Oh no! Woke up to negative feedback.

[HappyEverythingElse]

Woke up this morning to negative feedback and I am just devastated! Went from 100% positive to 99%.

I have sold this pair of earring to two other customers with no complaints, and one was a custom order using different metal color. I try extremely hard to make sure my customers are very happy with their purchase. It is of the utmost importance to my values as a seller. I do not use cheap components and these components are high quality vintage patina products.

I have not tried a kiss & make up yet because I am still in shock. The customer purchased the item on January 23rd, but did not leave the negative feedback until March 24th. I wish they had contacted me sooner as to their disappointment with earrings, and I would have gladly refunded the full purchase price when they returned the earrings.

Your thoughts on the situation and how to handle it would be greatly appreciated.

Thanks,
Carol

[CreationsByCarrieD]

If it were me I would and offer up a refund through KAMU. Although I just read the description and it seems to be thorough. I am not a jewelry maker though and I don't wear/buy much.

I know also though the more sales you have the greater the chances of having a negative feedback pop up. Not everyone has the same expectations or taste or whatever.

[CreationsByCarrieD]

I wasn't done... I wanted to say sorry this happened to you and I really hope you can work something out. Even a partial refund (if that is allowed). You do have a pretty good feedback record though and it wouldn't stop me from buying from you.

[Former_Member]

So sorry this happened to you! It's a real bummer that they didn't contact you!

I'm not sure what they were hoping for in terms of quality when your highest item is $20.

[1AEON]

it will be ok, you need to sell a few more with pos feedbacks, and it will balance back to 100%. Also You can't let this ruin your day! It will go away, but you can't fear or fixate on it. (of course you can, but probably shouldn't).
We love you and Etsy loves you, and besides you can make up, send her a gift, ask her for a return/refund and erase the transaction...etc there are many ways, but the best way to deal with it is to sell more and not to worry about it. I have a cray customer every year, and I know it's part of the whole, it will always happen. Peeps know that 200 loved it and 1 didn't - what does that translates to, so no worries!
One Love!

[WilliamsGiftshop]

We are not allowed to discuss specific transactions in the public forums.

[HappyEverythingElse]

Well, thanks any way for the advice. Sorry, didn't know we could not post about negative feedback, everyone else does.

[SerenityInChains]

Carol,
It's not posting about neg feedback in general that is against the TOU, it's that you gave specifics about the transaction (like the date).

With that said, we recently got our first negative last week, and it hasn't been the end of the world. The longer you are in business, the more likely it is to happen. All you can do is try to learn from the situation as best you can.

People will see your 99% feedback and wonder, yes. But they will look at your feedback as a whole, and most likely still buy from you anyways.

Our sales haven't stopped because one transaction wasn't perfect. Neither will yours as long as you provide excellent products and service.

Brush yourself off, and move forward!

[WilliamsGiftshop]

Carol, 'everyone else does it' doesn't make the rules.

You talk about your only negative feedback, about the specific item and even about a specific date. We could all check out who it was. And what is worse: your customer can read this!

Serenity, your 'first negative last week' is too specific too....
Everybody, including that specific customer, can easily see whom you're referring too.

[PiecesOfMePaperCraft]

From Etsy Do's & Don'ts:

Specific transactions and/or feedback should not be discussed in public spaces. Instead, talk privately with the members involved. Or contact Support privately if you need further help with a transaction.

[Former_Member]

It sucks to get negative feedback But I doubt that's its the end of the world. I sold on ebay for years and had a few but it didn't have any effect. I had close to 3,000 feedback score and 5 negative ones. Its impossible to make every person happy no matter how hard you try.

[clockworkfantastica]

Hi Carol - You know what, it really wouldn't stop me from buying at your shop. I know how crummy it must feel, especially when you're such a conscientious person.

Like David in the comment above already said, can't please everybody and not everybody is out to please us. Some people don't understand why handmade costs what it does and also some shoppers don't realize how personal the experience can be for the sellers on Etsy. You've got a good thing going, keep your chin up.

Love your photos by the way; your bottle cap earrings are adorable.

[Former_Member]

Can anybody tell me how Kiss and Make Up works? All it says is to check off "Yes" or "no" and then it says to put in new feedback and submit.

