SOME DISHONEST SELLERS KEEP LEAVING NEGATIVE FEEDBACK AND AMAZON FEEDBACK SYSTEM DO NOTHING
Hi Amazon,
@
Someone keeps attacking my store by leaving negative feedback. The way they write and the pattern of their complaints are exactly the same as two previous cases. Any package can arrive damaged—this is something none of us can completely prevent. However, this is the third time that someone has purchased the same brand product on the same day, claimed it was damaged, and immediately left negative feedback without responding to our offers for a full refund or replacement. Since this pattern has happened three times now, what actions can I take to address this issue?
Also this 3 orders we bought from your amazon usa you was a seller. i can supply any information regarding invoices proof of packaging.
This attacks has to be stop.
206-9977448-2409964
Case id : 10926438642
203-0855620-3377927
Case id : 10823132682
203-7416976-3299563
Case id : 10376229872
If you take no further action, I will have no choice but to pursue legal action. In the UK, attacking a business is a criminal offense.
Under the Defamation Act 2013, making false statements that harm a business’s reputation can be considered defamatory. Additionally, under the Protection from Harassment Act 1997, repeated, unjustified threats or harassment towards a business may be a criminal offense.
Thank you for your help.
SOME DISHONEST SELLERS KEEP LEAVING NEGATIVE FEEDBACK AND AMAZON FEEDBACK SYSTEM DO NOTHING
Hi Amazon,
@
Someone keeps attacking my store by leaving negative feedback. The way they write and the pattern of their complaints are exactly the same as two previous cases. Any package can arrive damaged—this is something none of us can completely prevent. However, this is the third time that someone has purchased the same brand product on the same day, claimed it was damaged, and immediately left negative feedback without responding to our offers for a full refund or replacement. Since this pattern has happened three times now, what actions can I take to address this issue?
Also this 3 orders we bought from your amazon usa you was a seller. i can supply any information regarding invoices proof of packaging.
This attacks has to be stop.
206-9977448-2409964
Case id : 10926438642
203-0855620-3377927
Case id : 10823132682
203-7416976-3299563
Case id : 10376229872
If you take no further action, I will have no choice but to pursue legal action. In the UK, attacking a business is a criminal offense.
Under the Defamation Act 2013, making false statements that harm a business’s reputation can be considered defamatory. Additionally, under the Protection from Harassment Act 1997, repeated, unjustified threats or harassment towards a business may be a criminal offense.
Thank you for your help.
14 replies
Seller_6HXPDZ2n6YG3n
@JiAlex_AmazonCan you please help this case. if you read this 2 person messages you will see same pattern and talking style. i believe amazon already delete 1st person account because none of my messages going through but yet feedback still didn't deleted.
Seller_IQo80d99W2DzP
Amazon will not read this, a MOD might, but even then, reading the feedbacks, I doubt they can do anything, as it looks like different Buyers and it does not show any of the 4 reasons that they remove bad feedback, even if unfair.
I can see:
A: Bottle arrived damaged, they blamed the “rough handling” of the courier, not the lack of adequate packaging. Communication with Brightness Online was difficult. It ended with them telling me I do not know how online ordering works. I expect them to reply to this feedback with a gaslighting response being defensive as they have in the messages. YOU REPLIED: Here os customer request : I do not wish to continue a long protracted message chain with no resolution. Me returning the bottle at my own inconvenience and not having the product that I paid a premium for is not OK. As I have stated please send me a bottle in new condition and I will send back the damaged bottle.
MY COMMENTS: It is likely the item could have been damaged. Amazon will blame you. If Buy Shipping used, they may strike through the feedback, but many say they still don't strike through. If Buy Shipping not used, then they will not remove, nor strike through. Maybe use extra packaging? - It is usually best to just authorise a return, provide a pre-paid label, if Royal Mail, explain how to have a free collection, then refund, do not replace (advise Buyer to Buy again if wanting again, then very well pack at least for them).
B: Item was well packed and no damage to the parcel at all but seller advised it could have only been damaged by the courier which I do not believe is accurate. Second time trying to buy this item the fist time it just didn’t arrive. Seller became aggressive asking me if I plan to leave fake reviews when communicating with them. This review is purely based on my honest experience with this seller. YOU REPLIED: We believe you are another dishonest seller. This is the second time you have falsely accused us. We have solid proof that the item was neither packaged nor sent to you in the condition you claim. All our orders are packed under camera surveillance and logged into our system as proof. You have been banned from purchasing from us and reported to Amazon.
