Incorrect/unfair negative feedback
We recently received a negative feedback and I was looking to see if any of the mods can help.
Order 205-8559063-2777951
Buyers comment states:
“Ordered this product and chose Jurrasic World 4K uhd blueray box set and to my surprise no 4k blueray boxset. very annoyed. would I recommendthis product, no way”
The customer ordered from ASIN: B0CJFR1FZW which is a Panasonic DP-UB450 Blu-ray player with a free copy of Dune 4K disc.
It makes no mention of any Jurassic World 4K UHD Blu-ray box set anywhere in the listing. All our orders are processed via the Amazon API and the barcodes of the components parts must be scanned before the shipping label can be produced, so there is no way we have made an error.
We reached out to the buyer and even offered to exchange the disc but have not received a reply.
We suspect the customer has either ordered the wrong item or is confusing us with another seller.
We contacted seller support and CASE ID 11426467172 was opened but the feedback removal request was denied.
Can one of the mods please look at this as we believe the comments and rating are unfair and inaccurate.
Regards
TPS
@Julia_Amazon @Sarah_Amzn @Simon_Amazon @Sakura_Amazon_@Ezra_Amazon @Julia_Amazon @Winston_Amazon
Incorrect/unfair negative feedback
We recently received a negative feedback and I was looking to see if any of the mods can help.
Order 205-8559063-2777951
Buyers comment states:
“Ordered this product and chose Jurrasic World 4K uhd blueray box set and to my surprise no 4k blueray boxset. very annoyed. would I recommendthis product, no way”
The customer ordered from ASIN: B0CJFR1FZW which is a Panasonic DP-UB450 Blu-ray player with a free copy of Dune 4K disc.
It makes no mention of any Jurassic World 4K UHD Blu-ray box set anywhere in the listing. All our orders are processed via the Amazon API and the barcodes of the components parts must be scanned before the shipping label can be produced, so there is no way we have made an error.
We reached out to the buyer and even offered to exchange the disc but have not received a reply.
We suspect the customer has either ordered the wrong item or is confusing us with another seller.
We contacted seller support and CASE ID 11426467172 was opened but the feedback removal request was denied.
Can one of the mods please look at this as we believe the comments and rating are unfair and inaccurate.
Regards
TPS
@Julia_Amazon @Sarah_Amzn @Simon_Amazon @Sakura_Amazon_@Ezra_Amazon @Julia_Amazon @Winston_Amazon
14 replies
Seller_171whtfaYxvhd
Hi
i am guessing here the feedback it is a product review and Amazon can remove it. Please explained to the team that your description is accurate and provide a link of the detail page, so the relevant team can conpaire the buyer's sayings thus they can remove the feedback
Seller_B1w534NfJNA5B
Can anyone help please
@Julia_Amazon @Sarah_Amzn @Simon_Amazon @Sakura_Amazon_@Julia_Amazon @Winston_Amazon
Seller_fj3M54GkuGQyT
Just be warned that opening multiple cases for the same feedback can get your account suspended.
I would also say that the way the feedback is worded, it wouldn't qualify as a 'product review' because they have mentioned an order fulfilment related issue in the feedback (i.e. what Amazon would see as a complaint about a missing item).
Unfortunately, in my view, you've no chance of this being removed so I'd just move on and continue with your business. We've had feedback from customers in the past that have been for totally different items than what we sell - example, a feedback complaining that the dress she received wasn't the size she ordered....we don't sell any clothing, but Amazon still wouldn't remove it.
Xander_Amazon
Seller Support would be the only avenue for it to be removed, or the buyer could choose to remove it themselves. Has the buyer replied?
We contacted seller support and CASE ID 11426467172 was opened but the feedback removal request was denied.
Seller_B1w534NfJNA5B
@Kai_Amazon @Spencer_Amazon @Sakura_Amazon_ @Julia_Amazon @Simon_Amazon @Sarah_Amzn
We made contact with the buyer and had a productive conversation. It was agreed that the customer may have made an error in leaving the feedback as the listing he described was not our listing.
As a goodwill gesture we offered to send the buyer the item he presumed he had ordered free of charge. We can see this item has been delivered from Royal Mail tracking but the buyer will now not respond to messages.
We believe the feedback was incorrect in the first place and in a effort to maximise customer satisfaction we have sent an item out at our expense to fulfil this.
Can the feedback please be reviewed.
Xander_Amazon
That was a goodwill gesture. Per policy, the buyer would have to remove their feedback. It is not a guarantee that Amazon removes it despite resolution.
As a goodwill gesture we offered to send the buyer the item he presumed he had ordered free of charge. We can see this item has been delivered from Royal Mail tracking but the buyer will now not respond to messages.
