I have tried the kind and loving approach - as far as to send her a free product at one point - and ALSO made purchase from her store as well.

I like to see young people follow their pursuits, and I feel that I've given her the benefit of the doubt that she may not be well versed in proper marketplace etiquette.

Her current correspondence to me does not support a trusting relationship, and I am considering telling her that I will not do business with her here.

I would like to refuse her service in the future and not feel that I am violating any Etsy rules, based on my experience with her.

As long as I don't have to sell to her here, I'm probably willing to overlook anything the writes on a blog...

[claribelskincare]

Lily I love your store. It's really beautiful!

[Crafts2Love]

I am sure you have a right to refuse a sale. Cancel it and refund with proper explanation.

Good luck!

[organicmountainwoman]

I had a similar experience with a blogger. She contacted me, I sent her product (for free) and she absolutely slammed me in her post. She did make libelous (untrue) statements as well as just generally nasty ones. I contacted her and very nicely stated that I believed she was a good person who perhaps hadn't realized the quantity of negative impact a post like that can have on a small business. I mentioned libel as well...in a kind way, and pointed out exactly where in her post it was applicable. I stated that an apology, a retraction or at very least a post modification were in order. She did all three. She still didn't like my product as she only likes "waxy" lip balms, and that's ok. It's her personal opinion.
Regarding your particular issue, I would send a similar letter stating that from "one small business owner to another, a negative post can have a wildly negative impact on us".
I don't see why you can't refuse service to her, but I'd try to nicely ask her to modify her previous post first. Maybe she just doesn't realize the impact she's having. Maybe her idea of "objective" or her "opinion" are really different than their actual definitions. I'd make her aware of that. If you refuse her without trying to smooth things out first, she may well write another slamming post about your stuff. I'm sorry you're in this position. It's no fun at all for sure!
Best of luck. :)

[Former_Member]

This is a really interesting issue and I can see why you are frustrated. However, what will you gain by refusing her business? If you are trying to avoid bad publicity, this is probably not the best route. Keep your head high and everything will work out for the best.

[MyHobbyShop]

@Jeanette ~ thanks ♥

While I understand that you might not like what she is posting on her blog, I'm not sure why you wouldn't sell to her? She obviously likes your products enough to purchase it from you? But I do agree with others that maybe just letting her know that you didn't appreciate her comments on her blog - maybe she will retract or didn't mean for it to "sound" bad.

[claribelskincare]

I did explain to her a while ago that her words can adversely impact a small business, and ask her to reconsider her post. Her response was "I'm sorry if you found my comments unfavorable, I'm just giving my opinion".

[Crafts2Love]

Tough, maybe let her know that if her opinion is so negative she should refrain from buying...

[claribelskincare]

Thanks Nadia, that's what I'd like to do, but do I have the right to do so?

[Crafts2Love]

Every seller has the right to refuse a buyer... I haven't sold on e-bay but read in the rules that you can mark the buyer to refuse them business. I don't think ETSY is different , but you might want to write in with this question.

[BonitaBellita]

http://www.etsy.com/help/article/483#transactions_refusingservice

Here is the section on refusing service, hope it helps.

[Former_Member]

I'm not a blog expert, but If she's wanting to buy more from your shop, I would be sure to post all over the place (in blogs, twitter, facebook, etc. , the name of her business and the fact that she likes your product so much, she's wanting more. Anyone reading her blog that knows that she's buying more of your product would think twice about her tactics. Kind of like, you're such a wonderful person by giving her some free advertising and support and get it "viral" that you have a customer that loves your product. As if you're thanking her for HER support. B2B thing. It could be that if her friends or potential customers got wind of that, they might get wise to what she's up to. I'd sell to her and make the world know that she must really LOVE my product.

[Former_Member]

Sorry that you are in this crappy situation. I do agree that not selling to her may have an even worse effect on you. I can tell you one thing positive though is that you posting about this has brought me to your shop and it looks awesome, so I can't wait to go look some more!!! I would still sell to her and would just do as Susie said and thank her openly for loving your store on her blog etc!! Good Luck! ~Annie

[claribelskincare]

Thank you everyone. Appreciate all of your generous advice!

[Former_Member]

If she is also a seller on Etsy and is doing this to impede your sales or reputation it is against Etsy policy and she could be shut down. I would take this to Etsy help and ask them where you could find rules/regulations on this type of behavior. You can then direct her to the information. Her own blog is another story. If she states it as opinion the only thing to do would be to comment on her blog and politely/professionally point out where you disagree, that you provided her with “free” samples but were she to have purchased the product and contacted you with her dissatisfaction you would have refunded her money (whatever your policy is). You could also point out that after you sold her some items similar items showed up in her shop…or you can just tell her you are too busy to participate and maybe someone else would benefit from her blog postings.
Good luck.

[claribelskincare]

Thank you so much Sarah, I have just contacted Etsy help.

I suppose it's possible that out of a thousand customers there may be one that we would rather not do business with. I hope to confirm that I will not be obligated to spend any more time entertaining her and her business endeavors.