For reference, I sell jewelry and have 2400 sales on Etsy with 621 reviews. I’d say most, maybe fewer than 20, are not 5 stars. I had someone leave a one star review today for a pair of earrings saying “Poor quality, very disappointing product especially the assembly”. I’ve had one other issue with this particular pair of earrings and otherwise usually have no issues with any of the earrings that I sell. Obviously I stand behind my products and their quality but it is frustrating that she wouldn’t send a message first? It’s been approximately 3 weeks since she received them and 2 weeks since she’s been able to review them.

I get the impression that she isn’t the type to change her review anyway especially if she didn’t reach out to me first. If we’re being honest I’m pretty burnt out from Christmas and the one bad review isn’t hurting me. Do you reach out to every customer who leaves a bad review? I can offer her a refund for them and then reply to the review publicly? Or do you just accept the bad review and move on?