Unfair Ratings Practices

[DeepBlueDecorShop]

Our shop has now reviewed 9  5-star reviews since October 28th and our 4.4 rating hasn’t moved once at all. It was a 4.4 BEFORE these ratings came in. We spoke with a Etsy representative yesterday who “agreed” that our rating should be at least a 4.6 right now. This is a TECHNICAL ERROR that we are being singled out and discriminated against because of our shops low rating. We are not comfortable about this. You (Etsy) are not raising our rating for “good” reviews but yet you’re lowering it for bad reviews. Not good. Please fix this so we don’t have to take it to a higher level.

[NanaLetha]

You have at least two 1-star reviews during the rating period. Add the total stars and divide by the number of reviews.

[LastCentury]

You're going to need to take it to a higher level because WE (just the other sellers on the etsy forum) cannot do anything about it.

Sometimes stats don't update for a day. Has it been at least 24 hours?

Hopefully it will readjust itself at the beginning of the month when the status is updated for all to see.

[CraftyCornishMaids]

The stars on top left, are over the last 12 months, so 9  over the last few days, won't make much difference at all

I would be more worried about the 4 x1 star and 1 x2 star, all in October, and I'd remove those responses, they are terrible, you chose the shipper, if there are problems, you sort it or refund,

you don't wait for the shipper

[Duckwells]

You may want to do a thorough investigation of the complaints that buyers have and are documenting in their ratings. Your responses are a bit off putting, and may be a turn off for future buyers.

[TheVelvetPrincess]

Your a Star Seller with a five star rating. Go Nana! Crochet today don't worry. Your products are darling. 

[BagmakerSupply]

@DeepBlueDecorShop: If you click on the 'Average Review Rating' card on your Customer Service Stats page, you can see exactly what the breakdown of stars is and confirm the math yourself.

Star Seller stats are updated only once per day so there may be an additional day's delay before the numbers update.

[ArtDollsbyJD]

Sorry but I don't think you are being singled out or discriminated against.  Many sellers experience blips in customer service.  When it happens they strive to improve so the likely hood of it happening again lessens.  I had a few low stars when I started years ago and I took them as a learning curve to improve what I was doing.  

Sadly I agree that the responses are quite unfair to the buyer and without knowing all the details future buyers may wonder if they will be treated the same way.

Etsy has a good article in Help about responding to low star reviews. 

[audreytherese]

"Please fix this so we don’t have to take it to a higher level."

I'm really just curious of what your plans to take to a higher level are. 

[LeParisMetro]

Yikes! Your responses to those reviews were even worse than I expected.  Those buyers will never see your rude comments but us potential buyers will and will not believe you that you provide ‘impeccable customer service’ as you claim in your about section.  That is clearly not the case and by keeping your horrific responses, you will have many customers who will be afraid of buying from you because who needs that kind of abuse? There are many other sellers to buy from who actually practice good customer service.

[FallenAngelBrass]

Blaming the buyer never, ever reflects well on the seller.  I encourage you to delete your review responses. They don't serve your shop in the slightest. 

[TheVelvetPrincess]

I have one of those reviews too. Bent over backwards and did flips and the customer gave me a one star review and I even refunded her on the item. We can not get back at them in a review because that is for future customers not the one we can not please even if with delivered by hand with a pot of gold. I deleted my response from mine. But you might just state the facts " A signature delivery requires the customer to be home to sign for the package. Glad we could resend it to you when you returned from your vacation and was happy to pay for it keeping with our policy of free delivery." Nobody is going to miss all your five star reviews. I found my bad review to be helpful in the long run but alas we are human and really got to me. It is the only bad review I have ever gotten and I got tons of reviews at my day job as well. But it is always that one unfair one that sticks with you. LOL I can recite the review by heart. OH MY> Keep making beautiful things.