So this lady buys a ceramic planter from my shop, takes it home, and three weeks later wants a full refund because it 'doesn't match her vibe.' It's not damaged, she just changed her mind. I politely said no since our policy is 14 days and it's not defective. She flipped, called me a crook, and left a one-star review. I know I did the right thing but man, that review stings.
Refunds
A customer gave me one star after I refused a refund
Nope, youre fine. Letting people return used stuff after a month sets a bad precedent. Some customers just collect free rentals.
The 'doesn't match my vibe' excuse is wild. Did she expect the planter to consult her aura before purchase?
Honestly I wouldn't have refused. One star on Google can cost you way more than one planter. Sometimes you eat the loss. Not saying you're wrong, just that the math might not favor being right.
That's how you train customers to walk all over you though. Where's the line? Six month?
There's no perfect line. But a 14-day policy is already pretty short. If she's a regular, maybe a store credit would've been smarter. If she's a one-off, eh, screw it.
I work at a hardware store and we get this all the time. Bought a drill, used it for a weekend project, returned it Monday. People treat stores like tool libraries.
She's not a regular, first time I've seen her., And a store credit might've been a decent middle ground but honestly I was so annoyed at the 'vibe' comment I just dug in. Maybe not my finest moment.
Reply to the review calmly with your policy and move on. Future customers can usually smell a bitter review from a mile away.
SoggyWaffle's right. I've ignored bad reviews that clearly came from unreasonable people and they never hurt us. It's the polite, detailed responses that actually help.
Not sure I'd even bother replying. Sometimes the crazy just wants a stage.
I still think the refund math wins but I get why you held firm. Next time just hand her a store credit and a coupon. Bribe the crazy, it's cheaper than the review.