The Good, The Bad, and the Downright Rude

Running a small creative business has so many rewarding moments – like when a customer leaves a glowing review that makes your day. Reviews are a huge part of how customers choose where to shop, so they matter.

But what about when the feedback isn’t so glowing?

What if a review feels unfair, or even untrue?

Celebrate and Share the Good

When a happy customer takes the time to leave a kind review, don’t just read it and move on.

• Say thank you: A simple, heartfelt reply goes a long way and shows others you value your customers.

• Share it: Post it on your social media or add it to your website. Positive reviews build trust and help new customers feel confident ordering.

• Learn what’s working: Reviews tell you what people love most – your packaging, your design, or your customer service. Do more of that!

Handling Negative Reviews Professionally

No business gets 100% perfect reviews. Mistakes happen. Post can be delayed. Expectations differ. The important thing is how you respond:

• Stay calm and polite: Take a breath before replying. A defensive response can damage your reputation more than the bad review.

• Acknowledge their frustration: Even if you disagree with their version, start with empathy.

• Explain without arguing: Briefly clarify your policy or what happened. Future customers will see your response and judge your professionalism.

• Offer solutions when fair: Refunds, replacements, or apologies where due can turn an unhappy customer into a loyal one.

When Customers Are Rude or Untruthful

Sometimes, you’ll get a review that’s not just negative – it’s rude, exaggerated, or even dishonest. This is especially hard for small businesses.

• Stick to the facts: Politely correct misinformation without attacking. “We’re sorry for the delay; we offered to cover return costs, but as the item was kept, we couldn’t refund.”

• Don’t get personal: Respond to the issue, not the attitude. A measured reply shows future customers your integrity.

• Know when to walk away: If someone is being abusive or impossible to satisfy, respond once professionally and move on. Don’t get drawn into a back-and-forth.

• Lean on your happy customers: One unfair review is far outweighed by consistent, genuine positive feedback.

Reviews live online forever. How you respond tells future customers everything they need to know about your values. A thoughtful reply shows you care about your customers and stand by your work, even when things go wrong.

As a small, handmade business, we take pride in our designs and customer care. The vast majority of our customers are wonderful and we love making special keepsakes for them.

For those rare tricky moments, staying calm, factual, and kind is always the best path.