1 star review help

[#1]

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.

[Jewels2at]

I looked at the description...It says it is stained wood with white letters.  I wonder what she thought she would be getting...

[RusticSignsByAlyson]

Exactly!! That is what has made this so confusing and frustrating.

[moonbeamgifts]

I would contact her directly with the listing and inquire as to what she was looking for?   State that you like to ensure customer satisfaction and noticed she left a one star review which has a negative impact on small shops.    Sometimes that can open up both information for you as well as an enlightening experience for the buyer.   

Depending on how that conversation goes, I really wouldn't worry about a public response.    I get the same thing with sizing - items are photographed next to a ruler/coin, dimensions are listed in text, buyers still comment the item was bigger/smaller than they expected.   

And now that Etsy is messing with the handling times/transit times, I'm occasionally getting comments on shipping.    The most recent one dinged me on shipping because she ordered on the 18th and received on the 25th (in April, that included a weekend) but the exact same product was reviewed a few days earlier with 'fast shipping'.    Shrug, sellers cannot win.