Competitor leaving a negative review - What can we do?

A ‘customer’ has recently left a review on one of our products. It states that-

• The product is faulty (does not work at all)
• They refer to some instructions for setting up the product which are clearly incorrect
• They contacted our company (directly named our company) for support and to request a refund
• We replied asking for video evidence of the fault
• They replied stating that this would be impossible and have since had no further reply from us

Unfortunately there is no name on the review only the default ‘Amazon Customer’

We have searched through our Amazon messaging inbox, our direct email inbox and our spam folders and we have no record of receiving any message of this type from any customers. We would also never ask a customer to ‘record a video of a fault’

The product in question is sold via FBA so any return request would go directly to Amazon and not to ourselves.

There are a number of similar competitor products on Amazon UK. These are all Chinese sellers and generally have a lower rating than our product and our product is ranked higher.

This therefore leads us to believe that this maybe a fake review left by one of our competitors in an attempt to lower the rating on this product. We know that this occurs from time to time as we have heard similar stories on this forum.

This is the first time we have experienced anything like this so we are looking for advice from our fellow sellers on what options we have?

Is it possible to ask Amazon to look into this and maybe remove the review?

We are also concerned at the potential for more ‘fake’ reviews to be left in the future