Negative Feedback

[rioritajewelry]

Hello team members.

I have 1011 five star feedback in my shop. In October 2011 I receivec a 2 star negative feedback and this month 1 star negative feedback. Both totally unjustified.

Yesterday I've noticed that Etsy promote the 2 negative star under many other items in my shop, which are not relevant to the negative feedback.

I have learned from friend's shop owners that the same has happens to them.

This is damaging to my sales, considering that the a/m items have received positive reports before.

Can anyone explain why this thing is happening? I find this is a mistaken and wrong attitude  to us as sellers.

Thanks.

[OwlAlwaysKnit]

There are many posts about this, here is one 

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-deliberately-sabotaging-certain-sellers-with-n...

[rioritajewelry]

Anyone?

[FrameTowne]

The control you have over reviews is how you respond.  Use it as an opportunity to assure future customers that you fix problems, respond appropriately, etc etc.  I don't care how many good reviews you have and will get, how hard you work, how much you suffer and slave away, there will ALWAYS be that one guy that leaves a bad review.  Assuming it wasn't something on your end.  You have to have a thick skin and take a breath, then leave a response that is professional and aimed at future customers.  I have found that even contacting people doesn't work, most don't respond.  Just do what you CAN do and you will be fine.  As far as those reviews ending up first, see post OwlAlwaysKnit above, there are other threads about this particular issue.

[CoquetteBath]

Customers don't understand the tech behind making...and your response to the review comes off as offended and that's not a good look for you.

remember you're not responding to that person (not really) because even if they do come back to read your response (unlikely) they can't change or do anything after you have done that. Your response is for the next potential customer.

and if that was me, I'd go 'wow, this seller is pretty dang touchy...'

you know the tech side of what you do. All you needed to say was that the piece was crafted out of sterling plate but that the darkening process can leave a residue (wipe it off, whatever)...wish her well, assure your customers you stand behind your work, mention your years of experience and goal for their happiness.

that's my call. And that's what I do. And I've had a few doozies of comments...

your shop is lovely, though, and the earrings look great. I'm an earring sucker, unfortunately (I say that because I must have a hundred pair...or nearly)...

[ColorfulCastAndCrew]

I would read through the post linked above, it contains a lot of information regarding this practice. As for your question on why this is happening, only Etsy can say for sure but I would assume they won't be giving out the real reason why they're doing this. I would take @FrameTowne 's advice and work on things you can control. 

As far as the bad 2 star review on the size of the earrings, I noticed you didn't leave a response.  If you want to professionally respond then state the facts. Since responses are for future buyers you want to make it clear you care that your customers are happy. I had this happen to me recently, customer thought the size of the item was going to be bigger. My response was that I was sorry they were disappointed with the size and that I went back to double check the listing to make sure the measurements were noted correctly, I stated they were correctly noted and was sorry they missed them.  Use it as an opportunity to let your future buyers know you care about customer satisfaction and to professionally defend your shop as well.  

Sorry this is happening to you, it stinks but from what I've read there isn't anything you can do to change it.

Edited to add:  I just saw your response to your other low star review, I agree with @CoquetteBath as it comes across a bit aggressive.