MY COMMENTS: You mean dishonest Buyer, not Seller, but in any case, maybe best to just state the facts as puts other Buyers off buying from you. Impossible to ban a Buyer, grey area to say reported to Amazon, Amazon could count as a Violation against you saying that (just report them, do not put on Feedback). Maybe use fully Tracked and Buy Shipping? Maybe pay for Signed For (so no so-called Safe Place deliveries, which can be stolen. At least put a label on each parcel to only leave with a person, NO safe-place delivery). What you said in a message by the sounds of it, I'd add bad feedback as well. Not good to get annoyed, nor say Buyers are dishonest, unless you have 100% proof! It is possible the 1st parcel did not arrive, did you use fully Tracked with photo and signed? Never mention feedback. Again, better packaging needed? - even if damaged, apologise, and say to return, provide pre-paid label, and free pick-up if using RM, etc.
C: Was given a delivery date by amazon I waited at home all day but then it was cancelled. Told it would be another 5 days before it arrived. Then I was sent a email 2 days later to be told it was left outside my door in the rain and on a busy road. Was not told my the delivery company or seller when it would arrive and amazon did not know either disappointed with the service overall. YOU REPLIED: Your order was delayed by one day, not five. It seems Amazon showed incorrect tracking info, but the delay wasn’t our fault. We appreciate your understanding.
MY COMMENTS: Amazon do that, it is annoying. They make up dates. Use Buy Shipping, and use fully Tracked, that tends to stop most issues like this.
= =
Why do you think these are the same Buyers, all look different, and unhappy as not obtained their item as they wished.
Seller_6HXPDZ2n6YG3n
when you click on Order History, you can see the buyer’s previous purchases from you. The first two feedbacks are from the same guy, and the third one is from a different person, but the writing style is exactly the same as the first. Even the proof of condition they send looks similar, but they never respond again. If I put everything into a file and sent it to someone, I bet no one could tell the difference in their responses.
Seller_IQo80d99W2DzP
If the same Buyer with different names on the feedback, that is strange, but I bet Amazon won't do anything about it.
@Julia_Amzn - can you investigate for this Seller?
I still would not show those remarks in feedback replies as it will stop other Buyers, as they think the Buyer may be correct.
It is best to just authorise a return, then if they return, refund if ok. That way they do not gain a free item. If not ok, then respond and report the Buyer.
Unfortunately you cannot ban Buyers that are being a pain
Seller_6HXPDZ2n6YG3n
here is last person conversation you can see this person doesnt here for solutions also no idea what was paid premium to who and why and how.
11-Mar-2025 06:00
The bottle arrived dented and damaged, most probably due to poor packaging. Did not have original box and was loose inside another box with very little protection
11-Mar-2025 09:21
I'm sorry to hear about the issue. Could you please send us a couple of pictures showing the damage and the poor packaging?
For the damaged item, you can submit a return request for a full refund.
I apologize for the inconvenience.
16-Mar-2025 17:58
Here are the photos. Will you pay for the return as I paid a premium price to order from you?
My respond :
Please go to your order, find our product, and on the right side, you will see the "Request Return" option. Click there and follow Amazon’s instructions. Amazon will provide you with a free return label, and once we receive the parcel, we will issue a full refund.
I’m very sorry about the damage. It’s still surprising to us, as we sometimes ship this bottle in an envelope with bubble wrap—offering at least 50% less protection—and it arrives in perfect condition. Meanwhile, in cases like yours, where we use more secure packaging, the item still arrives damaged. I can only assume the package was handled roughly during transit.
I apologize on behalf of the delivery company. If you need any further assistance, please let me know.
16-Mar-2025 20:26
Hello, I am surprised that you consider the packaging “secure” it was a thin box and some paper bunched on TOP and no wrapping on the bottle. Where is the original Stanley box? How did you protect it against being “handled roughly”? The box did not have a big dent it like the metal bottle did.
I am not satisfied that I now have to be inconvenienced with arranging the return. Did the item arrive damaged to you from America? Is that why you chose to dispose of the original packaging as it was damaged and hope I would be OK with a damaged bottle?
