Even though this is my first post about Indie products, and it could have been dedicated to the amazing companies of the Indie world, I’d like to take a second and tell you exactly what you shouldn’t expect from a small business by giving you a real-life example.
The Etsy conversations were directly provided by the buyer, who put the pictures on imgur. The black and white pictures of reddit were my own.
|If you’d like to read the rest, it can be found here!|
- Buyer (let’s call her D) purchases from Etsy shop Flawlessyou on 11/18.
- Flawlessyou owner creates shipping label same day. Never updates.
- D leaves a review telling her side of the story. In this review, she states:
- Quality of product can’t be commented on, as it was a gift.
- Order was RECEIVED 12/16
- D had to follow up with seller.
- 11/18 – Flawlessyou owner makes shipping label.
- 11/30 – D asks about status.
- 12/1 – Flawlessyou owner says she will look into package and get back to D before 12/3.
- 12/3 – No follow-up message.
- 12/5 – D sends another message, Flawlessyou owner replies, saying that the package didn’t move through postal system (lost?) so owner would remake/repackage products and send them out.
- 12/11 – D asks about tracking number status on new shipment.
- 12/12 – USPS scans package in.
- All in all, D leaves a 2-star review.
- One star subtracted – length of time it took to receive order.
- One star subtracted – Needing to follow up with owner.
- One star subtracted – D took one off because it seemed that the owner was blaming USPS for processing order errors rather than owning up to it.
Another person that expects a small Etsy store to run like a huge department chain. I mailed her order originally but as I told her, multiple times, the post office lost/did not process about 10 orders that I dropped in one batch. I don’t know why but I kept this buyer up to date on everything, I even offered a full refund but as has been the case with a few others, this buyer preferred to play Scrooge than communicate to me. She preferred to leave a bad feedback, than tell me she wanted a refund. People like this are really starting to get to me emotionally. I make my products and I manage my store from my heart…it’s a passion not a business and whenever I get one of these “wonderful” people that would rather be hurtful instead of getting the issue corrected…it makes me cry.
It doesn’t take a Bachelor’s in Psychology to realize that the owner of Flawlessyou is dodging responsibility. Nowhere in that statement could it possibly be her fault, so instead, she begins to attack the customer. We would hope that this is where everything ended, but then there would be no point to this analysis.
So then D gets a message on Etsy.
And the best part of this is that you’d THINK it ends here. Not at all.
Flawlessyou’s owner finds the subreddit AND the ‘brand experiences’ board (basically a place where people can list out their experiences with companies). D made a forum to talk about Flawlessyou and the owner went on and apparently rebutted everything D said. (Now I don’t want to get in trouble, so I’m not going to say it for sure 100% absolutely was the owner. I will, however, note similarities of syntax, speech, and use of ellipses, so you can draw your own conclusions.) Not only that, but allegedly, the owner then went on that subreddit and directly started replying to comments that were downvoted. Here’s a glimpse of what was written; most of the comments went against the rules of the subreddit, so they were deleted. They still show up in the user profile, so I’ll write the deleted remarks in the captioned part.
If it makes you feel any better, the writer of the above posts then went and complained about how mods suck and how they take sides in a different subreddit. The pity party was soon derailed by a bystander.
What can we take from this?
All small businesses aren’t equal. I’ve had stellar experiences where I want to purchase just because I look forward to the customer service (and the samples!) and I hope to never have an experience like this.
Before the new year, I’ll post an Intro to Indies, and what you can expect when browsing/purchasing from them – definitely NOT this though!
Even if this is a bit off-topic from the usual things I post, this is a good place to start, and I hope you’re excited to learn with me about happier, prettier, sparkly, smelly, gourmand-y, soapy, goodies!
Let me know what you think about this incident – do you think Flawlessyou was justified? Would you buy from them? Would you still want to try indies?
PS: MERRY CHRISTMAS LOVELIES!