Please Help! Contest a review?!

[Former_Member]

Hey all, I am feeling so discouraged and I need advice. I had a customer place an order on July 8th. I got it all made up and ready to ship by the 18th and gave it to my assistant to send off ( I was leaving for vacation that day.)
Long story short, I had a wonderful Internet free vacation in the Cali Redwoods and returned home to find the 6 packages that were due to be mailed were not sent out and my assistant ( chain maker, label cutter, packager) would no longer answer my calls. I frantically wrote the 6 customers explaining my situation and told them I would have their packages out within the week. ( Since I had to remake the orders.)
One customer of the 6 left a review saying her item was never received and I was difficult to get a hold of. She did get the auto email stating I was on vacation, I responded as soon as I got back and kept in correspondence with her upon my return. Well she DID receive her item, and said that she was excited to give the necklaces to her midwife. When I saw her review I asked her to please edit it. I knew that the transaction had been a little difficult but I did everything in my power to make it right as quick as possible. She replied "yes" That's it.... well she never changed her review! She did get her item, she told me she was happy and I even wrote her again with no avail... so what to I do? Just accept that I now have a 4 1/2 star shop? That seems completely unfair to me as a seller that I have a review saying an item was never received when it was even if it was 2 weeks late. :(
How can I contest this? I refuse to believe I just have to let a wrongful review be....

[PAPERFLORISTS]

Maybe she is new to Etsy and didn't know how to change it? How long ago did she tell you that she would change it?

[Former_Member]

3 days now, I have written her back a second time with no further response from her. :(

i wrote:
Hi!
I see you got your pieces and I hope that you love them! (well I hope that you love them enough to give them to the people that you love! haha.) I wanted to thank you again from the bottom of my heart for your patience. An entire month is a really long time to wait from an item, and I fully understand how anxious it must have made you to wait. I appreciate that you understood my situation and let me make this right for you. I hope that you and your midwives are blessed with these pieces!

-Cassie

[SpangGangDesigns]

Unfortunately it doesn't look like it's only her reviews that dropped your rating to 4 1/2. You have the ability to respond to her review. Do so professionally, but defend yourself. I wouldn't keep pestering her. I loathe the thought of someone pestering me to change any feedback I've left. It's her right to leave the feedback she did; just as it's your right to respond. I have a handful of negative reviews, but each one has been addressed professionally, both on the feedback itself and if appropriate, via conversation.

I don't mind seeing less than perfect feedback on another's store as long as the seller has made a professional response. A 4.5 star is only temporary. Maybe JMHO....

[TwistedKnickersInc]

your customer will probably get around to changing her review... after she lets you wait awhile. BTW you have lovely necklaces ♥

[Former_Member]

Good response spang gang. I read your answers to your negative feed back and they sound very professional. I'm new and only have 2 reviews, both good, but this gives me good insight on how to respond if I ever get a bad review....hopefully never. Clearly we have no control of feedback ratings even though we do our best to satisfy. Thanks for the post!

[WilliamsGiftshop]

From the point of view of your customers you sent out those packages very late. I can imagine they won't leave you 5 stars for that.
Next time don't depend on an 'assistent' if you want to keep your customers happy.
Also, why would it take another week to ship once you returned home? I see no need to remake jewelry that was already packaged and waiting to be shipped out.
I wouldn't be a happy customer either.... This doesn't call for a 5 star review.

[Former_Member]

Cassandra, I had a look at your shop. It is very lovely. I also took a look at a fee items and your shipping policies. It seems that most of your items are custom, since they are not made until you receive an order. There seems to be a bit of confusion with your shipping policy. You might consider extending your shipping time since it takes a week for you to make your designs. People seem to be extremely with your product, just not your shipping. By extending your shipping time you give yourself a little extra time for the little things in life that tend to put a kink in our routines. Include in your discription that your items are made to order. Your shipping policy in your description needs to read the same as in what you stated on you policies page.
Just a thought.

