Buyer Left Negative Review After 40 Days of Use, Then Demanded Repair – Unfair Practice?
I’d like to share a recent experience that I believe raises important questions about fairness and seller protection.
A customer purchased a bed from us and used it for over 40 days without reporting any issues. After this extended period, they left a negative review stating:
"This bed is not premium as advertised. The frame misaligns easily, causing the mattress section to rub and jam. Panels are thin, unstable, and lack proper support. Floor and side bases sit directly on the ground, making cleaning difficult and reducing durability. The design and quality are poor and misleadingly presented online."
Following this, the same customer contacted us requesting a repair. When I reached out to understand why they posted such a harsh review and then asked for service, they simply replied:
"It’s my right. Amazon gave us this right."
While I respect customer rights and Amazon’s policies, this feels unjustifiable. The product was used extensively, and no complaint was raised during the initial period. The review appears exaggerated and damaging, especially when followed by a service demand.
I’m curious to hear from other sellers:
• Have you faced similar situations where customers use products for weeks and then leave damaging reviews?
• How do you handle repair requests after negative feedback?
• Is there any recourse to challenge reviews that seem retaliatory or inconsistent with actual usage?
Buyer Left Negative Review After 40 Days of Use, Then Demanded Repair – Unfair Practice?
I’d like to share a recent experience that I believe raises important questions about fairness and seller protection.
A customer purchased a bed from us and used it for over 40 days without reporting any issues. After this extended period, they left a negative review stating:
"This bed is not premium as advertised. The frame misaligns easily, causing the mattress section to rub and jam. Panels are thin, unstable, and lack proper support. Floor and side bases sit directly on the ground, making cleaning difficult and reducing durability. The design and quality are poor and misleadingly presented online."
Following this, the same customer contacted us requesting a repair. When I reached out to understand why they posted such a harsh review and then asked for service, they simply replied:
"It’s my right. Amazon gave us this right."
While I respect customer rights and Amazon’s policies, this feels unjustifiable. The product was used extensively, and no complaint was raised during the initial period. The review appears exaggerated and damaging, especially when followed by a service demand.
I’m curious to hear from other sellers:
• Have you faced similar situations where customers use products for weeks and then leave damaging reviews?
• How do you handle repair requests after negative feedback?
• Is there any recourse to challenge reviews that seem retaliatory or inconsistent with actual usage?
1 reply
Seller_ZQyopdiwkUHOZ
Is their description of the bed accurate? As I see it, that's the main issue. If what they're saying is an accurate description, then there's nothing you can do as that is their opinion based on the bed as it is.
If they're incorrect or lying then that's a different story. If the bed is defective, they do have consumer rights. I don't see why leaving a bad review would affect their decision to pursue their rights.
If they're being malicious or lying, then all you can do is report them for abuse and try opening cases to demonstrate the review isn't reflective of the actual product to get it removed. You're going to struggle to get seller support to see reason, though, so keep at it and escalate if you need to.
In terms of review in the mean time, do you have enough high star reviews to compensate? If not, you might need to try and get a few more sales of the item and use Amazon's request a review feature in the hopes of getting some more high star reviews to mitigate.
