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Product Reviews: The Agony, The Ecstacy, The Irony...

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I'll admit it: I live and die by our product reviews. I check them almost daily, and I am so stoked with every positive one and torn up with every negative one. Because this business is all I do (not quite 24/7, but probably 14/7/365), it feels like every review is, in a way, a review of me and what I am trying to build with Apericots.

Yes, I know that sounds dramatic. And yes, I should be able to maintain some separation between my business and my being. But it seems they overlap so frequently that a one star review of a product feels like I must be running a one star business, and that sucks. (I can only imagine how restaurant owners and stuff where Yelp determines everything must feel).

That being said, we try to put out great products. There have been multiple times when Caitlin and I have to make a judgment call on whether a product is OK to ship or needs to be scrapped, and I will tell you ten times out of ten, if there's a question on it we will just eat the cost and print another. Don't believe me? We have probably 3-400 items that are slightly incorrect (color might be off, a smudge of ink, etc) sitting in our storage room and we have NO idea what to do with them.

Even on our packing slips which we send with every order, it says in bold "If there's a problem with your order, please contact us before leaving feedback. We want to ensure 100% satisfaction." Ideally, if someone has a problem with something we've sent, they'll drop us a line and we'll make it right. But looking at our Amazon store makes me wonder what else we can do...

Most of our product reviews are good. But unfortunately, just like anything in life, the bad ones sting the most, and I'm guessing they do a lot more harm to our sales than the good reviews help sales. For instance, we have a set of baby bodysuits, one which says "I Was Planned" and one which says "I Was a Surprise." We sell them separately, and I've tried to make that abundantly clear on the product page. In fact, we've probably sold 30 sets of them, and never has someone ordered just one on accident...except the ONE person who reviewed the item, upset that they didn't get both with their purchase of one. ಠ_ಠ

Why am I writing this? I have no idea. I do know that if I have a problem with something ordered online, I will ALWAYS contact the company/person before leaving feedback, because now I know how it feels. I also try to really leave good feedback on items I order and love, because I know how helpful that can be to a business owner.

I love the feedback we get from our product reviews. Even the negative ones help us to fix, tweak, re-do, and upgrade our processes and products. So it certainly all serves a purpose. And I do get a good laugh from the occasional hilarious review, and feel immense gratitude for those who go out of their way to leave a good review to help our business.



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