"Amazon takes responsibility for this fulfillment-related experience."?
This bookseller has 100% feedback. However, in just the last two weeks, 4 buyers have complained about used books being sold as new. Each feedback has been struck through: “Amazon takes responsibility for this fulfillment-related experience.”
How can mis-describing the condition of your stock qualify as a “fulfillment-related experience”? Is this an added bonus of FBA? 13 one stars since August, but still 100% feedback. Surely this is misleading for buyers…
58 replies
Seller_7VbclcPFFRTnc
I would imagine if its one particular product receiving complaints, amazon will investigate
You didn’t mention all their other 5 star comments that outweigh these 4 
Seller_4MlYJvoHfdkDh
Very dodgy. Flag a mod and ask them why Amazon is removing 1 star negative feedbacks for this seller, who is selling INAD items.
Seller_BS5lg2keRs2QO
It can potentially be that the books were sent in to FBA new but arrived to the buyers scuffed / slightly damaged due to wear and tear at FBA. Or of course they could’ve been wrongly described 
Seller_ZQyopdiwkUHOZ
If Amazon received copies of those books back that were used and put them back out for sale, or a different seller sent copies of those books in to Prime, and the stock was comingled then a seller could be getting feedback that is the fault of Amazon’s fulfilment.
Seller_zMdVY1OvvxqwA
Could it be that the books were actually described as ‘used’ by the seller but the buyer didn’t read or understand the description and thought they would be getting a new book? I had a spate of such complaints recently, when Amazon had that phase of labelling used books as ‘open box’, which understandably seemed to confuse people. I have had feedback successfully removed in the past where the buyer complained about the book being used when that is what they ordered, and Amazon considered the whole thing to be a product review.
Seller_xUKHc5xSYJmI4
I do read read a lot of reviews online and to be honest its not rocket science and same seller is being targeted by groups of people who are likely to know one other. They usually have a link.
Seller_gu8RhUHCOEjR9
If you think that’s bad, take a look at this one:
Plus at least 20 one-stars that have “mysteriously” disappeared in the past year.
Seller_QVpjrN1BsybDT
Unfortunately this is a quite common practice. I pointed out an instance of a seller( not books) who had something like a hundred of these strikeouts - all for matters which did not appear to be related to fulfilment. There were 15 or 20 sellers with very high strike out rates . The common factor with all of them was that they were not uk sellers.
Seller_lljyzgTxr5fgI
What’s that old saying, “If you can’t beat 'em, join 'em”. This is one of the “benefits” of FBA; if something isn’t right, then the seller doesn’t get clobbered, Amazon takes responsibility. @Demel makes a very good point in that these books may have been new when sent for FBA but the process of handling has diminished their appearance and they no longer look new. It could also of course, be a case of item not as described.
The point is, with FBA, it is the “customer experience” which Amazon takes responsibility for, because they carried out the fulfillment. They are not taking responsibility for the condition of the goods, as @JR_Wristbands rightly highlights. What is also noteworthy is that Amazon strike through (not remove) these comments, so any potential buyers can still make up their own mind as to whether or not to buy from said seller?
Seller_oGFKRixtdkjxL
Hmm I use MPS in a personal capacity, they are mostly fine.
However, I have received petfood items sold as branded in a clear plastic bag - the seller unapologetic.
My last purchase was a new item via BB, what arrived was a re-packed heavily used item - the seller again unapologetic, they advised it was permitted for them to sell re-packs as new as long as they were A1 so all complete BS. The odd thing is I returned as used sold as new, but the listing is still active they still have BB with a very low FB rating.
BB can be very odd.
