What should I do about my first negative Etsy review on a POD t-shirt’s quality?

Hi! Since the issue is “feel/expectations” (not a misprint or a defective item), your best next step is to treat this as a customer-experience save and an Etsy listing clarity fix: offer a goodwill resolution that you can afford (usually a partial refund or a one-time discount toward a different style), reply calmly to the review if needed, and then tighten your product description so future buyers know exactly what the shirt will feel like.

For this order (refund vs replacement vs discount)

• If the shirt is objectively wrong or flawed (wrong garment sent, damage, obvious manufacturing defect, wildly different from what you advertised): offer a replacement or full refund. That’s the cleanest outcome.
• If it’s purely preference (“not as soft as I expected,” “feels lower grade” but it matches what you listed): a full refund can still be a smart goodwill move if you can absorb it, but you don’t have to. In POD, returns are awkward, so many sellers choose one of these:
  • Partial refund (good for “I’m unhappy, but it’s not defective”).
  • Discount code/store credit for a future order (best if you want to keep them as a customer).
  • Replacement in a softer premium blank only if you’re confident it will genuinely fix the complaint—otherwise you might just pay twice and still have an unhappy buyer.

If you want a simple rule: defect = replace/refund; expectation mismatch = partial refund or credit + clearer listing going forward.

How to protect your shop reputation (without making it weird)

1. Keep your message thread short, empathetic, and solution-forward.
   Thank them, acknowledge the expectation gap, and offer 1–2 clear options (don’t overwhelm them with choices).
2. Don’t mention the review or ask them to change it.
   Etsy really doesn’t like anything that feels like review pressure. If they update it on their own later, great—but don’t request it.
3. Consider leaving a brief public response only if the review is hurting conversions or includes something inaccurate.
   If you reply publicly, keep it calm and generic: you’re sorry, you reached out, and you aim to make it right. (Potential buyers are the audience.)

A message you can send (edit to your style)
“Thanks again for explaining. I’m really sorry the shirt didn’t feel as soft as you expected. I want you to feel good about ordering from my shop. I can offer either (1) a partial refund of $X, or (2) a discount code for your next order if you’d like to try a different, softer tee style. Just tell me which you prefer and I’ll take care of it today.”

For future orders: switch blanks, update your Etsy listing, or both?
Honestly, do both—but start by validating the product.

1) Order samples of your current blank (and 1–2 alternatives)

• Get them in-hand, wash them once, and compare softness, thickness, drape, and shrink.
• If you’re hearing “not soft,” your current blank may be a heavier/less ringspun feel, or your buyer expected a fashion-soft retail tee.

2) Update the listing to set expectations clearly
A few small tweaks can prevent most “feel” complaints:

• Describe the hand-feel in plain language (examples): “classic/unisex tee with a more structured feel” vs “super-soft, lightweight ringspun feel.”
• Call out fabric type (ringspun vs open-end, combed/cotton blend, garment-dyed, etc.) and weight if you know it.
• Add a quick fit note (unisex = straighter cut; suggest sizing up/down).
• Include a size chart and a line like: “If you prefer an oversized/relaxed fit, size up.”
• If you offer multiple blanks, add a simple chooser: “Softest option / Midweight option / Heavyweight option.” Buyers love having control.

3) Consider offering a “Premium Soft Tee” upgrade
If your margins allow, this is a great compromise: keep your current shirt for price-sensitive buyers, but offer a softer blank as an upgrade variation.

One last thing: watch for patterns before you overhaul everything
One negative review isn’t automatically a blank problem—it might be a mismatch between mockups/expectations and the actual garment. But if you see 2–3 similar comments, that’s your signal to switch to a softer blank (or make the premium option your default).

If you tell me which POD provider you’re using and which exact shirt model/blank it was, I can suggest what typically feels noticeably softer and how to phrase the fabric/fit section in your Etsy listing without overpromising.