This is quite long - skip to the last paragraph if you prefer!!
I have a customer who’s been getting on my last nerve - I FINALLY shipped out her custom today. This has been a nightmare. She asked lots of questions before ordering which I think is generally a good thing! Then things went downhill. She wanted a reborn made to look like her and husband’s would-be child but could not provide photos of themselves. Okay … so she offered a photo of their son as a baby, and that worked fine. From that photo I suggested a few sculpts that had similar features and she chose Frankie. I asked what she was seeking as far as hair and she sent several messages detailing how unsure she was. I suggested she could choose rooted or painted hair or bald after the baby was painted and pay the final payment accordingly, she liked that suggestion.
Just before the down payment she asked me what 3/4 vs full arms meant and I explained. She said she wanted full arms then, and I told her Frankie has 3/4 arms but I could swap the arms for a fee. She agreed. After she paid and I placed the order for the kit she asked me what a belly plate was, I explained, she said “ok.”
I worked on the doll steadily and she regularly asked for pictures - no problem - then commented that undertones were too bright, etc. I told her I would definitely change things if she didn’t like them but that the colors look a little bright right now because there is no skin tone painted over them, etc as appropriate. She was very anxious about this response but accepted it, and ended up thinking the painting was perfect once it was more complete.
I sent her some photos before assembly/hair and asked her what she thought. She asked if I’d forgotten the hair, I told her I was waiting for her to decide on the hair. She insisted she’d ordered rooted hair and paid for it - I showed her what she paid extra for was the replacement arms. I had to send her screenshots of the conversation we were actively using!! She finally apologized for the “misunderstanding” and paid for rooted hair. Having recently begun a demanding job, I told her prior to paying that rooting would take some time, she was okay with that.
I started rooting after she approved the color and she requested progress pictures. The buyer immediately commented the hair was too long, I explained it needs to be cut after rooting. She continued to request progress photos then comment the doll looked “scary” with the hair incomplete. I thought she was being funny - partially rooted dolls do look terrifying!! Then with the last photo, just before the haircut, she told me the last few pictures had been “terrifying” and she wouldn’t be making her last payment until she’d seen more photos - which I thought was odd because I wouldn’t expect her to, of course.
I cut the hair and sent photos along and she told me the rooting was too patchy. I told her I understood her concerns and added more hair to the top of the head. She still said the rooting wasn’t what she wanted. I finally gave up and explained politely that while I’m not a beginner artist, I’m not a master artist and rooting is not my strong suit - we had discussed this before she ordered anything. It is not terribly poor rooting but I wouldn’t take it to a doll show. I had offered to use a rooting service but she didn’t like the price, and wanted me to root for a lower price instead - she got what she requested and paid for. I then received a message from her “husband” on the same account saying his wife’s meds are off and she’s being negative, the doll is perfect.
Her total ended up being US $195 plus US $30 shipping due to a sale I was having. The profit I actually made on this doll is US $20.
I sent final photos and requested payment so I could ship. The payment came through (PayPal is holding it but that has nothing to do with the buyer) and I shipped today.
After the buyer receives the doll and confirms it arrived safely and as expected, is it a bad idea to just block her? I have a gut feeling that this is the kind of buyer who would claim after a few weeks they didn’t like the doll and request a refund, etc. I want to be done with this buyer forever ASAP. Thoughts, or could this come back to bite me worse if I block her?
Too long; didn’t read - A custom customer is constantly asking for WIP photos then getting worked up because the doll looks incomplete, wants very high quality work for a low price (she paid under US $200 plus shipping), is very needy. I want to block her after she receives the doll safely to prevent a buyers remorse case. Is this a bad idea?
I just seriously don’t have it in me.