Question about negative feedback- how did it affect your shop?

[PrintDesignsbyJessa]

I am feeling a little frustrated as out of 226 sales I have 2 negative feed backs and just 14 positives.

Will that really "break" my shop? I've had a fantastic month and I think waking up to that sort of deflated me.

I just worry it will deter customers from buying but I'm wondering if anyone else has had it damage their success?

One of the negatives I'm just waiting to be changed as I issued a refund and am re-sending the prints.
I was really sick and my mom went and picked up the prints and shipped them in a manilla envelope because there were no photo mailers around to be bought that day anywhere.

Of course, the prints arrived damaged. It's not how I normally ship by any means.


Vent over, I'm going to brush myself off and finish my coffee.

[Former_Member]

I don't think it's going to break you. Eventually you'll have better reviews to outweigh the negative reviews, and a shop average of 4 stars instead of 5 isn't as bad as some people think. At least that's been my experience. I don't have any problem buying from a 4-star shop as opposed to a 5-star.

I'm sorry you were sick. That's horrible and I hope you're feeling better. I know what it's like to try to run a business when you're sick and it can be difficult relying on friends and family members to help you out.

I'm not sure how you normally order shipping supplies, but have you considered buying envelopes and packing materials in bulk? I started doing that when I started needing to improvise envelopes after running out and being unable to find what I was looking for. You can save a lot of money in the long run by buying bulk, and it ensures you won't run out unexpectedly at the last minute provide you keep track of your stock.

Just do a phenomenal job on your future sales and your stats will perk back up. Take care. :)

[NeutralNellies]

I will be more positive! As a buyer, I See-I Want-I Buy, without looking over the reviews. When I do look at reviews it is not when I'm buying, but is out of curiosity when a seller seems to have a problem with low numbers or partial stars. I have concluded from this 'research' that many people don't know how to leave feedback (good to provide the steps when you send confirmation of mailing), when cell phones are used to give feedback there tends to be a glitch and partial stars show up, people do things so fast without reviewing their actions, or they aren't regulars and don't really care. One occasion I wrote to a buyer of another seller, whom I did not know, to question the feedback given. It turned out she meant to leave 5 stars (cell phone glitch) and since corrected it and probably made the seller very happy. You can increase feedback numbers by writing a follow up note to ask about satisfaction, etc.

From my research I have calculated most sellers have an average 35% rate of feedback, one had 6 sales and 100% which may not last, a three had 67% and some under 25%. These numbers say people don't know how or care to leave research. But I will admit, like mom said, if you don't have anything nice to say, don't say anything! So in cases I don't leave feedback, but will privately tell the seller my opinion.

As far as a perfect 5 star score, I was proud to have it until I encounter a few people who changed that. Look on the bright side, if we had 100% participation and 5 star average, it would seem wrong since no one is perfect.

I will add what disturbed me most was stupid people or people who couldn't read or understand the concept of simple math leaving poor feedback. That is totally unfair. One I read said the item wasn't as shiny as picture and she had to use brasso to polish purchased item. Another wrote the item was too small though the item was listed as TINY and 3/4". Someone said shipping took too long, yet didn't take into account that China to US shipments will take more time than a US to US shipment. One last one was a lady who didn't know 15" wouldn't fit her neck when she purchased the choker. None of these sellers deserved the 3 or 4 stars given to them since all of the 'problems' were from buyers who didn't read or measure before they bought. Unfortunate.

Most of us have 'Feedback Anxiety' at one time or another and for some it is an ongoing affliction, sad but true. Just pick yourself up and try to do your best.

As far as your packaging problem, whatever the reason for it, just learn from your mistakes. Etsy has a long learning curve! I too had a few packaging errors and persevered. Luckily my buyers were considerate in knowing I was new or maybe they were just calm level-headed people who understood that nothing is perfect in life, no one, nothing!

In short, just keep aiming to do the best you can and improve with each error or mishap. Don't feel deflated by the feedback given whether deserved or not. We deal with people we don't know, who may displace anger, be sick, or have a reason for being mean,

[NeutralNellies]

I have to agree 100% with Annie, whose post came up after mine did, out of order. My opening remark was geared toward the rude comment left by the person whose post has since been removed. As Annie said, you will be fine, do your best, think positively, and learn from mistakes. It all keeps getting better!

[RomaMiaTradingCo]

I'm sorry about you and the negative feedback.

In the future, I would look into bulk packaging. I usually buy in bulk so I always have it so I won't run into a situation as this.

I'm sure you'll get future reviews that outweigh the one or two bad reviews. Unfortunately, you can't please everyone, no matter how hard you try. :( Just got to plan as much as possible to avoid some situations.

[Former_Member]

I don't think that will really hurt your shop since you have so many other good reviews.

On another note, I believe Etsy allows sellers to publicly respond to reviews with 3 or less stars, so you could use that to explain the situation.

[StuckOnSilver]

Janet, so sorry you were sick and merchandise was sent without adequate packing.

I have this suggestion: add whatever type of packaging you will use to your shipping and policies--padded envelope, between pieces of cardboard, etc.

Adorable items!!

[Former_Member]

Sorry to hear about your negative feedback! All bad feedback used to break my heart until I literally could not sleep at night. I would always wonder "I know I did a good job, but what exactly DID I do" now when I read negative feedback I look at it like "Okay, I CAN do better" Every time I have gotten a bad feedback or even somewhat bad I always message my customers to ask them the problem, I do my best to fix the situation, even if it means a refund, and I do my best to improve future orders. Don't look at it like a bad thing. Look at it like you are taking another step to improving your shop. I had a problem with shipping necklaces before since I couldn't figure out how to package my necklaces tight enough and some would get loose and tangled. I actually got a bag feedback from an Etsy ADMIN (let me tell you that broke my spirit) and I completely changed how I ship my orders. Now, I cut bubble wrap paper one by one in little rolls and package my boxes SO tight and secure them with cute washi tape. After that I actually receive compliments about packaging.
Just take a step back and think of how this negative feedback can better your shop. but don't let it get to you. its a sign of improving and think of it positively. :)

[heartsabustin]

Neither one of those are really negative feedback, to be honest, so that wouldn't deter me from buying if I wanted to. Don't sweat the small stuff, girl. (And it's all the small stuff).

[FunandBaubles]

I agree, don't worry about it. I got a negative feedback from one buyer about my most popular item, and that item is still my most popular item.

[TheFamilyJewelsWI]

I have checked negative feedback in some very successful shops. We all get them at one point or another. It is usually a bad customer period. It is someone who has no idea what this does to our shop. Customers should contact us first and give us the opportunity to fix the problem.

Stay positive! It will be okay!

[Former_Member]

I wouldn't stress too much about it. It's hard to see there, but I don't think it makes as big as an affect as people make it out to be.

[Former_Member]

Boy, that's a tough situation.

I recently received a 3 star ......but was thankful I could reply publicly about the customers frustrations. It made me return to a similar listing an read the description.....change a few words and acknowledge that not everyone in the world uses "etsy" terminology....

Up-cycled, upcycle, upcycling isn't common knowledge around our planet.

My fb is crucial, more than half in all three shops. When I did the PEEK critique a few months ago. I noticed that in every case the shopper looked and commented on my fb....expressed how important it was to them to see a good rating.