I once reported a review with the exact shipping situation you described. Everything was on time, but USPS was slow getting it to the customer. The entirety of the review was blaming me for slow shipping because it had missed a birthday. Etsy didn’t remove it. Then I’ve had a review where someone was promoting another shop that sold similar items, so I reported it as shilling. It wasn’t removed either. Honestly, I don’t think anyone looks at the reported reviews half the time. Etsy needs to do a better job supporting their sellers. I’m still confused as to why I can’t have different product sizes and shipping weights within the same listing if I’m offering different sizes. It’s frustrating.
Etsy's Customer Service is a ZERO. I expect the worse from them so I am never disappointed. I always love a company that expects straight A's from you while they don't try to get better than a F.
Etsy has some of the poorest seller support in the world! If you have 100 reviews, and two buyers gave you a 1-star rating, your overall rating will drop down to something like 4.5 stars. And to get back to that 5 stars rating again, you would need around 19 positive reviews, which is 19 buyers have to leave you 5 stars!. That kind of sucks! Why would 2-3 buyers giving 1-star reviews bring your ratings down 4.5 but I would 19 buyers in other to get back to 5 stars?
Etsy doesn't care, they do not delete reviews even if it is against their own policy. I shared screenshots, underlined the issue. Nothing works, they don't even read. I also tried to open a dispute against support who declined my report, they just kept responding the same that they didn't see anything to be deleted. I also hate that Etsy allows to leave bad reviews with empty comment. Sometimes customers just press 1 star by accident and don't even know... Another thing that makes me mad is when a customer lies in a review and I can do nothing. Etsy support is the worst, they can charge me for the order even if there were no mistakes from my side, and it's a customer's bad. So....
I have never gotten a one review removed based on slow shipping. They either say it's not eligible for removal or don't bother responding Only if the buyer specifically says in the review something like "USPS took to long to deliver my package" which they very rarely do, they will directly blame the seller as if we are the post office and if you got one removed over that than you are one of the few lucky ones. I have also gotten one stars because of the stupid Etsy prompt to leave a review when the package has been slowed down by the post office. Many buyers will say "I can't leave a review for something I haven't received" or "never received package" and no matter how nicely you ask some buyers they won't take the time to revise the feedback and Etsy won't change that either even though it was a situation "out of the sellers control". So I wish it really was as easy as you describe to get Etsy to remove a review for this reason, but I would also tell people not to get their hopes up on this one as their are nine million stories online about this happening to sellers and it is extremely difficult to get Etsy to do this.
I have a 1 star review right now in my shop. This person purchased my item, and then proceeded to make a shop, listed my item EXACTLY word for word, and even copied my listing photos which is why I have in my Commercial Use Terms you CANNOT use my listing photos. Because of this exact person right here. The other reviews speak for themselves. He copied every single thing on my listing and downloaded my listing photos, logo, business name and EVERYTHING. He tried to act as if he were me but he failed and he got caught right away because he was infringing copyright. I reported it to Etsy. I’m hoping they will take it down.
Hi Amy, I got a 3 star review, but there was no comment. I have been in touch with the buyer. Long story short, it's a situation where I did everything I could, but the buyer seems displeased. I believe some of it is based on their user experience, for example, the buyer didn't know how to download files on etsy, or how to fill out the forms correctly even with clear instructions (potential language barrier). The buyer is not acknowledging this of course, and has said that the reason for the review is that he/she was not happy with the service. What would you suggest?
Thank you so much for your advice! Have you had a situation when customers leave 3 stars or less without any review (just a rating) and when I'm trying to contact with the customer they just ignore my messages? I don/t know what to do with these types of cases :(
That’s frustrating and, in that case, there is not much you can do if they didn’t leave an explanation and won’t respond to you. If you do choose to respond publicly to the review, I would just say something to the effect of ‘I tried to contact the customer but was unable to reach them. Customer service is very important to me and I’m always happy to help my customers.’ This shows future customers you tried and you care. Sadly, some customers are just impossible to please and get the 5 star review.
I feel you. I had the same situation with my shop. Customer was so happy with all the pictures! I even did things for free for her and a rush order at no extra cost. She gave me 1 star review and stopped replying my messages. I'm still wondering what went wrong. It's so frustrating
There’s a shop that sells ingredients and cookbooks via digital downloads. I seen a review of a customer leaving the ingredients on the review 🙄 I was infuriated for the shop owner smh! I’m wondering if shop owners can have Etsy remove those kind of reviews 🤔
A customer left one star in my shop, the first time that happened was due to getting attention. I reported the comment. But responded due to being a day late seeing it. What can I do? She did it to get attention.
Aw man, I wish I knew about the posting response locking the review in thing. That's the first thing I did. My first ever etsy review was a one star due to that customer not watching the tutorial that came with the item :( that one item was in like 20 peoples baskets until that review dropped now my etsy shop is practically dead and I'm torn over it. Good to know for the future tho.
