Unhappy Customer. HELP!

[Former_Member]

I have just received an email from a customer stating that they weren't happy with one part of stitching on their cushion cover. I am an absolute perfectionist with my products and test everything for flaws and fit before I ship, and I will not ship unless I am 100% happy with it.
I know that there's nothing wrong with my product but I don't want an unhappy customer. I don't know what to do?!

I have asked them to send me a picture of the problem, should I say that postage will be at their own expense or offer to pay?

[EmmaDickieDesign]

I think the first step is to get the photo and then you can see for yourself if the cushion cover is faulty.

As a customer, if I had received a faulty item I would expect to get a full refund (including initial and return postage) once I had returned the item to the seller.

I guess it depends on your own policies, but this is what I would expect.

Sorry this has happened to you, hope it gets resolved!

[Former_Member]

Ok so the photo isn't clear at all, it just looks like they've not straightened it out, and they won't show me a photo with an insert in it. She's asking that if she sends it back will I return it with a cushion pad for a discount.

I wouldn't mind if there was something wrong with it :(

[TillyandPuffin]

It sounds as if she's trying it on, especially asking for a cushion pad and a discount! I would ask her to return it in unused condition and offer a refund only. Then you can sell it to a genuine customer.

[Former_Member]

If I as a buyer would have any complain I would definitely make very clear, good photo, before making accusations.

If you are and I belive that you are, perfectionist, I can't imagine what is wrong with cusion cover.

Good luck!

[SomsStudio]

It is difficult to figure out what happened unless she send in clear pictures.
If she is just fishing for a discount, I would ask her to send the item back for a refund, minus shipping.

Pls update your policies to clear cut statements. right now your policies look like you would work out a deal for every unhappy customer case by case.

Also, I strongly suggest that you remove your complete address from the Seller Information section, unless that is a business location.

All the best!

[Former_Member]

Thanks for the help everyone. Kristina, I'm a left handed Virgo, I'm a real stickler for detail. They're sending it back and I'm going to have a look at it.
It's just upsetting that I feel there's a threat of negative feedback looming over my head if I don't meet their demands.
I've sold near enough to 100 items and not once had any complaint.

[Former_Member]

Som, It's UK law that the address has to be visible to customers, (I believe it should be 1 click away from the homepage!) . I will review my policies though thank you.

[Former_Member]

If you don't normally sell your covers with an insert, I would not include an insert with the new cover.

It's so hard to have policies that cover every single "possible" problem, isn't it? You will have to do what you feel is appropriate for this customer, but if you find there is no problem with the initial cover, offering a refund w/postage is all I would do - I would not offer to make another cover unless the customer insisted - this may be a customer that you can never please.

One negative feedback among multiple positive feedbacks only shows new customers that someone was hard to get along with!

[HappyDappyBits]

The blurry photo is suspect and I agree with Som. It is possible your customer didn't realize it didn't come with a cushion and now would like a freebie due to a minor flaw that may or may not exist. Hope you get it sorted out! As long as you do your best, I would not concern yourself with feedback fears.

[rusticcraftdesign]

From the customer point of view:If i bought a cushion...waited to get it...and then was disappointed with it...because of a flaw i felt was by the manufacturer...i would not only expect a full refund, but i would expect them to pay return shipping as well--and would leave negative feedback unless i was 'made whole'....if i was just mildly displeased with the quality and the seller offered to send me something else i wanted at a good discount...i would probably be happy again. =)

As a seller............it sucks. I take a dozen pictures everytime i send an item out JUST IN CASE something gets damaged and i have to 'prove' how well i packaged it for shipping and everything. *fingers crossed*

Sorry =(

[Former_Member]

I hate to say it but you were right. They sent the cushion cover back that there is NOTHING wrong with it. I'm so angry and upset that someone would lie just to save themself about £3! :( It's a personalised cushion and store policy states that they cannot be returned unless it is faulty.
I took a photo of the cushion cover and asked if they could point out the fault, and that I would rectify it.

[MillwardShoults]

As Janie says, I suspect they didn't realise it didn't come with the insert! I've worked in shops for years and I'm no longer surprised at the bull$**t people give you, or the lengths they will go to in order to save themselves a few measly pence.

Good luck, I hope you manage to resolve it without any unpleasant fallout!

[Former_Member]

where do things stand now?

they sent it back and there is nothing wrong with it.

is it perfect? some people expect perfection. if its not perfect i would just refund )minus shipping) if it is perfect (can you have someone else look at and ask them if they see a fault?) if it is perfect i would just see whats cheaper, if its cheaper for you to refund (again minus shipping) do that, or if its cheaper for you to just send it back do that.

[Former_Member]

dont send them an insert if one is not included in the orginal order. dont give a discount if you dont feel one is warranted
and be firm with your customer but polite, dont get pushed around.

[AnneLondezGlass]

Like others said, I wouldn't send back an insert if it wasn't included. I think I'd offer a refund at that point and hope the transaction can be cancelled before they have time to leave feedback.

[Former_Member]

The customer was aware that no insert would be included as they asked if she could purchase one with the cover. But declined when I sent them an invoice. In regards to the photograph that I sent them, they asked if I had re-stitched it as it looked perfect. Bizarre to say the least?!

[Former_Member]

So....they declined to purchase an insert which was one of their issues - print and keep that correspondence for future reference.

You will never convince them that you didn't restitch this cover so if they want it returned to them I would send it back, eating the cost of postage, but you need to make sure they understand that this cover cannot be returned again as it is a personalized item. You need to wait for a response, print and keep it, and send back the cover if they agree.

I am positive that you are not the only one who has found this particular person difficult to work with - that is probably their personality - doing your best to resolve this will only be to your benefit as a seller.

[wildwomanbeads]

Alexandra:

I just want o say I'm sorry someone has treated you this way, though it seems you've gotten some good advice from your fellow Etsians on this thread. For one, I think your shop is darling, your photos are charming, and can see why you would be successful. Stay focused on the positive, and let the negative roll off your back. The problem belongs to your customer and not to you.

Karma has a way of taking care of things like this. Just be a person of integrity, Give her a refund, and let it go. Life is too sweet to be in distress because a customer is trying to get something extra from you.

All blessings.

[Foxery]

Sometimes for me it is cheaper to remake an item from scratch, rather than try and fix the one that the customer is unhappy with. I offer to make again, or a full refund. I have had some returns of non-personalised items due to items not being as expected, and for that I offer a full refund, but they cover return postage.

I think it is partly psychological. The first item is 'damaged' in the eyes of the customer. I've found almost nothing can fix that. So I make the item again. Then it is new and fresh again. Also, the customer doesn't have to go out of their way to send the first item back.
Whether they are actually right or not, they are 'right' in their own mind. Nothing can change their mind about being right. They are right. Full stop. When I learned to accept this, things became much easier for me.

One thing to keep in mind is that you can cancel an Etsy transaction if you refund, leaving their no possibility for negative feedback if the customer has not left any yet. I find this a good way to prevent myself from being held to ransom.

I hope this resolves itself kindly for you!

[Former_Member]

I would suggest that you give a full refund and move on. File it as "life's little annoyances" then have yourself a fabulously, positive day. Repeat the positive activities daily.

(Recently went through my first return. Took the advice from other Etsians and gave the refund. The experience gave me a good idea on how I need to re-do my packaging and policy for returns. In short, it was lesson learned and I'm now basking in "good" karma!)

[Former_Member]

Thank you for all of the feedback everyone. I don't know what I would have done without you :)