We are a small family business and are very lucky and grateful over the last 15 years to have built a wonderful base of honest, happy customers. EG We currently have nearly 10,000 Ebay reviews with 100% positivity score.
This customer ordered 2 items from us, which were posted together and sent the same day the order was placed. We received a message to say only one item had arrived, which we replied to. Having received no more communication we assumed that was the end of the matter.
10 days later the customer, after telling us she had only received one item, then changed her story to say she hadn’t received the order at all. We are a little confused as even the review above says she received multiple products, even with some being damaged.
The weight of the package showed 2 items had been sent and the tracking and scanning told us the date and time the order had been delivered, and the GPS coordinates gave the customers exact address.
She then proceeded to trash our business, saying we hadn’t replied to her, a screenshot was sent to prove we had, but she insisted on getting a refund after receiving the products. The refund was given on the basis this customer does not purchase from us in the future.
Later we received a message as she wanted to purchase from us again, this was a bit shocking having been notified of this bad review. She is now threatening to leave bad reviews everywhere and to notify other geckos owners to not purchase from us.
It is disappointing to receive bad feedback as we value our good customer service rating and are happy to resolve any issues should they arise.
