customers that are unreasonable

[Bumblebeebabe]

I had this person win a few Mystery Items.  I decided to make them something they did not hate so I asked what they did not like. They said they hated bakery and spicy...So I made fruit and floral. Now My TaT was really behind at this point and everyone knew that. I was very honest that I was newer and had taken way to many custom orders at one time and I was trying to fix it. I felt so bad but was always very honest about this. I was running about a month and a half. It was not good but I did learn from my mistake and all my customers seemed totally fine. As long as I let everyone know they were ok. So at a little less than a month a got a message from this customer writes asking where the free stuff was. I reminded the “customer” that my TaT was very behind but I would get to it. Then at about a month the customer wrote back. I checked the message but did not respond right away because I had a very sick child with a high fever. I had planned on writing back a little later….the customer wrote me a nasty message saying I was horrible and so on. I then wrote back saying I would just send her stuff the next day but my son was very sick. I said I was so sorry for not answering right away but he needed me. I even told them I would add a couple items to their order to say I was sorry.  The customer told me they were so sorry for acting like that and said “don’t worry’ just take care of your son” now I took that to mean I could send the stuff after he was better so a few days later I get a letter from this customer saying they are going to bad mouth my business and I am a horrible vendor and so. I explained I had thought they were saying I could send it when he was better. I felt really bad and even offered to give the customer a free $10 GC and free shipping  when my website opens so they could see how things had changed with the new way I am doing things to keep the tat down.  The customer said they did not know because they “felt very cheated” I said I understood they were upset but I would send them the order that day and they could choose to get the GC after that if they wanted…So I sent they customer scent shots 4 of them (it was supposed to just be 3) and they were all filled to the fill line. I also sent a big heart with shapes on it weighing at least 3.5 oz. Now this heart was from the very end of Jan but it was an extra I added so I had NOT made this just for her. Also my wax gets stronger with time not weaker so I thought 3 months was good (I know the throw on this good because I had just melted one of these) I got a message back saying that the customer “was not impressed” and that I am a horrible vendor and they hope I never treat anyone else like I did them….That it was not ok that I sent floral scents because they don’t like floral scents. They also said I was so horrible for sending not totally filled to the top scent shots and some “pretty old wax”  Like I said before all my Scent shots were filled to the fill line and the oldest was from the end of Jan. Some vendors take that long to cure so I do not think that is too old. I know my wax and I know it is good still.  They customer never even bothered to melt any of it. I do not know if they will or not. So I wrote back and said I was sorry they felt that way. I explained I had not been told by them that they did not like florals when I asked, So I did not realize that. I only knew to leave out Bakery Scents. I explained that the extra big piece  was from Jan because it was the extra I added to say I was sorry. I said I hope they have good luck in their business and in their future wax buying.

 

I was honest from the start and did everything I could to make them happy. I feel really bad…or I did until I found out the customer  has only been melting wax for a couple months and is now going into business with a friend to start making wax….Now I feel angry…. I am in the wrong here? How would you have handled this?

[barncat]

not sure what TAT is?

 

I would just tell her you will refund all her money she paid LOL....just get over it and move on.  It was free, and she did not pay for it, so she had nothing too loose. I would suggest in the future if you are giving something away, already have it made and send it right out.

[justajesuschick]

Sorry that you had this experience. I will start by telling you that the online wax world can be a rough place. Customer service is a BIG sticking point. Selling online is something that I stayed away from for quite awhile for reasons like your post. They expect a lot and they do not forget. They are also VERY vocal and share a LOT amongst themselves.

 

You did what you could do in communicating TAT. I only sell RTS to avoid these types of issues. I might have grabbed what i had, stuck it in a box and mailed it. It was a gift and it was a "mystery". Or next time you do something similar, have a box of extras ready to go so that you can ship right away.

 

I know the theory is that it was free so they should not be picky about when it arrives but somehow that gets bypassed.

 

With all of that said, you will want to have your wax blend down solid, have had several unbiased people (not friends and family) test it and know that your scents are good and long lasting. Once you open a site, you have once chance to make your impression. Customers will not expect that you are still working on things if you are selling. All of that needs to be locked down.

 

Best of luck with things!

Edited May 11, 2014 by justajesuschick

[justajesuschick]

not sure what TAT is?

 

I would just tell her you will refund all her money she paid LOL....just get over it and move on.  It was free, and she did not pay for it, so she had nothing too loose. I would suggest in the future if you are giving something away, already have it made and send it right out.

TAT=Turn Around Time

[Bumblebeebabe]

I totally agree with rts only. Taking custom orders is How it got so bad....I had done all my testing and my wax is great. I have customers coming back all the time. However that was the problem I grew faster then expected. I had to put a stop to custom orders. I may do a sign up sheet for them later but now it is going to be just rts. What gets me is How she and her daughter are starting to do wax in a couple months and has already got a web address for it. She has admitted to only melting wax for 2 or 3 months and has stated in posts that her web business for soap has hardly had any business. So I feel like she is ordering from other vendors or getting destash items to try to learn How we all do it. And I think she will be like all those others who throw wax out there that is No good.

[David Fields]

Wow. sorry this happened to you. We sell a lot on line and run into customers like this one and worse often. How we handle it...IF it is our fault we bend over backwards to make it right. It's our fault and not the customer's. IF it is the customer's fault or their perception, we say sorry you feel that way and hope you will try us again in the future. We do not get into a pissing contest with them. We explain our position and move on. We don't care if they bad-mouth us. Big deal. Our mail-order business is big and growing fast. You will always get overly picky customers and (the worst...someone trying to get something free). We try to be firm, fair and final. Not enough time in the day to spend pleasing customers. There are more waiting in the wings.

