Help with negative feedback required - It's unfair , untruthful & a product review (which is not allowed as feedback)
Hello @Sarah_Amzn@Julia_Amazon@Winston_Amazon
I hope you have all been well
I would be very grateful if one of you could please help me to remove a very unfair & untruthful negative feedback which I have received today which on top of the entire feedback comment is a product review which makes it even worse :
It's for order 202-9748036-3668309 and its feedback reads:
''Poor quality cheap burned dvd did not work don't waste your money buy real genuine''
1) This is extremely unfair as it was a genuine mistake (human error) in that the wrong dvd was sent by mistake (I erroneously sent him a homemade dvd of a trip with my niece) & I explained it to the customer a month ago when he messaged me about it and also refunded him in full back then & striaght away...
2) It is also untruthful & malicious: when the customer says it doesn't work this is not true as when he contacted me last month about it he did not mention such at all, hence he made it up afterwards to make the situation sound worse than what it is...
3) The entire feedback is a product review which according to Amazon's own guidelines is not acceptable as feedback...
Needless to say I already tried removing it using the ''Request removal'' option on the feedback manager but without luck (which doesn't usually work when I try it) ... Seller support ID for the case is 10033569732
I would really appreciate it if this very unfair feedback could please be removed from my account before it leads to a Product Authenticity Customer Complaint…
I would really appreciate your help with this issue…
Hope this is ok…
Yours sincerely;
Ripley
4 replies
Seller_ZJhFeE3tNKzfh
I think amazon still keep feedback like that from memory if its not simply in relation to the product as a review, but around the fact that something might not be real (ie the fact the work genuine in there is triggering that the customer thought it was fake).
It is entirely possible that the customer found the homemade DVD didn't work in their player, as it might not play DVD-R or DVD-RW or whatever the disc was. Looking at your product range - they look to be DVD-Rs from the listing images at least - so a customer could be led to assume they are burned DVDs?
If it was me, personally, I'd leave the politest response possible and take the 1 star on the chin. Yes human can error occur but customers shouldn't expect to get home movies when buying off amazon - and I'd be doubly sure that I'm not mixing up family home movies with my customer orders.
Simon_Amazon
Hello @Seller_tLx8Dbnj2mlIb,
Here Simon from Amazon.
I reached out to our partner team to have a review of the negative feedback.
I'll keep you posted on the outcome.
Best,
Simon
Seller_MT8rt0A2OpbCx
Sorry, but I don't think you have a leg to stand on. You admit you made a big mistake, so you have zero grounds to object. A negative feedback is a minor consequence, if you reply with empathy and remorse.
Everyone does make mistakes, but see each one as an opportunity to learn and improve. As a great sage once said " The greatest teacher, failure is"
