Negative Feedback

[risemami]

How to respond to a Negative Feedback?

A customer wrote a negative feedback on my shop. Everything that she wrote was is on my listing.

1. On all of my listings I clearly start that the scarf is finished with a "zig-zag cut", how more specific can I get than that?

2. Its also in my listing that the "pattern is only on one side"

3. Yes, the fabric is think, so it can be breathable.

I think that this is an unfair feedback. How should I respond to it? Should I contact her or should I respond to her feedback?

Thanks

[AtHomeWithLolly]

I know how disheartening a less than stellar feedback is to receive.

The first thing I would do would be to contact the buyer and tell her I was so sorry she was dissatisfied with your product and what could you do to help improve her experience with you. I would offer her a full refund. By Full Refund, I mean I would refund the price and shipping amounts ( if she wants to return the item). Normally, we as Shop Owners aren't required to do the shipping refund but it might go a long way in Customer Service here.

If you get a positive response from the buyer I would then ask if she would be willing to reflect your gesture in her review.

If you do not hear from her, then rethink the wording of the listing to avoid this in the future. Those of us who sew, know that zig zag can mean the shape of the cut , as in a rotary or pinking scissor cut OR a zig zag STITCH on the machine. The word CUT is the operative word in the listing BUT many folks just don't read and comprehend what we know in our head about the product.

If you can avoid the one sided printed fabric I might do so, just to avoid this issue again.

You have lovely things, remember, "even Apple have iPhones returned" !

[InsideSandysShop]

I personally don't think you ought to respond to the feedback it always seems to make the seller look defensive and looks poorly on your shop.
With 590 sales you are doing something right :-) The one bad feedback out of 96 doesn't even effect the gold stars on the front of your shop. I would just swallow hard and breathe and let it go :-) Other buyers are not dumb and they read the comments of all the other feedback as well - don't let this one get you down.
It's hard to take the high road but you can do it!
Blessings,
Sandy

[LovgrenandDaughter]

During those retail years and various customers, it's not you they're really talking about. You are the outlet for their dissatifaction with their their lives, their loved ones or the lack thereof.

I'm sorry it happened. You don't deserve it. But it was the most passive aggressive way she could outlet her frustration. Sp, what do you do now?

It's entirely up to you. Would going through many more days of trying to fix it make you feel better? Then, yes pursue it. Or can you let it roll off your back? Let her go with hope that someday she realizes how it is to be on that side of the street. Would you offer to have her return the item? Maybe she now doesn't have the rent money and needs the cash back? Are you going to think about it and have it impact your creativity? Then maybe you should take it to admin.

There are a gazillion people who love your work. Figure out would would truly make you happy and then off you go. :)

Personally, I would write a quick note and ask if she would like to return the item. I'm thinking I wouldn't hear back and then I would try really hard not to be annoyed. Read your good feedback. It will make you feel better.

It's not about you it's about her. btw- your bib necklace braided- simply alchemy.

With much praise and hope - Kristin

[SpangGangDesigns]

Personally, I wouldn't expect to receive such an item with an "unfinished" or simply "zig zag cut edge". I don't think I'd ever see an item like this in s store and I personally prefer a finished, hemmed edge. Maybe include a close-up photo of the edge so that customers can clearly see it.? Also, as far as the pattern printed on one side: again, take a photo - no mistaking that either.

[Former_Member]

I think that Kristin proposal to return the item is a good option.
Talking about answering to the feedback. I think that you should do it as well stating in a nice way what you told us about your description and that you proposed a return. As a buyer, I prefer bad feedback with some explanation from seller than nothing.
For me no answer from seller means that the seller don't care about the bad experience from the buyer. And when you see the answer you often understand that it was the buyer who was in a bad mood :-)

[SpangGangDesigns]

It looks like in your pink scarf listing, you do have a photo describing the 2 edges. Minus the distracting snowflakes, this would be a great photo to include with all listings.

[WilliamsGiftshop]

The customer clearly was not happy with the quality of the scarf! Period.
No matter how well you described it, they did not like it in real life.
That means, if you want to continue to sell them, you might have to increase their quality.
Not complain about the client and their feedback....
Or, if you want to continue selling scarves of lesser quality, include pictures of the cut edges and of the backside.

[Former_Member]

No idea about the feedback but on future listings (and fixing current ones) maybe describe what zig zag cut means if you want to continue offering that option. As well as including the picture that Erica mentioned.

I see no problem with that option and with one-sided fabric but better pics and descriptions might help. Or just finish all the edges. Problem solved.

[SpangGangDesigns]

But, I do agree with PPs. (1) offer for her to refund the scarf with or without refunded shipping (your call whether you feel that the item may have been slightly misrepresented) and (2) I, personally, would respond to the feedback. Keep it professional and free from emotion. I have a negative feedback in which the customer told me that she basically could have made the item herself (or her husband, I forget). I politely, professionally, but firmly responded. To me, if I see negative feedback that the seller has responded to to finish the story, I appreciate that. It doesn't look like you are hiding and avoiding responsibility. JMO, Erica

[heartsabustin]

I wouldn't buy anything with just a zigzag cut edge, either. I agree - that should be a pic. And if she's complaining about the price of something that has a zigzag cut edge, she'd flip out if all those long edges were hemmed up - a narrow hem that would require is such a pain to sew, I charge for it when I have to do it.

[PiecesofMeCardsnMore]

If I read "zig zag cut" it wouldn't register with me that it's a raw edge. I have basic sewing skills and it would make more sense to me if the listing said it has a raw edge. Maybe say "raw edge cut with pinking shears to prevent fraying" or something like that. It needs to be more clear because zig zag cut meant nothing to me when I first read it.