[justajesuschick]

I would focus on the things that you can influence. Work on ensuring that you have CS that people are posting about.
I am friends with many of the bigger online sellers and several have purchased from me or we have swapped. I am not worried that any of them are going to try and figure out my wax blend or FO's.
Many new sellers think that they can just find a wax labeled "Tart Blend" from any supplier, toss it in a double boiler, add FO, pour, sell within a month and be as successful as the top online sellers. People will figure out that does not work. Them AND those to whom they sell. Using a scale, finding a good wax blend and being mindful of temperatures is only the beginning of things many are not considering.
Spend your time and energy on your business and the results will manifest!

[Vicky_CO]

I have gone away and come back to this 6 times. I have to say something not to be mean but I am seeing this differently than most here I guess.

 

What I see is you have broke your word to this person twice. First time you broke your word was when you did not get the items out in a reasonable amount of time from them winning what ever contest you had going. Second time was when you said you would send them out the next day and did not send them. If you could not get them out the next day you should not have promised. Yes I understand your child was sick but you made the promise even knowing he was sick. Just because you thought she had let you off the hook does not matter you made the promise.

 

Weather she liked or did not like them is a whole other issue. Weather she is going to make melt herself is not part of the issue of her being angry over not getting the items when promised.

[Noodle]

I agree with Vicky. It is great that you explained your situation to your customers and that they are so understanding. But you need to figure out how to manage your business more smoothly, so there is not such a wait and no need for so many explanations. I know this customer won free stuff and she should not have complained about the scents and products once she finally received everything. I think that her only complaints should have been about the wait time. I do not mean to insult you.  I just think that it is important for you to see the big picture so that you can improve your situation.

Edited May 12, 2014 by Noodle

[Guest OldGlory]

I think of the times a supplier has offered a free sample. It would really try my patience to wait for 6 weeks for that sample. I agree with the few posts before mine - making people wait tells them how unimportant they are to you, and I think that's the real issue.

[Bumblebeebabe]

I agree that my tat was bad. I was honest with everyone. I was not just not sending hers because it was free....everyone was running behind. I did learn what I have been doing wrong. I am only human and Yes I spent a lot of time testing and a lot if hard work into getting it right. But I did not realize How hard it is to get custom orders and paperwork done in timely manor. I did make abig mmistake. I could have understood the customer being upset. If I had not been totally honest fro. The very start. And Yes being to not to worry and just take care of my son would mean to most people that it is OK to ship later....and what mother with a very sick child would not except they offer from what they thought was a kind customer. I have offered refunds to those who were very.late and if she had paid I would have done the same. I still shipped there orders as well. Since they had waited. I had totally messed up with my tat and felt horrible. But all I could do was offer her free stuff and free shipping in the future. It was How she acted and handle everything even though she new my tat was behind to start with.

[Bumblebeebabe]

I do see Where you are coming from though....if my tat is good it won't matter. If I have everything down and running smoothly then there will be No reason to complain. And that is what I want to offer my customers....I want to have No reason for any one to say I am not doing all I can. Thank you for reminding me of that. I should see this as a learning experience. A way to grow.

[Guest OldGlory]

The world of retail is tricky. 99 things done right and 1 thing done wrong, and suddenly there are dozens of people complaining about that 1 thing done wrong. It's the nature of the beast, and it happens across the board to every single retailer. Doesn't matter if your customers are millionaires or living below the poverty level. The internet makes it a hundred times worse because so much can be done anonymously.

It's ridiculous, feels VERY unfair, but it is what it is. We all learn lessons the hard way. Just do what you can to set things straight and move on.

And, seriously, crazy customers are everywhere. If I were in your shoes, I wouldn't sell her anything or give her anything once you've settled this incident. You can live without that!

[justajesuschick]

I do see Where you are coming from though....if my tat is good it won't matter. If I have everything down and running smoothly then there will be No reason to complain. And that is what I want to offer my customers....I want to have No reason for any one to say I am not doing all I can. Thank you for reminding me of that. I should see this as a learning experience. A way to grow.

Correct! Online retail is such a different thing. ESPECIALLY the online wax world. Sociologically speaking, it is truly a sub-culture. People are willing to wait even 6 months for an order (just saw that some are still awaiting orders from a BIG online seller that they placed New Year's Day) as long as TAT is clearly shared. The sheer number of very active wax Facebook groups is proof of how strong an entity it is. They share information-good and bad-and an online seller can be a rockstar or finished in a matter of posts.

 

This lesson will help you better know which direction you want to take your business. Custom, RTS, how you will communicate TAT and the like. You are correct about the paperwork. That and shipping out orders takes more time than I imagined. You now have a clearer idea how you will factor your time and your family into each of those decisions and choices. That is all good!

[annie123]

You should just have sent items you had on hands. 

 

When you sell online customers expect you to be there 24/7, they don't care if you are dead or if your house burned down.   They want handmade - custom - not too expensive - and right away.  My policies and turn around time are clearly posted all over my Etsy store but  people don't read anymore.  Plus the internet makes it very easy to give people plenty of "poop' without any real consequence.  And don't forget the seller is ALWAYS wrong whatever the circumstances.