VENTING ABOUT FEEDBACK

[MariasWorkshop]

I do not usually do this, but I am disgruntled. First of all, please forgive the length of this post.

I started on Etsy as a Buyer, and later opened two shops. I am speaking as a Buyer this time. As a Shop Owner, I have often wished my customers would leave feedback - I sometimes get convos telling me how happy they are with my items, but no feedback. When I first opened my Buyer's account I was totally lost. I could not find the place where I could leave feedback, etc. It took me a while to learn how to navigate Etsy. It was then, by trial and error, that, among other things I discovered how to leave feedback. I imagine many Buyers go through the same experience.

Now, with all the changes taking place, things have gotten so much worse. I buy a lot of items on Etsy. A few minutes ago I tried to leave feedback for purchases I have made in the past two weeks and was stopped dead in my tracks.

1). Some items that I already received are not yet ready for me to leave feedback (there is no place to do it) - what is this? Does Etsy arbitrarily set up a time when I can leave feedback? If so, what would be the purpose of that.

2). Some times I buy several items from the same shop at one time and I leave a long written review for one of the items only stating that it was one of several items purchased from that store and how happy I am with the service, speed of shipping, etc., etc. Today, the purchases that were ready for me to leave feedback for allowed me to put the stars in, but when I pressed the button to leave the five star feedback, it would not do it. It demanded that I "write" a review for each purchase from the same seller. OK, I thought, and I wrote a few words such as "nice beads and color" or something like that. I was furious, when the button to leave feedback did not work, again. It demanded that I write a longer review. What is this? I was in a hurry and got upset and just logged out of my account without leaving feedback.

I love shopping here. The sellers I buy from are very nice and have wonderful items and as I mentioned above, I have a Shop myself, so I am very understanding and always, always leave feedback. If, being an Etsian, I got infuriated with my recent experience, I can imagine how a Seller that has no connection to Etsy other than dropping by to check it out and perhaps purchase an item, feels about going into so much trouble to navigate Etsy to leave feedback, or a review as they are now calling it. I imagine this new method will cut back on feedback even more.

Any thoughts on this? Should I post this somewhere else instead of here?

[SnarkFactory]

I think that they set it up like that to avoid people who make mistakes and leave feedback too early. (then want to go back and change it? IDK) But, I agree with you. I don't think there should be a waiting period to leave feedback. Leaving feedback on internet purchases is a pretty universal system and I think most people understand the concept, Etsy shouldn't wait until "they know the customer has the item". I'd say most the population knows that they should write feedback AFTER they've gotten the package lol. I'd be worried that a customer will think to leave feedback once they've gotten it, and if turned down, they wouldn't think to come back and do it again.


I've read some people who said they "told etsy that "x" is a problem and should be fixed." I'd like to do that. Does anyone know how?

[Former_Member]

You can try posting about it in the forums....they took a survey a couple months ago and apparently a waiting period was requested by a lot of people? Not me, haha....so far I've read that a lot of people are having this issue.

[Former_Member]

I just had the exact same thing. A customer tried to leave feedback for me but could not. So instead she sent me a lovely message.

That's very nice and all, but would rather it be displayed on my shop!

This customer is very unlikely to try leave feedback again and I am not going to spam her to try again either.

[MariasWorkshop]

As suggested, I just went to the Forums and posted there.

It is not only the waiting period (or gray period, I just learned), it's that when the waiting period is up, you cannot just write two or three words in the comments box (such as "nice item" or "thanks". I will not allow you to do it. You have to write a certain number of words (I got upset, before I found out how many), before it will allow you to post your feedback. The box actually "demands" more words. Amazing!

[MyHoneypickles]

I had a customer contact me last night trying to leave feedback and couldn't find how to do it. She sent me a lovely note, just wish it was available for new customers to view.

[PiecesOfMePaperCraft]

Maria from MariasWorkshop says
It demanded that I "write" a review for each purchase from the same seller. OK, I thought, and I wrote a few words such as "nice beads and color" or something like that. I was furious, when the button to leave feedback did not work, again. It demanded that I write a longer review. What is this? I was in a hurry and got upset and just logged out of my account without leaving feedback.

I would have copied & pasted the same review for each item.

I haven't had a reason to leave or receive feedback yet. I'm guessing it'll all work itself out after people get used to the new system and Etsy irons out any glitches.

[LittleAcornToronto]

Apparently the people who run Etsy think this is a kindergarten playroom and we all need to be supervised like children.

[SageNThymeDesigns · Accepted solution]

As a full time vendor I think the new system is a more professional and appropriate means of judging the track record of a store. The thought that a few negative feedbacks in 1500 could jeopardize my business is pretty scary and having anything less than 100% positive makes people want to see the negative. Never mind the hundreds of positive comments, really, people only want to see the one or two negative comments (which were usually no comments, or so long ago you couldn't find them). This seems much more fair and up to date in my mind.

