1 star review help

[RusticSignsByAlyson]

I just got a 1 star review and I was about to message them right away but now I'm thinking I should just let it go and need some advice.  This is the review:  Was not what I was expecting. The quality is not there it’s literally just a piece of wood with some letters on it.

This is the listing: https://rusticsignsbyalyson.etsy.com/listing/1236090893/new-home-sign-couples-name-our-first

As you can see in the description and all the pictures it shows a piece of wood with lettering on it.  So I'm not sure if I should respond and if so what should I even say to her?  I'm so confused because I'm not sure what she was expecting.  Any advice is greatly appreciated.

[ArtDollsbyJD]

I would respond and ask her if she would like to return the item.  If so and since you are in the US send her a prepaid label.

If she declines the offer to return.  After a few days I would respond that you discussed the item with the buyer and that you both came to a satisfactory agreement. 

This way it appears to future buyers you are responsive to your customers.

The other choice is not to respond to the review.

But I would contact her just to find out what she was expecting.  Maybe this was an impulse buy she regrets.  Maybe misunderstood something in the listing.  Information can help to make things work better for you.   

[RusticSignsByAlyson]

Yea I think I'm going to send her a message before I make a public response. 

[cutebutton]

Yeah, not sure what they would be expecting.  They purchased a piece of wood with some letters on it and that's what they got.

Honestly you have so many wonderful reviews and a well established shop.  Someone looking at that review should recognize that it's not representing anything to do with your shop as a whole.

If it makes you feel better, my favorite one star review I ever got was where a person bought some halloween buttons that were cat themed.  They then left the review stating something to the effect that they wished they weren't cats.  I was so confused that I messaged them asking if I had sent what they ordered.  They said yes it's what I ordered but I'm not a cat person.  I thought, so you bought cat buttons knowing you aren't a cat person so you could leave me a review letting me know that you wished these were not cats.  Makes perfect sense to me HAHAHAHAHA. 

[RusticSignsByAlyson]

Wow, customers are too much sometimes.  That is how I feel right now about the review.  Like I sent you what you ordered and now your complaining that you got what you ordered.  I'm still so confused!

[cutebutton]

@RusticSignsByAlyson 

while yes the review could be someone who legitimately didn't like what you sent and they have every right to voice that, many times when I see reviews like that I question whether it's competition.  Maybe, maybe not but if a shop has a TON of good reviews and then like 1 bad one I assume it's not the shop that has the issue. 

for example just recently someone left me a three star review stating that the images were blurry and that they were all off center (which they were not).  I just let it go because that same item has 50 or so 5 star reviews to refute that info LOL.  I will let those speak for themself.

[TheWoodGrainHome]

i get those all the time about the "size" even though they choose the size at checkout lol

um that is the size you chose, hello??? measure people measssure! not use your imagination to measure and assume 

[cutebutton]

@TheWoodGrainHome 

yeah size is tricky.

I recently had someone., who luckily didn't leave a review, contact me claiming that I sent the wrong size.

However, the picture they  sent  made me know I didn't because the size they claimed I sent has a completely different pin back style than what they ordered.

Then they said oh well you sent a different wrong size. to which I was like measure it and show me and if I messed up I will fix it (at this point I already knew I hadn't)

THEN they sent me a picture of the button beside a larger button measuring 2" (the size that they ordered were 1.75) and they literally said well I ordered this 2" button from someone else and the ones you sent should have been as big as it and that my sizes were confusing to choose and I intentionally mislead them (they are in a drop down menu listed as inches)

I was like so basically 1.75" is actually supposed to measure 2" in your opinion LOL.

[vgwalldecals]

You have 7,441 sales with many 5 star reviews. There is a point in time, it's just not worth dealing with a buyer giving you a one star review because they got exactly what they ordered. Life is too short. Etsy will never remove the review. Some people are just not happy unless they are complaining. If you offer a refund / return label you will be out the cost of that return label plus the full refund.....not worth it to me.

[cutebutton]

@vgwalldecals 

agree.  If the customer asks to return it's one thing but to offer to refund something just because a person left a 1 star review in the hopes that they might change the review.... never. 

[RusticSignsByAlyson]

I agree.  I did send her a message, clarifying that she did receive as described but I did not offer a refund.  Instead, I asked her if she was unhappy with her stain/paint color choice (since I do offer multiple options) and I did offer to make a new one with a different selection if she would like.  I have not gotten a response back yet.

