Why is it so difficult to get a product review removed?
So a customer has left a negative product review which includes false information regarding the product but Amazon are refusing to remove it. I thought the whole thing with reviews was that they should help future customers.
They are saying that an item cost more than what they were charged. They then go on to say that the item is not returnable but it certainly is (I’m FBA seller). I have emailed the customer to tell them how to get it returned but they have gone and left this negative product review anyway.
Any ideas on how to get Amazon to change their mind and get it removed?
Thanks! 
19 replies
Seller_z6B2L9xab6HlP
It is extremely difficult to get product reviews removed unless it’s offensive. Seller feedback is an awful lot easier to get removed or struck through (particularly for FBA orders).
The buyer-seller messaging system is pretty rubbish. If you’re really bothered about it maybe send a letter through the post to the customer? Also some product types are non-returnable so the customer might be right!
Seller_YVx6UpjLVLBWF
Can you copy and paste the reason why Amazon refused to remove the feedback. Usually it’s an automated response but sometimes has a reason why (e.g. the yes and no options when the buyer places feedback such as product as described?)
Also reopen the case in your case log as it would have been automatically closed. Ask for them to look into it for a more “human” response
Seller_POrEiTkyfOMz6
Hi it’s a product review. It appears on the product page. The item is definitely returnable, I have confirmed this with Amazon and have been selling for a year now with various successful returns.
Seller_x1xMSBwZsJrTE
That’s my understanding too, but apparently not Amazon’s.
I had a negative review left for an unverfied purchase. The customer made reference to the price they paid for the item, a very low price which it’s never been sold at (I’m the only seller).
It looks like the buyer had bought a similar but lower quality product sold at the price they quoted and then left the review on my product because it ‘looked’ similar.
I asked Amazon to remove it on the grounds that mentioning price in a review was a policy violation. Amazon refused to remove it so I copy & pasted the policy and tried again, and again, and again…
Eventually one rep said it couldn’t be removed because it wasn’t a policy violation. It seems that at the time I first reported it, it was a policy violation and should a have been removed, but then during the SS ping-pong match they changed the policy and now it wasn’t a violation so they wouldn’t remove it.
Fighting Amazon is like kniitting fog.
Seller_Rkf2znCXtSZpI
Its a difficult one as how do amazon know the information is false.
Also if the product is decent the positive reviews should outweigh any negative ones.
I if I were Amazon I would say you can remove one negative product review without any justification required. Thereafter as per the current rules.
This way if the product is good the sales will continue and if it is bad, further bad reviews will follow which wont get removed and thus sales will slow down.
Seller_PtWMtSOR1lrBH
Have you tried raising a case in seller support , they then forward it to team which looks after reviews.
Seller_saK5Ah2SaNYjL
We’ve had a couple removed lately. They were both FBA orders where the item was never received. A 1* product review that says “never got it!!”
I’ve never had any success getting anything else removed when it comes to product reviews. We have 2 neg reviews on Spain that were picking errors as customers were sent items that we don’t sell. Amazon wouldn’t remove those.
Seller_s3TaCE833CEqc
I’ll agree with those who so you can’t. Only profanity or proving it’s by a competitor seem to have any effect.
I have a negative product review that is obviously for completely the wrong product and can’t get it removed.
Seller_UIHzj5QcJlKHF
Amazon need to start investigating product reviews more thoroughly. All it takes is one fake review on a new product that has 0 reviews and you have a mountain to climb to then get another sale. It always seems that the 1 star reviews are left by “Amazon customer” or someone who has a suspect review history (e.g. left 10 negative reviews one week ago and nothing else).
