Input needed - concerns about vendor

[jezebelle]

I'm having a moonstone jewelry set custom made for me by a vendor on Etsy. I'm not going to name the vendor, and if I do it will be after I get the pieces and if it's going to be a positive review.

I just wanted to consult with you all because this is the first time I'm working with a jeweler on a custom order. I'm not sure what to expect with the whole process and I'm already having some concerns. I was wondering if they're legit or I'm just being crazy, as I can be particular.

So this seller has some really gorgeous pieces and I had been looking at a certain ring for a long time and my husband bought it for me (a recent order, has not yet arrived). The ring is a standard offering in her shop. I decided that for Christmas, I wanted to work with this artist on a set consisting of a pair of earrings to match the ring, and a necklace as well.

Long story short, I'm starting to become concerned about the level of communication between myself and the seller. For example, 5 days ago she said she had the supplies in stock for the earrings I wanted and she could put up a custom listing for me. I told her I definitely wanted to go ahead and do that. To date, she has not put up a listing for the earrings or even acknowledged them in our scant communication since then, which I thought was odd. Understand I'm in no real rush for this stuff to get finished, I just wish the communication was a lot clearer.

We had a couple exchanges about what I wanted the necklace to look like, and in the end she said she would have some sketches for me in a day or two. I responded that it sounded good to me, and included several details that I wanted in the piece. That was four days ago, and I haven't heard anything from her at all. Not even a quick response acknowledging that she would work those details in.

I know it's the holiday season and I truly don't expect her to drop everything and rush this project into fruition just for me. I understand that it's a busy time of year, it certainly is for me. However, as a customer, I feel like I need far better and clearer communication regarding this project. I feel like it's very up in the air right now and I don't like that. I want things spelled out clearly or I become anxious. I'm not sure how to handle the situation or if I'm being unreasonable.

 

[maebelle]

I have worked with a couple of favorite vendors and a couple of vendors that aren't "go-to" on PS.

For one piece I was particularly anxious about (with a PS favorite vendor) I would send an email, get a response that said something would be done in say... 4 days. A week later I'd email asking for an update, and wouldn't get a response for a couple of days. Rinse, Repeat! At one point I was actually worried that the vendor would get annoyed with all my emails (he didn't)

It was right around the holidays and eventually I got my piece and it was wonderful! So I'd say to email back asking for confirmation and see how it goes. As the buyer, we only have the one new piece on our minds, but sometimes vendors can have dozens pending.

I wouldn't worry quite yet.

 

[pregcurious]

I wouldn't worry yet. I just got a custom moonstone necklace made, but have not had a chance to post it here. My experience was very good, and it may just be that the vendor is busy. I am guessing that holiday time is the busiest for custom jewelers.

 

[Aoife]

Etsy vendors are like everyone else: how they handle their business varies a lot. Add to that the fact that this tends to be a very, very busy time of year, and you have high odds that the communication ball could be dropped. In this case, I would simply email the vendor reminding her of your discussion around the earrings, and ask when you could expect the sketches for the necklace. You could say that you understand it's a busy time of year, etc., etc., but that you'd just like an idea of when you will see them. Then, see what happens. You may decide that this vendor's communication style is not for you, and move on to a different vendor.

I've done quite a few custom projects, and some of the vendors respond within the same day, and with others it can be a week or more. Ultimately, you have to decide if the results are worth the hassle!

 

[jezebelle]

Thanks for the reassurance, guys. I think I'm just being a little antsy.

I will definitely ask for some confirmation and a general idea of when it might be ready.