If it were me I would apologize profusely, offer her a refund and a free bead and ask her to kiss and make up. The customer is always right and the only way to make the negative go away is to agree to anything she wants to make it a positive buying experience for her instead of a negative. she should have just asked you for a refund but she didn't. if she accepts the refund but won't change the feedback then you can contact etsy about removing the feedback because at that point there isn't a sale anymore
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Paula AKA The Venerable Bead
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"I believe in pink, I believe that laughing is the best calorie burner. I believe in kissing, kissing a lot. I believe in being strong when everything seems to be going wrong. I believe that happy girls are the prettiest girls. I believe that tomorrow is another day and I believe in miracles."
— Audrey Hepburn
flaming away on a betta, natural gas, and 2 M-20's
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