ComplaintsforRainbow Crossings

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  She sent me a satchel for my dogs ashes it a rip in it and it fell apart I wrote her and told her she called me a liar and told me she checks every satchel before they leave well obviously she doesnt she told me if I wanted a new one I had to pay to have it send back and I told her why do I have to pay when its your product that is defective not something I did so she called me every name in the book threaten me. So I left her a one star record then she wrote on my review horrible lies about me I asked her and Etsy to take it down both refused to. Then she has had her friends looking me up on ******** harassing me because I left a one start it has been a nightmare. I want her to remove the slander she has wrote just because I gave her a one star review I only wrote the truth did not call her names or send her threatening messages as she has. I dont think its right she can slander a buyer because they had a bad experience she had an opportunity to make it right and refused thats why I gave her the bad review. I have done absolutely nothing wrong yet she continues to slander me and I want her to take it down as I did absolutely NOTHING wrong. All she had to do is fix the issue take down her reply to my review and it would have been some but she continued and still is harassing me her customers are also harassing me because she is asking them too! I need your help as **** refuses to help me !

  Business response

  01/11/2023

  Here is my response to the ridiculous complaint filed against my company by a buyer who was refunded in full. I would have preferred to respond directly on the BBB website, but was unable to find a place to do so, so here is my response:

   

  1.       To begin, I dont know what it is this woman wants. She was fully refunded and got to keep the item for free. She got exactly what she wanted.

   

  2.       The accusations she states that I am having my friends and customers harass her on her ******** page is almost too ridiculous to respond to. However, since that is what she is accusing me of, I will respond that:

  a) I dont have time to bother with her and she is certainly not that important;

  b) The name and address listed on Etsy is totally different than the one she listed in this complaint. I dont know how she thinks anyone could find her on ******** when she uses aliases.

  c) Im guessing that she most likely does have a large amount of people that are angry and would harass her based on my short interaction with her, so no surprise there.  With that said, I can assure you I have nothing to do with her personal life nor any interest in her in any way.

  d) Anyone on ******** knows they can adjust their privacy settings and/or block anyone from harassing them. I strongly suspect this was a made-up story as she provided nothing tangible for this complaint.

  3.       I have attached a pdf copy of all of the correspondence between us. Her statements are highlighted in yellow. As you can clearly see, she was the one that was spamming my inbox with nasty remarks and threats, one after another. It is also clear to see that not once did I call her every name in the book or threaten her as stated in her complaint. The name calling and threats came from her.

   

  4.       She is correct that I check each and every item before shipping. That is and always has been my protocol for operating my business. Her purchase was for a small ****" x ****" velveteen keepsake pouch, usually used by customers that want to keep a small amount of their pets ashes or split them among family members. This is the smallest and least expensive item in my Etsy store (her total order, with shipping, came to $7.79), and a low profit item (I made a whole $1.11 on this purchase after product cost, Etsy fees and postage). Before shipping any of my cremation pouches, I trim the ends of the pull strings, singe them to keep them from unraveling and make sure the knots are tight. I then check the pouch to make sure the stitching is good and there are no defects on the front or back. This pouch was in mint condition. I packaged and shipped it the same day that she ordered it.

   

  5.       Immediately upon receipt, she posted a two-star rating, complaining about the cost of the shipping. The shipping was clearly stated on my listing, as well as the return policy that the buyer pays return shipping costs. She agreed to these terms when she made the purchase. I contacted **** and they advised me to ask her to return the item if she was not happy, which I did. I also informed her that while she paid $3.50 for shipping, the label cost me $4.12, so she came out ahead on that deal.

   

  6.       This further enraged this buyer, who then opened a case with Etsy. She claims in her original statement that the pouch had fallen apart when she tried to use it. Please note that her first complaint was the shipping costs. She then edited her initial feedback, leaving one star and claiming the pouch had a whole in it [***]. So far, it was initially the shipping costs that she had agreed to, then the pouch had fallen apart, and now it was due to the pouch having a hole in it. This is the third time she has changed her story.

   

  7.       I again contacted Etsy and they claimed they cannot remove the feedback for legal reasons and she was not in violation of any Etsy policies. They did suggest that I respond to her rating, which I did.

   

  8.       From that point, I started getting one email after another, a series of five consecutively, as you can see from the attached copy. Her final email was an attempt to blackmail me by stating if I didnt remove my response to her nasty and false feedback that she left, she would report me to BBB and Consumers Report. She bargained that if I did as she instructed, she would not carry through with the untruthful allegations.

   

  9.       I responded to her that if she wanted the feedback removed, she would need to contact Etsy. I then blocked her from purchasing from me again and moved on. End of story.

   

  10.   My background: I have been in business since **** and have a pristine feedback record, very satisfied customer base with a large percentage of return buyers. I have never once had a single complaint about my pouches or my products throughout my 22 years in business. I only ship to my customers quality products. If there is EVER a problem, which is extremely rare, I take care of my customers and they are refunded in full. This customer received a full refund from Etsy who did so before I could inspect the supposedly damaged item, which she vehemently refused to return and did not send any pictures of the alleged damage.

   

  11.   In Conclusion: Customer was issued a full refund. She got to keep the item for free. I do not have any interest or know anyone that has any interest in posting on her ******** page (such silliness) and I couldnt remove my response to her nasty feedback she left on my Etsy page even if I wanted to. Just like her, I have a right to my opinion and it is not within any violation of Etsy policies. I have also included a screenshot of her unwarranted feedback as well as my response to it.

   

  12.   Last: Per your instructions on your letter, I cannot state her name in this response and have blacked out her last name. You can see that I shipped this item to a **************** in ******, ****, while the name on this complaint is ******************** in *******, **. Kind of makes you wonder, right? This whole thing is a waste of my time as well as yours. I hope the BBB does not allow for people to use their platform for the purpose of trying to defame hardworking small business owners, especially when they received a quality product and still received a full refund (please refer to her last response in the email thread where she states this intention outright). Furthermore, I am the one that blocked HER, as I do not want to ever deal with her again. The only thing she is complaining about is she seems to feel she has the right to slander my business and I should not be able to respond. Too bad for her, but Etsy allows the sellers to defend themselves with a response. How disturbing that this woman can waste the time and money of so many people and businesses with such a ridiculous and ***** complaint, especially since she was refunded in full. She got a freebie. That was what she was shooting for from the beginning.

   

  If you need any additional information from me, please let me know. I have backed my response to this ridiculous complaint with facts and proof, including her blackmail attempt that she will remove her complaint to BBB if I do as she says. She did not provide even one shred of evidence in her complaint, including any pictures of the damaged item (that she was still fully refunded for), no screenshots of where she can validate her accusations that I was name calling or threatening, nor any screenshots of the alleged harassment she claims she received on her ******** page from my friends and customers. Theres a reason for that there isnt any. Just a bunch of silliness and accusations in an attempt to get attention. There is no point to this complaint. I truly hope you keep her name(s) on file as I would be willing to bet she does this quite often.

   

  Respectfully,

  *****************************, Owner

  Rainbow Crossings

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