Customer accidently rated order 1 but meant 5

[CielosCloset]

A customer gave me a 1 star rating on an item.  When I contacted her to see why she was unhappy with it, she replied:

"I love it review only let you get one star in but went back gave it 5 stars sorry for misunderstanding."

But the review has not been changed.  I'm not sure if she knows how to change it and I hate to keep bugging her.  I tried reporting the review with an explanation but heard nothing back from Etsy.  They would be able to see her message in my account.  I've had almost all 5 star reviews for years.  How can I get anyone from Etsy to even respond to this issue.  I could make a public reply to the review but that wouldn't change the rating or my average.  I do NOT want to lose my Rave Review status of 4.8 or higher.

[NanaLetha]

Since they left no comments it means they were using the app. Explain to them how to edit using a browser.

[MaggieandRose]

I had one like this a while ago, the lady didn’t speak English very well and didn’t know how to change it. Ii waited a while to see if she managed to , but then I put a public response along the lines of ‘this lady assures me that the 1 star review was accidental and she was very happy with the item”. Of course this was before star seller so I understand your frustration. 

[MinnieMaudsAttic]

I had one of these a few months ago.  Customer tried to change the rating on a PC but was unable to do so.  As she said she loved the item and she was clearly embarrassed about her mistake, I just left it.  No point in annoying a customer by pestering her.

[LullabyQuiltsandMore]

I had the same experience.  Didn't want to push the issue with the customer. . . it does hurt your Star Seller status for quite a while, I'm afraid.

[MinnieMaudsAttic]

@LullabyQuiltsandMore   What star seller status?:-)).

Somehow I had it in February (no idea how as I don’t sell enough items of high enough value) and it made no difference to sales.

I think it’s sad that so many sellers are obsessing about it.

[JuliesvintaTreasures]

Same thing happened to me this morning. She assures me she is happy and will try to change the review.

[TastefulArtisan]

@CielosCloset

Cute stuff! Adorable baby!!

Anyhoo..I wouldn't pester her either. If you explained how then you should probably leave it be. It's buried pretty deep, I had to sort by newest to even see it. And when I checked the specific item, it was nested nearly to the end so I wouldn't worry about it. I've had my share of 1-4 stars and they are almost always about not reading the description and/or giving me incorrect names/dates/events and so on. 

Mind reader is a talent I haven't quite gotten to just yet. But imagine the possibilities. No more incorrect spelling, no more incorrect dates, no more "oh it was big on my phone but it's tiny in person". Insert eye roll. 

Don't sweat it. Your reviews speak to the quality and service they got so one review isn't going to hurt you. I have 2 I think. Maybe more. Several 4 stars but I understand it's from an outdated app? Heard that, read that...somewhere. Your items are so cute and if my oldest son would get around to pro-creating, I know where I'll shop  

[CielosCloset]

Thank you for your kind words!  I hope that oldest son of yours gets around to pro-creating soon.  Grands are so wonderful.  Greats are even better...I have two now.  They all make me smile just thinking about them.

Most of my patterns are modeled by a reborn doll.  But the two rompers are modeled by my Great grandson.  My great granddaughter, granddaughter and grandson all model a couple of them.

[TheHippieCrystalHut]

This happened to me too!

A customer left a low rating, when I contacted her to see what the issue was, she said she meant to leave five stars but didn't know how to change it. I sent her a message along these lines "Not a problem, just glad that you are happy with your order! If you do have time to change the review, I'd really appreciate it. To change it, simply... (insert instructions here)"

Luckily she changed it straight away! Hopefully your customer will be able to do the same for you.

[CielosCloset]

Thank you all for your replies.  I definitely agree it would not be fair to the customer to keep pestering her about it.  I was just hoping Etsy would help fix it.  But you are all correct.  No point in worrying about it because it won't matter in the long run.  It was just such a surprise to see such a bad review.

I'll wait a while longer to see if Etsy ever responds.  If not, I'll add the customer's reply to the remarks under the review.  I waited to do that because it says the review can't be changed if you leave remarks.  I've been with Etsy a long time.  They had such excellent customer service for both the customers and the sellers in the beginning.  At least we still have great community help.  Thank you!

[EthosSurvivalInc]

HI 

this has happened to my shop more than once. I have contacted Etsy and they said nothing is wrong on their end to have the customer contact them with the problem. 

How many customer do you have that have the time to fix a problem that doesn't affect them at all. I am grateful for the time they have already given to leave a review.

Is this still happening to your shop?

[PrettyNiceVintage]

Oh my...this just happened to me too. I got a 1 star review in error. The customer loved her purchase. I reached out to her and asked that she edit the review and did not hear back. I tried to get help from Etsy but heard nothing. Several days later, the review disappeared but I lost my 'star seller' for the month of November. Frustrating. There should be an easier process. Much of my frustration is with lack of communication and assistance from Etsy. Feeling your pain!

[EthosSurvivalInc]

THank you for reaching out.

Somehow it makes me feel better to know there is a glitch.

My reviews are still there. Etsy will not remove or fix unless the customer contacts them.