Feedback removal impossible
Hi
I have received negative feedback from a customer that is basically a review of something that I didn’t sell him. The feed back was left a month after the sale, I sold him a compact disc and the feedback complains that it doesn’t stick to the window and is not compatible with double glazing (!)
I did a feedback removal request and was denied (suprise), I have now tried 6 times to get someone to understand the situation at customer services, each time I point out that I want to reopen the case in case log I am directed back to customer feedback, 6 times! I have written in messages “Please do not send me back to customer feedback removal - I have been directed to reopen through case log” but every time the robots ignore this.
I then spent 3 hours on hold on the 'phone only to get through to someone who was “unable to help me at this time”. Did I give him an earful? Yes I did. I vented and told him that the service was not good enough and completely buyer biased despite Amazon making it’s money though sellers. I said I wasn’t going to accept that he could do nothing after I had been on hold for three hours, that there must be a higher intelligence that could reasonably consider my case. I was fobbed of with platitudes and excuses and told I would be answered by email.
This morning I received and an answer directing me to customer feedback removal.
I have died inside…
10 replies
Seller_DJwE1RXTpAHPh
I feel for you.
Seriously though don’t concern yourself with feedback on Amazon, it is a joke.
Buyers don’t look at it, only use it to vent and leave messages like “item didn’t work, useless. also came one day late. also size not as expected” (after not reading the instructions on how to use the item and make it work, failing to understand that it’s a delivery estimate, and failing to read the dimensions on the listing) and it affects us all roughly the same way so it shouldn’t have an effect on buybox eligibility in the long run.
Forget about it!! 
Seller_Wmt2PBduMkN6l
I’m having the same problem. some of the feedback on our NCX report is nothing to do with us
or our products and is affecting our metrics, I opened a case and asked for it to be removed, but just got the standard reply of “use the feedback removal tool”.
No matter how many times I replied saying we couldn’t do that as it wasn’t our order I got the same reply.
I have escalated the case (2 weeks ago), and am awaiting a reply.
Seller_4MlYJvoHfdkDh
Just send a message to managingdirector@amazon.co.uk
Title it Incorrectly left Feedback Removal request, and put the order number after it.
Write, please can you remove this incorrectly left feedback for one of our orders, as the customer has left it for the wrong seller.
As you can see we have sold them an audio compact disc, and they have left feedback relating to a product that sticks to a window.
Order number is xxxxxxxxxx
Many thanks, etc
Seller_ae51e0CJoHqCX
Unfortunately it happens and most removals are made by bots and you cannot get a bot to understand what your product does.
There are policies for removal or strike throughs but unfortunately the customer leaving it in error does not qualify.
All you can do is what you have already done but you will be better off just moving on and not let it get to you,
Seller_ae51e0CJoHqCX
They are correct in the sense that they cannot do anything and will probably empathise with your situation. We have all been there at some point but you need to understand that seller support can only view your account and instruct you on how to complete actions on your account. They cannot intervene and make changes to anything within your account so removal of feedback is impossible.
They can of course say they will pass your case onto a higher or more relevant department but don’t hold your breadth on that one either. Venting at seller support despite the incredible frustration you feel and want to release will not do you any good, it is part and parcel of dealing on Amazon.
You can only do what you can do and sometimes the more you do to get resolution the more frustrating it becomes so please for your sanity I would just let the case run in the background and it will probably just fizzle out. You do have a right of reply so simply just put a response that it was left in error stating why, don’t say anything personal or put in an opinion despite the temptation. something along the lines of “Apologies for it not being able to stick to the window but I sold you a compact disc that is not designed to do this, I can only assume feedback is left in error.”
Seller_zDUw7ekrB6OEy
This won’t help you now but for future reference if we receive feedback for the wrong seller that is a review of the product we don’t ask for it to be removed due to it being for the wrong seller. We just go down the “it’s a review” route, this way it doesn’t cloud the issue.
