SO. PISSED. AT. CUSTOMERS.

[#1]

UGH!! where do i begin! EVERY day i get 5-10 messages of customers yelling at me for their packages. its not my my fault that it clearly says i have a 1-2 week processing time because my items are handmade and im getting 150-200 orders a week. Theses messages are EXTREMELY rude saying they are leaving negative feedback. I have not yet shipped one package past the expected shipping date. ive shipped almost every single one a couple days earlier. (expect maybe 3 were shipped on the expected date) how do i get the negative reviews to stop and them to quick complaining about shipping. Heres an example of what some say,

" umm excuse me, i ordered these shorts 7 days ago and they aren't here yet. i wrote in a note that i need them shipped immediately which you've already failed my deadline, i needed them for an event today and now im extremely dissatisfied and will be leaving negative feedback and reporting you to etsy for a refund. "

i seriously get these ALL day. is this just me? does anyone else receive these and who gives them the right to make there own shipping dates and push there orders to the front? No matter what i say they are still upset. its not fair to me that they are leaving these reviews. i have managed to get almost all of them removed but by giving them a full refund. which again is not fair to me since it says before they purchase how long it will take. and its even getting worse with xmas so close. UGH!! just needed to rant!!!

[PotteryLodge]

I always send a confirmation message to each customer restating to them my production times and to thank them for purchasing with me. I think the individual messaging works very well and my customers really appreciate it.

I looked at several of your listings and I am quite confused by them. You say your items are handmade to look similar to the photo? I don't understand that? Many of your jean shorts are Levi brand so does that mean you are making jean shorts like the Levi brand or that you are cutting the legs off of Levi jeans into shorts? I've cut many old jeans into shorts and it takes me like 10 mins so I'm still confused by the 1-2 weeks production time? I understand you are back logged with orders but it still shouldn't take that long and I think that's were your customers are getting frustrated with the long shipping times..,they are probably a little confused too. Maybe you should describe the process in your item descriptions a little more. Just some ideas to help clarify your 1-2 week production time so your customers understand the process a little better.

I think by sending a confirmation message to your customers would solve a lot of your problems.

: )

[Former_Member]

I agree with everyone so far. I, too, looked at your shop and cannot understand what could take 1 to 2 weeks to make. I guess we have something in common with your customers. I wish you could come back to see all the great feedback you have gotten. Maybe this was just a place for you to blow off steam. You did get some help with this problem and I do hope you see it for what it was, us reaching out to help. I hope you feel better by now.

[Former_Member]

Also it seems like roughly half of your recent sales are mystery vintage sweaters. I don't see in your listing that you are making any modifications to these. If you are struggling with keeping up with orders, it is definitely time to reconsider your pricing and also your descriptions...

[MyDistinctDesigns]

I find myself shaking my head at your "rant". You are upset about having a problem of too many orders. Do you realize how many hard working Etsy artisans would love to have that problem.
You can solve your problem by stating your turn around times in the places recommended to you in prior comments.
Lastly, be thankful for the success you have and realize that it can change at any moment!!!

[Former_Member]

I wish you would let us know that we have helped with your problem somehow. People here are taking a really long time giving you really good feedback. Just sayin.....

[CatherineMarissa]

I have received convos from buyers asking about their ship date. I keep my shop announcement, listings, and thank you note updated with turnaround times, but don't have a problem letting people know more specifically when their package will ship if they need that information. I understand that it can be frustrating to take breaks for convos when you are very busy.

Could some of the confusion be that many of your items look like vintage ready to ship pieces? Buyers might think that they are ready to go & will ship quickly.

[TLCLyn]

I see very clearly on your shop page that there is a delay in shipping, but customers may not see your shop page. When I click directly on your postings I don't see the delay time. To avoid some of your frustration you might need to consider placing your shipping times on each posting. I know that is a lot of work, but then you know you have done everything you can to ensure your customers see your production window.

By the way, you have a wonderful shop. I wish I could say I had the problem of so many orders I can't keep up.... No sarcasm intended. Congratulations on a wonderful shop!

[TOMgirlApparel]

I can see why customers are frustrated. Most don't see your shop page, they see the listing. For example if I searched vintage jeans shorts and clicked on this one
https://www.etsy.com/listing/128062833/vintage-31in-high-waisted-denim-shorts?ref=shop_home_active
I would think I was buying vintage shorts "ready to ship in 1-3 business days". I don't see customized anywhere or a delay in shipping.

You need to increase processing time in your shipping profiles.