[Former_Member]

I can understand she is unhappy, I can understand I am not going to get 5 stars and I am not asking for one. Point is she lied. She has her items, she messaged she was happy, yet I am left with a review saying I left her with nothing? She had 2 choices, Either a refund or she could wait for me to remake her pieces and send them out. She CHOSE to wait.
I am mad that her review is a lie.

[SpangGangDesigns]

When she left the review was she still waiting and hadn't received it? You can leave your response explaining the situation in your words. By doing this, it wouldn't look like you completely disregarded the situation. If she chooses to go back and update her review, no harm done.

[WilliamsGiftshop]

I understand that you feel mad, but you always have to stay polite and professional.
If she is unwilling to change her review, there is nothing you can do about that, but, like Erica S said, you can give a short, polite and professional response, for future customers to read. It does not have to damage your business.
Then you just move on and collect more possitve reviews, so your star rating will go up again.
Life (and business) is not always fair.

[PaperPlanePrints]

Maybe give it some more time. She may just be very busy and hasn't had a chance to change it. If you've already contacted her twice about the review, then it's probably better not to do so again. If she hasn't responded or changed her review in a week or two (or whatever time you are comfortable with), then leave your professional response to the review.

[Former_Member]

Well now I have a new dilemma, She wrote me back and said that she was sorry and really wants to change her review but she is not seeing an "edit the review" button ? She sent me a screen shot.... It's not there. It has not been 60 days. Anyone know what gives?

[WilliamsGiftshop]

I don't know. You want to contact Etsy about this.

[Former_Member]

yes, just respond to the review, and move on. You can't change a persons mind with a review, even if it isn't entirely your problem, but you can reply to what was given.
Generally i don't stress so much over reviews because I've got to focus on the positives, and not the negatives. It sucks to get one, but lesson learned, and you can only improve from it. :)

[2TrickPony]

Maybe ask etsy to help? ...... If the customer is willing to update, and you have a convo from the customer saying this, etsy might help you out. Just don't respond to the reviews, as that "locks" them.

[CarolBradley]

It looks like you have responded to her review. That response "locks in" the buyer's response.

Delete your response and the buyer should then be able to edit her review.

[Former_Member]

Cassandra,

Although I am VERY new to Etsy I wanted to put my two cents in on this situation. First of all, I wouldn't worry so much about a single negative review and I agree with the majority opinion on this subject. Sometimes there is only so much you can do and unfortunately it is impossible to please everyone. And as annoying as it may be, you must remember that the customer is ALWAYS right.

I understand your frustration as I recently experienced a similar situation. I received my first sale a week prior to moving out of state which obviously delayed the shipping process (even though my store policy stated items will be shipped 2-3 business days after purchase). I had one very understanding customer but the other was very impatient and cold. I went above and beyond in providing customer service to her by keeping her in the loop, including a hand-written note in the package, and letting her know her item had been over-nighted at MY expense. Much to my surprise I received a glowing review from her: https://www.etsy.com/your/shops/CraftyyQueenBee/reviews?ref=shop_info

All in all, my advise to you is remember that the key to customer satisfaction is customer service. I took the time to look at your shop as well and completely agree with Erica from Spang Gang Designs. Make shipping policies that work for YOU. If you know an item cannot be shipped out within a week of purchase do not promise via shipping policy that it will be. No one is perfect and personal situations will occur in all of our lives, often negatively effecting the ability to run our business. As cliche as it sounds, honesty is always the best policy. So reach out to your customers personally, cater to their requests/needs, and ALWAYS make sure timely communication is a top priority.

[WilliamsGiftshop]

Great advice from Christina!

[Former_Member]

She was able to change her review! She gave me 4 stars. I am so thankful.
Thank you all for your advice, as useful as some of it was or was not... I appreciate you took the time to respond.

-Cass

[WilliamsGiftshop]

That's great!

[Former_Member]

I'm glad you were able to work everything out! Just think of this as a learning lesson :) Best of luck!