Hi, completely my own fault, I missed seeing message sent with order after I have posted it. A customer wanted an order sending to a different address (to a friend). To rectify I sent another delivery to the correct address and contacted the customer to explain using the email provided. The customer has left we a nice review but it includes the fact that I sent to wrong address and she does not seem to know that the problem was rectified. I guess the email may have gone into spam folder. Feeling a bit frustrated.
It’s easily done and you did pick it up and fix it so is a shame the customer didn’t realise that. I think they sometimes don’t notice our emails as they come from our personal email address - reminds me that someone suggested I should set up a dedicated email address with my shop name, but that’d mean remembering to check it.
It may be that your customer does now realise after they left the feedback but if I were you I’d defo email them again (with Folksy ‘your order’ and your shop name in the email title) - just to thank them for their feedback and reassure them that you also sent the item to their friend and emailed so you’re sorry if they didn’t realise. I’d apologies for not seeing their note and recommend they update the postal address field if ordering in the future from sellers (I’d be careful with wording on this one so comes across as a ‘helpful suggestion’ and not criticism).
I know unfair feedback can be removed but I’m not sure if customers can change it (suspect not) or redo it after removal so you might lose the good parts too. If you’d rather have this feedback removed contact Folksy Admin and ask if they’ll remove it based on the circumstances.
Your flowers are lovely btw, I had dried flowers for my weddings - much less hassle then real and easier to keep.
That’s a shame. I have also missed messages on orders, although luckily nothing with dire consequences, but I don’t really think they are obvious enough. You did what you could to put it right, you certainly wouldn’t get that level of service everywhere, and I’m sure the customer will be very grateful once she realises her friend has received her gift. I hope it works out xxx
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I’ve just had another thought. Isn’t there a section when you place a Folksy order for you to put an alternative delivery address?
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Just thinking, based on the circumstances you could probably ask Folksy to consider removing the comment but leave the 5 stars.
Thank you very much for the advice, I will take a deep breath and have a think 
I’m not sure…
@feelfeltfound It’s not possible to remove the text but leave the stars, it’s all or nothing. If the buyer contacts support they can ask for the review to removed and to leave a new one.
Thank you for all of your help. I have written to admin and they have kindly remove the review, not least because it contained personal information. They have also kindly contacted the seller to let them know that I sent that I sent a second parcel.
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