[MintThreads]

thanks everyone. i didnt mean to reflect my shop in a negative way. i just needed to blow off steam is all. and take a minute to relax.

[Former_Member]

I suspect, BeaG, that the processing time might have more to do with finding the pants in the needed size- it might take a week to find the right size. Alythough I would *personally* keep a stock pile of jeans at home and list all my ready-made shorts, and then listings for custom order sizes- it mught make it easier, and faster too.

[AvonnieStudio]

I would rise the price if it is made to order. Also, I clicked the listing from the above comment and it does look like an in-stock item.

[WilliamsGiftshop]

Nicolette, I hope no seller on Etsy would offer things for sale they don't even have yet. That is looking for trouble.

[Former_Member]

I got seriously out of whack two weeks ago - supply orders were taking too long and I had a ton of orders coming in. So I deactivated every single listing in my shop that wasn't already made. My views tanked, my sales dropped, and so did my blood pressure.

Did I get convos from customers wondering about their packages? Absolutely. I responded in a polite, courteous, and professional way, and got over 60 orders out between Monday and Thursday of last week, upgrading some orders to Priority at my own expense to ensure packages got where they were going.

Don't ever put yourself in a position where you can't handle what's coming in. Make the smart decision to say "no" every once in a while - often times, it's the ONLY way to deal.

[Former_Member]

Time to raise prices. And update those listings to reflect what the item actually is... cause it looks like you already have it and its ready to ship, like everyone else said.

[WilliamsGiftshop]

This part of your item description (of vintage jeans shorts) makes me wonder how many more times you will feel 'SO.PISSED.AT.CUSTOMERS.' in the future:

"All items are handmade to look like the picture. All items may vary slightly, including the shade of the jeans // Jeans may not fit exactly as they do on model due to varying body types."

So, basically, this is what you are telling your customers about the shorts they are going to buy:
- They are NOT the shorts in the picture.
- They are 'handmade' (because you cut off their pipes).
- They are most probably NOT of the same brand.*
- They are most probably NOT of the same shade.
- They will most probably NOT fit well.
(* You state that elsewhere in your item description.)

Sounds to me the success of your shop is mainly based on the confidence that potential customers do not read item descriptions.

[JonnaMartinezCrochet]

I WISH I had lots of customers needing my product!
Just saying, You are lucky.

[PiecesOfMePaperCraft]

This thread has become quite interesting to follow. Ida and BeaG have brought some very good points to light. It appears to me that stock images are being used.

This listing makes it look like the jeans are handmade.
"All items are handmade to look like the picture."
The only sizing available is waist. I would think if the jeans are truly handmade the seller would require the buyer's waist, hip and inseam measurements. As a buyer, I'd want to see a photo of the finished product, not a stock photo that was found on the internet.
https://www.etsy.com/listing/164798883/multiple-sizes-high-waisted-denim-jeans?ref=listing-shop-head...

I did a google search of image #2 in this listing and it can came up with links to several fashion blogs. The OP needs to be careful of where she obtains her images. She should be using her own photos.

Amanda, your shop feedback is excellent, yet you say you get a lot of bad reviews that you have removed by bribing the buyers with a full refund ("its not fair to me that they are leaving these reviews. i have managed to get almost all of them removed but by giving them a full refund"). Maybe instead of losing money to have negative feedback removed, you should fix the issues that are causing buyers to leave it in the first place. The way I see it, every one of your posts is a cry for help, yet you come back here again and again complaining about the same thing. I have a feeling your shop is going to crash & burn if you don't make drastic changes to how you do business.

[CactusAndCoralInc]

I would make a jpeg that cleary states your shipping times and add it to every order. That way when they flip through the pictures they are guaranteed to see it. Also, add it to your note to buyer section so they immediately get a message about it after purchase. If you'e done that, policies, description etc... It is their own fault for not paying attention!

[DoodlepopDesigns]

I've had about 2-3 messages a day asking where parcels are (international ones mind). None quite as rude as yours yet but it's early days. All you can do is politely reiterate your store policies and lead times. I've just updated my policies so hopefully they are very clear now. Don't allow yourself to be threatened, just think how a large retail chain would respond before replying.

[LeadOnDogs]

I do many custom orders and have never had a problem. We discuss in detail what is required and I let them know how long their lead or collar will take to make and when it will be posted. Postage times are sent with every order. Its all about communication.

[WilliamsGiftshop]

Communication AND transparency!

Just like us, your customers won't understand what is handmade about your vintage jeans shorts and why they need such a long processing time.
You want to explain that to your customers.