I don't understand what new feedback I'm supposed to write in....I'd like to make my customer happy so that SHE can write new feedback.

Anyone??

[Former_Member]

Hi, Carol!

I'm so sorry about that! Customers don't think it through that how important the feedbacks are to the sellers. I never had a negative feedback but I got some naturals. Even natural feedbacks make me sad.
What I am suggesting you is before making a 'kiss&make up', contact the buyer. Then ask her what went wrong and explain how important the feedbacks are to the sellers. Maybe she can be an understanding person and accept your kiss & makeup.

Good luck with your business!

[Former_Member]

I am dreading the day when I get a negative feedback. It can feel like a personal attack, but we must remember this is apart of business. Not everyone is going to be happy, and also, you do get some people who are never happy.

[Former_Member]

My "day job" is in customer service and sales, so iI know very well you cant please everyone, but even in work the negitive hurts. I imagine its worse when its something you made (im paitently awaiting feedback from my recently delivered first sale). As long as your confident in the quality of you product all will be well. Good luck and keep your head up!

[Former_Member]

Carol from HappyEverythingElse says

Well, thanks any way for the advice. Sorry, didn't know we could not post about negative feedback, everyone else does.
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I so love when I read this reply in team fora and Main Fora from an adult......

hearing so clearly my Mother's voice in my head...."If your friend jumped off the Perrine bridge would you do it too?"
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Read the etsy TOU's of selling here on etsy. Stop using excuses for others behavior to defend your own.

And YES, you'll receive info like mine when you open yourself up to criticism of a private matter from your shop.

[Former_Member]

Carol, I wouldn't worry too much about it. As a buyer, their feedback isn't specific enough to warrant taking my business elsewhere. I'm sorry that this happened to you but maybe they'll be open to a KAMU.

[clockworkfantastica]

Katie Joy from UniquelyUJewellery says

I am dreading the day when I get a negative feedback. It can feel like a personal attack, but we must remember this is apart of business. Not everyone is going to be happy, and also, you do get some people who are never happy.
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I hear you. And it would be nice to find a positive, supportive community to help one's perspective and boost one's confidence if it ever happens, too.

Actually it would be pretty cool if Etsy wrote a blog or two about feedback and dealing with it from the perspective of a small business owner doing handmade. It's so different from a seller's feedback experience in other places, both emotionally and practically. We can see how much angst sellers here experience dealing with it by the number of threads about it in the forums.

[Former_Member]

It is bound to happen sooner or later, we all work hard to prevent it, but, if it helps any, it wouldn't stop me buying from you, your shop and products are lovely

[Former_Member]

I am sorry about that. We all work so hard to make every customer happy but there is always "that one" not so happy.
I would give refund ASAP and send apology email and try to have that customer to change negative feedback.
Good luck :)

[clockworkfantastica]

"Actually it would be pretty cool if Etsy wrote a blog or two about feedback and dealing with it from the perspective of a small business owner doing handmade...."

...And the first line of the article would be "Take a deep breath".


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Vesna from BabyBlanketsAndETC says

I am sorry about that. We all work so hard to make every customer happy but there is always "that one" not so happy.
I would give refund ASAP and send apology email and try to have that customer to change negative feedback.
Good luck :)
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I respectfully disagree with this advice. A full refund is for exceptional cases, and cases where the customer is willing to ship the item back in my opinion.

Sometimes simply acknowledging the customer's dissatisfaction and making sure that they feel heard is the very best thing to do. Being a good listener and trying to understand where the customer is coming from opens a respectful dialogue and can turn feedback around.

[angelinabella]

Judy and Bea, Although you gave correct information to Carol, your delivery is shameful. Do you always kick people while they are already down? I thought this was supposed to be a supportive environment.

[angelinabella]

Hey there Carol, Negative feedback happens... don't let this ruin your day. I have had one negative feedback and was worried it would ruin my reputation on Etsy. My own experience with this has taught me to continue providing the best product i can at an affordable price, with the best communicaton and customer service I can possibly give. Do your best to make the situation right, then just get back to work, and do what you love.

[Mollymoojewels]

You just can't please everyone sweetie....