Negative Feedback

[Former_Member]

I got my first negative feedback today. This customer bought a book stack from me 4 MONTHS ago and just today she left me negative feedback on my Etsy shop. It was one word: "Misleading." I have not heard from her until today. I initiated "Kiss and Makeup" but what if she never answers? I got neutral feedback once and the woman never answered me when I tried to initiate feedback.

I've had my shop for nearly 2 years. This past week I reached 100 sales which was a big deal for me. It seems so unfair that one person can damage your reputation and shop with one click of a mouse. I'm really discouraged. Sales are not easy to come by, especially now when I don't have 100% feedback.

Anyone have any advice?

[Former_Member]

So sorry....I LOVE your book purses and remember seeing and favoriting them when I first joined Etsy!

That is very disheartening....especially no word for 4 months and then out of the blue! I am not sure how the "Kiss and Makeup" procedure works, but is there any way you can convo her to ask what her dissatisfaction was?

I looked at your listing and I could not not see what she would consider "misleading". You were quite detailed in your description. The other 2 book titles were not mentioned...that's the only thing I can think of is she maybe thought all 3 were Tolkien? - even though you clearly say "the top book".

I really don't know what advice to give you other than if I were buying from your shop I would be swayed WAY more by the 94 great feedbacks you have than the one "vague" one....that and your awesome products alone!

I feel so for you and wish I could give you better words of wisdom...hopefully others will do a better job than me!! Keep faith that your kiss and make up will work out for you and that buyers will pay no mind to one neg feedback - which is misleading in its own way!

Best Wishes! ~ M.

[Former_Member]

I have worked in ecommerce for a while. It was my full time job before Etsy. The most important thing I learned is that you will always receive some negative feedback. It should be minimal, but it will happen and the customer will often not tell you why. It is just the nature of the ecommerce beast. I am sorry that this happened and I know it is crushing, but as M said above, be way more happy with all of the positive feedbacks you have received. You are obviously doing something right. :)

[Former_Member]

Yes, I agree. I wouldn't not purchase from you because it says 99% instead of 100%. I have always worried about this myself. I am sorry. I would agree with Luci, it is the nature of the ecommerce beast though, and try not to take it personally. We've all returns things, or have not liked something we've purchased. It's doesn't mean it wasn't a great store, shop, etc.

I do have a question on the topic though, if you receive neutral feedback does your 100% feedback change? I purchased from a store that I can't give 100% positive feedback, but I don't have the heart to give them negative, so I haven't done any feedback. I would put neutral and why if I knew it wouldn't affect their shop negatively.

Thanks, and try to move on and keep upcycling Autumn! I think your shop is great.

[ChristianaOdum]

TheWoodenBee- Neutral feedback doesn't effect a shop's percentage score at all. It's a good option if they don't quite meet your expectations, but you don't think that your experience was awful. :)

As far as the negative feedback goes, I understand it's disheartening and discouraging. I'm sure you're a really nice person and want to give great service, so it's a bummer that she didn't even try to communicate with you before leaving negative feedback. Have you left feedback for her? Perhaps you can consider leaving neutral feedback for her with a message about her poor communication and asking her to contact you so you can find out why she's not satisfied with her purchase. This way, if you never hear from her, at least it shows that you tried to give great customer service. :)

Good Luck! I hope it gets squared away! Let us know how it works out and until then, I think you need a hug. . . <3 hugs to you! <3

[Former_Member]

That sucks!

I've kind of had to make peace having gotten my first negative feedback on ebay a month ago and realized that you really can't please everyone. I tend to look at a few negative feedbacks and think that those were difficult buyers not the seller did something wrong..

[Former_Member]

Thanks Christiana, good to know. :)

[Former_Member]

Thanks everyone for the information and encouragement . . . it means more to me than you know!!! : )

[Former_Member]

I so understand, I received my first negative on anything (after years of only postive) a few months ago and I was devastated!

I have still received sales so I hope that you know that your shop will still be ok. They would never communicate with me either so I just had to take it and unfortunately I had already left good feedback for them....lesson learned. I never leave feedback for anyone until I see what they put on mine first.

Hugs to you Autumn and your shop is awesome. I make those handbags also and know how much effort and work it takes to make them so I think that your shop will be fine. You have a high quality product and I don't think anyone is going to care about the 99%!

[FoundOnCurb]

It must have felt devatating to get negative feedback out of the blue!

I think Christina's suggestion about posting a neutral feedback on the dissatisfied customer is a good way to respond. It also reminds her that it is a two way street and shows that you are responsible shopkeeper in that you did not give her negative feedback in return.

I bought an audio book online, after reading several rave reviews, only to discover that I should have looked at more reviews. Had I read the bunch of negative reviews that would have been very helpful in not buying this book.

I hope that people who check feedback have also learned to weigh the volume of good review over the number of negative reviews.
Hopefully your track record of 99% positive will out weigh the one negative one!

Take heart, the majority of people on Etsy are positive and there will always be a few that need to be avoided or ignored. Just keep doing what you've been doing! You are obviously doing it well.

[Former_Member]

Thanks you guys!!! I appreciate it so much and I love looking at all your amazing shops. : )

[Former_Member]

Oh, and I did get an order the other day so I'm not a total leper. ; )