I suggest you find a better solution and supply a bottle in good condition. I will then return the damaged bottle to you.
my respond :
We would never intentionally send a damaged item, as we only sell brand-new products. If any damage occurred, it was likely during transit. Could you please clarify why you believe we would knowingly send a damaged product? We take quality seriously, and no one would accept a damaged item when purchasing something in new condition.
That said, we have already accepted responsibility and provided you with instructions for the return process. Please follow the return steps, and once we receive the item, we will process the refund accordingly. Let us know if you need any further assistance.
16-Mar-2025 22:21
I do need further assistance please. You’ve not answered my question about why it was not sent in its original packaging.
I have said that the bottle was not well packaged, yet you blame the courier.
If you do not pay attention to secure packaging then how can I trust that you took the time to inspect the bottle for damage before you ship? Did you take the bottle out of its original packaging? You must have repackaged it at some point.
You claim there is only 1 person handling this in your warehouse, yet you can’t identify.
Do you have another new bottle in good condition that you can send to me?
I do not wish to continue a long protracted message chain with no resolution. Me returning the bottle at my own inconvenience and not having the product that I paid a premium for is not OK. As I have stated please send me a bottle in new condition and I will send back the damaged bottle.
Seller_ZJhFeE3tNKzfh
you’ve clearly got a difficult customer there though I still find it difficult to tie all the negative feedback together. Frankly from the expectations the customer has I’d have been surprised to NOT receive negative feedback.
I don’t think there’s much you can do. The customer did get a damaged product which you responded to fine in the messages. They have unrealistic expectations that you will send another product out which you can point out Amazon return policy.
Seller_IQo80d99W2DzP
Hello,
I would say the customr is just a pain in the a*** - but maybe he is also correct in saying that a new item should have original outer makers box/packaging.
If you bought retail from USA, it should also be sold as 'used as new', but I know far harder to then sell that on Amazon UK. As no makers box, then definitely should have been sold as used as new (or sell on another site, as new, but note no makers box).
I would suggest to use Buy Shipping, as if a shipping issue, sometimes feedback will get removed, especially if feedback is only about lost in transit.
I think your replies are ok, but the feedback response, although understandable, and I have done the same in the past, does not help obtain new Buyers. Need to just be factual.
I do not think Amazon will do anything, as the Buyer obtained an item that was damaged, even though you correctly said to raise a return, he just wanted it for free, as most do (I had a Buyer this week that wanted a £184 item for free as he thought the listing was not clear enough, even though as listed by the maker on their own website).
Perhaps extra packaging was needed, as I know many couriers do not take care. Then you find Amazon often ship items in the makers box, no wrapping and a courier label damaging the makers box and getting away with it.
Seller_6HXPDZ2n6YG3n
The product we’re selling doesn’t come in a box—we purchase it from Amazon USA, and out of the 500+ units we've bought, none have arrived with a box. So it's clear this is either he is a seller or just someone being unreasonable . From the start, he's no looking real solution here just an attempt to create a problem. We always offer a full refund return, even when we are 100% is the right. Even when Amazon doesn't accept the return, we still do.
Seller_6HXPDZ2n6YG3n
I also don’t believe the package arrived damaged. Based on the way this person communicates, it’s clear they’re not looking for a solution—they left feedback immediately, following the same pattern as another customer. I suspect they might be friends or family.
Our packaging for these bottles is very secure—we wrap them and place them in a cardboard box with zero movement. I’ve already provided pictures of the packaging before and after to this buyer. Additionally, we have CCTV recordings of every packaging process to ensure everything is packed correctly and to protect ourselves.
When @JiAlex_Amazon reviews this, they’ll see the evidence, along with the identical pattern from the other account. I hope this results in the suspension of this account, and ideally, blocking this customer—it would be beneficial for all of us.
Seller_ZJhFeE3tNKzfh
Also this 3 orders we bought from your amazon usa you was a seller. i can supply any information regarding invoices proof of packaging
to add Amazon are known to reject receipts for purchases made on Amazon.com if you attempt to show a valid supply chain, as you are buying from retail. It’s risky
Seller_6HXPDZ2n6YG3n
@Maja_Amazon @Sarah_Amzn @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon
Anyone could you help this case please? if you read this 2 person messages you will see same pattern and talking style. i believe amazon already delete 1st person account because none of my messages going through but yet feedback still didn't deleted.