You now need to leave a comment because most of the negative feedback left had no comment at all, so you never knew if people clicked the wrong button, or why they had a bad experience (if they really did).

I think the delay is based on the 'ships by date' set in the listing, plus shipping time frames. The idea being that people were leaving negative feedback and saying the item wasn't delivered, when the 'ships by date' hadn't even come to pass.

As a full time seller, I think this is one of Etsy's great achievements and I believe it will be beneficial to my business and others who are really use this forum as a means of supporting themselves.

[Former_Member]

Etsy said a lot of things about the survey and what the sellers suggested, that are not true. For instance, I know many, many sellers that specifically requested a No Star System. No one listened. Sellers requested a fair and balanced exchange between buyers and sellers with regards to feedback and for the seller to have the ability to comment on neutral or negative feedback. Etsy did not listen. They did the complete opposite.

[MariasWorkshop]

Judy from PiecesOfMePaperCraft says


I would have copied & pasted the same review for each item.
=====================================================
I did not make myself clear. When I tried to write a short thank you, I got a message insisting that I write at least four more words. I went back to check and I believe you have to write at least five words in the box in order for it to allow you to post a review. I do not like being told how many words I have to use in a review. I understand when you cannot write more than a certain number of words in a space, but being forced to use a certain number of words before I can post a review does not sit very well with me and I imagine it will not be appreciated by other Buyers either.

[PiecesOfMePaperCraft]

I knew exactly what you were complaining about. I can understand if you're feeling disgruntled about a minimum word count for a review but a lot of sites do that.

[CathySavelsArt]

My issue with the feedback system is that all the power is with Buyers. Always has been and the changes have just made that worse. Now there is no way to defend anything anyone says.

For example, even if you give someone a full refund, if they don't want to change their review (maybe cos they're in a bad mood), then they don't have to. As sellers we can jump through hoops but it may not help one little bit to get the review changed.

I think what Etsy have tried to do by giving 60 days to change reviews is that if someone purchased an item and they were initially happy but say a few weeks later the garment faded or shrunk or whatever, they are then able to come back and change that review.

I have no issue with this BUT what I do have an issue with is that Sellers are not able to defend themselves in any way publicly. It seems incredibly unfair to me that Buyers can publicly say whatever they want, true or false, but Sellers cannot publicly defend themselves in any way.

Etsy have taken away Sellers' right of reply.

Even if your business is totally defamed, there is nothing a Seller can do and generally, Etsy do not help.

[Former_Member]

High fives to GoddessofJewelry. LOL - God forbid we should be allowed to run our businesses the way we see fit.

Apparently, the "Describe why you like / dislike this item" HAS been changed - the dislike was very quietly taken away. Why quietly?

Because Etsy HATES to own up to mistakes.

[Untwistedsister]

@maria, there is a place where you can write to support with your concerns and suggestions. It's in the help section up under 'contact'. I have done it twice and always heard back in a few days.

[MariasWorkshop]

Terri from Untwistedsister says

@maria, there is a place where you can write to support with your concerns and suggestions. It's in the help section up under 'contact'. I have done it twice and always heard back in a few days.

===================================================
Thanks Terri, I will do that.

[elainesgems]

Maria, even after you write 5 words they keep prompting you to write more. I didn't appreciate being told to continue writing. It made me feel like I was in grade school.

[maydaylabels]

ZojjaUniquelyYou from ZojjaUniquelyYou says
Etsy said a lot of things about the survey and what the sellers suggested, that are not true. For instance, I know many, many sellers that specifically requested a No Star System. No one listened. Sellers requested a fair and balanced exchange between buyers and sellers with regards to feedback and for the seller to have the ability to comment on neutral or negative feedback. Etsy did not listen. They did the complete opposite.
-------------------------------------------

I requested a star system
I find Amazon's reviews system very helpful
However, I think the new system focuses too heavily on the item instead of item + service (by having the stars refer to "it" - "like it" "love it" etc.)

[MariasWorkshop]

Elaine from elainesgems says

Maria, even after you write 5 words they keep prompting you to write more. I didn't appreciate being told to continue writing. It made me feel like I was in grade school.
=========================================================

Elaine, that is even worse. I guess I did not write enough to find that out. I went back the second time around to find out how many words were required. When I wrote the one word, I was prompted to write four more words. Like you, I felt like I was in grade school.

I have been leaving feedback in other sites forever. I never felt infuriated, like I felt yesterday when I tried to leave feedback for my Etsy Sellers.

[CathySavelsArt]

The main point is Etsy do not give Sellers a RIGHT OF REPLY. I'm not even sure that this is legal. Even newspapers have to give a right of reply if they have publicly stated something.