Have you ever had an issue with customer not reading the description box with details and directions on how to request customizations. Specifically stating that a message to seller after purchase with customization requests is required for any customization to this specific product and if no message is sent after purchase then the product will come as seen in the photos. Then the buyer leaves one star because she ordered and clicked customization but never sent what she wanted customized as stated in the description box. And this is all an assumption because I just got a one star review and she never reached out to me I reached out to her to see if I can do anything to solve the issue and still haven’t gotten an answer back. But really the customer did not read the instructions and the order came as stated it would come, yet I get a one star for this 😢
Ugh these situations are so frustrating! I've never had that exact situation but I have been penalized with a poor review when it was customer error. While that review won't be removed, if you comment on the review in a polite way and explain what happened for future customers it should help lessen the review impact for future potential buyers. Just an idea for the future, can you change that listing so that personalization is required for the customer to even purchase it. I have this on several of my listings- I require the customer to input something in the personalization box to even make it to the check out screen. So if they do not want personalization then they write in the box "no customization" on the order. That would force them to address whether or not they want the item customized or not and hopefully avoid a similar issue in the future.
Two of my customers’ ratings came in as 1 star even though they intended 5 stars, even wrote how exited they are with my product and service. Customers are apologetic and doing everything they could to edit the rating but still show up as 1 star on my shop but strangely show on buyers’ profile as 5stars. After multiple attempts and refreshing browsers and different devices. Etsy agent acknowledges buyers’ positive intentions but wants me to escalate this to troubleshoot department. Fingers crossed I get this sorted because I’ve never had a rating below 5 apart from these two which we are know it’s a glitch from Etsy. I haven’t publicly responded to these reviews yet.
I have a lot of reviews from 2021/2020 and there is no link to flag the review because they are old (from COVID). How do I get those reviews taken down. I'm getting zero response from customer service.
I'm pretty sure you only have a few months to respond or dispute them and then the reviews are permanent so anything from a few years ago is likely permanent unfortunately.
A customer has 100 days from the date of purchase to write a review. The seller has 100 days from the last date the customer edited their review to respond to it.
I once reported a review with the exact shipping situation you described. Everything was on time, but USPS was slow getting it to the customer. The entirety of the review was blaming me for slow shipping because it had missed a birthday. Etsy didn’t remove it.
Then I’ve had a review where someone was promoting another shop that sold similar items, so I reported it as shilling. It wasn’t removed either. Honestly, I don’t think anyone looks at the reported reviews half the time. Etsy needs to do a better job supporting their sellers. I’m still confused as to why I can’t have different product sizes and shipping weights within the same listing if I’m offering different sizes. It’s frustrating.
Etsy's Customer Service is a ZERO.
I expect the worse from them so I am never disappointed.
I always love a company that expects straight A's from you while they don't try to get better than a F.
Etsy has some of the poorest seller support in the world! If you have 100 reviews, and two buyers gave you a 1-star rating, your overall rating will drop down to something like 4.5 stars. And to get back to that 5 stars rating again, you would need around 19 positive reviews, which is 19 buyers have to leave you 5 stars!. That kind of sucks! Why would 2-3 buyers giving 1-star reviews bring your ratings down 4.5 but I would 19 buyers in other to get back to 5 stars?
You can’t remove a bad review period!!!! And if you sell on Etsy you should know this
Etsy doesn't care, they do not delete reviews even if it is against their own policy. I shared screenshots, underlined the issue. Nothing works, they don't even read. I also tried to open a dispute against support who declined my report, they just kept responding the same that they didn't see anything to be deleted.
I also hate that Etsy allows to leave bad reviews with empty comment. Sometimes customers just press 1 star by accident and don't even know...
Another thing that makes me mad is when a customer lies in a review and I can do nothing.
Etsy support is the worst, they can charge me for the order even if there were no mistakes from my side, and it's a customer's bad. So....
I have never gotten a one review removed based on slow shipping. They either say it's not eligible for removal or don't bother responding Only if the buyer specifically says in the review something like "USPS took to long to deliver my package" which they very rarely do, they will directly blame the seller as if we are the post office and if you got one removed over that than you are one of the few lucky ones. I have also gotten one stars because of the stupid Etsy prompt to leave a review when the package has been slowed down by the post office. Many buyers will say "I can't leave a review for something I haven't received" or "never received package" and no matter how nicely you ask some buyers they won't take the time to revise the feedback and Etsy won't change that either even though it was a situation "out of the sellers control". So I wish it really was as easy as you describe to get Etsy to remove a review for this reason, but I would also tell people not to get their hopes up on this one as their are nine million stories online about this happening to sellers and it is extremely difficult to get Etsy to do this.
