I received a negative feedback tonight.
It's been a long time since this has happened.
The last person who left a negative feedback for me was unhappy with how long they had to wait to receive their order, despite the fact that they were made aware of how long it took before they purchased. But they wanted the wings anyway and to leave a negative feedback after they received them. Oh well, what could I do. =/
Tonight I received my second negative feedback. This would be my second negative feedback after more than 4 years of business and over 6000 sales.
I am very saddened to have received a negative feedback at all, as I strive to create beautiful, well made items, and I work hard to provide excellent customer service. My #1 goal is to make each and every Tiara's Boutique customer a happy one, and I think I've done a pretty good job of it over the years, especially considering just how many happy and loyal customers I see returning all the time!
Unfortunately, this customer was not one, and it breaks my heart. =( I did everything I could to make this customer happy, same things I do for every customer. But it appears it just wasn't enough.
Etsy did not allow me enough space to include all of the references to our communications, so I am posting my original statement in it's full version below:
"[customer] contacted me on Nov. 27th about creating a custom pair of fairy wings to be displayed in her daughter's room. We messaged back and forth discussing the colors she'd like. In a convo she sent on Nov. 27th, she stated, "There are a few pinks in [customer's daughter] room: a light peachy-pink, a Barbie or bubblegum pink, and a peony or raspberry pink. So, if the wings could be created using those three pinks, I would be over the moon! I imagine the ribbon edging would be best in either the bublegum pink or the dark pink, leaving the panel and the glitter veining to the lighter colors."
In my response to this message, I included a few examples for reference, "Here are some examples of other versions of the Tinkerbell wings in pinks:
www.etsy.com/listing/56557791/design-your-own-pixie-wings-handmadewww.etsy.com/listing/49992706/elina-sweet-baby-pixie-set-3-piece-set
www.etsy.com/listing/48904954/pink-tink-includes-custom-handmade-pixie"
She said that the ribbon edge in the examples was too bright of a pink, " How about using these colours and incorporating a bit of peachy-pink too? "
Thank you for the links. The ribbon edge is a bit too shocking pink for me but I like the idea of a deeper pink on the edge."
Thank you for the links. The ribbon edge is a bit too shocking pink for me but I like the idea of a deeper pink on the edge."
and included a photo of the tutu in this listing: http://www.etsy.com/listing/62559954/perfectly-pinkalicious-custom-sewn-3
I described the colors used in the tutu and included my thoughts on the peachy-pink, to which she responded: "I think using the mid-range "pink" may be the way to go. We don't have to use a peachy-pink; it's okay."
This was her last message to me on Nov. 27th.
As it stood, she had requested a pair of fairy wings made with pink fabric panels, pink glitter, and dark (not neon) pink ribbon.
On the morning of Nov. 28th she asked how to purchase the wings, then placed an order before receiving a response from me.
I sent an order confirmation, thanking her for her order and confirming that she understood that all handmade wings have a turn around of 4 weeks for completion but offered to do my best to complete them in time for Christmas if she was hoping to use them as a Christmas gift. She acknowledged the turnaround and said it would be fantastic if I could get them to her in time.
On December 17th, 2 1/2 weeks after the order was placed, I shipped out a pair of large fairy wings created with pink fabric panels, pink glitter, and raspberry pink ribbon edging.
On December 28th I received a message stating, " Unfortunately, though I like the outer ribbon color, the inner wings were done in the white irridescent, not the light pink for the material and the medium pink for the swirls, we discussed. I went back over our e-mails to be certain I remember correctly. We discussed using the three shades of pink, leaving the warmer pink for the flower (which you did). They're pretty but they aren't what I custom ordered. :( Please let me know how you'd like to handle this. I'm sorry but I have learned the hard and expensive way, to say something."
To which I responded, "I am so sorry to hear that you are disappointed with your purchase. I had reviewed the details of your order numerous times throughout the process of making your wings. I'm not sure if there was some confusion.
Your wings are made with pink fabric, pink shimmer glitter, and the raspberry ribbon. I know it appears very light, but the fabric is pink organza. If you would like, I'd be happy to send you swatches of both my pink organza as well as the white organza so you can see the difference, and compare them to your wings. A key part of your details that I referred to while making your wings was this statement: "There are a few pinks in Sianna's room: a light peachy-pink, a Barbie or bubblegum pink, and a peony or raspberry pink. So, if the wings could be created using those three pinks, I would be over the moon! I imagine the ribbon edging would be best in either the bublegum pink or the dark pink, leaving the panel and the glitter veining to the lighter colors." Since you decided not to include any of the peachy-pink, I used "pink" for both the fabric panels and the glitter veining. The fabric is a true pink, not a light pink, but because it is a sheer fabric, and placed against the deep raspberry pink, it appears to be very light. And the pink glitter is basically the same. It is on the lighter side, but I was afraid that the next shade darker would be too "hot pink", which you asked me to stay away from. =(
I am so very sorry to know that they are not what you had envisioned. If you would like to send them back to me, I would be able to go over the glitter with a darker shade, but I'm afraid I wouldn't be able to adjust the fabric in any way."
[customer] responded once more, stating, "Thank you for responding to my e-mail. It looks as though there was some sort of miscommunication between what I envisioned, we discussed, and the final product. I honestly had no idea the pink organza would be so pale, nor the glitter swirls. My vision was more colorful and a true, defined gradation of pinks. Looking back, I even referenced examples of your work that had a similar look.
That said, it doesn't sound like there is much to be done to remedy the situation. I will have [customer's daughter] play with these wings and find others, eventually, to use as decor in her bedroom. I am definitely disappointed. "
I made the wings exactly as she had asked. The one and only example she included in our detailed communications was of the tutu above which contained mostly hot pink, a color she made very clear that she did not want included in her wings, and a color I made sure was not included in her wings.
I sent one last message offering for her to return them for a full refund, "Again, I am so very sorry. I reviewed all of the information over and over, and I thought I understood what you wanted. If you are truly unhappy with them, you are welcome to send them back for a refund." to which I received a negative feedback that reads, "After detailed communications describing and agreeing to the colors for my daughter's custom wings, (including similar color examples of the vendor's previous sales) I am extremely disappointed with the wings. The colors are not at all what we discussed. The wings were supposed to serve as room decor when not in use; with these colors, that isn't going to be possible.., well, it would be "possible" but not very attractive. Now, I will eventually purchase other wings for her room, leaving these strictly for play. What a disappointment, an expensive one at that."
I was in constant and prompt contact with [customer], I made her custom wings exactly to her specifications, I went above and beyond during a very busy holiday season, and even offered to do what I could to make the wings better or take them back for a full refund. I am very sorry that the wings were not created how [customer] envisioned them, but unfortunately it seems that I am not able to create what she had in mind. Maybe she should have sought out another vendor who was capable of providing something more along those lines, but she chose my wings, fully aware of my style. I don't know what more I could have done to make [customer] happy. If she is so worried about how expensive they are, she should have accepted to send them back for a refund.
I do not feel that a negative feedback rating is warranted in any way, and I honestly don't know what more I could have done to make this customer happy."
