How I Deal With Negative Etsy Reviews/Feedback

[@virgorose8406]

I understand the part about messaging them right away to try to fix the issue. Sometimes after replying to a message about a complaint I’ve offered to send them a different size or tell them to send it back for a refund. Twice they refused to send it back and still went and left negative reviews. Some ppl no matter how nice and professional you were to them they are extremely rude and feel they have to right to insult you.

[@belovedchaos1]

Thank you for this video! I feel so much better now! ❤ Had my first 4 star even though they loved the item. It’s good to know I could always improve my customer service!

[@94gymnast]

A got a 2 star rating today which shocked me because I have all 5 star reviews other than that one. I've sold online for 10 years (more on Ebay than Etsy), so I'm used to dealing with high maintenance customers. Had this customer messaged me I would have refunded her immediately. I still gave her a refund though I don't expect she'll change the feedback. She purchased a lingerie body chain and insisted it broke. While I belive that it did break I also have concluded it likely broke due to her mishandling the product.. The chain is pretty durable, she said the clasp broke. I've tested the product pretty thoroughly and the only way I could break it is if I was being extremely rough with it or pulling on it violently. If it broke due to my own error I would love to know how so I could improve it, but I do not believe that is what happened. Unfortunately you can't please everyone. Maybe she was drunk and ripped it, I will never know.

[@Maddy-mo4wz]

I just got my first 4 star review and the customer left no feedback. I know 4 stars is not a bad review, but I wish I knew what I could have done to get 5 stars. It made me feel better listening to your stories about bad reviews, made me feel not alone and a little bit better about the 4 stars. Ty

[@youraverageguy5746]

The thing about this platform is that it's a bit too flexible on the reviews. I mean you can change your review like an on and off light switch, and correct me if I am wrong you can update the review for 90-100 days. So even the customers themselves can play around with the reviews for their own amusement if they wanted to, the policy violation is not even that strict.
You can perform at a 5 star level with a customer can but they can literally give you a 1 star review without any explanation. It's true it can happen, I once delivered this product on time to this customer, perfect service, absolutely nothing wrong with the product, she even left a comment saying everything was perfect and described in her review but she left me 3 stars. I messaged her back and she told me because it was "my review." Absolutely no flaws in this order, she just left the 3 stars there because she wanted it to be like that. I tried forwarding this to Etsy but they told me that it does not violate their policies. My store was new at the time so it was left off at a bad start for no reason.

[@queenieboyer]

New business owner and I must say keep on with these videos you have helped me out ALOT ❤️

[@charmedhandmade]

I’m so glad I can help!

[@taylorbryant4813]

Thank you for this! I’ve been freaking when I receive a review notification because I had a couple not so great reviews. My heart would sink if it was anything less than 5 stars. It all felt so personal. I’m really trying to learn how to handle my online business.

[@charmedhandmade]

That’s exactly how I felt for awhile! I didn’t even want to hear that notification sound lol

[@jessjess6386]

Girl because of your authenticity you just sold me to your shop. Otwww to order something. ✨💜😌

[@charmedhandmade]

Aw thank you so much!

[@user-ui1qw5em4d]

Best video about this issue! Thank you!

[@carolmanson4497]

Regarding the 4 star review I had a customer say the reason she NEVER gives a 5 star review is because there is always room for improvement. 🤔🤔🤔

[@charmedhandmade]

ahhh I guess I can understand that, thanks for clarifying!

[@marleanamarlianamont5939]

I always see great details with 4 stars and always wondered about that.. so thanks for the inf.. now I know

[@belovedchaos1]

It’s good to know some people rate 4 stars even when they love it for that reason.

[@jasminedyer7545]

So glad you posted this! I def ordered dead sea salt to try out a recipe. I will scratch that lol. I love how you were on it!

[@charmedhandmade]

I used regular sea salt in the past without a problem, it may just be the brand I used but I’m just gonna stay away from it all for awhile lol

[@jasminedyer7545]

@@charmedhandmade lol I hear you. Or just ship when the seasons permit. Like a seasonal product.🤔 🤷🏾‍♀️.

[@charmedhandmade]

It’s my bestseller so I had to make it work without it. But now we have a bunch of Dead Sea salt for this house haha

[@jasminedyer7545]

@@charmedhandmade lol I know thats right. I'll prob be using mine the same way. Good looking out!

[@lourdesnunez1146]

Thank you for this information. I would be upset too reading a negative review but now I know how to handle it. Lol

[@viennasugar6340]

I will just add that before contacting a customer, you want to consider whether or not you want them to drop the star rating. I read time and again on Etsy facebook groups that you should NEVER contact a buyer after a review because if they wanted to be contacted they would have reached out directly. I used to contact buyers if the review mentioned something that I could help them with and in many cases it was well received. However, one buyer reduced the star rating and edited the review to say SELLERS SHOULD NOT CONTACT BUYERS ONCE A REVIEW HAS BEEN LEFT. So, just keep this in mind before reaching out.

[@tabithajones108]

Great video

[@LovelyHair23]

Thanks for this video I needed to hear this.

[@janayau5448]

How long do you wait to hear back from the customer before responding publicly? Thank you so much for this information.

[@charmedhandmade]

I wait at least a week

[@lailaturkmen610]

Hi madame , l have a question. I have a shop on Etsy , and l am selling bag straps. My 2 bestseller listings deactivated by Etsy. Can you help me ! I need help , Thank you so much

[@94gymnast]

Sometimes etsy deactivates listings for copyright infringement or a policy violation. Etys should tell you why the listing was deactivated. Sometimes listings are deactivated in error though, so it's best to email Etsy if you're not sure.

[@aykutbarazi5359]

Thanks for the video which is very useful for new sellers on Etsy like me. What if we did everything right, but still not get any response from customer? Can we open a case to Etsy to tell them what actions did we take in order to solve issue, even offered a full refund but customer did not reply at all. Do they remove the review? Or our last chance is to leave a public reply.

[@charmedhandmade]

It depends on what the issue was. If the item was damaged and they blame USPS in the review, then Etsy will most likely take it down. But if the customer states that they just didn't like the item and you have tried to appease them, I'd suggest a public reply or leaving it be.

[@shablemcherrin6174]

How do you respond to a customer review that refuses to change it despite loving the fix

[@94gymnast]

My advice is to respond publicly to the review stating that you resolved the issue with the buyer, them you have to let it go, sometimes there's nothing you can do, there will always be high maintenance customers

[@angelissaa6262]

Can you hide reviews from shop

[@charmedhandmade]

Unfortunately you can’t. Even if you delete the item, the review will remain

[@megmorningstar4250]

9:17 I HATE when people buy skincare not suitable for their skin type and leave bad reviews, and I'm not the small business owner myself! like... know your skin, its needs and problems - buy proper products and don't litter someone's reviews with stupid claims xd oh, yeah. money aspect is also important, bc you need to buy the product twice - second time hopefully more suitable.for your skin xd

[@HeyyyHR]

I live in SC too! I live in Charleston, SC. What part of SC do you live in?

[@charmedhandmade]

Awesome! I'm in Greenville