I have a 1 star review right now in my shop. This person purchased my item, and then proceeded to make a shop, listed my item EXACTLY word for word, and even copied my listing photos which is why I have in my Commercial Use Terms you CANNOT use my listing photos. Because of this exact person right here. The other reviews speak for themselves. He copied every single thing on my listing and downloaded my listing photos, logo, business name and EVERYTHING. He tried to act as if he were me but he failed and he got caught right away because he was infringing copyright. I reported it to Etsy. I’m hoping they will take it down.
Hi Amy, I got a 3 star review, but there was no comment. I have been in touch with the buyer. Long story short, it's a situation where I did everything I could, but the buyer seems displeased. I believe some of it is based on their user experience, for example, the buyer didn't know how to download files on etsy, or how to fill out the forms correctly even with clear instructions (potential language barrier). The buyer is not acknowledging this of course, and has said that the reason for the review is that he/she was not happy with the service. What would you suggest?
Thank you so much for your advice!
Have you had a situation when customers leave 3 stars or less without any review (just a rating) and when I'm trying to contact with the customer they just ignore my messages? I don/t know what to do with these types of cases :(
That’s frustrating and, in that case, there is not much you can do if they didn’t leave an explanation and won’t respond to you. If you do choose to respond publicly to the review, I would just say something to the effect of ‘I tried to contact the customer but was unable to reach them. Customer service is very important to me and I’m always happy to help my customers.’ This shows future customers you tried and you care. Sadly, some customers are just impossible to please and get the 5 star review.
@@amycreates1075 Amy thank you SO MUCH! Your advice really helped and I will use what you suggested.
I feel you. I had the same situation with my shop. Customer was so happy with all the pictures! I even did things for free for her and a rush order at no extra cost. She gave me 1 star review and stopped replying my messages. I'm still wondering what went wrong. It's so frustrating
There’s a shop that sells ingredients and cookbooks via digital downloads. I seen a review of a customer leaving the ingredients on the review 🙄 I was infuriated for the shop owner smh! I’m wondering if shop owners can have Etsy remove those kind of reviews 🤔
Basically close your shop and open a new one
A customer left one star in my shop, the first time that happened was due to getting attention. I reported the comment. But responded due to being a day late seeing it. What can I do? She did it to get attention.
Aw man, I wish I knew about the posting response locking the review in thing. That's the first thing I did. My first ever etsy review was a one star due to that customer not watching the tutorial that came with the item :( that one item was in like 20 peoples baskets until that review dropped now my etsy shop is practically dead and I'm torn over it. Good to know for the future tho.
Have you ever had an issue with customer not reading the description box with details and directions on how to request customizations. Specifically stating that a message to seller after purchase with customization requests is required for any customization to this specific product and if no message is sent after purchase then the product will come as seen in the photos. Then the buyer leaves one star because she ordered and clicked customization but never sent what she wanted customized as stated in the description box. And this is all an assumption because I just got a one star review and she never reached out to me I reached out to her to see if I can do anything to solve the issue and still haven’t gotten an answer back. But really the customer did not read the instructions and the order came as stated it would come, yet I get a one star for this 😢
Ugh these situations are so frustrating! I've never had that exact situation but I have been penalized with a poor review when it was customer error. While that review won't be removed, if you comment on the review in a polite way and explain what happened for future customers it should help lessen the review impact for future potential buyers.
Just an idea for the future, can you change that listing so that personalization is required for the customer to even purchase it. I have this on several of my listings- I require the customer to input something in the personalization box to even make it to the check out screen. So if they do not want personalization then they write in the box "no customization" on the order. That would force them to address whether or not they want the item customized or not and hopefully avoid a similar issue in the future.
Two of my customers’ ratings came in as 1 star even though they intended 5 stars, even wrote how exited they are with my product and service. Customers are apologetic and doing everything they could to edit the rating but still show up as 1 star on my shop but strangely show on buyers’ profile as 5stars. After multiple attempts and refreshing browsers and different devices. Etsy agent acknowledges buyers’ positive intentions but wants me to escalate this to troubleshoot department. Fingers crossed I get this sorted because I’ve never had a rating below 5 apart from these two which we are know it’s a glitch from Etsy. I haven’t publicly responded to these reviews yet.
I have a lot of reviews from 2021/2020 and there is no link to flag the review because they are old (from COVID). How do I get those reviews taken down. I'm getting zero response from customer service.
I'm pretty sure you only have a few months to respond or dispute them and then the reviews are permanent so anything from a few years ago is likely permanent unfortunately.
A customer has 100 days from the date of purchase to write a review.
The seller has 100 days from the last date the customer edited their review to respond to it.
Good to know! Thank you
Thank you! I got a 1 star review because shipping wasnt spot on how customer wanted, this video was really helpful
ugh! That's horrible. I hope Etsy can get that taken off for you.