I’m a quilter. When people want to commission me I direct them to my policies page. It’s clearly stated there are absolutely no refunds and all purchases are final. I also explained to this particular client that the up-front payment will not be refunded. Furthermore, the nature of making a quilt allows for very little “wiggle room” for adjustments.
Me: I’ll be finishing this in a couple of days. Are there any changes you’d like to see done? I can add a border to increase the size, but it will raise the final price because I’ll need to purchase more fabric.
Client: No, it’s perfect! I absolutely love it!
Me: I’ll contact you in a couple of weeks with pictures. I’ll ship it to you once I receive the final payment.
Client: Excellent. I’ll speak to you then.
A couple of weeks later…
Me: Here’s the quilt and the invoice for the final payment.
Client: The quilt is too small.
Me: It’s the exact size you requested.
Client: I want it bigger. It looks too small for a baby quilt.
Me: Baby quilts are usually 36 inches x 36 inches to 50 inches x 50 inches. This quilt is 60 inches x 60 inches, nearly twice the size of a typical baby quilt. I cannot make it larger due to having sewn the binding and washing it. This is the final result. No changes can be made.
When a quilt is washed the stitches shrink and tighten. This creates a sort of mini-pillow effect throughout the quilt. It also makes it near impossible for me to make any adjustments.
Client: I want it larger. He won’t stay a baby forever. This needs to be large enough for a twin size bed.
I want to scream at this idiot woman.
Me: Ma’am, I cannot make any changes to the quilt. It’s also large enough to be a lap quilt and can be placed on a bed.
Client: I demand a refund. This is unacceptable. It’s easy to make it bigger, I know it is. Just sew a border like you had offered two weeks ago. It’ll be perfect then.
Me: Ma’am, all payments are final. There are no refunds. You read my policies page and we have discussed this at length. If you’re dissatisfied with the result I can make a new quilt, but you’ll need to pay for that as a separate commission and purchase. The payments for this one don’t apply to a new quilt because I’ll need to purchase more fabric and it will take a great deal more time to make a twin size quilt.
Client: Then give me back my money or I’m going to talk to the people on Etsy about this.
Me: Very well. I’ll wait to hear from them regarding this.
She sent me a very angry message via Etsy when she was informed that my policies are very clear and no action would be taken against me. Because all this communication was done via Etsy’s contact system all messages were available for them to see. I obviously won the case but never received final payment and she never received her quilt. The quilt was then listed on Etsy as available for purchase and sold a week later.