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Customer used my product for 6 months then demanded a full refund because he "changed his mind"

★ signal-weak   r/smallbusiness  ·  ↑ 374  ·  💬 229  ·  2026-01-31  ·  kw: review response template  ·  open on reddit ↗
your rating:
Tool
none
Issue
Small business owner (handmade leather goods) cannot prevent customers from demanding full refunds 6 months after purchase and daily use when customer changes mind, forcing choice between losing money or accepting bad reviews that threaten revenue.
Cost
unstated
Recommendation
none
Date context
2026-01-31
extracted with
anthropic/claude-haiku-4.5 · 2026-05-08

Body

I sell handmade leather goods, been in business 4 years now. Guy bought a wallet from me back in July. Full price, no complaints at purchase, left a nice review saying he loved it. Fast forward to yesterday. He emails me saying he wants a full refund because the wallet "didn't meet his expectations." I ask what's wrong with it. Is the stitching coming undone? Leather cracking? Hardware failing? Nope. He says he just "realized it's not really his style anymore" and thinks he should get his money back. I politely explained that my return policy is 30 days and that doesn't cover changing your mind half a year later after using the product daily. The wallet isn't defective. He just doesn't want it anymore. His response? "I'll be leaving a review reflecting my experience with your customer service." So now I'm sitting here trying to decide what to do. Part of me wants to just refund him to avoid the bad review. I'm a small operation and every review matters. But the other part of me knows that if I cave to this, I'm basically telling him and anyone else that they can use my products for free as long as they threaten me at the end. My policy is clearly stated on my website. The product isn't faulty. He used it for 6 months. But a 1 star review could genuinely hurt me. Been up late playing jackpot city trying to distract myself from stressing about this, keep going back and forth on what to do. For those who've dealt with this kind of thing - do you stand firm and eat the bad review, or do you just pay the extortion fee to make it go away? I genuinely don't know what the right call is here anymore.

Top comments (5)

[score=1] AutoModerator
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[score=620] Strokesite
If he posts a bad review, respond to it with your explanation.
[score=152] anonymous_hipster
Let him leave a bad review. People will read it and know it’s ridiculous. If you can respond to the review, just use his actual quotes if he’s not truthful in the review.
[score=36] StoneCypher
why is everyone in this sub like “i’m going to give away products and money to avoid one bad review from a crazy person”
[score=50] DBMotorsports
They are completely in the wrong. If they do leave a review, simplify what you have wrote here into a reply to it, so people that look at reviews can be aware that the guy is just being unreasonable. Definitely don’t give a refund