I watched the thread, the one with hundreds of post, where sellers were constantly posting about S&L sending the wrong items. When that thread started, it hadn’t happened to us. No problems at all and I was happy to keep using S&L. I felt safe because we send all our products barcoded to S&L even though it’s not required.
We sold 3 of our best selling tote bags and once packed they look identical in the grey plastic mailer. They were still sent in separate boxes so they couldn’t get mixed up.
Things were fine … until they weren’t and then it went wrong badly. The first thing I noticed was 3 one star reviews in a day for our best selling tote bag
All of these reviews said they had received a garage door remote key fob. There were even pictures. Then I noticed a pile of refund notifications coming in, all for the same item. These were all refunded without return and we have never been reimbursed.
I contacted each customer who had received a refund. I was polite and apologetic and I explained that it had been a picking error at the Amazon Warehouse. Most happily replied and I sent them the correct item from our own stock, at our own cost even though they had already been refunded. Most of all I wanted happy customers. All said they had received a garage door remote key fob. Thankfully they all removed or revised their product reviews or seller feedback.
I opened a case with Amazon who (eventually) admitted fault but it took them 2 months to let me know they had finally removed all these bloomin’ garage door remote key fobs from our tote bag bin.
On Friday 21 December I got home after finally closing shop for the year, yay! As soon as I got home my phone pinged to tell me we had a negative seller feedback. 1 star “completely wrong item received!” I checked and it was a different tote bag this time. Amazon refused to remove the feedback. So on Saturday 22 December, I went into work, got the right expletive tote bag and sent it SD from the post office with a letter enclosed. I wanted to make sure she would get it before Christmas. The customer got back to me yesterday. She got a CD not a tote bag, she was very nice and amended the seller feedback herself.