As a craft business, we place great value on honest, transparent communication with our customers. Complaints are part of everyday life; that simply comes with the territory, and we take each and every one seriously. Lately, however, we have been encountering a phenomenon that we would like to address openly. Some people try to use a bad Google review to apply pressure in order to get services to which they actually have no entitlement.
Goodwill is not a given
We repair and replace our jewelry very generously. This also applies when a defect is clearly due to improper handling and not to a material fault. We do this gladly, because it is important to us that our customers enjoy their jewelry for a long time.
What we are noticing more and more, however, is this: Some people only get in touch shortly before a warranty period expires, with damage that is clearly caused by external impact. And they link the request to an open or at least implied threat to leave a bad review otherwise. That is not fair treatment of one another. It is simply a form of pressure that we consciously refuse to give in to.
Why we still stay honest
We have made a clear decision for ourselves. We would rather accept an unfair review than betray our principles. Specifically, this means for us:
We explain transparently why a piece of damage occurred.Even if that means we have to respectfully disagree with a customer.
We stand by our professional assessment, when photos or the description of damage clearly indicate external stress rather than a material fault.
We offer goodwill because we choose to, not because we are forced to.That is an important difference. Goodwill based on conviction strengthens our relationship with our customers. Goodwill out of fear of a bad review, on the other hand, undermines our integrity as a business.
We document our communication carefully, so that our reasoning remains understandable to everyone. Also for other readers who may later read our responses to reviews.
What this means for our choice of materials
One example that is particularly close to our hearts: We deliberately use delicate, so-called «Dainty Chains» for our Permanent Bracelets. These chains are designed to give way and break under strong, localized stress. That is no accident, and certainly not a quality defect, but a deliberate safety feature. Unbreakable stainless steel chains, such as those offered by other providers, pose a serious risk of injury under heavy stress. That is why they are deliberately not part of our range.
If such a bracelet breaks, it is often a sign that the chain did exactly what it was made to do. Namely, to give way before an injury occurs. We explain this openly to every customer, even if this explanation is not always met with understanding.
A bad review is not the end of the world
Of course we know: a 1-star review hurts, especially when you put your heart and soul into your craft. Still, we are convinced that long-term trust only comes when we stay honest, even when it is uncomfortable. Our existing customers and everyone who reads our reviews carefully can feel the difference between a business that lets itself be bent out of shape and one that stands by its work and its values.
We warmly invite all fellow craftspeople to join us in this. Stay fair, stay transparent, and do not let yourselves be blackmailed.