Customer Negative Reviews

[#1]

Etsy, PLEASE tweak the customer reviews system! Customers who leave a negative review without FIRST communicating with the seller that they have a problem should not be able to post a review until they have done this.  In my case, it has been two customers who had problems printing my downloadable patterns.  Both of these negative reviews have hurt my Star Seller rating. Neither customer tried to contact me, but went directly to Reviews and posted a one-star rating. My patterns include printing tips. My descriptions for each pattern also include printing tips. Some customers have complained that they can't print JPG files.  BUT...my description clearly states that they will receive two files, a PDF and a JPG, so if they complain without having read the description by posting a negative review, this is not fair at all. 

Also, for downloadable patterns, we sellers should not be responsible for printing errors, as we have no control over what printer a customer has, their tech knowledge, or even if their printers have INK in them. Some people simply get frustrated and their first impulse is to post a negative review.  Please, Etsy, tweak this system so disgruntled customers cannot do this to us without first having reached out to us for a solution. I am always ready to help my customers!

[2TrickPony]

I agree with the basic message of this post, that the customer could be directed to reach out to the seller before leaving negative feedback. I don't care how old or young someone is, I'm sure I've had customers across all kinds of ages be both wonderful and frustrating. But it does seem that, in recent times, I have been getting more and more customers leaving feedback that could have been a message to seller. And I think it has more to do with the lack of community feeling on Etsy than anything. 

[BagmakerSupply]

Sadly, bad reviews (deserved or not) have to be looked at as a cost of business just like envelopes and postage.

[VertigoArtography]

Our shop had the same issue. We had 5 months of 5 Star reviews and the badge and had a customer who put in a 1 star review complaining about the item (the thing they commented about was actually mentioned in the product description - so VERY unfair) and of course lost our rating. Dropped a note to Etsy but no interest and reasoning. I would have been very happy to work with the customer to resolve in a fair manner if they had contacted me via messaging. Its very easy to put a negative review without. Not kind.

[CatherinesAtticFinds]

I'm feeling a wee bit frustrated. TWO buyers this week clearly did not read the title NOR the description. One buyer bought a set of highball glasses that were staged in two pics with a bar, no mention of the bar being included in the title or the description. In addition, if he really looked the bar was thin, the glasses would not even fit, he wants a refund. Second Buyer unhappy with a set of 5 tumblers, which in the listing described each size, she gave me a 1 star review, clearly she did not read the description, which stated the sizes directly. Sigh. 

[Crochetlovemelbourne]

I agree! I had a review recently which kept coming up at the top where the buyer had been unable to download the pattern. She had not reached out t me, I always help them or email if they really can’t download, but she just left a bad review and didn’t answer my messages. So there was nothing wrong with the pattern, just her inability to follow directions...very frustrating. Especially when I have 99% good reviews and the only bad one keeps coming up at the top...

[CatherinesAtticFinds]

I offered a refund even though I don't accept returns, she has not replied, and I have the feeling she will not change her review. 

[TonsOfPaper · Accepted solution]

Hello there,

We thank you all for sharing your feedback, we will make sure to share it with the team to consider for a future update. Please know that we take comments from the community to heart, and we make many changes to the site based on what we hear.

Thank you very much!