Refund me or I leave you bad reviews....

[Poppylong]

Lately, I feel like the consumer has the right to order something, take no responsibility for anything, then demand a refund.... I feel powerless to deal with these people.

In brief, customer orders a bespoke item, says it doesn't fit, returns item with barrage of abuse.... I measure item, its correct, design is spot on.

She is now saying refund me or I'll slate your business.

Everyone always says to respond to bad reviews with positive ones (and of course I have many great reviews thank goodness!) but why should we have to deal with these threats - it drives me mad.

Has anyone experienced this?
Thank you, Poppy

 

[fisicx]

Ignore her threats. Let her leave a bad review. Don't let these people wear you down. Red wine is and excellent solution to the stress

 

[Newchodge]

Or, advise her that, as there is no justification for a bad review in these circumstances, that you will report her to the police for blackmail. Otherwise known as 'demanding money with menaces' which is what she is doing.

EDIT: PS, I prefer a decent gin and tonic

 

[MBE1]

If she does leave a bad review respond with the original email threatening yourself, people will ignore it for what it is.

I had a client claim non receipt of an item, demanding a refund, but she decided to pay when I sent a copy of her facebook photos showing off the newly arrived item from myself in her house.

 

[HighProxies]

I like your idea of leaving a positive when they leave a negative. They always say bad publicity helps as well. Not everyone can be 100% satisfied.

 

[Paul Kelly ICHYB]

As mentitled, let them post a bad review and then counter with their email.

If reviews are so important to you, how do you manage your online reputation?

 

[Paul Norman]

The 'Ebay' mentality of being afraid of a bad review is driving poor business decisions, not good customer service.

People reading reviews do understand that some customers are never happy.

Make sure you deliver good customer service. Do it consistently. Let the occasional bad customer quickly pass into history.

 

[john1989]

Dear Mrs Smith,

Thank you for your recent communication with us.

I can confirm that the matter has been investigated, and unfortunately, in this case, no refund is due.

It would seem that on the day you ordered, our resident clairvoyant was not in the office. We therefore had to make the product based on the specifications you provided us with.

The product was made exactly to those specification (see attached).

I have no problem with you leaving a review of our good business online, and we actively encourage customers to do so. But should it not resemble the facts of the case, I will have no choice but to respond in full to set the matter straight. I wouldn’t want customers, past, future and present to be misguided.


Kindest Regards,

Business Owner

 

[The Byre]

Or, advise her that, as there is no justification for a bad review in these circumstances, that you will report her to the police for blackmail. Otherwise known as 'demanding money with menaces' which is what she is doing.

This. You even have written evidence that she intends to do this!

 

[beasty]

To be honest, when someone says I WILL CRUSH YOU ONLINE, it is a great advert for you, just be reasonable and professional, people will instantly see this and your angry customer will become an advert for you.

Set up a few google alerts so you can be notified of posts, thank them for posting as you welcome the opportunity to delight, the bespoke item was checked and certainly matched the spec you require, we also checked our devices for checking and they too are ok.

What can we do to make you happy? Your wish is our command

Just turn each ranter into an advert for your wonderful service, better than paid adverts
(Does not mean you cannot report them too!)

 

[Northstar100]

Be interesting to see the outcome of this.

 

[CW Legal Services]

I am coming across this more and more and we have acted for clients in these matters. The power of online reviews. The critics hated Titanic and Mr Blobby went to number 1 in the charts. Go back to the person and warn them that you will not hesiate to act under the Malicious Communications Act. However, if they post a review and what they say is false state what they said to you verbatim and use what I call the South West Airlines marketing strategy (where an Amercian airline CEO spoke to the rational side of his customers when being bullied by a bigger airline) and use her venom as publicity. Tell your customers what a great service you provide, but your great service does not extend to dishonest people.

 

[MBE1]

Many companies seen as leaders in their fields receive many complaints, such as Marks and Spencer, they still do very well, complaints are inevitable in business, it's how you deal with them that decides how damaging they can be to the business.

Too many business owners take complaints as a personal insult, they can be an opportunity as well as a problem.

 

[ilya]

What a jerk.
Reply in a professional manner and further ignore their low-minded behavior.