Etsy buyer left me my 1st 1 star review

I’ve been doing my own little etsy business for a few months now, I do arts & craft pieces for busy boards and educational boards for babies and young children. Sensory kind of things!

Within the first week of opening my store, I had over 20 sales, things were going awesome and by week 4 I had profit over £800 and had over 60 orders, it was great. People were leaving blazing reviews, 4/5 stars. Occasionally there would be delays with postage or a breakage in the fragile products in the mail but they were always very quickly replaced for free the next day. Until I had a customer named K, she purchased 6 items SEPARATELY totalling at around £67 including next day delivery which is £8, so her total was really £59 but that included delivery! So I posted her things to her all together in one big package, able to track It with my delivery courier and it showed delivered and she signed for it, she messaged me saying she hasn’t received her things, so I challenged it and said you have signed and they have confirmed your name, and your signature, to which she said wait no I have received it but they’re damaged, so she sent me a photo of 2 products broken, so I as I always do, sent her out 2 new products, she said she expected free delivery so I sent it out standard delivery 3-5 days because I was not willing to pay an extra £8 again for delivery, she messaged me 3 times every day since then asking where her things were and claiming I was scamming her and she paid for next day fee, which she did for her original order, which arrived next day, this was a new order. So fast forward 4 days later her things arrive, she messaged me at 11am saying it’s still not there, and asked for a full refund for all 6 products for the hassle, I refused this, then at 11:20 she messaged saying the new products were also damaged and I challenged that she just said they didn’t arrive, so she sent me photos of the “new products” (I am cautious of people who do this so I always alter the replacement slightly) and it was not that product. I explained this to her and she said I’m committing fraud and filed for a refund on Etsy, I declined and spoke to etsy and they said they won’t refund her but not to do business with her again, so I told her any further orders she places will be declined and refunded, so of course she left me a scathing review, SIX TIMES. On all 6 items, saying the product didn’t arrive, it was faulty, it was broken, and this page was fake, etc etc so my Etsy rating dropped fast, this was 3 days ago and I’ve not received any orders since. I’ve had one person message to ask if the products are going to be damaged due to the review but no one has made a purchase. Etsy refuse to remove her comment because it’s her right to share her experience but she was clearly just trying to get free product.

I needed to rant that out!! I’m a small business owner and this little store was helping me raise my son, I’m a single mum and I’m sick to my stomach that this woman has caused such a hassle!