Very Frustrating Morning

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KenB259

KenB259

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I sold a pen on Etsy a few days ago only to get a snarky message back from the buyer because they assumed they were getting a pen stand with it, insinuating the price of the pen warranted it. This was a McKenzie Libery click with a 6 sided Celtic knot design. With the price of the components, Etsy fees and shipping, I would profit about 25 bucks. Just enough to buy another kit. I told her I'd send her the stand but why can't people just be nice and ask for a resolution without threats? Also this morning I got my biggest order yet, two ribbon boxes at $150 each. So what did I do, while packaging them, I dropped and broke both of them. I promptly refunded their money but I'm so mad at myself.
 

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Oh Ken, what a morning you are having - so sorry to hear about this. :(

Regarding the Etsy issue, I often think back to a quote from a dear friend of mine ... "Customers are cruel taskmasters at worst, and finicky at best." It always makes me smile a bit when I think about it. Your response back to her was kind and professional.

Are the broken pens easily repairable?

Hoping you have a much better rest of your day. :)

Kind regards,
Chris
 
ccharles said:
Oh Ken, what a morning you are having - so sorry to hear about this. :(

Regarding the Etsy issue, I often think back to a quote from a dear friend of mine ... "Customers are cruel taskmasters at worst, and finicky at best." It always makes me smile a bit when I think about it. Your response back to her was kind and professional.

Are the broken pens easily repairable?

Hoping you have a much better rest of your day. :)

Kind regards,
Chris
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They were not pens they were boxes and not repairable.
 
KenB259 said:
They were not pens they were boxes and not repairable.
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Re-read your post and now realize they were boxes. Argh, what a bummer. 😢

If it makes you feel any better, I was having an evening yesterday. I had finished a beautiful Broadwell Nouveau Sceptre (Gun Metal/22kt Gold) Fountain pen for my wife for Christmas - was using a really nicely figured blank of Olive Wood. Towards the end of the finishing, I noticed a hairline crack in the lower barrel. Ugh ... did the sawdust/CA trick and finished it all out. In my shop, I could no longer see the crack - it looked perfect. But once I had it sitting on my desk and admiring it, I could really see it. I am guessing it was either the lighting or it opened up further once I had it in the house and it was a bit warmer. Noooooooo, I can't give this to her! 🥵

So, back out to the shop. I cut a new 10.5mm tube, found the closest matching grain I could in my box of blanks, cut it and drilled it up, epoxied in the tube, and let it sit overnight. This morning, I turned it and am waiting for a little break to finish it up and see how it all looks together.
 
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So sorry you are having one of those mornings Ken!

Sometimes people just suck and, please no offense to anyone here, but... I think that some of the folks in the younger generations simply don't understand how to interact effectively and appropriately with others. Too much dependence on electronic communication and social media (which mostly models bad entitled behavior). Okay, my little mini rant is over. 🫣

I absolutely applaud your calmness and politeness with that customer. I don't think I could have mustered it myself.

I wonder if this customer would have expected the table and wall art in the photo if they had purchased your wooden 4th of July Firecrackers? 😬

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d_bondi said:
Sometimes people just suck and, please no offense to anyone here, but... I think that some of the folks in the younger generations simply don't understand how to interact effectively and appropriately with others. Too much dependence on electronic communication and social media (which mostly models bad entitled behavior). Okay, my little mini rant is over
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I have to agree. Real and meaningful interactions are no longer a thing anymore with those that spend all their free time on social media and communicate 99% of the time through screens. People act pretty tough and demanding behind their keyboards.

Definitely an epidemic in younger generations, but I am seeing it increasing among middle-aged folks that are addicted to their electronic devices.
 
Sorry to hear about your unfortunate experience on Etsy. I would assume that the majority of your customers are delighted with your offerings, and that is reflected in your reviews. Every now and then you will get a customer who is a PITA (Pain in the A**) - As craftsmen, we tend to remember the bad reviews more than the positive ones, because they are not the norm.

I had an Etsy customer leave me a 1-star review because the hybrid blank they purchased from me did not "have enough wood in it" - even though the listing had photos of every side of every blank. I was fuming. I waited until I cooled down to send him a note suggesting he take more time reviewing a listing before purchasing, which could reduce the likelihood of leaving an unnecessary bad review. I also gave him a refund, just because.

Here is another review that got under my skin.

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The customer took me up on my offer - he shipped the pen back to me - I cleaned it and relisted it, and it sold the same day. The second reviewer left a 5-star review.

