1 Star Product review - Based on delivery experience
Looking for some opinions from other sellers on this one.
I've attached a screenshot of a review I've recently reported. The customer states that the product is fine, but leaves a 1-star review because the delivery driver left the parcel out in the rain instead of putting it behind their bin.
To me, the review seems to be entirely about the delivery experience rather than the product itself, which is why I reported it.
What makes me question it is that I had
a very similar review in the past. I reported that one as well, but Amazon didn't remove it, so I'm not particularly confident this one will be removed either.
What do other sellers think? Would you expect Amazon to remove a review like this, or leave it up?
Another thing I've often wondered about is Amazon's use of AI. Amazon seems very good at using AI to spot issues with listings, compliance problems, image requirements, product detail pages and so on. Yet reviews that appear to clearly focus on delivery issues rather than the product still seem to slip through.
If a review literally says "Product is fine" and the complaint is about where the driver left the parcel, shouldn't that be something Amazon's systems can identify automatically?
Interested to hear if other sellers have had similar experiences and what the outcome was.
1 Star Product review - Based on delivery experience
Looking for some opinions from other sellers on this one.
I've attached a screenshot of a review I've recently reported. The customer states that the product is fine, but leaves a 1-star review because the delivery driver left the parcel out in the rain instead of putting it behind their bin.
To me, the review seems to be entirely about the delivery experience rather than the product itself, which is why I reported it.
What makes me question it is that I had
a very similar review in the past. I reported that one as well, but Amazon didn't remove it, so I'm not particularly confident this one will be removed either.
What do other sellers think? Would you expect Amazon to remove a review like this, or leave it up?
Another thing I've often wondered about is Amazon's use of AI. Amazon seems very good at using AI to spot issues with listings, compliance problems, image requirements, product detail pages and so on. Yet reviews that appear to clearly focus on delivery issues rather than the product still seem to slip through.
If a review literally says "Product is fine" and the complaint is about where the driver left the parcel, shouldn't that be something Amazon's systems can identify automatically?
Interested to hear if other sellers have had similar experiences and what the outcome was.
14 replies
Seller_mxez2L8QjE6WW
Unfortunately, Amazon's stance is that the feedback is a review of the buyer's complete experience, not just of the product so a 1-star because the parcel was lest in the rain is justified. So even if the perceived fault was out of your control, you are liable. Utterly unfair but sadly that's their rule.
Seller_ZQyopdiwkUHOZ
What do other sellers think? Would you expect Amazon to remove a review like this, or leave it up?
I would expect a good, responsible marketplace that keeps to its own rules to remove this review.
So no, I wouldn't expect Amazon to remove it.
Ken_Amazon
Hi @Seller_vxeanJigTlOr3,
Hello there! Great question, and I can see why you'd be frustrated.
Here's What I'd Recommend: Open a case with Seller Support via the "Contact Us" page to request review removal.
If you've already tried all three methods and haven't heard back within 3-5 business days, or your request was denied, let us know your Case ID and we can explore further escalation options.
Important Distinction
Make sure you're reporting this as a product review issue — not seller feedback. Sellers sometimes use these terms interchangeably, but they follow different processes.
You've done the right thing by reporting it. The outcome can vary, but persistence through the proper channels is your best bet.
Best Regards,
Ken
Seller_vxeanJigTlOr3
For anyone wondering the outcome of this, unfortunately the review is still up and was never removed.
Seller_WkGzXFR8EP6Iq
This is exactly the sort of issue that sellers should be reporting to the Competition and Markets Authority (CMA).
Amazon's published Customer Review Guidelines clearly state that product reviews should not focus on delivery, shipping or packaging. Yet there are countless examples where product reviews focus on just that.
The CMA is already scrutinising online reviews and whether platforms are enforcing their own policies fairly and consistently. If enough sellers report examples like this, it helps demonstrate that this isn't an isolated mistake but a systemic issue affecting competition and consumers.
I'd encourage anyone experiencing this to submit evidence to the CMA, including screenshots of the review, Amazon's published review guidelines, and any Seller Support responses refusing removal despite the review clearly focusing on delivery rather than the product - the CMA have a specific email address listed on their website where you can report cases.
