Realistic Crafts, Unrealistic Expectations

(My business makes high-end, handcrafted, custom items for customers. My online store has a gallery of past custom work I’ve created. This is apparently confusing to one person.)

Customer: *via email* “How do I check out to buy this piece?” *link to a photo*

Me: *via email* “Thank you for your interest! That piece was handcrafted for a customer last year. If you would like to commission a similar piece, please read the following instructions for custom work and fill out the custom order form.” *provides link*

Customer: “Okay, then how do I buy this piece?” *link to different photo*

Me: “All of the work I sell is custom made, so it is created specifically for the customer who ordered it. The gallery shows examples of past pieces so you can see the craftsmanship. I do not have any items in stock. I’m glad you are interested in ordering, though, and if you would like to have me create something for you, please visit [link].”

(Four days go by.) 

Customer: “Okay, but I really wanted this piece.” *link to first picture* “Please ship.”

Me: “That item, like everything I sell, was handcrafted specifically for the person who ordered it. I do not have finished products to ship. I only make custom items. I would be happy to create an item for you from the beginning; please see custom work instructions at [link].”

Customer: “Okay.”

(Two days pass.)

Customer: “Please custom make this item.” *provides a link to the third picture*

Me: “Instructions for beginning a custom order are at [link].”

Customer: “What do I need to do?”

Me: “Full instructions are at [link]. You will need to pay a deposit and approve sketches, and I have four- to six-week wait.”

Customer: “I will pay the deposit when you send photos of the finished item. Just like [link to the fourth picture].”

Me: *sends custom order link, no further text*

(Next day:)

Customer: “Please ship by tomorrow. It’s a birthday present.”

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