When I get really positive reviews I also try to leave a public comment to let buyers know I am reading reviews and appreciate when they leave a nice one.

Sorry to hear about your beautiful ribbon boxes. That is a real shame.
 

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KenB259 said:
I sold a pen on Etsy a few days ago only to get a snarky message back from the buyer because they assumed they were getting a pen stand with it, insinuating the price of the pen warranted it. This was a McKenzie Libery click with a 6 sided Celtic knot design. With the price of the components, Etsy fees and shipping, I would profit about 25 bucks. Just enough to buy another kit. I told her I'd send her the stand but why can't people just be nice and ask for a resolution without threats? Also this morning I got my biggest order yet, two ribbon boxes at $150 each. So what did I do, while packaging them, I dropped and broke both of them. I promptly refunded their money but I'm so mad at myself.
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KenB259 said:
I sold a pen on Etsy a few days ago only to get a snarky message back from the buyer because they assumed they were getting a pen stand with it, insinuating the price of the pen warranted it. This was a McKenzie Libery click with a 6 sided Celtic knot design. With the price of the components, Etsy fees and shipping, I would profit about 25 bucks. Just enough to buy another kit. I told her I'd send her the stand but why can't people just be nice and ask for a resolution without threats? Also this morning I got my biggest order yet, two ribbon boxes at $150 each. So what did I do, while packaging them, I dropped and broke both of them. I promptly refunded their money but I'm so mad at myself.
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Looks like putting disclaimer on all products might be a good idea e.g. display not included. You were nicer than I would have been.
 
Momma said there would be days like that. Had a few myself recently.
As for the stand, why would they need a stand? Sit and look at it? You might consider some sort of background to display a pen but wouldn't be considered part of the deal. As mentioned, disclaimer: Stand not included. Lots of advertisers have this as a footnote.
Hang in there!
 
That's the problem with dealing with the public. Some people are super nice, most people are at least reasonable, but then there's the entitled bunch. Bottom line is, you took the high road and went the extra mile to make them satisfied. And by sharing it here, we all learned something to remember when selling stuff.

The ribbon boxes, well, that just sucks. Unfortunately the best we can do is give you our sympathies. Maybe you got all the poop out of the way early now, so here's hoping the rest of the week will be smooth sailing.
 
That is very frustrating. However, you still retain the skill to make some o/s pens, displays, bowls, blanks etc.. You are not bed-ridden, in a burn unit, been given a week to live....I say, focus on that and ignore the a-holes. I give you credit....I limit my sales to folks that I know will not break my chops, but that leaves me very few pens to sell. You are much better man (and craftsman) than me.
 
TonyL said:
That is very frustrating. However, you still retain the skill to make some o/s pens, displays, bowls, blanks etc.. You are not bed-ridden, in a burn unit, been given a week to live....I say, focus on that and ignore the a-holes. I give you credit....I limit my sales to folks that I know will not break my chops, but that leaves me very few pens to sell. You are much better man (and craftsman) than me.
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I have a lot to be thankful for. Thanks for the reminder. Little issues are just that, little, and will pass.
 
I'm so sorry to hear about this ken! That was really rude of that customer. I just don't understand why people need to be so rude about things because things are much better resolved with a little mature communication and respect from both parties.
Props on the respectful response. You took the high road at the end of the day.
 
I thought more about this overnight - I would wager that if that customer "turned the matter over to Etsy to be resolved" as she threatened, Etsy would have ruled in your favor. I'm pretty sure you did not mention the pen stand in your listing, since it was simply a prop. There are countless listings all across Etsy that include props to show off their products, and none of them include a "Prop not included" disclaimer.

My guess is that lady has done this before and is used to bullying to get her way.
 
KMCloonan said:
I thought more about this overnight - I would wager that if that customer "turned the matter over to Etsy to be resolved" as she threatened, Etsy would have ruled in your favor. I'm pretty sure you did not mention the pen stand in your listing, since it was simply a prop. There are countless listings all across Etsy that include props to show off their products, and none of them include a "Prop not included" disclaimer.

My guess is that lady has done this before and is used to bullying to get her way.
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I'm sure you're right. I already put the disclaimer on the pens I have on there. I don't have many there, more blanks than pens. From craft show experience some people are not the sharpest crayon in the box.
 
Ugh, people can be so rude and entitled, let alone plain dumb. I feel like it's gotten worse since COVID. There would be less disrespect if people had to look you in the eye doing business (not zero, but definitely less). I hate to say it, but they would stop being so disrespectful pretty fast if they got punched in the mouth for it a time or two.
 
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