Item delivered damaged - can I have product review removed?
Hi,
I’ve had two negative product reviews (not seller feedback) stating that the item I sell was damaged on delivery. I’ve been selling with FBA for nearly a year and this has never been a problem, but there has recently been a spate of items being delivered damaged and I suspect that one or more of the boxes that I send my items into Amazon has been dropped.
Does anyone have any experience of having reviews removed under these circumstances as virtually any product can be damaged if not handled correctly? I will be looking at ways of protecting my products more in the future but my sales are suffering due to these reviews and I don’t feel like it is my or the product’s fault.
Many thanks, Damian
2 replies
Seller_G3nxbOE2aKTGK
We have tried multiples times to have negative product reviews removed and have only once been successful.
The majority we have attempted with are reviews with foul language in, damage caused by Amazon, relating to a totally different product and complaining the item was a fake. We only ever asked once for each review to be removed.
The one we had success on I opened 6 different support cases regarding it and called them twice. It took me over a month to finally get it removed, I think it was probably a new employee that just wanted rid of me.
The lady had ordered an item from us that was strictly for indoor use only, she used it outdoors and complained that it broke after a month. We refused a return for a refund and refused a replacement. She was a horrible customer who kept on asking questions but then got angry because you had replied to her and answered them. She left a lengthy review stating we had bullied her and she was scared to message us again.
Sorry for the long story, but the basics of it is if you genuinely want it removing stick at it and hope for the best.
Seller_n3kq7gcIclCDM
Thanks TGYTC,
At least I know it’s possible to have them removed. I know for a fact that they were fine when I sent them in to Amazon because I assemble each one and package it myself. Also, I managed to speak to a customer about her experience as she managed to find contact details via my website. She said that the item had been wrapped in bubble wrap and was broken when she unwrapped it. I don’t use bubble wrap so this sounds like a customer return that has somehow ended up back in my stock. I’ve got removal orders set up to remove damaged or defective items but obviously this didn’t work. I’ve emailed seller support so will see what happens.