[bohemians]

Is your lettering hand painted or vinyl?

[CryzalisDesigns]

I think it is handpainted.

But seriously.. what did they expect? What am I missing?

It is a bit of wood with letters painted on them, surely they can see this when they purchase from the images?

Did they expect it to do a song and dance as well? make coffee perhaps?

[RusticSignsByAlyson]

It is painted!  A lot of the time with negative reviews the buyer mistakes it for vinyl so even though she didn't specifically state that I did clarify that it is paint when I sent her a message.

[bohemians]

@RusticSignsByAlyson  I saw in the description that the signs were hand painted, but the lines are so perfect. So, I thought perhaps your buyer assumed the letters were cut and attached to the wood (although you are right, she didn't say that outright).

You really shouldn't take this one to heart then. Your hand lettering work is precise and very well done ... you're other 5-star reviews should make that clear to future buyers.

This is just my opinion and not sure if it's really necessary, but if others have maybe been not quite sure about the lettering ... do you think a video or photo of you doing the hand painted lettering, in progress, might remove any doubt? 

[vgwalldecals]

If the buyer requested a refund and I didn't feel like I was being abused I might refund the order ONLY IF THE BUYER PAID FOR THE RETURN SHIPPING. The OP could always remove the lettering and reuse the wooden board.

[NancyQstudio]

I'm sorry this happened.  Don't reply to the review right away.  If and when a reply is done it needs to be written when emotions have completely calmed so the response is respectful, non defensive and professional.  It's written for both the buyer and future shoppers.   Each seller will handle these things differently based on policies and how they run their business.  

This happens and you are not alone.  I recently received my first 1 star review after selling for over 10 years.  It did take me aback especially for the reason it was received.  We put so much of ourselves into our work here on Etsy that it can sting, right?  And we sellers don't always have control over all aspects of a sale.  These negative reviews can be used constructively to review the listing and product to see if improvements might be made.  In this case, It's doubtful anything would have helped.  I feel it's always best to remain professional and put the review into true perspective:  Unfortunately these things happen to most sellers who've been in business for years.  If it's uncommon it can actually help a business by making it appear more genuine.  This is because sometimes people  assume a business with all glowing reviews are false. Reaching out to the buyer and offering a return may assist.  In my case I reached out to the buyer with a respectful message offering a complete refund upon receipt of return.  I feel every buyer deserves to be treated with respect regardless of the situation.  But because I sold what was listed and sent it on time I did not offer to pay return shipping.  Nor did I ask for a change in the review. This was my choice as a seller and it may not work for others. That buyer opted to keep the product.  You have many glowing reviews.  Revisiting these can also help put this situation into true perspective.  Most importantly, this did not impact my shop in a negative way which I was most concerned about.   I hope sharing this helps.  

[RusticSignsByAlyson]

I totally agree.  I try not to respond right away because my emotions are in full defense mode when I first see it.  This isn't my first 1 star review so I should know that it happens and it won't completely destroy my business but its hard to tell my brain that, especially when I first see it.  Thank you so much for the feedback.  Reading this has definitely made my calm down and realize that this one review isn't the end of the world.

[Minkie00147]

She left a similar review on a similar item. Which means twice now she's bought a similar item and twice now was unhappy with it. Totally user error so I wouldn't bother with it. You get reviews at a decent rate so it will be buried pretty quickly. Not worth your time and energy IMO

[RusticSignsByAlyson]

How do you know other reviews that she left?  This is interesting.

[AVAArtsSupplies]

I just looked it up and saw that too. It could be a competitor or someone who has no idea what they are purchasing. 

@RusticSignsByAlyson  Free Etsy Buyer Check | Koalanda

[RusticSignsByAlyson]

Oh yes I see.  This has made me feel so much better about the whole thing.  She is definitely just a complainer and I don't think anything I could have done would have made her happy.

[EccentricHandbags]

I have found that not responding right away really is best.  One advantage to online selling is being able to think these responses through and come up with something that makes you look good and reassures potential buyers.  I disagree with offering a return.  Unless there was an error made on my part I consider a transaction finished once a review is left.      

[quiltpanelsforyou]

I just have to say, your sign listing is beautiful, and I love everything about it!  With the 1 -star review, I've always found in retail- to be gracious always works out the best in the end.

[RusticSignsByAlyson]

Thank you so much!!