Negative Feedbacks

[percyspetproducts]

Has anyone experienced an influx of negative feedbacks recently? In the past month I have received around 9 or 10 and with the exception of one delivery issue, the others have been 100% related to the product - not mentioning the delivery or service.

None of these customers have reached out beforehand to say they have an issue with the item - they have gone directly down the negative feedback route.

Some I have managed to revise with the customer and they have changed to neutrals - but considering before this period I had 17 in 12 months - this is quite a jump and I dont know why.

I had raised with eBay via the Facebook page, and whilst they reviewed the negatives, they refused to remove because a customer is entitled to their opinion.

I completely understand that - but what is the point of a product having a star rating and people being able to leave feedback on a product, when they can leave negatives for products within their review. 

Is there a reason for a sudden uplift in these kinds of reviews? Can anything be done other than?

Thanks

[jckl1957]

Only mentors can reply in here so you might get a bigger range of responses on the selling or business sellers board.

You are obviously following the suggested ideas of asking the buyer to revise or asking Ebay to remove and your responses to negatives are apologetic and measured.

I can't think of anything to suggest - maybe the heat is making people grumpier than usual.

[john1297576]

Reading the negatives so many are situations where a case for return or not received should have been opened, and easily resolved. You seem to have been unlucky in getting so many buyers who do not or can’t be bothered to use the systems in place.

I did wonder whether you had competitors ganging up on you, but does seem rather unlikely.

[percyspetproducts]

I completely understand a customers right for feedback - that's what it's there for. It's just infuriating when they jump straight to a negative, rather than dropping a message to say theres an issue.

I had one this morning and the customer claimed in the feedback the item was a 'knock off' etc.. I had not messages from this customer prior to say they had an issue.

The matter could have easily been resolved. The item they ordered is available in 2 colours and we accidentally sent the wrong one.

Now, I understand on this occasion the service wasn't ideal - but there is no need to jump straight on the negative bandwaggon. At least make the seller aware of an issue first.

Rant over - thankfully it Friday!