Has anyone had customers constantly asking questions through Facebook messenger, about an item for sale on Folksy? The customer was messaging me over the course of a week, then stopped then the middle of last week started again, then said she had decided not to purchase, then Friday evening I received an order from her, so posted to her on Saturday, she has contacted me today to say that she has received her items, but she wanted to know if they were new as according to her they smelt used and couldn’t give as a gift because they could of come from a charity shop, and she had paid for new, and implied that, that was where they were from as they smell of either fabric softener or air freshener, she is not happy and has threatened to give a 1 star review, although she says the items are lovely, and she can see they are hand made and lot of work so not sure what to make of it. Has anyone else experienced this?
Offer her a full refund on receipt of the returned item. Nothing else. Sounds like theyre after a refund and keeping the item. No refund till youve got the item in your hands.
A genuine buyer wont have an issue with that. A scammer likely will.
Id also email admin @folksy.com to let them know of the threats, forward the email from your buyer.
She’s not asking for a refund yet, she seems happy enough otherwise, i thought she might be wanting a refund or a discount
Just to say I would do exactly as @Beesandblossoms suggests. Offering a refund quickly, even if its not asked for, puts you in the driving seat, and makes it clear that a discount or other is not on the cards.
I would also contact folksy admin, I don’t think threatening a low review is what a decent buyer would be about. Sounds a bit like a sort of blackmail. Good luck.
Thanks for the advice, i will email Folksy so that they are aware
Sorry to hear this has happened to you.
Since your customer has says she may leave you a 1 star review I would inform Folksy to keep them in the loop in case this does happen.
It doesn’t seem clear exactly what your customer wants from you. Is it just a reply they are new and an explanation of the smell of the item - or does she want a refund as she doesn’t want to give them as a gift. x
I think she wanted an explanation because she thought they weren’t new and had been used. I was very insulted by that accusation, after spending many hours crocheting them, i can only think that maybe they have picked up scents from my clothing, she seems to be ultra sensitive because she said she doesn’t use any kind of chemicals or air fresheners in her home, i dont think she wants a refund as she said she will leave the conversation.
I kind of understand if she doesn’t use those products but it was the nature of the messages that were upsetting
That is very upsetting for you Ann, I know how I would feel if that happened to me. As others have mentioned it seems unclear what the customer actually wanted you to do, as for the 1 star review comment, that is just horrible and completely unjustified. Focus on the enjoyment and positive things that you gain from having your shop and try and put the experience behind you x
Thank you for your kind words, hopefully she has second thoughts, i would rather have no review than 1 star