Customer received a used return unit from FBA and left me a bad review
ASIN: B09V5L2ML7
I received a bad review because a customer received a used unit (a candle that has been lit before). I am using FBA exclusively and all my units are shipped from the factory directly to the Amazon FBA warehouse so the only explanation for this is that there must have been an oversight from Amazon when they received a customer return (they didn’t notice that the candle has been burnt already) and then placed it back into my FBA inventory as “new”.
Since the bad review resulted through an oversight from FBA, I believe the review should be removed, especially since Amazon’s T&Cs clearly state that reviews that are “focused” on “Product condition and damage”, focused on the seller’s customer service or caused by Amazon FBA are not permitted and shall be removed (see T&Cs here ).
I contacted Amazon multiple times about this (emails to community-help@amazon.com) and reported the review on the marketplace but have gotten absolutely no response from Amazon so far.
What makes matters worse is that this review is on the very top of my reviews and is really damaging my listing and sales.
I hope someone here can help me.
Seller_Le5A90s5zENBu
managingdirector@amazon.co.uk is your next step, just focus on the main points and that you’ve already tried to resolve this via seller support but they’re not cooperating.
5 replies
Seller_Le5A90s5zENBu
managingdirector@amazon.co.uk is your next step, just focus on the main points and that you’ve already tried to resolve this via seller support but they’re not cooperating.
Seller_fMsCVAHNu4txH
Email shouldn’t be your first step.
https://sellercentral.amazon.co.uk/cu/case-lobby?ref=xx_caselog_count_home
Although it’s very unlikely they’ll overturn the bot decision that has already been made.
Emailing the MD is probably your last resort as there isn’t really anywhere higher you can go after that. If your plea gets ignored by them, you’ll then be out of escalation options.
The actual application of those review guidelines is very weak though, so it’s doubtful that you’ll get it removed.
Also… You seem to be focused on this one 2-Star negative review
But you’ve also got a 1-star on there claiming it’s dangerous, and a 3-star saying it has no scent.
They’re probably going to be causing the listing more damage than the single 2-star
Seller_fMsCVAHNu4txH
And… Just noticed that of all of the ‘positive’ reviews (out of 37), only 2 actually come from real customers.
The rest are all from vine reviewers who got the product for free, as a customer that would put me right off.
