We get punished for FBA error!
Customer received an item, completely unrelated to ours, yet rather than contacting customer service they, decided to kindly leave that review on our listing! However before an Amazon agent says ‘ report the review on the listing ‘ - we have for a week and nothing has been done.
No clue how FBA mess this up during fulfilment between a yellow sponge or a grey rock…
I want the review removed primarily as this was a new listing, it had upward sales, then it nosedived from a 4.5 star to a 3.5 star average in light of the harmful comment. Vine is hard enough to please as it is.
Seller support as usual, automated scripted reply defending the customer…
Nearly impossible to get a human to use their eyes these days.
Case number: 12291152562
We get punished for FBA error!
Customer received an item, completely unrelated to ours, yet rather than contacting customer service they, decided to kindly leave that review on our listing! However before an Amazon agent says ‘ report the review on the listing ‘ - we have for a week and nothing has been done.
No clue how FBA mess this up during fulfilment between a yellow sponge or a grey rock…
I want the review removed primarily as this was a new listing, it had upward sales, then it nosedived from a 4.5 star to a 3.5 star average in light of the harmful comment. Vine is hard enough to please as it is.
Seller support as usual, automated scripted reply defending the customer…
Nearly impossible to get a human to use their eyes these days.
Case number: 12291152562
8 replies
TaylorR_Amazon
Hello @Seller_G1JvrEXJlgKdK, I reviewed your case and I see that it automatically closed due to lack of response. It has only been a few days, so you are able to respond and reopen the case with the requested information. Thank you in advance!
Seller_G1JvrEXJlgKdK
Actually, it was closed because they couldn’t be bothered to read the order numbers. Even though this was repeatedly communicated clearly and repeatedly.
Why are the reviews still on there regardless if there is even a case or not?!
You are now aware and informed and not doing anything, the reviews on the listing itself was reported from a customer POV.
Absolutely nothing has been done about it.
They cant wait to close a case, often doing nothing, this was the SECOND case regarding the same issue
TaylorR_Amazon
The team is unable to locate the orders from the order IDs that you provided. If you have already confirmed they are the correct order IDs, please verify:
- You are logged into the correct account
- You are logged into the correct country
- You have opened the Seller Support case in the correct account and country for which the order took place.
If you have opened other cases with Seller Support regarding this issue, please let me know that case ID and I can look into it and see if we can escalate from there.
Seller_SnNztJIII3ZP5
So the Amazon staff reviewed the case and then did absolutely NOTHING. I wish I could do that with my work.
Seller_G1JvrEXJlgKdK
Exactly, as seen @TaylorR_Amazon
Also to address your points
1. Yes it is the correct account (we only have 1, seriously?!)
2. Of course we are, United Kingdom
3. Yes.
As seen, we did our part, I'm not chasing my own tail here like support wants me to do, I submitted EXACTLY what they asked...
They very clearly failed to take further action and did not attempt to.
Further to this forum, as of today, the reviews are still on there, nothing has been actioned nearly a month later, come on...
TaylorR_Amazon
I have asked the team to take another look. They may reach out to you directly. Thank you, @Seller_G1JvrEXJlgKdK.
Manny_Amazon
Hello @Seller_G1JvrEXJlgKdK,
I'm following up on TaylorR's behalf. The escalation team has created a new case to work with you on this issue. Please review your case log for case #12442214122 and, if necessary, reply to them at your earliest convenience. We appreciate your cooperation and patience as we work toward a resolution.
Regards,
- Manny
Seller_WkGzXFR8EP6Iq
We keep finding Amazon repeatedly breaching their responsibility in stopping misleading reviews and when we report them to Amazon in most instances Amazon don't remove them (Amazon in one instance even told us "If you believe there are inaccuracies in the review, the best way to address them may be for you to post a reply in response. This can be an effective way of counterbalancing a negative opinion." [yet Amazon removed the ability for comments on reviews many years ago]. In another instance Amazon told us "Please contact the poster directly regarding any complaints you may have regarding the review" [yet when I contacted Amazon Seller Support asking for the reviewer's contact details Amazon Seller Support stated: "As per our security policy, we are not permitted to provide customer contact details or order information related to reviews. Reviews left by buyers are confidential and our Selling Partner Support team is not authorized to provide any information about the buyer."].
Amazon is under strutiny by the CMA (Competition and Markets Authority) - you can find their email address online - I'm reporting ever poor instance of Amazon's product review handling to them - the more sellers that do this the more pressure/injunctions will be placed upon Amazon.
