My first 1 star review.. the joys · Poster Print on Demand

My first 1 star review.. the joys

So I’ve had my first 1 star review. I knew it would come eventually because I had been pretty fortunate that I had quite a few 5 star reviews. It’s only knocked my average down to 4.9 so I’m not majorly fussed.

The customer complained that the poster was thin and damaged…then said it was a poor print job. I messaged her to offer to send out a replacement, apologise if it didn’t meet her expectations, explain that they are 200gsm+ etc however this was her response. The third picture is of the posters from the side (there’s two posters there)….am I tripping or is that not thin at all?? She mentioned that she can’t even prop up the posters because they’re so thin. I do think this is probably a case of unrealistic expectations…. Because I would never dream of just propping a poster up without a frame, that’s not how they’re meant to be used obviously. I’m not sure if she was expecting a canvas or something.

Now the last picture could’ve been a printing error, however she has declined my offer of a replacement. I don’t accept refunds for my shop, and I’m half tempted to respond to her 1 star review to lock it (because she’s clearly not going to change it any higher), then decline her refund. Maybe I’m being mean though 😆

Just wanting some advice about where to go from here? What would you respond, and would you refund her in this instance?

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