first negative feedback

[Former_Member]

Hi all

I have had my first negative feedback. I am gutted as everything has been five stars the customer bought from in June and left feedback today that the item was not worth the money she paid. She has not contacted me to tell me she is not happy nor that she felt this way. Is there anything I can do? I find it unfair as i dont even know what the problem is...

[Former_Member]

First, you're calling out your customer by posting this here.

Second, I would contact her to find out what happened and see if there's anyway you can make it right for her. You may have to issue a full refund, or you may need to make a new product for her.

I do have to say, I never understand the ones who refuse to contact the seller before they leave poor feedback. Even worse, there are the ones who won't respond when you try to make it right.

Also - how in the world are you selling those so cheaply? Your time is worth something.

[Former_Member]

Negative feedback does happen sometimes and the first time it can be very upsetting! In the past I will always contact the customer to remedy whatever unhappiness they may have experienced. I have found if they did not contact me with a problem before leaving feedback they don't respond to me when I offer solutions - not sure what that says.

I also take negative feedback as an opportunity to look at my product, descriptions, etc. Does the person understand and have a clear picture of what they are buying? Do I need to make any changes to my product?

I have posted a response to negative feedback when it has happened in a very non-judgmental way that indicates customer service is important to me. I always give myself a little time to think about the situation and never respond when I am feeling hurt or upset. Hope that helps!

[ItsyBitsyPaperCuts]

Wait a minute....she is leaving poor feedback and saying something is not worth the money for an item priced at $2.08 USD? That is ridiculous. I would contact her and see what the problem was. I would consider refunding the $2.08 but not the shipping but seriously, that's ridiculous. Your stuff is beautiful so don't beat yourself up.

[piperspaperco]

I would reach out to them. But also - focus on all the positive feedback you have gotten. You have a fantastic shop!

[StuckOnSilver]

I would contact the custom, too. Ask how you can make it right. Hopefully she will agree to cancel the transaction.

If she will not cancel the transaction, be sure to write your response to her (very bad) review.

Good luck!

[Former_Member]

First off, your items are just so adorable! I'm sorry this happened. The best you can do is reach out to your customer and ask if there is anything you can do but I don't recommend refunding unless they decide to return it.

It is strange feedback because it doesn't say WHY they felt it wasn't worth the money they paid and given how inexpensive the item is, I'm not sure what they were expecting. Maybe check your description to make sure it's accurate?

If it makes you feel any better, your overall feedback score from your shop still registers at 5 stars so future customers won't see this unless they go looking for it. And from your overall feedback, you have many positive reviews that outweigh the one bad one. If I was buying from your shop, I don't think I would let that sway me from buying.

[ItsyBitsyPaperCuts]

I guess we can't please everyone. I had a customer get upset because I sent her the color cake topper that was in the listing she purchased. It clearly said in the listing to provide the color you want in the NOTES section while purchasing otherwise the color in the photo will be sent. I sent her purple like the photo since she left no notes and apparently she wanted gold. Well....am I a mind reader, how was I supposed to know that? She only gave me a three star review but it still upset me.

[PaperBoundLove]

I don't see how your item isn't "worth the money" she paid.
It seems lovely and it is actually really affordable. I'd personally be charging more.

Anyhow, bad reviews happen, especially when people don't read your description, etc. Don't worry about it. Your shop's review is still 5 stars and that's what matters. Just reply to her review professionally.

[DreamyPatternsShop]

First off, I'm so sorry that got that review. I would be heartbroken too. Especially since the customer does not let you know at all why she is not satisfied.

Second, like everyone says: luckily you do have gotten many other 5star reviews so you're overal 'status' is still 5stars.

I would definitely reach out to her. If she doesn't respond, put that in your reply to her review, so that everyone that reads your reviews knows that you are a responsible seller who does her best to satisfy her customers.

Lastly, I would up your prices. I think your items look great and as Erin says you're time is worth something. Also, if I were a customer and I would read the review I might think: "well maybe it is indeed poor quality - can I really expect good quality for such a low price?"

"edited"
I just noticed that you charge $2 per letter (which is still low, in my opinion) but it wasn't totally clear to me at first. Maybe you can state that more clearly in your description?

Good luck!

[Former_Member]

Hi all,

Thank you so much for your advice and words of encouragement. I have had a very sleepless night over it.
I did message the customer straight away but i have not yet had a response. I wanted to wait to give her some time to answer if not I will write a response. to clarify that I have reached out the customer to rectify the situation but have had no response and that i take customer service very seriously.

Also the item is £1.30 ($2.08) PER LETTER so the overall cost depends on how long the name is. but even then its not that expensive. In my opinion.

[HanoverMerryMakers]

You have a lovely shop, with lovely items. I too thought the price listed was for the whole garland. I would somehow change the price to reflect this. Just roll with the punches, and write a nice professional answer to her review.

[HoneyThistle]

Hi frey,

Sorry about the situation - most of the suggestions above are quite good and I hope it gets resolved!

I just wanted to point out that you can add in a "listing variation" to accommodate for the number of letters the customer wants to include in their order... that way the pricing is clearer (it'll be $2.08+ and the additional prices will be in the drop down menu) and I believe you won't have to pay the $0.20 listing fee for every letter you sell in 1 order!