Hello, I’m new to the folksy forum with Nickat ( I used to be here years ago with my other shop catkin boutique.) sorry to start off on a downer, but I’ve had a bad review, and for a newly opened shop this feels pretty detrimental.
A first I was gutted, but not surprised, as her messages were somewhat rude from the start. The customer says in the review I didn’t reply to her about an item that arrived to her broken, which isn’t true. I thought at most it took a few days to get back to her, so she had a right to be angry, but when I just looked back at the emails I actually replied to her on the same day! (which is a miracle as I’m not great at checking emails)
I replied (on the same day) to apologise and offer a refund or replacement, but I then saw she had straight away opened a case against me via PayPal so said I would refund her as that’s the only option with the pp cases.
Unfortunately I can’t leave a public reply on the review to give my side of the story. Any suggestions of what to do?
The review would definitely put shoppers of, and is just untrue.
I really feel for you as I was in a similar situation on Etsy. At least there you are able to publicly reply to a review even if you can’t remove it. I would definitely contact Folksy and ask for help. I really believe there should be a bit more protection for sellers as it is becoming more common people buy a product with a deliberate intention to leave a bad review in order to destroy your business. Perhaps Folksy should think about introducing a system where the honesty of a review is checked before it’s posted as the consequences of a bad review for a seller can be catastrophic. Good luck!
I’d say to make sure you include proof of all correspondence and that the refund was issued when you contact Folksy. This will be important in proving the review is unfair as the customer’s key points are claiming that you didn’t respond and that she hasn’t had a refund.
It is possible she didn’t notice your response as it would have come from your own email address whereas she may have expected it to come from Folksy and the refund may not have gone through instantly so she may have overreacted. Please try not to be too downhearted as the earrings look beautiful - I’d suggest including more info on how you’ve made them in your listings btw.
Yes, it’s so strange. I had to think if I knew the person and wronged her in some way, as it seems she’s gone out of her way to flame me
I’m normally not toooo distraught by a bad review, as not everyone is going to like what I do. As long as I do my best on customer service I’m satisfied I’ve done all I can. But yes, having an option to leave a reply would be great.
Thank you. I’ll have to go back and look at the time scale, but I’m pretty sure it all happened in one go. And she did reply to the messages I sent, so it’s very strange she said I didn’t reply.
And thank you for the tip. I’ll try and beef out my listing information. It takes so long to think what to write!
